Mattress Firm Reviews

Defective products, warranty not honored or you have to pay 250 per defective unit. You'll have to pay extra for the company to bring new product to replace the defective and the cost of the shipper as well. If you got a zero percent deal and need to use the card you lose the rate. The process for a claim is super frustrating. The credit company Synchrony is not much help either. Not getting anywhere is a refund. You won't get a sale or deal with an exchange either. The company is nothing but dishonest and Fraudulent. You'll be left with defective products that you have to pay extra for to get replaced. Est. 1000 dollars extra for exchanging.

I'm DIANA, I GOT A BED IN SUN CITY CENTER Blvd. A NICE MAN NAMED TIM REALLY WENT OVER AND BEYOND TO HELP ME WITH MY ORDER. I AM VERY SATISFIED 😊 They put my bed together for me which meant a lot because I AM in a wheelchair. I recommend everyone to go-to MATTRESS FIRM!!! They really did a wonderful job. At the store delivery and setting up the bed I got!!!

Well they saw you a garbage product and then they make you wait a long time for them to fix it even though the product itself is just crap and cannot be fixed. But they're not going to offer you every fun. No. They're not going to. They're going to make you wait and wait and wait and wait with no bed. So if you feel the way that I feel you should reach out and perhaps we can all come together and fix this problem.

The delivery guys showed up and told me their truck was too big and they would be at my house until 10:03 am to talk with me. At 9:57 am, I made eye contact with the delivery guy as I walked down my driveway. He jumped in the truck as the driver sped away. I called to tell them I had two pickup trucks and two workers at my house to help. The dispatcher told me they would return in one minute. The delivery app set a pin on the truck, which was parked literally in my backyard! They stayed parked in the truck for at least 20 minutes, while the dispatcher told me the truck was too far away to return (it was parked in my backyard).

Great experience today with the delivery of our new mattress and frame from Mattress Firm. Isak ** was professional and kind!! On time and did an excellent job. He was quick and considerate of our home and worked hard.

I purchased 2 mattresses, 2 mattress bases and an adjustable base. The people who delivered the mattresses had no idea how to set anything up or we were sold the wrong size. Never got a clear answer. Sent one base back with the delivery drivers. Found out the adjustable base won’t work with our frame. They left it for me to set up by myself which was not possible for me to do alone, heavy and complicated. The people who delivered assured me that I’d have no problem. Finally got the adjustable base set up and it only works intermittently. Can’t file a warranty claim because it requires a picture of the base and I’m not strong enough to lift the mattress off of it. I called the store and an unhelpful employee just referred me back to the website. I’ll never buy anything here again. Nothing but problems.

Went into Mattress Firm in Muncie Indiana. The guy there would not show me anything but a 14,000 product. Why would anyone spend 14,000 on a bed. Needless to say, I am never going back. There were more options there, but her refused to show me anything else.

Edgar ** was very nice and patient with us! Great service and delivery and took our old mattresses and waited for us to be out of our rooms before starting the procedure. Thank you for the help, him and his partner were very nice.

We ordered mattress. When we placed order we were told 9 weeks for delivery. We agreed and paid full amount. After 9 weeks we received a call saying your mattress will be delivered tomorrow. You are number 6 on the route. We waited all day. Finally called customer service. Gentleman named George from local store said let me find out and let you know. Hour passed by and no word. So we called back. He said he has not heard from warehouse. We asked can you call. He said I don't have their phone no. I can only send email. Next day they said your order is cancelled.

Purchased a mattress and adjustable base with warranty and the bed is now sagging. They said that it is a common issue but not covered. I will not recommend to another person and see them get this type of service

I purchased a Purple Mattress. 10 yr warranty. After 6 yrs spring broke through causing rip. They voided my warranty due to defect in mattress causing rip. You will never find anyone to speak to in warranty department. Email with no reply is all you get. Store can't help either. Not accredited by BBB either. I will never shop at Mattress Firm ever again. Try and find someone to contact in warranty dept I challenge you.

