Mattress Firm Ghent in Norfolk, VA Closed now

Reviews about Mattress Firm Ghent

• ★ ☆ ☆ ☆ ☆

  May 31, 2020, by Gladias Asias
  I can tell you when I have had a worse customer service experience. On 1/31 when I paid for the mattress, the same sales person Sandeep gave me a 12 pm to 6 pm delivery window for Thursday 2/8 ( had to miss my entire shift at Applebees, and pick up an opening shift at iHop to make up the difference). On Wednesday 2/7 at 11:43 PM, I received an email stating that they would be modifying the delivery window to 8 AM and 12 PM. I did not read the email until 8:30 AM on 2/8, during my coffee break at IHOP. Luckily my manager was able to let me go, but I had to take an uber and spent all of my tips from the morning just to get there to meet Sanjeep, but then they didn't even send Sandjeep. My phone was dying so I used the uber driver's phone to call the store to let them know I was on my way and to please allow me some time to get back to my apartment. They did not answer several phone calls and apparently don't have voicemail. I finally talked to Sanjeep and he said he was leaving for the afternoon and told me that I would have to wait for the shift change to get a call back from the next associate. Whoever that was (never gave me a name) said he would call the take care of everything. I told them to please call the uber driver's phone back, since mine was dead. Keep in mind this ride cost $34. Apparently during all of this, my I got an automated call on my dead phone, saying the delivery would be there in 15 minutes. I continued to call from the uber driver's phone, finally got an answer and it was Sanjeep for some reason. But whatever. He said that they are not able to talk to the delivery guy, and told me I had to figure out a way to get there sooner, because apparently after 10 minutes they will not wait any longer. My uber driver got into an accident during all of this, so we had to wait for the police. I had the uber driver's family calling me while I used the phone to again call Mattress Firm and beg the delivery driver to wait. The uber driver offered to pay for me to ride the HRT bus the rest of the way home, but he would not refund my uber ride. I told him I lost everything I made that morning and that now I was about to lose my mattress. Luckily my daughter sent me a new Uber ride and that guy was blasting reggae music. Finally after I got to my place and charged my phone, I got a voicemail from the original uber driver letting me know the driver had to go make another delivery or he would be late. When I finally got home, my neighbor said they never saw a Mattress truck. So then I ubered back to the store (and pay uber again), and Sanjeep was busy so I had to wait for 20 minutes. And my phone was dying so I just called uber again and left. They did finally deliver the mattress but it was a week later and I again had to miss my shift. My back pain is starting to get better, so I will give another star above the first star. Like others have stated, you can get a deal, but good luck. EDIT: Removing star because the mattress I paid $599 for is now on sale for $299.
• ★ ☆ ☆ ☆ ☆

  January 21, 2020, by Lance Davis
  On 2/15 when I paid for the mattress your sales person Sandeep gave me a 9 am to 3 pm delivery window for Saturday 2/17 (very tough to plan with that wide a gap -but okay). On Friday 2/16 at 8:52 PM your company sent an email saying that the delivery would be between 9:45 am and 11:45 am. I did not pick up your email notification until 8:30 AM on 2/17. I jumped in my car and immediately started driving the 2 hour drive to my new apartment in Norfolk, calling the store every few minutes to tell them I was on my way and hoped that they could deliver at 10:40 am that day. After several phone calls to the store (that btw never went to a voice mail) I finally got a hold of "Byron", explained the situation. Byron said he would call the warehouse. At about 10:00 am (while driving to Norfolk) I got an automated telephone message from your company saying the delivery would be there in 10 minutes. I immediately called Byron back who said the warehouse could not reach the driver and was there any way for me to get to my apartment in Norfolk in 10 minutes. I told him I would have to drive 90 miles an hour and asked if the driver could wait. He said they were only allowed to wait 10 minutes then they would leave. I said I would try and see if the landlord could let the driver in. Not 2 minutes later the driver calls (on his cell phone, leaving me to wonder why the warehouse could not reach the driver) telling me he is waiting for me and that he can't wait any longer. When I got to my apartment the leasing agent said no one had shown up. I went to the store and asked for my money back and with a smirk on his face Sandeep said it would take 7 to 10 days. I can't tell you when I have had a worse customer service experience. Good Luck