August 19, 2023. Saturday. Afternoon. Lance Madrid, store manager, helped us out on a not so busy Saturday. When my wife and I walked in, there were no customers in the store. We returned here from a previous visit the week before, when we spoke to Zachary Atencio. In our mattress search we visited American Furniture warehouse, Denver Mattress and America's Mattress. Since mattresses were priced the same at all these, Mattress Firm stood out, because they offered free delivery, free pick-up of the old mattress and they donate the old mattress to worthy charities. Zachary advised us to wait till the Labor Day sales, which start on Tuesday, August 22. The other days for discounted mattresses are Memorial Day and Fourth of July. However, Lance said we could have this discount and he even matched American Furniture's additional discount of several hundred dollars. If you are shopping for a mattress, know that firm is cheaper than medium which is cheaper than soft. The reason is the additional amount of foam or coils they add to the softer firmness. Lance was able to sell us a Sealy Posturepedic, Albany, hybrid, medium firmness, Queen sized bed, with an adjustable base called an Ease, with free delivery and free take-away, for $2529.97. The hybrid doesn't "hug" you like a pure memory foam, it has coils and foam, so you float on top of the mattress. Lance said he's been in the mattress industry forever, he even worked at Denver Mattress. Visit Lance at Mattress Firm for a truly smoking deal. read more

Updating Previous review. Although still not happy feel need to update in fairness to store location and company. Their website states that if want to return then fees and then can only exchange not actually return for a refund. So... store was doing me a favor actually. However, nothing on the policy was made clear up front and I believe there is a great opportunity for improvement in that regard. There is an issue with the adjustable base and I have to give credit to the company for coming out to try and fix; although, they are not sure they can due to the issue and never having dealt with it before. So.... some of the upset was I had not done homework on mattresses as was planning on an air bed and had not done my research on either the kinds of mattresses the store sells or the company that I usually do. The store manager has always been professional and I just apparently much much prefer air beds like I've had for the last 13 years. So, value is a relative thing regarding expectations and reality. read more

Needed a new mattress old one was giving us backaches. Went in and had a mattress purchased in 20 minutes and they delivered it the same day

I'm beyond happy with my guest room Mattress and Bedframe purchase from the Mattress Firm, NW Albuquerque (Ellison) location. Lance Madrid, my sales person, has many years of experience and product knowledge, but I could see that his focus was delivering service and customer satisfaction - which I so appreciated. Lance was very helpful in providing information that helped me make the best decision for my budget and needs. My bed and frame were delivered the next day, and the delivery people (Julius and Beto) were friendly, knowledgeable, fast, and clean. It was a perfect transaction. Thanks to all of you who made the process so easy! read more

The manager, the services, and the mattresses are great! I will go here again. I got directed to the perfect mattress at a great price. The manager was personable and really listened to my needs. The store also has mattresses on sale that are not on the floor. Delivery was available the next day. They were prompt and courteous. read more

Mike and Lance were a huge help. Fast and simple and great deal on a great new mattress.

Unfortunately the staff at this location is not interested in retaining clients or assisting in issues after customers leave the store. We bought our bed in August of 2019. We spent over an hour taking apart our bed, moving it off the base and taking photos to send them for warranty and I received a one line email in return in all caps that read "NOT AN INCH AND A HALF IMPRESSION FOR IT TO BE A WARRANTY ISSUE". That is it, no signature, no explanation, no assistance, nothing. There was very clearly an inch and a quarter impression on each side (I am aware that is a quarter inch less than half) and one spot it did reach 1 1/2". Let me tell you how uncomfortable that is to sleep on. We will be taking this direct to the manufacturer hopefully they will help. This Sterns and Foster mattress is absolute garbage I would have saved my $3,000.00 if I had known. read more

I moved to a new home and needed a bed. The one I wanted was out of stock, so they lent me a bed until the one I ordered was available. Because of their kindness I wasn't sleeping on the floor for a month. I'll definitely promote this store to all of my friends. read more

My husband and I bought a new, high-end mattress less than a year ago from Mattress Firm in Cottonwood and were not happy with it. We went in today and Lance Madrid (manager) helped us find a new mattress, no questions asked, just gave us credit for the "old" one and we paid the $50 difference. He is very knowledgeable, courteous, and answered all of our questions. He is the epitome of "good customer service" and we appreciated his efforts to make us happy - which he did. Our mattress will be delivered tomorrow and we are very satisfied customers. Thank you, Lance. read more

My husband and I purchased a new Tempur-pedic mattress and base just yesterday (12/2/22). Lance Madrid at the Cottonwood store in Albuquerque, NM helped us. He was very knowledgeable and listened to exactly what we needed. He never tried to "oversell" us, instead steered us to what we wanted and needed. To top it off, they could deliver the very next day. The delivery men were excellent as well. I highly recommend this store. read more

Great selection of mattresses. Come here I if you really want service to your sleep needs! They make shopping for a mattress easy!

