Mattress Firm Reviews

Just had my new mattress delivered by Pepe and Diego. What a great experience. Both of the men were professional, friendly and explained in details the maintenance of the mattress over time. Thank you Pepe and Diego for your service, support and positive attitude in helping customers with their new mattress. Mattress was purchased from Santa Fe NM Cerrillos Location on Feb 19, 2023.

On 10/19/2025, I purchased two mattress same brand Frisco 2.0 Medium Euro Pillow Top Mattress (full and queen). The sizes/measurements of these mattresses don't correlate to the bed frames, they are smaller and don't occupy the whole bed. The sleep expert (L) in Everett Store 1130 Southeast Everett Mall Way, Everett, WA 98208 who sold me this brand stated that it was very firm. I slept on the mattress in the store and felt it was firm. It was delivered on time and when I slept on it was terrible, my body hurts, purchased the Queen for my mum and she says it is the worst mattress she has slept on. It sinks in when she is sleeping and she now sleeps at the ends or alternates where she puts her legs. She adds some form of stuff on it to feel comfortable.

My mattress started developing sag spots within months. First one they opened a claim against the warranty. They requested specific pictures that I provided. Long story short, they closed the claim on me! They are telling me there is a yellow stain, which is impossible. I have a padded mattress protector, a "pee" protector (senior dog), and a regular sheet. They argued with me about the stain! I threatened to do a chargeback on my credit card. I had to hire a handyman to remove the mattress per their photos request - that cost me $50! I am almost 67 and am not able to lift a lot (old back injury). The corporate website has a web page for contacting them, however after 3 times, they never called/emailed me. Customer Service agent was rather "alpha-ish" on my calls with them. They patronizingly opened a warranty claim only to be closed by them unbeknownst to me. STAY AWAY!

Worst mattress I have ever had; previously had a BeautyRest bought at Mattress Firm which was great for 7 years. This one; they said was comparable but 1" deeper (no issue). The sales rep was horrible; push, push, push, and I mean not "plush". Online rep just wanting sale and promising big if I didn't like it and told lies. Can't get a response from BeautyRest or MattressFirm; don't even consider buying from MattressFirm; bad experience.

I bought a $1100 mattress 5 yrs ago. It started sagging. My back very sore. I filed warranty claim. They offered me 20% coupon for purchase of new mattress. I already bought new from another company. They aren’t offering me cash. Beware of warranty policy.

I am very disappointed with this company. I was looking on-line and just wanted to price a mattress and box spring. I had a chat with Alexandrea, I told her what I was looking for. She gave me a price, when I asked for a link to see what I was going to purchase (I wanted to see what the mattress and box spring were going to look like) she tried to get me to buy the warranty, sheets and everything under the sun. She asked for name and address. I never gave my credit card information. when I clicked on the link. I only saw the one mattress, she said she misunderstood, and placed the order without my permission.

We purchased two open box Tempur-Pedic ProAdapt Hybrid mattresses, and waited at allocated time for delivery. They never showed, but claimed that no one answered the door. Also, we left the garage door open while waiting for this delivery. They counted it as a missed delivery, so we re-scheduled. While waiting for the second delivery attempt, again a now show. When we called, they said they sold our mattresses to someone else, and were trying to force us to buy new mattresses at more than double the price. They refused to resolve the situation, other than wanting us to pay more money. Complete scam.

Not satisfied and I will not buy it again! 100 percent the policy no good too. It’s like scam. 3 months trial if not satisfied. I thought you can exchange without charge. Poor explanations. No one will repeat customer.

I had to cancel a mattress delivery from Kearny Plaza located at 196-230 Passaic Ave, Kearny, NJ 07032. The customer service rep. did an excellent job in helping me with the cancellation and explained the other options to me very well. He canceled my order and was very understanding about. He understood why I had canceled. Because of my building delivery issues, I had to cancel the order. Thank you, **.

The mattress is 9 months old with a 10-year warranty. I spent $3,000 for this mattress and a frame. The mattress came with a 10-year warranty and it was the firmest mattress you could find. It's already sinking, the edges have no firmness, it's one of the worst mattresses I've ever purchased. I called about the warranty and they want me to access the site, printout measuring devices, take photographs and send all this back electronically. I do not have access to do that. The only other option they gave me was to pay them $79.95 to have somebody else come out (a third party) and then tell me it takes 5-6 weeks for them to come back with a decision.

