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Updated by user Jun 18, 2012

Hey well said, Jack (Montgomery)! I just saw your comment today and figured I\'d betty post a reply since it played out pretty much like you said... LOL

I haven\'t had a chance to post since I went to talk with Steven at the Mattress Firm. Luckly he was there when I arrived (he had been off the 2 previous days). I had mailed Mattress Firm the post from above a couple of days earlier and I think he was informed about my \"dissatisfaction.\"

I was defensive at first since the floor model of the bed I purchased had been taken off the sales floor \"I was told\" to make room for new ones (this store recently changed over from Mattress Giant due to Mattress Firm\'s recent buyout). However, Steven was very good a difussing my anger/confusion and immediately. He assured me that if I wanted to return the bed for a full refund (and no pickup and restoking fees), he was ready to do so. Once calm I inspected the rest of the showroom, I began to realize that I would have to pay a lot more if I wanted a leading brand memory foam (Sealy, Serta, Tempurputic). Steven had listened initally more than I thought since he I really wasn\'t prepared to spend more than $1000 (at least not until I saved more money). He then said that I have 90 days to return the bed and if I still wasn\'t satisfied (when I had more money) he\'d glady return the bed before the 90 days expired.

I felt much better and looked around in his store as well as other retailers and figured out quickly that I wasn\'t going to find my dream bed for under $1500, so what I already purchased was actually a pretty good deal.

Lesson: I did \"impulse buy\" the bed and should have reseached more so I could better identify it\'s value...AND before I post on a forum about my \"pissedoffconsumer\" experince, call my salesperson... lol.

Thank you Steven... I didn\'t realize that you were listening and wanted me to have what you knew was a good deal (and trying not to waste my time by showing me everything I ...couldn\'t afford...lol

Sarah Undiemi

Original review posted by user Jun 07, 2012

First of all I haven't attempted to return my mattress yet, but from what I read it looks like it's going to be a big hassle.

I walked into the Mattress Firm at Houston Tomball Crossing wanting to see the new TEMPUR-Simplicity. I said I'd seen them adversitised at $599 and up, but Steven quickly pointed out that the only line he had was priced $1800-15,000. As we were talking he cleverly walked me over to a corner where he had two beds side-by-side: One a Serta Apple Valley foam the other "house-brand" The Hampton & Rhodes "gel" foam both priced at an astonishing $599!

So, Steven has me try out the Hampton and Rhodes and remarks "No one wants to sell this bed (underlying reason...hem, I'm not getting much commision on this one)

LIES: I know for a fact the house brands are psuedo-sales on ridiculous markups garnish up to 80-90% profit. Management offers incentives to Sales Staff to sell House Brands, so it's Win-Win for management and sales staff...I know, I've worked retail. Unfortunately, at the time, I didn't realize Hampton & Rhodes was the Mattress Firms' house brand...silly me. I'm then asked to try it out verses the Serta/Sealy priced the same next to it and asks which I prefer. Well I fall for the set up and say, I like the The Hampton and Rhodes better. Of course it felt better - it's supposed to! I can't believe I fell for it!!!!!

It was only when my own mattress arrived that I realized I'd been DUPED. This mattress felt NOTHING like the one in the store. It was hard and the "gel foam" doesn't contour to my body like the one on the showroom floor. Then I inspected the foam closer and asked myself, "where is the "gel" in the mattress?" I couldn't find a label on this mattress giving me the composition of the mattress... is that a crime? LOL

Steven's sneaky tactics didn't end with selling me the mattress that best fit HIS needs...I noticed he added the $100 boxspring which I specifically asked him NOT to do. At check out I told him I could only afford the mattress this week and I'd be by the next pay for the boxspring and frame. As soon as I got home I noticed it on the reciept (duh...) and I was going call to have them take it off, but my husband said it was fine, we would manage. However; I was livid that Steven had snuck that in. No WONDER they want you to get your deleivery so SOON... you don't have time to THINK!

The first night we slept on it my husband commented how small it felt. We did down-size from a king, but this bed looked more like a full although the only tag on it was blank except the word "Queen." The next day I measured the bed and found that it was (57'') wide which falls somewhere between a full (55'') and standard size queen which is (59'').

Strike #1: No Gel to this Bed - No tag stating the composition of the foam mattress

Strike #2: Bed is much harder (like a brick) than the Showroom version

Strike #3: Bed 2 inches smaller than the standard Queen

Strike #4: Adding on an item to reciept hoping the client wouldn't notice till later/or not listening in the first place.

My conclusion is that it seems when you outsource your house brand to a low bidder such as Corsicanna, quality control is an issue. Substandard products get into werehouses where they end up in consumers hands while the consumer bases their buying decision on the high quality product on the showroom floor. So, I'm thinking the brands that have been around for a while like Sealy and Serta have a better handle on quality.

Now, after 4 nights restless sleep and feeling like an *** for falling for such obvious sales tactics I am going to attempt to return/exchange my mattress... Wish me luck...I'll be back to let you know what happens.

Location: Pasadena, Texas

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Guest

I am glad your issue was fixed but there is a few issues to address. Like they said we used to call the Hampton & Rhodes our house brand Mattress Firm Direct but it is actually one of the top ten Mattress brands.

They just never advertise and therefore offer greater savings but like any comfort and mattress needs is going to be finale real desicion.

Sometimes the Hampton Rhodes feels better or has what the customer wants than maybe even a Tempurpedic. We are not paid better for "pushing" the house brand or any brand.

