Mattress Firm Reviews

In 2019 we purchased the IntelliBed. After 2.5 years, the mattress started sagging in many areas. I worked with Alex from Mattress Firm in Leominster and Natasha District Manager to get mattress returned. After trying out several beds, we decided to purchase another brand. Alex and Natasha were most helpful. I give the customer experience an 'A'. Note: NEVER NEVER remove and tags off mattress. Removal of tags voids warranty.

I purchased a new mattress and adjustable bed from Mattress Firm and when I did I was informed that it would be about 4 weeks before it was available, no problem. We set a delivery date and I was informed that the merchandise would be available before the delivery date. About two weeks before the delivery date I called and asked to move up the delivery day and was told that would not be an issue. On the new delivery date, no delivery. I contacted the store and they could not explain but set a new date two days later. Guess what, again no delivery. I contacted the warehouse and they explained that the store had not made the requested changes to the delivery. Apparently left hand has no idea what the right is doing, in the meantime Mattress Firm has my $3000 + and I have no new mattress!

Before buying a new bed, I researched several brands and companies. I decided to purchase a hybrid memory foam over coil Simmons from Mattress Firm because of the "sleep guarantee" for 3 months. Plus they had a decent deal on the bed and 0% financing. However after only 1 yr, the center of the bed has a depression in the middle, so bad that you feel like you are rolling towards the center all the time. I contacted the sales people who suggested I file a warranty claim on the Mattress Firm website. They also told me it was unlikely I would get anything for the warranty....Well they were right! Nothing! I submitted the pictures requested in exactly the manner they requested on the website. After a few days, they told me that the bed had "normal wear". I'm not sure how they can tell that when the top of the bed has memory foam and looks brand new?!? It's the coil structure that feels like it failed. I even said that in the original request. So buyer beware. They DO NOT stand behind their product. After 90 days you are stuck.

Updated on 03/12/2022: Been a week since the installer of my bed accidentally took the remote to the bed, and still no replacement remote. Today I was promised I’d have the replacement remote, but when the installer showed up he said he was here to fix the bed and that he didn’t have a remote and didn’t know what I was talking about. Impossible to speak to anyone from Mattress Firm and still waiting for a call back which I was supposed to get 2 days ago!

I wish I can give them 0 Star. Hassle return policy and wasting your time. There is some companies trying to make money and servicing the customers the best way like Costco, and there is companies trying only making money and don't care about customers like Mattress Firm. I bought Beauty rest King size and after 4 months sagging, my weight 205 LBs.

I received this as a replacement product for a foam /unbreathable mattress that I had bought from them a month earlier. Paid an additional almost $200/ because it was supposed to have better support, better quality and be very breathable. The first day I slept on it my back started hurting so I asked my teenage son to try it. He woke up in the middle of the time and told me Mom I need my bed back my back hurts. I called and asked to return it. Additional $200/ for returns because they do not take more than one for free. I have been sleeping on it this past week waiting for a new order. I have had terrible legs pulling, backaches and had to take ** every night before bed. Finally slept on the carpeted floor.

I filed a warranty claim in Dec, finally had it approved in January and still don’t have a bed. I get nothing but excuses and lame sales tactics from the Walla Walla store manager and little support from the company itself. Do your research before you buy from this company. They have a history of poor customer service if there are any problems with their product. You are not a priority unless you’re spending money.

Went to store to file a claim and were told it had to be done on line and would take about 10 min. Took over an hour because of all the pictures they required. The store Manager and a salesperson said that what we showed then in a picture should not happen. Sent everything in that was required and 5 days later got an email that the claim was denied. No one came to look at the problem and how could someone sitting in an office make that decision from a picture when the people that sell the product everyday said this issue should not happen. I don't think I would ever buy another product from them. They tout how great their warranties are to get you to buy and then deny any claim you have after.

I had purchased a plush king Beautyrest from the manager at Mattress Firm when I went to the shop explaining the back & neck pains I have and I needed a bed that supported the back & neck. When I received the mattress, it was so stiff and I called to return the mattress within 2 days of sleeping on it. Salesman convinced me to keep the mattress as it will soften over time.

I bought a Sleepy Mattress from the local Mattress Firm and the mattress performed well for several months and things went downhill fast. I am a back sleeper and weigh less than 130 pounds. I began to notice a soft spot under my hips and the longer I used the deeper the hole got. I tried to contact the customer support group and couldn’t talk to a single person. I tried chat with the same result. They offer a service that for $79.95 they would send a representative who would work the problem. Problem solved!…

Very pissed off at Mattress Firm. They told my husband our new mattress would be delivered today and he would receive a call last night to schedule a time. He finally contacts customer service today and they tell him there was a glitch in the system and won't come till next Thursday. We've been sleeping on a crappy mattress and needed this delivered today. The rep thought that she could just upgrade us to gold delivery and we would just be ok with it. I will never buy from them again.

I bought a mattress and adjustable base because they talked it up like it was gold. The mattress that I bought, I have had for 3 months and has already broken down. The base which originally cost $700 is crap, Don't buy one, you won't use it. The mattress that was supposed to be for back and side sleepers has given me back problems and a pinched nerve in my shoulder and I cannot sleep through the night without the constant throbbing pain of my shoulder waking me up. I cannot even afford to buy a new bed due to the fact that this bed cost me over $1700.

DO NOT SHOP HERE. I am so absolutely disgusted. I ordered a mattress on Saturday night and realized two hours later it was the wrong size. I emailed them frantically. They said the sales agent would get back to me within 48 hours. I emailed them on Monday. They promised they'd send me a link to change the size. No email came. I emailed yesterday to cancel because I would afraid it would arrive. This morning, I got an e-mail to process the cancellation. Well guess what? It's 1:28 and the mattress is HERE. They don't even have a customer service phone number!!!! They do everything online!!!! Now they have lost my business and they are picking up the mattress tomorrow. I am so absolutely disgusted. I was willing to work with them over the error, and this is what happened.

No phone number just a chat that is offline all the time. It's been 1 month since the date they promised they deliver. When you chat to support they drop the chat in the middle. And you have to wait hrs again and explain the whole issue. Probably a scam. Be careful.

Ordered a twin mattress and frame on 1/6/2022. Cancelled order 1/11/2022. Company notified me a refund would be issued within 7 to 10 business days. 1/22/2022 got email they were delivering the mattress. I tried to stop the delivery since the order was cancelled. The only way to communicate with the company for an online order is thru online Chat or submitting a form requesting assistance. Tried both ways and sent an email to agent that cancelled my order, to no avail. Got email telling me the approximate time of the delivery and the driver would contact me prior to delivering the mattress. Got automated message instead of the driver calling so I couldn't tell them not to deliver. Driver and assistant came. Arrived at my house. Neither spoke English, they had to get their manager on the phone. Explained order had been cancelled thus I couldn't accept delivery. She indicated they would take mattress back to warehouse and notify Mattress Firm.

We have a mattress we purchased on Feb 23 2021 and the coil is popping out of the sides top and bottom of the mattress. We were told to file a warranty claim and provide photos. Most of these photos had nothing to do with the part where the coil is popping out. This is so bad it damaged our box spring and foam topper that was on top of the mattress. If we didn't have the topper it would have stabbed us while we were sleeping on it. Our warranty claim was denied. This is not even a year old! We are asking for a refund or replacement of a safer mattress. We would even be will to accept a credit to purchase a brand name that is safer and will last more than a year. This is not acceptable we have a defective product and they are refusing to replace it!

I went into the store trying to find a mattress that would help with back pain. The salesperson (Thomas) assured me that I could return it for my money back or for an exchange. I asked him what was the language and definitions of that because I had learned in the past what they say and what they mean isn’t always the same. He assured me it meant just what it said and they would take very good care of me. I opted to do their financing with no interest and I already had their credit card so I requested to use the one I already had but I wanted the promotional rate. When I got the mattress it didn’t feel anything like the one in the store that I had laid on. I had to return it but in the meantime I found out he had applied for a new card in my name instead of using the one I had given him and when I tried to take it back I found out there would be $100 charge to pick back up plus $500 to restock that. I felt betrayed on all counts.

