Mattress Firm

My husband and I walked into the Mattress store at 12182 HWY 17 Murrells inlet SC and our sleep expert ** was super. He helped us find the perfect twin set for our grandson who will be here in 2 weeks. Also he recommended an adjustable base for our king bed that we find very hard to get a good night sleep on. Can not wait to try it out. Delivery was the next day and the drivers were very courteous, polite and efficient. Could not do enough. I would recommend this location highly. We were very pleased.

I mistakenly put the wrong city for my shipping and my mattress got lost in the mail. It said delivered. I was petrified it would take weeks to get my bed to me. Mattress Firm immediately sent me out another bed without making me wait for any long process. They were great. My mattress is so comfortable. It was described as plush and it is just that. Very soft and not firm. I built my plate form with headboard quick and easily, since I ordered online and didn’t opt for anyone to build it for me. Overall great experience. Customer service was excellent. Bed is comfortable.

In 2019 we purchased the IntelliBed. After 2.5 years, the mattress started sagging in many areas. I worked with Alex from Mattress Firm in Leominster and Natasha District Manager to get mattress returned. After trying out several beds, we decided to purchase another brand. Alex and Natasha were most helpful. I give the customer experience an 'A'. Note: NEVER NEVER remove and tags off mattress. Removal of tags voids warranty.

The salesman (Eric) is terrific. Whether the company itself is, it would be presumptuous of us to say because we do not know enough about the company. Eric has gone the extra mile on our behalf in post-sale customer service, possibly - possibly - because the company could not or would not. Prior to our decision to purchase, Eric (and a colleague) answered our questions perfectly lucidly and knowledgeably.

We purchased a mattress from the Hagerstown MD Mattress Firm store. It didn't meet our expectations and we woke after the first night with horrible backaches. They graciously helped out with a hassle free exchange for another mattress of better quality. "Mike" the assistant store manager helped us out, he was great!!!

Buyer Beware! Mattress Firm does NOT honor their warranty! You file a claim, jump through hoops to try to show in pictures (because they say they have no one in your area to come to your home ...Chicagoland area!?!?) just for them to quickly deny your claim. Mattress sinks, we roll into each other like getting pulled under a boat, or wedged under the other person. Toss and turn all night just to wake with pain in back and shoulders. Four years left on warranty! When they sell you the product they reassure you that if you encounter any issues they have a solid warranty program that will protect you!! HOGWASH!

Back in 2/21 purchased a king size bed for $1100.00. Had to warranty it once which was fine because of severe sagging. New mattress delivered 1/2022. Again after being told that most likely wouldn't happen again we have sagging. Warrantied it and this time I was given 1100.00 store credit and we go to get the new one a different brand/style. I didn't have an issue paying the difference but they wouldn't give me the sale price of 1299. So I ended up paying another 1000. Instead of 200. Because they said they had to take the sale price away because it was a warranty. Then to top it off, I am now paying delivery charges for a third time!!! I have had it with Mattress Firm. I will never shop there again, I am cancelling their credit card, I am done with this company. And not to mention...As soon as we mentioned warranty the guy's whole demeanor changes and treated us like we weren't paying customers. Terrible service as well.

Ordered and paid for a mattress on 6/22 from the Pace FL location and it was delivered a few days later. Then they showed up the following week to deliver the exact same order in which I refused as we already had my order. Now they have turned it over to a collection agency saying I still owe them the same amount. Called the morning of 8/22 and spoke with the branch manager who was totally clueless. He stated he could see in their system where I had already paid for it and said he could get me in contact with someone in their finance department. I informed him this isn't my responsibility and it was theirs. The manager couldn't care less. No apologies, nothing. Just there to collect a paycheck. He couldn't manage his way out of a wet paper bag. Long and short, don't purchase from Mattress Firm.

This mattress feels exactly like an air mattress. We got ours over a month ago and I haven’t been able to have a good night sleep since. I am a healthy 125 lbs person with no chronic pain. Every morning I wake up sore in this bed all over and sometimes with sciatica pain. You definitely sink towards the middle at night. The sleep IQ is just a joke. It tracks my sleep from 6-11 pm??!! When I’m not even in bed. We called and told them that the bed squeaks.

I purchased a mattress on June 2nd but canceled the order after a few hours. They still delivered it and I was able to finally return it by late June. I still have not received a refund so they are extremely slow in refunding the purchase or it is essentially theft.