Mattress Firm Reviews

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.

I bought one mattress from Mattress Firm and it was delivered to my home as scheduled and delivery men were courteous and helpful. I ordered another mattress but needed it to be delivered to my builder's warehouse, which closes at 5:00 pm. After the first delivery attempt failed as it was 5:45, I contacted Mattress Firm through their customer service email system, and requested another delivery stating that it needed to be delivered before 5:00 pm.

We bought a mattress ($1000) from them online last month to be delivered this past Saturday. Saturday comes and we paid someone to hall off our old mattress. A few hours before delivery we get email from them telling us it wouldn't be delivered for 30 more days! No phone call or anything. So we don't have anything to sleep on now. The company is offering us another mattress at no extra cost but we looked it up and it was a cheaper one.

I was suppose to have a delivery of my mattress today. I was lucky enough to find someone who was 18 and willing to wait for these bozos. I call them bozos because they did not believe she was 18. The young women wanted to show them proof but they took off. I reached out to Mattress Firm. I wanted to know the name of the trucking company. David from the Bergenfield store refused to give me the name. Wonder why? I have spoke to a few people and they have all had some sort of problem with delivery. I was pushed for time and had to get a bed asap. The fact that my son who works 12 hours a day had to pick up this bed by himself is inexcuseable. Next time I need a mattress, I will Never purchase a mattress from mattress firm again. Not so much the store but their delivery service is HORRIBLE!!!!

I'll never lease a bed again. Currently I have not been getting any form of sleep. I will be returning this bed this weekend. I have woken up with bruises as if I'm sleeping on rocks. The sales rep did not try to get me the free adjustable base as advertised. Instead she got me one that ran 700 and discounted it to 399. The mattress was 800. I'll pass on ever using this company again. Their leasing company are nothing but crooks. I will be going to the BBB about them. The payment is due on the 17th yet this morning at 1am they are charging my account. I was told it would be due on my payday not prior to. So yes between the 2 of them they are nothing but liars and crooks. I hope Mattress Firm files bankruptcy and goes out of business all over. Horrible place and they do not need to be in operation.

Bought a new mattress. When got it was hard as the damn slabbed. Bought another one. Was in the store on both occasions. Said the other mattress is better. Lol. Ok. Here we go. Brought the 2nd out. The sob said PREOWN ON THE RECEIPT. ARE YOU ** CRAZY TO SELL A PREOWN MATTRESS FOR NEW PRICES? THIS IS A FRAUDULENT COMPANY. Will never buy a mattress from this company ever in the future.

Mr. ** at the SE Washington Street store in Portland, Oregon was very nice and helpful. He is very knowledgeable about the merchandise. He's patient and not pushy. I helped me get just what I wanted. Just a wonderful person. I'll refer others.

If all you want is to get the item that doesn't suit your needs, request an exchange, wait for 24-48 hours as suggested - for nothing, then ask for a return, and pay 20% of your purchase as a restocking fee, it would be the absolute best deal!

On June 22, 2018 we purchased a king-size Beautyrest Recharge, World Class, Bridgewater Firm mattress, box-spring pair and heavy-duty metal frame from Mattress Firm, 4340 Creekside Ave Ste. 100, Hoover, AL 35244 for $1,899.93. In less than two years, the mattress and box spring have not held up. They sag and are no longer firm. My wife and I have been experiencing poor sleep accompanied with sore backs.

The company responded to BBB and ended up refunding the full cost of the new bed which thankfully came wrapped and no bugs so that is a good thing. The 2nd bed we had purchased, we moved it into storage and brought back our old mattress into 2nd bedroom as their full to queen promotion was out of queen at the time and we settled for the full, which was too small so it is now stored but that was our fault for settling instead of waiting a month for the queen.

Salesman who was also manager of store, according to him, took time to show me the adjustable bases & sales mattresses. The Memorial day sale was extended. I presume because of pandemic not many people out shopping. Anyway: made my purchase & the warranties & since items were in stock delivery was to be in couple days. Well gentlemen came; brought in new frame/mattress & removed my old mattress/box spring. Thus far all is well.

Placed my order online and got confirmation everything would be coming within a week. Upon delivery they delivered the wrong mattress ($1,000 less than the one I ordered) I had to have them get the correct one ( I feel bad for who they gave that bed to next). I have still yet to receive the mattress protector, and have no customer service working. The pillow they suggested is complete crap, and now they say no returns! The worst part of this all is there is no customer service to help, they will take your money and disappear.

