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Reviewed Aug. 18, 2023
Ordered a 5 inch box. Spring Mattress box came without Springs. False advertisement. Refuse to offer refund or to take back charging $217 return shipping. Playing games. No one to contact. Credit card disputes the charge And they recharge again.
Reviewed Aug. 14, 2023
We got a mattress from Mattress Firm. The guy was way more than happy to help us. We got the mattress and got it home. Our few nights on it have left us more achy than we were before. So we decided to start looking into returning it. We did the math and found out it was going to cost us over $1000 to return it with all the fees. What the hell? We were not told about fees and we specifically asked what it was for returns. Of course they didn't give us the info upfront. Screw you Mattress Firm.
Updated review: Aug. 13, 2023
I received a call from my sales rep and he has been able to very satisfactorily resolve this issue for me. I am very pleased with the customer service I am now receiving.
Original Review: Aug. 13, 2023
I am another very upset customer, would give five minus stars if I could. The adjustable base is non-returnable, non-exchangeable, therefore non-refundable. The salesman did not explain this to me before I signed my order/receipt. He says he told me while I was choosing a mattress - likely when he didn’t have my full attention and he was talking fast …’10% charge for an exchange, 20% for a return for restocking the item’…but I didn’t hear anything like “except the adjustable base, which is non-returnable.” Why would I sink $1600+ into an item I had never tried or used before, unless I thought I could return it? As he entered the items into my order on his computer, he DID NOT say the base was non-returnable. If he had, I would have said “Take it off -cancel it. I’ll take the traditional mattress foundation.” They know this would happen >95% of the time if they were upfront (communicated directly) about the no return policy.
My husband doesn’t like the base, and I haven’t broken the bad news to him yet. That won’t go well. It’s supposedly all my fault because I didn’t read the receipt. When complaining to an assistant manager about this on the phone, I said “I can’t be the only person this has happened to…or two…or even three people.” He replied “No, there’s about a million” or “around a million.” (Like they’re keeping count). I said, “A million?!?” Then he realized he had slipped up & he blurted something to the effect of that being an exaggeration. Quite an exaggeration, I would say. I’m researching the topic ‘class action lawsuit.’
Reviewed Aug. 12, 2023
Their mattresses are NOT even the brand name they say they are, cause I bought those ridiculous platform-type beds, it's a shame you can NOT find a box spring & mattress anywhere anymore. That is so pathetic. Anyways if ya don't pay it as "90 days same as cash" then you paid 3 times what the mattress is even worth, that's if it's even of quality which they are NOT! WE paid it in full within the 90 days. Though a $1000 was not worth the price, the mattress went haywire, had large indent of our body that it wouldn't come back to its original state, this was a 10 guarantee, within the first six months of having their garbage for mattress I've gone through 4 replacement mattresses!! And ALL was absolutely garbage.
I was not doing a 5th replacement so I just took the mattress back to the store and told them "Here's your garbage you left at my house." They weren't happy of us or anyone who paid their loan of in 90 Days same as cash. Cause they lost almost $2800 or more. DON'T let them talk you into it. They're ALL the same, same lender they go through!! The guarantee may sound good but in my view, it's another legal scam!! I went to an estate sale and got a practically new king-size bed frame, box spring and mattress w/Headboard for $500, got what I wanted and real quality!!
Reviewed Aug. 11, 2023
Ordered online. Delivery date and time given when ordered. No show. Now I sit with nowhere to sleep after waiting all day for my order to arrive. No problem with taking my money but when trying to reach them only get automated **. I will NEVER deal with this company again.
Reviewed Aug. 7, 2023
We recently purchased two Sealy beds and box springs from Mattress Firm (online). Less than six months ago. Delivered Nov. 2022 - in a dumpster May 2023. I am a 6' 210 pound man. About a week ago, I sat down on the side of my new bed as I've done my entire life to get ready to go to sleep. As I sat down, there was a pop noise and now my new mattress is deformed. I tried multiple times to contact Mattress Firm for a warranty claim. We've gone back and forth several times, but it keeps coming down to a "law tag" on the end of the bed that isn't there. Their final word is no law tag, no warranty. I did not remove any tags from our new beds. There is no, and was no "law tag" on these mattresses. And they have full records online when and where I purchased our mattresses. So, they are fully aware they are new! Mattress Firm and Sealy refuse to help us and warranty their defective mattress.
