Mattress Firm Reviews

This is one of the worst companies I have ever dealt with. They sell cheap products that fall apart in less than a year, and they will not stand behind their warranty. Their customer service representatives are worthless and don’t care about the customers. Don’t waste your time or your money.

2/2024. Working with these people I thought that was so nice was just a scam. I believe they give the impression that they really are concerned about you getting the proper mattress for your rest. I was so happy that someone listened I have two bad knees and was looking for a platform bed, I was told that they had the bed at their warehouse. The lady stated, "Oh we have one that is at our outlet in our Milwaukee location." The Bed was delivered. A couple of weeks went by and the mattress started sinking in on both sides. This experience was terrible. I called and spoke with Nate. He stated that he will work with me to exchange and get another mattress. NEVER HAPPEN. I was told twice that he will call me later before the store closed and see what can be done, also he needed to speak with the lady the sold me the mattress. HE NEVER RETURNED THE CALL. I was stuck with the mattress.

I visited Mattress Firm in Clinton, Ms. A very polite well-dressed gentleman named Albert ** greeted me to Mattress Firm. I was interested in Stern & Foster or Tempur-pedic mattress. Mr. Albert was informative and knowledgeable concerning the mattress for help with back problems. I purchased the Tempurpedic ProAdapt Medium with frame. It helped me have an excellent night sleep without back pain. The next morning I didn’t want to get out of bed. It was the best night sleep I had in a long time. A few months later I went back to the Clinton store and purchased a Tempurpedic Adapt Medium with frame for my daughter who suffer with back pain. She LOVES her mattress and has helped her have a better night sleep. I would recommend Mattress Firm (Clinton store) to my family and friends. My next mattress will be a Tempur-pedic mattress ProAdapt Soft. My brother had the soft and LOVES it. Our experience was with Mr. Albert in Clinton, Ms.

These guys suck, don't buy. I ordered almost 2 weeks ago, on day of "delivery" I didn't receive phone call or email. I call to see status, they tell me, "We only have one left." Mattress is still up on the site. I would not recommend them.

Careful when you order online. The descriptions can be confusing so as a result the wrong size frame was ordered and when I attempted to return, I was told there were no returns on furniture. Hard to understand when you can return a mattress if you are unsatisfied.

Our in-store experience was very smooth? And we ended up purchasing our first Tempur pedic mattress. However, the delivery was a disaster. The mattress was frozen when delivered, so the guys said they could not bring it up the stairs for fear of breaking/ruining the mattress. No plan to come back and bring it upstairs. Then, they put the mattress on its side to soften up, which the person at Mattress Firm said never to do as it will ruin the mattress. I asked them to lay it flat, and they played it out in our playroom right on top of all the stuff on the floor (we had disassembled our old bed frame and laid it out in our playroom). This seemed super odd since wooden pieces were digging into the practice from the bottom. I had to lift the mattress myself to clear the things underneath.

I had my mattress for fourteen months. Is it's bowing in the middle. I sent in all the pictures for the warranty that they asked for but still will not help me. I have email them several times and they have email me back. Stay in a lean more pictures. At this point I will get my attorney to help me. Since they don't seem to want to help me.

Highly disappointed with the entire experience. The mattress I have purchased (3 weeks ago) has made my back and neck worse. Everyday I wake up in pain. When contacted Mattress Firm and asked to return I am informed that I won’t get much of my money back, the 120 night sleep guarantee isn’t a benefit for customers, it’s a scam and a huge inconvenience. With all the restocking and shipping fees, they still are wanting an additional $500.00 for base. The “free” base is worthless and cheap and not any use to me (ended up buying a box spring) - but mattress firm says - they can't help me, I have to pay full price for the base because it was given to me free. How can you charge someone for something they do not want?

I made a purchase from the store, and paid an additional $150.00 for them to remove my current bed and have the new bed set-up. When my delivery was made they said that was wrong, "We do not set up," I explained that I paid $150.00, they said, "Sorry." and, "Mattress firm should have never charged you that amount." Please be careful and do not get scammed, I paid an additional $200.00 to have someone come and complete everything. PLEASE DO NOT TRUST MATTRESS FIRM CUYAHOGA FALLS, OHIO Chris **

I bought an extra firm mattress, and it broke down in 2 months. So the saleswoman said a hybrid bed would be better. So they switched out my mattress. The second mattress wasn’t 6 months old and the left side is so low I have to crawl to the middle of the bed. I have repeatedly slipped off the bed since it’s slanted towards the floor. Also, the mattress will not stay on the box springs. I’m older, and not in good health. I have to depend on family to come around to get the mattress straightened out. My back, and legs kill me almost every night. They want me to use some paper scale print it, and take pics of the bed. I cannot do this alone, and I it’s hard to get help. I have bought every bed since I was in my 20’s at Mattress Firm. Never again. A 1300 plus bed should not break down in 2 months. The two beds are Hybrid 2000 iSeries! And Pressure Smart 2.0 Extra Firm.

It’s been 1 yr 4 month since we purchased our queen sized mattress from The Mattress Firm. One week after purchasing the mattress started getting lumpy. So I called the store to return. They said they could give me a refund minus $100 from the original price or they would give me a replacement for free. I chose the replacement. In retrospect I wish I had taken the refund minus the hundred dollars. Not a month later we were dealing with the same issue. The lumpy bed. I can say that I will never buy a mattress from this store again.

Robbed! Fell for the $1500 off a $2500 Serta Perfect Sleeper mattress which caused both my Wife & I to have bad back & neck ache so went back to Middletown store to upgrade 75 days in to the "120 day Guarantee". They took our money for an upgrade, and when driver showed 3/26/2024 he said warranty tag was missing. None of the other 3 tags were touched in the 8 weeks we had the mattress, but the warranty tag was cut right off (not torn). Either the original delivery or the 2nd delivery person had to cut the tag to prevent another bad mattress from going back.

I shopped at Mattress Firm in Nampa, Idaho. The staff, Michael H., was professional and courteous. He was not intrusive and allowed me time to look at the mattresses as I asked him several questions to ascertain the type of mattress I needed. Michael was knowledgeable and answered my questions. I provided some cash up front but also needed financing for the remaining balance. Progressive Leasing, a lending partner with Mattress Firm, approved me for the remaining balance.

