Mattress Firm

At no time did the salesperson tell me Mattress Firm would deduct the price of the base if I returned the mattress. I consider this serious business fraud. Never was it pointed out to me in writing or otherwise that the price of the base would be charged to me if the mattress was returned. I have emails between the salesperson and I stating there would be no fees charged or retained if the mattress was returned. The correspondence also states I would get my full 100% refund. Please don't do business with this fraudulent company. The sales agents are out to make a sale and do not care about the customer. They are not trustworthy. It is no wonder why this company has filed for bankruptcy. All I want is to return ALL the merchandise and get 100% refund as promised. I WOULD GIVE THIS COMPANY ZERO STARS IF THAT WAS AN OPTION!

After countless times on the phone with customer service, we got nowhere. We went into a store and they ordered them for us. When we went to pick them up, they were the wrong size. Again, on the phone and again another delivery of the wrong brackets. We now have 2 sets of brackets that we cannot use; the salesperson said use them as book ends and he would send the correct ones and would be delivered on 2/16/19. We waited and waited...we did not get a delivery. We feel that once a bed was sold, it was not important enough for them to keep their promises. A promise that actually got Mattress Firm the sale of a bed that costed over 3K. We have a good bed but cannot use the headboard and very unhappy with the company!

Even with proper rotation the integrity of the mattress began to deteriorate shortly after the first year and has gotten progressively worse. Now in year 3, the mattress has lost all support and is virtually UNBEARABLE TO SLEEP/LAY ON. The mattress completely envelopes your entire body sinking no less than 4” along the perimeter and up to 6” closer to the center essentially thrusting your body like a sinkhole into the center of the bed and onto your partner as if you were laying on a slope/angle resulting in countless sleepless nights, chronic back/joint pain.

Although body outlines/indentations are visible of both our bodies in the mattress, given its "pillow top" style, the gel foam ultimately masks the severe manufacturer's defects (support/sinking) and returns the mattress on the surface to an "acceptable" sag of less than 1.5" likely resulting in our claim being denied/declined.

I am unsure if I can stomach and/or am willing to endure yet another warranty battle when I simply wanted nothing more than to get what I paid for originally... A good night sleep on quality mattress that lasts more than 3yrs! Hopefully Mattress Firm/Sleepy’s will see this post, do what is right and willing to quickly resolve this matter. Will update post as appropriate.

January 13th Parker texts that the Victorian is not going to be in stock to deliver so he offered to exchange another mattress or give a refund we chose a refund. So Parker was supposed to set up a pick up and start the refund process on the 27th of January. It never happened and he will not return my text messages now. I have called customer service and keep being promised that a supervisor will contact me within 24 hours. I'm still waiting for the 1st attempt to call me when I called on the 27th to have this resolved. I would not recommend to purchase anything from this company. Also in good faith of the refund I purchased another mattress and I'm stuck with this one. I will definitely escalate this beyond the company and involve anyone who will resolve this with me. My conversations with Parker ** are all text messages so I'm can confirm all of this.

In 6/2015, we replaced our mattress/box spring with a very high end Simmons product again. We purchased the protect a bed cover from them, in fact I wound up buying two of them. There is not a spot on the mattress. They came out, delivered it and set it up. At the time of setup, I made sure with the guys that my base was sufficient to keep my warranty and what not. They told me I was great where that was concerned and I said wonderful. I even wound up adding even more slats to the frame after they had left. As luck would have it, the sidewall on one side of the mattress has blown out and we sent in everything that was asked of us for the warranty claim. I just received my denial stating that my warranty is void because my bed frame is not sufficient. Mind you, the sidewall has nothing to do with what's under the box spring. In fact, an elephant could get on it and not mess it up, that's how sturdy it is.

I would advise anyone to RUN from Mattress Firm. I have found their dealings with us highly unethical. I would say that this is a factor into why this company is a hair's breath from going out of business. Should they do what is right, I will update this message but at this point, I would strongly suggest finding another place to do business and it looks like I'm far from the only person that has experienced very poor dealing with Mattress Firm.