The salesman (Eric) is terrific. Whether the company itself is, it would be presumptuous of us to say because we do not know enough about the company. Eric has gone the extra mile on our behalf in post-sale customer service, possibly - possibly - because the company could not or would not. Prior to our decision to purchase, Eric (and a colleague) answered our questions perfectly lucidly and knowledgeably.

We ordered a mattress online and it was supposed to be delivered within a week. It keeps getting pushed back. If we call in, they say that they cannot help because it was a web order and we have to go through chat. If we go on chat, they do not help. This has been a huge waste of time and we're canceling the order. Do yourself a favor and go to a reputable store and deal with someone in person. Mattress Firm doesn't care about their customers and is no help.

My wife and I have back issues, so we decided to buy a Tempur-Pedic Mattress and frame. We bought it from the Mattress Firm. I wanted to place a good down payment, but the sales person convinced me he could get me 5 years no interest financing on the entire purchase. It sounded good to me so I agreed. Long story short we ended up swapping beds 4 times to find the right bed for us. the process was painless, and we ended up finding the perfect bed for us.

Delivery repeatedly delayed. They attempted to fix the problem by scheduling delivery of an inferior mattress and not offering any sort of credit. They said I could exchange later if not happy with the substituted mattress. Needless to say I canceled the entire order. Be warned that they do not meet their delivery or product commitments.

If you use Mattress Firm’s financing, be aware that they may up monthly payments. I called a customer service agent after being charged late fees due to the auto payment falling on a weekend. The payment had arrived one day late. I paid the fee and moved the auto payment date so it would not happen again. The agent confirmed that auto payment date was correct so the payment would not be late in the future. Without missing or being late for a payment, I kept getting charged more for additional late fees. I called and they said I needed to continue paying late fees. Do not get this card or use it to finance a bed purchase.

Although I have purchased from them twice before and the experience was good. I purchased the same type mattress recently. It seemed OK in the beginning but after 45 days it sank really bad. It was difficult to get out of the bed. I returned it and got a replacement which had the same problem after 45 days. At this point I just wanted my money back and to return the mattress. They informed me that I had voided the warranty because I didn't purchase the recommended bed frame which was never mentioned to me during the sale. Now I am stuck with a mattress that is uncomfortable to sleep on by me.

I purchased a New mattress in Chesterfield MO & the mattress came with a 10 yr warranty. I’ve tried to contact the Corporate for the Warranty service But No Response is available. They need to be taken to Court for Fraudulent Warranties.

I really enjoyed my experience at first the salesperson always really nice which I enjoyed and I was able to get my mattress very quickly. Well while having it not that long I noticed it would indent. I didn’t like it and wanted a different bed but not from them because it was 2700 for the bed I had. I decided to return it and it was expensive as hell. Not to mention I got an adjustable bed frame and no one told me it was non refundable! I feel scammed and I’m confused on how I still owe 1600 to this company for a lack of quality in something they sold me! Not a good process, SUPER EXPENSIVE, and shady! Never going here again and I’m telling everyone not to go here.

Order Beautyrest mattress by phone and sales person promise that delivery to room is free and will take the old mattress but when delivery guy came he said he can drop outside only as showed me that nothing is mentioned in the notes. They lie to me to get the business. I was getting better deal online but because he promise this delivery I opted this. When I tried to return as it was too firm and was not all comfortable they said that I have to pay $100 delivery and 20% restocking fee. I learnt a lesson that at least for mattress go to store and checking it before buying. Never buy mattress online.

The mattress we purchased is good. Not really worth the 2600$ we have to pay but good. My issue is their financing system. I lost 82 points from my credit score due to how they report it! Basically they don't tell you it's a credit card and once the full amount reported well it looks like you maxed out your cc!! That hit is gonna take years to recover and I'm extremely upset about it! Thanks Mattress Firm. I will NEVER comeback again!

I purchased a Zinus My Gel queen mattress online from Mattress Firm on 10/27/21. I was told my order would be delivered in 3-5 days. I also requested that it be set up in my home. I called 3 days later to see if they had an exact delivery date yet. They found my order right away and said that it would be two weeks & that I ordered contactless delivery. Then I was told then that in order to have it set up in my home I would need to call back and tell them on or a few days before 11/2.

The problem everyone has with Mattress Firm. Do not deliver. They do not call to say date has changed. Do not buy from the folks. You will be wasting your time and even your pto for nothing. Had it in stock when you took my money two weeks before I was to have it.

I am rating this store as LOW as possible. After placing an order over a week ago and paying $200 for a specific 2 hour delivery window, got a call 10 minutes before the delivery window saying there wasn't going to be a delivery. Part of the order is not in stock and instead of asking if a partial delivery is acceptable, the warehouse decided to do no delivery.

I did not read the fine print; if you do not complete the finance free time period, with only 390.00 left to go, they do not charge you a fee on the balance, but the entire thing. Bigger hole. Very deceptive.

When in somebody bragged about the Purple mattress and so I got it for $2,997 in change and I have back pain and it does not help that at all. I don't care what you advertise. It's the worst bed that I've ever slept on. I wake up with back pain every single day! Wish I could have given a zero as I said.

DO NOT buy from Mattress Firm. They charged me $784 return fee for a mattress I never slept on. I contacted them and let them know I was unable to stand the gasses that were emitting from their mattress. They told me I had to keep the mattress for at least 2 weeks. To be fair the contract did state that there would be a restocking fee ($99) and return fees (20% because you have the audacity not to like their mattress and another 20% because you have better sense than to buy a replacement from them).

The delivery crew was professional and friendly. Always wearing a mask and easy to talk with. At first they told me, they did not set up the headboard set. But after I called Ms. **, she contacted the delivery company, The crew came back and set up the headboard. Even though it was not a scheduled task, they did well with no issues. The crew gets a 10 in delivery and set up.

I purchased two mattress recently at Mattress Firm. At delivery - one was extremely wet and very stained. The delivery group left it - obviously knowing it was extremely wet and stained. My Mom recently broke her hip. I went to the store to purchase an adjustable base so she could raise her legs and head. The day before delivery, Mattress Firm called to say it would be another week. Frustration is really not the appropriate word. It is more they need to understand - there are people behind these purchases, and at times, individuals who are in desperate need of these products. Although the mattresses may be good quality - the customer service is not. I would not recommend the company!

I selected and paid for a mattress over a month ago at Mattress Firm in Visalia, CA. Every week, someone from Mattress Firm calls me to schedule a delivery, and every week they cancel the delivery the day before and tell me that my mattress will be delivered the following week. This has been ongoing for over a month. Today, Adrian called me and told me that my mattress was "in the warehouse" - yay!! - and warned me that if I didn't schedule a delivery during the week (while I'm at work) that the mattress I paid for would be delivered to someone else.

We purchased a mattress from the Hagerstown MD Mattress Firm store. It didn't meet our expectations and we woke after the first night with horrible backaches. They graciously helped out with a hassle free exchange for another mattress of better quality. "Mike" the assistant store manager helped us out, he was great!!!

Salesperson was condescending and argumentative. Opted to purchase with them because salesperson said they had it available in the warehouse whereas the other mattress companies we had visited said 6 weeks or longer because the mattress was handmade. She said it would only be delivery time from the warehouse and gave a date 10 days away for it to be there. Then she changed it saying she needed to add 2 days just in case so it wouldn’t be an overdue order.

I searched the site with measurements for a tri fold mattress to replace the one on my futon chair. It came up with one meeting the measurements. I went to the brick and mortar store asking for the product, and they told me they never carry them in the store. The store advertises a 120 day return policy, so I wasn't too worried. I went back home and ordered it. First off, I was supposed to have it by Friday of that week and it was 5 days late. Maybe that is not their fault, but I was unable to reach a human about the issue. Then I receive the mattress and it is the wrong size. I have no idea why the one I was looking at was not the one that went into my cart, but I received a useless item. I contacted customer support and they want me to pay $100 return delivery fee plus a 10% restocking fee. The mattress didn't even cost $100! They are not willing to do anything to help remedy the situation. I definitely do not recommend ordering anything online from them.

