Mattress Firm

I bought a king size mattress set from Mattress Firm 3 years ago. It is the worst mattress we have ever had! Big indentations on both sides and very uncomfortable to sleep in. I had to pay $25 for someone to come look at it and measure the sagging. Sags measured 1-1/4" on both sides, and they declined our claim because they said it had to measure 1 and 1/2" indentations. Totally worthless mattress, and even worse totally worthless company! They do not stand behind their products or warranty. Do not ever buy from Mattress Firm. They are completely fraudulent and worthless. I hope they go out of business because they don't deliver what they promise!

Well, I purchase a sleep number bed on 09/09/09. 5 months after, I had it the middle of my bed was sunk in and you could not sleep on it without it feeling like you were rolling down hill and I could see this happening if my husband and I were over weight but your looking at a 275lbs on this bed so I said, it had a defect. So, I called the place where I purchased it and they said, I had to the corporate office and that's they wanted me to purchase a piece of foam to put in the middle to solve my problem and I refused to buy a piece of foam when my bed was only 5 months old.

They finally agreed to send me the piece of foam and said it would solve my problem and which it did for 2 weeks. I called back and they want you to take the bed apart and do all this stuff and which it does not fix the problem and they claim they have a 20 years warranty against defects. So, how in the hell do you get anything done because they don't want to fix the problem and I'm tired of taking this bed apart. I asked them if there's anyone to come out and look at the problem, so it could be solved and they told me they had no one. My last call to them was today 12/06/11 and there again, they want me to take my bed apart again. What good is a warranty if they don't want to fix it. Is there something that can be done? That was the place where I purchased the bed but I called the corporate office and spoke to Jonathan.

In 2/2011, I bought a mattress and adjustable bed from Mattress Firm. Within 6 months, the mattress was sagging on both sides. I was told by the salesperson that the mattress goes with bed. This was a coil spring mattress. This mattress was wrong for this adjustable bed. It should be foam mattress only. I bought mattress from another store. The new mattress is great.

I contacted Mattress Firm because I have had my new mattress for just 1 month and have already noticed that the side I sleep on has a very noticeable dip when I lay on it. I am not overweight, so there is no reason that this should be happening already! Rachel ** told me to photograph it. I did, but the dip was very noticeable when I lay on it, not as noticeable in a photograph.

I suggested that someone be sent here to evaluate this problem in person! I am half tempted to just return the mattress and ask for mine back and go to SleepOne and purchase there. I made a purchase there a year and a half ago and was very pleased with my purchase. I left that mattress with my ex because my bed is a full size and that mattress was a queen! This is ridiculous!

I purchased a king size pillow top mattress from the salesman, Mike, who told me if I purchased a mattress from the clearance room I would be getting a steal for my money. Me being nave believed what he said and I purchased a king pillow top for $1,100 from the clearance room, which had no return no exchange policy. To which I agreed to, not thinking that I would get duped.

The delivery men came out that Saturday and they delivered a mattress that had lumps in it everywhere. And when you sit on it, it made a loud squeaking sound. So I called Mike the salesman who sold me the mattress and he arranged for another mattress to be delivered the next day. The next day the delivery men brought another mattress that had stains all over it. Even the delivery men were shocked to see the condition of the used mattress. I wasn't aware that it would be used, although it was from a clearance room, I was just under the impression that it was a clearance not a used clearance mattress.

Now I'm stuck four months with a sunken in mattress, out of $1,100 and in need of a new mattress. I will never deal with this company again. I'm seeking help from the Better Business Bureau about this. It's not right at all.

I purchased a king-size Sealy Pillow top mattress set from Mattress Firm in Bartlett TN in Nov. 2010. It has been the worst mattress I have ever slept on. It sags on both sides of the bed so badly that it feels like you are going to roll off the bed onto the floor. I have been sleeping on my sofa because of it.

We are told that in order to honor the warranty, someone will come out with a piece of string and measure the indentations for the small fee of $25. What a bunch of **! You people ought to be ashamed of yourselves by telling the consumers that they have a 10 year warranty on their purchases. That is a bold faced lie and you know it. I'm curious to see what they will say about our purchase because we bought the mattress, the box springs, and frame from Mattress Firm and their people delivered it and set it up. We also purchased a $100 dollar mattress protector to keep it clean in case we need to use the warranty.

What a joke. A piece of string? "Buyers beware!" is all I can say. I, for one, am not wasting $25 for the string test. I will discard this piece of ** and purchase a new mattress elsewhere but it will not be a Sealy or anything affiliated with them.

We purchased a Select Comfort in Nov 2007 from Mattress Firm thinking we were getting the best bed for our bad backs. Mattress Firm installed the bed and we have had issues with the mattress hanging over 3/4 to 1 inch on each side. We had called Mattress Firm back twice to fix the issue to no avail. We didn't receive any warranty information when we purchased the bed, nothing in written at all. We were told that we had a 20-year warranty and thought that that was great.

Today 9-12-11, my husband thought the air chamber wasn't holding air just to find out the bottom of the mattress cover had torn and let the side cushion fall out and then the air chamber. I called Select Comfort to find out, since it is older than 4 years we are only covered at 68% and it will cost us $300.00 plus tax and shipping to replace. I told the customer service representative that it will not be 4 years until Nov. She said anything past 2 years is pro-rated. This is not acceptable and Select Comfort should stand behind the product they sell. The bed is not worth replacing parts every year when it should be covered under a better warranty since nothing is the quality they state in their advertisement.

I will tell everyone not to purchase a Select Comfort for Sleep Number bed without knowing the facts. The warranty is not worth the paper it is written on if you get a copy. We didn't receive any warranty information when we purchased the bed, nothing in written at all. We were told that we had a 20-year warranty and thought that was great. They got the last laugh on us. Everyone should know all the facts before purchasing a Select Comfort Bed. Unfortunately, my brother purchased a Select Comfort bed 6 months ago. I called him and suggested he find his warranty and read it.

I was told that I was buying last year's model, a clearance item, for a great deal. Well, it arrived with a yellow tag saying "this second hand mattress had been sanitized!"

Joey, the sales guy, told me it was last year's model and there would be no warranty, which would get me such a great price. Not once did he say that it was used, or I wouldn't have purchased it. He went on about how it was Labor Day weekend and his boss told him not to call him, just do whatever it takes to make deals, that I was getting a steal of a deal. Liar. I don't care if it was "tried out" for one night or slept on for 100 nights, I had the right to know it was second-hand before deciding to purchase. I left the store that day thinking that I got a great deal and that I was a savvy shopper. I was just a naive **, and Joey saw me coming a mile away. Nothing I can do about it now. It says "no return/no exchange", which I agreed to when I just thought it was a clearance item, not a second-hand, as the tag on the mattress says.

I bought the mattress when the company was at our fair - the salesman was very nice. We setup a delivery date right away, but I forgot about it and at about 6:30 at night they call and say that they will be delivering the mattress at 7:00. I was shocked so I told them, can they have the delivery guys call me first to make sure it was still ok to deliver? In the mean time we ran around taking our old mattress and clearing the room up. They never called me or showed up. My husband with bad arthritis in his back had to sleep on a lumpy couch for 2 days. I Tried several times to contact them that same day and they never answered. I contacted the store and they said they would look into it and get back to us and they still have not. I am very disappointed in the company. I hope the mattress is worth it because I gave my old mattresses away. Maybe I just might have to contact the BBB about them, and my local tv station; they have a thing called contact 6 which looks into people's issues and tries to help them.

I picked out a Skye King Reg set that after 1 year started to sag. I decided to make a warranty claim the 4th year and was told the mattress was out of warranty. They told me I received a Great Falls and that it only had a 3 year warranty. I have paperwork that shows a 5 year warranty and the sales person told me they would cover it for 8 yrs. I wrote this across my receipt to remind me what he told me. When I went to call in a claim they said it was out of warranty. I decided to go to Sealy and read that I needed the tag to make a claim. I went to look for the tag and it was gone. I would have never removed that tag as I am 5'2" and weigh 104 lbs. I cannot move my bed on my own and would have had no reason to remove that tag. Do not do business with these people if you want a decent mattress with a real warranty!

I Ordered a mattress on the 5 Aug 2011. On 6 Aug I cancelled the order because they can't deliver on date I asked for. All I want is my money back - $604.02 in my account. It has been over 14 days so far...

Buyer Beware. I purchased a queen mattress on 8-07-2011. I was told there are no differences in queen mattresses, but considering my bed frame from z-gallerie but 4 inches too long and 4 inches too wide, I wondered. I trusted the sales guy, Aaron, and ordered the bed. The bed was not in stock so I slept on the sofa for one week. The bed was delivered and the box spring and mattress was the wrong size. I called and they lied and said all mattresses are the same and they could bring me a low profile box.

The next morning I called to confirm delivery time and they had me on a different time frame than what I was told. They were very rude during this process and told me everything was my fault. I then witnessed the delivery driver drag the box spring up 3 flights of stair hitting every possible. This bed is smaller than a queen. It measures 56" by 74". When a queen is to measure 60" by 80". They denied this all together. I am returning the bed and they must mail a check. I cannot pick up the check and they can not put it on my credit card. Do not do business with them. It will be a mistake!