So to all prospective buyers before you buy the box Spring make sure you ask what kind of brand they will deliver with the mattress. Because the store will not tell you what kind of box spring they will give you part of the price package (mattress and box spring). I chose Hampton & Rhodes brand but not the box spring. They let me apply for a store credit to have purchased a mattress and box spring but it's not worth it - the price they charged me - because the Hampton & Rhodes mattress is not as great than the Serta.

I learned a lesson. When buying like that make sure I insured it because in the event that I wasn’t satisfied within a year then I can return it in full credit and get a better quality that don't make noise, and watch the store warranty.

I slept with Serta queen size mattress and box spring since 1996 -2013. Believe it or not the mattress and the spring never changed. It's a great quality. I sold it to Craigslist because I moved to a small apartment and I had no choice but to dispose some of my bedrooms mattress set Because bringing mattress and box spring to move to another city is not practical so I bought a new one. So this is what I got - disappointment from sleeping a cardboard panel box spring. I never thought that My box spring was a cardboard panel underneath the mattress Hampton & Rhodes brand from Mattress Firm store.

From this point forward the communication from the Globe The Professionals Corp has been appalling. Failure to engage or acknowledge they were aware of the damage to the property. Everything has felt like I was working for them. There was a failed second delivery which also had a bubble in the bed. 3 weeks later and I am still waiting to get any sort of compensation or path forward towards the remediation of the damage caused during delivery. The communication with Mattress Firm has been ongoing but there has been multiple times where I have called to follow up and get a basic status of my order without rebuttal. After the second failed delivery they did do their best to reach out to Serta to supply a new mattress but I am still yet to hear when I will actually receive this.

Genuinely not one of these people who writes reviews of companies if I have bad service but at this point I feel so ignored and ill treated as a paying customer I can’t help but begin to try and steer people towards another supplier. It’s hard to know how they have gotten to be the largest mattress company in the US with the standard of service and products I have been unfortunate enough to receive. I understand that there is cases where one or two things may go wrong, but once an issue is escalated beyond a normal sale there needs to be greater care and attention to ensure that the customer is not left in the dark and having to beg for a bed. Not like they gave it out for free. I will be using any other Mattress Firm going forward as will anyone I am come in contact with looking to make a purchase that is as important as a mattress. Caveat Emptor.

So I called Serta. They said that because it was less than 2 years, the warranty would be covered by the selling store. I informed them that they had already denied the warranty claim. Serta said basically "Oh Well". About a week after my first go around with Mattress Firm, I get an email to basically repeat the picture taking process, using their paper measuring device. Which is exactly what I did the first time. I asked them what exactly could they not see by the pictures that I had sent in. There would not be anything that I would do differently if I re-took the pictures. I have yet to receive a response from them. Needless to say, I don't see any Mattress Firm or Serta purchases in my future. Too bad for them both, as I have a 4 bedroom house and like to change bedding regularly.

I have consulted several departments about this problem and didn't get any resolution. My next step will be to get in touch with Ted on channel 13 for some type of resolution. I checked the invoice and the model numbers on the invoice doesn't match up with the mattress that was received. This should not be illegal and against the Deceptive Trade Act. The mattress is very uncomfortable you can feel the springs.

Now I'm waiting again for the check to get through the mail and arrive to me, hopefully before they "stop Payment" again. So frustrating to have the money in my account one day, and gone the next. Very bad communication on their part. No one communicated to me that I need to verify that I have received the check. No one called or emailed to ask me if I had received it, they just took it back. 10/10 will never shop with MF again... They're a bunch of **!

I am traveling from 2 hours away and made sure I opened my schedule to meet them on the new delivery date, in which I was charged for. I was never given a call, the day before, to confirm the time in which they would deliver. Instead, they gave me a window of 8 am - 7 pm. Because I live in a high rise, we have to schedule the service elevator in advance to make room for bulk deliveries. Now, day of the delivery the same manager is saying to me that he has to reschedule me for the following day, because the delivery company did not pick up the order in time. AGAIN, another mistake by the company.

My question to the Manager was simply this, "Is my business and time NOT important to you?" He again, began making excuses for all that was happening instead of trying to figure out how to get my new mattress, that cost me more than $2000, was going to be delivered to me. Because I run a few businesses, my time is very limited. Now I have to wait another 24 hours and be inconvenienced all because someone is failing to do their job correctly. I will NEVER do business with this company again. It has been a complete waste of my time and continual back and forth for 3 weeks now with no resolution. However, the funds for the product was taken IMMEDIATELY!! If I want someone to hold on to my money, I'd rather invest it. TERRIBLE SERVICE!!!

