We had a misleading sales experience at Mattress Firm that future customers should be aware of.We purchased an open-box mattress after the sales associate, Noman, explicitly stated that the mattress came with a 120-day trial period. When we expressed hesitation and said we wanted to leave and think about the purchase, he reiterated the trial period and encouraged us to go ahead, telling us we needed to give the mattress time to break in before we consider refunding or exchanging. At no point during the sales process did he disclose that open-box items are treated as final sale with no returns or refunds. In fact, the open-box option was actively recommended.Only after attempting to exercise what we were told was a trial period did we learn that Mattress Firm considers the purchase non-refundable.This was not a misunderstanding or failure to read fine print. The trial period was affirmatively represented—multiple times—and used to overcome our hesitation, while the no-refund policy was not disclosed at the time of sale. That omission materially affected our decision to purchase. Had the final-sale condition been clearly stated, we would not have proceeded.If Mattress Firm’s policy is that open-box mattresses are final sale, customers should be told this clearly and unambiguously before payment, especially when a “trial period” is discussed. Expecting customers to infer or independently discover such a critical term is unreasonable.This experience raises serious concerns about sales practices and training at this location. I strongly advise anyone shopping here to get all terms in writing and to be especially cautious with open-box items.Transparency matters. This transaction lacked it.
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Mattress Firm Inc. is an American retailing company and mattress store chain founded by Harry Roberts, Paul Stork, and Steve Fendrich on July 4, 1986.