Buy the mattress, I told the sales what I am looking for, try the bed out and buy it. 2 months later, on the bed sunk in over 4 inches. Went back to the store told them what happened. I got a lousy answer and decided to return the merchandise. They charged me a pickup fee. That is it, I won't deal with this company for the rest of my life - I will tell all my friends too.

Went in to purchase a mattress, had data on one I was looking for. Told that one was discontinued so might be one in Clearance. There was one in Clearance but realized it was a regular King and I needed a California King. So sales associate said she had a California King in Clearance that was a similar model and had me try the one in showroom. It felt similar so we wrote up the paperwork and I told her I would call before 9:00pm to give my credit card # to her for purchase. I did so before 9 pm and the mattress was delivered yesterday July 31, 2011. I was in the middle of a project so it was 2hrs later before I prepared to put sheets on only to find my mattress tag was stamped "Sanitized", and there was lint in all the seams.

I called and they informed me that was what their Clearance meant, that it could be used and been in someone's home for up to 100 days. I told them that I would never have purchased it had I known it was used not with all the diseases and bugs out there these days. That Clearance to me meant out of stock or ordered wrong, not used, if an item is used it should clearly be marked used. Then they would only offer the same mattress at regular cost, or a refund. Not my main issue, would have taken refund, but my bedding is gone and hauled off by them and they won't do anything to amend that part of the equation. I still have a used mattress and no cooperation from the company. This company has dishonestly represented themselves and their product and even if you go to their web page they do not mention that the Clearance Items may be used, they list Clearance, and a few other types and then say Other! False Advertising and misleading.

I was quite disappointed in the service I received after I put a deposit down on my bed. I went in to purchase the same bed that my boyfriend had bought just 2 months prior. I went in, they were nice and it was easy because I knew which bed I wanted and I was told by the sales guy, who was also the Area Manager, that if I put a $50 deposit down, it would hold my bed so that it would be guaranteed to be there when I was ready for delivery. That's what I did because I was moving out of my place and wasn't sure of the exact date that I would be able to have my new bed delivered. One month later, I called to set up delivery and they told me my bed had been discontinued, so I would have to come in and see the "new" one they were replacing it with. Needless to say, I did not like it as well but had no choice unless I wanted to pay more. I was very upset that I was told the $50 would hold my bed and it didn't! They did nothing about it and acted as if they did not care.

Also, when my boyfriend purchased his bed, they didn't charge a delivery fee, in which we were both surprised and thought this was fantastic! When I called to get my new bed delivered (keep in mind not the one I originally bought), they said there was an $80 delivery fee! Very disappointed, I argued and the Assistant Manager of the store assured me it would be taken off because he agreed with my argument. At this point, I went in the store to pay the rest of my balance and, lo and behold, they had the delivery fee still on my bill and the Area Manager tells me the Assistant Manager was mistaken when he told me he would be able to waive the delivery fee because they can't do that! So you tell me one thing and then do another? What kind of show are you running? Who is in charge, and does anyone know what they are talking about?

I felt that they should have tried to make it right in some fashion, especially since I didn't even get the bed I wanted that I placed a deposit down to "hold"! Ultimately, they gave me $30 off the delivery fee and that's only because I talked to the District Manager who was only willing to give me $30 off. He said that he would compromise with me and I could pay for the gas and insurance for the guys to deliver my bed! Gee thanks! At this point, I just threw in the towel because I was tired of dealing with them because they were being ridiculous.

This was such a bad experience and terrible customer service. I will never buy from them again. I'm a truly disappointed customer.

I picked it up my first mattress last July 28, 2010. The model was a Captivation FMPT Queen. Three months later the mattress was sagging in the center. I called the Mattress Firm Warranty Customer Service Department. Then an inspector, Jonathan **, came out. He said there were no stains present. The department stated to add a sold piece of wood on top of the slats; so I did. By the time Jan 2011 came, my sagging mattress was 2" in the center. Finally, I did get a new one and now the new mattress is doing the same thing. I have the wood under the mattress, but it makes my back hurt. This is why I picked up a new one in the first place.

I purchased a (King) Sealy American River set on 8/27/2010, along with delivery, which cost me $1037.89.

At the time when I went into the store, I told Daniel that I was looking for a new mattress set because I was waking up with backaches. I tried several mattresses before deciding on the one that I purchased. I have started having those same type of back aches again and I have come to realize after examination that I am feeling the springs in both the mattress and box spring that is causing my pain. I have been unable to get a good night sleep for a long while and I am not financially able to purchase another set right now.

I have been back to the store on a couple of occasions trying to get some type of resolution. All I know right now is that I will not be going back to that store for any purchases in the future and I will make sure that I tell family and friends that Mattress Firm is not the place to purchase your mattress.

I purchased a mattress and was given 6 months to pay with 0 interest and then found out within a few days that they were offering one year, or two years, no interest! On top of this, I paid $887 for a queen mattress and my son just two days ago bought a queen for $325 (similar to mine). This has been a nightmare and I will never ever purchase from these people again! I feel like I was totally taken advantage of and can't wait to get this paid off! It's been an awful experience!

My mother purchased a Restora Queen Pillow with cash on 2/19/11 and gave it to me as a gift on the same day. I attempted to return it the following day, unopened with the receipt because I recently bought pillows and don't need this one and was initially told by the store associate that he normally doesn't allow returns on pillows but since my receipt didn't state that and the package was unopened, he would mail a check to my mother because her name was on the receipt. I told him I didn't want the check mailed to my mother. The pillow was a gift to me and I didn't want her to know I didn't want her present.

He then got his manager and she told me, "If you want the money for the pillow, then tell your mother to give you her check because that's the person I'm giving the refund to." I explained the entire situation to her and she acted like I was being ridiculous for wanting to return the item. She said, "In order to prevent fraud, we won't give you a refund. Take it up with your mother."

I can understand if I was refunding a credit card, had this purchase been made with one, but it wasn't. I think this is absolutely ridiculous. If I wanted to return an unopened item with receipt anywhere else (Macy's, Nordstrom, JCPenney), I would have no trouble, but Mattress Firm acted like I was some sort of crook trying to commit fraud. I will never do business with this store and will warn my friends and family as well!

My partner and I went to the Mattress Firm at 3412 Poplar Avenue Memphis Tn on Sunday, Jan 16, and talked with manager Ryan **. We decided on the Tempurpedic Advantage King Mattress. We discussed purchasing just the mattress vs the mattress and foundation. I told Ryan that I was worried that the low profile foundation would raise the bed too high so he inquired about my existing foundation. (Note: When I went to the store, I did not even know that and option existed to purchase the mattress without the foundation.)

I explained to Ryan about my existing foundation. We have a slat foundation consisting of 1 1/2" slats 4" apart and he assured me that the existing foundation was sufficient. We even did show and tell. There are shutter type decorative slat on the wall of the Mattress Firm just like the slats on my bed and I showed them to him and even said the slats are the same size as that, but approximately 3" to 4" apart. Once again, he confirmed that was sufficient. I even explained to him that I did not want to do anything that would compromise the warranty.

At this point I was going to go home and measure and see if the low profile would work and like the car salesman he was, he said, "No wait, why don't you just order everything now and then go home and measure and call me back? If the foundation won't work, I will credit your account for the foundation. Just have the mattress delivered and you won't even have to come back into the store." With that offer, we went ahead and made the purchase.

We went home immediately and determined that the foundation was too tall. Once again I talked to Ryan (this time on the phone) and we again discussed my existing foundation. I even told him I did not feel comfortable just purchasing the mattress without the foundation and I would like to cancel the sale. I was worried about the existing slats voiding the warranty. Ryan once again assured me that the slats were sufficient and that I should just cancel the foundation delivery. I knew he was the manager so I assumed he knew his business. I could not have been more wrong.

The entire time I was in the store, he never mentioned that there is a TN law prohibiting the return of mattresses nor is it posted in the store. Certainly if he forgot this detail, he should have made me aware of it during the phone call. In my opinion, he was more interested in the "sale" than the customer. He knew my concerns and he knew I could not return the mattress. He encouraged me to complete the sale and he never said a word about Mattress Firms policy that claims it's a TN law not to return a mattress. (Note: I spoke with the TN Attorney General and no such law exists.) No return because of the Tn law is in small print on one of the receipts I was given. Since this is not a TN law, it seems to me that once again Mattress Firm is misrepresenting the consumer. By printing this on the receipt, they are misleading the consumer into believing there is and existing law that they cannot return their mattress. I'm not a lawyer but it sounds like a class action lawsuit to me. At the very least, this policy should be posted in the store but it is not.

The mattress was delivered by two very nice men but when they removed my existing mattress, I could hear them discussing between themselves that "this no work", "this no work". I went into the bedroom and tried to discuss this with them but unfortunately, their English was limited but they were able to pat the slat with their hand and tell me "no good".

