• Report: #452788
Complaint Review:

Mattress Giant

  • Submitted: Sun, May 17, 2009
  • Updated: Tue, April 13, 2010

  • Reported By:Parkland Florida
Mattress Giant
8165 Glades Rd Boca Raton, Florida U.S.A.

Mattress Giant will Insult, humiliate, degrade, and disrespect you if it means making a sale. Easily the worst retail experience of my life. Boca Raton, Florida

*UPDATE Employee: I appologize for your experience

*UPDATE Employee: Please accept my apologies

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Keep in mind while reading this review, I'm a very reasonable person. I've never been pissed off so badly by a retailer that I've done anything (short of maybe warning friends/family) to hurt there reputation.

Mattress Giant is the first retailer that I've felt so strongly where I needed to warn others (even people I don't know) online and offline. I feel this strongly and I never even made a purchase. Trust me, it's that bad.

I walk into the store with my girlfriend, and I immediately noticed it was completely empty. It was a big showroom, and there was not a single person in sight (didn't take me long to find out why.) The salesman quickly approached us and we let him know that we were just going to look around. He quickly agreed and told us he'd be there if we needed any help.

No more than 45 seconds later, the salesman comes back discussing a mattress we were looking at for several minutes (not pausing even for a moment to let me or my girlfriend say a word.)

In the interest of making this brief, I'll briefly comment on everything that irritated me in this experience:

1. Salesman simply REFUSED to leave us alone and let us browse the store at our own pace. Insisted that mattresses are "blind objects" and could not be navigated without the help of a Sleep Expert.

2. Salesman told me that he wasn't a sales person, he was a Sleep Expert. Apparently watching a 90 minute training video on selling Mattresses makes you a sleep expert. Go figure.

3. Salesman wouldn't let me get a word in. I suppose they feel that the longer they can keep you in the store, the chance of you "breaking" and deciding to make a purchase will increase. It was supposed to be a 3-5 minute visit, and we spent over an hour in there.

4. After about 30 minutes, the salesperson could see that I wasn't going to pay 2,000$ for a 600$ mattress, so he went to "go look for coupons".

The salesman then described that different Mattress Giants carry different specials, and that he could "piggy-back" off another MG's specials. (Blatant lie.)

5. While one salesman was "looking for coupons" (Enjoying a game of solitaire while yelling out things like 'Yo Jimmy, what's the county code for ML?'" This was a challenging question for Jimmy, (He couldn't think of an answer that would look legitimate) so he walked over to the computer and whispered something in the other salesman's ear.

6. Salesman told me that they were over 20,000$ in gross sales the day before, but this day the store was completely dead, so the manager authorized the all-exclusive "35% Regional Manager Discount" for Jimmy. Jimmy had taken a particular likeness to me and was going to help me out by using this 35% Regional Manager Discount. (Blatant lie, this location is receiving absolutely no business. In an hour and a half I was in that store, not a single potential customer walked in. This is more than a "slow day", it's a near-dead business.)

Now, I definitely wasn't having a good time at this point, but I wasn't exactly furious either. Here's what put me over the edge.

7. I told the salesman that we would look at a few more stores before making a decision as me and my girlfriend stood up. The salesman then asked me if I would at least reserve one of the mattresses, otherwise I had been completely wasting his time.

(At this point, I should have said "Actually me and my girlfriend were just killing time before our movie started, thanks for hanging out with us." Then proceed to offer him a handshake.

Instead I told him that I was serious, but before making any kind of commitment I'd like to scope out my options before making a decision.

The bullsh*t and the insults continued. He implied that I couldn't make up my mind and that I'm young and I don't know what I'm doing.

If you enjoy being lied to and manipulated by obnoxious, pushy, ruthless, and dishonest sales people, then Mattress Giant is certainly the place for you. If not, Google "mattress seller reviews" and go from there.

I did not and will NOT buy anything from this company.

