Terrible experience! The mattress was delivered dirty. One of the workers dragged it on the floor and even damaged the lighting in the hallway. They tore the protective plastic and pulled the mattress across a filthy surface -- absolutely unacceptable! Now I have to order dry cleaning before I can even sleep on it. I wanted to move in and rest, but instead I'm stuck waiting. Horrible service, horrible company. I do not recommend them to anyone. read more

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TJ the salesman was super helpful, attentive and honest. Him and his boss, Ron, are both the reason why I walked out of that store with a new bed. TJ listened to what I needed and found me a solution that was within my budget. He was able to help me and two other groups simultaneously without missing a beat. He thoroughly understands what he's selling and he stayed attentive to all of our individual needs at the same time. I work in customer service so I can tell when someone truly cares about the customer and TJ and Ron definitely care. Their no gimmicks, straightforward, and savvy approach is much appreciated. read more

Met and was schooled through mattresses in every way by Tommy. Very informative, very friendly and super helpful. Wrote up a proposal for me to consider and I will be back. You get straight forward information to evaluate while shopping. Thanks much! read more

TJ was very helpful pointing out mattresses that were within our price point, explaining the ins and outs of every product, and patiently navigating options with us. Delivery was on-time and everything arrived as expected. Would happily shop at Mattress Firm again. read more

I went in Labor Day weekend to take advantage of the sale. I found a Temper Pedic mattress and base I really liked. I was helped by Ronald. He said he would throw in a free waterproof cover. I also went to Mancini's to see what they had and got their price for what I was going to get at Mattress Firm. Which is when I noticed the price of the base was increased by $100 at Mattress Firm. The prices are controlled by Temper Pedic so it should have been the same. Mancini's also offered me a 20yr warranty on the mattress instead of 10yr and gave me a premium mattress cover. I would just be careful if you decide to shop here and make sure you're really getting what you think you are. I also want to add that I didn't feel any pressure at Mancini's but felt pressured to put a deposit and make a decision at Mattress Firm. read more

September 7th, 2024 at 2:24pm: I was reviewing different mattresses and one of the two male staff members incessantly and frequently approached me after I told him that I needed space to think about the mattresses. I politely and assertively asked him "to give me space," in that exact wording. I also told him that I had a set of features in mind already. He did not respect my request for space, and I felt very uncomfortable around him, especially since I was the only customer in the store. After being approached again after my request for space, I walked out the store. While I was walking towards the door, he hollered in a sarcastic tone, "You don't need a mattress do you?" His statement was unprofessional and aggressive. He lacks a sense of customers' boundaries and social cues. Management needs to review professional, respectful conduct with him. I filed a complaint with corporate. read more

5 stars for our sales rep William! He greeted us right away, asked our needs, helped us determine the right frame for our existing matters and was not at all pushy or tried to upsell us. He explained everything in detail even down to our delivery process. If we ever need a mattress or any bedding needs we are coming back and hope to deal with him again! Convenient parking too! read more

Came in looking for a new mattress. TJ helped us he's awesome!! Left with a new mattress and a few purple heart pillows. Super happy with the customer service and selection. Stop by and ask for TJ he'll take good care of you. read more

Mattress Firm Bascom Square - Inside the store - Mattresses Near Me - San Jose, California

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Awesome store with many choices and very educated staff. Jeremy is such a great guy who knows his inventory and what was best for my sleep needs. Thank you Mattress Firm for having great quality mattresses with great pricing, and great staff. I highly recommend! read more

Poor service Spent $6000 in beds and order was not fulfilled on expected delivery date. Contacted Nicole in the Bascom store and inquired about the order and she said there was a $20 tax issue that left the order in "pending" status. She then stated that she addressed the issue and it will be delivered on Fri, Sat, or Sunday. Today is Tuesday, August 2nd. I asked to speak with the district manager and Nicole stated it would take up to 48 hours for a call back, which I find ridiculous for a company claiming they have great customer service. Moving across the country is already challenging, and when a retailer fails to deliver it's pretty disappointing. There was no offer for a resolution which is concerning. Buyer beware read more

