This is long, so here's a summary for those of you who won't read all the details. Great local…read morestore and great salespeople. Horrible delivery process from start to finish with delays, poor communication, and abuse of my time.
The experience of buying a bed was great. The salesperson was extremely knowledgeable, and the Black Friday sale gave us a great price. My ex was a mattress salesman for many years, so I knew what to expect and how the process should go. Mattress Firm checked all the boxes in-store. I was very happy with them.
HOWEVER, delivery was a challenge, and it took over a month to get the bed. When we purchased the bed, it was in stock. They only deliver to Wisconsin Rapids on Thursdays and Sundays, and the first available date was the Sunday of Thanksgiving weekend (about 2 weeks after purchase). Since that didn't work for us, they scheduled for the following Thursday. Then, two days beforehand--when I'd already cleared my schedule to make sure I'd be home--they cancelled delivery because the bed was now on back order even though it was in stock when I ordered. I'm a busy person and have a full schedule, so rescheduling was challenging; I have family commitments on weekends, so Sundays were out, and I work so finding a Thursday where I could clear my calendar of work commitments was also tough. (You have to be prepared for delivery at any point in the day; they don't give you a delivery window until two days ahead of time.) But, okay. I cancelled some meetings because I didn't want to wait another month for my bed.
Then, the day before delivery, I got a confusing text message: "This is your entrance mattress. Can you pick me up now in the afternoon?" I replied by saying I was having the mattress delivered, not picked up, so I was confused. Next text: "Deliver in the afternoon now?" Since delivery was scheduled for 11 am to 1 pm, I thought they meant they'd be pushing the delivery to later in the afternoon. Not ideal, but fine. I'll make it work. So, I said "OK. Afternoon works. Any idea what time?" Fast forward a few hours, and I get another text message: "I will be to your house 55 minutes."
WHAT? The bed was supposed to be delivered the next day. The messages were so garbled I didn't realize they were changing both the time AND the day, especially since they'd emphasized to me at the time of purchase AND when rescheduling that Sundays and Thursdays are the only days they deliver. When they told me they'd be at my house in less than an hour, I wasn't prepared. I hadn't moved things around so the mattress could be moved in/out of the room. I hadn't stripped the bed. I hadn't sedated my highly anxious cat so she wouldn't scratch up all the furniture in my spare bedroom while she was locked inside during delivery. I wasn't even at home! So, I quickly ran home, scrambled to get everything ready, and lost over an hour of work time. I was not pleased.
All the hiccups in the delivery experience will make me hesitate to purchase from Mattress Firm next time I need a bed, despite the great price and excellent local customer service.
UPDATE: After seeing this review, Mattress Firm reached out and offered a set of premium pillows to make up for the poor delivery experience. I'm glad they tried to make it right, but I do hope they'll learn from this experience and make a stronger effort to clearly communicate with customers when deliveries need to be rescheduled. Those garbled, nonsensical communications WERE NOT effective.
