Each time Ive gone into this store the staff has been very customer friendly, and very knowledgeable of their products. Both times I visited I was only interested in a pillow, and despite such not being a high ticket item like a mattress, the staff was just as kind and helpful, and just as knowledgeable with the different pillow options which is critical for someone as picky as me. I will definitely return again when in need of another pillow, or if in the market for a mattress. Thank you, Brian!

We had an amazing experience with Mattress Firm. The sales rep Brianna listened to our needs and 3 days later our mattress was delivered. Professional delivery team did a great job! Highly recommend.!!! Great price and service!

My husband and I have both worked in customer service, and are big on greetings, equal treatment, and being knowledgeable about the products you sell. And we try our best to shop were it appears that the staff members like or even better, love their jobs. We have been shopping at Mattress Firm in Willoughby since 2018 and each and every time we were happily greeted, welcomed into the store, and asked how we could be helped today. Now, weve been assisted by several of the Willoughby Mattress Firm staff members, and received EXCEPTIONAL treatment from not only Katherine Dale and Nicholas McCarthy, but each and every one of them. Not only were we treated excellently, the entire staff was extremely knowledgeable. We are so happy with our shopping experience, the staff and their knowledge at the Willoughby Mattress Firm store, that we refuse to shop in any other mattress store including other Mattress Firm stores. Thank you Willoughby Mattress Firm staff and company, for a great shopping experience, a wealth of knowledge, heavenly mattresses, box springs, foundations, pillows, and sheet sets. So for any and all your comfortable sleep needs dont hesitate to go to the Willoughby Mattress Firm. You will leave happier, then you were when you went in, knowing that Mattress Firm has your back, and is there to assist you in getting the best, most comfortable sleep of your life. Thank you again Willoughby Mattress Firm staff... We are customers for life!! Keep up the GREAT work!!The Very Happy Deadwyler Family

Overall HORRIBLE experience so far. Only reason I gave two stars instead of one is because the sales person who helped my boyfriend and I pick out a bed was wonderful (wish I could remember his name to give him credit) HOWEVER, when we put in the order for the bed we were PROMISED a “week-week and a half tops” for it to be delivered. Here we are.. OVER FOUR WEEKS AND STILL NO BED!!! We have called the store at least 3-4 times asking when it’s supposed to be delivered and each time they tell us they need to check and tell us they would call us back right away.. BUT NEVER DO! On April 30th we got a text that the mattress and bed frame would be delivered the 31st and IT NEVER SHOWED UP! So of course we called again and we were told it wasn’t there fault and “try tried to call us and left us a voice mail to confirm the delivery”. We never received a single call. Saying I’m angry at this point would be an understatement. So I am going to call one last time today and if the delivery is not here within the week I will be canceling and taking my business else where. This is outrageous. Never in my life have I seen such horrible service. I’m really not one to complain but people should know what they’re dealing with if they choose to buy a bed from mattress firm.

I had a terrific experience buying a mattress at here. The salesman was knowledgeable and patiently answered all my questions. He worked hard to find and apply all available discounts to my multi-item order. I would definitely go here again.

Katie was very helpful and knowledgeable I told her what my issues were with pinched nerves in my neck and also a side sleeper. She helped me find the right mattress and also useful information on the adjustable frame vs getting a box spring. I dont know much about mattresses and I was happy to have her be helpful and listen to what I needed. Highly recommend

Brian was excellent to work with he helped us alot. Also the took excellent care of 2 different customers at once I was impressed.

Before I went to this store, I was very hesitant because of the Horrible reviews...But, lack of time, We went anyway. I have to say, these customer Service people were awesome.. not only did they greet me, they literally listened to my needs. I did tell them of the Horrible reviews on this site and Ashley mentioned that they both had transferred from another store recently. To top it off, she gave me a total of 20% off ....I highly recommend this store for searching for a mattress.

Our first sleep expert was Dalton at Mentor but we purchased with Ashley at Willoughby. Both associates were extremely knowledgeable in helping us make our decision. They greeted us promptly and made us feel welcomed and answered every concern we had. Both were extremely kind and made both experiences exceptional. They each took their time and made us feel at ease and not rushed. Highly recommend both sleep experts. Thanks for a job well done. We appreciate you all at the Mattress Firm.

The process was very easy, Dalton greeted me as I walked in. He explained the process, the different firmness settings of the bed, what positions are most comfortable for which beds and the price ranges of each. Each step was easy and I left out with the bed I wanted!

Knowledgeable, friendly & patient. Answered all my questions plus prices were very reasonable in my opinion!

We were very impressed with the knowledge that our sales person had. KD also showed great patience. At no time were we pressured or rushed. Very good experience.

Can I tell you I had the best experience at this place! me and my fiancé walked in not ready to buy a mattress but just to look, Brianna was super informative and super sweet gave us the best deal we went and talked and bought everything that day! because we had such a great experience on top of that she followed up with me (twice!)And she was able to get my mattress sooner! Like in two days instead of 30days! I will refer anyone to Brianna she was amazing best experience ever!

They were very helpful and knowledgeable easy terms to

Fast friendly service! Went in, explained what l. Wanted, got it, checked out, satisfied cutomer!

A true nightmare experience. And best of all NOBODY @ Mattress Firm Willoughby tried to help or assist stating “Nick is on vacation now & will be back in a few weeks!” Outrageous. Empty promises, unfamiliar with “new” system etc.. Right hand doesn’t know what the left hand is doing. STUCK US GOOD after fraud claim of delivery within 2 weeks (March 2021) Mgr is forbidden to call the salesperson who took our order. Some team work (NOT!) incompetence is rampant.

Thank you Ashley. You made it a great experience. Knowledgeable, pleasant, welcoming and thorough. And it only took about an hour. Nice...