I slept on the mattress Monday night and Tuesday night and I could tell it was sagging when I sat down to get in the bed but when I laid down, it was very hard. I could hear the delivery men in the back of my head and I just knew something was not right. I returned to the store to discuss this with Ryan and he was off. I spoke with Andy ** who immediately informed me that a mattress was not returnable for any reason. Imagine my surprise and the sick feeling in the pit of my stomach. I felt taken, I felt robbed. It was so easy for Andy to tell me this once the mattress was paid for but Ryan had many opportunities to disclose this policy and he never did because he wanted the sale. Andy told me that Ryan would be back in the store on Thursday, Jan 20, and that I would have to speak with him. Two hours later, Andy called and said Ryan would not be back in the store until Friday, Jan. 21.

I went to the store on Friday morning and talked to Ryan and lo and behold, the first words out of his mouth was a mattress cannot be returned; it is TN law and you signed the receipt under the disclosure before you left the store. Well guess what, wrong again. The disclosure is there and there is a space on the receipt for me to sign but my signature is not there. I never signed the receipt and have have a copy to prove it. Ryan said he would call his boss and see if anything could be worked out but he was not making any promises and that he would get back with me Friday afternoon or Saturday morning. Meanwhile, I called Tempurpedic in Kentucky and was told that if a slat foundation is used it must be 3" slats, no more than 2" apart and my slats are not even close to that. My warranty would be void.

I awaited Ryan's call but it never came so I called him on Sunday, Jan. 23 around 3 p.m. only to be told that he had spoken to his boss and that the mattress could not be returned.

Considering the above facts, I would like to return the mattress (and I believe I have a legal right to do so) for a full refund of the purchase price. I do not want another mattress under any circumstance because Mattress Firm has already proven to me that they are not the type of company that I wish to conduct business with today or any other time.

I will continue to do everything within my power for a refund. I will consider letting the world know via Facebook, Ebay, Youtube, blogs or whatever avenue will get the word out that Mattress Firm does not accept returns so make sure you are satisfied with your purchase before you leave the store.

Your consideration of this matter is greatly appreciated. A review by your legal team would be greatly appreciated and I am willing to go forth with any legal recourse that is needed. If for some reason it turns out that the Attorney General was wrong, I still believe I deserve a refund because the manager of Mattress Firm gave me the wrong information and the company should be responsible for their employees' mistakes.

I bought a "new mattress"and when I got home, I started taking off the tags that came with the mattress. To my surprise, it has a tag that says it is a second hand mattress. My complain is that on that sales tag it says no return on clearance and all sales are final, with no exchange. I was in agreement until I saw that it is a second hand item. To top it all, it has been treated with some kind of chemical of which I don't know if I'm going to have a reaction to, whatever the chemical is. I have a lot of medical problems.

This is a former employee complaint: Ray ** is a District Manager for this company out of Dallas, TX. Mattress Firm has a class action lawsuit pending now for refusing to pay employees' money they owed when they quit. I'm now another one of those former employees. Furthermore, they refused to pay me as a former employee for contests, sales promotions, etc. that I won while I was employed by them. Ray ** is nothing more than a common thief. He refuses to pay me, even though I won the contest fair and while I was an active employee. Managers were notified by email and emails of my winning was sent out to all the district offices. If you're smart, you will not work for this company. Just search the internet and see the ongoing complaints and lawsuits against them. It has to be the worst company I have ever worked for in my life!

I made the mistake of buying a clearance mattress for $1200 assuming this company did some sort of quality check on returned mattresses before re-selling. I am told - too bad, "We do not accept returns or refund clearance items." This is my first experience at this company and a terrible one. Tried to post my response to their online survey and when I submit it, it says "Page Not Found".

We purchased a Black Label Simmons with pillow top that was suggested because the first Simmons which was a step below had to be returned because it did not hold its shape. We have had this one now for 2 years and the same thing is happening again even if we turn the mattress since it cannot be flipped. My husband has suffered sleepless nights from this and refuses to sleep in this bed any longer than 2 years.

I went to purchase a "low profile" box-spring or "foundation" for my disabled daughter's new mattress. We decided to try the Labor Day sale at Mattress Firm. They did not have an actual low profile box-spring, but had one that looked like it would work. Since there was a 100-day return policy, we bought it. To make a long story short, it made the bed too high for my daughter so we took it back the very next day. We had only paid $107.74, tax included. When we got to Mattress Firm to return it, my husband took the box-spring off the vehicle while I went in with my debit card to get the paperwork done. The manager, Brian, said he had never had this happen before and had to call someone to find out what to do.

When he got off the phone, he told me we could not return the box-spring here (where we purchased it). We would have to drive to Mebin, which is about another 45 miles away (a little thing they forgot to mention the day before when we purchased it). Also, I was told that we would have to pay $69.99 to pay for the cleaning and repackaging of the box-spring! My husband had just come in the door and told him he was not going to reload the foundation back on the van and drive another hour to return something he purchased 10 minutes from our house. We ended up leaving it there without a refund (which apparently came from another department that makes the decision on how much of your refund you will get).

I called their corporate office yesterday, but my card still has not been credited. Had I taken the time to read these reviews, I would not be in this situation. So, lesson learned. I am used to getting a refund when I return things. This is the first time ever that I returned something well within the 100-day policy and left the merchandise with no refund (pending the decision of a totally uninvolved department that is probably just waiting to see if I "go away quietly"). A reputable company lets you return where you purchased and gives you a refund in exchange for the merchandise.

We purchased a Simmons Beauty Rest Cape Horn Queen Set Mattress at Mattress Firm on 07/13/09. The mattress sags in the middle and my husband and I have to "crawl and basically pull" out of the bed. The longer we lay on the bed the lower it sags. We contacted Mattress Firm which required us to pay $35.00 for an independent individual to come out and inspect the mattress and box frame,all is in perfect condition with no tears, breakage or stains on any part. His measurement revealed an indention of less than 1/2 inch. However, that is not the major concern. The major concern is that the mattress continues to sink the longer you lay in the bed.

The Mattress Firm Co. denied there was a problem with the bed and refuses to replace it stating that we did not have sufficient indention (they required at least 1/2 inch) and that we do not have proper support for the mattress for the warranty. When we purchased the mattress we were told it was warranted for 12 years; however, they did not explain that you were to have "extra" support under the mattress or anything other than the mattress set was guaranteed. Even though I have been into the store and spoke with the regional manager, she has not called me back or followed up with my complain/concern. It is very difficult to sleep on this bedding. We have never had a problem such as this.

Simmons quality is not there and they apparently do not follow up with customer service. This bedding is very expensive and we certainly will not purchase Simmons again nor will we shop at Mattress Firm again. There is false advertisement from Mattress Firm and Simmons. It seems to me based not only on my complaint/concern and the other complaints on this web site that Simmons Co. should be cited for their failure to follow through with their warranties and false advertisements.

I submitted mattress under warranty and paid the $25.00 inspection fee. The inspector looked at bed and said box springs was broken and voided the warranty. The box springs were 1 year old and not broken. The mattress sagged more than 2 inches but Mattress Firm will not honor warranty. At time of sale or in any of their information does it state that you must purchase a mattress and foundation at the same time and from the same manufacturer for warranty to be valid. To me, this is another case of a company looking for any reason to avoid keeping their promise.

On August 25, 2009, my husband and I purchased a Posturepedic Natural Allure King-sized Mattress/Box Spring set. We rotated the mattress every 3 months like he told us. After 6 months, we noticed a slight sagging on each side and the mattress had hard places in the sagging areas.

We started getting up each morning with back aches, and it became almost impossible to get a good night sleep. We went back to the Mattress Firm Store and talked to a different salesman. He informed us, since the mattress set was just 9 months old, we had to file a warranty claim, which we did. This mattress set has a 25-year warranty, so we were told by the salesman. We got no paperwork with this mattress, just a receipt. I received a letter from the Houston Office, stating that I did need to prove my payment method. I sent copies of the sales receipt and cashier's check.

I received a letter back again, wanting proof of payment. I called the Houston Office and was told I had not included a payment of $25.00 for an inspection of the mattress. This mattress set cost us $1911.58 and was nine (9) months old, We feel that this mattress is defective is some way and should be inspected at Mattress Firm's cost and no cost to us! If this is how they do business, then I am warning other mattress buyers to be aware!

My grandson and daughter had the very same problem with them. I found this out after the fact! I plan to contact the BBB and Channel 13 TV's Take it to Atkins and report bad business practices! We will be out $1911.58 All we are asking is for a solution to a bad mattress problem!

Delivery was scheduled for 5-8 pm. Mattress Firm delivery personnel called to see if they could deliver at 4. I agreed. They showed up 15 minutes later, and I asked them to take off their shoes at the door. The two delivery people looked at each other and went to get the Tempur-pedic mattress. They dropped it at the door, and my wife, who has fibromyalgia, had to figure out how to get it to the bedroom, since I was out of town.