My husband and I recently went to Mattress Firm planning on purchasing a queen size foam mattress for our son and a king size Purple mattress for ourselves. However, the very convincing sales person showed us a floor model Intellibed mattress that was being clearanced out. In the store the king mattress was fine but after a week and a half of sleepless nights and the mattress not living up to the hype I called the store to see what my options were. It turns out that I have no options, I am stuck with the bed since it was a floor model. We were told that there would be no 120 day sleep trial but were left with the impression that we’d have 30 days. No one ever said this would be a final sale or that no returns or exchanges would be available. We do not buy mattresses often, once every 15 years, but when we spend over $2000 on one we expect it to be comfortable.

I purchased a bed from Mattress Firm And decided I didn't need it. Never received it. They were supposed to issue me a refund. I paid cash so you have to wait 2 to 4 weeks But it has been 6 weeks and I still don't have my money.

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

I was supposed to have a delivery on Thursday. I took the day off work to accept the delivery and received a call the night before at 4 o'clock that the delivery was delayed to Saturday. Too late now to cancel my day off. Then, I said it must be delivered in the morning on Saturday for the redelivery. It was scheduled for 1:30-3:30, not the morning. Then it was rescheduled for Monday with Diamond server so that it would arrive between 10-12. I received a call about delivery between 11:30-1:30 and it was Silver service, meaning they would not offer the level of delivery I even paid for originally (Gold Service). I received a call from a corporate representative in response to a bad review and they apologized and offered a credit on the order. Now 15 days later and no credit and no one is even aware of such credit to be issued.

I would give a ZERO if I can. I placed an order with the company because it told me that the order would arrive in 3 - 5 business days. After 5 business days, nothing happened. I checked the order status, and the order had not even been shipped. In fact, I realized that they even updated the estimated delivery to TWO MONTHS LATER. I called their customer service and could not reach a real person. I then used their online chatbox and explained my situation, the agent said a FedEx tracking number had been created. The company thinks its customers are stupid: just because a label was created, it does not mean a package has been shipped. Ironically, the agent ended our conversation before I tried to follow up because of my "inactivity." I needed only one minute to type my response and this agent did not have that one minute for a customer. What a stupid company and terrible customer service. This company is a total scam, AVOID IT AT ANY COST.

We spent over $3000 on a new mattress at Mattress Firm in Hagerstown, MD. We paid for gold delivery service and were told we would be notified of the delivery window prior to the date we selected. We received a text at 5:45 pm the day before, to be notified of a delivery window of two hours between 2:45 pm and 4:45 pm. This was unacceptable. There was no way to change the time, only the date. For the $200 gold service delivery you would think we'd been asked for our delivery hour preference. But no, it's only made to suit the company's schedule. I would never buy anything else from Mattress Firm, nor would I recommend anyone to consider using their services.

I went to Mattress Firm and purchased a $2500 mattress. The salesperson, Curtis, was wonderful in helping us find a mattress that fits our sleep needs. There were four in stock at the distribution center and we went over to pick it up. When we went into the office to give Shelia our paperwork. From her desk (because she would not come to the customer service window), she informed us that they did not have our mattress.

We tried out a mattress obtained from Mattress Firm and were not completely satisfied with it so we decided to return it and buy a mattress from a competitor and called and asked them to take it back. There is no need to to name the dealer because the policy we encountered is company wide. However, just for completeness sake we are talking about the store in Redmond, Oregon. Since we paid for it up front we were informed that our refund would have $599 deducted - $99.00 for shipping and $500 for a restocking fee. If you read the legalese fine print you will find that this is indeed what the contract says. I do not dispute that this is legal. My response is that it is exceedingly unfair and of questionable morality.

Original order for Sealy Briar Rose Firm Mattress. The mattress was too hard so we went back and exchanged it for the Briar Rose Cushion Firm Eurotop which took two months to arrive. This mattress developed a dent within a month of use so we reached out to the store and sent them pictures. The store said they could not replace it even if it was still under warranty since they did not carry/sell the mattress anymore and that we had to go to the store to try out other mattresses to replace it.

So due to extreme inconvenience (i.e. losing a day's pay about 100 dollars) I was supposed to get a refund of 100. And one for delivery charge too. I can’t reach anyone there or at MySynchrony. I rate 0 stars. At first it said it goes through Mattress Firm 2-3 weeks refund then it said MySynchrony (credit company for mattress firm) then it said 1-2 billing cycles. Bought the bed in mid May now it’s mid August and it’s been 2 billing cycles. I see no refund in sight honestly with this terrible of customer service. We are talking about 220 dollars. Which is a whole bill and more for me that I could use on other bills. MySynchrony said to go to mattress firm now and now I can’t talk to anyone at mattress firm. I even did the agent in the chat and they ended the chat without me even speaking. This service is terrible and I will never use these companies again even if someone paid me to. 0 stars.

I don’t know of any places to recommend other people to get a mattress but I do know that I will be telling them not to go to a mattress firm. The people are nice enough and the bed is comfortable but the stress really made the experience. Together, my partner and I called about 10 times. They had the wrong information for us after changing it 3 times. Our delivery was delayed twice, we got no notice the second time and we had to call them at 5 pm to find out they didn’t even have the mattress in stock. We finally got the mattress but they had no idea we had a frame. We got upgraded to the Gold service for the delays, we were told that everything would be brought up, set up, and cleaned up. Nothing was set up and they left all the plastic as a parting gift. Now I have to hunt down my bill because they told me how “easy” it is to finance. To whoever buys a mattress here, I hope that you are smarter than I. Get a refund.

I needed a mattress topper because of my arthritis. I decided to purchase one at a brick-and-mortar store instead of on the internet for the customer service in case something goes wrong. Two months after purchasing a 4-inch foam mattress topper I noticed a huge tear in the middle of it and smaller tears along the outer surface. I called Mattress Firm and they told me to contact the manufacturer. It seemed like they couldn't wait to get me off of the phone. This was the exact purpose of buying from their store instead of getting it cheaper on the Internet. All they did for me was make me regret going to their store. No customer service at all.

My Order #** Tempurpedic Adjustable Base was delivered on July 20 2021. I truly expected the item to match the impeccable customer service that I received from the saleslady. The setup guys were in and out in less than 20 minutes. They left a card stating I would receive an “un-received” text and an email to rate my satisfaction. This is only “53” not “54” and neither one of the USB works! Why should I have to utilize the warranty so soon after the delivery? Why would a purchase over $1000 be considered un-returnable when the descriptions are inaccurate? I submitted this review here due to not receiving the promised questionnaire from Mattress Firm.

The Kingsdown bed is horrible. It begins to slump after only two or three days and Mattress Firm sucks because after the products they sell malfunction, they send a ridiculous ruler to have you measure things and will tell you that if they are to come in evaluate the product you have to pay a large sum of money. Purchase your product elsewhere.

Mattress Firm in north Kingston N.Y. Store. Purchase 12/2019. Issue with Mattress & box springs. Sales Manager refused to handle complaint, which is her job & sent me to salesman to rectify problem. I dealt with 5 salesmen & no one could help---only the manager. She would not let me speak or message her District manager--who could have approved my exchange or credit. They Discontinued my James & Owens products, therefore no exchange available. That company is now dissolved. That company told me Mattress Firm would warranty items. She did not return phone calls & minimal messages. Had to drive to store to talk to her several times to pursue issue.

I won’t bore you with all the details but basically I bought a mattress and it lasted 6 months before becoming unusable. ZERO help from their customer service department! Every non-defective mattress should last longer than 6 months…Mattress Firm doesn’t agree. They are just not a good company. There are a ton of options out there, exercise any one of them before you waste your money here! Peace.

My husband and I bought this mattress when we moved to Bradenton FL in November 2020. I asked the sales girl for the warranty information and she said they only needed to enter our phone number into the computer to get information if there was a problem. It is now July 2021 and our mattress has been sinking/sagging for the last 3 months. Since it was past the timeline to return it, they told me to file a claim for the warranty. I did and was told that because I had partially cut the tag off the mattress that they would not do anything. They sent the warranty information in this email. This was the first time I had seen the warranty.

