After spending several months visiting more furniture stores than I can even remember, searching…read morediligently, laying on mattresses, researching company and product reviews, etc., in order to replace our much-loved 20-year-old mattress, we finally decided to purchase a king sized G3 Luxe Intellibed and a base from Mattress Firm.
Given that humans spend at least 1/4, if not 2/3, of their life sleeping--generally on a mattress--and that time spent laying on our personal 'recharging stations' can positively or negatively influence our sleep quality, and how well our body functions in general, we wanted to give the decision the time and attention needed to make the best decision for us.
There are other stores that sell Intellibed; and, in fact, Intellibed has a location of their own in the Fashion Place mall, but we decided to go with Mattress Firm because, in large part, of the fantastic customer service.
In my Yelp reviews, I have a strong focus on what kind of customer service we receive. In a service-based economy, this should be given priority from businesses. Even in the current downturn we find ourselves, where many businesses have shut their doors for good, often a consumer can still choose not to buy at all rather than go with a company that gives poor service.
I primarily worked with a fantastic individual named Cathy, and the time between when we first walked in to when we signed the paperwork was probably about six weeks as we narrowed down our top choices. Cathy perfectly blended her bright and friendly personality with the appropriate amount of professionalism. Whenever I contacted her for questions, she responded quickly when she knew the answer right away, and within an acceptable amount of time when she needed to do some work for the answers to my questions.
There were some issues after the paperwork was signed. One was that the paper quote I had wasn't the price I was charged. Because I hadn't been given an expiration date for the quote, and because I had been in close contact by asking questions, I had assumed the price was set, though I noticed this not long after signing the papers but before the bed was delivered. To be fair here, I didn't pay the attention I should have on the day I signed, and I didn't ask questions I should have. I brought it up to Cathy, who did some work to be sure those items previously quoted would get that price, ensuring I would walk away from the experience a satisfied customer.
I had also bought some sheets through Mattress Firm, and one of the bedding companies sent me the wrong color twice. I contacted Cathy directly about this each time and she was quick to work on the problem.
The guys who delivered the mattress were real troopers. This mattress is a heavy beast, and they had to carry it up some tightly boxed in stairs. They were polite to me and respectful of my property.
We've had the mattress now for a few months and have been happy with the purchase itself. The experience with this Mattress Firm location itself was a pleasant one. The other employees, like CariAnn, that I interacted with were helpful and pleasant. The store was clean and well maintained.
Despite the particular issue outlined previously, Cathy did a great job trying to make sure I had all the information I needed to make the most informed decision I could. If this review is being read by someone in corporate with the authority to do so, Cathy should be given recognition in some way for the exceptional way she not only does her job, but also how she represents Mattress Firm in a positive light.
Employees like Cathy make or break a consumer's experience with any given company, and it is only because of these kinds of employees that I can often recommend a business or not. Mattress Firm has good product, but lots of places do too. They have the most generous trial period I've come across, though I have no experience with it myself. A company can say they will do a lot of things for you to be sure customer satisfaction, but ultimately it will be a person you must deal with to get those things done. For anyone searching for a mattress, I recommend this Mattress Firm and asking for Cathy.
