Mattress Firm Terrell Heights

I bought a mattress a month ago and it has developed a sag. I called the store and talk to David the «manager» and he said I was well within my 100 day sleep satisfaction guarantee and that all I would have to do is pay $ 69.00 and get it exchanged. I told him that it is under warranty but he said it would take too long (4 weeks) to warranty it and that every store does it this way and that was just the way it is. I called him on Saturday and went to the store to show him pictures of the sag and he agreed that there is a defect but that I would still have to pay the $ 69.00 dollars. I asked for his boss and he said he would have him contact me either that day or the next but I still haven’t heard from him. So, I called back today and spoke to some other guy and he said he would look into it and call me back the same day but never did. I called their «customer service» number and that was pointless, they don’t really seem to have a standard operating procedure in place. The lady couldn’t give me a definite answer about the warranty and delivery costs. The only thing she knew for sure is that I was well within my 100 day sleep satisfaction guarantee and that I would have to pay $ 69.00 for an exchange. I guess this is drilled into every associate’s head at mattress firm to say when they come across a customer with a defective mattress. I still haven’t heard from anyone and my mattress is getting worse. So buyer beware, they are great at taking your money but horribly when it comes to defective products and warranties. Hopefully I’ll hear from someone soon and won’t have to go to one of those news stations and have them investigate this companies practices.

I just moved here and needed a new mattress because my old one was worn out. I discovered this at 750 and said what heck I will go a mile down the street to mattress firm to see the supply and prices.
I was immediately impressed by the selection. I was greeted by Clayton «Clay» who was super friendly and knowledgable. I told him what I was looking for and he showed me a few choices. The one who selected was the one I ended up getting. He insisted I lay on and and really get comfortable… which I did!
When it came time to pay I realized it was closing time and I had forgotten my wallet! After Genuine conversation Clay knew a lived a mile down the street and I went home to grab my wallet. I payed for it and they offer free removal of my current mattress and boxspring. I even got a military discount!
Clay wa able to fit me in two days later for the delivery. The gentlemen were super friend and polite. They rolled out a red carpet and wore shoe coverups so they would not mess up my floors.
We quickly realized I needed a queen not the full I had ordered. Luckily for me they were the same price and the gentleman have my my options. I called back and David and Clay assisted me in setting up a new delivery to swap out the mattresses.
Both times they followed up to see how my service was. Both times its wonderful service!

Wonderful experience in a mattress store… seriously! I walked in and was greeted by Tracey. She helped me decide what type of mattress I like and then showed me options in my price range. No hard sell. Delivered the next day by very professional and courteous men. Looking forward to a very good night’s rest… and possibly oversleeping.