My parents needed new mattresses after their house burned down in the recent fires. They brought me along for a trusted opinion because I'm a chiropractor and I bought my own mattress from Mattress Firm last year. Within a short time, I realized these guys at Mattress Firm totally understood the needs of different backs needing different mattresses. Fetti and Jamie were amazing. They didn't push or try to "sell" anything, just helped explain the differences and let my parents come to their own conclusions on what was right for them. There was another gal there that chatted with us also during the transaction too- everyone was very friendly. My parents tested all different mattresses and the salespeople were extremely patient and helpful. This was my dad's first time going in a public place since Covid started and both my parents felt very confident in the cleanliness of the entire store and how they cover the pillows when you test the mattress and then disinfect the mattress when you're done. I'll be recommending this place to patients who ask about mattresses cause I have the confidence that customers at this location will be well taken care of and sold what they actually need. read more

Mattress Firm Bascom Square - Mattresses Near Me - San Jose, California

Came here on Black Friday to purchase a twin size mattress for family when they visit during the holidays. The experience you get here is much more different than Mancini's. I went between the two stores to check out the deals on the mattresses (since they're like 0.5 miles from each other), but Mancini's was not as welcoming. ~~Location & Parking: It's located in plaza in the intersection between Hamilton and Bascom. Shared parking lot with the Starbucks, Noahs Bagels, and the Boston Market. ~~Service: WONDERFUL! I was helped out by Daniel Orlando and he was very kind! After we bought the mattress, he helped carry it out to our car! read more

We had a great experience with mattress firm! Our advisor Tommy was so patient and helpful. His knowledge of sleep habits and mattresses is unmatched. There was absolutely no pressure, no attempt to wheel and deal, just the perfect experience. We had to return the mattress and even that return turned into another return, and through all of this Tommy and mattress firm were really accommodative, helpful, respectful and gracious. You will have a great experience at mattress firm, just ask for Tommy! read more

Avoid getting help from Chelle (Karlessia). This location really needs to train their employees on products they sell. I purchased a mattress and mattress cover. Chelle was our associate who helped us. We bought a mattress that reclines up and down. Chelle advised us to get a foundation for the bed otherwise the mattress will slope and void the warranty. I spent two days going to numerous stores looking for a foundation in store since the mattress was going to be delivered in two days. Mattress comes in the delivery guy tells us the foundation we spent two days looking for is not needed because the bed already comes with it. Why didn't Chelle mention that our bed comes with a foundation already? Instead of telling us to buy one. This employee needs some serious training with products she is selling. We also had another problem with our mattress cover. I thought it was going to have a zipper to put the whole mattress in not just protect the top for $179.00. It was just a fitted sheet that was waterproof. Chelle also mention it was the best one you could get. The delivery guy opened it for us and offered to put it on. I immediately told him that this isn't what I wanted. I called the store and talked to Chelle telling her this isn't what I wanted. She said there is nothing they can do because it's been open. There is a no return on accessories. The delivery guy was so kind to call his boss and his boss said to bring it to the store. The store can't take it back since it's new still and was never even touched by us. Chelle was super rude and even laughed about it on the phone. She put me on the phone with her boss (didn't catch his name) he said that we can bring it back for a discount on a different cover. I could hear Chelle yelling in the background not to take the cover back. The boss offered me a discount on a new cover. As if I wanted to spend more money after dealing with their non knowledgeable employee Chelle. To have her sale me more things and end up with the same problem and more money wasted. The way the mattress covers are displayed a on a square foam piece looking like they come with a zipper and will protect the whole mattress. After arguing back and forth they finally let the delivery guy bring the cover back. Still waiting for the refund to show. I will definitely not recommend my family and friends to come to this location. read more