My wife called the store, and the person said they would fill out a form for the warehouse. I called the district manager and voiced my complaint, and he said that they provide shoe covers in the truck for the delivery personnel but also said that he would call me back. It has been 14 days...still nothing!

I bought a Sealy mattress and box spring in late 2006. A few months ago, the mattress started becoming uncomfortable and I found myself changing positions quite often. A few months after, I started noticing a sag at both ends and my back began to hurt. I contacted Mattress Firm which is what Sealy Mattress Company told me to do because that is who I purchased it from. I filed a claim and paid $25 for some person to come and inspect the mattress. He performed some kind of test that made no sense whatsoever.

A week later, I received a denial of claim letter stating that my mattress only sagged 3/4" which is not enough by their standards. I continue to sleep side ways with pillows under my legs and back, etc. Does anyone have any experience with dealing with these people or is it an issue for the courts to decide? I need help.

We purchased a king size mattress on 03/07/2009. We paid $1000.00 for it only to find out it had wilted in months. We called the store and they promised someone would come out and take a look at it and measure the wilted area. It was the whole bed, my side and my partner's side. No one ever showed up. We have left several messages and again no one has contacted us. We are willing to avoid attorney issue in this matter, but I will if no one hears me out. Several people complained that I have heard from. Please call us as soon as possible. Thanks.

We purchased a mattress (Sealey Postrupedic) in February of this year. We have had Sealey mattresses for over 30 years. We placed the new mattress set on an existing bed frame: 5 legs, 12-year old metal frame. Toward the end of April the head of the mattress started collapsing. I emailed pictures to the store and a new mattress was sent. The delivery people showed up at the proper time and set the second mattress up. I asked them if the collapse was normal and if they experienced anything that would cause this. They told me that everything was good as they saw it.

Again, in the same place, the head of the second mattress started collapsing. The store told me I would have to go through the warranty steps, pay the 26 some-odd dollars and was told by the man, the expert independent representative, that everything appeared to be in order and that we would be contacted in 5 to 10 days. The letter came in the mail informing us that the warranty was void because of a lack of a 5th leg. The leg was there, has been there, and the previous mattress has been on the same frame for 12 years or more and lived its life with no problems. The leg is on the floor. The mattress collapse is at the head of the bed, not the center.

Two representatives of The Mattress Firm have seen this and said they saw nothing that would cause a problem. I now have a mattress that is new, worthless, and collapsed that should be a warranty item. The expert inspector told me he did not understand why this was happening. I am now out of $1360 in just over 4 months. I am not happy with The Mattress Firm at all. I don't know if the quality purchased by Mattress firm is inferior or what the situation is, but the quality is not there. The company offers a warranty that they know they will not have to honor. The result is severe indentation on new mattress.

I went to several stores. As I went to the Matress Firm store in 40 St S.W., Julio, a salesman, send me to a store in Hialeah at the other end of town. The young man whom did not even gave his name just called out mine since I was a lead from the other store. This man wanted to sell me a product I did not ask for. I wanted a pillow top, so he said I can sell it for more and the other guy made a mistake. As I walked out saying this is no way to do business playing with peoples time and money, he said wait I remember I may do something for you since I like you. I have been insulted, screamed and apologized later for not letting me know Mattress did not carry a guaranty. Ray the salesman asks me to take mattress to near store where I would get refunded, he refuses to pay for or pick up mattress. Now I just received a call from Ray letting me know that he will arrange for his deliveries to pick up on Monday. My nerves are chattered, he never wrote there was no warranty on the paper! How can he argue about this, then all my aggravation? Bad rap, this lousy company.

Why do you advertise one price and never have when called to purchase?

My wife purchased a king size bed ($1718.45 complete) on Sunday 5/23/2010 (this is our 3rd purchase from this company) and went into this store in League City, Texas to sign the paperwork. We were told that the bed would be delivered that night (Monday) between the hours of 7pm and 10pm. Before the truck arrived, Kyle from the warehouse called our home at 9pm and said that the truck driver did not have the frame sides or the slats to go with the bed so they would not be able to deliver it. We explained that we would have to sleep on the floor and Kyle made arrangements for their driver to leave the bed sitting on the floor until they could return the next day with all of the frame. We agreed and the box springs and mattress were left on the floor for us to sleep on.

The next day (Tuesday) at 7pm, I called Kyle and asked him if he could make us the first stop and he said he didn't have any control over the delivery trucks because they were contracted out. I asked Kyle if he could contact his boss and see what he could do. Kyle agreed and said he would call me back but never did call me back. At 9:15pm, the truck driver called and asked for directions and arrived at 9:45pm. Then before he would enter my home, he asked me to pay a $59 COD payment or he would not be able to set up our bed. I explained to him what happened the night before then showed him the bed on the floor and he insisted he would need the $59. So I asked him to leave. While he was on my front porch, I asked him if he had a boss he could call and with some hesitation, he called someone who allowed him to set up our bed.

The 2 delivery men came into my home and within 5 minutes, the smaller man of these two rushed out of our house and the other man said they were done. My wife asked him if they installed the screws to the slats (as they have done with the last 2 beds we have purchased) and we were told yes. So my wife signed the paperwork and he went outside. When my wife went to sit on the bed, it fell to the floor and she screamed. I went into the room to see what had happened. My wife was cussing about a split she found in the side rail that was just installed and saw that none of the screws that hold the bed frame together were installed into the slats. So I ran outside to catch the driver and he was speeding down the street then made a U-turn and ran my daughter off the road and sped off.

I remembered that this driver had called me for directions so I looked up his number on the caller ID and called him. He answered the phone in Spanish and acted like he couldn't understand me so I got louder while I explained to him what I found. He said he was "just the delivery guy and the frame was already broken in the box". I asked him why he didn't tell us that before he left and told him how inconsiderate it was. All he said was "it's not our fault, you need to call the warehouse". Needless to say, we could not sleep in our new bed until I took it back apart and set it on the floor to try to brace it up. So I took pictures of the frame and found some 2x4s to brace the bed frame up for the night. I will be taking off work once I send this complaint to go to the store and see what we can get done today.

In 2005, I purchased two DSS Common King Regular Box Springs from Mattress Firm. They creak so badly now that they ruin my sleep every time I shift. This is even after I rotated them as instructed. Also, the base frame is supportive according to specifications. Upon receiving my complaint, Mattress Firm sent out a third party inspector. He took many photos of the mattress I was not looking to replace and then found a few thumb size markings at the base of the box springs.

These markings were rubbings from the wooden bed frame, not food or unsanitary conditions. I would like to point out that these photos seem to have been altered to darken the stains, which anyone familiar with Photoshop knows that it's just a matter of playing with the contrast. Mattress Firm then rejected my claim. This is such an obvious attempt by Mattress Firm to reject my claim to save a few bucks. I'm furious, first by their shoddy product, and second by their blatant attempt to not honor their warranty based on flimsy and suspect evidence.

I will never purchase another product from Mattress Firm again. I also encourage anyone who has been screwed over by this company to contact me. There is strength in numbers and we can show Mattress Firm how the little money they save by being so disingenuous is nothing compared to what they will lose with bad publicity and word of mouth. I am still stuck with these defective box springs. The third party inspector will not return my calls and Mattress Firm's representative was a rude woman whose name I wish I had caught so I could out her here right now too.

I bought a Sealy Natural Allure Full set in July 2009 for $1182.52 and bought the PAB full met mattress pad for protection. By March 2010, the right and left sides, midway on the mattress, were bulging out causing the weight lead to shift to the middle point, therefore creating many weak points within the mattress causing me back pain.

The box spring is made of poor quality wood and framing construction. The box spring when lifted up shows many weak points. The metal spring construction within the box spring is of poor quality and shows many weak points when lifted up. I demanded to have a replacement. These were less than 6 months old and already broken on the sides and the middle of the mattress and box springs had a big dip where I easily fell into.

I was very disappointed because I spent so much money and thought I was getting a good brand name! I later found out that this Sealy model had been discontinued. I have a store credit and I do not want to step into this store again but I will go with another brand and hope the next one will be better. I strongly suggest nobody buy from the Mattress Firm Stores!

My wife and I originally purchased Tempurpedic Allura bed for $4,999. After a couple of weeks, my wife and I could hardly sleep. We were sore, stiff and tired. We asked to exchange the bed. At Sean's recommendation, he suggested going for the Tempurpedic Celebration bed, a bit softer with cost of $4,500 but my wife and I were stiff, sore and tired and having issues getting comfortable trying to get a good night's sleep. Again after a couple of weeks, I went back to the store off Parker and Chambers in Aurora, CO to ask for an exchange. This time we said we are done with Tempurpedic and we wanted the top of the line, Sterns and Foster Bed.

Upon Mattress Firm coming to get the bed and deliver our S&F bed, the guys who were delivering our bed said they can't pick up our old bed because there was a grey mark on the cashmere cover of the bed and this voids the 20-year warranty. My wife said, "Let me take a look at it." So she went upstairs and upon opening the blinds in our bedroom she did notice a very faint grayish mark but depending on where you stood in the room you either could barely see this mark or you couldn't see it at all. So needless to say, we were shocked because we immediately placed the Mattress Firm mattress protector which is guaranteed for 10 years and was recommended by Sean at the store.

