The Mattress Factory

Very disappointed in a Sterns & Foster mattress purchased about a year and half ago. It started to lose shape and cave in on the sides with a lump in the middle. I called the store and spoke with Patrick the manager about the problem, he gave me the name and number of a third party to come and look at the mattress. The Mattress Factory had severed ties with Sterns & Foster so I thought this would be a problem, but thanks to Patrick there was no problem at all. I received a full refund for the Mattress and was able to choose a new one. Thanks to excellent customer service I will continue to recommend this store to friends and family. Hassle free and the customer is a priority, nice change.

The Lawrenceville store had an amazing selection, excellent pressure free service and fast delivery. The delivery men were polite and delivered my new mattress and removed the old one in no time. I highly recommend the Mattress Factory.

I visited this store to buy king size mattress. After our mattress was delivered we realized that we have the wrong box springs, when I contact them again to have it replaced in next few mins they say we will have to charge you another service charge for delivering box springs. They have deliveries happening in our area 2 times in a week still they are talking as if the drivers are making just special trip for our mattress. I am very disappointed the kind of service I received being a new customer. Never had such disappointing experience earlier. The store people I deal with our Patrick and Mitchell.

Very pleased with the service not pushy answered all my questions. Patrick was very helpful. I did not intend to buy at this time and was only looking but I liked what I saw and the price was good it was a Columbus day sale. I found very good customer relations.

Very poor customer service.
My fiancée and I visited a few weeks ago and the salesman was pleasant and helpful. Being that this was the first mattress store we visited, we let him know we weren’t going to buy that day. He showed us around and we found one we liked. Since we weren’t buying that day, he suggested we put a deposit on it to hold the price. I asked if we would get a full refund of the deposit if we decided not to purchase there and he assured me we would. Being that I’ve done this at furniture stores before I had no problem getting a full refund, I didn’t have an issue with that.
We returned a week later to get our deposit back after deciding to purchase elsewhere and are told there is a 2.5% fee we won’t be refunded. It’s not a substantial amount, but I definitely don’t appreciate being lied to so I tell the gentleman helping us that we were specifically told we would receive a full refund. This is when it all went downhill very quickly. The man got very defensive, nasty and sarcastic. He was extremely rude and even went as far as saying he didn’t care what we thought since we weren’t buying a mattress from them anyways.
I would not buy from them in the future because I would not trust this company to stand by their products after a purchase is made if any issue arises. Don’t expect them to care about the customer once they have your money if they are capable of such poor customer relations. They basically tricked us out $ 2.50. Is $ 2.50 worth so much to this company that they’re willing to lose a potential future customer?