Nicole was extremely knowledgeable and helpful in choosing a mattress for our guest bedroom. She has the absolute perfect customer service attitude. She went above and beyond to help us pick out the perfect mattress. She definitely knows what she is doing and I will be telling everyone to purchase their next mattress from her. She was very patient, not pushy, listened to our needs. I definitely recommend Mattress Firm Bascom Square. read more

Tommy was awesome. Didn't have such a great experience with a representative of any company in a long time. He took his time, made sure we understand all our options, was talking very to the point and didn't waste our time with any conversation fillers, sales pitch or anything that was not directly relevant to what were there for. He was able to tailor the experience for us and was super easy to work with without any amount of pressure whatsoever. Purple Hybrid 3 + the base 900 combo for an amazing price. I would buy from them and from Tommy specifically and will make sure to spread the word and come back in the future for any needs. Not to mention the upgrade in my sleep and pains is incredible. Very professional. Thank you Tommy! read more

I woke up with a bad back this morning and immediately thought I needed to change my mattress since it's almost 5 years old. I bought my mattress here in 2017 and went back to get the same one. Nicole assisted me through the process and was walking me through the final purchase. Contrary to what you would think a sales person would do and try to upsell me, she actually recommended that I go home and try rotating my mattress first, rather than make the payment. This actually seems to be the miracle cure and I did not need a mattress after all. Can't thank her enough, And will definitely be stopping by in the next couple years when I'm actually due for a new mattress read more

Tuesday, I went online to purchase a new mattress for my mother , how convenient and smart of me to save on gasoline, 3 hours later I was confused and exhausted with pinwheel eyes, I didn't know that there were so many different types of mattresses, foam, bamboo and ect., and what the hec is a hybrid? They arrive rolled up in boxes and needs inflating?WHAT? I am now an expert in different types of mattress, yep I read lots of customer reviews too. Wednesday, I drove less than 2 miles to Mattress Firm feeling nervous, I have been antisocial for over 2 years with my trusty mask. Upon entering Nicole greeted me, I told her what I was looking for, she found the mattress, I laid on it, I had no doubt that my mother would love it. I bought it. I was in and out in less than 20 minutes. Friday, delivery was prompt with online tracking. Thank you Nicole and Mattressfirm! read more

Walked in with my boyfriend during Memorial Day weekend. They were having a huge sale. We figured it was time to upgrade from our twin bed. It was difficult and uncomfortable to share such a small space. Mattress firm was having an awesome deal, King for the Price of Queen, Queen for the price of a Twin, and a free adjustable base within a price range. I was nervous because I've never been mattress shopping before. I didn't want to feel overwhelmed with decisions because I'm an indecisive person. I knew I liked the mattress my parents had when they purchased a few months ago lol We were greeted right away by Rose. She was very friendly and explained everything in detail. I did not feel rushed, or uncomfortable at all trying it all the mattresses. We decided to treat ourselves to a nice mattress and bed. We decided on the Serta IComfort 500 and the Mattress 900 adjustable base. I'm glad my boyfriend and I were on the same page regarding firmness lol Rose was extremely helpful and knowledgeable, also hilarious lol Nick was friendly as well. I did not feel pressured to buy anything I didn't want to buy. She answered all our questions. The process was simple and easy. We set up our delivery and everything. I appreciated that they also recycle our old mattress for us. I wanted to wait until the mattress and adjustable base to be installed and delivered until I wrote a full review. The delivery was on time, and installation was very fast! I was surprised but overall very pleasant with my overall experience from in-store, delivery and installation. Shout out to Rose and Nick. Thank you for all your help. We are enjoying our new bed. We will forever be loyal to Mattress Firm! read more

What a great experience! Daniel spent almost an hour helping us find the perfect mattes. He ended up leading us towards one that was less expensive than most of our options, which proves how genuine he is. We were able to exchange our original mattress and upgraded to a king! Definitely recommend. read more

