Northern Mattress & Furniture 1st
Reviews and Complaints

I bought furniture from Northern Mattress with issues. The table set and chairs came damaged. I didn't see the scratches until I got home. I immediately called them as it was the day before Thanksgiving. I had to persistently follow up to get new chairs delivered. Finally, they delivered the chairs on a day I was working, without notifying me. They returned later after I called and complained. The replacement chairs were even more damaged than the original ones. They took those back. I had to start the phone chase again. They decided to order me a new set, promising 4-6 weeks. After 8 weeks, no updates. I called again, only to find out no table set was available, but a showroom one was on its way. They were supposed to call me with a delivery window, but didn't. I had to follow up again and found out my delivery was rescheduled to next Wednesday, when I'll be out of town. I informed the representative that I would seek legal advice for small claims. She ended the conversation abruptly. So, the lessons learned: 1. Furniture at Northern Mattress may be similar to scratch and dent offerings at higher prices. 2. They fail to communicate with their delivery teams. 3. They don't return calls. 4. They show little concern for customers. Consider carefully before spending your money there and inspect your items thoroughly, as warehouse quality may differ from showroom displays. With tax refund season approaching, consider alternative stores. Also, I was informed that many of their items arrive damaged.

We bought a couch from the Waterville store. There was a couch on display that we liked, so we chose that one. However, the couch we received was not what we expected. It sags in the middle and the cushions are all wrinkled, like they're not filled properly. I wanted to get a replacement, but the salesman who helped us was no longer there. I tried reaching out to their customer service online, and I did get a response from someone named ***. They asked for pictures, so I sent them. But then, I didn't hear back from them. So, I filled out an online form and got a call from a different person named ***. They also asked for the same pictures, which I sent again. They said they would talk to their supplier about it. But, I haven't heard anything back from them either. I just want to work with someone who can help me and get a couch that I can actually sit on.

I bought a bed and recliner in January . After a few weeks, the footrest on the recliner started making a clunking sound when I raised it. I reached out to customer service and they initially said they would replace the chair. But then they changed their mind and said they wouldn't do anything until I wrote a really bad review on their website. So, I went through all the warranty stuff, even sent them pictures of the recliner, only to be told that it would take longer than usual to get a replacement footrest because of COVID-19. It's been almost a year and they still haven't fixed or replaced the broken part on the recliner. This is not okay with me and it really upsets me. They keep blaming the manufacturer and making excuses, and I'm just fed up with it. That's why I'm complaining.

Complaint from a tired unhappy customer: I understand we're in a State of Emergency, but this complaint is about Northern Mattress and Furniture in ***, ***. I bought a bed from them in May . I ordered a specific bed that I knew I liked because I had it before in a smaller size. When I got my mattress, I noticed they sent a different style than what I ordered. I called them 3 days later and told them they sent the wrong bed and it's not comfortable. They said they couldn't get the bed I ordered, so they ordered this one instead as an "upgrade" because it's $200 more, and I should be thankful. They never called me to say they couldn't get the bed I originally ordered. They just decided to order this different mattress. Two weeks passed and I went to the store to ask for an exchange. At first, they said they couldn't exchange it because the bed they sent me doesn't have a sleep trial. Then they changed their story and said they would make an exception because they sent me something different. But the bed I originally ordered was still unavailable. So, I chose an alternative that I liked and it was $300 more. I asked them to keep the exchange pending so I could talk to my husband. Two days later, I called and ordered the alternative mattress, agreeing to pay the extra $300. On Monday June 26th, they told me it would take 7-10 business days to get the mattress, but because of the 4th of July, it would be closer to two weeks. They said they would send me a confirmation email. On July 8th, I called to check on the status and they said it would be an additional 2 weeks. I was okay with it and hung up. On July 9th, they called me for my personal information to add the extra $300 to my account. I hadn't heard from them about my order until I called on the 8th. I asked why they were doing the financing now and not two weeks ago when I placed the order, and why it was taking so long. The representative was extremely rude and said it doesn't matter when they do the financing as long as they deliver the bed. I asked when I should expect the bed and she said it would be delivered in 2 weeks because they were having issues. I asked why they didn't inform me about the delay past the expected date of 7/10. When I received the first bed, which was from the same company and warehouse but a different style, it arrived in only 6 business days. In conclusion, they made decisions without consulting customers, which led to dissatisfaction. When they tried to make it better, they made it worse by basically lying to me when I asked about the new replacement bed. After all of this, I told them to cancel the upgrade because I don't want to support a company that deceives its customers. I also reported these actions to *** who financed my bed. *** is willing to work with me, but I don't think it's their obligation to make the customer happy.