TEMPUR-PROADAPT MEDIUM HYBRID MATT V000246968 KING. Bought 4-24-2021. Was going to return it. Didn't feel like the one I laid on at the store. Was going to replace with a different one. Was going to be restocking fees, pick up, delivery+++ etc. So figured maybe just needs broke in. Didn't want to be a pest after spending $4,974.92. Yes choose an ease adjustable foot and head zero g for $799 then Tempur-Pedic brand frame for $1,400-$2,300+ without being told would void my mattress warranty!!!! Maybe got a year sleeping on bed till could not sleep on any longer without hurting everywhere. Been sleeping on the couch for the last year. Only now we have had it for about 5 years and sagging spots but can't claim warranty because didn't buy their frame. Read the terms. Don't get the short end of the stick. Feel will never buy from again.

They lied to me about the removal about the frame. I was very explicit about what I had and was assured it would be removed with the old mattress. Now I have to get a handyman to remove the frame.

Very pleased with the service / delivery on our new Bed! Sandie was super helpful and had questions calling and other associates helped right away! Highly recommended!

Last week my wife and I went shopping for a new bed at Mattress Firm. We were greeted by Winston and he happily asked us mattress preferences/questions and put our answers into a Mattress Firm program that gave us best matches of beds. Winston was very patient and took all the time we needed to have us lay on each bed and determine if we liked it or not. And if not, we moved onto the next bed, and the next bed. Eventually we found our new bed and Winston was able to order it and we got our new bed delivered and set-up 3 days later. We were very happy with the entire process and Winston was fantastic. We LOVE our new bed. Highly recommend Winston at Mattress Firm! Thank you again!

I won't buy a mattress from Mattress Firm again. We got a Mattress only with the bundle of two pillows and sheets. We paid for one pillow, because the bundle did not include the pillows he showed us. The President's Day sale says you get the mattress and a bundle (2 pillows and sheets set) and a $300 Visa card. We did not get the Visa card of $300. The sheets are horrible and I called to see if we could get different sheets and they said no. But if you come in they can give us a discount on other sheets which we are not interested in spending more money. We spent over $2700 dollars. Very disappointed in Mattress Firm will not go back there again.

If there was a zero I'd mark that. Wish I would have read this before we bought the bed - my fault. To summarize it was really the fact that after I submitted a claim, and it was denied, they cut me off 100% on line and via phone. When making the claim online there isn't anywhere to document a concern. Just send in pictures. They think everyone has the same bed with a box spring, my client did not have a box spring so I had to put in another picture of the sagging bed or it wouldn't move forward. I didn't meet their criteria but again, not able to communicate differences.

The manager ms. ** was so pleasant to talk to. She really helped me get the right mattress. I will recommend every one I know to visit the Kenner store branch. I never encountered someone who really cares about the customers like she does.

I definitely do not recommend anyone buying from this company Mattress Firm … They offer you their credit card, and of course, they're always looking out for their own interests, never yours. I bought a mattress, and the next day I wanted to return it, but they wouldn't answer the phone. I went in person, and they told me I had to use it for a month. When they finally processed the return, they charged me an extra 350 plus 200 supposedly for insurance that I never authorized. They are professional thieves who take advantage of poor people. ☹️ Please, never buy anything from them. They never even wanted to talk to me to try and resolve the issue. ☹️

My house was badly damaged by delivery. Company admits damage but won't contact me. On my way to court to get damages repaired. Ripped off side and legs of dresser and broke everything on it when dresser tilted.

Like another customer said, if I could leave a negative review I would. Customer service in the store was fine. The mattress is fine. However, paying for the mattress is a NIGHTMARE. If and I say IF you receive a bill in mail it is after your due payment so you owe a late fee. The Synchrony Bank website is an absolute nightmare. The Chat system does not work, waited over five minutes and then gave up. The phone in system to talk to an operator requires a wait over 30 minutes.