Walked in, got helped right away from a very nice sales guy. Told him what I was looking for and he took us to the appropriate section. He assisted my 10 year old as he tried 3 different selections, finally making his decision. The check out was a breeze and we chose to have the delivery 2 days later. I was told the Monday delivery time frame was an all day time frame but would get a call the night before or the day of with a more specific 2hr window. Got my call last night and my delivery was scheduled tonight between 5:15-7:15pm. It is now 7:55pm and besides me calling the 800 number, being placed on hold but then disconnected, I haven't heard a peep. No call back, no delivery. Nada. They did honor their free bed frame Yelp check in offer though. Great store experience, disappointing delivery experience, so far. I will hopefully update my review when I get some resolution regarding this delivery mishap. read more

Today I came into mattress firm to look at and try out mattresses my boyfriend and I might be picking out for our first ever apartment together. We were ushered in and taken care of by a woman named Jamie. She started off very friendly and personable, but by the end of our visit she was abrasive, rude, and blatantly showing her frustration and how upset she was that we were not completely comfortable or sold on going through with the purchase; with OUR OWN money. We also heard her mutter something under her breath to her other coworker as she was walking by him and helping us at the same time, to which he replied sympathetically while still fully engaged with the computer, "oh I know, I know." We then told her that we were going to think about it and would probably come back. Before we could even finish our sentence she closed her resource binder shockingly and in an aggressive way, turned around, and walked away while waving her hand in the air behind her head. Coupled with the hand gesture and to seal the deal, she passive aggressively shouted a "pleasant" 'ok!' at us. Because of Jamie, this will be our first and only time ever visiting a mattress firm store. We were going to leave the store and have a discussion to talk about it more privately because we are very spending-conscious-people, and did set a firm budget for ourselves as we embark on furnishing our first apartment together. It was Jamie's responsibility to make us feel comfortable while we we there so that we felt comfortable coming back. That was not the case and Jamie was hostile and rude. As we were walking out, not one of the several employees (about 5-7ish) all standing behind the counter- and all at the same time- did not say ONE word for the duration of us walking from the counter to the exit. One can only assume because of general and broad perception of verbal and non-verbal cues in social settings that this particular cue- a cue of silence from an entire group of people- implies that as we walked out they were all just itching and waiting to say things like "waste of my time! Then why did you even come in?!" TO LOOK MATTRESSES, THAT'S WHY. Totally and entirely disappointed in this individuals behavior, and the entire workplace environment the employees have created and participate in when they don't get their way or make a sale. They have a great range of mattresses that are very comfortable, but don't come to this store if you want to feel welcomed and guided through your mattress-buying-experience, rather than being pushed, pressured and/or bullied into buying a mattress. read more

Bought a mattress last week. They forgot to ship everything on the receipt. When I called to get it take care of my he problem I was told I would be given a call the next day when one of the items would be ready for me to pick up. I never got a call. I called back last night and was told the item was there. I went today to get it. And was told when I got there that I should be happy because they were giving me free stuff. Then she said they got busy. So they got busy with new customers before people that allready gave their money.? Don't go here they can't follow through!! read more

That's what I call customer service. Non pushy, knowledgeable, honest and just simply, caring... Jamie, Paul and Tommy make a great team. Purchases a couple mattresses and they made sure that it was a white glove experience. read more

Great service! Went in looking for an inexpensive mattress and walked out with a beautiful stearns and foster! Jaime went above and beyond to make sure we got the best deal available! Would definitely recommend this location!! Thank you!!! read more

This was our first time at Sleep Train Mattresses and I did not check Yelp before we arrived. Buying a new bed is like buying running shoes - you have to test many out before the right one fits. Our sales person was Korbin and she was professional, approachable and friendly. She asked appropriate questions about our sleep pattern/habits in addition to back health in order to recommend which mattresses we should test. Korbin had us test several mattresses, explaining each one in detail while giving us the right amount of time to feel it out and answering all of our questions. Well, with her help, we found the perfect fit! She also showed us that Sleep Train Mattresses offers accessories, which we did not know and found a couple of great pillows, sheets and mattress protector to go along with our new mattress. Korbin was extremely helpful and we had a very pleasant experience making this purchase. Now looking forward to the delivery read more