Reviewed July 26, 2023
Beware and avoid Mattress Firm. Butler store "manager", Christiana, is incompetent. Mattress Firm advertise the "Love Your Mattress Guarantee - Helping you get your best sleep. It’s what we’re all about." The reality - It is guaranteed that it will cost your hundreds of dollars in delivery, tax and restocking charges, and many sleepless nights if you purchase a mattress from Mattress Firm.
The mattresses in their showrooms will not match the performance of what you receive (when you call them dissatisfied with your purchase, Christiana will clarify that this is the case). Christiana will represent herself as the manager with significant experience. The truth is that her regional manager makes the decisions and her competency is limited to citing Mattress Firm's regulations regarding their expensive return policies if the delivered mattress differs from the mattress in their showroom (which will be the case). Customer service management will not return your call despite promises to the contrary. The truth... Mattress Firm is about receiving your cash, not helping you get your best sleep. Consider this review a warning.
Reviewed July 17, 2023
Bought a high end mattress. Paid to have them set it up. Mattress fell apart shortly after we bought it and sagged several inches in numerous places. Customer support at the warranty department said my frame ran the wrong direction which invalidated the warranty even though they set it up! Don’t get it, I paid to have them set everything up which they supposedly did wrong but they won’t cover the warranty.
Reviewed July 12, 2023
The Mattress Firm in Edgewater, NJ should re-evaluate its staff. They are disgustingly rude. They are quick to say that is not their job or "I am just a sales person". They truly sit and argue with you on the phone when it's paying customers such as myself that keep them employed. They lack customer service and this has been a repeated and constant issue with this store. I cannot speak for all stores except THIS ONE. However, reaching customer service or corporate is a joke. I am better off reaching a Unicorn because when dialing in the recorded machine directs you to go online for any issues and disconnects the call. HORRIBLE!!!
Reviewed July 12, 2023
I was so excited after trying the Purple Hybrid Premier 4 mattress. I tested at a home show and twice at the Mattress Firm showroom. It was far outside of my abilities to afford at over $4,000 but I was told a refurbished mattress could be available at a discounted price. I saved for a long time and was told this mattress was finally available at $2,800 from the outlet. I had no idea they don't warranty from the outlet and I couldn't lay on it before I received it.
The mattress I got has no support, it's lumpy and not the quality I experienced in their showroom. I was told I had to use it 60 days for it to be a good mattress but after 4 days I am in so much pain I can't last that long. It has brought back my sacroiliac joint disfunction, my neck and shoulders are in agonizing pain, and my head is killing me which also has caused nausea. I haven't slept more than 5 hours each night. I am stuck with this horrible trash and it's too heavy for me to move. I don't have enough money to purchase another mattress. I am going to sleep on a blow up mattress just so I can get some sleep and figure out how I am going to get rid of this horrible mattress. I look at my bed and I want to cry.
Reviewed July 8, 2023
The WORST…DON’T SHOP HERE! The customer service is terrible and they do not care about you. We went in to look for a new bed on 5/13. There was an option for a loan so we gave our sales guy, Markus, our information to check our credit to see how much we qualified for. We ended up paying for it in full. The deal itself seemed good, free sheets, free mattress protector and a discount on the mattress. It would take about 3 weeks to come in and the sheets and pad would be delivered with the mattress. Seemed great. 2 weeks later, to my surprise, I get an email about a new loan account in my name! I had to fight with Transunion to close that account and take it off my credit report.
The bed was supposed to come in the next week except there was some type of company glitch and the order for the bed was not processed. I was upset about my bed and having to fight my credit report which I expressed to Markus. I had been texting back and forth with Markus on what can be done to fix these issues. He was supposed to check with his store manager on options. When Markus got back to me said that he could offer me $300 out of his commission. The company said he exceeded his limit on gift and discounts so they will not be able to help even though it was Mattress Firms fault the order wasn’t processed!! What kind of company would make their employee do that???
