I am amazed at how a company in such a commoditized business as selling mattress can CLAIM that they differentiate themselves with customer service but can then fail in nearly every aspect of customer service. I went to the store in early February looking for the firmest mattress money could buy, and the store manager, Shah, pointed me to the Stearns and Foster "Adele" model. Did some quick research from my iPhone while in the store, and found a better price on 1-800-Mattress.com, and Shah agreed to beat it by matching the price and waiving his delivery fee. (Side note: It's not easy to price shop mattresses. The big mattress makers like Stearns and Foster assign a different name to the same mattress at each retailer, to prevent you from comparing mattresses in an apples-to-apples fashion. So the "Adele" model that I wanted might be called Pauline or Maxine at another store. Apparently Stearns and Foster doesn't believe in capitalism.) I confidently strut out of the store, excited to tell my girlfriend we are getting a new ultra-firm mattress, and that our back pain would soon be no more. Boy was I wrong. The mattress was to be delivered that weekend. The day before delivery, Brian, another store employee, called me to inform me there was a mixup at the warehouse and the mattress wouldn't be delivered that day. He said it could be delivered two days later instead. I acknowledged and was still a happy customer. He calls me back later that day to leave a message saying: "Oops, I made a mistake. Our delivery company doesn't go as far north as you are on Sundays, so we can't deliver to you then." Days go by and I hear nothing further as to when the mattress will be delivered. Just as I'm about to call and cancel the order, Shah calls, apologizes profusely, and offers us a discount and some free pillows to keep my business. I agree, and the delivery date is scheduled again for a week later. The delivery day arrives, and Shah calls again, this time saying the delivery has been cancelled due to inclement weather. He offers another discount in order to keep my business, and once again, I foolishly agree. Delivery is re-scheduled for a few days later, with a window of 5PM to 9PM. It's now he evening of our highly anticipated mattress arrival...we're excitedly buzzing about the house, dreaming of...well, the sweet dreams we're going to have on our new ultra-firm mattress. 6PM, then 7PM, then 8PM, then 9PM, then 10PM, and no phone call and no sign of the mattress. The next morning I'm fuming, and as soon as the store opens, I call, and am greeted by Dan. I explain to Dan that a mattress that was supposed to be delivered last night failed to show, and there was no news regarding any local mattress nappings. Dan's response "Umm, okayy, let me take your number down and get someone to call you back, because I'm pretty useless." I wait a few hours, and to my utter outright shock (sarcasm), nobody calls me back. I call again. Brian answers, because Shah is apparently on vacation. Since Useless Dan obviously didn't communicate my issue to Brian, I repeat the entire story to Brian. Not only is Brian unaware that a delivery was scheduled to my house the prior night, he is also unaware of any delivery failures. He does, however, promise that he'll look into it and get back to me. An hour later, Brian calls saying that the prior night's delivery failure was due to the delivery company not being able to find a box for the mattress. WOW. Imagine your pizza delivery company canceling your order telling you "Sorry sir, we don't have a box for your pizza, and our delivery guy gets hives if he makes bare skin contact with pizza crust." Brian offers to have the mattress delivered that night. I tell him that at this point, I expect the mattress for free. Brian explains that he doesn't have the power to do that for me, but he'll have the district manager call me to discuss the matter. The mattress did arrive that evening, but no phone call was ever received from the district manager. read more

Salesman = 5 Stars Delivery = 2 Stars 3 Stars = A-Ok - That's my rating because of the following: My salesman was Ben and he is a genuine person. That's what I got from him in our conversation and that's why I bought a mattress from him. In addition, he worked with me in regard to my budget and didn't try to upsell or pressure me at all, even when I thought that I needed a mattress for more. I think that I got exactly the right mattress and didn't feel, in the slightest, ripped-off etc. This is why I would recommend to others MF and Ben, in particular. The other salesmen may be equally as good, but my experience was with Ben. I went across the street to Steinhafel's and I will admit, the salesman there also gave me a good price and didn't try to jerk me around or upsell me in regard to finding the right mattress for me. He wasn't quite as personable though and when I called Ben to discuss the mattress again, he closed the deal for me. Now, on the delivery side is where I would say MF needs to improve. The delivery side needs to communicate much better with the sales staff. I really felt left in the dark, as to when the mattress would actually arrive at the store for pick-up on the day that I was told it would. It was almost like, it would be at the store for pick-up whenever was convenient for the driver. That is why I am lowering my overall rating to 3 Stars. read more