I also call the next morning to confirm the order is canceled. I ask them not delivery, the rep verifies "NO DELIVERY WILL BE ATTEMPTED". At 5PM I get a phone call from the delivery driver, I tell him the order was canceled the night before. He says "Why did they send me all the way out here? ", then hangs up on me. I call him back and tell him not to hang up on me, it's not my fault your company sucks. So, lesson learned. This place may have good prices, but good luck getting the bed delivered at a reasonable time. If you do cancel, they will still try to deliver (probabaly at night). Don't waste your time, order from Amazon.

I started calling the 1-800 number and was told to contact a store here in San Diego. I spoke to one of the Assistant Managers who told me he'd exchange my mattress and what my options were. I had ordered a mattress called the Dalia. He informed me that I did NOT get that, which we kind of wondered about. He later called me back to tell me he couldn't help me out as the "fair" people get their mattresses from a different warehouse then the local stores do. In the meantime I'd found our salesman's phone number (which my daughter had as she too had purchased both a mattress and base). I left messages for our salesman, however, he never called me back either. I was told by some extremely rude and nasty woman, that I purposefully didn't call the "right" number which was the reason my request wasn't made within the 120 days I had to return the mattress.

Regardless of what I said, she spoke over me and was absolutely out of line and truly the ugliest person I've ever had to deal with - EVER - on the phone. She kept telling me that because I'd called the "right" number some months earlier when I'd originally bought the mattress that I "knew" who I should call and this is why they were not going to help me. When I asked for her supervisor, she told me that her supervisor would say the same thing, I told her that I still wanted to speak with her. She hung up on me. I did call back and speak with a supervisor, Henrietta, who was extremely polite and stated she would reach out and someone would be in touch within the next 24 hours. I didn't hear back from anyone.

In addition to our mattress not being the correct one, my daughter's mattress's base has not worked right since we purchased it. She has been trying to get it replaced as well. The man who installed it said it was installed backwards and that it was their cheapest base and wouldn't last a week. Both my daughter and myself purchased mattresses from Mattress Firm. We also purchased bases. My base is one of their "good" ones. Here's is a cheap worthless piece of garbage. Mattress Firm offers these bases that really are just pure junk. Unfortunately, we didn't really know exactly what we were getting until they arrived and things didn't work.

We also were told by someone at Mattress Firm that the Fair Managers would be contacting our salesman to have him rectify the problem. This was told to me on the 28th of November. I later called back to try to follow up and was told by another representative that my request was being denied because it was more than 120 days since I purchased the mattress. It wasn't. I'd been trying to get help from Mattress Firm for over a month and each time was told something different. I will be reporting this to the BBB and writing to as many organizations as I can to look for help with this matter.

This company makes a fortune every year at the fair. This year, I will personally be there to boycott the company and inform everyone I possibly can what they can expect from this company. I have contacted the Del Mar Fair office to file a complaint. I am not giving up on this. We will have to file suit if we are not provided with a mattress we can sleep on. We spent over $13,000 and have never been this unhappy with what we are now stuck with. I sleep on a blowup mattress in our spare bedroom because I am unable to sleep on the one we purchased from Mattress Firm.

I was deployed for 4 months and went back to the store to see why I hadn't been contacted by email or phone only to find out the Salesman was no longer with the company. The delivery team they used was no longer their delivery team of choice, and the emails about my claim were no longer in their system (very fishy) and either are the comments. I've tried to get in touch with someone through the 1-800 number but it's only an automated system. Now I'm out of a $400 part but I can promise you if I don't pay my bill Mattress Firm has direct access to harass me and report it on my credit. This is unacceptable!!! All I want is my part to be replaced on my motorcycle!

The rep measured an additional mattress and told me yes he came to the same conclusion, however he couldn't take it back and would have to talk to his area manager the following day and to put a blanket in the gap to fill it. SERIOUSLY! In addition at that point said return policy would require US to pay an $80 redelivery fee if we replace it, but he would take it out of his own commission. Needless to say I've had to sleep in this with my son out of safety concerns.

