BOTTOM LNE:: Apparently, in THIS economy, decision makers for this retailer think lackluster attention to customers and awkward store access is a good idea. We wondered how they came to that conclusion as we walked out of Mattress Gallery and took our checkbook to visit their competitors. I'm more inclined to ignore the one star worthy vendor rather than invest the time to write a review. But when something is bad enough that I feel compelled to give other Yeeps a "heads up", it becomes worth the time to do the review. So here goes. HERE'S THE WAY TO ALIENATE POTENTIAL BUYERS IF YOU'RE RUNNING A MATTRESS STORE: Just follow the Mattress Gallery's step by step example: 1. Toss a couple of box springs on the pavement outside the store and stand a mattress crumpled on it's side between a bike rack and the building. This will set the customers' first impression and make them wonder how the rest of the inventory gets treated. 2. Make sure there are so many reclining chairs right inside the front door as to present an obstacle course, both physically and visually, to customers coming in. 3. Follow that up by having the mattress inventory so tightly spaced that it creates a sense of "stay away" rather than "come try me out". 4. Make sure the single sales person doesn't acknowledge arriving customers with "Thanks for coming in - I'll be with you in a moment", but simply ignores them while he places a couple of phone calls. 5. Make sure you do not have names of mattress styles or features easily labeled for customers to look at so they can sort out for themselves what might be in their interest category as they wander about waiting on the single sales person. 6. When the sales person eventually "catches up" with the buying customers, be sure he is overly familiar "Hi kids! Whatareya lookin' for?" 7. When another customer arrives, make sure the sales person simply walks away from the potential buyers. No "excuse me a moment,..." but simply walks away and then engages in an extended conversation about a mattress the other guy's wife looked at last week. Leaving the previous customers "stranded". 8. When the "stranded" customers say to each other "We're done here" and head for the exit, send the sales person right behind them to ask "So how'd it go? See anything that would work for ya?" (Seriously.) Then you'll be sure to have your potential customers spend their money with your competitors, at places like Mattress Factory and Bed Mart where they'll get good quality customer care from well informed sales staff as well as easy access to well organized and maintained showrooms. read more

Wilson's Mattress Gallery - Mattresses Near Me - Bend, Oregon

Once they get your money they they absolutely do not care about you any longer. I spent $2,000 on a TempurPedic mattress, it has collapsed in the center, I went back to talk to them four times for warranty help. The last time I was in there Crystal the saleswoman at Wilson's, got up from the table when we were talking and said I have a customer, I have to go. My advice to you do not buy here. read more

This is where you go for the small town personal care you used to expect in Central Oregon. From sales, to the office, to the delivery team, everyone we dealt with was very friendly and really took customer service seriously. No pushy, commission-driven salesmen, just honest, knowledgeable people who want you to sleep well. When issues completely out of their control arose, they were accommodating and generous. Based on research and previous mattress experience, I narrowed down my choices to only a couple mattresses that I wanted to try. Bob actually listened to what I had to say and showed me the ones I wanted and then directed me to a couple other choices that would honestly suit me. He gave me space to figure things out and didn't push a sale. When I came back to order the mattress Cody took the order and was honest and friendly Due to Covid-19 the manufacturer was behind. We were made aware of this from the beginning and completely understood, so we were patient. Again, the manufacturer pushed delivery out, this time indefinitely and the store went above and beyond to accommodate us and gave us a mattress that was comparable but even better quality. The delivery team (which included Cody again) were on time and professional. They were careful, wore PPE the entire time and took away an extra mattress we had and didn't want, just to be nice. read more

We shopped 4 other mattress locations and 1 furniture store. None of them measured up. We had a great experience shopping here and bought a very nice bed set for much less than all the others for the same brand and set up. The sales guy spent about 45 mintues with us as we tried out almost every set up He was nice and knowledgeable about the product he sold. The delivery guys that came by were also very professional and cleaned up all the packaging material. They even came back when we changed our mind about how we wanted it set up which took another 30 min to change. I feel we made a good choice shopping there. read more

We had doubts about virtually all of the listed Mattress stores in the area; and after visiting most of them concluded our best outcome would likely be determined by finding a knowledgeable and customer oriented sales associate that could deal with our needs objectively. That's what landed us at Wilson's -- and with a very helpful and pleasant sales associate, Crystal Anderson. Our needs were fully analyzed, and we were able to settle on a satisfactory purchase at a reasonable price. And to enjoy excellent customer service along the way. There probably is no "one size fits all" mattress store solution. However following the path of finding an excellent sales consultant worked well for us. read more