Mattress Firm Bascom Square - Spent lots of time testing... - Mattresses Near Me - San Jose, California

This was one of the first times I went into a shop without checking yelp in a super long time. The hubby and I have been sore when we wake up for a month or more before we decided that time has run out on our current mattress. When we went in we didn't plan to buy. Ten years ago, I tried five stores before buying from sleep train and I recalled it was the only chain that was helpful and not pushy. Tonight, we went straight to sleep train first. We met Rich Fong and he is amazing!! Very friendly, welcoming, patient and helpful! He even showed us the best side sleeper pillows we have ever tried. We are both so excited about the new mattress, plus free shipping and free removal of our old mattress. Minus half a star for the delivery guys poor communication skills. He asked "Do you want the old mattress?" So naturally, I said no. He proceeded to bring the new mattress and box spring into my master bedroom. As soon as he realized my old mattress was on the bed, he seemed distraught and kinda yelled at me saying "I asked you if you wanted your old mattress!" I tried to explain again, that I do not WANT my old mattress but he didn't seem to understand. Ultimately he did take the old mattress away, thankfully. read more

The service I got here was outstanding. David gave me the best deal ever! I'm so happy with my bed. It feels like a cloud :D They really make you feel valued as a customer. I recommend the Campbell mattress firm because they are top in customer service and honestly you cannot beat their deals!! read more

Incredulous at the attitude of the woman who picked up the phone. I called to ask if they carry sleeper sofas -- their competitor Mancinis does -- and she said curtly that they don't. I asked if that was chainwide and she said, verbatim, "We're Mattress Firm, we carry mattresses." I just hung up because I was so gobsmacked at her attitude...if you can't even be kind over the phone as someone representing a business in the pandemic, you really shouldn't have a job speaking to people. Worst customer service interaction I've ever had, and because of it Mattress Firm won't get my business. read more

Don't go to this store, awful customer service! So, I went in early july to get a mattress with the free adjustable base deal. It was set to arrive the friday ~5 days after purchase.. np. However, when it first arrived the base was torn so we could not accept it. 2 weeks later finally there was an agreeable time for delivery again, but this time no base just the mattress. At this point it had been about 3 weeks since the original purchase that all we ordered hadn't even shown up. However, this wasn't the worst part. After the base didn't arrive I called the store. Jaime, the manager of the Bascom store, answered the phone and I inquired about what can be done to come to a solution. We went back and forth but finally came to an agreement. I thought all was well but she had the audacity to call me back a few days later to tell me how awful of a customer i was being. Claiming i was being mean when in reality i was much more composed than she, i felt like the roles were reversed. No one should have to have a manager of a store call you back to tell you that she is upset with you when you were checking in on your order. The items we purchased we finally received were good but the customer service is abysmal. So, all in all it is not worth it to go to the Bascom mattress firm and deal with the employees there. Go to a different mattress firm! read more

Daniel was extremely helpful and friendly. He cared about making sure we made the best selection. He's very knowledgeable and did I mention how nice the man is...very nice guy. read more

Ten business days have passed, and no check has arrived. I just called and found out why. They mailed it to the wrong address. Mattress Firm, you're not making any points. read more

Huge thank you and shout out to Destiny and Daniel. We ran into a situation where we needed a mattress same day and they calmly and efficiently provided us the options they had and went above and beyond to ensure we were taken care of and had a good experience. Great team, we're grateful! read more

I purchased a queen adjustable bed and a king adjustable bed a couple of weeks ago, and the delivery was a joke. First they called the day before to say it's coming the next day, then another call back saying it's delayed. Then when it finally arrived, the idiots show up 1/2 hour early, were in a big rush, didn't put the height I wanted, and they broke a framed picture I HAD hanging on the hallway wall. Now I just noticed the foam top is already sunk in where I sleep, and that is only 2 nights. The bad customer service said I need to break it in. I WILL NEVER BUY FROM HERE AGAIN! read more

