Mattress Firm Glendale

Avoid, Avoid, Avoid!!!
Where do I start… extremely questionable sales tactics and a complete lack of customer service are probably a good start. It has been a month since my transaction, in which time I have opened a complaint with the Better Business Bureau (which was ignored by Mattress Firm and closed after the BBB time for response expired — not surprisingly they are not BBB accredited), I have written Mattress Firm customer service directly (no response), posted a negative review directly on their website (which they chose not to post), and received no call back from the Salesman Beejay (apparently he never works when I call and is unable to return a phone call). Forget about my complaint for a minute, this level of customer service is more than enough to avoid this store or any Mattress Firm location. I’ve honestly never experienced such complete negligence in post-​sales response and customer support.
On to the complaint, if you choose to buy an adjustable base read the invoice carefully! In the warranty/​returns section there is nothing that mentions you cannot return an adjustable base once it’s taken out of the box. Part of the sales pitch is their 120 day exchange policy if you are unhappy with a mattress (if you read around online you’ll find that people have terrible experiences actually making exchanges or warranty claims but that’s another topic I suppose) and they cover this ad nauseam during the sales and payment process. Nowhere during this process is there a discernible mention an adjustable base is a final sale/​non-​returnable once the item is delivered. If you look carefully on the invoice it shows up as a zeroed out line item — as in a zero cost item on the invoice. Again not in the section specific to warranty/​returns/​exchanges but as a no cost item on the invoice!
So in practical terms that means we purchased something we had no idea was non-​returnable. Apparently the delivery crew removing the adjustable base from the box voids the warranty (industry standard I’m told by the salesman who will take my calls — Bejay will not) and makes it non-​returnable. In financial terms ²⁄₃ of our invoice (or $ 2,000/$ 3,000) was non-​returnable due to the sleight of hand we fell for at time of sale. Shame on me for not fine tooth combing a mattress invoice but I never expected a high priced item to be non-​returnable because it was taken out of the box.
We also had delivery issues but I’ll just make mention as this is already a long post. Bottom line is you can do much better than Mattress Firm. In this day and age I’m shocked at the sales tactics employed and the complete lack of customer service that has followed.

Bought a queen mattress, frame and box set from these guys. The salesperson (I believe that Unilocal may remove your review if you use a name) was extremely knowledgable and helpful, tried to stay in my budget requirements. This was for a guest room, so I didn’t want to spend large quantities of money, however wanted something slightly less… economy.
I ended up buying the mattress first, then realizing I didn’t have the right sized frame, and my salesman went above and beyond to get my deliveries on time, before a guest came to stay with me.
Although he could have, I never felt like this was a «your lack of planning is not my emergency,» as he did everything possible to get what I needed before my deadline.
Yes, I planned poorly, however this salesman truly helped me rectify my issues and absolutely made some wonderful recommendations on a mattress that my guest thoroughly enjoyed.

BEWARE! BAD FOR BUSINESS! They call the day before delivery to say they didn’t have my box spring. Now I would wait an extra 5 days after setting it up 9 days ago. Got the run around when I asked to speak to a manager. Finally talk to a manager 3 days later who offers free delivery and two pillows??? REALLY! Finally I get the bed and after sitting on it the entire bed and frame leans off the floor. This isn’t normal
Even for a Call king. I call. Here we go. They say «maybe I’ve been sitting on it too much». I’ve had it for an hour!!! No way it’s the right size frame. The rail is missing 2 feet and the mattress hangs off. But if course. I get the run around after being told they wouldn’t send someone to look at it and see if it’s th e right frame. I GIVE UP! ! I PAYING $ 1200 FOR THIS BED. What a scam! Save yourself the disrespect and bad service. RUN THE OTHER WAY!!!

We shopped with Ace as our sales associate and he really could not have been nicer to work with. He was knowledgable and let the beds sell themselves. He was as good as possible about making sure we found the right bed. The beds seem to be the best prices in town and a very wide selection.

I have now had 2 wonderful visits at this Mattress Firm and both times I have encountered exceptional customer service. The first time I was in the store, Ben was helping me. He was very knowledgable about the different products. He was also very respectful by letting me try multiple mattresses without making me feel like I needed to hurry and decide. Unfortunately the mattress that I picked out during that visit ended up not working. So I came back in a second time to exchange the mattress for a new one. Both employees named Ace and Tyler were very good at listening to my needs and wants in what I wanted in the new mattress. Tyler and Ace were very patient with me as I made my decision. Ace also walked me through the easy exchange process. I will defiantly be going back to Mattress Firm for all my future mattress needs. I also highly suggest any one of these 3 employees, Ben, Tyler, or Ace.