I purchased this product in May 2021 and it feels like we are sleeping in it instead of on it. I contacted Mattress Firm online and was unable to pay and have an inspector come and exam it as this service was not available in my area which is 40 miles from Detroit. I have tried to comply with the request to have it done in a video chat but have tried twice to get this done and have been unable to make contact with them and they won't contact me by telephone as I am 82 years old and can not get the information they want to them or talk with anybody in regards to the problems with the mattress or getting a claim processed. I would never buy anything from them again because of the problems that occurred with the mattress and getting service on it.

DO NOT WASTE YOUR MONEY AT MATTRESS FIRM. This doesn't even deserve ONE star but it is the lowest allowed. I purchased the Medium Euro Top by Sealy mattress and the signature adjustable base on Black Friday 2023. It was delivered within a few days. The delivery guys quickly dropped them in the living room and left. About 20 seconds after they left I noticed that the mattress had a big cut in the fabric. I called the local store immediately (I could still see the delivery truck on my street!) and they offered me a $100 refund to keep it. Definite NO on that. I requested a new mattress. You could tell that they didn't like that by the tone of voice and I was told it would take several days to get a replacement. I agreed. Never touched the box with the base in it since I had no mattress to put on it.

I'm writing this review in order to warn others. I purchased a mattress from them 2 years and 10 months ago. Within 6 weeks of purchasing there were indentations from where I layed in bed. I'm not a heavy person. Within one years the springs came through and poked me. By the second year the springs on the other side went into my box springs and damaged it. This is the most horrible mattress I've ever purchased in my life. Buyer beware.

I purchased an expensive king size mattress and box spring from Mattress Firm. I contacted them within 120 days about exchanging the box spring for a different one. There is a $99.99 restocking fee AND a $99.99 delivery fee to exchange. A brand new box spring at my local furniture store is $200. Ridiculous policy! I could understand a restocking fee if I was returning the item but the restocking fee is also charged for exchanges. Won't buy from here again and will always read policies in full anywhere I purchase going forward.

Today we went to a Mattress Firm on Glen Cove Road, Carle Place, NY and we were greeted by Scott. We told him we are "just looking" and he kept his distance but also seem to be available whenever we had questions. He was very patient and when we were settled on a mattress. He was very attentive listening to our concerns and appropriately addressed them.

Purchase a complete dual remote control bed setup. Total price was nearly $5000. My setup is like two twin beds with separate controls for head and foot. One remote control died so I went to Mattress for help and was told they don't make them anymore and there is no replacement and offer no help.

In store was purchase was good. Set up a delivery date for the next weekend. Delivery guys came except my mattress was not on truck. So I called my sales guy and he assured me it would be on the next weekend delivery. Here it is the next weekend. I got delivery notifications to confirm, and BAM again my mattress was not on truck again. So now I'm going to wait for the 3rd weekend to hopefully get my bed. I'm not happy about this at all will not purchase from Mattress Firm again.

I hope this review is helpful to the next person thinking to make a purchase from Mattress Firm. We purchased a Simmons Beautyrest Mattress along with a base. After a month of use the pillow top started to move and slide off the top. We contacted the store and were told to file a warranty claim because this item was a no return which was not told to us under now. They do not provide you with a receipt at time of purchase but email it to you once the purchase is made which makes it too late to do anything.

First, I cannot believe all the negative reviews posted about this company. While out shopping for a new mattress, my wife and I went to several stores and saw a variety of different brands, makes & models and also met several salespeople. Of all the stores we went into, I must say (and we both agree) that the absolute best experience we had was at the Mattress Firm store on 240 Loudon Road, Concord, NH. The store was very clean, neatly arranged and stocked with several prominent name mattresses.

We bought our mattress from Mattress Firm over a year ago, we email customer service for the warranty and the warranty department is a joke. They decline our claim because our frame is improper support. How is it improper if this is what you sold us originally. Plus this is the second claim since we bought the frame. This was a 10 year warranty, but we had only over 3 years, I've gone through 2 replacement already. And ALL was absolutely garbage. We will never use them again and I suggest you do your research before you do too.

I purchased an adjustable bed about 2 years ago, purchased all the necessary warranties. The bed was not installed correctly so Mattress Firm sent an agent out to adjust the bed correctly. The remote wasn’t working correctly and the mattress firm agent said that the user needs to get used to the remote. The user attempted to use the remote but still didn’t work. A friend of the User was going to purchase a bed from mattress firm and asked me how I liked my new adjustable and I told her it never worked from the day I purchased the adjustable bed. My friend said, "You paid over 3K for something you can’t use." I said yes, I called mattress firm several times and they said, "Once that is delivered we have no more responsibility towards the bed. You need to call the warranty folks." This is two or three days after the bed has been delivered….

I order a twin mattress off their web site had all info, pictures and good price. When I received the mattress after almost 2 week wait it was the most defected it was to be a adjustable mattress and when you move mattress up there’s a big lump in the middle of mattress, When I called them they sent me pictures of all their adjustable mattress do that same thing yet on the web it does not show that at all, then they wanted to send me another just like it I did not want. Then they offered me a refund but left me with no mattress. I will never do business with this firm again.

Paid $2,200 for a mattress with a warranty called Pressuresmart Xfirm King PRIME. 2 years in, there's big divots in the mattress where our bottoms lay. I'm 180 lbs my girlfriend is 130 lb. Mattress Firm doesn't handle the warranties at the store anymore, so they sent me online. The people there said I didn't have enough slats for the Box spring. But I have 2x4s cut holding everything up. The box spring is perfectly level. The mattress is shot. Also, on this Epic rules and regulation page she sent, if you cut that “do not remove under penalty of law” tag off your warranty is void. No one tells you this when you buy it. That tag was 12 inches long flapping around every time we change the sheets. There's no way anybody's not going to cut it off.

I bought mattress from Mattress Firm and had to throw away a brand new mattress. It was the hardest most uncomfortable mattress I have ever slept on in my life. I had an horrible experience with Mattress Firm.

I absolutely Will buy from again! I had previously said I would not buy from them and they completely corrected my experience. I could not be happier! Excellent customer service, quality & value. Thank you for making it right!

There is a reason Mattress Firm has so many low reviews on Google. Disrespect and unreasonable from the Mankato MN store to their “warranty” company. Based on reviews, others have had the same issues. I encourage you to purchase elsewhere!

