Buyer Beware--Do Your Homework First My experience with Mattress Firm Key West started off promising. Christopher, the salesperson, was pleasant and helpful during the in-store visit. Delivery was smooth and on time, which I appreciated. But unfortunately, things unraveled after the sale. After receiving my bed, I got an email prompting me to connect my adjustable foundation to an app. I tried, but kept getting a QR code error. That led me to the manufacturer's website, where I discovered there were multiple foundation models--and realized mine wasn't compatible with the app. I also noticed promotional discounts I hadn't received. I returned to the store for help and was told the app only works with a more expensive foundation--something I was never informed about. I asked about upgrading under their advertised 120-night sleep trial and was told I could, but only if I paid the price difference plus a $250 restocking fee. That felt misleading. As for the discounts, Christopher said he had "upgraded" me to a foundation with massage features. But what if I didn't want that? Or preferred a different upgrade? That choice was made for me without a clear explanation. Bottom line: ask pointed questions and do your own research before buying. Understand exactly what features your bed and foundation offer, and don't assume the advertised trial or discounts will apply without conditions. read more

Worst sleep of my life and they want $209 to return it! Worst place. Do not recommend

Absolutely horrible experience. I asked the salesperson twice (on two different occasions) if they would remove my old bed, mattress, and box springs. He said yes!! It would have been a deal breaker if they didn't because I have no way to move one. That's why I asked twice! He did whatever he needed to do to secure the 8k sale on the last day of month. Can you days sales goal?!? Today they showed up to delivers the beds ans now they are re saying they will not take the told ones! I hate it when sales people lie. read more

We ordered a new mattress and the changed our minds. We paid cash. Been waiting 4 weeks and no refund. Jimmy and Chris are the worst customer service people ever ! read more

Wayne was incredibly helpful and took a lot of time with us, even though we were upfront that we're from out of town and wouldn't be buying anything. He's very knowledgable and cares that you get a mattress you really want. Also their massage chair is amazing. read more

If I could give less stars I would. DO NOT TRUST the manager named , Chris. He downright lied to me about my financing. Gave me a choice of 3/6/12 months financing (interest free) . I chose 12 JUST in case something bad happened, and it did; I was hit by a car on my scooter. He acted like a GREAT guy but he is simply a con man. When I spoke with the finance company and they informed me that it was a six-month plan I told them that's not what management told me at Mattress Firm. The finance company said he may have made a mistake just call him back they could change it on that end , meaning at the store. My best guess is that Chris is getting commission on (what is commonly referred to in sales with financing availability) as the back end, and so refuses to keep his word. Again , he seems like a great guy when he selling you the bed and the financing and then turns into a Con Man and crook. We spend a lot of money to live in Key West and we all work hard and if anything happens to us like getting hit by cars while you're on a scooter or your bicycle , or a hurricane, it can set you back really far (as we ALL very well know) This is specifically the reason that I chose the one year Interest free plan. And I imagine since you can't trust the management there that you can't trust anyone there . Watch out BUYER BEWARE Hi Nick Owner, I hope you had a happy Thanksgiving with your family. Although I spoke with Chris twice , and he had been sticking to his canned reply, he did call and leave me a message on the 23rd offering to "offset" ---(I'm not sure really what he means) something by "refunding" $128.98 , within an hour or so after my Yelp review. This reaffirms his con man character because until the Yelp review he offered nothing but the same canned reply rather than discuss the way he conned and lied to me at the store by reviewing our conversation with me. As soon as I spoke with Genesis , and was informed of the 6 month term, I left two detailed messages for Chris, with Jimmy. After my second attempt to reach Chris, I expressed my frustration with Jimmy about my need to resolve this and Chris did leave me a voicemail stating that he was returning my call. Both of our conversations (I called him) were completely unresolved. He stuck to the canned reply- stating that , "Genesis does 6 and 12 months and that it's up to them." On the last call I repeated , verbatim , a bit of our conversation at the store and he just ignored it and went directly back to that canned reply. The fact that he completely ignores that he directly lied to me frustrates me to no end. Especially so because I have a friend who is VP Sales , in another region, who initially told me that I should send him a shot of the label on the bed that I was choosing so that he could inform of the bottom line on the price, thereby making it FAR easier to negotiate a better price. Chris and I had detailed conversations about many things including : When he arrived in Key West (recently), difficulties he was having finding reliable employees/or hiring period,Irma, and how he's getting himself and his family started down here, etc. AT THAT POINT, I made a conscious decision NOT to dig into his commission at all even though I was still reeling (financially) from the effects of Irma. When he asked permission to run a credit check , I told him, "Sure , but don't count on it. I have two credit cards with very low limits, but hell, give it a go". His voice brightened and to both of our surprise he was able to inform me that I had been offered both 6 AND 12 months- interest free. I was elated and told him let's do the 12; that I would have more time to pay it off and it would benefit my credit score also. This is a long shot (but would prove his con man sales technique and thereby ease some of the frustration I'm feeling after being directly lied to and conned) is there any chance you have AUDIO /video in your store? read more