Fast forward to delivery day. Delivery guys forgot the sheets and mattress pad at the store. Insert eye roll! As I was double checking the order to what was delivered, I noticed we were charged for the mattress pad! I also get email, this time with Experian, about a new account opened in my name!! There had been issues with these guys every step of the way. I finally called the store and had Markus put me on speaker so that the store manager could hear me as well. I just needed someone to listen. The store manager, MATT is a complete JOKE!!!! He didn’t even once apologize for many inconveniences I experienced with this company. With his tone and lack of understanding about the situation, I honestly don’t know how he is a manager!! Please save yourself the headache and go somewhere else even though the deal may seem great!!!
Reviewed July 7, 2023
BUYER BEWARE: I purchased a box spring from here and it didn’t fit down my basement. The box spring was $200, and they charged me $120 to return it. Complete rip off! They claim this info is on their website, but I can assure you I didn’t not see this in the payment confirmation page or in the confirmation email.
Reviewed July 2, 2023
UPDATED 07/17/2023: This is an update. Can't find original review to update. Company finally refunded for the bed base less %20 and $99 fees. Total loss for us was $400 returning mattress and bed base combo. It took many bad reviews and time to get this company to do the right thing. Customers should not have to go through all this to get a refund. Plenty of other companies to buy a bed from.
ORIGINAL REVIEW: We purchased a mattress, and adjustable base on their 120 day trial. After calls and reviews finally got refunded in full for mattress, but they will not refund base, citing no room in their warehouse.
Reviewed June 20, 2023
Stay away from them! Their product is not the cheapest yet also not the highest quality. Within 3 months the mattress started sagging. Claimed it twice within the first year as it is getting worse (and only used by occasional visitors), and their customer service system is automated with an automatic response, that it is within manufacturer limits, and your case gets closed. No way to speak to them or get a proper assessment or complaint until you pay! Yes, you have to pay for them to check their low quality product! Their service is as poor as their quality. Stay away from this merchant, if you value your investment!
Reviewed June 14, 2023
I went to Mattress Firm to buy a couple beds for my wife and I and for my son after we received our taxes. The sales lady whose name is Kristina sold us a bed and she mention it was a outlet bed and it was for a good price, so we bought the bed. When we showed up to pick up the bed we found out for the first time that she actually sold us a used bed, the sales lady never mentioned that it was used. We had to rent a Uhaul to go pick up the bed and on the way to get it, we dropped off the bed we were using at my aunt's because she needed a new bed. The salesmen at the store on Oracle where we picked it up did offer us our money back, but he also talked us into getting the bed saying it will be fine.
We trusted them and we regretfully accepted the bed because we had just given away our current bed and we had rented the Uhaul, not to mention it was really far from my apartment. Right away we noticed problems with the bed. When you sit on it it goes all the way day and the bed was lumpy in just a few days and we started waking up with extreme back pain.
When we called the store to let them know they told us they could not exchange to refund a used bed. We did not even know the bed was used until we went to pick it up, Kristina was not transparent with us and it was obvious she just wanted to make the sale. I think the policy is wrong and it’s a way to get rid of a used bed that someone returned and did not want and sell it for half price to make it look more desirable, but what if the bed is defective? Which those beds that our returned most likely ours. And who’s gonna take the deal?
A family that probably have too much money and they trust Mattress Firm to only find out they bought a bed that was no good and they stay stuck with it. But like I said Kristina never mentioned the bed was used, she just said it was a outlet bed and my wife and I have had so much back problems since. We wake up in extreme pain in our backs every time we sleep on it. Most of the time we sleep on the couch’s. My wife and I can’t even sleep in our bed, that we paid $700 for, because it’s too painful. Same on Mattress for taking advantage of a young hard-working couple. I’m a cook at a restaurant with 3 children. They don’t care about the wrong they are doing, they just care about getting the sale. That’s greed to the fullest.