When the delivery guys come and take the beds to exchange, they make you sign a release form which we thought said we are taking and have received the deliver of our mattress, but what they didn't and don't tell you is that when you sign the form, you are basically saying you inspected the bed and there were no defects, stains or soils on the bed.

I then called Corporate customer service and spoke to Tim. He said, " Well, the warehouse confirmed that there was a mark on the bed and that corporate policy says they are not allowed to exchange the bed. Warranty is null and void." Mind you, this is on a nearly $5,000 bed that we had for about 3 weeks and a 20 year warranty is voided because somehow there is a slight, barely noticeable stain on the cashmere cover?

It is our belief the delivery guys probably put the mark on the bed when they delivered the bed with their dirty gloves or dirty hands but because we signed the paper when they delivered the bed and didn't check the bed, Mattress Firm is using this as an excuse not to exchange our bed? Do you mean to tell me they couldn't have the bed professionally steam cleaned and or placed this bed on the showroom floor as a floor model and made us happy by trying to provide us with a bed that we could sleep on and be comfortable in? I must say that Mattress Firm has not handled this in a professional, customer service manner and in fact has mishandled this entire situation. Unfortunately I would never recommend buying a bed from Mattress Firm. Be careful and do not buy a bed from Mattress Firm! We are now stuck with a bed that is uncomfortable, makes us stiff and sore and to make matters worse we owe $3,500 for a bed we can't sleep on. Sadly Mattress Firm does not care about a good night's sleep. Caution: Do not buy bed from Mattress Firm! Obviously we are stuck with a bed that is not comfortable, makes us stiff and sore and we are forced to pay the outstanding balance on a loan in the amount of $3,500. Better Business Bureau complaint is next!

I bought a new mattress (Simmons) on 3-30-2010. I need a very soft one because of arthritis. I picked one out that was to my liking. When it was delivered, it was not as soft as in the store. In fact, it was not soft at all. I went in and spoke to the a new salesman and he said, "The mattress you bought will never be as soft as it is in the store, with people sitting on them all day, etc." "What a bunch of ***," I told him. He said that I need to break it in. I am 77 yrs old and never heard of such a thing. I have talked to a district manager (girl) that said it's like a new pair of shoes that has to be broken in, I laughed again. Another district manager is going to call me on Mon. I will be holding my breath to see what he will do. I wake up hurting all over my body since I got this mattress.

In January 2008, we bought a king Simmons Lorraine mattress from Mattress Firm. Within a year, it was sinking so bad, we were sleeping in hammocks. We paid $25 to have the mattress inspected and we were allowed to use the $1200 "store credit" toward a $1500 Simmons Cape York. It was delivered in early 2009. Within a month, the king Cape York was sagging but we had to wait till the end of 2009 before it got bad enough to meet their sagging requirements. We paid for another $25 inspection and have just received notice that we can use our "store credit" to get our third mattress in 3 years.

My biggest complaint is that we have been sleeping on terrible mattresses for 2 years and have had to pay to prove our mattresses are defective. I don't want to get another mattress "made exclusively for Mattress Firm", but I have no other choice unless I chose to lose the $1500 store credit. Is Simmons the problem or it is Mattress Firm? I don't know but this has been awful. I only hope the third mattress is better than the first two!

I went to Mattress Firm to replace my old sagging bed and was advised that the store brand I bought was as good as the name brand and it comes with a 15 year warranty. Jeff told me that if I ever had any trouble with the mattress set, that all I had to do was contact them and they will replace it. He even told me that I didn't have to keep my receipt, that Mattress Firm can look it up in their system.

I have a herniated disk in my back from an accident in 2008 and the sagging of this mattress is causing it to worsen. I have sent in photos to the warranty department and was advised that they cannot tell from the photos. They will send the information to another department and have someone contact us. We still have not heard from anyone.

I purchased a $1,650 mattress in 2005. A Sealy Posturpedic pillow top King Size. It came with a 10 year warranty on the bed itself. I also purchased from Mattress Firm the Protect a Bed mattress cover which was over $100.

About three years ago, my two year old daughter spilled apple juice on the bed which leaked through the protect a bed. I contacted mattress firm and they forwarded me to Protect a bed. Protect a bed made me ship the cover to them where "they" determined, the cover got to hot in the dryer. Protect a bed would not compensate me in anyway.

Now my mattress has two large body impressions. My wife and I went back to Mattress Firm last week and Geoff told us that they would give us store credit for our old mattress towards the purchase of a new one. So my wife and I agreed to purchase The cloud supreme temperpedic for $3,124.26. Two days later it was supposed to be delivered but we were told because of the stain they would not honor the warranty. I called Today and spoke to a representative named Geoff and he told he spoke to the district manager (Kevin) who agreed to give of $1,400 store credit if we agreed to purchase the adjustable temperpedic. The adjustable part alone increases the cost over $2,900 bringing the total bill to $6,000. They are only honoring warranties if it benefits them and they can make more money off of the consumer.

I brought these mattresses back here in Feb. 24, 2008. They have lost its firmness. Especially the top mattress. I was just warning could it be replaced.

I decided to buy a good mattress for my wife's bed as a Christmas present. I am an invalided and use a hospital bed. I went into the store of the Mattress Firm on Fry road on December 22nd with my son, Adrian. We selected a mattress that was on show as it was reduced from $1,350.00 to $650.00. The selected mattress did not have a plastic covering so it was decided to collect it the following day, 23rd Dec. The manager of the store promised to obtain a sheet of plastic to prevent it becoming dirty during transit.

I signed away my rights to the warranty due to it being on sale. My son went back the following afternoon where a sales lady gave him another mattress stating that this was a better one than selected. It was new and had original plastic covering, but not the one purchased. The following day, 24th Dec, my son, his wife and I went back to the store and requested the mattress which we had purchased. The manager tried to convince us that this was the one we had purchased and in fact he was very aggressive. We tried to return the mattress and get money returned in order to go to a better store but the manager refused and was out in the street shouting at us. He was obviously trying to pick a fight with my son. My son's wife would not let me get out of the car in fear that the manager might try to do me harm.

Had it not been so near Christmas, I would have called in the police. In all of my years, I have never met such a situation and certainly would not advise anyone to deal with this company. Had my son not backed away, there would have been a fight in the middle of the street.

I bought a Simmons Beautyrest Mattress and Box Springs from the Mattress Firm near Southpark in Charlotte, NC. After about 1 year, the bed started to sink with body impressions which I know are normal. I called the Mattress Firm and they said that the body impressions have to be over 1.5 inches for the warranty to take effect so I had to wait. After another 6 months, the bed had indentations of over 2 inches in some areas. I had to pay $25 for a mattress inspector to come out which is nonrefundable. Mattress Firm or Simmons never told me that I need 5 legs for a queen bed and that if you have any stains on it, then it voids the warranty.

I don't know anyone that has 5 legs on their queen bed or a single stain. I lost over $2,000 and now, I have to get a new bed and box springs. I now have back pains and will be throwing out the old mattress and box springs in the trash. If I had a pickup truck, I would be driving it up to the front door and throwing it out in the parking lot. I will never buy a Simmons or anything from the Mattress Firm.

I feel Mattress Firm mistreated me either due to my age and/or race. The employees at Mattress Firm were totally negligent; A) first by NOT securing the hazardous extension cord; streaming across the sidewalk; at the store entrance, and B) second by NOT offering me first aid; I was totally ignored.

After two emergency room visits, several medical appointments, several x-rays, a MRI, and pain management services; two orthopedic surgeons stated that my injury is a permanent disability. Further, the two surgeons recommended SURGERY to repair the permanent damages; unfortunately surgery may not remedy the fractures and torn ligaments. I am adamantly against having surgery.

Mattress Firm acknowledges that they recorded the entire incident with their surveillance camera, but they refuse to communicate with me, directly. Each time I contact them, they tell me to contact their insurance carrier, who treats me equally as bad.

I have had the Mattress for 2 years . paid two thousand dollars . thought it would be a good mattress. But after 2 yrs one side had a body impression. but because it was only a inch it voids the warranty. after two years . you would think paying two thousand dollars it would not have an impression just after two years. and had a small stain. give me a break they just dont want to replace the mattress. but that is ok. i will never buy from mattress firm again. and will not stop with this letter. im very upset . what happened to make the customer happy.

Purchased sealy king mattress & box spring 1/09, 03/09 impression, casing defective. Contacted Mattress Firm spoke with Kristin B. She informed me of the 25.00 for inspection & form to complete. Completed the paper work, faxed to MF. Inspector came out. MF sent a letter to replace the mattress or instore credit of $1231.00 within 30 days. Could not find a mattress. Brad informed me they would still honor the letter no matter how long it takes.

