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Factory Direct mattress manufacturers - Dallas/Ft Worth

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29 Apr 2019 05:55 #171 by neverender
We finally made it out to http://www.citymattressfactory.com/ on April 19th. Looking at the google maps view I could see this was a sketchy area surrounded by salvage yards and other manufacturing type buildings. I told my wife about this and a place like this isn't going to be in a strip mall but more like a warehouse district. She seemed ok with this until we started driving down the unsafe looking 2 lane road. As we approached what looked like a haunted witch's house she said "I may not be getting out of the car and I have every right" Luckily as we turned the corner and saw City Mattress Factory, she said that it looks fine and will get out of the car.

My wife thought I was being weird by bringing our pillows but I assured her the experts said that is the thing to do. I had my tablet with all of my notes so I was prepared to ask questions. We made our way into the building and back to the showroom. They had about 20 different mattresses to try out. Norm greeted us and he was very friendly. We started with the 2 sided mattresses and then started to play a game of Goldilocks. Norm pretty much left us alone while we hopped from bed to bed, and would check on us after a while. I told him about this website and all the info that was provided by all the great people here. As we started to narrow it down to two mattresses we ended up both agreeing that the Royal Jewel Latex/Firm felt the best. This was great because I know many others in this thread went with that mattresses and that was what we both liked.

Another great thing was no high pressure sales during out testing or when we were buying the mattress. Norm asked us if we needed a bed frame or a mattress cover, that's it. We already had both so that was pretty much it. We had the bed delivered on April 23.

So far it has been a huge difference and we are both really liking it. The two biggest things that we are getting used to is when somebody gets in or out of the bed, the other person never feels a thing. The bed doesn't move at all when the other person is moving. The other is this mattress has the quantum edge coils on the perimeter which are stiffer than the coils on the interior. This is also great because you can be laying on the very edge of the bed and it doesn't feel like you are about to roll out of the bed.

I've told and bored many of my friends and coworkers about this site and my experience. I have sent them links to this site for their mattress purchases in the future. I will check back in in a few months to update about my mattress, but right now we are very happy with it.

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30 Apr 2019 20:00 - 30 Apr 2019 20:05 #172 by Phoenix
Hi neverender,

Congratulations on the new mattress!!!! :) and thanks for such a detailed report of your shopping experience.

That as such a nice post and thank you again for the kind appreciation you have for our site.

I love this ... "bringing our pillows" and "tablet with all of my notes "... it is truly very very rewarding to see consumers in charge of their shopping process ... It's amazing to witness a growing feeling of confidence in one's decision and the good results that comes with some good information, basic research, and some field testing .. all in all assuming some responsibility in the purchase process.

Also, it's great to hear that this is a good match so far:

The two biggest things that we are getting used to is when somebody gets in or out of the bed, the other person never feels a thing. The bed doesn't move at all when the other person is moving. The other is this mattress has the quantum edge coils on the perimeter which are stiffer than the coils on the interior. This is also great because you can be laying on the very edge of the bed and it doesn't feel like you are about to roll out of the bed.


I am glad that all is going so well and yes please send us updates once you have a chance to sleep upon it for a while longer.

Thank you so much for telling all your friends :) about us.

Sleep Well,
Phoenix

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Last edit: 30 Apr 2019 20:05 by Phoenix.

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07 Aug 2019 19:16 #173 by HK45CTV7
First and foremost, I would like to thank everyone who has contributed to this forum! The information passed along here has been extremely resourceful, very interesting to learn, and most importantly - unbiased. I am a very easygoing person and am not one to complain, but I genuinely feel that I should pass along my negative experience so that others can be aware.

After doing my homework here, I decided that I wanted to fly out of state to visit The Mattress Factory. My girlfriend, family, and friends thought I was crazy to go through all of this to buy a mattress. "Just buy a Tempurpedic! It'll be the best investment in your life!" they say. Lol. Nope, I was a man on a mission and determined to find a high quality mattress. My motto in life has always been "buy once, cry once" so I value high quality items and always enjoy the research process that goes along with it hence why I'm on this forum!

When I first walked into The Mattress Factory, I was helped by Trey at first and then the owner, Peter, happened to come into the showroom a moment later. I mentioned that I was from out of state, I found out about them through the Mattress Underground forum, and my flight back home was in a few hours. Peter was pleasantly surprised and turned to Trey and mentioned "We're going to take care of him." They were both very friendly and helped me choose the best mattress for me which had the talalay latex comfort layer and dunlop latex core. After talking for a bit, he looked at Trey and mentioned "Give him 10% off" and after building rapport a few more moments later he mentioned "Take off another $100." I sincerely thanked him. To be clear, I never asked for anything. I'm just a simple person who values customer service.

I asked Peter about the total combined height of the mattress and foundation due to concerns of how the overall appearance would look with a new, sleek mid century modern bed set I just purchased. I showed him the specs and dimensions of the bed on the manufacturer's website and showed him the wood slats that came along with it. He mentioned that he would custom make me 2 foundations to lay side by side in the king bed frame and make it 2" in height to maintain the low profile look and not cover up too much of the headboard.

The sale was quick and easy and the first tiny red flag that I noticed was that he did not take off 10% + $100 off that he mentioned earlier. He took off $200 total and I didn't bother to mention anything because I'm not that type of person to nickel and dime. I honestly respected them, trusted them, and I valued the service so I paid no mind to it. I thanked them for everything and left there extremely happy and could not wait to spread the news to everyone I knew back at home.

