I bought a mattress from Mattress Firm 095098 and Roy provided excellent customer service back on May 28, 2021. I even wrote a positive review late May 2021 or early June 2021. Unfortunately, from that same transaction I purchased also, SLEEPYS BASICS SMOOTH PROTECTOR FULL (V000110314). My twins have accidents and it has been a battle weekly. If you are a customer looking to buy this protector or it is recommended to purchase the smooth protector for $25.00. It is a waste of money and DOES NOT PROTECT the mattress at all. The urine seeped through the protector onto the bed. It has RUINED the new full size mattress and it reeks!!! It doesnt matter how many times the protector is washed or cleaned. Hopefully, Mattress Firm will discontinue selling, SLEEPYS BASICS SMOOTH PROTECTOR FULL.UPDATE: Yes, I have an order # confirmation and I will follow-up with the Rockwall store. I dont see how this will meet a warranty replacement.

James M very knowledgeable on helping you select the bed that fits you!

Friendly, easy, quick. Sara was a great help, she knows what she’s talking about and knows how to talk to people! Thank you Sara and mattress firm!

Very helpful and professional people at Mattress Firm .Overall good experience purchasing my mattress.I would recommend to a friend .

Poncho is the man,we bought 3 beds from him he is extremely knowledgeable, very friendly and accommodating, he is all about customer service

Absolutely the worst customer service from this store. We bought a mattress for over $3000 and after sleeping on it for 2 months, it still didn’t feel like the mattress in the store. We called to exchange for the exact same mattress just in the plush and not firm. Instead of honoring the $99 exchange they said we needed to pay an additional $300 because now that mattress is more expensive. Even though it’s the exact same brand and type of mattress... the guy who sold us the mattress got on the phone and had the worst attitude and then refused to talk to my husband (because he wasn’t on the receipt even though he was in store with me). I couldn’t believe how this person would talk to customers. I even started recording the conversation because it was so unbelievable. I will be taking this up the chain.

Had a very good experience.Poncho, our salesman was very thorough in explaining everything and a very personable young man.Store was stocked well with plenty of choices.

Bought a low-in-stock queen-sized mattress that wasn’t available in store and tracked all the locations to find us the one we wanted. Gave us a great price and made the process so easy. Was in there 10 minutes tops. Super nice and friendly. Just awesome!

Mattress Firm representative, John, was excellent!! John was not only interested in just selling a bed; he was interested in educating me about the beds I tried out to ensure my decision was based on the necessary information I needed. John was patient, kind, professional, and a wonderful gentleman. He strived to find a bed that matched my needs without going too far from my price point. Ultimately, I chose a bed that not only fit the feel I was looking for but also took into my medical needs. I look forward to receiving my bed and enjoying it for years to come.

This place is very rude and not helpful. Make sure you compare prices online because in store prices do not match online prices. Online prices are cheaper and a particular worker there got very irritated when we asked about that. He stated they work on commission and hate online prices. They also delete low ratings over time to make this store seem better than it really is.

Get a great deal on a queen size bed with a box spring. I needed a mattress for my spare bedroom when family visits. The gentleman who helped me was very helpful and nice on getting me what I needed.

Adam was unacceptably rude.Called before coming in to ask if they had a mattress in stock and available to pick up which we were told yes. Upon arrival Adam was assisting another family and were not greeted as we entered. We knew what we needed to purchase and after waiting for about 3 minutes he walked up to us without introducing himself and asked with a blank stare and attitude “What are y’all looking for?.” We then told him which mattress we were looking for and he said “Yeah we have it,” then he proceeds to look at us as if we knew where to get it from and said nothing for about 10 seconds. We then told him we would like to purchase the mattress and he looks around and sees that we came in a car and proceeds to say “I mean we’re about to close and y’all came in a car? I don’t know how y’all are going to fit a 54in mattress in there?” (He said they were about to close around 19:25, which I’ve purchased from Mattress firm before and the purchasing process took 14 mins. Plenty of enough time to help us with our transaction BEFORE closing time 20:00, while the other family tried out the mattress they were interested in). Which he was not aware that we had our father coming in 5 minutes with his truck. He then begins to tell us that he can order it online but that they don’t have it in store. At the end of our visit he suddenly became nice as he knew he would not have to help us any longer. Only way I got his name was by asking as we walked out.He judged a book by its cover and lost a customer.

