Mattress Firm Carmel Westfield

My fiancé and I were excited to buy our mattress here after hearing good things, and our initial experience with our sales rep, Ivana, was wonderful — she was knowledgeable, kind, and helpful. Unfortunately, everything after that was extremely disappointing. We went through four separate deliveries before finally receiving a mattress that wasn’t damaged. The first mattress arrived with stains, snags, and what looked like a burn mark with a hole in the middle. The second delivery never showed up due to what we were told was a warehouse communication issue. The third mattress also arrived stained. Communication throughout the process was poor — we were promised callbacks that never came and were repeatedly told to wait for replacements (with no option to keep the stained mattress, as it would void our warranty). The manager, Michael, seemed apologetic at times but often interrupted us on the phone and appeared more concerned about the company “losing money” than about resolving the issue. While a discount was eventually offered, it didn’t make up for the inconvenience of this process. We do love the final mattress, but the experience was exhausting and frustrating. I truly hope Mattress Firm improves their quality control and communication — no one should have to go through this much hassle just to receive a new mattress.

Jakob was our sales rep. He was absolutely awesome! He did a great job of explaining the different options in mattresse we were looking at and didn't pressure us to go with any one particular brand. Really easy and stress-free.

Our salesperson was Mike and he was very kind and helpful. He spent a lot of time showing us different options and explaining the benefits of each of them. We ended up spending more than we anticipated but are pleased with what we purchased and the process.

Great shopping experience. Michael was super knowledgeable without a high-pressure sales environment. Took time to understand our budget, our sleeping habits, etc. in order to provide several options across multiple price points.

We were quite impressed and delighted with the excellent service we received today! I cannot recommend this store and manager, Michael, enough!! He answered all of our questions, he helped us find a bed that was exactly what we both needed. I have degenerative scoliosis and fibromyalgia, so finding a bed that would work for me was a daunting task that he made SUPER easy. He was incredibly patient and kind and helped us both but l especially appreciate how he let me take my time and how he also helped me understand the kind of support I need for my condition. I’m not one who normally enjoys being “helped” by salesmen bc I’ve had a lot of negative experiences where they’re super pushy and sell lemons but that was NOT the experience I had here. He was SO friendly, not pushy, and showed us how legit these mattresses really are! I am soooo glad we chose this location and we will recommend this place and him as a manager a hundred times over. Thank you SO much for making our experience an excellent one where we felt our concerns were genuinely heard and our problems were solved. 10/10!!