Reviewed June 10, 2023
I wish I could give a negative rating here. I bought one of Sleepy’s hybrid mattresses, which was poor quality. We returned to the shop and bought another one while replacing Sleepy’s hybrid mattress. Now they cannot deliver the replacement even after completing all their formalities, paying fees, etc. Today they called me for the third time, saying they would like to reschedule the delivery. Previously also bought a pair of hybrid mattresses, but they delivered me faulty mattresses. I had to return. I made a mistake by going back to them again. Stay away from this Mattress Firm company if you don’t want to be harassed.
Reviewed May 1, 2023
Purchased 2 queen mattresses for my son's 18 months ago (mattresses have 10 year warranty). 1 mattress immediately warped and needed replacement. That took a phone call. Recently my other son's mattress warped so bad, he can no longer sleep on it. I put in a claim which can only be submitted "on line". I followed this long process only to be told days later that I need to send in more pics of the mattress support. Meaning the furniture it sits on. As well as all four corners of the mattress in the same pic. This is 100% a ploy to get people to just give up. They are relying on pics instead of sending out a proffessional to look at it. They have you removing mattresses and bedding to submit pics. This entire process is disgusting while my son sleeps on the floor awaiting new mattress due to back hurting.
Reviewed May 1, 2023
Totally negative experience. MF sells defective mattresses that are unfit for their intended purpose, and they engage in unfair and deceptive business practices. Within months, the mattress begins to sag and disintegrate beneath you. Returned the first bed and exchanged it within 120 days but the second bed was no better. To submit a claim under the "warranty", they ask you to jump through hoops with a useless paper gauge, take photos of everything, etc. that won't necessarily depict the issue with the mattress.
Their warranty process is designed to fail. They automatically deny almost all claims. I had to sue them in small claims court to get them to the bargaining table. First, they offered store credit but I told them I never wanted to do business with them again. They finally offered a full refund but inserted a confidentiality clause and non-disparagement clause into the settlement agreement. I crossed it out, which they said voided the proposed settlement so I guess I am not bound by the terms anyway. Scheduled for trial in late May, so we will see what happens. Would give them negative 5 stars if that were an option. Go elsewhere for your bedding needs. Avoid MF like the plague...
Reviewed April 25, 2023
Stay away: Mattress Firm & Sleep Experts & Synchrony Bank financing. 2 purchases & salesman set up 2 plans telling us monthly payment w/ no % interest would pay off at end of promotion. Not so! 29.99%. What the Mafia used to charge. Be aware and don't trust either of these companies. CHECK CAREFULLY.
Reviewed April 12, 2023
I have bought a mattress from Mattress Firm outlet back in March 21st for $450. It was Delivered March 26th. Before I bought it David and Tiffany from different store sell sleep expert convinced me to buy Serta Perfect sleeper Palm Coast (Plush). They showed me similar type of mattress (Charlotte and said Palm coast would be firmer than that) but not the same one. The outlet has a non refund non exchange policy. So I asked them whether those outlet mattresses has any issues or not, They said they are in perfect condition otherwise they would not have put it for selling. From the first day it felt like Ultra Plush instead of Plush, after 2 weeks of usage it started sinking (1.5 inch dip already) in the middle really bad. I have started a bad back pain due to this.
I called Tiffany and she was really rude to me. I felt like she was a different person than who she was before. She asked me to buy very expensive base support which I can't afford. My only concern is is any mattress is unusable, even though it is from Outlet, why do they have a policy of nonrefund or nonexchange? If it's usable and preowned, that's when they should sell it as nonrefund non exchange policy rule. Another thing is they asked me to buy a $1499 mattress to compensate my $450 loss!!! And they are saying I am getting $1499 mattress for just $1000, and it's a great deal!!!! How ridiculous is that? This is a robbery and insane bad Marketing from Mattress Firm. Not sure how can I get my money back.