Friendly knowledgeable staff. Good quality at reasonable price!

We were given the time to browse the selection of mattresses. Briana was able to answer all of our questions and steer us in the direction of the mattresses that were the style we wanted and were within our budget. We were able to purchase the mattress and set it up for delivery in two days. We highly recommend this store.

Very professional would recommend purchasing from them and we will be in the future!

Helpful staff at this store and other mattress firms.

I waited a week after ordering my new king size mattressWith the free adjustmentable base that was broken in three places when it arrivedNow I have to undo everything to get a new base I’m unhappy

The saleswoman was excellent as she took the time to explain the tempurpedic mattress to me in detail. Ashley Achhammer was very kind and patient as I had a lot of questions as I have severe lumbar stenosis and was looking for the perfect mattress for my back. She was very knowledgeable and was very helpful. Once we found what I hope will be the perfect mattress for my back, Ashley explained that if I wasnt happy with it I could return it for another mattress or a refund. She impressed me very much. Im very happy I went to the Matress Firm in Willoughby Ohio. Thank you Ashley for all your help and kindness, Tim Pattison

Ashley was awesom! I texted the store looking for 2 purple pillows and really wanted to get them ASAP for my neck! Ashley secured me one at her store and one at a store nearby that I could drive through. Worked it all up in one invoice that she emailed and I paid online. Walked in grabbed my pillow and walked out! Super easy and we are so excited to use these!

Great prices & super friendly people!

My experience with mattress firm has been a bad one they directed me to buy in the wrong mattress Im not walking up yet without a bad back the people delivered my mattress scratch my hallway down to the plaster now the protective cover on the box springs are all falling off I would not recommend this place the girl that sold me a mattress did not know what shes talking about. Someone tried to contact me one time I called them back that was 2 weeks ago but so their customer service sucks

Dominic Delciappo was awesome! I came the store to purchase a bed for myself with my sister tagging along and we both bought mattresses with adjustable bed frames! Great deals and great customer service! I would recommend this place to anyone looking to purchase a new bed and mattress.

Great customer service

Excellent service and found my bed and my dads there within an hour. They gave us free shipping and Jim our salesman was super nice and funny. We went to several stores before but none as good as mattress firm!

James Rice was amazing. Patient, knowledgeable, honest. We couldnt be happier. He waited until AFTER we made our decision to tell us that we actually purchased the same bed that he has. That made us feel like our decision was solid, but we werent pushed. If the employee has this bed, it has to be ok, right? He treated us like we were buying one of those black ice beds even though we walked in saying we wanted the least expensive option possible. He allowed us time to compare and made us feel comfortable with our decision to spend quite a few hundred more than we had intended. No buyers remorse here! Thanks, James! Were pretty excited to begin sleeping better!

$5000.00 for a mattress? UNBELIEVABLE. The sales person was very nice. He told me he could get me the $5000.00 mattresses for $2500 but it would be a reconditioned mattress. He explained they allowed the customer 120 nights to sleep on the mattress, if the customer is not completely satisfied thy will take the mattress back, which is nice .But.... the company cleans the mattress that customers has slept on, then sells it at 50%off. I found that utterly disgusting and left the store.

DO NOT BUY A BED FROM HERE! THERE ARE PLENTY OF BETTER OPTIONS! Customer service is the worst and in this day of overnight shipping it should not take two weeks for a bed to be delivered. If for whatever reason you need to reschedule your delivery it can take up to an additional two weeks for them to get back to you. Calling the corporate number is like talking to a wall because they redirect you to the store that screwed you over in the first place and the awful sales person that youre trying to report to corporate answers the store phone! This company in general is the absolute worst! DO NOT WASTE YOUR TIME OR MONEY HERE!

Aaron was very helpful and knowledgeable! My sister and I were both able to find very nice mattresses!! I would recommend this store to anyone!!

Had a great experience. Our associate Greg was knowledgeable and polite. It took less time then expected which is HUGE. Thank you!

Service was superb. Felt great walking into the store and Lorrainna was fantastic and very helpful!!! I recommend this location.

Jim R. helped find exactly what I was looking for, in a short amount of time! He was so nice and knowledgeable. I absolutely recommend you go and see him!

Very quick and knowledgeable advice based on how you sleep. Very efficient.

Aaron was very nice and helpful great experience I would highly recommend everyone who is looking for a Mattress to stop here.

LorRainie was very friendly and knowledgeable. I was in and out quickly with what I wanted. No pressure.

Friendly, knowledgeable and helpful. Made selections easy to identify. Thorough, and not pushy.

Awesome experience In store! the day before we were supposed to get our mattress shipped they told us it was never shipped to the warehouse and we have to wait until the following week after we already moved everything out of the bedroom.

Awesome sales associate! I will be recommend this mattress firm to friends and famiky

Jim was knowledgeable and made bed shopping quick and easy.

Matt was great on the phone and arnetta was very knowledgeable at the store could not be happier with her service could not be happier

Great Service and knowledge of the products my the salesman.

Great service, in and and out quickly and awesome sale pricing!

Service was great! Loved lorrainna

Had a great experience! Daniel was very helpful and very cute!!

Excellent service and high quality products!

Not bad but they try to push overpriced mattresses. all of the mattresses on the floor are around $1000 and up. They dont have much in the 500-800 range at all.

Arnetta was very knowledgeable and helpful!

They were quick...no games....no funny gimmicks..... Friendly. Wed buy again from them.

Arnetya was very helpful

When in a got approved picked my mattress paid extra for the metal box spring it got delivered beds not right the mattress is smaller then the box spring I called the store the gave me the run-around told me to call the the finance place so called them finance people told me to call store now Im stuck with a mattress that sucks and a bill Im stuck with and no help

Great service

Excellent service!!

Serbia is good

Great customer care