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  • This is an update from my first review. I bought a mattress and bed from this store. The bed is one that adjusts up and down at the head and feet. The people delivered as promised and set it up. However, they set up the bed so close to the plug in the wall that when I raised the bed it broke the plug. One of the three prongs broke completely off and the other two are now really bent. This occurred the first and only time I raised the bed. I immediately called the store and spoke to Chris the manager whom also sold me the bed. He said he would call me back shortly. Four hours later I called him back. He said that he was working on it and would call me tomorrow morning. Tomorrow morning came and went and I called the store a third time at 3 pm. A gentleman told me that Chris was unable to come to the phone. My bed/mattress that cost over 5K is now stuck in an upright position and this is how I was forced to sleep on it last night. Looks like tonight will be the same way.....I will update this review accordingly. I am not impressed so far and I am not done letting people know. Shortly after posting my first Yelp review I received a call back from Chris at the store with an apology as well as an online response from Tiffany at corporate Mattress Firm. I assume that the Tiffany response was automatic due to the unsatisfactory rating because an Adam from corporate then contacted me by phone. He did call and leave two messages before I called him back. Chris from the store said he had two options for me which were as follows: 1. They send me the piece by mail and I fix it myself. 2. I wait until "First thing Thursday" and they can have someone come out. Thursday was seven days after my first complaint. I chose option 2 even though I was not happy with either. I spoke to Adam from corporate on Monday and he seemed to already know that the store had set me up for Thursday. He claimed that he could get someone out earlier and said he would call me back. He called back around 6 pm that night and said that he could not make that happen after all and that again I would have to wait until Thursday. Thursday came and went. I called Adam at noon when the guys who were supposed to arrive "First thing..." did not. I left him a message then and another around 330pm. Adam did call me back on Thursday around 4pm. I give him credit - he took all responsibility that the fix for my bed had not arrived. He said that he mistakenly cancelled it on Monday when he was trying to move it up. He then made another promise. "You will be the first delivery tomorrow." He also promised a call back to verify the fix was complete and to let me know of the "Substantial amount," which he claimed I would be getting off of my bed because of all the issues. Friday morning at 8am my phone rings. The guys from Mattress Firm said they would be there in 1 hour. I appreciate the call ahead because I don't get off work until 4am. However, the call said 9 am and the gentlemen did not arrive until 1030. I clearly was not their first delivery They even admitted as much during our conversation. So today is Wednesday almost a week later and still no call from Adam from corporate. I did not ask for any money off my bed but he offered it as an attempt at a remedy. I have not heard from Adam or Chris or Tiffany or anyone else from Mattress Firm since my issue was finally corrected. I slept with my bed which cost over $5000 in an upright position for over a week. Mattress Firm dropped the ball continuously and I will never use them again. I will make sure everyone else knows the service I received as well. Please check out my other YELP ratings. I hate negativity but I feel like I would be doing others an injustice if I did not write this review.
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