Reviewed March 17, 2023
Hello. I am emailing to send a complaint on delivery and store error. My husband went to your Capitol Hill location in Seattle to purchase my mother who has spinal fracture a bed. The bed was supposed to be delivered over a week ago. Today after calling 5 different times and speaking to the manager at that location, who lacks customer service and professionalism tells me that the bed wasn't delivered due to an error on their behalf. My husband paid the mattress in full and the store rep had it short by a few cents. I am livid that my mother has had to sleep on the couch with her back hurting. And the lack of urgency from the team is upsetting. Why did it take for me to call so many times. At this point my husband is driving all the way to your warehouse in summer to pick up the bed (which is quite a distance from where we live - 1hr) since Mattress firm is incompetent to get the job they were paid for done.
Reviewed March 13, 2023
We ordered a mattress for delivery. They showed up with no matress but wanted to take our old mattress, they said our new mattress will be delivered in 7 to 10 days. We called the store we purchased the mattress. Colton was so rude and treated us with zero respect. We canceled our order because of his behavior. Never shop here again.
Reviewed March 6, 2023
We purchased a mattress from Mattress Firm an scheduled a delivery for saturday. The delivery from the warehouse went to the wrong side of town, they did not call or verify with us. We had another delivery scheduled for monday. I took time off and the warehouse again failed to deliver the mattress that we ordered. They have now said that they can't deliver it today. I verified the address in multiple map sites and the address is correct.
Updated review: March 6, 2023
Actually service was better when we went back next day to return. Will go back. Jen was helpful in returning our items after a mixup with our son's lease and not moving anymore. Thank you Jen and staff.
Original Review: March 5, 2023
My son went to purchase a mattress from Mattress Firm in Danbury, CT. He was helped by Jennifer. She did nothing to give my son what he wanted. She was trying to sell him an expensive mattress and trying to say she was looking out for his needs. I talked my son into purchasing the same mattress he had purchased several years ago. Jennifer became rude when my son decided to purchase the least expensive mattress then waited for me to leave to go to restroom and she talked my son into purchasing a mattress pad that was over $100. Then proceeded to say that the accessories are not refundable. We were totally dissatisfied with this purchase and will never step foot into another Mattress Firm store ever again. My son was purchasing a mattress for his first apartment on a single person income and he was taken advantage of by Jennifer. What a disgrace!!!!
Reviewed Feb. 28, 2023
Paid for queen size mattress. Not sure what size I got but it's not a queen. My queen sheets I have to hook on the frame. Yes I called soon as I discovered it, got not satisfaction. Karma is not good!
Reviewed Feb. 25, 2023
Am nearly 80 years old, arthritic, and in a rental due to flood loss at New Year's. Bought expensive mattress set from Watsonville store. Not told the mattress would arrive frozen. Let them take my old set and install new set. Bed features couldn't even be tested, the mattress hard as a rock. Nowhere to sleep until it thaws out. Company wouldn't help at all knowing I have nowhere to sleep.
Reviewed Feb. 22, 2023
PLEASE DON'T WASTE YOUR TIME OR YOUR MONEY!! I had a decent experience purchasing my mattress at this location. However, the entire COMPANY is so SHADY. Less than a year ago I decided to purchase a mattress with the help of one of the In-Store Representatives. Hence, we paid over 4k for a product that would fit best for us. When the mattress arrived we realized it WASN'T as COMFORTABLE as the one we laid on at store, Hence we contacted customer services and was told we needed to break into the new mattress.
After a few months the mattress felt more comfortable, but not as quiet as we wanted it. Consequently, we thought we needed more than 120 days to break into our new mattress; More importantly, we can submit a warranty claim if we didn't like the mattress after the 120 trial period. This was one of the worst mistakes we've ever made. The mattress started to SAG after the 4TH MONTH, we started to have EXTREME BACK PAIN, & RESTLESS SLEEP. We've been at our worst since then. You'll think the warranty claim process would be an easy procedure, but NO! Luckily for us our mattress is defective, but if your mattress is DESTROYING YOUR BACK, AFFECTING your SLEEP PATTERNS or is UNCOMFORTABLE, the warranty claim WOULDN'T BE GRANTED. Moreover, We had to jump through hoops just to get a warranty claim approved, and finally after a few weeks of acting accordingly we received our approval letter.