Michelle was so patient with me. I really appreciate her taking time to show me many different models that met my needs yesterday, then showing my husband what I'd narrowed it down to today. We hadn't purchased a mattress in a long time. Michelle was great about explaining the changes in technology. I feel that we've made a sound purchase. It was a great shopping experience! read more

Sleep Train has been my family's go-to place for mattresses and bed frames for over a decade. The staff is always friendly and knowledgeable. I never have felt pressured to purchase anything more than what I need/want. Bonus: they do price matching (even with Costco prices!) read more

I'm a pretty good judge of character, and I'm absolutely sure when I'm being up sold on something. If i walk into a store and feel like someone is pushing the most expensive bed on me out of the gate, i'm going to walk. This place didn't have the vibe at all - in fact, the service seemed matter-of-fact "if you want our help, let us know, we're here for you" kind-of-vibe. I liked that. That said, I've been doing a lot of research on the best possible mattress to buy, and regardless of what store you go to, each will have their own opinions on what is good and what isn't. In fact, buying mattress at the store is pretty expensive compared to some options you can get online. You should probably check out a mattress review site before you buy a mattress, like mattress grader, or sleepopolis, it'll give a lot better idea of what's out there, what's good, what's not, and if you actually need to buy a mattress at the store, or if you can buy one online. I personally think getting a mattress online is a pretty interested way to go..... but there's pros and cons to both. (you can't try it out before buying it if you buy online / but online you have a lot better trial options). anyway, do your research!!!! read more

I was going to buy a bed on the Purple site, and decided to check it out first personally. I went here and Michelle was amazing. She asked the right questions and made the right recommendations. She didn't try to show me anything I didn't want, didn't pressure to add stuff to my order. She is really delivering a great experience for customers. In the pandemic environment even, she was really safe and highlighted what they are doing to make sure everything was taken care of. I am really happy about my purchase and she really went above and beyond to make it fast and easy to get on with the rest of my day. Thanks!! read more

Fucked up. So I order my mattress box spring and all a month before delivery.. I call the morning of my delivery to ask why no one gave me a time the day before like promised... Well they didn't even have my mattress in stock and I could wait two weeks for a new one.. The order was messed up on 100s of mattresses they said the mattresses were made wrong and couldn't be handed out... Had to go from Monterey to San Jose to pick a new bed and have it delivered the next day. They tried to make it better by only taking very little off Well.. The day it came they didn't add on the extenders for the frame for a cal king... They sent that later and left me to do it myself... Got it days later.. I won't be back.. And two people I know who got mattresses from sleep train had the same issue I did... So it wasn't just me and they never called. I had to call to get answers Unprofessional.. And when I went in to pick a new one totally inconvenienced I waited for an hour to get full help because they helped customers who came in over us who already purchased a very expensive bed ., we almost walked out and started over but I was already in that garbage.. Don't waste time. Go another place all of sleep train is fucked up .. At the end of this issue they tried making it better by offering more money off. They tried. Doesn't change the fact but I like that they tried to make it better. read more

I can't thank Tran enough for the awesome service and great deal she provided me during Labor Day weekend. I came in thinking that I Might buy a queen matresss (nothing definite), but came out of store having ordered TWO queen mattresses from Tran!! This will be the 3rd mattress I buy from mattress firm within 3 years. Yep, I am a loyal customer to mattress firm. I love the beauty rest brand they have there. As for Tran, she is smart, down to earth, a great resource of information, and super nice! Not pushy at all, thank goodness. I came back that day to change delivery date and mattress size and she was very patient and accommodating. I have been recommending mattress firm to friends for the past 3years since I was super happy with my first purchase. The last sales rep was good, but Tran was excellent. I hope she stays around till my next mattress purchase. This girl deserves a raise or promotion. Delivery experience: excellent. The delivery guys were great and friendly! So much better than the last delivery company 3 years ago read more