Very satisfied about my purchase, price and quality of product. Delivery was on time and as promised. Delivery staff professional and did set up as promised. Removed old mattress. Follow up call from customer service/delivery at the time of delivery. I hope future buyers will have same experience.

Ordered a mattress online. Delivery promised in a week to two weeks. Checked back a week later and was told probably another month or longer. Could not be more definite because mattress was coming from manufacturer. There is no way to check status online except to fill out a form online and wait for a response. Which never came. As a side note, when I called I was hung up on two different times by Brianna. She didn't want to deal with me because it was a web order. Apparently they give priority to store orders when you call customer no service. Huge hassle (see two hangs up above) to cancel order. Still waiting for cancellation confirmation and money refunded. Will never deal with them again. There's no savings when it is such a hassle and have to wait for two months for a mattress.

I stopped by Mattress Firm to buy a queen-size bed frame. The sales person seemed very nice and showed me the range of prices. I went for the heavy-duty frame thinking it would be the best option. He went back to look and said they didn't have the frame I wanted, but he would "give me a deal" (always be careful when they want to give you a deal!) and sell me a Hollywood frame for the same price as the other one.

Ordered a mattress last week from Mattress Firm that was suppose to be a FIRM mattress. After 6 nights of using it, the edge was sagging and not returning to its original position. After jumping through hoops with the store manager in Sierra Vista AZ and finding the mattress to be defective, I upgraded to a FIRM mattress by beauty rest. The manager tried charging me for delivery and a restocking fee on the defective mattress? I didn't pay it of course and my new mattress was delivered this Wednesday - June 3rd. After being on this mattress for an hour and half, I immediately called the manager and told her that this was the worse mattress EVER! It was lumpy and NOT firm in any way of the word FIRM! My butt was sagging in the middle of the mattress!

Ordered a mattress & received a "free adjustable base" online May 12. The base and mattress were supposed to be delivered to our home 3-5 days later. The base showed up but NO mattress. No ability to track the mattress through the website. No tracking number. We called, emailed, and attempted to contact customer service through EVERY way available for over a week and NEVER spoke to anyone nor did we receive any return emails. We finally drove over an hour away to the nearest mattress firm in our area and asked the manager to help us. Even he couldn't get ahold of anyone at customer service and told us he couldnt do anything to help us.

Purchased this product from Mattress Firm on April 1, 2019. After about 10 months my wife and I noticed that the mattress was sagging in the area where we sleep. Mind you, this was a firm mattress that we bought and I weight 180 lbs and my wife weighs at the most 115. When I contacted Mattress Firm they sent to me an email detailing what I needed to do. I cut out THEIR template and sent it back to them with photos to show them my concerns. A week later they returned their verdict that my bed frame was the cause for the sagging. My bed frame was fine and it supports the mattress that I had to buy from a competitor.

The mattress I wanted was only deliverable by FedEx. They said there was no delivery. Told 'em I was disabled. They told me nothing they could do and that I would have to figure it out. I find it hard to believe they sell the mattress and they couldn’t deliver it to store and deliver to me especially for a 2500 sale.

Total scam!!! Read. This is not the first review like this!!!! Ordered a mattress and it never came!!!! They hide behind covid19. Emailed them to reschedule. No response. Called. No one picks up. Cant track the order (not found). Tried the chat: robot answers. Filled out the survey. Says someone will get back to you within 48 hours, just to get the same email that they are not checking their inbox. Called the store. They cant find web orders. Wasted more time trying to track down my order than the mattress was worth and still cant get anyone to help. Steer clear of this company!!!!

This company is the WORST I have ever dealt with as far as honesty and "customer service". Purchased a mattress topper from them 04/20. Received it 4 days later and the measurements did not match what was on the website. Not only that, it was cheap, hard and felt more like packing material that anything we would want to lay on. Too small and this was the supposedly a CA King size. Took me 3 days to get a response back from them. They said I would receive a refund in 7-10 days. That was 8 weeks ago. Calls to corporate went unanswered, emails back to the "customer service" people went unanswered and there is NO way to reach anyone by phone. Filed a complaint with BBB. TERRIBLE business practices!

Bought a queen mattress on sale at the end of Dec. 2019. It came with a free bed lift. It was delivered as scheduled but they did put the piece in the lift to stop the mattress from sliding. Called the store, guy didn’t know what I was talking about but would make a call to warehouse and call back. No callback. Next day I call, was told it was his first day on the job and would find out and call back. No callback. My husband and I being in our 70’s with health issues managed get the stopper in.