I bought a mattress there. First of all they're not cheap. They give you $120 day guarantee right off the bat. I used it because some of the threads were coming off the mattress. Now after the 120 days it's been give me problems from day one being too hard for my back and it's been bunching up on my adjustable bed. They said that was normal in the beginning but it hasn't stopped. It's the worst bed I've ever had for the most money. I'm a senior and I need a good bed. I would never buy anything from there again.

I purchased a $310 mattress online on 1/3/24 and figured out after opening the top of the box (break the tape) that we really didn't need a new mattress after all. Our old mattress was sagging a lot, but it turns out we had to many toppers on. I read the return policy at the start of the return page before purchasing where it says in big print with a big square around it that says, you can return it within 120 days if not satisfied and no mention of any fees for doing so. I didn't think I needed to read the page any further than that nor did I pay attention to anything after reading in big print you can return within 120 days. This is why we bought the mattress from Mattress Firm. It turns out at the "bottom" of the return page is where it states all the return fees that get applied if a return is needed.

I bought two twin adjustable beds. The beds are bowing in the middle and breaking down. Not even a year after we bought them. The one the motor went out the remote stopped working on both, the other bed is also breaking down. The motor is halfway working, the remote don’t work, hardly can’t get no customer service online. They just give you the runaround, Transfer you about 1 million times. I really wish that I moved all this before. I spent $6000. Actually it’s been over $6000 for these beds.

I needed a new mattress and so I went to Mattress Firm in Puyallup. A young salesperson, Christina provided information as needed and was a great help in my making the perfect choice for me. Normally I do not like sales people moving in before I have had a chance to look around and formulate questions but this young lady was never intrusive and it felt more like dealing with a friend offering advise. I enjoyed working with her and credit her with my being able to make the perfect choice for me. I decided on a Pressure Smart by Beauty Rest. It was delivered promptly and carefully. Thanks to it I had the best night's sleep I have had in several months. I am so happy with it. Sincerely, Myrna

They would not exchange my elevating base for a box spring during my trial period, they not even let me give it to them. They also charge $180.00 to exchange a mattress during this trial period. They were not near as friendly as they were at the purchase of the mattress.

I purchased a mattress online during the online sale at Mattress Firm. They advertised that you could try it out for a certain period of time (120 night sleep trial). I called the local Mattress Firm in Lake Jackson, told me since I purchased it online they could not help me. Said I needed to chat with someone online since I bought it online, I did that gave them my info and told me since it was a California King Mattress it did not qualify. It was never mentioned online. These are terrible practices and a professional way to do business. DON'T BUY FROM THESE PEOPLE.

I purchased a new Sealy mattress in 11/2020 and got the Sealy Ease adjustable frame. One year later I had lost power to my frame and a new control box was installed. In 12/203 again I lost the ability to lower my bed. Again they believe it is a control box issue. 2 control boxes in 3 years???? I called Sealy and have had a problem with someone coming out and installing a new control box which I have already paid for the tech to come to the house. Since I am having so much trouble with Sealy I thought I would call the store I bought it from and they would not help me at all. Saying it is a manufacture problem. Beware that once you buy from Mattress Firm they do not stand behind what they sell to you.

Rich took his time with us and explained all the benefits and features of each mattress we were interested. He did not steer us wrong. Very happy with our selection and their service. Rich and the service team made the whole purchase and installation process a pleasurable experience.

I bought a mattress, mattress protector and a pillow for my son's room on Nov. 30, 2023. I shouldn't have bought a pillow without testing it, but I was ignorant to the return policy. Regardless, if the pillow isn't used and returned without opening, I figured that they would make an exception since it wasn't opened and unused.

This is the worst place to buy, apart from being expensive, there is no guarantee. I bought two mattresses by phone. The woman who assists me offers me mattress covers. I tell her that I want ones that do not allow animals to enter. She sends me others and I call them. I send them a message and they never give me them. It changes that the policy says 120 days and I didn't even get to 30 days. I haven't opened them and they say not to buy a base that gives massage that helps you and I don't know how much and that doesn't help at all. Collier's store and the seller left, it is the worst store you can buy from. Now I lost my money and they don't even respond, they are disgusting as a company.

I worked with Mr. ** who was extremely knowledgeable and try to sell me the most expensive mattress, He sound like a used cars salesman. I'm no trust in this company. Everything in all locations I visited, are too expensive, also the free base is not electric. Is a metal piece of junk. Try somewhere else.

I purchased a memory foam mattress for my family online. It was on sale. I only got a message at the check out "back order". Never received an email from them regarding the order status. Called the customer service and waited for 15 minutes to talk to a rep. She was nice and willing to help. Her explanation was that this item was oversold in the website, they would not make anymore of this mattress so I would never received this item if I did not call to find out the order status! Very disappointed no email sent to me that it was all sold out. I asked for refund. The rep said it would take up to 10 business days to get refund back!

After about three years having intellibed Mattress it Fail. Contact Mattress Firm thru a chat session. They use an excuse of a warranty Tag for reason not cover the warranty. What A scam. The Layton store not helpful.

Purchased mattress and within 3 mos, springs in my back. Warranty dept says use ruler and put across bed. How does this prove springs hitting back? It doesn’t. They would not refund or replace and just denied claim without reason. Will never buy another junk mattress from a lying company and sales people. LIARS.

I went to Hotel Circle in Albuquerque and Ray was very helpful on my mattress decision. Could have been done by a better guy. Hopefully I made the right purchased and can’t wait till my bed gets here…

Max answered all my questions and sold me exactly what I needed. I appreciated his advice and honesty. He did not try to pressure me into spending more for something I did not need. Thank you, you have all my mattress business.

Went to store 11/2/23 paid over $7000 for two twin XL Purple mattresses, and two adjustable bases. When he showed me the receipt it had delivery date of 12/31/23. I questioned as not what we discussed, he said it was a glitch and hand wrote 11/12/23. No delivery on that date argued with them and they said it was an error and would deliver 11/13/23, mattresses delivered, as promised except the mattresses were different one as ordered and the other completely different. Called them and they said the mattress was not in stock and they could not get one until beginning of December. Totally unsatisfactory service, wait to see what happens next!

