I brought my father here to find a new mattress. After listing to the salesman and trying out a few…read morebeds he changed his mind a opted to get a adjustable base bed as well as the mattress. The salesman was more than helpful with the selection process. My father didn't know what kind of bed he wanted. After a few simple questions and demonstrations he decided on one of the beauty rest models. My dad wasn't ready to by and we received no pressure from the salesman. He was so personable that we decided to come back and purchase. He even provided a price quote. The payment and delivery scheduling only took a few minutes. The salesman honored the quote from a few days prior. We purchased on a Saturday and they had a delivery for Monday morning. The mattress came with a ten year guarantee and the base had a two year warranty. There is also a 120 day try out period and they say you can exchange the mattress if you find out it doesn't suit you. Overall a good shopping experience.

I am wiring this review with the goal to help other consumers should they purchase from Mattress…read moreFirm. I purchased a Beauty Rest 2.0 pressure smart mattress from the Timonium. MD store and James was the sales person. He was pleasant but misinformed me. I made my decision based on what he told me. I asked him that during the 120-day period "trying out period" should I experience back pain and need to exchange the mattress, is there a restocking fee. He said 'no,' so long as I exchanged/purchased another comparable mattress. I asked if there was another delivery fee, he said there was not. I came to find out later this was not true. After the first week, my back pain increased, but I understood that it can take 30 days to adjust. I thought buying an adjustable base would help alleviate pressure on the lumbar area, but it did not. I worked with Odessa through the online site. I wanted to return it but was told it is non-refundable, nor could a store credit be issued. I was not aware that it was not returnable. Odessa explained it was cited on the invoice; it was but in a very obscure place. I explained to Odessa that after sleeping on the mattress for over two months, I still experienced back pain. She informed that that only one exchange was allowed and suggested I go to a store. I did not return to the Timonium store, Instead, I went to the Pikesville store and tried several mattresses. The sales person I worked with was Wayne. After deciding the Beauty Rest hybrid mattress was best, I asked Wayne if it was possible to take off $200. He said he would speak to the manager, but I had to commit. I said I was. When I then explained the sale would fall under the comfort exchange policy, he said, "You're playing me." I was surprised by his comment. He repeated this several times. He then told me about the restocking fee; I was not aware of this given what James told me. Further, he said that the exchange applied to the retail cost and not the sale price. This made no sense to me. He said this is what his manager told him. I said, "I have to pay the difference between the sale and retail cost before the exchange can occur? Why are customers not informed upfront about this. His response was, "Well, it's just like when you get married, you don't talk about divorce." This was incredulous to me. I decided to leave and said, "Thank you for your assistance." He just stared at me not saying a word. It was an unpleasant and awkward experience. In my opinion, Wayne's works spoke more about his commission than serving the customer. I followed up with Odessa August 11 regarding my experience with both the Timonium and Pikesville stores. She was apologetic and said she would bring it to her manager's attention. On September 1, Odessa responded that she created a case regarding my complaint and "they will be reaching out within 48 hours." I did not receive an email or call by management. I followed up with Odessa September 20, she resubmitted the case and, as of this date, no one has reached out. Consumers, be aware of the restocking and delivery fees. Read the fine print on the invoice and on the site. Read through the exclusions. Don't rely on the "sleep expert" (ask for it in writing). Mattress Firm's corporate values: (1) Customers first- "We help people sleep well..." (2) Integrity - "We trust our employees to be honest, respectful and reliable; (3) Promote inclusion- "It's important to make sure everyone feels seem, heard and valued." My experience was the antithesis of said values. I spent $1400 for an adjustable base and mattress that both disappoint. Capitalizing on the comfort exchange policy was in vain. I felt disrespected by Wayne, misinformed by James and disregarded by Mattress Firm management. What a costly transaction because of misinformation, lack of transparency and accountability. In closing, choose your mattress company wisely. The majority promise some exchange (or refund) if you're not satisfied. Comparing a few companies' policies, I found Mattress Firm the least customer-focused. For example, Mattress Warehouse return policy requires the customer to pay $25 per piece and cost of freight. Macy charges the customer 15% fee. U.S. mattress requires the customer to cover the re-delivery fees. IKEA does not charge for returned mattresses and covers the delivery fee. Bear Mattress does not charge the customer any fee for returned mattresses. Tempur-pedic refunds the customer the full amount less the delivery fee. Obviously, I selected the wrong mattress company.