Mattress Firm Stillwater

The moment I walked in I was greeted by friendly staff. After a discussion about what I was looking for in a mattress I was shown a few mattresses that might fit my needs. The staff members are very knowledgeable about the features of each mattress and helped me find “the one” after trying a handful. It’s great to be able to lie down on the beds that are on display. It sure makes choosing a mattress so much easier. If you’re in the market for a new mattress, I highly recommend a visit Mattress Firm.

Erika, the person that was helping us told me she was going to run a soft credit check, it was apparently a hard one so it affected my credit score. We were also never told that we would be signing up for the credit card, which I had to dispute and the bank told me it was fraud, the manager, Blake, didn’t take the situation seriously and told us that it wasn’t considered as fraud since it wasn’t malicious, there are multiple cases of fraud.

This is my first time ordering from the corporate office vs going in store. Never again will I order online or purchase anything from Mattress Firm. I ordered 5 items total, 4 were being sent in one package and 1 was coming in another package. I received my package and it only had 3 items. I called my local store and was told I had to reach out to the Stillwater location because that’s the closest corporate store to me. I called them and initially spoke to Erica and she was new but polite and tried to help me by reaching out to her manager and then she called me back. She let me know she thought the first shipment was coming in two boxes because it still shows l”in transit” on the mattress firm side. I didn’t understand so I called Fedex and checked the website to verify it was only 1 package and all 4 items supposed to be in there. I called the store back and I spoke with Tammy. She was kind at first but then said I needed to talk with the manager tomorrow(Thursday) morning and nothing could be done about it I explained to her I need those items by Friday due to company coming into town and she then placed me on a hold while she was looking into the situation and then she hung up on me but did not try to return my call. I called FedEx a second time to make sure I was not misinformed and a second representative advised me that it was only 1 package and it was delivered already. I let him know I was missing an item and he said to contact mattress firm. I called the store back and Tammy answered again. She was short from the beginning with me and obviously I’m very irritated with the whole situation. I expressed my concerns that if the shipper is confirming it was only 1 package and the item is missing then why can’t they reship the missing item. She was extremely rude to me and spoke in a hateful tone and said “We just work in the store , we can’t hop in the car to drive to Houston to get your stuff”. I then asked for the GMs name and she refused to give it to me then said I’d need to talk to the manager tomorrow and then disconnected the call after accusing me of harassment because I called 3 times trying to find out where my merchandise is that I purchased. I did not cuss at her or call her out of her name. I know my tone was less than enthusiastic about this issue but I wasn’t unkind and I never raised my voice at her. Ultimately at the end of the day if you can’t handle people being upset that their money is tied up on merchandise they haven’t received and now have to wait for an investigation even though FedEx confirms it was only one package and it was delivered then maybe working in customer service isn’t the best idea. Also it’s completely unacceptable to expect a customer to wait for an entire investigation to be done on the “missing package” before anything can be done about it when FedEx clearly states it was only 1 package for all 4 items. ***UPDATE: FedEx informed me that Erica and Tammy told them I never received my package at all and they have made me out to be a liar to FedEx. FedEx confirmed again for the 10th time that there was only 1 package in their possession and it was delivered to my address. They even sent the FedEx truck back to my address to confirm that’s where she delivered the package to. FedEx told me to request the missing item to be resent by mattress firm so we will see how that goes today.

Tammy was fantastic! We walked in not thinking we would get a mattress at the first store we went to ,but she was so knowledgeable and respectful. We got a great deal for Labor day! Plus we purchased an adjustable base AND two pillows that we didn't think about looking at. Thanks so much , Tammy! Can't wait to get our goodies delivered

Tamara was excellent! She took time to explain and was a great help. I was impressed with the quality of inventory.