Mattress Firm

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!!!

I had a wonderful experience with Mattress Firm in Sugar Land, Texas. While my husband was hospitalized I decided to purchase a mattress. I wanted the entire process to be completed by the time he was discharged. I was probably their most decisive customer because I went in and spent much time looking at and lying of various mattresses. Finally I made a decision and completed the sale. The delivery and setup was completed as planned.

My purchase - Sleepys mattress from Mattress Firm, Colorado Springs. My purchase was in March 2021. In less than a year it sagged and has been miserable. I went into the store and complained. They told me that they do not cover the warranty and that I have to contact the company Sleepy’s that handles it. They said it would probably be hard to get it covered because I also lay back against pillows in the evening. The store gave me a link to contact Sleepy’s to file get warranty form. That took me in circle after circle to get to the complaint which didn’t happen. It just said that I would be contacted.

I have to give my review here since it is unbelievably bad. I purchased mattress April 20 and now it is May 16 but they haven’t done delivery COI with my building yet. (To be fair, another data point is my moving company get COI done within 4 hours). The worst part is that they never do what they promised. During these weeks, I have emailed them around 10 to 20 times, and called them over 5 times, each time they promised me it will be done soon but never happened.. They did an attempted delivery on a wrong date, and ignored my COI communications. Over these weeks, I have talked to customer service even warehouse guys but none worked. Once they told me that COI is done, but when I talked to building, they never sent it out. I am not sure what makes delivering a mattress so challenging for them. During the call, I even offer to help several times, each time they assure me it is fine while in reality, they just don’t care about it that’s why it is fine for them.

Made a purchase on a couple of mattresses. Called to cancel order due to financial problems. I was told it would be 3 to 5 days for the return of funds. Called the next week and was told 7 to 10 days. Still waiting on the return of funds, It has been 16 days now (12 business days) and still nothing. They will take your money real quick but it's a headache to get it back. Real friendly staff but the financial department needs some help.

IF YOU WANT SERVICE FOR THE LONG TERM, I WOULD NOT RECOMMEND THIS STORE!!! I purchased the top of the line ($1,400) adjustable base less than 5 years ago. In January the remote stopped working. I tried changing batteries with no success. I did not purchase a warranty because I was buying the best. I was never told if something goes wrong there is no way to fix it. I have been to this store 3 times. No one has helped. I am on my own. I spent a total of over $4,000 dollars. My bed is not flat, I am not sleeping well and it has now been 4 months.

Have phoned them 20 times… Forget email they never respond…. Bought thousands of dollars of mattresses and they have owed me a $3200.00 refund for a month… They put me on hold for 55 minutes couple of days ago and promised to overnight a check but of course no check once again. Run from these dead beats…