Mattress Firm

I ordered a full-size mattress. It was not too soft and not too firm. I was told that it would be arriving sometime in the week. They also said they would drop it off any time and I was gonna pick it up sooner. We couldn’t pick it up on Sunday because I was sick, so I called them on Saturday and asked if I could pick it up on Monday. They said it was fine. Then on Sunday, I had someone who was gonna help me transport it, so I called and told them that. But the person I talked to said that the mattress wasn’t gonna be shipped until Thursday, so I couldn’t get it that Sunday. Then I called back on Tuesday to ask about it and Philip, the nice person that I talked to, told me a different story. Apparently, mattress arrived on Friday. Other than that, everything was great. The mattress was cheap and Mattress Firm got friendly people.

But for my most recent purchase, I was extremely disappointed to the point where I felt like calling my bank, quitting the transaction, and getting my money back. My delivery was completely wrong and they had to come and replace the items. I ordered soft mattresses, but I got medium ones. And I got some box spring for a bed that already had a Bunkie board, so I didn’t need the box spring.

I went in and bought something else even after they made a mistake and I talked to Regina about the issue. She told me not to worry and that they'd take care of it for me. She also said they could swap out the box spring for something else or I could return it. I said that I’d talk to my husband then I'd let them know. I called the store the next day and talked to Rue, then Rue was the one that handled it instead of Regina. Rue said that she was sorry but they had to charge me for swapping out the mattresses that they sent that were the wrong type and for picking up the box spring that I no longer needed. Interestingly, when they shipped the items to me, they only charged me half price for delivery because I was a repeat customer. But when they had to take them back, they charged me full price for delivery. My total was two something and the refund was 129. So, that sounded more like $80 instead of $40.

I asked Rue if she was serious that they were gonna charge me for a mistake that their guys made but she said that there was nothing she could do and that I had to call customer service. So, I got charged a delivery fee for the second time. Then, one of the replacement mattresses that they brought was still the wrong type. It was still medium, so I'm gonna take it back.

The mattresses I bought were normally 750 and they were on sale weeks prior. They honored the sale for me because I knew they had been on sale prior. And if they were able to do that, I was wondering how come Rue couldn’t waive the delivery fee for coming and picking up the items. If I were to call customer service and they wouldn’t give me a refund on the delivery fee, that would be disappointing. Still, I like Mattress Firm's line of Tulo Soft Mattresses and that’s why I go back to them. They’re really comfortable, although they’re not the cheapest mattresses.

I got a phone call to notify me that my delivery was gonna be done between 1:00 and 3:00 PM. In fact, the people who made the delivery arrived at least a half hour earlier than when they were supposed to. So that made me more happier. They assembled the unit like they were supposed to. And they asked me if I wanted that way, which wasn't a problem. So everything went quite nice and smoothly. The only thing that I noticed was that the frame is twisted a little bit from one of the edges where it's supposed to support the bed not to go over. But I don't mind that. I'm sure the bed is not gonna collapse on me. And besides that, overall, everything was fine. It was a good experience with Mattress Firm.

After contacting the company by chat two days in a row, I am told that I will have to up to 48 hours to find out if the item has shipped, and I am told that I have to wait up to 24 hours to speak to a supervisor. And my efforts to contact the company via telephone have also been fruitless. The recording said that I would receive a callback, but this has yet to happen. Customer service and satisfaction, unfortunately do not seem to be a priority once the company has your money.

The mattresses were $109 apiece and were laid out fine. I'll probably go back over there to get three or four more. Their price is as good as anybody's. Mattress Firm treated me right. If I needed to talk to them, their rep is there. He knows his business. Also, they have a nice showroom that is clean and well-lit. I can see everything. Overall, I recommend Mattress Firm.

Well, it is now 9:55 pm and still no delivery. Very disgusted, disappointed, frustrated and angry. Spent the entire day waiting for a delivery, which was never set up. Representative assured us that the delivery would be made today, talk about feeling very deceived. Could not track because apparently some type of error made by the representative. Will be going into the store tomorrow to cancel order and take my business elsewhere. Not how I should be celebrating Father’s Day with my better half.

There is a disconnect between the delivery and the sales. The delivery guy will say the sales people don’t know what they’re talking about and the sales people will say the delivery guy doesn't know what they're talking about. But in honesty, the delivery guys are the ones that set this up every day. They know which beds fit where and the sales people are trying to make a sale. But other than that, the bed works great. They're supposed to have a 120-day where I can bring it back in if it's not the right mattress for me and I can go from the firm to a soft or medium or king mattresses.