Went several times trying different mattress no luck, plus the price is much higher than I care to spend. Spoke with David H, District Manager for B'ham area. agreed to refund 1/2 of the 1231.00 plus our $25.00 if we agree to not use our warranty for a replacement in the future. My husband & I agreed. We have not heard back. Have left David several vm on his cell. Talked with Henry today in their Crestwood store. David is out of town. Give them until Monday and then contact them. I told him I have been more than patient and just read where a couple was refunded their full amount. Would like full amount because the mattress is defective and scared it will get worse. HELP......

During my visit to the State Fair of Texas in Dallas on Sunday 9/27 I came upon a display for Mattress Firm. I mentioned to a lady name Tiffany, who turned out to be an "area manager" that I bought a mattress set about two years ago and that I was very dissatisfied with it as it had developed dips and general weakness on the sides. She looked up the sale and confirmed the previous sale and informed me that it would qualify for 100% satisfaction guaranty credit. After about 30-45 minutes I settled on a replacement Sterns and Foster set. She told me that "normally" she had a warranty process but she would call a supervisor and see if she could "waive" the process to facilitate me. She returned stating she got the approval and wrote up a credit for approximately $2100 for the old set and an order for approximately $2200 for the replacement in addition to a delivery charge and an upcharge for a mattress cover - total net transaction of approximately $350 which I paid on a credit card.

On Tuesday 9/29/2009 a Mattress Firm truck arrived at my house. One of the drivers went to my bedroom - inspected the mattress and proclaimed that they could not take it as it was stained. Of course, I knew that he was not the correct person with whom the speak but he did give me a phone number for "Sean" the warehouse manager, albeit reluctantly. Over the next hour or two I was informed that Mattress Firm voids all warranties if there is more than one stain on the mattress larger than a quarter; that it is against the law for them to pick up a stained mattress; my only remedy is a refund of the above transaction for $350 and I could go to the Mattress Firm store and purchase a new set at the "sale price" ($2200)

We purchased a 61M18045 Cape Horn Plush King Mattress Set on 09/15/09. Rachel, the manager, told us we had free delivery of this set. The mattress cost 1178.47 and the 2 box springs cost 275.76 each. The total billed was 1934.53. Rachell told us we had free delivery and although on the bill we would not be charged. We paid with our debit card and the money was taken out of our account right then.

After 1 month the spring structure inside the mattress began to shift across the entire mattress. We went back to the store and talked to Rachel who scheduled a replacement for the bed. The hours they told us that they delivered was between 10:00 AM to 1:00PM only. I leave for work daily at 1:30 PM. So this was ok. The day the delivery was scheduked the company they contract with wasn't able to meet their previously agreed on schedule. Both the drivers and the assistant manager became argumentive with my wife.

After the unprofessional and apprehensive behavior by the store staff and delivery people I decided I didn't want any product they were offering. So I scheduled a pickup of the defective mattress and was told by Greg the assistant manager that he had taken care of the delievery charge since we had to return the defective mattress. We would not be charged. The refund would appear in 3 to 10 days back on my card.

When this didn't occur as he had stated I called him back. After researching the issue on the stores computer system he informed me they had sent a check by mail instead. When we received the check it was 1859.31. This was 75.22 short of what we had paid the store. Both Greg and Rachel told us the delivery was not charged.

Today I called the store back and another "new" person checked out the problem and informed me that corporate charged us a delivery charge for picking up the defective bedding. This is ridiculous as the bed was retruned due to defective merchandise. They should have returned all the monies they charged us as stated verbally by the manager and assistant manager. They owe us the 75.22 that they have stolen from us. We acted in good faith and trust and put our money on the line believing they would be honest and conduct business in a honest and straight forward manner.

Our trust and faith in Mattress Firm have been violated and the disrespect and disreguard they have shown toward us after the sale will prevent our ever doing business with this company again. I slept on the floor for 3 days during the process of the exchange attempt and pickup of the bad merchandise.

The company responds:

Thank you very much for your feedback on the customers experience. Mattress Firm is committed to providing the best service to our customer. We are very sorry to hear the customer had issues with the product they purchased through our company.

We understand the customers frustration and we apologize for any misunderstanding about the delivery fee. We have refunded the total amount customer paid, including the delivery fee.

09/25/2009 Check #19777 was sent for the amount of $ 1859.31. Check cleared on 09/29/2009

10/15/2009 Check # 19952 was sent to the customer for the amount of $ 75.22. Check cleared on 10/20/2009

Please do not hesitate to contact our customer Service Department for any further questions at 866-942-3551

Again we are very sorry for all the inconveniences the customer has experienced with our company.

Sandra Melchor-Gil, Warranty/customer service Supervisor

Purchased a mattress 3 years ago. Started developing a depression right away. Called the store was told could do nothing about it until it was 1 3/4" inches measured by an inspector of thier chosing at my expense. When the depression hit 2" even after rotating the bed every three months I called back. Now they have a form you fill out. It states 4-6 weeks average process, have to give credit card number and send it over fax or email clear text to pay the inspector of thier chosing. Once this inspector inspects the mattress I can't look at the report it will be mailed out to me in a "resonable amount of time" after the inspection. Then I get a replacement product or in store credit. This information is not provided at the time of the purchase, it is provided when you go to get warranty on the product.

Purchase a full size box spring and mattress on July 18, it was del. on July 19. about a week later had a small person sleeping on the bed, and noticed the bed was sagging in the middle. Called the store, and asked to have it replaced, they told me I would have to pay a re-srocking fee and that if the mattrees is saging I need to contact the warranty company. We told them the mattress isn't even 2 weeks old, and that we shouldn't have to pay a re-stocking fee or go through a warranty company.

Asked to speak with the area manager, the person called us back about 4 days later. His name was Josh, and very RUDE..after going back and forth with him, he was to pick up the mattress, on a Friday, we had to wait a week to get our money back, they got the money right away, why do I have to wait a week. We, then told them to pick on Monday, cause it would only take 3 to 5 days for a refund. They never came...we still have a mattrees that is not "FIRM" and to boot..they didn't even have the bed set-up we had to push on the mattress in a rack, they are not very friendly, and I will never get another mattress from them.

We are still waiting for them to pick up the mattress and we want our money refunded at the time they pick it up, we need to go buy another mattrees from a better company than them. WE have purchase 2 other mattress set's that are " Firm" and one is over 4 years old and another a year old, and they are almost like brand new. This company shouldn't be selling mattress, that they can't set-up and the sales people need to be more friendly, not so rude as the area manager was.

They sent a inspector out in which I refused to pay a fee for there faulty mattress.They inspected and said I have to have a indent of at least1 1/2 inches to 2 inches.

Well I never had heard of such a thing with mattresses.I just want a new mattress w/o a charge to me .I want to sleep comfortable with out a lump and it is not body impressions either.Can you help I keep calling but gave up hope as they brush you off.I wrote to Sealy in N.C. and I am waiting on a reply .Thank You.

I read this article in regards to the Mattress Firm and was not too thrilled to know that there were 5 Mattress Firms within 2 miles. Mattress Giant was the only other place within that range. I stopped by Mattress Giant and the guy had a shirt with the top two buttons un-buttoned, first question was "So what are you wanting to spend"? He was pushy atrying to force the most expensive bed on me. I ended up stopping at Mattress Firm and the guy's name was William who could possibly be the other guy mentioned. He was much nicer and seemed passionate on finding the right type of comfort in a bed not a certain price. I bought there so this will hopefully let the people who might have read a bad experience not deter them. I will shop there in the future.

Purchased a Sealy Petite Queen size mattress and box springs set on 5-12-2005. The set was warranted for 10 years. We never had the opportunity to try out a queen for the store did not have any on the floor. Intead we tried the same kind of manufactured Sealy mattress in twin sixe. At first there was a musty smell but that cleared after a few days. However from the first day when lying on the bed, it felt like we were going to slide off the sides. Then a depression started appearing on both sides which got worse over time. After almost 4 years, my wife and I could not take this any longer. We called the store, and was told to submit a form online. We did and an inspector came out and took pictures of the depressions that were being measured with a tape rule and plumbers line. Their pictures show an 1" depth. Their warrantee states that the limit is 1-1/2" before they will replace the mattress.

However, we believe that this measurement should be taken under conditions of normal weight, which would obviously be 2-3 times the depth.

The condition of this mattress would only get worse with time. This is a mattress that cannot be reversed or flipped over. The old mattress it replaces was 32 years old (purchased 6-1-1973. That mattress has never developed any depressions. It just simply wore out all over. The mattress I am sleeping on in the spare room is both reversible and can be flipped over, has no depressions and it is almost 10 years old.

We have determined that the new way of manufacturing one sided mattresses only, is a poor design concept, but that is what we have to live with in today's world. I will no longer own a Sealy or shop at Mattress Firm. Off now to buy a mattress at Sleep Experts.

We purchased a $4000 Tempur-pedic mattress and ergo adjustable base from Mattress Firm on Friday, 3/13/09, our 10 year anniversary. Our sales person, Ben, was very nice and informative. We were on our way to buy at Gallery Furniture. Ben promised that Mattress Firm provides Red Carpet delivery, they have everything in-stock, and, since they are just down the street from us, we thought okay, we'll buy from these guys instead!