Beautyrest 2.0, 11.75" absolutely worst mattress ever owned. 2+ inch deep by 3' around sagging dips at knees and by head neck. I weigh about 160lbs on a king size bed. Went to trash in under 6 months. Spent $2000.00. Stay away and run from this brand. Severe back pain everyday. Warranty is going nowhere, submitted pictures with yard ruler level and tape measure. Just a pain and painful waste of money. Run from this brand at all costs. -Receipt shows personal info so I omitted it-

Unless you like sleeping on 'sand paper' don't buy Sleepy's/Mattress Firm's 'silky' sheets made with a blend materials. They are silky smooth for about a month and that's it. The warranty process makes you jump through hoops! Junk! My receipt was discarded after the 2nd set I received via the warranty. Performed the same way- as pictured.

If I could give a negative star I would! On December 20th I ordered a mattress pad, mattress and free adjustable base, I picked Jan 4th for delivery (earliest delivery date available). I received confirmation with my delivery date, delivery time 9a-9p.... because I did not pay for "white glove service" I could not have a scheduled time. It was very important that the mattress be delivered on this date as my husband is having surgery the following morning.

I bought the 12-inch hybrid Chime mattress, and it was a huge mistake! This mattress is the worst! It is hard, lumpy, HOT! and super uncomfortable. How anyone can actually sleep on it just boggles my mind. I should have went into the store first before just buying online. I should have known the price {$900.00 OFF} was too good to be true. And then the link they send you to post a review doesn't work. Imagine that!

I had a fantastic experience at Mattress Firm in Midlothian during the Black Friday sale, thanks to Courtney, a kind and helpful salesperson. She was warm and welcoming, and dedicated to helping me find the right mattress and adjustable base to help ease chronic pain. Courtney put together a custom outlet package that was perfect for my needs. I ended up spending more than I'd planned, but an awesome Black Friday deal made it worth it. I appreciated that she was never pushy, just genuinely focused on figuring out what would work best for me.

Very disappointed. Mattress Firm complaint, I ordered a top of the line Tempur pedic mattress and top of the line base. The problem started because they would not take my headboard off old frame, so I had to hired someone to be here to take it apart and put a headboard bracket on new base, so I could put on my headboard. Received an email that they was on their way, so we moved the mattress out on the concrete to help them not have to go as far and so they refused to take my old mattress. Claimed it was contaminated, they could have looked at my surveillance system and seen the time stamp that it had just been moved. I wondered what other excuses they would have to not honor their warranty, so I refused the delivery.

I am compelled to issue a serious critique of Mattress Firm due to an alarming level of service and product quality. The mattress delivered were of unacceptable quality, and the base was never even delivered, yet I was still charged for both TWICE. Despite the company’s own representative admitting that the product was not properly assessed before shipment, the items were still dispatched. This negligence not only led to immense dissatisfaction but also posed a significant health risk.

Purchased a Beautyrest Simmons/Sealy mattress and adjustable base 15 months ago. For the past 2-3 months, I have woken up with back pain bad enough to need physical therapy. You can clearly see the mattress sags on the side I sleep on. Went to the store and was shocked to find that they expected the customer to do their job of measuring the sag. He gave me a tiny piece of paper with numbers on it. Measuring my side showed a dip of 2, measuring the other side of the mattress showed 0 (zero), which tells me there is a dip. My claim was denied—I am extremely unhappy with the mattress and their disinterest in helping customers sleep comfortably. I will never use Mattress Firm ever again.

The person at the store selling the mattress was excellent. However delivery is another story. I received a text stating the mattress and platform would be delivered in 10 minutes. So, I went to the door to wait for them. Well, the product was already delivered, left at my front door with not so much as a knock on the door!

Bought a very expensive mattress here and have been trying to find sheets. The sales person swore these sheets would fit my bed. THEY DON'T!! And the nasty person I saw today said they could not be returned once opened. How the heck do you see if they fit your bed if you can't open them?!? DON'T BUY FROM HERE!!! They obviously don't stand by their products or know if they even fit their mattresses. I'm stuck with a $160 pair of sheets I can't use, they literally stretch across my whole room, wasted money and time on these people, DON'T BUY FROM THEM!!!

Don’t do business with this company; it’s been one issue or another with delivery. I purchased the mattress in December 5. It has yet to he delivered. I spoke with them on the 13th and was told the item was sold out, and they would receive more. Now it’s Christmas Eve and I still have not heard. Their “customer service” phone never answers. They are a horrible company - don’t do business with them.