Mattress Firm is very expensive and they do not honor their warranty. My mattress started puffing and sinking in the middle, I tried to get a new one with my warranty but they denied me. The mattress is also so uncomfortable. I have never slept in such an uncomfortable mattress like the one I bought from them.

Name brand but last line quality mattresses. 120 days trial sounds great but read behind invoice. There is $99 return fee plus 20% restocking fee. Unable to compare mattress because not sold other reputed retailers. I feel bad for people do not read reviews like me. I end up paying $300 return fee in 21 days. Poor customer service. Waited and came back to to make a refund.

After taking my clean bug free mattress out to my porch they saw an old dead beetle inside the sealed plastic of my old box spring. They put my box spring back, brought my old mattress back in and onto the bed. We were confused. They mentioned that they wouldn't take my old mattress because of the beetle (said they wouldn't even if it had been an ant) which was fine. I can understand that policy. I didn't even ask for the Platinum service where they remove the mattress anyway, that was given to me for free.

The salesman kept questioning me after I brought in the old label from a Queen bed even though I told him on the phone that I was replacing the old bed due to being soiled by my 98 year old mother. He was told several times and then lectured me when I came to the store with the label in my hand. He then proceeded to question me about me wanting a full size bed when I had a label that said queen. I heard this four times even when I constantly said I wanted the same style and firm mattress as the queen. What did he not understand?!! Then I never received a call for the originally dated delivery of 7/10/21. I called the store, the girl said he was at another store, and that man said he was at another, and that store said he was off. Then I called the original store and the girl said it was coming 7/12/21, and then the salesman called who sold me the mattress and he said that she was incorrect in her information.

I purchased a basic firm mattress in June to replace a previous one that had been damaged. They delivered it within a week, but when I got it inside I noticed the thickness of the mattress was 1" less, (7.25" vs. 8.25"). When I contacted them through their chat system (since you cannot talk to anyone) they said they use different suppliers, so the width would vary. Unfortunately, the mattress is not as comfortable or supportive as the last. When I asked to exchange it because it had been misrepresented on their website, they said I'd have to pay $130. I did not expect such an unhelpful reply. I felt very let down and unappreciated as a customer.

Can't contact them, not through the phone, not through the mail. They take so long to resolve an issue. I'm still waiting for them to call me. No one did. My mattress is defective. It is sagging. Can't sleep on this mattress anymore and they take so long to respond.

I bought king st of Stearns and Foster (Rockwell) from Mattress Firm in Cerritos CA. Sales Rep Matt. After 4 months they got saggy especially half side of mattress. I bought them around July 2020. I sent info. to Cerritos Mattress Firm to validate my warranty and they sent me a letter refusing to exchange. I called the sales Rep Matthieu and he said just to send info but they never did anything. I spent almost $3000.00 on this mattress. I will check with court to see if I can take them to court. I have valid receipts of purchase and denial of exchange.

Purchased a mattress from the Bozeman MT store and found the staff to be helpful and knowledgeable, and they had a good selection of mattresses at varying prices. I would definitely recommend shopping here.

Purchased king mattress with adjustable bed frame and two twin mattresses with box springs in May 13. Paid additional 149.99 for platinum service. Terms included promise of free delivery before June because that’s when guests needing beds arrive. By the last weekend in May, a holiday weekend, we are concerned there has been no communication. We called the store and they said they were having trouble setting up delivery. We reminded them we need the beds before guests arrive or our contract is void and we need to cancel the order and make other arrangements. They assured us items are in stock and delivery can be resolved with a few phone calls. Excuse that Corporate is the bad guy and sales people are are the good guy.

WARNING to anyone looking for a new mattress, DO NOT PURCHASE from Mattress Firm. You will be charge top dollar for the product, but their warranty SUCKS. We bought a new mattress and frame 2.5 years ago hoping if we paid for a better mattress, it would last longer, plus Mattress Firm assured us they had an excellent warranty. We paid $4,099 for the mattress alone and $5,913 for the whole package. We justified this purchase with the hope of getting many nights of good sleep, knowing if the mattress ever failed, we would be covered by the warranty. This mattress started to fail over the last year and is now to the point that we sink in several inches and get terrible nights rest. We wake up with sore backs and tired from tossing around all night, so we started the warranty process.

Feb 2021 wanted queen set. Left the store believing I'd purchased, delivered a bed n a box. Four months no communication. Fake documents stated otherwise, refused to pick up. No refund. Fighting with Discover Card. Never do business with Mattress Firm. Houston, Tx main office is just as bad. No skills in customer service.

Made Three purchases of highest end expensive Beautyrest and James & Owen bed sets. All three beds under warranty, within 5 years total, all bed purchases we received full credits given only after going through the daunting process of third party inspection that we paid for (three times). Now the third, James and Owen $8000 mattress went bad. Under warranty, again, only credit given to purchase yet another piece of garbage. The inspector told me there are an inordinate amount of claims because of the memory foam and the ceasing of the NO FLIP designs. Now Mattress firm doesn't not sell the brand. Manufacturer James and Owen refers claims to the vendor (store). We ended up down the rabbit hole. I am never going near another Mattress firm. The employees try hard but corporate has the power over your warranty. Next time we will buy from an independent dealer who can give you real credit.

I purchased a mattress from Mattress firm on 5/06/21. Was due to be delivered 5/30. Received email on 5/28 to get ready for my order to be delivered on 5/30. That day came, no call no email. I had my son come over to receive delivery because I had to work. I tried to chat with Alonzo and he had me wait for 11 min then abruptly ended the chat. I tried again, same guy. He cut the connection. Really bad customer service for people spending a lot of money!!! I called customer service and guess what, you can't talk to a live agent if you ordered your Mattress online!! Really!!?? You have to CHAT!!! Well that didn't work for me!

On May 5th, 2021 I placed an order for a king sized mattress the website claimed was in stock. After I placed my order I was informed the mattress was back ordered and wouldn't arrive til May 29th. Fine, whatever, I paid 249 on sale. Then the week of the 29th comes and I get another email stating my order will not arrive til June, 6th!? What?! Why? There is no way to easily get a child of someone. I tried to call the store in my area to see what else they had in stock. Pointless, they are ONLY a showroom.

I have had my mattress for 4 years, by the end of year 1 there were giant sags in the bed, I just found out it was a 10 year warranty so I went through all the steps to submit a claim and had stated there were stains before I tried submitting the claim, the process took over an hour to complete, I got the return email and they said because it had a stain the warranty was void! I'm sorry why would you not tell me that before I submitted the claim or how about when I bought a 1,000$ mattress!!!! I would have gladly spent 30$ on a mattress protector if I had known that but I've never had a need for one!

One of the most unprofessional and dishonest companies I have ever dealt with. Less than a year ago my husband and I bought a queen size Beautyrest for $1,500 from the local Mattress Firm store. After 3 months, the mattress started sagging where we both slept and it was very uncomfortable. We’re both under 5’5” and petite. Still, this should NOT happen after such a short period of time. I called the Mattress Firm customer service # and could not speak to a representative. NO ONE. I then visited the Mattress Firm store and they advised me to file a complaint with their online claims department, and so I did.

I purchased a box spring online. When finalizing my order, I clicked on just my delivery item, not anything extra that these companies like to add when you're checking out. If you're not careful, you get charged extra for additives that you did not include in your order. Which is exactly what happened to me and I was charged an additional $134.00. Once that error was fixed, it was time to schedule delivery. Days prior to my delivery date of 4/29/21, I was in contact with multiple agents from Mattress Firm advising them that I would need to drive home to sign for the delivery because they refused to listen to the customer who authorized them to leave the delivery at my front door. They assured me that the delivery personnel would contact me 15 minutes prior to arriving. NO ONE CALLED ME.

Shopped and compared. Went back to a Company I always trusted and although it bothered me I could not talk to a person I proceeded with my order. 199 for the mattress, 159 for the box spring, found a coupon for 11% off and no shipping. Completed sale and went to make dinner. Looked at my invoice soon after to see they had ADDED GOLD SERVICE SHIPPING AND THE PRICE OF THE BED WAS MORE. My total was close to $200 more than expected. I also received a separate email that oops they had made a mistake and my purchase wasn't arriving for 4 more days after.