Avoid at all cost! I bought a mattress and box springs from the Rockwall store that came from their outlet. I specifically asked the the Beauty Rest Recharge and was told that model had been discontinued and the salesman directed me to the supposed model that replaced it. It was not even close to the same as he said. It was not a pillow top and was uncomfortable. Lie number one. Then he offered me box springs that didn’t match but said the only difference was color. Lie number two. One is taller than the other. I went back to the store after one night of sleeping on it and asked to exchange. I was told there was no exchange on outlet purchases. After expressing my displeasure with the salesman (who’s main objective was to be right and me wrong), I went outside to call corporate customer service. What a joke! You cannot get anyone on the phone. The customer has to fill out a lengthy list of information that I did not have and they will get back with me. No thanks! I have bought at least 4 mattresses from Mattress Firm but the salesman could care less. Unless you buy one of their in stock mattresses off the floor and are absolutely sure you know what you’re getting, good luck! I will never buy another mattress from Mattress Firm again and I will continue to tell my story. My daughter is looking for a mattress now...she will not be buying from here!

My son and I went by to see about getting him a new mattress and Pancho was WONDERFUL! He helped to make sure we looked within our price range but also helped to make sure we got the best deal possible on the perfect mattress for little man. He was so sweet and fun to work with. Definitely will be recommending him and the location to anyone else in the market for a new or used mattress!

Great customer service. Got all my questions answered and the team member really went out of his way to find exactly what I was looking for.

Adam was such a pleasure to buy a mattress from! He listened to me, helped me find a mattress that I loved and helped me with a great price. Will definitely be back to see him for my next mattress!

I have purchased from Mattress Firm before, and was as pleased with this new purchase as before. The staff is friendly and knowledgeable of the products. There was no pressure selling and they listened to what my needs and concerns were. I will continue to shop at Mattress Firm in the future.

Great customer service and selection!! I really appreciated the time and attention towards making sure I was satisfied with my selection.

I had such a nice gentleman help me at The Mattress Firm in Rockwall and he was very knowledgeable about the mattresses, foundations, and adjustable foundations (the electric kind that move the head and feet up and down, which I did buy along with a king mattress.) Thank you, Pancho for being an attentive and kind salesman! I can hardly wait to get the mattress and adjustable foundation!

Mattress Firm in Rockwall is awesome. No pressure and they give you all the time you need to discuss your purchase. Without hovering over like a bunch of buzzards that I experienced at their competition. Ask for Poncho. He is the bomb by only providing the help you need or ask for. Highly recommended.

I worked with John Rodriguez in the Rockwall, TX store and had a phenomenal experience! John was professional, informative, and easy to talk to. He answered all of my questions and provided responses that were in my best interest. I appreciated his no pressure approach, which is what ultimately led me to come back several days later and purchase specifically from him. Thanks, John; great experience!

After looking for a new mattress for over a year I went into MattressFirm on a whim. Thanks to John’s help and guidance I found the perfect mattress for me and one for my son! Pricing and payment options spot on. I will definitely be back!

My name is Danny and I am the Store Manager at this location and I also have lived in Rockwall for the past 12yrs. I would like to invite you to come in and get personally fit for not just a new mattress but your Complete Sleep System! The community of Rockwall and surrounding areas are our guests and we appreciate you all. We would like you to come in and tell us you saw us on Google for a FREE metal frame and 25% OFF our most popular accessories with the purchase of a mattress set. Thank you!

Great place. Very informative but not pushed to make decision. Looked at product and he stood back and answered all questions. Will go back.

Knowledgeable and friendly, especially Juan.

They can’t keep their word on delivery times. The man James assured us we would receive our product on a monday. Well that day comes. We never got a call or an email or anything. Wondering where our mattress is. We called in and they said oh It will be there by Wednesday. You guys makes your customers pay for a service and can’t even keep your word. People take time out of their busy days for this. Not to mention the thousands of dollars we spend at your store. This is ridiculous. I won’t do business with you again nor will I be recommending.

Great customer service. Sales person worked with us to find the mattress that best fit our needs instead of trying to get us to purchase a more expensive bed that was not as comfortable.

I was impressed with the service I received from John and his team in Rockwall. I am a repeat customer and have been very pleased with all of my purchases from Mattress Firm. Quality products at fair prices! Thank you for a great experience! 😊

We took our foster daughter to pick her own bed for the first time and the gentleman there was awesome in both helping us with prices and helping her feel comfortable in trying out the beds. Thank you so much, your kindness, understanding, and help was very much appreciated as we try to bring some comfort to her life and a good nights sleep on a comfy bed is a great way to start!