We went to Mattress Firm on Independence in Springfield, MO to purchase a queen mattress for our guest bedroom. Scott was very knowledgeable and was able to guide us to mattresses to try out given our preferences. We are very happy with the customer service as well as a sizable discount. Give them a try. We'll be back to update our California King bed one of these days.

Based on an online ad I decided to buy a Sealy Posturepedic® Elite Hybrid High Point II 14" Soft Mattress King from Mattress Firm. Long story short, the price at the store was higher than the price on the ad. I wanted it though so I bought it anyway (it’s awesome). But it bothered me that the ad was deceptive so I wrote an email to Mattress Firm corporate. Two days after I sent it they called. We had a great conversation, they made a couple of good points, I made a couple good points and at the end of the call they said they said they could see my side of it and sent me the difference. I am impressed with their response, most huge corporations wouldn’t bother.

Purchased a $4000 Beautyrest black plush pillowtop. When delivered I called the store immediately because I just could tell this mattress had been used. Tags were hanging off and corners were bent down. The mattress rather than being firmer than the one in the store, was much, much softer like it had been broken in. I tolerated it for ten days but my already inoperable back was getting worse every day. I requested a refund and my salesman arranged pickup no problem.

It's really annoying to discover that warranties exclude floor models, display samples, or clearance and outlet bedding. Regardless of where the purchase happens, a brand should back its products. I bought the mattress on 07/06/2017, and it cost over $1,000.

You cannot trust all of these reviews. Before I filed a warranty claim, I read how difficult it was for The Mattress Firm to handle PURPLE complaints. Turns out this was Bull**it! My issue was handled in a most professional way, not problems at all. Offered great choices of replacement mattresses since I did not want another PURPLE. Made my choice, scheduled delivery and everything went smoothly. Delivery was professional and on time. To cap it off, they threw in a pillow since my choice did not come up to my allowance. Great firm, highly recommend them!

Hi there! Had a good experience with your sleep expert Matthew. He gave us a lot information about mattresses, how we can choose right one, helped made right choice and finally did all paperwork. I didn’t know, how many efforts need to be done before, but all information was helpful and we got our mattress just on next day! It was amazing. Most important - we can tried products just our hands in your store. Most products what we buying today - just blind purchase, a lot of just returned. I don’t like it. Why I prefer live store. Thanks for your business and special thanks, Matthew. God’s blessings!

NO STARS! Do not buy from Mattress Firm. My husband and I recently visited a Mattress Firm in hopes of finding a replacement mattress but also wanted to compare a purple mattress with a Sleep Number. We received our quote and decided to purchase two Purple pillows as the salesperson reassured us that if we didn't like them we could return. Well, you know the end of the story. Despite Purple's return pillow policy, Mattress Firm does not hold to those same standards. We were lied to and after two unrestful sleep nights we are now stuck with 2 pillows that cost $437.24. Shame on you Mattress Firm and of course shame on me for trusting a salesperson.

My experience at Mattress Firm was below par on all levels. My price range wasn't respected and I was treated like a child. The manager at the store, Craig, is very pushy, condescending and cold. He is only concerned with the "sale" and his little Google reviews. The bed I purchased was a Sealy with the lumbar support. I have never experienced back pain in my life and the lumbar support when lying on the one I have in my home has a hump in it that hits below S1. This mattress comes folded in a box...and I am expected to walk on it every day for 60 days?

The worst customer service in the world. They put you through hell to get your money back for an order cancellation. They refuse to speak with you and only use chat AI. Don't buy from Mattress Firm. You will regret placing an order.

I purchased a mattress and frame and paid 150$ for set up. I made the purchase on a Friday. I was promised delivery on Saturday. No call no show. Then I was told Sunday. They gave me a 12 hr. window. They showed up at 730 pm. They refused to set up the bed then the delivery team went back and told their boss that I said Racial slurs to them. Now I'm out the 150 and I have to hire someone to put it together.