Purchased king mattress from Mattress Firm Tigard, Oregon December 2021. Within two (2) years complete failure. Both sides of mattress slopes creating hump in middle. Paid fees for inspector, Mattress Firm representative, to review and inspect. Inspector indicated frame was exceptionally constructed, and presented photo of unexceptional frames. Unfortunately what we received and what Mattress Firm determined mattress was unexceptional citing stains, but not bed failure and performance. We purchased ten (10) year warranty, but mattress failure less than specified warranty. Never again and won’t recommend purchasing mattresses from this manufacturer.

I’ve purchased from other mattress companies over the years but Mattress Firm exceeded my expectations! I was seeking mattresses for my kids that were nontoxic, fiberglass free, certified CertiPUR, formaldehyde and heavy metal free and not only did Mattress Firm deliver, they sold it at a price beating the competitors and shipped it quickly! The whole process was smooth and easy! The rep was nice, honest and helpful. These are qualities hard to find in larger businesses these days and I was even surprisingly misled by a local small business competitor of which I expected to be better! I’ll continue buying mattresses and bedding from Mattress Firm for conducting business so well!

I purchased a mattress on 10/19. On 10/29 when checking on delivery date I noticed that this mattress now comes with a free base. Company refuses to honor that for me because I paid $12 too little for the mattress to qualify. They have jacked the price up to $600 and claim you're getting a free frame. Bait and switch tactics. Be aware you are paying for that frame. I paid $488 for the same mattress 10 days ago. I am having to wait 6+ weeks for delivery and they can't make waiting that long worth it to me. Also they charge an outrageous amount to take your old mattress. The only reason I am not cancelling is because the size mattress is hard to find....full xl.

This location is not honoring a price that another employee guaranteed. After putting down a deposit to hold the mattress, my order was cancelled with no notification whatsoever. The store manager Dan insinuated I was called and informed of the order cancellation, which is not true. No one called me from Mattress Firm at all, nor did I receive any voicemails or emails informing me that they were going to cancel my order. Dan further stated that my deposit was returned to my method of payment, which NEVER happened because if it did, I would have contacted them immediately as to why my deposit was being refunded. All I can say is buyer beware. I do not recommend them at all since they cannot be trusted.

Purchased a mattress from Mattress Firm in Sarasota, Florida last year but did not begin sleeping on it until three months ago. The mattress developed huge depressions on both sleeping sides. Warranty/return process was so cumbersome that we gave up. DO NOT EVER BUY ANYTHING FROM THESE PEOPLE AGAIN. Favorite part of our attempted complaint; when we went back to the Store Manager (Tamiami Trail/Rt. 41, Sarasota), he told us that he "has nothing to do with the return/replacement process" and was unwilling to help us out with the cumbersome online return procedure.

We bought a queen sized bed from the Cedar Park, TX location and were honestly blown away by the salesman. He was absolutely wonderful. We bought the bed, had it delivered and set up and were extremely happy. A few days ago the adjustable frame broke - not a big deal. It happens. Customer service took care of us and setup an appointment for yesterday to have it replaced for free. Again we were very happy. Then it happened. The delivery people came to replace it and while they were doing their work they made fun of my girlfriend in Spanish assuming that she couldn’t understand them. WRONG!!! I won’t post here what they said other than to say it was extremely inappropriate and I’m livid.

We had or mattresses delivered today. Isaac and Jermaine were great! They wasted no time when they arrived and dug right into haul off old and bring in the new items. Very pleasant individuals. It shows they care about what they are doing. Great Job Guys!! Also, we purchased our mattresses the day before from Aaron. He knew his job and did not pressure us into buying. He listened to our needs and fit us into mattresses that were right for us. Very caring and very pleasant individual. Great Jot Aaron! All you guys, keep up the great work! Roger and Mary

I purchased a mattress online and was emailed a delivery date of 10/11-10/13. When checking my order on 10/11, it states a different date range, much later than promised. It happens, right? I’m supposed to be out of state and can not accept this unexpected delivery. No problem, I think as I’ve already learned that you can cancel an online order prior to shipping. I checked and it was “still processing” and hadn’t shipped, so I promptly contacted the customer service chat feature to cancel and request my full refund. The representative stated the following, “I’ve submitted a request to the manufacturer to have the order released through case (number redacted).Once the order is released, I will process the cancellation and contact you with an update via email. It can take 24-72 business hours to receive a response back.”

The foam on the side of the mattress is collapsing after only 2 yrs and warranty won't cover it if it has a stain on in. My husband sweats at night in bed and they want you to put a waterproof cover on it, which would make him sweat more. What a rip-off, what are they going to do... resell the mattress to and unsuspecting customer.

Bought a bed from them in Rockin CA. They said there was a warranty for sagging. After 2 years, the bed is sagging with 2 "holes" where wife and I sleep. Both our back hurt. We sent photos showing the holes but they said that's normal. I'd never buy another bed from them. We just want to exchange the mattress with another one, even a more expensive one but the 2000 $ mattress we bought was a waste. Never use these company if you can, there's better options.

Their beds are overpriced, and their quality is questionable. The truth is that you can find a perfectly good mattress for $500 elsewhere that Mattress Firm will con you into buying for $3000. The whole mattress paradigm in the US is a big scam. In the end, the very expensive mattresses fail as often as the cheaper ones.

We were at the Puyallup Fair and were looking at the purple Mattress from Mattress Firm. We have been married for close to 40 years and we made an agreement back then any purchase over $1000 we would walk away and discuss. We told that to the salesmen, Nick, and the manager Dominique told us we didn't need to do that as he would give us 2 weeks to make that decision just make the purchase. My husband and I confirmed we had 2 weeks after delivery along with their 120-day mattress guarantee. So regrettfully we didn't walk away to discuss this purchase. We were manipulated into making the purchase believing we had the 2 weeks after delivery.

Mattress Firm does not honor their warranties! They do not replace your mattress. They give you a 'credit' and if prices have gone up- then you are out of luck or you have to pay even more! My mattress (Beautyrest) was covered under a 10 year warranty. It has only been 5 years and the mattress sags more than 3 inches! There are huge lumps! Neither Simmons/Beautyrest nor Mattress Firm will honor the warranty. The 'credit' I was issued did not cover a mattress in the entire store! Since I am having major surgery for kidney cancer I thought I was use the credit for a matress topper to be more comfortable. NOPE! Only good for a mattress! So basically- it is a coupon to get a new mattress yourself! Shame on Mattress Firm!