Well, we were assured the delivery would take place the next day, Sat, between 6 and 9 pm. They had the mattress protectors we purchased brought in from another store which we stopped in Sat afternoon to pick-up. I talked to William and he assured us everything was set for the delivery today. He was working with a couple who also purchased a ergo adj bed for delivery tonight. Anyway, at 7:30 pm we get a call from a lady at the store, who said they could not deliver our bed today due to a paperwork error, and the soonest would be Sunday from 4 to 7 pm. We had already stripped our old bed of the mattress pad, sheets, blankets etc. and took down pictures and moved things - it looks like a bomb went off in our bedroom - in preparation for the delivery.

Now we will have to put things back together to sleep tonight, and it just spoils the anticipation we were expecting from the purchase. We gave up our Saturday night invites from friends to be home to get our new mattress. We have yet to hear from our sales person, store manager or anyone of authority. So, what does this mean about their customer service if we do have other problems.

Bought a $2000 mattress from them with a 10 year warranty. The Mattress is not holding up after only three years and has developed clusters/lumps throughout the mattress. I called in December 08' to report this problem to Mattress Firm and was told that they would send a warranty person over to take care of my situation.

It has been three months now. Call after Call even after paying my $25 I still have yet to see or hear back from them. It is Now Feb 09'

We purchase a Simmons Beautrest mattress from Mattress Firm on IH10 West My wife and I were shopping for a new mattress and after reviewing several brands decided to purchase a Simmons. We went to several stores and were just about to purchase our mattress from Rooms to Go when I went into your store in San Antonio on IH10 to compare the prices. Your store price was considerable higher than Rooms to Go. I discussed it with the sales person, Scott Burkhardt. He informed me that he would beat the price at Rooms to Go by 10%, give me free delivery, and extend the warranty by five years. Obviously, I was interested and talked my wife into looking at the Simmons mattresses at your firms store. At all time I kept asking was this mattress new and in all cases, I got a positive answer of yes.

He also told us to make sure we kept the mattress for at least 30 days to make sure it was what we wanted. We decide to take the salesmen up on his offer and ordered the Simmons Cape Columbia king side. The mattress was delivered in a few days. After sleeping on it for 30 days, it appeared to have a tilt on one side and felt like you were sliding off. We discussed this with the salesman and he exchanged the mattress. The next mattress came with body impressions. I ask the delivery man if it was new and he said yes based on the tags.

I was very busy at work because we were trying get a new project of the ground and did not has time to go by the store and talk to the salesman. When my work slowed down, about 90 days later, I went by and talked to the salesman who informed me that it was passed 90 days and I would have to go through the Simmons warranty process.

But this is not the issue. The issue is that the mattress is new and should never had the body impressions in the first place.

Purchased a mattress set from Mattress Firm. Received no bill for two months. On 12/22/08 in the morning hours, received a phone call. Number was "withheld" and an automated operator stated the "call was being connected". Individual on the other line stated he was calling regarding my credit with Mattress Firm. Admittedly, I was cautious because of the detail around how I received the call and there was no explanation around exactly why this person was calling about my "credit with Mattress Firm". This individual aggressively tried to get me to give him my credit card information or a checking account number so money could be withdrawn.

When I refused to do this over the phone he pushed more aggressively and justified it that I would be "getting multiple fees and fines if I didn't provide the information." After stating my concerns that I had not received a bill and repeatedly stating my concerns for getting an ad hoc phone call and that I would not provide credit information over the phone, we said goodbye. I then came to my office at work and called Mattress Firm. Store attendant provided an 866 # for GE, who is the finance company for the purchase.

When I called the number, I learned the call was valid but was further concerned because the contact was in India. I learned and appreciate that GE is a "global" company however with the current concerns in the US for international fraud and stolen identities, my concerns were increased because I had not been made aware in opening my account that my credit information would be access by anyone outside of the US. I called back to express my concerns and asked for a customer service contact in the US (as suggested by the Mattress Firm attendant, who stated she understood my concern.) I was connected to Monica in Ohio who did not seem receptive to my call when all I had stated is that "I would like to discuss a concern." In turn, she stated she could connect me with a supervisor which I expressed appreciation and accepted her offer.

After staying on hold, I now was speaking with Janny who again did not come across as receptive to my call. I shared my concerns on how the phone call started and how I got more detail with each person I talked to. Her end response was that she believed "I had a problem with someone taking my call that was not a US citizen and offered no understanding of concern regarding my credit information." Let me be clear that by no means am I prejudiced toward (which is what she implied) others and that ultimately my concern was that I had made a purchase and my credit information was now available to someone outside of the US.

In addition, I clarified that with news around frequent credit fraud situations internationally, I was offended that she did not have any sympathy for my concerns but that she was making this a racial issue. The month fine which had been put on my account was removed by Monica in Ohio but ultimately, my only desire is that my credit information be withdrawn and I could pay by other means. Realizing this is not possible (as the credit information is already accessible within GE globally), I am aware of any option other than to pay this account off and not use a credit lender again unless I know for sure who will be able to access my information. I add that it's completely clear that "corruption" can happen anywhere, anytime but this clearly alarmed me and it was handled without respect by the lending company.

The salesperson had us believe that we could return the bed set if we were not satisfied. We bought a Tempur-Pedic bed from this company, in the store guarantee policy it does not mention Tempur-Pedic beds as part of the 90 day comfort guarantee. I was not given nor did I see a written policy regarding the Tempur-Pedic beds. The store has a comfort guarantee that does state exchange of equal value or higher. The problem is the Tempur pedic bed is 6000.00 and is NOT comfortable at all.

I was then told by the District manager that we could only exchange the bed top, since the bottom is an adjustable base we were stuck with it. I went online and looked at several other companies that carry the tempur-pedic brands and they all stand behind the Tempur-Pedic policy, which is 100% money back guarantee if not satisfied. I do want to mention that the district manager was very rude and unprofessional.

On November 1st around 3am I was awakened by dizzeness with the room spinning. This happened two nights in a row. So we moved back to the guess room. We have now contacted Mattress Firm to come and remove the mattresses from my home. They did admit that there has been problems with bad odors with the Simmons line of mattresses. They have suggested that we replace them with a different line such as Sealy which they have not had any complaints. We will see what happens. Consumers need to be aware of this problem. If this has happened to me it could happen to others and the outcome could be worse. The chemicals used to process the foam need to be investigated.

Health problems. Dizzness, light headed, nausea.

I told the associate, Ryan, that I might need to cancel the deposit and inquired about how to receive it if I did so. He said to call the store and he would process it from there; no need to come back into the store. That same evening, I purchased a mattress from IKEA in Round Rock and called Ryan back and told him to issue a refund of my deposit. He said it would take 7-10 business days.

On September 26,a month and no refund later, I returned to the store to ask Ryan why I had not received my money. He apologized and said he would send an e-mail to all persons who had the power to issue this refund. On October 7, approximately 7 business days later and still no refund, I e-mailed and called their corporate office.

On the first call I was hung up on and on the second one I was transferred to the answering machine in their refunds department. I stated that I needed my refund as soon as possible and warned of legal action if it was not done in the next three business days. I stipulated this in my e-mail as well, where I included a photo copy of my receipt and invoice for the deposit. I still have not received a reply from my e-mail.

I received a call back from their refunds department the same day. The lady on the line informed me that my refund was not originally processed until September 26, the day of my second visit to the Mattress Firm store. She said to wait 3 to 5 business days for the refund to show up in my banking account.

It is now October 14, the fifth business day she assured me of and beyond the 7 to 10 business days Ryan stipulated on the 26th of September. I still have not received my refund. My business with them has been nothing but the worst experience I've had ever with any retail establishment. The associate even typed my name wrong on the order, Glin Shaw, when the debit card I used to pay for the deposit and my driver's license that I used for the credit application clearly state my name as COLIN Shaw. There is poor customer service on all levels of this business.

I've had several bills that I cannot pay because this money is not in my checking account. I have an approximate $100 cable and internet bill that has been overdue for a couple of weeks, and several smaller $10 and $20 gas bills and credit card bills that I can't pay because of this either, forcing me to wait until my next paycheck to do so. With late payments, I'm also afraid this will affect my credit score, which was in great condition before as every line of credit I have in my name I pay on time and, often enough, above the minimum payment amount. I am seeking legal action against Mattress Firm for court costs, attorney fees, my $149, time, and damages. I want to make sure I can get the most legally allowable to send a message to their company that this is not how you do business.

I bought a Sealy mattress from Mattress Firm in Las Vegas. I paid $699 for a queen and the total with delivery was $818. Expensive for a mattress and for a single Mother. Buying from a name brand such as Sealy, you would expect a good product. 3 months into my new bed and it started sagging where I was sleeping. I called the store where I purchased it and was asked How much do you weigh Are you single Do you sleep alone, I answered all of these questions, no I'm not heavy, yes I am single, yes I sleep alone. I was told to rotate my mattress so that the other side could fix itself. I rotated the mattress every 3 months or so and now I have sink holes all over the mattress.