The following day I sent him an email asking about what type of latex that was used for the support and comfort layers of my mattress and what are the benefits of each. I mentioned that I would like to be able to describe to my family and friends the quality of his mattresses. I missed his call that day, he left me a voicemail, and mentioned that he would email me a detailed response later that night. He never emailed me back.

Upon receiving the mattress, which arrived late about 1 week after the expected delivery date, the first thing that I noticed was that the foundation had a 4" wide slit/hole through the felt. The second thing I noticed was that the foundations looked horrible. The felts were cut crooked/misaligned and bad stapling all around so the wood and cardboard were exposed (imagine a Christmas present wrapped poorly by a young child). My main issue was that when I tried to place the 2 side by side foundations into my king bed frame, it did not fit. The mattress fitted perfectly. I informed Peter the issues with pictures via email. I kept it professional, I did not complain, I did not ask for anything. Once again, he never emailed me back.

I waited 3 days and gave him a call. The next big red flag I caught was that he mentioned that he emailed me right back. His attitude was a bit on the snarky side and mentioned that the dimensions of the foundations he built are standard size and that they should fit any standard king bed. He asked me to take measurements. I was at work at the time so I had to get back to him. Once again, I maintained being kind, polite, and respectful just like every interaction.

Before I was going to take additional pictures, I decided to lay one foundation on top of the other to measure if there were any misalignments. When I aligned one end of both foundations so that they're both flush laying flat, the other end of one foundation became completely misaligned! The opposite end became 2.5" crooked! I aligned them standing up against the wall and the misalignment becomes very noticeable. The foundations honestly look like they were built by someone with the worst craftsmanship I have ever seen. Peter called me back and his words were "I've never seen that happen before. You already have wood slats that came with your bed frame right? Do you need those foundations? I basically gave them to you for free. I will send you another warranty card." I was in complete shock. Wow, just wow. The ball was in his court. I never became irate or disrespectful. I was just waiting for him to simply take care of a potential lifetime customer (I personally need 2 more mattresses) and a potential raving fan (I would have bought business to him with family and friends), but it saddens me that he never even attempted to try resolve any issue. All this time I technically did not need a foundation because he knew that my bed came with slats when I showed it to him, yet he still sold me a foundation. In addition, the foundation wasn't free because that was money I could have saved with the supposed discount. I found it odd that after the phone call he finally sends an email and included the words "per our conversation". It makes one wonder if he doesn't like responding to emails because it may have been used against him in the past. He mentioned that he would send me "another" 20 year warranty card, but I never received 1 from the beginning. After a week, I finally received an envelope from him in the mail. No warranty card, no message written by hand, it was just a generic pre-printed thank you card. To be completely honest, even if he gave me lifetime warranty I have very, very little faith that I would trust Peter to honor it. Trust means everything and he has failed miserably.

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11 Aug 2019 11:31 - 11 Aug 2019 11:34 #174 by Sensei
Hey HK45CTV7,

Thanks for the update on your mattress experience. So sorry it worked out as it did. What I find so interesting about this is ones "intentions" to go above and beyond with his idea of the low profile wooden, custom-built foundation.

He mentioned that he would custom make me 2 foundations to lay side by side in the king bed frame and make it 2" in height to maintain the low profile look and not cover up too much of the headboard.



Obviously, in retrospect, he sure wishes he did not offer to make this "product" given your new bed did have slats. One can be a custom product company, but the custom products are always the same choices for people, and making a "new product" like this, on the fly, is rife with potential issues. This coupled with one's difficulty with dealing with the "complaint" makes for a bad combination.

How is the mattress?

Thanks again for the post.
Sensei

Sensei(@ TMU Team)
Researching for a mattress?... Be sure to read The Mattress Shopping Tutorial.
Click here for TMU Discount Codes if purchasing from Our Trusted Members.
For any mattress questions Ask An Expert on our forum
Last edit: 11 Aug 2019 11:34 by Sensei. Reason: grammatical / spelling

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14 Aug 2019 11:15 #175 by HK45CTV7
He may have tried to go above and beyond before the sale, but he did nothing after the sale to gain one's trust and confidence to come back. There was no empathy, no apology, and no responsibility and no resolution for their mistake. It's mind boggling to me for a business owner to say "Wow, I've never seen that happen before," and then have the consumer be stuck with the unusable item and take the loss. A business owner who truly cares would simply say "I am sorry this happened. Why don't you ship it back to us and let us make it right it for you." It's apparent that money/making the sale is more important to him than people/relationship building.

I like the mattress, but subjectively I can't say that I love it. I wished it was a little bit softer. I purchased a medium firm when I typically prefer firm with other brands. Objectively, I do have confidence that the quality and durability of the mattress is great.

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14 Aug 2019 14:51 #176 by Sensei
Hey HK45CTV7,

You are 100% correct in that he should have said that. People really dont understand that just saying "I am really sorry that should not have happened, I will pick it up immediately, or help you get rid of it..etc. As soon as someone says this, people always relax. Well done with the update, really appreciate hearing about these experiences. Thanks again.

Thanks,
Sensei

Sensei(@ TMU Team)
Researching for a mattress?... Be sure to read The Mattress Shopping Tutorial.
Click here for TMU Discount Codes if purchasing from Our Trusted Members.
For any mattress questions Ask An Expert on our forum

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