My boxspring was only 6 months old and it broke. I went to local store in East Hampton NY with no help. I tried the so called warranty. Sent pictures etc. The said bed frame was not level. How could they tell by pictures. So no warranty. And they blocked my e mails. The lying sales kid then sold me a updated steel boxframe that was delivered the same wood piece of junk that broke. Then said sorry. I will never buy from them again. Buyers Beware of fake warranty.

We moved our gun safe under the nightstand prior to receiving our new bed. Afterwards it was discovered that the entire safe was gone. Nobody was in our home between the time it was moved and the time it was discovered missing. My husband is retired and had not gone out either. We had two loaded guns in that safe. They must have wrapped it in the plastic wrap and carried it to the truck. The personnel at Mattress Firm have been uncooperative to say the least. I found out that they use a third party & would not divulge the name of the company. They did not return our calls.

The store is terrible. They have no live customer service. They took my order and gave me a fake delivery notice, But took my money!!! they took my money but didn't have the mattress... then they sent me a fake tracking delivery notice.. I had to send a ticket to get any answers but all they said they don't have the mattress and nor they knew when ill be able to get the mattress. PLEASE AVoid this store.

I purchased three mattresses (one king and two queens) from Mattress Firm in Portland, Oregon in 2019. One of the queen mattresses sags in two areas in the middle of the mattress. The other two mattresses are fine so far. When I called and complained, I was directed to fill out a warranty request form, which involves taking pictures of the mattress and using a downloadable measuring scale to place next to a broom stick to measure how deep the indentation is on the mattress. They also request a picture of the entire mattress which clearly show a couple of areas that are sunk. My son, who sleeps on the bed, brought up the fact that the mattress has two areas which are sunk and claims that he can touch the flat base that sits below the mattress through the soft areas of the mattress. He also complains of back pain.

Purchasing of the mattresses was flawless in the process of the selecting, processing and paying. As soon as both mattress arrived I notice a bow in one of them and obvious lack of support comparing them side to side. 7 days later provided pictures, a month later have to drive back to the same location. Others did not want to help. Set for replacement to another mattress but at time of replacement the delivery guy put a lot of effort on finding a small stain that was there, it was like they knew about it and refuse the exchange. Now I am stuck with a used mattress sold to me as new and unable to replaced. Port Saint Lucie Center. Purchased July 22nd 2023. Try to replaced August 30 2023. JO.

This company offered me a FRIENDS AND FAMILY discount with 120 day sleep trial with a money return/exchange. Also I was offered a no restocking fee if I did not like the mattress. What arrived on delivery was a broken base (I refused acceptance). I was told the mattress however was new. I was given the sales manager number (at the time of purchase) only to find it has now (one week after purchase date) been disconnected. Contacting the Main number as listed on the Web page you can leave a message with a promise of contact. No live chat or person available....After 3 days When I received a call from Customer service representative I now find out the discount program basically is floor models.. No return or exchange. So I have a used/unacceptable mattress. In the process of dispute through the charge company. DON'T buy from this company!

Buyer beware. I bought a black Beauty Rest top of the line king mattress from this company I in Rio Rancho, NM one year ago. It has a 10 year warranty. I also bought the foundation, the total bill was over $7,800!!! The mattress is starting to sag where I lie. They sent me instructions on how to measure the amount of sag. The last instruction says the tag that says ‘DO NOT REMOVE THIS TAG’ must be on the bed or warranty is voided. I check my bed. 4-6 tags on the bed. The only one not there the DO NOT REMOVE TAG. That tells me their delivery people ripped off the tag before they left my home after installation because I did not. That way they don’t have to honor their warranty.

I bought a mattress for $620 ($775 with a 20% off coupon code SAVE20) from mattressfirm.com and one month later the price dropped over $100 (to $650, the SAVE20 coupon still works), so I called them to ask for a refund referencing their 120 day price match/guarantee. THREE customer service specialists all told me that I can't get a refund because the new price has to be listed price, not a price with coupon. But both the listed prices and the prices after coupon reduced! How can they ask me to use after-coupon price ($ 620 that I paid) to match a listed price $650 (without a coupon) when actually you can use the coupon. This is definitely misleading and scammy.

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.

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.

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.

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.

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.

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.

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.

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.

I love this store. They keep best products and mattresses. The lady is very polite. I went to check out prices. She is very knowledgeable and the guy also, very clean and also professional. I would recommend to everyone to go to this location.

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!!!

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 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.

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.

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.

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!

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.

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.

From visiting a store to ordering online to delivery, the whole experience was pleasantly easy, straightforward and swift. Made the purchase on a Saturday. Was delivered by 10am on Sunday. All the individuals from Mattress Firm were professional, friendly and went over and beyond to make sure all my questions were answered and I was a happy customer. The mattress I purchased is great, when I was pondering my choice, I read reviews of the mattress, a mattress made exclusively for mattress firm by a leading manufacturer, and the critical reviews I can say are unfounded, the mattress is great!

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.

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.

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.

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.

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.

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.

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.

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.

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!

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.

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.

We purchased a new Mattress and box spring at the Mattress Firm on 4312 S. college Ave. in Fort Collins, Colorado 80525. Our sales rep. was ** who did an amazing job with informing us about the different products available. We ended up buying an mattress and box spring set and also bought the Platinum Service for delivery. Everything went like clockwork when it came to the delivery. The delivery gentlemen were truly that!, wonderful from start to finish. ** and his co worker ** were very efficient and polite. Couldn't have asked for better service and delivery updates. Thank you for a great product and service. Irena. I give it a perfect rating.

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.

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.

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!

Mrs. Harriet ** was on her A game as she greeted me with her knowledge and kind smile. Harriet's outstanding customer service and informative voice was nothing less than exceptional in my purchase for a good night sleep. Not only did she maintain my ear with her knowledge, she created a platform of maintaining me as a forever Mattress Firm consumer! She didn't attempt to hassle my decision in making my purchase, she made it comfortable and I am lucky enough to have had an awesome experience with Mrs. **. EXCEPTIONAL LADY.

In early December of 2022 placed an order online for a mattress and it was suppose to come with a free pillow so we placed the order online for this mattress and the mattress was supposed to be delivered between 12/22-12/28. We got the pillow in about 4 days so on 01/03/2023 I called the place and asked them when should we be receiving this mattress, they then told me that there wasn't an order placed for the mattress so I said to them, "You mean to tell me that I paid $179 for a pillow?" I then said I would like a refund. The lady told me that they can't refund or return the pillow so needless to say I will NEVER order from this place again and I sure hope it will help somebody else out there that might have been thinking about doing the same.