Please do not do business with Mattress Firm via the website with sales agent. I purchased a mattress universal box spring gold delivery service and a bunkie board. I sent box spring back. No Refund!!!

Keep an eye on this charge before you order, and do check other Mattress Firms as they will charge much less and in some cases nothing on returns. There are firms that stand by their products and service better than these folks.

Bought bed and frame and we really like the bed. We bought the sheet, pillows, and mattress pad as a bundle and they suck. The sheets wrinkle so bad they are nearly unusable. They wash up like a rubber dish rag. I held the mattress pad up to the light and could read the paper thru it. I like the pillows. We are very disappointed with the sheets and pad. I would not give the sheets to anyone as a gift and I doubt we will ever use them again.

I ordered a mattress topper from their website on April 6th. The expected delivery was 7 to 10 days after shipment. Around the time I was expecting my order, I checked the delivery status and realized my order had still not shipped and was pending. I messaged their customer service and was told the supplier had yet to ship the order, but as soon as they did I would get a tracking number. I messaged again to see if I should expect my order by the end of the month and the customer service rep disconnected the chat. I messaged the following day and was given the same excuse that the vendor had yet to ship my order and I would get my tracking number when they did.

Had an expensive Stearns and Foster mattress for a year and it started to sag significantly. Asked for them to assess and replace if possible, per the warranty. They refused to review the mattress in person despite their website indicating that service. Required us, both of whom are disabled, to disassemble the bed and send pictures despite our stated inability to do so. Do not purchase Stearns and Foster nor ever use Mattress Firm-they absolutely will not back their product nor provide promised service. They will not answer their phones at their customer service center, you cannot talk with anyone.

I wish I had seen these reviews before purchasing from this company. We ordered a "brand new" king size Beautyrest mattress from the Mattress Firm website. I figured this a nationally known name, so it was safe. I hadn't researched enough and wish I had. The mattress arrived in unsealed plastic but we tried to brush that aside because we waited so long for it. There is noticeable sagging and after testing it out, we realized it was clearly not a brand new mattress. After one week we had them pick it up. We hadn't even slept on it overnight yet as we were still moving into our new house, but we did sit and lay down on it & one side feels like a slope, there is no way it is new.

So I buy a bed, but don't get the bed I order! So they claim to give me a upgrade that is more of a no grade at all! The bed is extreme hard, at this point the floor is way better off or a blow up bed! the bed I wake up with backaches and headaches! Hell my old bed would have been better than this piece of garbage! Just to exchange it they want 10% + $99 Processing Fee Plus Price Difference In That Mattress I want! HELL NO! YOU'RE Mess UP! Now The Bank Is Stepping In! Good Luck!

I wish I had bought my mattress in store, instead I thought it might be easier if I bought it online. It went downhill from there, the sales agent in their web chat picked the wrong mattress and charged my card (I had no idea at the time). Secondly, I needed a certificate of insurance in order to have the mattress delivered to my building and my old bed frame removed - had to put delivery on hold because of it. It was impossible to get them to send me one, they have no phone # to call and speak to an actual person once they take your money. I spent nearly a week desperate trying to get the COI and emailing their non-existent customer service and filling out request forms, then decided to call my local mattress firm store sales person and beg for help. Without his help I would have had no COI and no delivery.

Bought a new queen size bed with frame and it is ok. When I got home I noticed that the back of the receipt didn't have the warranty on the back. I went back to the store to get a copy, but the sales woman, Jenny ** said it was on the website and that the delivery people would give me a copy. I asked her to print out a copy for me, but she refused. She lied on both statements. The delivery people did not have any warranty and they stated they only deliver products. The delivery men gave me literature stating I would be contacted for a survey, but that has not happened. If I knew how I would be treated I would never buy anything from Mattress Firm, nor will I ever again or refer them to anybody.

After years of experiencing back problems, I finally contacted Mattress Firm to see if my bed was under warranty, short of going out and purchasing a new bed. The warranty for my Laura Ashley mattress was 10 years. Their warranty claims process was cumbersome. I realized that the bed was not even 5 years old and that I have been having back issues for the past 3 years!

I will tell you this about the mattress we bought. It is without a doubt the worst thing I have ever tried to sleep on. I sink in on my side and the middle is a hill. The other side is close to the same way. Junk is all I can say. I went back to them 3 times and they keep telling me to fill out a warranty clam. Well when we bought it they sure took our money fast and said, "Any problems let us know." It took a month to get it and it’s junk. We have to go out someplace else and get a new one. So tell me they did not rip us off. They sell but give you the runaround after.

So my fiancee and I went into the bay city location and bought a mattress and everything with it, but what they didn't say is they out source their delivery to a contract company. Not only did they not show during their scheduled time. They failed to make it right and left it all up to the sales team who has no control over it. So then we finally talk to the delivers and ask if they can drop it at the store and they say no and take it back to Detroit. They failed to deliver 3 different deliveries and had no cares given. Not their stuff so oh well right? Well I will be receiving all my money back. Mattress Firm would be better off having their own drivers instead of out sourcing. On a positive note our salesman was amazing???? and we wish him all the best.

I made an online purchase of two mattresses and two different foundations from Mattress Firm using their online chat sales associate. One of my priorities in using Mattress Firm was their ability to guarantee a white glove delivery for the day that worked with my schedule. I traveled 300 miles in order to oversee this delivery for my elderly mother. I made arrangements with a furniture mover to accommodate the items we were expecting to be delivered and set up. The night before I received a delivery window of 5-7pm. I had opened a garage door to facilitate a utility service call. When the service tech was leaving, we found that two Purple mattresses had been dumped halfway inside the garage. No attempt was made to contact me or ring the doorbell.

My son is a new 1st time home buyer & a part of his new chapter of his life is getting the pieces in place to set him up including bedding. We had already decided on a “regular” mattress from a big box store when my sons went into the Mattress Firm store #159020. His sales rep Kurt made an entire presentation that not only sold my son but me too as neither of us realized the differences in our sleep situations! All of the financing & delivery options were set in motion & we were stoked! Then, we weren’t.

I have no idea how else to say this other than "this place sucks." I ordered a new Mattress and Box Spring. Guaranteed delivery on Wednesday 03/04/2021. I thought cool, this is going well. 4:57 Pm on 03/03/2021 I receive an email saying my order can not be delivered on 03/04/2021. So, I already took off work, all to be informed last minute closing time my order will not be delivered. & $21.00 an hour x 8 hours I lost $168.00 for the date of 03/04/21.

I have to say I never expected to write this type of ratings for Mattress Firm or for the Purple bed. I have been buying mattresses for my family from mattress firm for years 25+. In April 2020 I went to the mattress firm on San Jose Blvd. to purchase a purple mattress with the Adjustable frame due to my husband having severe chronic pain which will continue through his life. Everything I’ve heard about purple and my experience with mattress firm in the past has always been very pleasant and professional. We went in to get the mattress. Sales person stated that we could get the two twin bases (since he had those in the store and would not hold up delivery) and they would work in unison together with our new Purple king size mattress. We asked multiple times if there would be any problems and he stated no. They were sold like that often. Not only did it take us a while to even get our mattress, But the bases has never acted correctly together.

Received firm mattress on 1/1/21 & sinkhole formed two days later. Downloaded Mattress Firm’s online measurement card and sent photos to show unlevel mattress when filing claim. Chat representative stated there would be a fee for picking up the mattress because it was a comfort issue. I replied you cannot be comfortable on a defective mattress. Due to poor customer service/fees, I did not reorder from them. Instead, I slept on a box spring for two weeks until a new firm mattress arrived from another company. Mattress Firm still charged me $100.74 and I have absolutely nothing to show for it except a terrible experience. I wish I had read the reviews before ordering a mattress from this company.

