I bought a HAMPTON AND RHODES mattress set back on June 19,2017 at the Mattress Firm in Plano, TX on Park st. I believe HAMPTON AND RHODES is Mattress Frim own brand. By July the box spring was very squeaky. I called the manager and he offered to exchange my box spring. He scheduled it out for me for a Friday afternoon. I took that half day off of work and waited patiently until the evening. After them not arriving, I called him asking him about the delivery. He told me he would call the warehouse to see what was happening. He did not call me back. I called about 20 mins later and the store was already closed. When I called on Saturday, the person on duty said that the manager was not in. I explained to him what had happened and told him I would like to talk to the district manager. He literally burst out laughing and told me the district manager would not take his time to speak to me about something like this. I was very upset and called the store on Willow Bend in Plano TX. The manager on duty checked the order. It had NOT been placed. She went ahead and placed if for me. She encouraged me to upgrade my mattress, which I did, and gave me a mattress cover for free. She was great. I got my delivery on time. I never received a call from the other manager at all, even though I asked for him to call me. I believe his name is Gabriel. By October the box spring was squeaking again, terribly. I called customer service and all they offered was to give me store credit, but I was told that they would have to pick up their DEFFECTIVE BOX SPING AND CHARGE ME $79.00 TO DO SO. So I would have to pay them to pick up their malfunctioning product and give me store credit. I would never buy a product from them again. Why would I want a store credit? And why am I having to pay for it to be picked up if its defective? This is a TERRIBLE PRODUCT AND I received TERRIBLE SERVICE AT THAT STORE. I am very upset about the whole situation.