Had a good experience with the store manager. He helped me find a line of mattresses that worked for me. If I just rated the store staff, I would give 5 stars. The delivery I rate a 1. They were lazy, forgot my pillows, and made up excuses so they wouldn't take the old bed.

8/21/2025 I purchased a BeautyRest Pressure Smart 2.0 Firm mattress on January 17, 2024, after having back surgery the same month. The mattress is already falling apart and sagging. I unfortunately removed the tag and have misplaced it. Mattress Firm has denied a warranty claim without the tag even though I have my receipt and they have the record of my purchase. It was a $1000 twin size mattress. I understand it's my fault for misplacing the tag, but regardless, the quality of the mattress is garbage for being only 18 months old. I highly recommend staying away from Mattress Firm. The manufacturer told me that Mattress Firm could make an exception in my case but Mattress Firm chose not to. Beware if you happen to remove your tag, put it in a SAFE place.

I am writing regarding a serious issue with a mattress I purchased from Mattress Firm (floor model Purple mattress) at your Port Jefferson location in June. The mattress was delivered to me approximately two weeks after purchase. Within a week of use, I began developing severe bites all over my body. I have since seen a dermatologist four times, and I have now been diagnosed with scabies—something that could have been living in the mattress. I live alone, have no outside exposure that could have caused this, and the timing aligns directly with the delivery of this mattress.

Needed a cheaper firm mattress that hopefully would last a couple years. Did not even last three months. Mattress Firm wants to do nothing but keep your money. They charge a $250 restocking fee. After going through the claims process, uploading pictures and jumping through all the hoops, Then Dan says they charge another hundred dollar fee to pick up the mattress and the remaining can be used to go towards another mattress. In this instance little over 100 bucks. Called customer service. They said I had to wait 129th sleep trial before they could do anything as far as an actual warranty goes. Then she told me the same thing. "Mattress Firm will not refund your money ever." They don’t stand behind their products.

We went into the North Bannock store in Denver and had the absolute best experience with our salesman, Noah. He was not pushy, well educated with anything my wife asked and she asks a lot of questions. He told us that he always takes care of his customers and he did that, he went above and beyond and was so professional and honest. Noah’s communication is top notch. This is our second mattress bought at Mattress Firm and we love them both! Highly recommend your business and most especially your salesman Noah!! Take good care of him!

Bought a Purple mattress for $1500 with a ten year warranty, it started sinking on one side, file a claim they denied right away, even though the pictures I sent clearly show a defect. They seem to always have some kind of excuse to deny your claim.

Store address is 11633 W Broad Street Shop 6-8 Henrico VA 23333. Store Manager is **.The worst company I have ever seen in my life. They deliver to the wrong address and make no effort to correct their mistake. Stay away from this company and complain directly to the Consumer department.

I purchased a mattress at Mattress Firm at 74th Ave. and Bell Road. The mattress I selected was $1100, but was on sale for 50% off so I paid the 550.00. The set up fee plus the tax which came to approximately $934.00. The Mattress had early stages of sagging, so I went to the store in order to make a return and purchase a little better Mattress. The salesman told me that I would have to pay full price for another mattress because it was not on sale, The Mattress I found that would work for me was $1500. They would give me $450 credit and I would have to Pay an additional $650 plus tax, so my $550 mattress just went up to $1150. Absolutely no consideration for the fact that I purchased the mattress at 50% off.

Do not buy a mattress from Mattress Firm. There is no warranty coverage despite what they advertise, market or tell you. I purchased a Beautyrest mattress that sagged excessively after 6 months. Mattress Firm assesses sagging using a test that is guaranteed to NEVER expose any sagging, despite the very noticeable feel of the mattress when using it. It's a farce and they are misleading consumers and will never honor this fake warranty.