Following day no call, I contacted the first store and spoke with Earl and he advised he would contact the area manager personally, finally a call from Jose. As we are speaking he tells me these are handmade and can have anywhere from a 1/2 to 2-inch gap. Are you kidding me! First of all if that's the case you have to have a disclosure online and advised in paperwork so customers know what they are getting into, and you have none! This is called false advertising and is illegal!

Then he tells me the rep has been having additional mattresses measured to get one standard size, they were willing to waive half the fee and This is after I argue that I shouldn't have to pay a redelivery fee. This was a bad product, and redelivery would mean they delivered the first which they didn't. We picked it up. So Jose tells me, "Let me call my manager and call you back." Next call comes and I'm told that they can't help me at this point, it will be the same issue and they will just pick it up. All this over a fee that I refuse to pay because they sold me a bad product that's a safety hazard to my baby.

He goes over the return policy, I've read it, I'm not uneducated! It says that it can be returned if you find it is uncomfortable and doesn't meet your needs, this isn't a question of discomfort, this is a question of a bait and hook by this company... They offer you a mattress at a reasonable cost, you get it home and it doesn't fit because it's "handmade". Again no disclosure and then not only do you have to upgrade to a mattress that fits, you also are the proud winner of an $80 redelivery fee!

Next I call corporate and good luck hitting the right selection to get a human being because if you buy in store you get stuck dealing with these awful excuses for managers! I was told nothing she could do, talk to the area manager! Next I go social media and at this time I'm days into the mattress that I have to sleep in with son, we've have no sleep due to his arm and leg and part of his torso falling in the gap, and then there's the beautiful music a rustling plastic makes all night! Guess our sleep isn't important because I keep getting the, "They will call you. Just wait for escalations to call."

Finally Thursday Robert calls from escalations, asks for pics which I send and days he's going to fix this and apologizes for the awful customer service and shames the manager I spoke to. As he's reviewing pics my son's father calls, I'm in my way to work at night after no sleep on this mattress driving in the rain and he tells me that the company is there to pick up the mattress, yet there was no scheduled pick up per corporate! Pick it up, my son will have no bed at that point, NOTHING to sleep on, you show up with no refund money, no replacement and request the mattress! Finally Robert calls back after reviewing and is shocked at what's happening, says, "Why are they there? There is nothing in the system saying they are picking anything up!" I tell him, "Call my son's dad. He is arguing in front of my son with them over this," we disconnect.

At the end of the night my son's dad talks to the store we purchased from who said he will look for an alternative, however corporate calls me back and tells me not to deal with anyone else and he will handle it. Promises me a call Friday the following day, tells me to hang in there and guess what? No call today, nothing! My son is in there now woke up for the third time on that mattress fussing, I had to see the Dr today over my sciatica from sleeping on this mattress and am now on muscles relaxers and steroids. Guess who gets to work tomorrow night in pain, with zero sleep!! I do! Where is my resolution for my son?? How dare you cause this kind of problem. All over a fee I shouldn't be charged to begin with!

Let me give Mattress Firm some advice! You may want to speak with your corporate attorneys, yes I know you have them. I work corporate. You may want to ask them if what you're doing is legal. If I don't have a new mattress that fits by the end of this weekend I will be calling my attorney and you'll owe me much more than a mattress. No disclaimer, not disclosing the chance on that much of a size difference, and advertising that very mattress as 39x75 is in fact illegal and can get you into a lot of hot water. My son deserves better, now you have our money tied up so we can't even get another, and no extra to buy on until this one goes because of Christmas gifts. You should be ashamed of yourself! Now let me see how many more consumer sites I can locate, working in social media management really comes on handy!

When I purchased the bed they gave us the adjustable base for with the purchase I upgraded to the head and foot so it cost me $350.00. They also were charging an additional $99 for a delivery fee which is in their contract. If I wanted to return the mattress for a refund, they would charge me $99 for a pickup fee plus a 10% restocking fee approximately $250. All I wanted was an exchange from king to queen with an adjusted price from king price to queen price. My experience dealing with Mattress Firm left me very very dissatisfied. I recommend not buying anything from this company. Sorry for us falling victim to this company. Hopefully this will help other buyers to beware and seek other choices.