This company used to be Sleepy's but was bought out by a Foreign company. We purchased a Mattress online but never received ANY order confirmation or order number. We tried to contact them by Phone, Chat and E-mail to get information about the order. We finally received a response by e-mail a week and a half later. Since we never heard anything from them sooner, we replied to the e-mail and requested the order cancelled and refunded. We never heard anything back from them.

I started my pursuit of buying a new mattress with research a lot of different mattress businesses. I was looking a for a BeautyRest, as I've had them in the past and was very happy with them. The store representative were very professional and did everything within THEIR power to make the purchase and delivery work. I selected a mattress and decided to use their financing program, as it is interest free as long as you make timely payments.

I really really love my mattress. The comfort is amazing. The relief for my back is amazing. The ability to rest with pain to my neck is great. I was in a car accident and had difficulties sleeping.

Going to the store and lay on it is important. The employees were helpful and answer all the questions very knowledgeable. That also make a customer comfortable as he described the mattresses is was he was telling a stories. This mattress is comfortable and sleep all night without waking up with your body ready to start the day.

Nice mattresses, comfortable, and the staff is friendly. However their payment plans are unrealistic during this pandemic and just a little pricey. What I like for us 1. Quality of comfort of a mattress. 2. The quality in which it is made and the style such as memory foam or pillow top. 3. Price, I guess this should be number 1. 4. Financing or payment plan options. 5. Promotions. Number 3 and 4 are just not in time with today's living standards.

Dual-adjustable king, bought based on radio ads. This mattress was oversold and under-delivered. Entire experience was a disappointment. Next time I will stick to just a mattress, something easier and less expensive to maintain.

Bed is comfortable and feels like sleeping on a cloud. Side of bed sags on one side. Bed frame is adjustable but rocks back and forth. Nice looking bed. Frame is height adjustable. Only one small led light underneath.

After buying a firm mattress from this company, the customer service was very bad. It took several calls to actually to talk to someone. Then explaining what was wrong with the mattress after one year. It was not firm anymore but Lumpy. So they said, we can prorate it. Well! Threw it out the next day and we went to a another store, Not MATTRESS FIRM.

We purchase a hot tub from a trade show in October of 2019. It was a display model and we were told if it had any issues they would be covered under our 10 year warranty. The hot tub arrived with 2 broken panels and the door for the front was broken. We also purchase a model with exterior lighted, which this tub did not have. We also, provided a prescription to save the taxes.

I think my all foam mattress is lovely. It can get warm, but I wake up with no body aches. I fell for a trick in the show room. I was told it had "cooling gel" and when we laid on it, it was cool. It was also under the a/c vent in the showroom. We bought it, but it is still warm and my husband still sweats. We bought a cover for it and sheets through the same store. They are lovely as well, and perhaps the cover is why we don't get any feeling of "cooling gel". It is still the best purchase, and interest free financing is lovely.

The people that I talked to was extremely knowledgeable and helpful. Mattress Firm has a wide variety of different selection of mattresses and the salesman can answer all of my questions. I'm a tough sell, I received quality for a fantastic price.

Overall their agents are very knowledgeable, helpful and friendly, they will help you find the best fit for your body. The financing program they have is very easy and simple, I bought it today in 2 days. I had the mattress at my door.

The store was closing which I knew walking in and the sales rep made no bones about it, even took time to explain why they were closing locations. He managed to talk me into a better bed that was on a huge discount instead of making me go cheap and return in two years. He gave me his new location as well if I had any questions and made sure when they took my old mattress, they took both. He wasn't looking for sales to beg to keep open, he was looking to get people into a good night's sleep.

The mattress materials made me sick. After a few weeks, Could not and did not sleep on it. Suits in a back bedroom. When I wanted to exchange they had none that were not made without offending material. Polyurelene? A return would have cost me as much as I owed. Ridiculous.

I purchased an adjustable bed from them. I was told that I would have a 10 year warranty on the mattress, bed frame and motor. I was impressed with the 12 month interest free payment plan. This was February 2014. I noticed in December 2017, I had problems with the bed not able to adjust the bed down to an acceptable level. I thought the batteries in the remote were getting weak, so I replaced the batteries and kept trying and eventually the bed adjusted properly. Now, as of today, my bed is stuck in the same position it has been since 2017. The remote doesn’t work, but I hear and feel when the motor randomly activates the massage function. Sometimes it wakes me up. I have called too many times to make a complaint and it just became so frustrating I just gave up.