Don't expect Mattress Firm (particularly this location) to honor manufacturer's warranty claims in any capacity, despite what they tell you. It's such a shame, I had a really pleasant experience buying my mattress at this location about six years ago. But after my experiences trying to file a warranty claim, I have given up on Mattress Firm completely. There are some seriously shady business practices at play here. The manager at this location (and the company itself) repeatedly refused to honor a 10-year warranty for a mattress purchased at this location six years ago. Because they no longer sell the model or brand of mattress that I purchased, they are apparently no longer responsible for the replacement of the product, despite a customer of theirs having a legitimate warranty claim. I was told to contact the manufacturer (who they no longer do business with) who notified me that I would have to physically bring my mattress set from Albuquerque to Aurora, Colorado to make a manufacturer's warranty swap. Now of course, with the COVID-19 situation being what it is, I'm not able to make that trip. (By the way, the kind lady that I spoke to in Colorado was very sympathetic to my problem and said that she gets this kind of call from Mattress Firm customers quite often, which tells me that I'm not the only one in this situation.) When I explained this situation to the manager at this Mattress Firm location, he completely absolved himself of any responsibility, saying that situations like this are " no one's fault, except China. " Extremely problematic phrasing aside, this response is deeply concerning from a business standpoint. Essentially, no effort was made on the part of management to address my concerns whatsoever. To recap, I purchased a mattress set from this location in 2014 with the understanding that I would be covered under a 10-year warranty. However, as of June 2020 Mattress Firm no longer does business with the manufacturer of my mattress. In turn, they have completely absolved themselves of this responsibility and pushed it off to customers. Now, I understand that they can't give me an exact replacement of my mattress. I'm a perfectly reasonable person, they can't give me something they no longer carry. But in seeking a solution to my problem with management, I was told over and over again that absolutely nothing could be done. Absolutely no effort was made to offer a comparable model that they do currently carry. I then asked if it would be possible to receive some sort of discount that could be applied to the purchase of a new mattress, to which the manager of this location replied that he would " email the powers that be " and get back to me. Two weeks later, I have heard absolutely nothing back from him. This whole situation has me seriously questioning Mattress Firm's business practices in general. Not only does management at this location apparently have no interest in retaining customers or rectifying an unfair situation. But on the company level, the practice of promising a 10-year warranty to customers and then reneging on that promise a few years later is a really despicable business practice. The manager is right, COVID-19 is not his fault. However, by the same token, it's definitely not MY fault that Mattress Firm decided to stop selling my mattress brand. I certainly was not part of that particular business meeting. The choices their company makes regarding the products they carry down the line should not affect the commitments they make to their customers at the original point of sale. I should have been offered a comparable model as a replacement, or at the very least a discount of some sort on a new set. I would've been happy to pay my fair share for a new mattress, as long as the commitment they made to me was also honored in some way. Instead, I have my original purchase receipt inside a pamphlet explaining Mattress Firm's " 10-year warranty " from six years ago and a defective mattress. And absolutely nothing in the way of a resolution to this problem from the manager of this location or the company in general. It's clear to me that my business, prior and current, means absolutely nothing to Mattress Firm, particularly at this location, so in the end I went across the road to Sam's Club and found a great bed from a reputable company, where I'm confident I will be taken care of in the event of manufacturer defects. Leaving customers high and dry like this is a terrible way to do business. Ultimately, the loss is theirs. The amount of revenue they might have lost on a discounted sale to me to make this right is much less than the total amount I might have spent with this company over the course of my lifetime if they'd bothered to take care of their customers. They had the opportunity to make things right and turn a returning customer into a loyal one, but instead chose to snub me at every turn, refusing to honor a basic customer service commitment. read more

Shocked to say the least! Beware of deceptive sales pitch from Lance! I never write negative reviews, only positive ones, but this time I must let others know to NOT take Lance at his word. I asked clearly and specifically about the return policy on their mattresses and he told us that we could get ouR money back ONLY IF we tried out a 2nd mattress if we were dissatisfied with the 1st. We were dissatisfied with both the 1st and the 2nd, and were not ready to spend more than $1000 more for a 3rd. We asked about getting our money back and were told we could only have gotten our money back after the 1st return. This is NOT what he had told us before we even purchased the 1st mattress! BEWARE! GET EVERYTHING IN WRITING!!! OR BETTER YET, GO SOMEWHERE ELSE WHERE THERE IS NO DECEPTION! read more

I am giving it five stars, for now. The five stars is for customer service. Tai helped my husband and I. He greeted us warmly and asked exactly what our needs were. My husband has back issues. He showed us two different mattresses and my husband chose one of them. In store it seem to fit our needs well. Yet to be delivered, yet to be tried out but for now the five stars stands for customer service! It was awesome!! read more

I will never shop here. The guy who greeted us after staring for awhile was rude off the bat and commented on how I was speaking. Apparently, it wasn't to his liking. I have no reason or desire to stand around and bullshit to make him feel better. I was neither rude nor distasteful...I expect the same from someone who works customer service. read more

Thank you for all of your help on Thursday evening! I needed a bed delivered by Friday afternoon for a parent I was going to help with some medical care at my house. I walked in and asked the man working (I'm sorry, I don't recall your name but you were very nice) if he could have a bed delivered the next day. He said most likely, depending on the type. I told him the size I needed, the type of bed frame, and how tall the person was so he knew exactly what I needed. He even took some percentage off on the delivery and the actual mattress. On Friday, the delivery crew arrived as scheduled and set up the bed. It was seamless. Thank you so very much for the great deal, the great delivery, and for being such an easy business to work with. read more