Parkland, Florida

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This report was posted on Ripoff Report on 05/17/2009 09:39 PM and is a permanent record located here: http://www.ripoffreport.com/reports/mattress-giant/boca-raton-florida-33434/mattress-giant-will-insult-humiliate-degrade-and-disrespect-you-if-it-means-making-a-sa-452788. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

I appologize for your experience

AUTHOR: Anon. - (USA)

This is the first legitimate complaint on mattress giant I have read.  With the exception of the $2,000 mattress being worth six hundred that might be a stretch and it is a blind product you should have had a sales person help you as they are trained to do so.  Plus you never would have know about the discount if he didn't tell you.  He definitely sounds over the top though and should probably pull his head out of his you know what if it went as described.  He should not be upset if you are going to look around that is just what a lot of consumers do.  If he was really good at his job he might not have felt threatened by that because he impressed you by his knowledge, friendliness, value, and customer service.  While no salesman likes to see money walk out the door it happens and he should not have treated you that way.  On behalf of Mattress Giant I appologize for the experience, I would strongly recommend another store before making your final decision on the 400 plus store.  I have been to some bad restaurants in a chain and it doesn't mean they are all bad.  Thanks for the constructive input.  Get a salesperson though whenever you can so they can help you make an informed decision.  If your nice most will go out of there way to help you out and that is any company.  It can also (usually) speed up the process and I am sure you and your girlfriend would rather be doing something more fun. 
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#2 UPDATE Employee

Please accept my apologies

AUTHOR: Art - (U.S.A.)

I am a District Sales Manager for Mattress Giant in North Florida and let me begin by apologizing for your experience at one of our Boca stores. There is absolutely no excuse for the treatment you and your wife received. Mattress Giant's goal is to meet and exceed all of our guest's and customer's expectations, whether they purchase from us or not. That being said, I would like to try to shed a little light on what may have happened on this particular visit by touching on each of your points:

1. Mattress Giant understands that shopping for a mattress is probably one of the most confusing and frustrating things to shop for today. Because of this we train our bedding consultants to "partner" with our guest in order to help them find the right comfort and/or support level at the right budget. However, if a guest ever wishes to be left alone the consultant should give the guest all the space they desire. This person obviously did not. I apologize.

2. All Mattress Giant bedding consultants go through an initial training of 80+ hours. Among that training is over 20 hours on sleep. After they are done with the initial training all of the manufactures' representatives do one-on-one trainings with each of them consisting of about 2-3 hours each. However, this is no excuse for any associate to bully and force his or her knowledge unto anyone. Again, I apologize for this individual's lack of professionalism.

3. There is no excuse for this person's babbling. Mattress Giant believes that the most important thing an associate can do is ask a question and then LISTEN. Apparently this person needs to be re-trained in the art of listening. I apologize for his lack of communication skills.

4-6. It is no secret that some mattresses can be discounted due to any number of reasons. Current or previous sales, manufacture's rebates, pricing incentives, additional discounts allotted due to roll back pricing, etc, etc. It is also true that some mattresses cannot be discounted $1, such as Tempur-pedic and Stearns & Fosters. In this case you were apparently looking at a bed that could be discounted for whatever the reason, however, rather than be open and up front with you about the available savings this associate chose to put on a show. You should know Mattress Giant despises that kind of unethical behavior. This is inexcusable and I apologize.

7. If I had heard any of my people tell a guest of Mattress Giant's that they have been a waste of their time or any of the other things you state he said after you told him you wished to shop, I would have taken disciplinary actions up to and including suspension and/or termination. This is completely unacceptable and I truly apologize.

I am sure you can understand that with a company the size of Mattress Giant a few bad apples will sometimes make it into the bunch. Please know that your one experience, horrible as it may have been, is not indicative of what Mattress Giant thrives to be. As such, I would like to offer my services to you and your wife to see what Mattress Giant and I can do to make things right. My contact email is adominguez@mattressgiant.com.

Again, I would very much like for you to know the kind of company Mattress Giant really is and I regret that one or two individuals have made you feel so strongly against Mattress Giant. Please contact me, I look forward to hearing from you.
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