I ordered bed frames for my sons. They are coming back home. The website promised 3 to 5 day delivery. My frames were supposed to be delivered the 26th. Tried to contact and of course they blame covid. I work every day in Covid rooms with covid patients so don't tell me about covid difficulties. The phone is useless. It loops and tells you to email customer service. Customer service takes 3 days to respond and it links a survey on what you need. I've notified paypal to refund my money since it is unlikely after reading the other reviews I would get Mattress firm to refund it.

A specified Manager & correlated with the overall Owner had presented false information to me related with approximately $300 more if including expending a Mattress from its regular mattress size (60x80) to a Waterbed size (60x84) size instead. So I unfortunately felt for buying that immediately, but communicating with another sales employee when the manager was not there, And he individually told me that this size & costs would not including any additional amounts in what I have heard of previously. That FULLY is disrespectful, and that Manager correlated with this company should clearly change their employment plans.

The mattress that I have is well and it has lasted a while and I am glad for it and they seem to work for me and they are comfortable to lay on and it has been well so far. They seem to know what to do when you want to find the right mattress for you all.

I will NEVER go back to Mattress Firm and I'd advise everyone the same. I went in with a warranty claim on a bed that was visibly lumpy after just days. It looked like the foothills of the Alps! I had the bed checked and filed the claim then was given a store credit. As I shopped over the next few days the salesperson was arrogant and loudly criticized me for coming back to test a bed 3 times. When I decided which I wanted he would not sell it to me because it was on sale and if I paid with my store credit he will not make enough commission!!!! He was the only salesperson in the store so I tried to call the manager who at the time was in another store. I left a message for him but did not get called back. I left the store and will never go back to Mattress Firm again. They are very overpriced as well! This happened in the Boonton, NJ store and the manager was in East Hanover, NJ.

The salesperson was attentive to both my needs (financing) and wants (soft but not too soft). My own financing was rejected, but the salesperson encouraged me to ask someone for help; I did and eventually settled on a mattress that I am still glad to have after three years!

I ordered a mattress through Mattress Firm website! I was quoted 3 to 5 day arrival via FedEx. I agreed and I cancelled a mattress from another company that was going to take longer. So I wait, after 7 days of not receiving any tracking info and my order status showing as shipping TBD to be determined, I tried calling the 800#. This number never answers, it's looped to just give you canned answers, tells you to email them and then disconnects you! So I emailed, a total of 4 times over the course of another 5 or 6 days and never received a response. I tried to get back on chat on website several times and as soon as you start to explain about a problem they give you the email address and disconnect the chat! Their excuse, they are overwhelmed with Covid 19. But they have a special team dedicated to handling concerns and inquiries.

Was pleased with product salespeople, delivery time, delivery people, I will only shop mattresses from here for now on. We shopped around a lot before deciding where to purchase from and chose Mattress Firm for their attention and knowledge when we walked in the door.

I purchased my mattress from Mattress Firm 18 months ago. They did not have the right part to attach the base to my headboard. They tried 3 different brackets and none of them worked. Finally my husband got fed up and told them, "Enough." They said a different base was modified from this design but was more expensive. We were not going to spend more money so we just have the headboard squished against the wall. The salesman was the manager of the Redlands store and said there was nothing else that could be done. He tried to check all of the warehouses for the bracket but was unsuccessful. If I remember correctly he did refund us a couple of hundred dollars but I would rather have had the headboard attached to the base.

I was able to get this bed with a grant and they were willing to accept payment from them. They also were willing to wait for me to move before I had it delivered. I've had one problem with the motor but they referred me to get help.

I do not like the fact they do not have enough of on the phone customer service. I would like to be able to personally be able to talk to a live person to be able to ask questions and be able to personally be able to have some customer contact and I am very disappointed not to be able to do. This is not good. Everyone can not use a computer and none of this at your company is took into consideration.

I walked in with a rough idea of what I'd end up with but ended up with what I WANTED! I was amazed the sales representative knew I really wanted the mattress in the other aisle! Of course, it may have been she caught me side-eyeing my "dream mattress" lol. She walked over to her desk, making sure to walk by my WANT. When I realized, by catching a glimpse of the sales tag, I could afford it was a moment unlike any purchase before! I had my dream mattress delivered 1 day later at no charge.

I ended up having to buy a cheaper mattress because I feel like they did a bait and switch. You go in thinking that you are getting one item and when you see it, its quality is low. It would be easier if they also had more financing options.