We had a great experience finding a new bed with James. He was super patient, professional, and knowledgeable. And helped us find exactly what we need while staying within our budget. I’d highly recommend finding him if you go here to buy a mattress!

John was most helpful and extremely polite. Was a great overall experience.

We bought mattresses for 4 rooms today. Our sales rep, Poncho, was awesome. He listened to our needs and made sure we were satisfied with our choices. Go visit Poncho for your next mattress purchase.

Process went very smoothly. Received mattress in two days. Price was reasonable for the quality of the mattress.

Salesman was fast and friendly. He made the whole experience pleasant.

After going to several big name stores and getting no help or information on which mattress would be better for me and my husband. We can in and were not only helped right away, we were actually given information that help us choose the best for us. No we did not spend 1000s of dollars on a bed but we still treated as if we were. All if the salesman were wonderful even as busy as they were on black Friday. We will definitely be buying any future mattresses from them.

John was super helpful! Saved us money and got us what we wanted. Was very patient with us and our children. Was honest about what we would need and what we dont need. He didnt try to over sell us or get us for every dollar he could. Great customer service, definitely recommend! Thank you John!

Friendly. Knowledgeable about products and what would meet our needs

I got fantastic assistance from Mr. James McTigue, and will be coming back for the next purchase because of the experience. Would highly recommend.

James M was a huge help to us! Very knowledgeable and EXTREMELY helpful. Even gave us a very well explained pros and cons to help us out when we narrowed it down. It was very obvious to both my girlfriend and I that he couldn’t care less about the sale he was making, and that he cared more for our satisfaction.On top of this, we went into the store 30 minutes before closing. James had to deal with three sets of different customers, while at the same time making us feel as if we were the only ones there. I’m sure the others felt the same.If you plan on finding the best mattress for you, go to mattress firm and talk to James M. He’s going to make sure you don’t spend your money on the wrong mattress.

Our salesperson, John, was well informed and extremely helpful.

Very knowledgeable with various options

We just got a mattress from John! Excellent experience! Thanks John

Pancho was extremely helpful in assisting us in finding just the right mattress. He explained explained the differences in hybrid’s, classic and memory foam. They had a great selection to choose from.We found our “perfect for us” mattress, within our budget.Because it’s a California King, it won’t be delivered for a few weeks. We knew that going into it though. No problem.Highly recommend Mattress Firm and Pancho.

I had a very good experience. The salesman helped me find a great mattress within my budget and i did not feel pressured to make a purchase.

When I called the Rockwall store, John was so very helpful. I needed a certain product that they didn’t have in store but let me know that their warehouse in Carrollton had plenty in stock. I needed it today so he helped set me up for the pickup. Very kind, understanding and super helpful—definitely recommend specifically John and his store! Thank you!

Very polite and knowledgeable salesman went through everything and answered all questions and found me a bed I liked

Had a great experience at Mattress Firm. Our associate was very knowledgeable, and understanding to our needs. She allowed us plenty of time to discuss our potential purchase, all while testing out the product we were looking at, and gave us valuable information before we decided to move forward with our purchase. Overall we had a wonderful buying experience here, and want to say Thank You to Stephanie for helping us make our decision! Looking forward to delivery today!!!

Stephanie was so helpful and knowledgeable. She talked to me like we were friends and I was more than a customer! I would highly recommend Mattress Firm to everyone looking for a new mattress! Friendly staff and great service!

Went in today to buy nice firm mattress and adjustable base, was greeted by John store Manager, help me find the right match, no pressure, brought the wife back a couple of hours later, made choice and the whole deal was done in 15 minutes, to be delivered the next day, clean store, very satisfied.

Great service and very knowledgeable.

We were in and out with no problem, not being there for too long. Aireka was very welcoming & put up with our different needs! We will definitely be back when we do need another mattress!!

Salesperson Poncho was awesome. Patient and a lot of energy. Love it!!

Great product selection, James Reedy was very patient and friendly. Very accommodating of my husband’s physical limitations and pointed us to the perfect bed. Very happy!

James did a great job explaining the different types of mattress to help me find the perfect one.

The staff was very knowledgeable and friendly. I would highly recommend them.

The salesman was excellent he was able to help me find what I needed in a timely manner and he was very professional. Thanks to Poncho for his great service!!!

Great products and the salesman was very good at asking the questions that took me to the product I wanted. Products and prices were appropriate for my needs.

John was phenomenal! He took the time to find out what my needs were then went over and beyond what I expected of him to meet those needs. I am happy I chose Mattress firm and I will recommend them enthusiastically to anyone needing a new bed.