I have to admit I was skeptical to buy from here after all the bad reviews. However, we went to 4 different stores in town and I laid on pretty much every mattress. The only one where I felt that the bed felt heavenly when I laid on it was at this store. I literally came back 4 times and brought my own pillow and laid on it for at least 30 min to be sure. The price was more than I wanted to pay, but I have hip and back issues and figured it's worth it for something to help me feel better. I wanted to make sure I was getting the best price and looked around and online the same mattress was cheaper. Bob the salesman beat the online price by 10%. He said it would be here by the next week, and we left. We had actually moved to the guest bed because our bed was so bad we could feel the springs through it and it was a hand me down x3 so probably 20-30 years old. In any case, we couldn't wait to get our new bed. We were disappointed when it hadn't arrived at the day expected and Bob felt bad for us and gave us a free mattress cover even though it wasn't his fault. When we finally got our mattress, we were so excited but then super disappointed because it felt nothing like the one we had laid on in the store. It was so much softer and we sank like there weren't springs in the bed, particularly on one end. We told Bob right away but also told him we would try it out a couple months to make sure, since every new bed needs a break in period, even though it should have been harder and then become softer. After a couple months and contacting the mattress company who makes the bed also, to confirm it should feel even everywhere, we contacted Bob and asked if we could switch it out for the same bed, hoping it would be better since we truly believed we had a manufacturing defect bed. He gave us no problems and even waived the delivery fee. We just received our new mattress and it's exactly what we had expected originally. I just wanted to give this company a positive review since there are so many negatives, and also say Bob was great to work with and I would recommend using him. Hopefully Simmons doesn't create defective beds anymore, but in any case Bob made it a good experience. My only complaint would be the delivery guys could have better hygiene. It smells like they don't ever wash their clothes or bathe. I was worried it would make the mattress smell from them touching it, their odor was so strong. They were very friendly and did a good job with carrying the heavy mattress, but I would definitely recommend they shower and wash their clothes to better represent the company. Also, to address the other reviews saying Bob is inattentive, he is just a non-pushy salesman which is what I like. He asked if we needed any help, and also said he had a few phone calls to make but to let him know if we had questions. When it comes down to it, he does what is important, such as good customer service. read more

After reading Michele's review, I felt compelled to write a positive review because we had a wonderful experience here. This was our first stop for Mattress shopping. We have not made a final decision yet, however we found their prices to be very reasonable. The salesman was very helpful kind and patient. I wouldn't mind spending my $$ here. Great local store! read more

We Purchased our mattress from Wilson's and it was a very positive experience. No pressure and a very relaxed atmosphere. We were suppose to wait one week for delivered but the Mattress was damaged in delivery they quickly shipped another mattress up from Calif., delivered and set it up. When our sheets came, we found they were upgraded to a much higher quality. read more

inattentive salesperson. poor customer service after purchase. We purchased Simmons Beauty Rest mattress set and it was good for few years. It started to sag really bad after 5 years. It is sagging 2.75 inches. My husband can't even sleep on it because it is giving him a back ache and I avoid the multiple sag spots when i sleep on it, it's super uncomfortable. Our Simmons Beauty Rest king size bed is pretty much useless as a bed because the sagging is so bad. A mattress that cost almost $1300.00 should hold up better than this. Simmons warranty isn't helping us with this matter, very very poor warranty and service! read more

I don't understand the negative reviews. My husband and I purchased 2 mattress set here. Helpful, but not pushy. Delivery and set up timely and courteous. Made an exchange w/o any problems. Bob Hand was great. read more

I don't know why they bother with a showroom. The beds you get are nothing like what you tried out in the store. Exchanged our first choice after a few weeks and the second mattress isn't much better. Apparently they run the displays over with a truck to get them comfy. What we got isn't even close to what we thought we were getting. I do love the adjustable base, but the mattress...well, I wish I had my old one back. $4000 spent for nothing. read more

My shopping experience in the Mattress Gallery was great! They had a large selection of mattresses in all different price ranges. The sales associate was incredibly knowledgeable about the differences in all of the mattresses and able to answer all of my questions in depth. In addition he was not to pushy, just attentive enough to be helpful. In addition all of the mattresses were clearly labeled with names, numbers and descriptions so that I could tell what I was testing out. All in all I would say that I had a very positive shopping experience and WILL be purchasing a mattress from them! read more

Unfortunately, we cannot say anything positive about this company. We purchased a mattress set and a Lane sofa from Wilson's in Bend on 8/26/09. The mattress, made in Oregon, is fabulous. The sofa we bought for $100 off the regular price, as it had a minor rip in the fabric. Within three days, the sofa's reclining mechanism was broken, and we called to report the problem. The sales agent said someone would call us directly. After 6 days, we contacted them again, only to be told they were busy, but someone would call. Two weeks and several calls after the purchase date, two men came to our house to look at the sofa, but left without fixing anything, saying only that they were to inspect the sofa and report back to their company. When I called to ask what the situation was, I was told that was how they worked, and I would have to wait. When I suggested I return the sofa for a refund, I immediately received a call from the owner, Brad Wilson. He said he was sorry, but they had 'dropped the ball', by not informing us that the sofa was sold 'as is.' I mentioned that the rip in fabric was known to us, but the reclining mechanism is supposed to be covered for life by Lane, and insisted that they should be able to repair it. After reminding us of what a favor he was doing, he said they do not get out to our area much, and if they came out that way again, they would swing by. After contacting Lane about the situation on 9/24/09, Wilson's called us to say they would fix the sofa, and would pick up on 10/01/09, and return on 10/02/09. On 10/03/09 they returned the sofa. Later that same evening, the pull cord broke again. Turning the sofa over, we discovered that the mechanism had not been fixed; in fact, the exact same temporary bolt inserted by my husband was still there. Wilson's had replaced the broken pull cord, but not the mechanism itself. Four days later, and we are still waiting to hear from Wilson's. An email from Lane assures me that the replacement parts will be sent to my residence soon, so I can skip the trouble with Wilson's. I couldn't recommend this company to anyone, except people I have no respect for. What a shame that they make a sale, but then treat their customers like rubbish. read more

There are two other 1 star reviews for this operation and I agree with them both on the customer service aspect. I am not going to waste anymore time with these guys except to say; I went in there 3 times and had the exact same experience all three times nobody cared I even walked into the dump. read more