We purchased an adjustable bed frame from Mattress Firm in November. The sales guy told us it was out of stock but guaranteed one for us by December 20. On December 18 I called and inquired about it and was told they would start searching for us one. They said they would call me back. I had to keep calling them back. They finally located us one and brought it to us and set it up on December 28. It was supposed to help with my husband’s snoring, bad back and other things. It did none of these things! We were told there is no returns so now we are stuck with an expensive bed that neither one of us can sleep on. Do not trust this store!

On November 2022 my husband and I went to try the Tempurpedic in the store. We made the mistake of purchasing the ProAdapt through them. We had the mattress 21 days and decided it was not for us as it did not feel the same as in the store.. We called to have the mattress returned and was told it would be a 500.00 restocking fee and 99.00 pickup fee. We were not told any of this information beforehand and did not know until we wanted to return the mattress. Customer beware of this shady outfit.

Mattress firm is the single most horrible company I have ever had the extreme misfortune to deal with. The sales staff are unaware of policies and will lie at the drop of a hat. Once the sale is made there is no customer service. The phone lines are for sales only, customer service requires chat that promises an escalation that will trigger a phone call that you grow old waiting for. The incompetence is staggering, I rue the day I made a purchase from this insane excuse for a company. Everything that is wrong with businesses today is wrapped up in one wretched, lying, feckless package. Mischarged grossly and after 6 weeks no resolution.

I ordered a mattress, never received it. Have a tracking number and somehow got lost. Try getting in touch with customer service is a joke. Can't call, only chat or email and then have to wait days for response. I'm going on over a month now trying to get my money back to no avail. Do not do business with them.

I purchased a Sleepy's mattress in Dec. 2021, after about 6 months the edge began to break down causing the mattress to sag and lean toward the outer edge. I when through the process to file a warranty claim and finally hear back that I have to contact the manufacturer since I am out of Mattress Firm delivery area. They then gave me the wrong manufacturer contact info. When I finally found the correct manufacturer, MLily, They state that they do not accept returns on any product sold through a individual company. So after months of trying to get my mattress replace, I am still stuck with an unusable mattress. As far as I am concerned, Mattress Firm is nothing but a scammer. I am considering legal action at this point, what other option do I have?

The reason I choose a middleman like Mattress Firm wasn't because they had great pricing (their sales specials are a joke), I choose them because I wanted 1 entity to deal with in case there was any problems with the bed and/or the adjustable base. That is why I gave these clowns nearly 4 grand of my money. Worse decision ever.

Salesperson ordered incorrect size mattress protector, plus delivered wrong size frame. Waited half an hour to chat with online representative, then told they can't begin investigation until next day, so can't tell me when they think they'll send the right frame. Can't speak with a manager. Can't cancel order as they'll charge outrageous fees (even though it's their fault). Can't escalate issue as that will take 4-5 business days before they will possibly respond. I ordered one of the most expensive mattresses they sell - providing a correct frame should be simple and relatively inexpensive for them. Appalling how they treat their customers. I'll never order from them again.

We bought our mattress from them a little over a year ago, to be exact one year and a month ago. Fast forward to now, Mattress Firm customer service and the warranty department is a joke. We have had this mattress for a year and a month and the sagging in the middle is ridiculous. You are literally sleeping on top of each other. The material or the mattress itself is defective with poor workmanship and they refused to help us in anyway. Mattress firm warranty is a joke. I will never use them again and I suggest you do your research before you do too.

Yesterday, 11/12, my husband and I went to Mattress Firm on 45N and Parker to purchase a new mattress. I spoke to Kenyja the day before and was unable to show up the day. When we arrived we were immediately approached by the welcoming staff and asked for Kenyja. While we a waited we were shown the choice we made online and our questions were answered about it. Soon after Kenyja joined us with her expertise and assisted us with making an even better choice along with choosing the bedding we wanted, warranty, and showed us options we would not have otherwise known about. Thank you for the amazing experience.

Mattress purchased was nothing like product on floor. Delivered mattress was totally hard, I returned to store a re-tried floor model which was comfortable. They kept telling me I was 'wrong'. They sold me a special mattress cover which made it harder, then they said it was the wrong cover. I did get them to take mattress back but they added various additional charges, NOT disclosed. One was SO wrong they did back off that weird fee. I did not get a close to respectable refund and was not pleased with the service.

I spent about an hour in the store trying out mattresses but kept coming back to the same one. The Salesperson, Kyarra was very engaging and very nice. I decided on the 12.25" Pressure Smart Mattress. Kyarra assured me this was a good mattress for someone like she or I, who have a little more in the hip area. I got the mattress delivered fairly quickly and the very first night on the mattress was pure hell! It felt like sleeping on concrete. Kyarra had advised that I would need to sleep on it a few weeks before it would be broken in, but I never expected it to be this uncomfortable.

This was a terrible investment. DON'T DO IT!! It worked for less than a year and then stopped working and I cannot get anyone to help me fix it. It was not a cheap investment and they don't care once they have your money. I do regret this purchase. The mattress is fine. It's a purple mattress and I am happy with that. I didn't need to spend the extra grand (or whatever) for the adjustable base that only worked long enough for me to get used to it and then just stopped working. I called Mattress Firm in Walnut Creek (where I purchased it) and they said they could not help me. They gave me a ** 1-800 number to call that never answers. Now I am stuck with a stupid base that looks worse than the one I had before and had to get rid of for this "amazing" adjustable one that stopped working. So NO, I am not happy and would not buy anything from this place again... Proceed with caution. :/

The mattress is to hard. Can't put the adjustable base in a comfortable position to sleep. Feels like you are confined. Was lied to by sales people, cannot return bed or cancel contract. Now have $4000 bed that I can't use or sleep on, but still have to pay for it. Not to mention it also hurt my credit score. Now have a credit card for Mattress Firm to use to buy accessories. Don't need it, don't want it.

Unfortunately I had to learn the hard way. I purchased a top of the line mattress from Mattress Firm on Blossom Hill Rd and I was lied to and almost ripped off but thank God my bank returned all my money after I disputed the charges. Long story short, I was sold a defective $3500 Beautyrest mattress which was hard as a rock, blew my shoulder out and Lawrence from Blossom Hill store had the nerves to try and sell me another hard mattress. I needed a soft mattress and I inquired if I could buy a floor model and Lawrence lied and said they do not sell floor models because he was apparently only concerned about his commission or just making money.