This Warranty Claim Approval letter states they'll only give a store credit for the defective product. NO REFUNDS! My mattress has been financed, and If I decide to buy a mattress that cost less than the value of the defective product, then REMAINING CREDIT CANNOT be used to PAY DOWN the FINANCING. Which means I'll be over 4k in debt, but laying on a mattress that cost me about 2k worth of store credit & LOSE the remaining CREDIT or I can use the rest to purchase random accessories.
This company is so SHADY, they are 100% using DECEPTION to make sales, and they rather jump through then give a refund. The company needs to be more explicit about their warranty claims. Why can't we as a customer be informed prior to purchasing their product or at least before the 120 trial period ends that you'll only be granted an in store credit if a warranty claim is submitted and approved. NOT when I submit my claim and it get approved that I'm informed about NO REFUNDS, ONLY IN-STORE CREDIT, in-store credit is NON-TRANSFERABLE, ONLY 1 EXCHANGE is allowed, and if the next mattress is defective I'll have to go through another warranty claim and pay another $99.99 DELIVERY FEE and another 10% RESTOCK FEE. All this information should be disclosed to the customer prior to purchasing their products!
Now I'm a consumer who is stuck with a BACK BREAKING mattress with NO REFUNDS and a 4K DEBT on a credit card or I can make the decision to exchange my defective mattress to ANOTHER BACK BREAKING mattress and use my remaining credit to PURCHASE UNNECESSARY ACCESSORIES that will be thrown into a closet and forgotten. I still need to make a decision, but if this was a perfect world my CHOICE would be receiving a FULL REFUND instead of dealing with Mattress Firm Customer Service EVER AGAIN!!! PLEASE DON'T WASTE YOUR TIME OR YOUR MONEY!!
Reviewed Jan. 31, 2023
Waited all day for my delivery after 3 weeks after scheduling my appointment and my mattress was never delivered. Spoke to chat rep and was given a time-frame. Still no mattress after waiting 4 hours. Called back and delivery appointment was res.
Reviewed Jan. 27, 2023
We bought this mattress 6 months ago for what I consider a lot of money for someone like me, elderly and on a fixed income. The mattress is sagging terribly. I called the store I bought it at and they told me I can only put in for a warranty claim online and gave me the webpage address. Now I have 2 choices, I can do the claim myself, or have a rep come to examine the mattress for $89!!!. I chose to do it myself and started answering the questions to put it in motion.
The process is totally ridiculous to do. You have to take a plethora of pictures which requires you to actually remove the mattress from the bed to take an unobscured full picture of the box spring. If that is not enough, they then want you to remove the box spring to take a picture of the bed frame. They want all the legal do not remove tags pictures as well as other identifying pictures of the type and brand of mattress. Well The mattress is unbelievably heavy and at my age I am totally unable to lift it, never mind remove it. The box spring will be the same.
They rope you into PAYING for someone to come out and do these things for you for a mere $89 to verify their product is terrible and faulty. On a fixed income I do NOT have an extra dollar after my SS check comes, it hardly pays the bills. Now I am stuck with my back pain, degenerative disc disease because the mattress is totally uncomfortable and I wake up in more pain now than with my 20 year old mattress I had before. If you go to their site they falsely claim they have almost a 9.0 rating. If you want to verify that check that out the look at any other review site. This site gives them near a 1 star rating. I will NEVER buy anything from them again.
Reviewed Jan. 13, 2023
They sent movers to take it back.... They said it was stained. (It wasn't.) I had purchased a waterproof mattress cover they suggested. I then called the store I had purchased it from and asked what was going on? They sent movers out with my replacement mattress. As the movers had done the time before they called the warehouse who told them to find a stain and refuse replacement. The movers actually told me this was what the warehouse had them doing all day long. I am stuck with the had mattress... Don't make my mistake!
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