I called back and was told to come down to the store and fill out the paperwork. I went down to the store and started filling out papers and was told I needed the consumer tag off the mattress and I need to measure the sink hole and bring all that back and then pay to have someone come out and inspect my mattress. The paperwork also stated that I had to pay for re-delivery of the new mattress. The store said if I didn't like it I needed to take it up with Customer service. I called cutomer service and got nowhere with them. Why should the consumer have to pay to have a defective mattress inspected when it is the manufacturers fault. Why should the consumer have to pay for another delivery when it was the manufacturers defective mattress. I will never purchase another Sealy mattress again!

Bad back problems!

I purchased two complete mattress sets, spending over $1,800.00. The return policy/gurantee was explained in detail. I also wished to purchase a mattress protector for each bed. The salesperson explained all of the features of the mattress protector, yet failed to explain that this item was non-returnable. I had shopped around and found Rooms to Go had the mattress protector at a much lower cost. The mattress protectors I was purchasing were $80 each-quite expensive. I had found the exact same protectors at Rooms to Go at half the price and explained that I would be purchasing from there.

Mattress Firm called Rooms To Go to verify price and honored their price. The mattress protector was explained to be quiet and breathable, as well as waterproof. I put the protector on both beds. After the first night, my daughter complained that she couldn't sleep-it was too "crinkly" and noisy and very hot. As the purpose of my purchasing the new mattress set, which was also protected with allercare-was due to my daughter being diagnosed with sleep apnea as well as allergies-I replaced both childrens bedding. I took the cover off the bed the first night and neatly packaged the item back up.

My son had no complaints, but I slept in his bed the second night and the cover was noisy and very, very warm-it was NOT breathable as described. However, I needed to keep a waterproof mattress cover on his bed and figuring they would all not breathe very well and it didn't bother him, I left his on the bed, but replaced my daughters mattress pad with a regular mattress pad-understanding that it would affect the guarantee of the mattress, should it receive any stains, my main concern was my daughter receiving a good night sleep due to the apnea.

I returned the item to the store, explaining the situation and they stated that the item could not be returned-sorry. I mentioned the return/guarantee and they explained that it only covered the mattress, which confused me seeing as they guarantee the $800.00 mattress set, but not the $49.00 price I paid for the mattress pad??!! It was stated this was explained on the back of my receipt.

My concern it wasn't explained when I made the $100.00 purchase by the salesperson. I even asked for a credit, as I had planned to by a king mattress set in the near future. Again-sorry. They explained that after washing it a few times, the pad would soften up and shouldn't be crinkly and that it would be more breathable. The purpose of my not washing it was to be sure it would work for my children and be able to return it if it did not.It was on the bed for one night-covered by another mattress pad (hoping she could sleep better with more padding) AND her sheets.

After leaving the store and on the phone with my spouse, telling him what happened, the store manager came out and said he would credit the $49.00 toward a new mattress set when I come in. I explained I would not be purchasing a set until these two were paid off and it would be about 8 months. He said that was fine.

My concern was-as the original sales person was no longer at the store, that how would this happen should he not be there in 8 months and not have anything in writing. He got a generic Mattress Firm business card, wrote his name and on the back put that mattress set to be discounted and that was it-no discount price, no explanation whatsoever. In my opinion it means nothing. I simply wanted to return a mattress pad that did not do what was promised.

No damage, no injury, just another case of very poor customer service.

We paid $749.99 plus NC tax on the mattress set, plus $59.99 for delivery. We have been sleeping for two weeks on the floor because we cannot use a bed frame. We are both 59 yrs old. Mr Burch has hip and knee pain and Mrs Burch has MS. This arrangement has caused extreme physical discomfort and mental stress on top of the stress of moving.

I selected a mattress. It was fairly firm and reasonably priced. I expressed to the sales person my concern for my shoulder comfort.

I tried a higher grade, also, 4-500$ more in price. Donny told me that I could take this mattress home. Their Comfort Guarantee gave me three months to return/exchange it. I asked about the price difference and a credit. No problem Donny told me. Their Comfort Guarantee protected me. Wow. Several others shoppers bought up, too.

I am unable to sleep and my back and neck hurt. This in turn aggravates my already sensitive shoulder.

My attorney has finally received communication from Mattress Firm and I am awaiting their answer at this moment.

We bought a Queen Tempur-Pedic Mattress and Tempur-Pedic Queen Box Springs and a Queen Bed Armor Pad A Tempur-Pedic Pillow and a Queen Instamatic Legg. all for $3117.61 on 7/29/05 the day befor my back surgery so i would have a good bed to come home to we had a water bed. We were sold the bed and told it would be the best bed for my back. We had to use the bed 30 days to see if it would be good but after 3 weeks i was hurting so bad we started calling the company they would not return our calls we have been trying to get them every other day it is now 1 month and 2 weeks later we even went to the Regional MNGR and have not been called back.

I have a Inplant in my back to help with the pain but when i get up in the morning i cant walk or stand , i do not get a good night rest I have to take sleeping pills. I hurt more and more each day and I am afraid that i will use the battery up in my Inplant if this keeps on and have to have another surgery before the one is scheduled in a few years to put in a new battery.

In 2002 I purchest a Dalmore Queen size mattress from the above store at a cost of $920.07 (including delivery). In less than three years I had a problem with the mattress sloping from the middle to the sides. I went back to the store and conplained and was given some papers to fill out and mail in. I did so along with pictures of the mattress. Three weeks later I received a letter allowing me $560.00 credit. I then went back to the store and was shown a mattress (not of equal value) and I layed on it for about 30 seconds and said ok. The mattress was delivered and after sleeping on it. It was too firm so I went back to the store and asked to exchange it for a more expensive mattress and that I would pay the differance and was told no, the matter was closed. now I am stuck with a mattress that I cant used and out of the money. What happen to COUSTOMER SATISFACTION GUARANTEE. I still have all my paper work not that will do me ant good.

We did not have so much of a problem with Deborah except that when you walk into the Mattress Firm they tell you about the wonderful warranties they have on their mattresses and that they are the only place in town that can get the 15 yr warranty... Then you sit down to buy the mattress and you get told all the things that will void the warranty. (I am surprised that sleeping on the mattress does not void the warranty!) We bought the mattress anyway. We really took our time looking, testing, researching and making a decision. They had the mattress we wanted. Guess what, it wasn't in stock. Okay, we had to wait ten days - we could wait, we did. They came to deliver the mattress. Because the mattress had to go upstairs and it was a tight fit the delivery guys would not deliver the mattress unless we signed a paper saying that they were not responsible for the condition of the mattress and our warrantry would be void. Well after paying almost $3,300 we were not about to sign such a paper. We called the store. Deborah was not there but Tom was. Tom was a snoot and told us to just send the mattress back if we were not going to sign the paper. He could care less if we got the mattress or if we were a happy customer. So, we sent the mattress back. We paid cash, via debit card. Guess what, they could not credit our account immediately. They had to send an emailt to customer service who would then take a few days to process the paper work to get our account credited....We are not at all happy with Mattress Firm. We will not buy a mattress from them - EVER.

Frustration. Still do not have my money. I don't think Mattress Firm should be able to make the statements they do about their warranties. It is very mis-leading.

We are stuck for now with a $400 mattress set because the claims department said there was no warantee written on the receipt. I just want the mattress replaced. I am willing to file in Small Claims. This is Bull!

I bought a mattress and box springs. After sleeping on it I was not satisfied so asked store to exchange it. They charged me for two deliveries plus a $70 handling fee which I thought was unfair. The problem here is that you don't know about these fees until it happens. Many stores don't even charge you for delivery.

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On Friday January 11 I contacted the salesman (he is not the issue)and I was informed that, we have experienced a problem with just a few of these mattresses, just a few. The problem is with the foam that was used in the manufacturing of the mattress. The manufacturer is throwing the entire batch out. We will replace your mattress. The salesman then suggested two options: 1. Have someone go through the warehouse and find a mattress that doesn't smell or 2. Wait until Thursday evening after a new shippment of foam comes in and a new mattress can be made.

Obviously, The Mattress Firm was aware that Sealy was having a chemistry problem with the foam and they still sold us the mattress. Hoping prehaps that we wouldn't notice? I have some knowledge of the chemistry used in making foam and I only hope this isn't what I think it is.

In my older age, I suffer from allergies. This chemical triggers a reaction. I have sleep poorly for the past several nights and now anticipate a week without proper sleep. My profession as a business broker is a pressure job and sleep is a key component to my success or failure. My real concern is that the manufacturer and dealer are only reacting to consumer complaints and may be causing harm to others. Obviously now and continuing for the next several days, this chemistry will be present throughout our home and will remain long after the mattress is replaced. What is it, please don't tell me they still use formaldahyde in the manufacturer of foam. I have had some experience in the manufacturered home industry and that's what it smells like, musty.