Do not buy anything from this company. In May 2022 I went to the Mattress Firm 4030 Dowlen Rd. Suite 2 Beaumont Texas. I bought a queen mattress supposedly retail price 1800.00. Floor model on sale 999.99 and a adjustable frame. I put 500.00 down payment. Balance 1700. I received delivery June 2022. After sleeping on the bed 5 days I heard a loud pop and the mattress had sagged on the left side. I called the store. Was told the manager was on vacation. I called back when he returned. This man was rude. Not the same person the day when I went in to buy this bed and got a adjustable frame that was not free.

I purchased a bed frame which was suppose to be all metal, DON’T Buy From this Company, it’s part plastic, they don’t honor their sales and they give you a number with no one to respond. CHEAP Products.

After extensive research, we found the exact mattress we wanted. I ordered it over the phone with a local Mattress Firm store. The delivery date was set for several weeks later. Then, we were told the delivery date would be later. We tried to speak with someone in the main office in TX with no luck. The staff there didn't seem to know about our purchase Order #...nor did they care!

I purchased three mattresses from this company all the same time. A queen, a full, and a king, Stern and Foster top-of-the-line. After four months of sleeping on it it began to sag. When I called about warranty they made me file a claim take pictures measure etc. Then they asked for the tags. The other two beds had tags displayed however this king did not. I absolutely did not remove the tag. I think it came without a tag or maybe it was even used and that’s why it’s sagging. Why would I leave tags on the other beds if I removed it as a claim I did or must have. They basically said cannot do anything without tags. Even though I have receipts and I only have slept on the mattress for four months. This is horrible customer service take your business elsewhere.

Buyer Beware! Mattress Firm does NOT honor their warranty! You file a claim, jump through hoops to try to show in pictures (because they say they have no one in your area to come to your home ...Chicagoland area!?!?) just for them to quickly deny your claim. Mattress sinks, we roll into each other like getting pulled under a boat, or wedged under the other person. Toss and turn all night just to wake with pain in back and shoulders. Four years left on warranty! When they sell you the product they reassure you that if you encounter any issues they have a solid warranty program that will protect you!! HOGWASH!

Back in 2/21 purchased a king size bed for $1100.00. Had to warranty it once which was fine because of severe sagging. New mattress delivered 1/2022. Again after being told that most likely wouldn't happen again we have sagging. Warrantied it and this time I was given 1100.00 store credit and we go to get the new one a different brand/style. I didn't have an issue paying the difference but they wouldn't give me the sale price of 1299. So I ended up paying another 1000. Instead of 200. Because they said they had to take the sale price away because it was a warranty. Then to top it off, I am now paying delivery charges for a third time!!! I have had it with Mattress Firm. I will never shop there again, I am cancelling their credit card, I am done with this company. And not to mention...As soon as we mentioned warranty the guy's whole demeanor changes and treated us like we weren't paying customers. Terrible service as well.

Ordered and paid for a mattress on 6/22 from the Pace FL location and it was delivered a few days later. Then they showed up the following week to deliver the exact same order in which I refused as we already had my order. Now they have turned it over to a collection agency saying I still owe them the same amount. Called the morning of 8/22 and spoke with the branch manager who was totally clueless. He stated he could see in their system where I had already paid for it and said he could get me in contact with someone in their finance department. I informed him this isn't my responsibility and it was theirs. The manager couldn't care less. No apologies, nothing. Just there to collect a paycheck. He couldn't manage his way out of a wet paper bag. Long and short, don't purchase from Mattress Firm.

This mattress feels exactly like an air mattress. We got ours over a month ago and I haven’t been able to have a good night sleep since. I am a healthy 125 lbs person with no chronic pain. Every morning I wake up sore in this bed all over and sometimes with sciatica pain. You definitely sink towards the middle at night. The sleep IQ is just a joke. It tracks my sleep from 6-11 pm??!! When I’m not even in bed. We called and told them that the bed squeaks.

Had Mr. Matthew ** for our sleep expert, he was very knowledgeable on the products and had answers for all our questions. Delivery was exactly what he stated, we're very happy with our purchase and would recommend this store to anyone!! Mattress Firm Rocky Point, N.Y.

Purchased a Beautyrest, $1,000. After two weeks both sides were sagging. Mattress Firm will not discuss until you have slept on it 21 days. Now, 21 days and sagging even more. To return it is a 20% restocking fee (guess they are going to pawn it off on someone else) and a $99 fee. To exchange it is a 10% restocking fee and a $99 fee. This is obviously a defective mattress.

Delivery day I received the phone call saying my delivery was 10 minutes away. The delivery truck pulls up, they sit in the truck 10 minutes or so then pull off. No delivery what so ever...I left work early to be able to be there for the delivery. I've spoken with 3 different salesperson and no one can give me a reason why this happened. So I have to inconvenience myself for 2 more days because of this incompetence. This is horrible customer service and nothing to accommodate the inconvenience. I've been a loyal customer to this company. I will never use Mattress Firm again. Really bad customer service.

We purchased a set of 2 Xl twin adjustable bases and mattresses from Mattress Firm, mainly to help manage snoring issues and different sleep needs. The beds were delivered on time but delivery techs were unskilled and rude, just wanted to drop the delivery and run. The mattresses are fine. The bases are not working as advertised. We have the beds for nearly 1 month and bases snoring response feature doesn’t work. We called the store and were told to call number in the back of remote control for tech support. We called and a tech came to the home who was as clueless as the delivery guys. We contacted the store manager who promised to escalate the situation. We’re still here waiting but no help has come. We may end up returning frames and buy cheaper options if this high end product won’t deliver and the support is non existent.

2 months ago I ordered a king sized bed frame. 3 weeks later I opened the arrived box to find it to be a queen sized frame. Upon perusal of my emails I discovered that Mattress Firm actually confirmed the wrong size on the order despite the clear order size. They tried to blame it on the manufacturer who shipped to me and told me to take it up with them; however, since I had the email clearly defining Mattress Firm's culpability they opened a case and asked me for pictures and description which I sent the same day. A week later nothing had been done. I emailed again. They thanked me for my patience. 2 weeks after that I emailed yet again and got the same missive thanking me for my patience but with no offer of help or a status update.

