Mattress Firm

I purchased the Sealy Relax Pillowtop mattress, box spring and frame from Mattress Firm last July. When the product was delivered the pillowtop did not reach both sides of the mattress. I had just moved and have three kids so super busy so I thought I would give it a try. The mattress seemed comfortable at first but the pillowtop has been bunching up in areas making the mattress very uncomfortable.

I purchased a queen mattress/box spring on 3/22/19. The salesman "threw in" 2 pillows which were $100 each. He also "threw in" the $100 frame. I was assured that if I wasn't happy with the purchase in 30 days that I could return it. I was made aware of a restocking fee and a pickup fee. What I wasn't told was that they expect me to pay for those FREE items. They said that I am not keeping with my side of the deal. They will NOT let me return the frame, I have to pay for it and the 2 pillows. The salesman NEVER mentioned this at all. So I will be paying approx. $650.00 for 30 days on their mattress. I'm returning it because it's making my shoulders hurt. BUYER BEWARE!

Upfront I will admit that we have had two horrible mattress experiences, one with Jerome's in El Cajon, CA and the other with Mattress Firm in La Mesa, CA. On both occasions my wife and I STRESSED that we DID NOT want a mattress that would leave us with valleys to sleep in and both times that is exactly what we got. We are both in our 70s and deserve a good night's sleep. Jerome ** guaranteed that the Mattress Firm mattress would be great. NOT! Of course it was great for the first five or six months but after that - junk! We are seriously considering making signs "We Hate Our Mattress" and walking the sidewalk in front of the store.

The staff is excellent, Laural & Bill in the Hammond Store went out of their way to find the perfect mattress I purchased there last year for my daughter only to find it was discontinued... Bill sold me one close to it but was disappointed so I canceled the sale out since I wouldn't be able to get the Clairmont that I loved. They worked with me effortlessly & was extremely patient with me.... especially Laural. I was sorry that we could not find that perfect mattress but they went above & beyond to please me.

Purchased a Jennings Hybrid Plush at MATTRESS FIRM August 2018. In January of 2019 this mattress sags on both sides. Called Mattress Firm. Said I could take 12 pictures and claim a warranty or they would send an inspector out for $79.99. Sent in Pics. Received an Email stating they did not cover FLOOR MODELS! Paid $129 for 5 year warranty but did not apply. Mattress Firm gave me a number to call in Florida. Third party inspector said the mattress should be replaced. Received Email stating it came within 1/4 inch of being under warranty. Mattress Firm went CHAPTER 11 and closed 200 stores due to shoddy business OCTOBER 5 2018! LOOK IT UP ON GOOGLE FOR YOURSELF!!!!

I placed an order through Mattress Firm's chat service on March 15th. I was receiving bits and pieces of my order but missing the bulk of my order. Being a patient person, I allowed plenty of time (nearly 2 weeks) to pass before contacting Mattress Firm about the missing items. They asked me to allow 48 hours for them to get a response from their vendor, (Classic Brands). So two days later, a representative told me that my items were not in stock and my order was canceled. She also said someone was supposed to contact me about this but that didn't happen. Now I have to wait 7 more days for them to refund the account. This is such a disappointment. Now I'm left with bed rails and no mattresses.

We went to Mattress Firm here in Great Falls, Montana to buy a new Tempur-Pedic mattress for our master bedroom. There are several mattress stores here in town but what sold us was the “120 night sleep trial” and then when we got there the salesman Zachary told us that they have a 365 day happiness guarantee so we thought even better. We were looking to purchase the Tempur-Pedic Cloud-Luxe which is a very expensive mattress but they didn’t have it. We were told by the salesperson that the Tempur-LuxeAdapt was the new version of Cloud-Luxe. This couldn’t be farther from truth, there is nothing LUXE about this bed.

I have bought three separate mattresses from Mattress Firm (formerly Sleepy's)... I admit that it's convenient and if you negotiate hard you can get a good price I (never accept their first offer). But I have been disappointed three times in a row... the last time today. I ordered a new box-spring and on the phone said my building required an insurance certificate. The woman said no problem. I sent her via email all of the information well in advance and she said she would take care of it. Needless to say when the delivery came it turned out that they had never ordered the insurance certificate...and I was fined by my building.

Mattress Firm in North Bergen, N.J. was very helpful and understanding of our needs. Mr. Thomas ** is a knowledgeable excellent salesman, he help us with every question and concerns we had. We will keep this company for any future purchases and will also recommend it to family and friends. To Mr. ** thank you so much for all your help, excellent customer service!!