Worst service ever. Only received part of my order. Misleading information on the website. Delivery time says 3 to 5 days. Delivery time should say undetermined still have not received the rest of my order. The site says email but they don't respond to your email. Called sales to see if they would answer they answered in 2 minutes. The rep was very rude. They took my money right away but still haven't completed my order. The worst mistake I ever made. They don't care after they get your money. I have not received an update about when I will receive the rest of my order. It's been over a 7 days and still no response to my email. So basically they took my money sent half my order and I can't find out about the rest of my order. I don't know if it is coming, if it shipped, if it's not in stock nothing and the company won't respond to my email. I would have given a zero rating but it is not listed.

They were very helpful. First, they found me financing even though my credit was poor. Secondly it was quick. Took about 30 minutes. I had my mattress the next day. I would absolutely use them again.

The salesperson was good. The price was good. The mattress was comfortable. The delivery service sucked. A free elevated base came with the mattress. It was missing a part. The delivery people never returned to fix it. That particular store closed a couple of days later. Never got help from customer service and am stuck with a base that doesn't work.

On February 17, 2020 I had a delivery from Mattress Firm at Freemansburg Ave, Easton Pa. I don't have a problem with the business at this time but with the delivery service called Red Carpet Delivery. The men were flipping the mattress over when they hit my lamp and busted it. They said I needed to file a claim which I did. A month went by and no response so I called Thomas **, he was the sales guy. He told me to call the delivery service and report my problem which I did the second time. It's now April 26, 2020 and no response but an email stating that they received my claim. They have a photo of the lamp lying on the floor busted and yet they drag their feet.

This was probably one of the easiest and most convenient purchases we have made. Courteous and friendly employees and very timely. I will definitely recommend to all of my family and friends. Our bed is very comfortable.

The customer service representative did an outstanding job explaining the different types of mattress. He was cordial, friendly, polite and definitely knew his job. I tried out different mattress to check for firmness. When I purchased my adjustable bed the head of the bed was free with purchase. But I decided to get the head and foot adjustable bed. I am enjoying my adjustable bed. It helps me because I have sleep apnea.

The customer service and delivery was great. However, despite the fact we bought a very expensive mattress hoping that we would not have back pain issues anymore, we got disappointed. Few months later we realized that it didn’t worth the price we have paid for a better mattress.

Salesperson was very helpful in selecting mattress and scheduling delivery. Was in a hurry to get and the firm mattress was out of stock so they sent me the regular and agreed to swap at no charge if I wanted. Turned out the regular. Was great and didn't need to exchange. Very happy with way it was handled.

It’s crazy that buying a mattress is so similar to buying a car. Usually good about not getting scammed and buying the extras that I know I don’t need. I do enjoy my mattress very much, don’t get me wrong, but I feel as though I was pressured to get it the day I went into look because sales “that good never happen”. Of course the same sale lasted about a month and happened again shortly after. Oh well, you live and learn.

They answered all the questions we had, they also showed us the best options for what we were looking for. Did not try to make us spend more than our budget. I will definitely be a return customer. We purchased our bed in 2018.

I bought a very expensive bed from Mattress Firm. I thought it would be great for my husband and I. Both getting a little older and thought what we needed was and new mattress. We stopped by Mattress firm and the customer service was great. We went back 3 different times to make sure the mattress is what we wanted. We laid on this mattress forever every time we went into the store. It was a little firmer than we usually buy but we liked it. Finally we decided to buy the bed. We had to wait 2 weeks for it to be delivered. I was excited. The day we got the bed the guys that delivered the bed and put it together were great. I couldn't have ask for better. My husband works out of town so I was excited for him to sleep on the bed too. Well that first night I just thought I didn't like it because it was new and I was not use to it. Well 2 months later neither one of us like it at all. It is way too hard (unlike the one in the store) feels like you are sleeping on the floor.

I purchased a king-size Simmons Beautyrest Luxury Firm Hybrid Mattress from Mattress Firm on 7/29/16. The mattress carried a 10-year non-prorated warranty. Within a 1-1/2 years, I noticed slight indentations where we sleep. The mattress was rotated 90 degrees about every month. After 2-years, the indentations have increased to over an inch. When applying a 8 lb. weight to the indentation area, the mattress sinks 2" (see picture). If I push down on the indentation area, the mattress easily sinks over 4" whereas the areas under the head and foot of mattress only sink less than 1". Imagine what this does to your back if you are a side or stomach sleeper! It should be noted this mattress was used on a new adjustable base - therefore it had good support.