In December I spent $3000 for a bed. They brought me a really hard mattress that couldn't be slept on. They say no problem to exchange. I went in and they wanted another $1000 for a softer bed. Now it's middle of February and I'm sleeping on the floor. They are still rescheduling my delivery. I have no choice but to wait because they won't give me all my money back either. What a nightmare

I went in to purchase a few items. Box springs and a mattress protector. They showed me the mattress protector first. Great. 240.00 but ok. I’ll take it. Not so fast. They can’t sell it off the floor, so they have to ship it 3RD party 5-7 days. I said, "No thanks. I’ll order on Amazon." I did and received next day. The box springs guaranteed delivery next day between 11-1 pm. Waited all day no call, no e mail. No nothing. The app they say that tracks your order doesn't work. When scanned it says it wasn’t even out for delivery. Meanwhile Brian from the store looks into it and says that the drivers said no one was at the house.

The Mattress Firm store manager repeatedly lied about return policies of the store. I purchased a mattress on Jan. 8 and returned it in like-new condition on January 21st. The mattress was lumpy and uncomfortable causing back problems to become inflamed. A promised refund was not submitted and I am having to work with another store to try to get my money back. Manager never mentioned a 20% return fee telling me I could return within 100 days at no charge. I have a turn receipt, dated January 21, signed by the Service Manager stating the mattress was returned in like-new condition. If a zero stars was possible, that's what I'd give this store.

I order Mattress from Mattress Firm and when I purchased, salesperson named Ricardo ** promised me a free return and exchange and 120 nights free. When We try to exchange they refused and charge us $200 and told us that they can't do anything. And we have to pay $200 or more for replacement. REALLY?? So we totally feel cheated and never ever TRUST ON THIS MATTRESS FIRM. SO I suggest please stay away from these people and do not trust salesperson else get everything written or in email so later on you can show them and fight with them. THEY are BIG CHEATERS in MARKET!!

I just moved into a new to me home and decided I wanted a new bed. I went to Mattress Firm thinking I was dealing with a reputable company since you cannot go to a physical store to try out beds. I talked with a phone agent on the phone and online. I purchased a Sleepy bed with the foundation. The next day I decided I did not want the foundation because I was going to get a platform bed. I went online. Canceled the foundation. Received a email stating it was canceled.

We purchased a queen Beautyrest Black Katrice from Mattress Firm which turned out to be a huge mistake. We wanted a mattress that did not move and disturb one of us when the other one got up during the night. We expressed to the salesperson that this was the most important concern we had in purchasing a mattress. We were assured that this was the mattress for us and it would be firm enough to meet our concerns. We purchased the mattress, paying $2,600.00 on sale with a 10 year warranty.

Giving 1-Star is too high to say the very least! There should be a Zero or Negative scale because this company is a legit scheme at best. Like the countless other customers, I wish I had read reviews prior to making my purchase a couple of years ago. They advertise a 10-year Warranty Guarantee which is not the truth by a landslide. For over a year now, I have been trying to get my son's mattress replaced because it is now indented and sagging and what we thought- still under our 10-year Warranty. Ha! One is lucky if they get a 1-day, 1-week, 1-month Warranty out of these people.

First the website wouldn't process my order, nothing wrong with my card I called and checked. Then once it finally gets processed they tell me 2-3 days delivery. 3 days later I'm told 7-10 days. Now today, the next day, I'm told 10-14 days. I asked for to cancel my order and to be refunded my money. Once the order was canceled they then told me that the refund would take 10-14 days. This company is horribly mismanaged, unorganized, and the customer service is clueless once you actually get to talk to somebody. I would rate this experience as being on my top 10 list of biggest mistakes I ever made. Don't make the same, support the smaller family businesses like I will in 10-14 days.

MATTRESS FIRM IS A WASTE OF TIME. Do NOT purchase a SINGLE thing from this useless company and their “gotcha” tactics. They deliver a bed, claim there’s a 21-day return policy, and when I want to return it because the bed is NOT firm as they claim, I call the number, but the number tells you to go online and use the chat. There’s no way to connect to an actual agent on the phone. Even when you try to select another option that connects you to an agent, it tells you that they have no access to current orders (which should tell you how often people are wanting to return or ask about their product). So when I go to chat, every single time, without fail, there is no agent available to chat with. Then it points to requesting service by providing your email your phone number, etc.

As we were shopping for a mattress, the salesperson would never tell us exactly how much something would cost and was vague about details. We came to like a model that would cost over 10,000.00. We wanted to think about it overnight but were told the deal was only good for the night. It was stated that we were getting a special deal as the sale was already over but the signs weren't down so they would honor it. We felt pressured to put down a deposit--which we were assured we could get back the next day if we weren't prepared yet to buy the bed. We paid the deposit with a check. I specifically asked if I would be able to get the deposit back the next day if we still needed time to think.

January 2008 I bought two Sleepy's mattresses king-size. Within a year and a half they both came apart around the edge. Warranty department will not warranty it. I fight with them for months. They nit and pick at every little detail to try to void the warranty. Comes down to it I have a platform bed. You don’t need a boxspring. That’s how they void The warranty. They say I have to have a boxspring underneath the mattress if not the warranty is voided. Do not buy from Mattress Firm. Worst experience ever.

I ordered a mattress and adjustable base from Mattress Firm. It was to be delivered on 12/26. According to tracking, it was delivered that day. It was not delivered. Now the delivery date has changed to 1/15/21. I got rid of the bed we had because I expected it to be delivered, now I have no bed for my mom who is about to be released from the hospital. I went to a local Mattress Firm store and the rep tried to help me. He made several calls trying to get the bed from another warehouse. (I would have given 1 star but gave 2 stars because of this individual.) I don't understand how I can get a date and 2-hour window for delivery, then I am told I have to wait 3 more weeks because it is not available. Where is my merchandise? No one can tell me what happened. In the meantime, I have no bed for a sick parent.

They made everything good in the end. Came through all the way. I'd go back to the store.

Thanksgiving week spent $600 on mattress and box spring for 12 year old. Paid for delivery. Almost exactly a month later both were sagging and broken. Did warranty claim, approved, read fine print, didn't agree with having to pay $100 for delivery again, when a month earlier I had paid for delivery and expected a good product. Took letter to Tomball store, manager would not work with me, did not attempt to make an exception, didn't offer any discounts, it was black and white and his way or nothing. Frustration set in and I let him know I would not pay for delivery again since it had only been a month...So he needed to figure out a way to make it right.

My girlfriend and I bought a mattress in August and within a week, a sinkhole formed. We filed for our warranty in September and waited until December just to have a technician come out to take pictures. After another two weeks of not hearing back, I called and found out we were denied because MattressFirm messed up on their end of the paperwork during the initial sale. MattressFirm finally agreed to do an exchange except they didn’t have our mattress in stock. This left us with the option of getting a cheaper mattress and having the difference in-store credit or paying more for another mattress.

We ordered a mattress, not our first. The delivery date was 3 months out from what they told us. We have been trying to talk to a person about our order and are unable to. No one has answered our emails/customer service forms. Buy somewhere else where they actually have people who work.

I bought a mattress from Mattress Firm in Nov 2017. After 1.5 years it was already starting to lose support on one side. I submitted a warranty and it was denied because they claimed a shadow was a stain. I talked to them to explain and they said I would have to have third party look at it for $79. I didn't do it and now 2 years later I submitted a new claim since it's now impossible to get a good night's sleep anymore. I used better lighting and no Shadow, explained that there is no support and still they denied it. I don't see why I should have to pay money for them to honor their warranty. So I'm done with them. Wish I did better research before I bought. So I'm doing my research now and looking at a Sleep Number.

They were quick, sufficient, and kind. Took care of my needs over the phone as well as when delivery was made. Above and beyond great customer service. Took old box spring and helped me move my mattress from basement to upstairs.

I went in to purchase a new mattress and adjustable base. I was very specific in what I wanted. I asked for a plush pillowtop mattress. I was told they didn't have the particular mattress on the sales floor but he could order it. For the mattress and the adjustable base the receipt read 2189.59. After looking at my receipt it stated that the mattress was used. I asked the sales associate Marco why would he try and push a used mattress on me without my knowledge, and he stated that I could get it quicker if I took a used one.