When we first purchased our mattress and box spring, it was from Sleepy's and they were bought out by Mattress Firm. We paid a lot of money on this set, close to $2000 at that time, and we found out it was under warranty. So we had to go to Mattress Firm to get our replacement. What we purchased in replacement was a foam mattress because the sales guy told us it was better than springs. Well here we are 2 years later filing another claim for a sagging mattress and a extremely noisy box spring. Literally 2 months back and forth with claims via email, more pictures, more angles, box spring has to be on the floor, please take a video, need a better video. OMGOSH! Seriously?

Mattress Firm has terrible customer service and does not stand behind their products! I purchased a mattress/box spring set paying $1800 in 2018 in North Carolina. Just one year later the mattress sags on both sides and at the corners. The sag marks are clearly visible and create terrible backaches. The box spring is also clearly defective with one corner totally void of and support structure.

6 months after getting our Mattress Firm bed the two front legs blew right off digging into our 8 month old floors. I called Mattress Firm. They referred me to Leggett and Platt who warranties the bed frame. Repairman came and replaced the legs and noticed the two legs that did not break were very loose as if they had never been tightened properly. I was told to call Leggett and Platt about my floor damage after the warranty repair. Leggett and Platt told me that Mattress Firm is responsible as they sold me the bed and also delivered and installed it.

I needed a mattress very bad. Not just any mattress but the adjustable. I first called and spoke with April **, she listen and gave some ideas for me to think about. Yesterday, I went in the store and spoke with April **. She really showed me all types of mattress. She was awesome and she showed that she care. I rate her the number one salesperson. I will definitely refer friends and family to Mattress Firm in Vacaville, Ca. Thank you April ** for all your help!!!

I purchased my mattress a few months ago. I had a problem with it sliding from side to side. I thought it might have to do with the bed skirt I had on it but I finally removed it... Had to actually tear it off as the mattress is too heavy for me to remove any other way. Anyways it didn't help the situation. When I called the Hanover, MA store about it they mentioned putting rubber sheeting between the mattress and stand. This still didn't help. It probably slides about 3 to 4 inches at night but it's a hassle to move it every morning and I'm afraid one of these days I'll actually fall off the bed. I'm well into my seventies so this is a big possibility. The people at the store were not willing to deal with it and say it's never happened before but now that I see all the one star ratings I only wished I had checked here sooner.

I had nothing but good things to say about the experience in the store and at a Home and Garden show where Mattress Firm was on display. I was able to get the product I wanted and am happy with the mattress and the adjustable base. As far as the delivery service that Mattress Firm uses out of Robbinsville, NJ, I would rate them a negative if it was a choice.

I bought a mattress, they did not bother to tell me about it being on backorder. I cleared my entire schedule for delivery BUT was NEVER contacted about it. When I called customer service they put me on hold 6 times for over 40 minutes, only to tell me it was on backorder and wouldn't be available for another 8 days. They offered me a free pillow! No apology, no help for my purchase. They only answer/excuse, sales did not know it was on backorder, I call **! BAD BAD BAD service and NO solution, I am still without a bed for at least another 8 days!

I bought 3 sets of mattresses from Mattress Firm. I currently have a king mattress which is sagging so I called them. The guy at customer service said to take a couple pictures of the mattress and go on-line to submit them with the warranty claim. I drive 150 miles to my condo to take the pictures as he instructed. When I log in to submit them I find that I have to take certain photos with their measuring item in them. I also need to take the king size mattress off and take pictures of the box springs and frame. I don't want to drive 150 miles and 3 hours to retake pictures due to their failure to inform me of the pictures I needed from the start.

Bought 2 L&P Adjustable Bases, King Beauty Rest Mattress from MF of Spartanburg and just had delivered. Mattress has mark on it. No biggie, I guess since it will be covered. Delivery by TL Services of Greenville, SC. Delivery HORRIBLE! Guys not only had NO idea how to connect and synchronize the 2 Bases but actually argued that it could NOT be done and have both remotes work. WRONG!!! I called L&P in the Delivery Guys presence and they said - "Of Course, they CAN!" Salesman had ASSURED us delivery would attach our headboard to the bases and remove old frame. NOT! Two delivery guys said they had 12 deliveries today and they needed to leave. Told them if they couldn't program correctly, take back and put ours back on bed.

This is the first time my husband and I have done business with Mattress Firm and for sure will be the last. We went to them for our first new mattress and had a budget so we thought we would get a good deal. The one we bought was good one but the service we had to deal with was ridiculous. We paid $1100 for this bed and was to have it delivered on a day we was off work. They had called and rescheduled the delivery on two different weeks cause supposedly their delivery truck broke down.