Went in to get the Tulo mattress I saw online. Salesman, I think his name was Alex, was very nice. I hate going into a place and have a salesman breathing down your neck, but this wasn't the case. I was in and out with him 15 minutes with my order placed for delivery. Thanks! read more

We recently enjoyed a fun day visiting WI State Fair last week. We had an encounter with a unscrupulous salesman at mattress firm. He asked if we wanted a quote. We said yes, he made my husband sign a form and he obtained my husband's drivers license and went to his laptop. Well, he said he was going to give us a quote. Well, this sleazy guy signed us up for a credit card. Got the credit card today in the mail.. My husband immediately called the credit card to protest. We never signed up or purchased anything! The Guy who was not from this country refused to stop the card. He said we had a transaction. How could that be when we never purchased a thing. After much anger and arguing with this guy, he says we have a pending transaction. Again how can anything be pending when we never purchased a thing? How underhanded and unlawful thing happen like this.. The credit card (never heard of them) would not back down. Well my husband is at a mattress firm business as I type this. WARNING- do not trust this company. Maybe it's one dishonest salesman, but we think that this company uses this tactic regularly. Do not do BUSINESS with Mattress Firm. We purchased from Steinhafels who sell memory foam mattresses.!!!!!!!!! read more

Went to Mattress Firm to get a bed for my daughter while at school. Met with Ben who was extremely helpful and didn't try to sell us. We are now walking out of Mattress Firm with a new bed. Thanks Ben. read more

Very great service. Andy was extremely helpful. He helped us get a nice mattress quick and easy.

This store has excellent service. Ben maybe the best salesman ever. He was nice and helpful. He told me the truth straight up. He did not feel pushy but was pushing me to the mattress I needed in my budget. Makes me wish mattresses didn't last so long so I could buy another one from this guy. read more

Horrible customer service! The sales guy was very pushy and unprofessional. The sale guy gave us attitude when we decided not to get the item. read more

Clean, well laid-out store. Made it easy to find exactly what I wanted. The sales guy was helpful and not pushy. Nice experience and I intend to return. read more

Bought a bed from Mattress firm in September of 2015 and now have to buy a new bed as there is a sink hole in the middle of my mattress and this is a pillow top mattress no less. There should be no sink hold in the middle of my bed less than 2 years after I bought it. If it is too good to be true, it really is. This mattress started breaking down right after the 120th night and has gotten worse ever since. Sales Rep = 5 Stars Delivery = 2 Stars and that is generous Bed = -5 Stars since it hurts to sleep in it. The bed suck! read more

Marco made it incredibly quick and easy. I wasn't there for more than 20 minutes and got a pretty solid deal. Honestly installed this app just to give him 5 stars. First time buying a mattress and wasn't looking to get the most expensive thing out there, I was glad he didn't try to influence me towards something more than I could afford. Seems like he knows pretty well what he is doing and quite able to read his customers. read more

Marco did a great job of explaining aspects to consider and encouraging me to test the choices available.

Andy helped us to select a firm mattress for our guest room. We were happy with our purchase.

Andy made the whole process very easy. He was super friendly and happy to work within our price range. A great experience overall.

Went to Mattress Firm to get a bed for my daughter for this fall session at school A nice clean store. Met with John who was extremely helpful. Daughter struck a deal with John and we plan to pick up the new mattress set in a few days Thanks John read more

I am a college student who has been dreading buying a new mattress for many months because of the process and hassle, however just one visit to this store and I ended up leaving with a set that I am completely satisfied with and I am excited to receive it tomorrow night. Ben was very engaging right off the bat, which I thought would be a bad thing, but he was very informative and immediately helped narrow down my choices. Having a personable sales associate is incredibly important to me and it helped me be more engaged with what I was looking for. Within 30 minutes I had gone from overwhelmed to leaving the store with exactly what I wanted. Great, engaging service! Thanks! read more