Mattress Firm Westview

We purchased a Tempur-​Pedic mattress from this store about 2 months ago. Our sales person was Keisher. We had already done our research and we bought a very expensive frame and mattress plus we took the extended warranty. Keisher was very friendly and helpful, but I asked her one VERY specific question prior to purchasing this king-​bedded set and that was whether or not a solid king mattress came with TWO separate controls for the adjustable frame (massage and mattress adjustment). She confirmed that it did. However, when their installers arrived to set everything up, they advised me that we could only have ONE controller. We had paid about $ 7,000 for everything and we were very upset when we found out. However, we did really love the bed, but this thing with only having one controller really was not working. So, about 3 weeks later I went back to the store. Keisher was not there, but I spoke to a lovely young lady and explained the problem, and she was nice enough to call the factory and the factory confirmed that we should absolutely be able to use 2 controllers and we had been given incorrect information by the installers. The store’s first solution was that I should call the factory and have them walk me through the process of setting up and programming the two controllers. I don’t know about you, but when I buy something that expensive I expect it to be set up properly, so I refused to do that. I then went back to the store a THIRD time and spoke to Keisher about what had happened. While she was still very nice, I really thought that she handled the situation very poorly and accepted no responsibility for following through. But, what REALLY made me upset is that she initially told me that she said she was going to send the installers out again (which is what would be the correct response since they didn’t get it right the first time) but that she was going to put it through my extended warranty to cover the $ 79.00 charge. REALLY? You send me installers who are supposed to know that they are doing and then they don’t, I am inconvenienced for three weeks, there’s no follow through by the store or by her, and then they are not going to absorb the cost of the installers returning to fix what was wrong? I refused to let her do that, and she then changed the invoice, but I was really insulted at such a low level of service. So, for me, the bottom line is that I would absolutely recommend the mattress — it is fabulous — but I would never go back to nor recommend buying a mattress from this particular store since Keisher (who told me she was the manager) really did such a poor customer service job. This was a local store for us and we were trying to support local merchants, but I wish instead that I had purchased it from Haverty’s since the pricing is the same and their service is exceptional.

Our buying experience at mattress firm was excellent! Keisher was very knowledgeable and really helped us select the perfect mattress for our summer home.