Mattress Firm Gig Harbor West

I don't think many people like going and buying new mattresses. Especially when you have to buy a new one due to mold damage. But Amanda made it one of the easiest and pleasant experiences buying a mattress. Being 21 I don't have money to spend like that and she helped me find exactly what was needed in the perfect budget. She even got us upgraded to a larger size which was amazing. I went into the store in a bad mood and because of Amanda's amazing service I left feeling good about buying a new mattress. 10/10 would buy from her and this store again.

When I walked into your store, I had already decided that I wanted A new bed. I just didn’t know anything about them until I met Amanda who met me immediately when I walked in the door. She took every bit of her time to explain the bed that I was looking for, the advantages, and the benefits. She was Knowledgeable, friendly and more than willing to spend time with me to educate me on the importance of the bed I was looking for. I had a good experience and would recommend this store to anyone.

I am writing a review regarding an unacceptable experience my wife and I had on November 26, 2025, involving a failed delivery and extremely unprofessional conduct by a Mattress Firm employee at the Gig Harbor location: 5160 Borgen Boulevard Suite 102 through 104 Gig Harbor, WA 98332. My wife and I purchased a mattress and two adjustable bases with the understanding that they would be delivered on Tuesday, November 26. When the delivery driver arrived, he refused to drive down our driveway to complete the delivery. We received no follow-up communication from the driver, no follow-up from the store, and despite calling the store multiple times, no one answered the phone. We have guests arriving for Thanksgiving, and we were left without the mattress we urgently needed. Because we received no communication, we returned to the store. Only one employee (a female who refused to identify herself) was working. When we explained that we had called repeatedly, she dismissively stated, “I’m too busy,” then later waving a pink sheet of paper that she claimed listed calls she needed to make. Her tone was rude, condescending, and completely lacking in customer service. When my wife explained the situation and asked to resolve the delivery issue, she insisted that “there is no such thing as same-day delivery.” This isn’t same day delivery; this was on a truck to be delivered yesterday. Regardless, it was clear at that point that she wasn’t going to do anything to help us resolve the issue. At that point, I informed her that I wished to cancel the order. She initially agreed but then attempted to take my paperwork and make copies so she could “do it later.” When I asked for the paperwork back, she first refused and then placed it on a desk away from me instead of handing it to me directly. The moment I stood to retrieve it, she suddenly claimed that I was being aggressive and that she was not going to do anything and refused further assistance. When I then asked for her name to file a complaint, she refused and stated she would call the police because she is “a retail worker.” a statement that was not only inappropriate but entirely unprovoked. At no point did I make any threats, or act in any manner other than as a frustrated customer seeking assistance. Her conduct was unprofessional, disrespectful, and hostile. Retrieving my paperwork is not aggressive behavior. There was a desk between us, and after picking it up I moved toward the exit while she continued to be hysterical. Her reaction appeared calculated to escalate the situation unnecessarily. Because of these events, we were left with no mattress, no cancellation, no delivery, and no resolution. The experience reflects a complete breakdown in customer service from start to finish. No driver communication, no store communication, and the in-store conduct of the employee. My wife and I have purchased from Mattress Firm before (spring of 2025), and have never encountered anything like this.

Purchased a bed for elderly parents with an adjustable frame. Carston was amazing! Would definitely recommend him for any assistance. He explained everything to us including how to work the frame and adjust the height. Wonderful employee!!!!!

I should have run away when they explained thier horrible return policy. I bought a sterns and foster with adjustable base. The base didn't work. They replaced it and the man from Kenya they sent for set up basically cornered me in my bedroom and forced me to pray with him. The bed is uncomfortable, my feet hang off the end. I'm only 5'2 so that's weird. And I would only get back less than half if I returned it. Worst purchase of my life. I absolutely hate it