I bought this mattress last Tuesday for a guest room and it was delivered the following day. It wasn't until Sunday that we made the bed up with mattress cover and sheets. We bought a platform frame instead of box springs. The mattress slips off the frame. I called not even a week after purchase and said I couldn't keep it if it slips off the frame. I was told that by the manager, M ** that if I had bought a heavier mattress that this would not happen. Hmmm If you knew that when I bought it why didn't you advise me of that. The return policy is this... I have to keep the mattress in my house for 30 days before they will consider returning it?!?! and there is a 20% restocking fee and the frame is not returnable. BUYERS BEWARE... I have a very large home and I have purchase many many mattresses in my days but I have never heard of such crazy return policies. Do yourself a favor and buy from some place else.

Shop online from a direct to buyer company. $99 “delivery fee” (Mattress Firm calls it Gold Service in-home set up) would be easier to swallow if returns/exchanges were free. Oh sure I could’ve not paid it, but then I would’ve had to carry the mattress to the 2nd floor myself? Very underhanded. I didn’t even have anything for them to take away. Then 10% restocking fee PLUS $99 to return it and another $99 for an exchange is disappointing. Shame on me for not doing my research or explicitly asking in the store. Shame on the store employee for not offering that information especially after I asked about the return policy and sleep trial. I imagine this is why brick and mortars are drying up and people turn to online, direct to buyer shopping.

I purchased a mattress online and was given a delivery date. Delivery was never made. I tried calling customer service but there is no option to speak to a person. I finally got someone on chat after having to go through a robotic chat. I told the person to cancel my order. I was informed that she could not do that but someone would call me within 48 hours. I’m very disappointed in the whole process. I would not recommend this company.

The young lady who waited on us was professional, attentive, and supportive in guiding us to our choice. She was clear in her answers and allowed us to make our decision without any pushing. Very pleasant experience.

I wish I had read the reviews before I walked in the Mattress Firm Lynbrook store, with 2 stars reviews I would have steered clear of this store and you should too! I hesitated to order a mattress from Amazon thinking about what a return, if needed, would be like, but in hindsight at least it would have been possible. I wanted to buy an average mattress, nothing too expensive. The saleswoman was showing me expensive mattresses. When I kept repeating that I wanted something less expensive she suggested a mattress that was “used.” She assured me they were practically like new, They were mattresses that were returned by customers that purchased and then didn’t like them and returned them within a short period and had practically no wear on them. They went thru a cleaning process much more rigorous than hotel mattresses. She had the “exact” mattress that I ordered in the showroom (yeah right!) for me to try. It felt great, supportive but comfortable.

We purchases a Sleepy's mattress in Mattress Firm store in West Palm Beach about 18 months ago. In this time the mattress has a huge hole where my husband sleeps. The hole goes all the way to the bottom of the mattress. We filed a claim and were offered 20% off another mattress. We paid $900 for this mattress and it is a flimsy and cheap mattress which is not what we expected for this price. It is amazing that a company can do this to the public. I am going to go to the state attorney to see if there is any way for them to help us. Oh and by the way, Mattress Firm charges you $69 to come out to look at your mattress to determine your claim status. This is an outrage b/c we cannot afford another mattress right now. The mattress is so cheap that you cannot even turn it over to the other side. The other side is not mattress material, it is more like box spring material. Stay away from Mattress Firm.

Allan was very helpful, pleasant and helped me pick out a great mattress. I was able to get the one I wanted. In today's world helpful, politeness goes a long way for me. I would recommend anybody looking for a new mattress go to Mattress Firm!

First of all, they have no customer service other than chat. Try the number yourself, it just directs you to the website regardless of what option you select. Secondly, they are worse than a shady used car salesman. They kept trying to upsell me on everything, from the bed, to the base. When we finally worked out a deal, I asked them to apply the Veteran's discount that THEY emailed me about and they said they wouldn't honor it. She said "It will come out of my commission that I need to feed my family." I picked them specifically for the Veteran's discount and it seems that was just a trick to get me to talk to a sales rep. Don't let them push you around, go somewhere honest.

I ordered 2 beds through Mattress Firm the last part of September and was promised a delivery date of 10/30! Now they have just sent me an email claiming that the delivery has been delayed with no date in sight! Oh I’m very pissed! Had I known that they were going to pull this I would have ordered from another company!! Very dishonest!

Initially, we were frustrated with our experience, but after speaking with the salesperson "Mike" he rectify the issue and went above and beyond to make sure that we were content. He wrote up an invoice with exactly what we wanted and followed up with us the following day to make sure that everything was aligned. He even extended his personal cell phone so that we have an open dialogue during the purchase process. We highly felt that Mike was working hard at making us happy from a customer's perspective. We are very gracious with Mike's experience. I would highly recommend him.

I’m writing this to see if anyone else has the same problem as we were told by the mattress company and base company there were no issues with either. We purchased a mattress last Sept. and received the free adjustable base but paid extra for the foot adjustments. The mattress is not flat, feel like we are on an angle. To their credit, they replaced the mattress and a technician came out and said the base just needed adjustment. That didn’t work. They insisted there was NO issue but clearly there is a hump in middle of mattress and a year later we are still sleeping on a slope. Very frustrating!!! Paid all that money and have to sleep on a defective bed.

I bought online in September. Should’ve received the item on 10/10. They keep canceling and moving delivery back. If they’d said they were having issues with back orders, I’d have chosen something else. They also “moderate” the ratings on their website. Unsurprisingly, they have overly skewed positive ratings.

Only 1 year into owning a Sleepy's brand mattress, purchased at Mattress Firm. The mattress sags tremendously in each location where my wife and I sleep. After reaching out to Mattress firm for a warranty claim, they quickly denied the claim, stating that our bed frame has voided the warranty. A bed frame that properly supported the previous mattress for 10+ years without issue. Stay away from this awful company! They denied our claim in less than 4 business hours. Guess that would be one positive; their response time was impeccable.

This review is to inform customers who want what is advertised. We purchased this bed in 2018 and it was priced at $2044 (valuable pricing) and we were so excited for a great night rest. Instead with we received has been a utter nightmare. Upon the first delivery we received a i300 instead of a i500, we waited a week or so for the second delivery. We received our new bed and within 6 months it was falling apart, Mattress firm honored our warranty and we received our 3rd new bed. Fast forward to 6 months later the bed is falling apart again. Mattress firm denied our warranty due to a blotch. I do not recommend purchasing from Mattress Firm, and if so -please read all fine print.

I purchased a mattress on 9/7 - with a live agent from Mattress Firm. His name is Levon **. This purchase is confirmed with an email for a delivery date of 9/27. On 9/26, I call just to confirm. I find out from an agent that the mattress is out of stock. There was no follow up at all. I was promised a phone call from a manager and this did not occur. Follow up emails from Stephanie ** only offered a lesser model. I still did not get to talk to live person. When I finished emailing Stephanie **, she did not follow up like she promised. The next day, I called yet again. Adriana answered and said I probably ordered a custom bed. This is not the case. She also did not have my email on file. I have canceled this order. False advertising and lack of professionalism. DO NOT TRUST THIS COMPANY.

Bought 2 mattresses in June 2020. Both have sagged down. Called them, no human being to take warranty claims, directed to website. In website they demand $79.99 for a third party inspection. These are all ways to not to handle the claims. DO NOT SHOP WITH THIS COMPANY. THEIR CUSTOMER SERVICE AND WARRANTY PROCESS IS A TOTAL FRAUD.

I ordered a full size luxury foam mattress on 9/10/2020, Twice now they canceled the order after debating my checking account. They are trying to bait and switch, to force me into buying a much higher mattress from them. This company can NOT be reached by phone, and I have a paper trail from emails to them. Horrible business to deal with. They are a con artist at its best. Do NOT order anything from them.

Horrible experience 10 to 20 calls. The store cannot give any information on refunds. They will not give a number to call. They say, "We will find a manager," they don't call back. "We will find salesperson," they will not call back. Unprofessional, Nasty, unknowable and just don't care if they lose sale. THEY JUST WON'T HELP.

I bought a mattress and the salesperson said it just came from a online sales that the person just ordered the wrong size. It looked brand new. It was delivered to my house and it was sanitized and used. The manager had no clue how old it even was. They hauled off my previous mattress and wouldn't return it and I don't want a used mattress. We are under a pandemic, salesperson not wearing masks like state requires, no protection on any mattresses in the store except for your feet to protect the consumers from covid and the mattress wasn't lables properly.

