Dear Amy Boltjes:
This letter is to compliment Mattress Firm on the customer service they have provided my family during our purchase. My husband and I needed to buy a mattress but needed an education to be able to make a decision. I happened upon the North Main Street, High Point store and met Michelle Stevenson. I was very firm with her and told her what I needed, asked very direct questions and let her know when something was too expensive for us to consider. Michelle let me lead the sales process and gave me lots of good information that helped me to feel comfortable with her and Mattress Firm as a company. I liked her right away and wanted to give her our business, but we needed to shop around to make sure we were getting the best deal and making an informed decision. Even when I called back to the store only to ask the store hours, Michelle answered the phone and told me the hours and nicely asked if there was any particular mattress she could help me with! She didn't know who she was speaking with but that showed me how your store has taken the time to train your employees to make the most of each opportunity. Later my husband joined me in shopping the same evening in Greensboro and we went to HH Gregg store. We chose them because they had a flyer in the paper and this would possibly give us some comparison shopping. Well, it took us a matter of about 5 minutes to see that there was no comparison! We would not be buying a mattress from them. They were uniformed, not professional and the store and sales person looked dirty. I felt very uncomfortable. I thought there was another mattress store in the Target shopping center across the street and was surprised to see it was another Mattress Firm store. I asked my husband to go in so he could see and hear what I had been shown earlier that day.
That's when we met Tyler Tervo. Again, I took charge of the sales process to save time but he let me lead with answering only the questions I was interested in and giving us informed answers. Tyler was just like Michelle, very professional. He made us feel so welcome and comfortable that we didn't feel the need to comparison shop anymore and we made a purchase that night before the store closed. In addition, Tyler knew I had shopped with Michelle in the High Point store earlier that day and without my asking he let me know that he would share the sale with Michelle. I didn't know if that was possible and I thought that showed great integrity on Tyler's part. Tyler set up our delivery, offered to up sale us on pillows and mattress covers all in a very helpful way without being pushy. Tyler and Michelle both helped my husband and I make a decision on what we already needed. They didn't try to sell us what they wanted us to have, I appreciate that very much.
Then there was the delivery. I had a scheduled day and time frame but the delivery men called to ask if they could deliver our mattress early! It worked out for both of us and that's when I met Brian Freeman and Lennie Valdez. They also handled the whole process with customer service and professionalism. They respected my home and time. I want to commend them for the way they delivered my new mattress! They did an excellent job!
In this day and economy I would think that training, customer service and professionalism would top the list of absolutes for all companies but it is rarely seen. I want to compliment Mattress Firm as a company for training their employees in such a way that they can make me feel comfortable enough to spend my money with them. I want to thank the company for requiring customer service and professionalism from their employees. These traits show respect for the hard earned money I am about to spend. And lastly I want to personally thank Michelle Stevenson and Tyler Tervo for their help, knowledge and professionalism they showed my husband and myself. Our experience working with Mattress Firm and your employees has been refreshing in a disrespectful world that could learn so much from the way your company is conducting business. We will be happy to refer everyone we know to Mattress Firm!
Best Regards,
Mike and Paris Routh
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Last week my wife and I purchased a new mattress set at your Garner,N.C. store #1304. The mattress set is a Tempur-pedic Rhapsody Queen size. The salesman, Zachary Lemley, listened to us and our issue with health and sleep habits. He promised us the answer to my arthritis problems and my wifes trouble with sleeping all night due to my constant tossing and turning in bed was this mattress set. I took all he had to say with a grain of salt. I've heard it all before. My wife and I are 59 and 61 years old. My arthritis has kept me from working for almost a year now. The lack of a good nights sleep and the pain of just getting around was just too much.
After having slept on the bed for five nights now I am sleeping like I haven't in many years. I get up in the morning and feel good. The more times I sleep on this bed the better I'm feeling. I honestly feel 10 years younger. My wife is a much smaller person than I and complained the first two nights that the bed was too hard.We had our grandchildren here for two visits and TOLD them to go jump on the bed!! They helped break in her side. Now she's loving it more and really is enjoying it. I'm going to sleep on her side a few nights as that should totally do the trick. We are both very pleased. I lay down on my back when I go to sleep and I wake in the same place 8 hours later. I never thought I could go back to work again. I have even looked into surgery to get mobil again. I can forget that now. I will be surprised if I am not ready for work in a month or less. I was taking large amounts of prescription pain pills and now take about 1/2 or less because I don't need them.
I will say this sounds more like a testimonial for some faith healer but it's all true. Anyone who knows me would know I have a reputation for being too truthful at times. I wouldn't lie for love or money. I also must compliment your people for being well trained and true to their word. Your store is neat and clean. Your "Red Carpet" delivery service was just that. They were on time, fast, and made sure we were happy with their service before they left. VERY IMPRESSIVE. I am more than willing to recommend your store to anybody.
Thank you all for helping me when I was convinced help didn't exist. Your happy customer,
Michael P.Earley Sr.
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Greetings all,
This last February, my girlfriend Kerri and I ventured into your galleria location to look for a new mattress. Prior to walking in I remember preparing her for the aggressive and annoying sales approach we should expect. As you can see, my previous experience purchasing a mattress set a negative expectation.
Tony Young can be credited for creating a lifelong loyal Mattress Firm customer due to his enthusiasm and professionalism. I cannot remember the last time I had such a positive shopping experience. I admit, I was skeptical when walking in to the store, but within 5 to 10 minutes while Kerri and I were testing mattresses, I looked to her and said “ I am buying a mattress from Tony today”!
Some of this may be attributed to your training programs, corporate culture, or hiring practices, but Tony’s personality and genuine interest in educating us on quality of sleep, mattress technologies, and advising us on the right mattress for us is what drove our decision. I even tried to steal Tony by offering him a sales position in my own company, but apparently he loves his job and declined. The success of any business lies directly in the Human asset that touches your customer and if Tony is an indicator of the quality of your people, Mattress Firm is and will continue to be the leader in the marketplace.
My thanks to Tony for “making it easy to get a great night sleep”.
Sincerely,
Utz Baldwin and Kerri Green