My husband and I walked into the Mattress store at 12182 HWY 17 Murrells inlet SC and our sleep expert ** was super. He helped us find the perfect twin set for our grandson who will be here in 2 weeks. Also he recommended an adjustable base for our king bed that we find very hard to get a good night sleep on. Can not wait to try it out. Delivery was the next day and the drivers were very courteous, polite and efficient. Could not do enough. I would recommend this location highly. We were very pleased.

Got a mattress lesser than the cost. Paid $500 restock fee twice. We still since April do not have our refund difference. Really is bad business. Leesburg Fl. Store. They took about $1645 from us. SAD.

We purchased a vaunted Mattress Firm adjustable Mattress Firm mattress back in October, now it's June and we've tried to reach corporate customer service almost since the beginning. Bed power cord frayed by vacuum cleaner. But it's under warranty only if you can reach them. Keep getting numbers from local office. No answer or you hold for hours before being cut off. This must be a corporate shell game. You spend lots of money, you get lots of promises but no satisfaction. Stay away. There are so many mattress firms (small m) out there. Do yourself a favor and pick another.

Last week I bought a high-end king Tempur-Pedic mattress, power base, warranty, etc., etc. package from Mattress Firm. Part of the package was a set king of Tempur-ProPerformance listed at a retail price of $279! For that price you expect a fabulous set of sheets. These were the worst sheets I have ever purchased! They should even sell such low quality sheets, especially for the price. They are made of a very thin, stretchy polyester that stretches like crazy. It wrinkles, doubles up and stretches into bunches under you all night long. It is the worst sleep experience ever. When I called to complain about the sheets, I was told they could not be returned or exchanged. If this is the type of product Mattress Firm promotes and pawns off on its customers, I wonder if everything else I bought was a scam also. Not happy.

Ordered what was advertised as a hide-a-bed/sofa bed. I received a rolled up piece of foam made in the Philippines. I contacted customer service to return or exchange the product. I was told sorry-no can do. I'm thoroughly disgusted an 'american' business would stoop so low as to defraud a disabled senior with deceptive marketing.

I ordered a mattress and have not been able to cancel the order. I canceled the order the same day. When I checked a few days later, they said they cannot cancel the order. Fraudulent or incompetent.

I bought a mattress at Mattress Firm and it was not a good quality, when back and could not locate the seller as of now unable to do anything. Very dissatisfied with the product. I have not contacted the manager yet.

The customer service is terrible and beware of the contract terms. I ordered two twin Xl mattresses with adjustable bases from the Stamford, CT, Summer street store. When the mattresses were delivered in Florida, one was shorter than the other, and one was wider than the other. On 5/2/22 at 12.50 p.m. I spoke to Scott at the Stamford Office. He promised to contact the salesperson Joseph and inform him. I did not hear from Joseph. So I called again on 5/4/22; I spoke to one Christina at the Stamford store telephone number. She told me that she would ask Joseph to contact me and said that if I wanted to exchange, I had to pay a fee of $99.00. It seems incredulous that they deliver mattresses that do not meet the dimensions in the order terms, their mistake, yet I must pay a fee of $99.00. She promised that she would ask Joseph to get in touch with me. Mr. Joseph, I am still waiting.

The delivery team damaged our ceiling bringing the new mattress up our stairs. Did not bring face masks. We had to supply them. The bed was too low. Did not adjust it. The salesperson did not tell about the height of the mattress. When we complained, the manager said that he could order extenders but did not offer us help to install them. We asked for our money back after 3 days. There is a 120 night free trial. We were surprised to find that it did not cover the remote controlled adjustable base. We are out $1299 for the base and a restocking fee for the mattress. The salesperson was not informative and the manager was unhelpful, We had a much better experience working with a knowledgeable sales woman and Macy’s

Spoke with a very nice lady on the phone. Everything was "no problem ". I explained that I was looking for a firm RV mattress and she sent me an email with the mattress she was recommending. This is her response. "There is not a firm, however this is a medium, which in memory foam, is very supportive. It is made much like the Original Tempurpedic mattress, which was also an 8” memory foam. It is conforming, but being it is not too thick, you won’t sink into it like the thicker, more plush memory foam mattresses. I always say, ‘less is best with memory foam’, meaning the less thick they are, the better they feel."

Not just bad customer service but NO customer service. I spent over $4000. on a mattress and adjustable bed frame which DOES NOT WORK. Despite phone calls to the retail location - Mattress Firm, Crossroads Town Center, 2920 E. Germann Road, Chandler, AZ 85286 USA I have not received any customer service to handle the frame that DOES NOT WORK. I WAS TOLD TO CALL THE MANUFACTURER DIRECTLY AND DID. Still not fixed. Over a month and numerous attempts to reach out for assistance in getting this brand new fully warranted purchase handled. Forget this company. Better to just save money and buy online. I thought that by going to a retail location I would get service. WRONG.

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…

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.

I purchased a mattress from this company. A Beauty Rest Signature by Simmons. I paid almost $1300 for the mattress. Within a few years it began to break down on one side. Sagging so badly you could not see across the bed. It was like climbing a mountain to get to the middle of the bed. When in the middle you will roll off into the pit of hell that makes your back hurt so bad you can't sleep. I jumped through all of their hoops and got back what I expected. It's normal wear. Malarkey!

The warranty reviews are accurate. Paid $1600 for a mattress. Submitted photos and all required information to be denied. Company stated they do not cover tears in mattress seams. The mattress is only a year old. Do not trust or buy from Mattress Firm. Warranty is a fake. Plus the mattress was discontinued. More evidence that the product was worthless.

I bought Mattress Firm 3 yrs ago. Recently issues warranty claim as mattress is sagging. Claim had to have mattress measured for depth of sag. It was sagging on left side as I complained. My mattress is not covered because it has a stain on top left corner that is barely visible. It is from dog jumping on bed when sheets were off, he can always find the mud. It dried & is barely visible by ANY Stain invalidates warranty. So now have $1300 mattress with sag on adjustable bed platform. I’m 72. Barely slept on it for 2 of 4 yrs as am consultant so it is definitely a RIP OFF.

Refused order on a delivery because the product was not what was described on the web. Was told that this was OK by the store and they are refusing to refund my money. This company is a total complete rip off. My expectation was that they were going to honor their word however they don’t and you can’t get a hold of anybody whatsoever.