Sometimes each vendor may have a special sale and there for may have a salesman incentive but in five years I have never seen Hampton & Rhodes due such.

Unfortunaltly each sales person has there own style but that does not make it Mattress Firm Policy

Guest

Mattress dimensions are not exact. The actual coil system or foam block of a queen size mattress is 57" wide.

The foam encasement, edge supports, quilting, etc.. will increase the width closer to 60". The less expensive mattress will have thin quilts and no added edge supports will tend to be closer to 57" while I have seen some of the most expensive mattresses as wide as 62".

The are a lot of variations to the width of any mattress set. on average it is +- 1.5"

Sarah U Pjw

I also wanted to respond to your comment,

"I work in retail and I dread rude customers such as yourself. Buy something better if you want quality spend the cash."

I've worked a few years in retail as well and while I somewhat agree that "you get what you pay for," there are situations where you may pay too much or get stuck with a product that is sub par when it might have been better to wait until you can afford the a quality one.

Finally, a good sales associate doesn't "dread" a dissatisfied client because they would rather make sure they have the opportunity to make them a satisfied one...

Steven did exactly that and although I regret posting my original comment without going to him first, I don't regret articulating my dissatisfaction to Steven. Because he KNEW I he sold me the best bed based on my budget and needs, he was able to clear up any misunderstanding I had. I was dissatisfied because:

1. I walked it just to browse...and I hadn't done the research, therefore; I didn't know I had gotten a good value - Steven was confident and very articulate defending the value I recieved.

2. Because Steven was confident he'd served my best interests, but also wanted me to be happy with my purchase(giving him a return client and/or that I might refer other clients to him because he went out of his way to make sure I was satisfied), he offered me the opportunity to return/exchange without customary fees within the 90 days.

My thinking is Jack, is that perhaps you should reconsider your attitude towards dissatisfied clients and make it an opportunity to make them happy clients (and return business)

Sarah Undiemi :? :sigh

Sarah U Pjw

Hey, I haven't had a chance to post since I went to talk with Steven at the Mattress Firm. Luckly he was there when I arrived (he had been off the 2 previous days). I had mailed Mattress Firm the post from above a couple of days earlier and I think he was informed about my "dissatisfaction."

I was defensive at first since the floor model of the bed I purchased had been taken off the sales floor "I was told" to make room for new ones (this store recently changed over from Mattress Giant due to Mattress Firm's recent buyout). However, Steven was very good a difussing my anger/confusion and immediately. He assured me that if I wanted to return the bed for a full refund (and no pickup and restoking fees), he was ready to do so. Once calm I inspected the rest of the showroom, I began to realize that I would have to pay a lot more if I wanted a leading brand memory foam (Sealy, Serta, Tempurputic). Steven had listened initally more than I thought since he I really wasn't prepared to spend more than $1000 (at least not until I saved more money). He then said that I have 90 days to return the bed and if I still wasn't satisfied (when I had more money) he'd glady return the bed before the 90 days expired.

I felt much better and looked around in his store as well as other retailers and figured out quickly that I wasn't going to find my dream bed for under $1500, so what I already purchased was actually a pretty good deal.

Lesson: I did "impulse buy" the bed and should have reseached more so I could better identify it's value...AND before I post on a forum about my "pissedoffconsumer" experince, call my salesperson... lol.

Thank you Steven... I didn't realize that you were listening and wanted me to have what you knew was a good deal (and trying not to waste my time by showing me everything I ...couldn't afford...lol

Sarah Undiemi 8)

Guest

Well said Jack. Lol.

Guest

Where to start...

Tempur-Pedic is price locked, it's like buying an IPhone, every website and retail store offers it for the same price. Same thing with Tempur-Pedic, there isn't a Tempur-Pedic bed under 1,000$ you never saw an ad for it that way.

You saw a "Memory Foam" 599$ and up like the entry level one you bought.

Mattress Firm used to have a "house brand." it was Mattress Firm Direct. Hampton & Rhodes is manufactured and owner by Corsicana.

599$ is a good price for either at that price your sales person barely made anything off you and was probably happy to move a couple units.

All beds take about 30 days to break in of course it didn't feel broken in like the one the store had which had been laid on every day by people like yourself. Try your friends shoes on, feels comfortable right? Go to foot locker and buy the same pair, guess what? It's not as comfortable as his was... :((

Next you finally have a valid point, dude shouldn't have sold you a box if you didn't ask for one. It's also your responsibility to look at the receipt before you leave.

Mattress Firm probably tries to get delivery same day or next day because the majority of other mattress companies don't offer that so it gives them an edge on the competition.

Next I see you can't decide what size it is. That's pretty simple I just googles mattress size full and mattress size queen. Full "54 x 75" and Queen is "60 x 80". You claim it's 57 judging by your "dedication" to detail maybe you should just measure again..

You suspect brands like Sealy and Serta which are more expensive will be better quality then your bed. Your probably right, you get what you pay for.

I work in retail and I dread rude customers such as yourself. Buy something better if you want quality spend the cash.

Guest
reply icon Replying to comment of Guest-494516

This Jack guy is an ***. He gives a bad name to all mattress salesmen but, then again these are the young ignorant punks that Mattress Firm likes.

They usually have their heads so far up their *** most times that they can't even see how the company is taking advantage of them, let alone help a guest. Clowns!!!

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