Mattress Firm Crossroads Town Center

We have purchased multiple mattresses from this Mattress Firm location over the years, which is why this experience was so disappointing. We stopped in after dinner nearby to look at a new mattress for our master bedroom and found one we really liked. During the visit, the sales associate also pushed an adjustable bed frame and told us the frames were half off because they were trying to get rid of them. There was no mention that the frame discount only applied with the purchase of a mattress. We chose not to purchase that night because we wanted to think it over, review our options, and make sure we were making the right decision. The sales associate told us he would be working at another store the next day, but that we could text him through the message I had received. He followed up Saturday asking if I was ready to complete the purchase. I asked what the price would be for the adjustable frame by itself so we could compare all options. That is where the service stopped. I received no response. I followed up again later that day asking the same question. Still no response. I then called the store directly and asked for the price of the frame. The person who answered refused to provide a price over the phone and told me I would have to wait until the next day to speak with the store manager. I asked why a basic product price could not be provided, and no clear answer was given. I was told the manager would call me the next day. That call never happened. I also tried calling the store several times the following day, and no one answered. To be clear, this was not a complicated request. I was asking for the price of a bed frame. Instead of getting a straight answer, I was ignored by the original sales associate, denied a price by the store, promised a manager call that never came, and then could not get anyone to answer the phone. It felt like they were very interested in closing a sale while we were standing in the showroom, but completely uninterested once we wanted to verify pricing and do our due diligence. That is not how you treat repeat customers, and it is definitely not how you earn trust on a purchase that costs several thousand dollars. After years of buying from this location, they have lost our business. Hopefully this helps someone else avoid the same runaround.

We had an excellent experience, yesterday at Mattress Firm. Our Sleep Expert, Joe, was incredibly helpful and knowledgeable! He helped us find the perfect mattress to fit our sleep habits and budget! We really can't thank him enough for his assistance and kindness! I would recommend looking at Mattress Firm first and specifically the location at the Gilbert Crossroads Town Center for a great experience! Thanks!

Great experience with Jesse today. He was knowledgeable, patient and friendly. We asked a million questions and took time to try many mattresses several times. He gave us space to feel relaxed and was available when we needed him. He was also able to get some terrific discounts on a few things and delivery the next day. Wow! Great job! **update Jan 21, 26 More kudos to Jesse!!! Hubby needed to change out his mattress for a different type. Jesse came to the rescue again and helped us with the exchange, no problem. Got the same Great discounts as before and fast delivery. Highly recommend getting him to help you find your mattress and to get the best deals! Run, don't walk! lol

We had a wonderful experience at Mattress Firm thanks to our salesman, Joe. He gave us a variety of options and took the time to explain what each mattress would do for our specific needs. Joe was courteous, friendly, and very outgoing, making the whole process comfortable and enjoyable. Most importantly, he listened attentively and was incredibly knowledgeable. We truly appreciated his patience and expertise. Highly recommend asking for Joe if you’re looking for exceptional customer service!

I love my bed but the service was horrible! Not once did Joe get up from his chair to answer questions he sat the entire time and pointed at the mattress. By the end of our purchase had to wait 3 weeks for them to tell me the protective pillow cases weren’t coming that a refund would be made and to just go somewhere else to purchase them. And that’s after 4 more weeks of them telling me it’s going to come just be patient. Location was Gilbert and Germann I would never go back!