Very professional, very knowledgeable!We walked in to by a Mattress and ended up buying and learning a lot!

We had a great experience at Mattress Firm Rockwall! James was a huge help and very personable. We pretty much knew what we were going to get, but looked around just in case. James was very informative, and we were in and out of there after placing our order a lot quicker than we thought we would be. Definitely recommend!!

The Mattress Firm sales team in Rockwall were knowledgeable & helpful. Adam was very personable which made us feel comfortable. We bought only box springs today BUT will be buying a mattress from him soon. I live in Las Colinas and was visiting my folks who live out that way. Adam and the staff were amazing and are worth the drive!

Really professional and helpful

Stephanie was rest. She helped us find just the right mattress. It met our needs for comfort while staying within our budget. We couldn’t be happier.

Poncho did a great job of narrowing down our options all while keeping our budget in mind. My husband and I were very pleased with our shopping experience.

James was such a delight and he was really friendly and wasn’t rushing or seeming money hungry he actually seemed like her cared!

Pure Greatness and very knowledgeable about mattresses.

Adam Lewis was awesome. He didn’t make us feel pressured and made sure we understood the whole process. If you’re looking for a new mattress ask for him.

I had written a review previously and it will not let me delete it and or add to it. After several exchanges and one that was beyond the time limit we are completely satisfied and happy with our purchase and the customer service! It was just miscommunication before and we appreciate them making it right and getting us back to sleeping good!!

Mattress firm in Rockwall was awesome. Pretty much knew we were going with tempurpedic bed. But, John Rodriguez was really good. He wasn’t pushy, but knew everything about competitor mattress..John was patient and gave us space to talk alone. We will definitely go back!

BEST CUSTOMER SERVICE!!!They truly go out of their way to ensure you’re taken care of! They are so respectful and bring a fun atmosphere to the store! It’s so obvious that they truly care about you and what they do!

Adam was Wonderful very knowledgable!!!!Thank- you Adam again, for all your help!!!!be blessed....ROSALIND

Adam was very helpful made our trip easy and quick! !

Very courteous and knowledgeable about the products that they sell at a reasonable price

I went in to find a low price mattress and the salesman helped me do that. Other places tried to press me to buy more expensive options because of the great financing offered. My salesman listened to my needs and helped me find a great mattress in my desired price range. Highly recommend!

Had a great experience buying a bed here. Kenneth Anderson was very friendly and patient with us. My wife and I love the new bed and adjustable base. Very appreciative of how fast he was able to schedule a delivery. Will definitely recommend Mattress Firm to anyone needing and kind of bedding.

Moved to Rockwall yesterday, no bed. Walked into Mattress Firm today at 3:15. Walking out at 4:15 with a new bed and adjustable frame. Poncho has been awesome taking us through all the options. We chose a bed and he jumped through every hoop known to man to get us in the perfect sleeping experience. We decided to go with new “cool” pillows and the “cool” sheets and pillow cases. Poncho is committed to making his customers happy. I would send anyone to see him for straight forward mattress info with the best price in town. We think Poncho is the best.

Poncho was very helpful. This was my first time purchasing a mattress for myself and he really helped me find the one for me. And stayed within my budget which was amazing. Given the current pandemic, I was pleased to see that they were sanitizing each bed after you layed on it and they had large paper towels for you to put under your head when laying back as well. He made the process easy to understand and I dont feel like he did the typical sales person thing of trying to get me to buy something I couldnt afford (granted I took my mom with me for moral support but still). Also when the mattress I came to really like was out of my budget he didnt hesitate to check outlets and see if he could find it at a better lower price, also something I greatly appreciated. All in all i had a great experience here, and would totally purchase another mattress from here in the future.

Found what we wanted was easy

John Rodriguez was wonderful in assisting me to pick the right mattress and very patient with me. I really appreciated his professionalism!

Stephanie was fantastic! Quick, responsive, and knowledgeable. I would absolutely refer anyone to her.

Pancho was super helpful and I’m very excited about my purchase ! He was so nice and made the buying process quick and painless.

John was very helpful. Quick and painless process for finding our perfect bed!

I wasnt sure what type of service to expect with this dang pandemic but I received 4 star service. Poncho was my sales person & I was able to purchase exactly what needed, got a great deal, & it will be delivered!!

John in Rockwall was very helpful with helping us trying to decide which mattress would be best for us.