I am unhappy my husband with a bad back had to lift this bed, but I paid $150. The men wasn't that friendly, tried to leave trash behind, refused to take my mattresses, and definitely not coming back. It was a awful experience, mattresses didn't come on a Sunday like it said in my email, it was Wednesday. It should have been so easy. But instead, the people that came out and said we have rules to follow and mattress, they refuse to take the mattress. They didn't do me right. An amazing man at Mattress Firm, a manager told me to call him if I need anything. I will today, don't feel I will be. It was awful experience. I included a pic of mattress, how I have to live now til I can find a way to get rid of mattress. I give it a 2 because of the gentleman I talked to in store, he's the only reason not satisfied at all.

I am so angry with Mattress Firm and this crap bed they gave me. The first couple weeks it started to sag in the middle. Now I can’t get sleep and my back hurts. I bought the damn thing to help my back. If I could light this thing on fire in front of the store I would. Worst place ever.

We had a misleading sales experience at Mattress Firm that future customers should be aware of. We purchased an open-box mattress after the sales associate, Noman, explicitly stated that the mattress came with a 120-day trial period. When we expressed hesitation and said we wanted to leave and think about the purchase, he reiterated the trial period and encouraged us to go ahead, telling us we needed to give the mattress time to break in before we consider refunding or exchanging. At no point during the sales process did he disclose that open-box items are treated as final sale with no returns or refunds. In fact, the open-box option was actively recommended.

Mattress Firm is a bad company. Their claim of complete customer satisfaction is false. Once they get you past the 120 day try out period you are screwed! I have a split King Mattress Firm brand mattress that is a little over a year old. It is full of lumps and stiff as plywood I started communicating with them when it was about 5 months old. I had thought the tryout period was 180 days. Any leeway? Hell no! You're on your own! I tried filing a warranty claim on the so called 10 year warranty. It was denied saying there was nothing wrong with it. Really? Try sleeping on it!! So I am out $1799 for a junk mattress that is going in the trash. I bought a new one at Sam's Club, a Sealy Posturepedic Euro-Top for $600. I should have done that to begin with. They give you a year to try it. Cheaper price, Better mattress, Much better customer service!! Stay away from high priced mattress stores, especially Mattress Firm!

Terrible mattress. Also year interest free a Terrible credit deal. If not paid out in a year they add interest and then charge you interest on that interest each month. Had to put TWO additional mattress pads on bed to make it minimally uncomfortable.

I bought an Intellibed Midnight king size years ago. I was going to replace it recently and went to measure the dimensions. They did not match what they were promised. They are supposed to measure 76x80 but only measure 73x75 as depicted in the pics. I paid 6k for this bed. I'm unable to reach any escalations team so I'm here instead.

First of all let me say that the customer service that we received online and in-store was EXCEPTIONAL!! 5 STARS to both Jason (online) and Kenneth (in-store) that went way out of their way trying to make our experience a positive one. Unfortunately the product quality is where things went South. We originally ordered the "Sealy Posturepedic® Elite Brenham II 14" Ultra Firm" mattress hoping this was the right choice. The mattress felt great and was very comfortable. The problem we had was the poor workmanship manufacturing the mattress. The top cover was so loose that it moved when we moved in bed. We held out hope that we would receive a replacement that was not defective. We finally gave up after the 4th mattress, yes four.

Run from these people. I have not received my $500 refund in a month. I have called them at least 20 times and am told the check is on its way. A month later I received nothing but lies and excuses. They have no district manager or corporate office. I was able to obtain the corporate office number from the Better Business Bureau. I also filed complaint with the Attorney General’s Office. Please run as fast as you can, they are liars and shady. Read the reviews on the Better Business Bureau reviews site. I have a appointment with a lawyer this week. If I can save anyone from a terrible ordeal with MATTRESS FIRM, I will.

I bought a Sleepy Elite bed base - with message etc... Its' trash and it cost 2000.00 - warranty came out and said the design is bad and I should try and exchange. Motors are very cheap and super loud. There is no way to fix them according to the warranty company. There is no customer support by Mattress Firm either. They only have Sales people and no one with any expertise - Called 8 times and spoke to 8 incompetent people.