Mattress Firm South Hurstbourne Super Center

Christopher was absolutely wonderful to work with! He took the time to really understand our needs and preferences and helped us find the perfect mattress without ever making us feel rushed or pressured. He spent quality time walking us through different options and was extremely knowledgeable, answering all of our questions with ease. The entire experience was comfortable and enjoyable thanks to him. Highly recommend asking for Christopher if you’re shopping for a mattress!

Absolutely the best customer service! I feel like we tried out every bed and he didn’t complain or act like he was aggravated. I found the best bed for great prices! Thank you so much! Will add pics when it gets delivered on Friday! You all are the best’

I will start by saying this review is not reflective of the local store staff, rather the company. Also I use to be a huge fan of Mattress Firm and have bought several form them over the years, so this is not a one off review. They use to be very customer focused and you could always get a really good price on a mattress set, but it seems those days are gone. We purchased a fairly expensive Sealy Hybrid mattress set 3 years ago when we moved to KY. The first year it was fantastic but we soon started to notice that when we were on the bed a hump had started to form between us and rolling over toward one another became like climbing a hill. We also saw that the head and foot sides of the mattress was bowing out – as a visual, when its against the headboard, there is a 4-5 gap on each side but the middle of the bed touches the headboard. We finally decided we had to submit a warranty claim as it was becoming uncomfortable to sleep on. Here is the crux of the problem, Sealy does not handle the warranty for mattress purchased through Mattress Firm, you must go through Mattress Firm who process the claim supposedly using Sealy’s guidelines. We jumped through their hoops , uploaded pics using their paper meter and a broomstick. It was denied because they said we didn’t have enough slats under the box springs and sent a picture of what they expected. I am not going to argue this point because it’s a stupid stipulation that is not communicated. We had 3 slats with legs under a solid wood bedframe with 4 more legs and the box springs were wood – any engineer will tell you that sufficiently holds and spreads the weight, but whatever. We added 2 more so our warranty would stay in and a few months later resubmitted. This time they say that the indentions were with in normal wear and expected. The mattress is hybrid, Memory foam on top, if it is showing a little bit of a dip after 3 yrs then you can bet there is a bigger issue with the spring system you cant see. The memory foam is supposed to rebound. This is just ridiculous. It use to be that Mattress Firm stood by the products it sold and didn’t try to find ways around it. Maybe its because the models they get from Sealy are lower quality so they can make more money, whatever it is I know that had I gone directly to Sealy it would have been replaced.

Jen was awesome! She was so knowledgeable about all of the mattresses and bases when it came to helping us pick the right mattress and base for our needs. I would recommend asking for her at the Louisville Hurstbourne lane location. Honesty, best experience I’ve ever had with customer service!! Thankyou Jen!

Christopher was wonderful to work with! He was very personable, thoughtful and truly cared about helping me find the perfect mattress for me. I would highly recommend anyone ask for Chris when visiting this location.