I ordered a mattress through their online chat for the president's sale. Was told that the mattress would be shipped so it would arrive on March 8th (so basically Adeline, the lady I talked to said she would tell shipping to hold the order until it gets shipped out on a day that would time it perfectly to arrive on the 8th. She assured me twice that this won’t be an issue). Well, the next day I checked the tracking and it showed that it would arrive February 28th, so a week before I even move into my apartment. I called the hotline, left my phone number twice for a call back but was never called back. On the chat I was told then that they had already sent out my mattress. I asked for an immediate cancellation of the order. I was told I would receive a cancellation email within 24 hours. This was on Friday. It's now Monday evening and I still have yet to receive a cancellation email.

Advertised on website if you order within certain hours, your order “Arrives in 3-5 business days”- FALSE! I placed an order on 2/19/19 timestamped 9:20AM, I received Fedex confirmation that it will arrive on 2/28/19. This is close to 8 business days!!! Will never buy from this company again!

Overall I've had a horrible experience with Mattress Firm. From the delivery being charged on me without notice to a misleading sales agent saying the a bed frame would be included with every purchase no charge. I have phone conversations and also emails between the salesperson and I confirming there would be no restock, no delivery charge, pick up charge or administrative fees if I was not happy with a purple mattress I bought. Mattress came with a special event sales giving customers supposedly a free mattress base. The sales person repeatedly told me that I was to keep the base. It was not returnable. There would be no charge for it and that I had at least a hundred and twenty nights to enjoy the mattress. If I found a mattress to be uncomfortable I could return it for a full refund. The adjustable bed base would be mine to keep.

As a consumer, how comfortable the bed would be was not the only selling point. The other selling point was making promises and being assured that those promises are kept. The sales rep clearly stated we would get headboard brackets and that they would be installed. However, this did not happen. Our bed was delivered December 11, 2018. The person who delivered and set up the bed had no knowledge of the brackets so they did not bring any. We phoned the sales rep that we were working with and he promised he would order them and have them delivered and installed. A week or so later the brackets were scheduled for delivery but we weren't going to be home. The person who was to deliver them said they could not leave the brackets on the porch. So they were sent back.

I bought an Extra-firm mattress in Mattress firm in Port Chester shop on last March. But just a few months later, it already has hole in the middle of the bed (just one person used). I went to the shop where I bought it. The salesperson don't want to help to resolve the problem. He sent you to the customer service center. I took the pictures as they asked. You can see there is 1.5 inch dent in from the photos. But they said it meet the factory standard. They don't exchange the faux mattress for you. The message they gave you is that they don't take any responsibility on their merchandises as long as they are out of their door. Stay away from them. You will be away the nightmare.

Bought a $949.99 mattress and in less than 2 years starting breaking down. Went to store with paperwork and was sent back home and told to handle the warranty online myself. Very hard to deal with this procedure, took a couple calls and emails to get results. It’s like they try to make you never to want to deal with them again.

I am now forced to deal with, yet again ANOTHER DEFECTIVE MATTRESS from SLEEPY’S/MATTRESS FIRM... We are on our THIRD mattress after the first TWO were deemed "defective" by a third party inspector and consequently returned/exchanged. I cannot even begin to describe the physical/mental anguish both my wife (140lbs) and I (210lbs) have endured since purchasing our 1st mattress from Sleepy's nearly 10 yrs ago. Make/Model of Current Mattress: BeautyRest Phenom Crossover. Size: King. Price: $1,500.00

Got a bed for the second time in less than 1 year and it has given me nothing but backaches. First one did the same thing so I exchanged it for another one. Not happy spending $1200 for something that gives me restless nights.

I have no complaint with my >3000$ Beautyrest mattress/boxspring/frame that we purchased a month ago at Mattress Firm in Pittsburgh. So far, the mattress has been quite comfortable. My complaint is that with a mattress set of this expense, I was surprised to find that Mattress Firm charged us 100$ for delivery. Maybe I am expecting too much, but it seems that with a purchase of this amount, delivery should have been free. I am sorry that I didn't just refuse to pay delivery and see what happened! Try that, is my advice to anyone buying there.

I purchased a Serta IComfort mattress for my daughter less than a year ago and it's falling apart. I contacted mattress firm about the warranty and because they sold me a mattress without a law tag they refuse to replace the mattress. They take no blame in selling me a mattress and not honoring the warranty. I will never shop there again.

Extremely frustrated with the lack of customer service this company has. My wife and I bought a mattress at the state fair of Texas September of 2018 with the "120 day guaranty" and had our mattress delivered after giving the mattress 45 days like they told us so it would break in. We decided to contact our sales rep Parker ** on November 19 2018. At 1st it went well then the excuses started coming. We decided to go with the Victorian so Parker ok'd to deliver December 8 2018 then he said that they couldn't deliver on the 8th of December and would get back to us. Text us again and said the Victorian was hard to find and wouldn't be able to exchange. He said he could deliver the Victorian on January 5th with a 2 hour window.