I truly hope that my review helps improve the work of Mattress Firm in Miami and prevents other…read morecustomers from going through the same experience I had with a sales consultant named Alfi.
I purchased a Tempur-Pedic mattress and a Smart Bed Base. The total purchase amount was around $10,000, and I also used partial financing. The mattress was scheduled to be delivered to my condominium, where a Certificate of Insurance (COI) must be submitted in advance in order for any delivery to be approved.
I provided Alfi with a COI template required by my building management. He told me this was "plenty" and assured me that I had nothing to worry about. Alfi later confirmed that the delivery was scheduled for January 4 and told me that the COI had been sent and that everything was arranged.
I was waiting for the delivery between 9:00 and 11:00 a.m. The delivery truck arrived, but the drivers did not have the required documents and were not on the building's delivery schedule. As a result, the building management denied access and the truck left without completing the delivery.
I immediately called Alfi. He told me that he could not arrange for the delivery to return and that the only option was to reschedule it for two days later. This was especially stressful because that same day I had checked out of my Airbnb and moved into my newly purchased, unfurnished apartment, where I was waiting for the mattress. I had no place to sleep.
The day before the rescheduled delivery, I contacted my building management again to confirm that they had received the COI. They informed me that they had not received anything. I called Alfi, and he told me that he had been "VERY busy all day" and that the delivery team would bring the documents in paper form the next day. I explained once again that without the COI being sent in advance, the delivery would not be scheduled or allowed into the building.
At that point, Alfi started raising his voice and yelling at me. He said that he was doing everything he could and that if I was unhappy, he could simply cancel the purchase and refund my money. This was extremely inappropriate, especially considering that he had already set up financing for me, which means:
a) it impacted my credit score, and
b) canceling the purchase would have required me to deal with the financing company separately.
He ended the conversation by saying that the mattress would arrive the next morning with a paper COI, that there was nothing more he could do, and then he hung up on me. I was emotionally exhausted, but I had no other option.
The next morning, the delivery team arrived -- and once again, they did NOT have the Certificate of Insurance. I tried calling and texting Alfi, but he did not respond to any of my calls or messages.
In the end, I had to personally beg my building management to allow the delivery. They agreed only because they already had a valid COI from Mattress Firm for another unit in my building and were willing to make an exception for me.
On top of everything, I was supposed to receive a complimentary pillow set with my $10,000 purchase. Instead, I received only ONE pillow. The delivery and mattress protector were fully paid by me and were not complimentary.
I would strongly caution other customers against working with this sales consultant, Alfi, who works at Mattress Firm Grove Central in Coconut Grove, located at 2750 SW 27th Terrace, Suite 105, Miami, FL 33133.
I am also addressing Mattress Firm management and respectfully asking you to take action regarding this employee. I am confident that there are many professional and capable sales consultants in Miami who do not provide false information, know how to handle standard delivery documentation, do not raise their voice at customers, and do not create such a stressful and traumatic experience.
I would appreciate receiving feedback on whether any action has been taken to prevent this from happening to other customers. I would also appreciate receiving the second complimentary pillow that was promised with my purchase.