We received the new mattress and began our trial sleeping period. Within a few nights it was apparent, going from an extra firm innerspring to a regular-plush foam mattress was not very comfortable. The contributing reasons for the extra-firm mattress, were rooted in past lower back problems. So, we requested a firm version of the mattress, But the comfort factor was still missing. We decided to return the mattress and try the Ghost-bed, another foam mattress but with a higher firmness rating (consumer-reports). Unfortunately, the experience was more of the same. And through these experiences, with a slight hiccup with Ghost-bed, customer service experiences turned out reasonably well, and exceptional with Costco.

That leads to the Mattress-Firm experience. With the importance of this investment, a good night sleep for many years, we abandoned the sight-unseen approach. We visited a few local mattress stores. One of those stores was Mattress-Firm on route 37 in Toms River. We tried a few mattresses within our budget, and decided to try and purchase a very firm Serta or Simmons foam mattress. We were assured by the company’s 120-day sleep trial promise. The salesman Scott, alerted us to what he considered the Cadillac of extra-firm mattresses, a Simmons Legends Garrison extra-firm innerspring mattress.

Testing the mattress in the store, it appeared firm and comfortable, but priced outside our budget. Scott informed us there might be one in the outlet store. He claimed these were new mattresses that may not fit their intended destination or for whatever reason, never used and returned. And he could sell these outlet items at a discounted price. After negotiating a price like the foam mattress, we decided to purchase the mattress. But once the contract was presented, a line item indicated no returns or exchanges. I was baffled, Scott assured us that the quality of this mattress would surpass anything we had experienced. And there was 3-year defect warranty clause which would protect us. Slightly apprehensive, we agreed. Scott informed us that during the delivery if there were any issues with the mattress or box springs, just decline the delivery.

On the day of the delivery, my wife noticed a tear in one of the box springs. Both she and the truck driver took pictures. The truck drivers stated they would get and return with a replacement. Later when my wife called the store to ask about the replacement, she was informed by Ryan, the store manager, that we had received such a good deal, he would not replace the torn defective box spring. He further explained that the practice with used mattresses and box springs, is to be sanitized and repackaged so the company could recoup costs. Wait one minute. We were never informed that we were buying used bedding. In fact, Scott was careful to craft his words that the items were new.

It has been almost 90 days sleeping on the mattress. The very first day, my wife put a cover on the mattress, to protect us and I guess, protect it. After all the hype of the quality of the mattress, I can honestly say, it is not the most comfortable mattress we’ve slept on. The firmness we felt in the store is only in the very middle of the bed. But we can say for sure, Mattress-firm was the most deceptive and least customer service friendly company we’ve experienced. From store manager to sales, there seems to be a culture of sale first mentality. When I visited the store to make my disappointment known about buying a used mattress and paying more than any of other mattresses we tried, Ryan said he would reach out to his regional manager but nothing came of it. And when I called to express a dissatisfaction in the comfort of the mattress, Scott, explained, we are here to help. But both claims rang hollow.

Mattress-firm is a huge disappointment. We would suggest avoiding them. The Better Business Bureau has the overall company rated as a ‘C’. And Consumer reports gives them a decent grade ‘80’ but also notes many customers would purchase elsewhere if they could do it again. There appears to be something inherently wrong in the culture. Wish I had read BBB and CR reports first. Buyer beware.

When we walked in, we weren’t exactly sure what we were gonna get and the young lady who helped us at the store was great. She went right to this and she said, “This was probably what you’re going to want,” because based on what we’d be using it for and how deep it needed to be, and the fact it did not need a box spring. We just went right on in and she narrowed it down very quickly. She also showed us some other options if we wanted something more traditional, but my husband and I both just went with the one that she said she thought was the best choice and her particular favorite, and we’ve been pleased. My daughter came home from college last weekend and decided she wanted to take a nap on it. She’s so excited to see what we did with this bedroom that used to belong to her brother and she was like, “This is great.”

The guys who came to deliver were professional, efficient and fast. It was an easy installation but still, they were great, polite and took care of it. I was kind of mesmerized by when they took this box out and opened it up, and all of a sudden, they unrolled this real mattress. I was like, “What in the world.” That was my first experience with a memory foam mattress.

We got a double bed and a box spring and got it delivered. There was a hole in the cover of the box spring when it arrived. I saw it and told them right away so they took a picture of it. Then the company called me that night to set up a time to switch it. I felt bad sending it back because I don’t know what they do with their product but you pay all that money and you want to make sure it’s good to start with. They were nice about that and everything went well. My husband was here for the second delivery and it was fine. The bed was for my daughter and she’s sleeping well and likes it so it’s all good.

