Mattress Firm New Halls Ferry

On May 31, my wife and I visited Mattress Firm to look at mattresses and compare options. We made it clear from the beginning that we were just shopping and wanted to try different mattresses before making a decision. During our conversation, my wife mentioned that she had access to a personal credit account through a program offered by her employer. Instead of asking what our budget was, the salesperson asked how much available credit she had. We found this question inappropriate and unnecessarily personal. The amount of available credit on someone’s personal account is private financial information. There is a big difference between asking, “What’s your budget?” and asking, “How much available credit do you have?” When we explained that we were not comfortable sharing that information, the salesperson’s attitude changed noticeably. He stated that he didn’t want to hover over us and then stopped assisting us almost entirely. It felt as though the level of service we received was tied to our willingness to disclose personal financial details. We understand that salespeople need to determine what products fit a customer’s price range. However, there are professional ways to do that without asking customers to reveal personal account balances or available credit limits. We came in intending to shop for a mattress and left feeling uncomfortable and unwelcome. Customer service should not depend on whether a customer is willing to disclose private financial information.

First time at Mattress Firm. I went there on Tuesday and the salesman Joe Mac was great. Just talked not like he was trying to sell me but just giving me information. He texted me and said if I had any questions feel free to call him. I went back in on Thursday and Joe wasn't in but Brandon was just as good. Told me that Joe's name would also be on the ticket. Great dealing with both these guys. Highly recommend this place.

Our sales representative Marc was very knowledgeable about the products. I like that he wasn’t pushy on selling items I may not need. He was more concerned about the customer needs and he was friendly and very easy to talk to.

Great experience at this location. Alex was a great help in finding my new Mattress I was able to ask questions and he was very knowledgeable in the products After talking with Him I felt I was making a great choice in my purchase with a awesome deal as well Thank you

February 2026:Alex was super helpful and low pressure. Very pleasant purchase experience. Update May 2026: Since my original purchase, I have worked with Alex on 3 more occasions. First he helped replace our adjustable base which was damaged upon delivery. Second he helped me with a warranty exchange for my elderly mother. He made the process very easy and helped me upgrade to a better mattress with my mom’s limited budget. Today I met with him about a comfort exchange on my own original purchase. The original mattress is great, and seems to be a high quality, it is just a bit too firm for my husband and me. I would 100% recommend this store, and Alex in particular!