We ordered a bed and it was delivered on time, but the most uncomfortable bed ever.So we exchanged it for the tempur breeze. At first it was great, but now I wake up with my ribs hurting every day since I sleep on my side. And because we exchanged it once we are stuck with a almost 5k mattress we cant sleep on. And this is the third bed we have bought and all three have not been up to par. Second one for my daughter we just kept it instead of trying to deal with exchanging and got her another one from somewhere else.. I think if a customer isnt happy it shouldnt matter how many times they exchange for this amount of money I would want my customer happy.

James and John were very courteous and helpful. Amswered all my questions and was very patient t while making my decision to purchase a bed

LET THE BUYER BEWARE.I purchased a new mattress and box springs from Mattress Firm in Rockwall, TX on March 17 or 18, 2020. Delivery to my area was to be the following Monday, March 23. I had a discussion with the sales person around their offer of a free adjustable base. I told him that I did not want the adjustable base, but rather, I wanted a mattress and box springs. The sales person said that would not be a problem but that they just didnt sell many box springs. He assured me that it would not be an issue and that I would receive the box springs with the mattress. When the drivers brought the product, they did not have the box springs on the truck. I refused delivery of the mattress only.I immediately contacted the sales person who was INCREDIBLY rude and did not offer ANY help. He was busy with another customer in the store.I can only assume that he was busy making another sale that they will not stand behind. He did offer to call back and he did. He eventually said that he would cancel the order and the charge would be removed from my credit card in 10 to 12 business days. I told him that it was UNACCEPTABLE to charge a customers credit card, fail to deliver the products that the customer purchased, and then tell the customer that the charge could not be reversed for 10 to 12 business days.Again, BUYER BEWARE. I contacted the corporate office/customer service center. The customer service (or lack of service) told me that they were unable to do anything to assist me since my purchase was made in store. They did, however, have a manager contact me. I believe it was the manager of the store where I purchased the mattress.He told me that he could deliver a box springs to me on Saturday, March 28. He said that was the first slot that they had open. I want to point out here that the sales person told me that they only deliver to my area on Mondays. The manager said that they deliver Monday, Wednesday and Saturday, but that Saturday was their first opening.If Mattress Firm cared about the customer, they would have made an offer to deliver box springs on the original delivery date, or at a minimum the following day (regardless of what it took to do it).This was my first AND LAST experience with Mattress Firm. Not only have they lost a customer, they have gained a former customer who will not hesitate to spread the word about their terrible customer service.

I couldn’t be happier with my experience at mattress firm and Poncho was the man to make sure of that! His customer service was absolutely incredible. Also he was very knowledgeable about every single mattress in the store. I explained to him what I was looking for and within seconds he found me the perfect mattress. If you are in need of a new mattress, I most definitely recommend coming here!

Was a pleasant experience with John and his excellent customer service. Would recommend to any one looking to purchase.

Went here to see what offers were available. My partner and I luckily ran into John. He had us fill out the paper that asked what we were looking for in a bed. John took us directly to a couple of beds that we could choose from. He was very patient and answered all questions. We were able to do the financing. We are extremely pleased and excited.

John gave us a great customer service experience! He was so helpful with finding our perfect match. We came in with no idea what we wanted and he was able to easily help us determine our likes/dislikes. He wasnt pushy with sales and really did give us the best deal for what we were looking for!

Excellent customer service. Friendly and helpful.

John and the team were amazing and very low pressure. They shared what I believe was only the facts and no hype. Very professional

Pancho was great! Showed us exactly what we were looking for and made the whole process easy.

Had amazing service and finding the right mattress for me and my husband was a breeze. Customer service was above and beyond to get us the best deal within our price range. I highly recommend this store and ask for Poncho!

We have a 21 year old daughter with autism and sensory needs who can not make her bed alone. We went into the store just for a new mattress but Michael Copley helped us leave with more than that. We left with a new mattress and a way to help our daughter have even more independence. With the lift system, that was on sale in the holiday sale they were running, our daughter can lift the top and bottom of the bed remotely allowing her access to the corners easier therefore allowing her to make her bed with out assistance. He took the time to show our daughter everything so she fully understood the system. His patience with us and his understanding of our needs will be the reason we will always be returning to see him from now on. Thank you so much Michael.

Very nice Aron helped us out and got us the best dealWould recomend

Great service... definitely will be back to shop for my next bed

We looked at several beds. Picked the one we wanted. Service was awesome!! Would recommend.

I got better than what I went in for and the Customer Service was excellent. Thank you very muchPam J