Non existing customer service, it took me calling my bank to get anything done. Complete disgrace. Requested an address change multiple times and still messed up the address. Tried to cancel my order for a week straight. They advertise “will respond within 24 hours”. Yeah that’s a total joke. Like I said I called all the customer service lines and speaking to someone isn’t a thing. I called corporate and no ANSWER TO ANYTHING. I tried to cancel my order using the tools they told me to use to cancel my order, I did this multiple times as well. It took me calling my bank, this was over a week later of trying to cancel my order, for them to then contact me literally 30 minutes after getting off the phone with my bank for them to get back to me. I don’t recommend at all.

Purchase a mattress on October 2017 and in less than three years the mattress was sagging and it's extremely uncomfortable to sleep. After the manufacture states that we had a 20 year warranty the manufacture claim it was normal wear. Our mattress was sinking over 2 inches and you get the feeling as if you are falling off the bed. Buyer beware the mattress was good for a year and than the sagging began. Don't buy this product you will be disappointed and Simmons does not stand behind their product.

I Purchased a Queen Harley Bed Frame and during payment the website glitched and I had purchased it 4 times before realizing it. Luckily, since I used PayPal, a few days later they gave me the money back. Then I purchased It again because I still wanted one, and weeks after paying for it, they told me it was out of stock and asked if I wanted a refund or to wait until it is restocked. I chose to wait. Then when tracking the order It said That It was going to be shipped in some weeks, and also that someone was going to call me in 48 hours to schedule a delivery. I never got that call so I just decided to stick with the date they gave me. There were no branches near me, so while on vacation I saw a store and decided to stop in where they said I ordered from a franchised branch and that they couldn’t access my order or change anything. After that I wanted to change the delivery address because I was moving.

Bought a mattress from the Noblesville store about 3 weeks ago. After having it for 7 days, it developed a bump in the middle of it. Called the store and they said we needed to give it another week to 10 days to see if the bump leveled out. After 10 days there was no change. Called the store to exchange. When they came out, they noticed what appeared to be a very light yellow color spot on the very top of the mattress that might have been there since day 1.

Mattress Firm, WARWICK, RI is NOT the place to purchase a mattress. They have NO mattresses in stock. I purchased a mattress set (paid in full). and was promised a two week delivery date. The night before the delivery they called and said at least another month. I cancelled the order. They take your money anxiously, but will only return it 7 -10 days later. I purchased the goods with a debit card. Everybody knows... a refund should only take a day or two... Terrible place... Buyers BEWARE.

I bought a Tempur-Pedic mattress and unfortunately, it wasn’t a match. My salesperson Jannack **, he told me his name was Ken, was very friendly and actively communicated with me until I mentioned I wanted to exchange. He immediately disappeared and didn’t answer my numerous texts/calls. I had to contact the area manager of Manhattan, Julio **, which when I explained what was going on and why I was so angry for being ignored for so long, not at him but the situation, he told me I was speaking to him like a child and I can call him back when I’m calm. I did not speak to him like a child. I merely asked if the customer service I experienced was what it should be. He didn’t answer. Finally I found a salesperson that could help me and understood why I was so upset.

I purchased 2 beds on 8/13/20 and was told delivery would take 3 to 5 days. My wife and children arrived from California on the 21st of August and today is the 25th of August, still no beds. Can't get through to customer service and it's obvious they truly don't care!

We purchased a Queen size mattress for our high schooler 2 years ago. The salesman said it had a great 10 year warranty and would last him through college. In just barely over 2 years there is a HUGE sag in the middle and one side is collapsing. What used to be a comfortable place to get a good night's sleep now causes restless nights and body aches. When we turned it into their warranty company, we were told the warranty was void because there was a small stain on the mattress. The stain is approx 3-4 inches wide by the head of the bed, nowhere near the parts of the mattress that are failing. My son had spilled a drink on it before the mattress cover arrived from shipping. They are unwilling to support their product or honor their warranty. I will never be buying a mattress from there again and will discourage everyone I know from purchasing anything from there either.

I went to the store in Peabody Mass. The salesman was great. I bought a used mattress from the outlet. It was used for 21 days then it was disinfected. This was the worst purchase I have ever made in my 61 years and I will never recommend Mattress Firm for the mere fact I wake up with aches and pains in this mattress was no good in the beginning and they took it back and they should have never done that. That shows that they really could care less about the customers and because it's a used Outlet one that I was not aware of until I put a down payment on it that there was no return. I feel Mattress Firm should have considered taking this mattress back because when it was returned the first time they should have never resold it especially being used. I do not recommend Mattress Firm. They don't care about their customers.

Don't buy from Mattress Firm unless you are 100% sure you want it! If there is the slightest chance you will want to return or exchange the mattress. You will lose a huge chunk of the price. No "free return" here!

I bought a mattress that was supposed to be delivered yesterday. It never came, and there is no way to talk to a human on the phone. All you can do is send an email, and wait "48-72 hours." There is no option to cancel the order. I don't have 3 days. I need that mattress yesterday. So I disputed the charge with my bank and will strongly suggest to anybody to NOT do business with this company.

I purchased a mattress, box spring, mattress cover and 2 pillows from Mattress Firm. The pillows are like rocks. I wanted to return the unopened pillow. They were $149 each. I spent 3 hours trying to get a representative. Nothing. I finally called the pillow manufacturer who got a Mattress Firm rep on the line. The rep told me pillows can't be returned and hung up on me. That was news to me. The telephone sales person I spoke to when I made my purchase told me both pillows could be returned for a store credit if I didn't like them. He either was uninformed or lied about it. It's amazing that sales people from Mattress Firm answer on the first ring when you're thinking of purchasing but absolutely no one will help you afterwards!! They couldn't care less about their customers! I am disgusted by their treatment of me. I spent a lot of money & regret giving it to them! Go anywhere else to make your purchase! You'll be glad you did.

MattressFirm input the wrong delivery address, FedEx has no idea when or where the order item might be delivered & MF doesn’t want to talk to me to get this matter resolved. If a charge appears on my Cc, I will object!

Mattresses and Frames purchased July 4th. Mattresses delivered July 5th. Estimated delivery for frames July 9th through the 11th. No communication. No frames. July 26th someone finally contacted me back. July 28th mattresses pick up from Mattress Firm or refund. July 28th email received saying refund processed. Never received. August 13th someone finally contacted me back via email stating they were not processing refund due to filing PayPal complaint so still owed $779.94. Consumers beware. Do not shop here. Ratings are accurate.

One time they never delivered because their truck broke down but they didn't call. I called them - they confessed. The other time I needed them to pick up the mattress (different one) and it's been two weeks now. Still waiting.

Mattress purchased was high quality and works very well. Salesperson was able to provide good discount and good financing choices. We later revisited to purchase highest quality pillows to complement the mattress.

I would love to review my mattress but unfortunately after now 3 promised deliveries I still don't have one. I can't speak with anyone, the one time I did I was told the problem was manufacturing, so I changed box spring and still nothing. I am 60. Sleeping on the floor for 3 weeks now and this company appears to not care less. Poor service and poor customer service.

This review is for buying online through the chat with sales associate feature and follow up. Sales person messed up order. Customer service is unreachable and does not call back, text back, or email back to fix error. Would not recommend.

Terrible company. After waiting 4 weeks for my delivery (mattress for my toddler) I received an e-mail just one day before the scheduled (and guaranteed) delivery date saying they don't have the product and they can't deliver on time. I tried to reach out the company but there is no way you can talk with an agent. I was transferred to online system and ended up with a chat robot. There should be price for the inconvenience they caused. Avoid this company which has no customer service and and reliable at all.

Edit The $900 mattress was suppose to be a medium firm. After a yr it is like a soft marshmallow. Don't believe the lies about a warranty. You will waste your time trying to get anything from them. The mattress has no support anymore - like sleeping in a pit. Have to sit up to turn over. Even then it pulls the sheets off of the corners of mattress.

Customer service rep Rose was very helpful and knowledgeable on phone. The first mattress was too firm and she was able to recommend a different mattress and they were able to exchange the mattress for one that suits my needs.