07/02/18 Sales associate on this visit was Ayesha. I went into the store based on a friend's otherwise pleasant experience. Explained how previously had an all foam mattress, very much liked that mattress, and sought same or newer version of that. Instead, was talked into buying the Hybrid (coil) mattress instead. Purchase also included an adjustable base, 2 pillows, and mattress protector. Granted, no one literally held a gun to my face for me to buy. Yet, I feel my experience here and with this sales associate was extremely subpar. My profession, sleeping positions, and actual like of previous mattress were either not inquired about or frankly way the hell overlooked in this situation. To this day, have yet to receive a follow up call inquiring about satisfaction with mattress. This is review 1 of what ended up being 4 trips to this same store, all worthless and could have been avoidable if had a more competent experience the first go around.
08/01/18 Sales associate on this visit was Alex. While I have no complaints or issues regarding this associate, this was a waste of a trip on my end. I ended up getting a wrong pillow (1 of 2) delivered when the mattress, adjustable base, and mattress protector were also delivered. Alex made a point of correctifying this error quickly and with little additional headache for me. Prior to my being assisted, another couple was there exchanging their mattress. Can't help but wonder how common a mattress exchange ends up happening here afterall. Bad sales experience the first go around or just a change of mind with mattress; to remain unknown. Review 2 of 4 to same store.
08/21/18 Sales associate on this visit was Gabriel. The dreaded visit back to the store to explore mattress exchange options. I'll lay out a cliff note version of Mattress One's 120 Day Comfort Guarantee: $129 transportation fee, $79.99 delivery fee, and you pay FULL PRICE on the desired exchange mattress (current sales and promotions will not be honored on an exchange). Blows, right!? Having that stringent of a policy is all fine and dandy ASSUMING all sales associates are trained and capable of selling according to preferences of customer. Twas not my experience! Feel free to explore my other reviews totaling the 4 trips to the same store for more of my experience. Going back to the associate and actual visit this day - Gabriel was great. I wholeheartedly think that I wouldn't be in this situation had he been my original sales rep. He was agreeable that I was sold a mattress not for me and while sympathetic to the situation, he advised me to stop by following day to speak to the actual store manager. Review 3 of 4 to same store.
08/22/18 Store manager on this visit was Suzanne. Had hopes that this would be a better experience, alas it wasn't. Suzanne was situational disinterested in every sense of the word, and she made no attempt of hiding it. She genuinely could not have been less helpful! To make matters worse, Suzanne spoke ill of both Ayesha and Gabriel, undermining their knowledge as well as time with the company (Mattress One). It's one thing for myself, as a customer, to question the knowledge of a sales rep given the experience. It's a whole other level of unprofessional for a manager to do so, especially in front of an already dissatisfied customer. The interaction with Suzanne closed with her assuring me that she would personally give me a call the next day after speaking to her superiors. Similarly to my first experience, that follow up call never came. These combined 4 reviews (this concludes 4 of 4 to same store) sum up my SHITSHOW of an experience with Mattress One. From the managerial taste I had on this visit, I highly wouldn't recommend working here either. Invoice #215512. read more