I went to their place and it was a better place to buy from. I got the mattress, the bed frame and some sheets, plus I got mattress protection. The sales rep that I dealt with was Michael. He was knowledgeable and helped me with everything because I purchased three items from his store, and he purchased two other items from another location because they didn’t have them in his store. He waited until I got the delivery from the other store so he could send out the guys to install the bed. It was all cool. The delivery of the products were on point and the guys knew what to do. They didn’t cause a lot of noise. They did the job, got in and got out really quick. I’d recommend that people get their first beddings from Mattress Firm because they serve customers in the best way and they have good products.

Lots of space around the frame open. Called Mattress Firm who said check tag, if tag says 59x79 then it’s a queen mattress. It does but that’s not 60x80. Obviously they are shorting the mattresses and selling them as full queen beds. I’m not happy so I ask about return, which they say I can do but can’t return “free adjustable base”. If you return the mattress they now charge you $500 for the “free” adjustable base... plus 10% restocking fee. Loss of $600 on a $1150 bed? WTF? Of course they say they sold me a queen mattress, but they also sold me a queen mattress cover and it’s way too big for the bed. They said must be miss-labeled mattress cover. Not bed size. I called my lawyer who said it’s a least deceptive business practices and maybe fraud. But he said they are probably just inside the line of being legal. And he would look into it but was not sure if anything could be done.

When buying from these people BE VERY WARY OF DECEPTIVE BUSINESS PRACTICES. The “free” adjustable bed base guarantees they make $500 or $600 regardless of whether customers keep the mattresses or not. I can’t afford to lose $500 so I’m keeping it but I had to cut my queen size frame down to fit my new queen mattress. Pictures are of mattress cover that is queen size and does not fit, also pictures of mattress and my queen bed frame also of space between frame and mattress. Last picture is my bed after I cut the headboard to fit the mattress.

I gave him a clear path to my master bedroom via my deck rather than fighting around hallways and doors, the deck gave a solid and safe route to the master bedroom. He chose to come through the home. Heavy as it is he dropped it. Cracked a tile and chipped another. The other delivery guy at this point came to help. They moved the old mattress against the wall as they laid in the base. They yelled out to me and asked for a hammer. Yes a hammer. To which I gave them a hammer. They then started hitting the new frame to “tweak” it. From the living room I could hear beating of a hammer against metal. I rushed in to ask “fellas what’s going on”. They stated it won’t align and they must tweak it. Very unhappy at this point.

I stated, "If it’s damaged let’s contact the store, I do not want a damaged unit." They said I would not even notice it. At this point they handed me the remote and told me my job was to install the batteries and suggested I do it in another room. I’m furious. I prompt my wife to contact the store. Not letting them out of sight at this point. I see the one starting to pick up additional hardware and trying to hide it. I asked what it was to? He stated he wasn’t sure. At this point one is hammering my frame, the other goes and gets the king size mattress himself and decided it’s a good idea to bring it in himself. Sliding across the driveway and the deck he struggles and hits everything in site including my Anderson storm door. Lays it in the door way and goes to check on the other guy.

At this point my storm door is busted. I snapped a picture with my cell phone of the new mattress halfway through the door. And the storm door damage. The frame is now finally tweaked enough that they were able to align the bolts to attach the two ends. They throw the new mattress on top and start taking pictures as if everything is good. Still not connected to the store or a manager at this point: I see a long thread coming from the end of the mattress on the top (like it was caught on something at one point). As I pull, it starts unthreading. They instructed me to just cut it and it should be fine once the sheets are on it. At this point I asked why they don’t use safety mats and use both of them while moving the merchandise They just keep quiet and take the old mattress out.

Still waiting for the store. I have one of them sneak back up the steps and he threw a “red mat” on the ground and proceeded to take multiple pictures of this mat on my deck as if they used it this whole time. I asked what he was doing and he stated it’s our policy to use the mat when moving the stuff. I’m floored and now yelling “then why didn’t you and why are you taking pictures as if you did!!!” Quickly grabs his cell phone and prompts me to quickly sign!

I refuse and ask to talk to his manager. Store just picks up. He can hear me talking to the store and they hopped in the truck and left. I have a screen door broken, a cracked tile and a chipped tile. A damaged new mattress, a damaged adjustable frame and a damaged wooden frame. The amount of disrespect and deceiving of this company is repulsive. Never again. Never ever again!!!