Incredibly slow shipping times and a complete lack of communication. I understand that things are slower during these times, but website shows 3-5 day delivery. This is clearly not the case right now and should not be advertised as such, it is very misleading. After ordering a mattress customer service is only available via email, which has very long response times. Yet if I start a chat and select that I want to buy a new mattress I'm connected to a person quickly. All that tells me is once the sale is complete I am no longer a priority. Because of this mistreatment as a customer I will not be shopping at Mattress Firm again. I ordered Monday April 13th with a quote for delivery April 17-19, I still have not received the mattress or frame.

Mattress Firm's sales reps are friendly. It's no wonder, they want to get sales. But once you make the purchase, their customer service quality erodes. Their delivery process provides no flexibility. If they mess up your delivery, it can take them days to reschedule and they offer no specific times for their arrival until the night before delivery. Store managers blame delivery drivers, district managers blame corporate policy, corporate people tell you they will call you back and do not. Eventually you're back to the store manager, who seems to have no authority other than selling products. It is a complete mess. I would strongly recommend against using Mattress Firm for your purchases.

Our salesperson was fantastic. Not so much the company. Warranty situation. 10 yr only lasted 3+. Only able to purchase full price with sale price credit. Had to downgrade quality to avoid years more of payment. They should offer equal quality mattress in exchange.

Moral of the story: Brick and mortar mattress stores are becoming obsolete and charge a hefty markup. Do your research and purchase a quality mattress online. It will save you time and money and online sellers are much more flexible with returns. I have no issues with Mattress firm employees. Their policies are what created the headaches.

April 2017 we went and invested in a new mattress. We hadn’t had one in years and decided to get one so we went to Mattress Firm in Broomfield, CO., which now that location is closed. Now in February 2020, just short of 2 yrs, we contacted Mattress Firm warranty dept online and followed all the instructions because we started to experiencing manor sagging on one side of the mattress (manufacture defect). Today we get an email back stating the limited warranty will not cover the mattress due to the stains on the bed. Minor stains and nowhere near where the sagging is taking place so they couldn’t use that as an excuse.

We bought our mattress set at a home show last February. We still have NEVER received our full order. Delivery for the bed was a nightmare and took weeks to get. Then we never even received a bill for 6 months thinking maybe because our order wasn’t complete. We have our original invoice with all the things we had ordered, bed, base, pillows, sheets. We called several times to get the rest of our order and they never returned calls or even tried to reach out. Of course until then realized we had not paid for anything yet. Then they sent us our bill which didn’t match the original invoice at all.

I purchased a Stearns and Foster mattress online from Mattress Firm. They brought me a mattress that smell like it is filled with hard boiled eggs shells it stunk. I aired it for 3 days plus it's hard like concrete. I noticed when I was making the bed a tag hanging almost off so I went ahead and pulled it off. Remember now I planned on keeping this mattress. But since my air purifier in my bedroom was picking up a smell from the mattress every time I uncovered it. The air purifier turned red and was staying red.

Do not buy anything from Ashley Anderson in Fairfield Mattress firm store, Went in on Presidents Day sale, 2/17/20 and purchase 2 mattresses both qualified for the free adjustable base. But she keep trying up sale on the motorized base saying the free one is too flimsy. Went back 5 days later to try to claim the free adjustable base and said it was not possible because the sales has been done already. That's unheard of. I am required to return the mattress at 20% restocking fee and delivery fee & to re-purchase the mattresses to be able to receive the free adjustable base. That is just ridiculous. She told us on the day of purchase if we decided we wanted it we can come back and get it. Now all of a sudden there is all these fees... Do not recommend coming to this shady business.

My husband and I have been wanting to switch to a king sized bed for some time. I saw the ad for President's Day, where you could purchase a King for the price of a queen. Perfect sale in our mind. I did my research on mattresses and the adjustable bases. We finally decided on a set and purchased it. I received the confirmation email saying it was purchased, and that they would be in contact with a phone call and email to confirm the delivery time and address.

Sealy Posturepedic Mattress is the WORST mattress I have ever owned purchased 10/29/2016 from Mattress Factory. RIP OFF.... Warranty is not worth tag it is written on. Tried to file claim online with Sealy 7/2019. And they keep requiring more photo. I did exactly what they wanted and never got any results. I gave up and purchased a mattress from Original Mattress Factory. For a bed 3 years old. This is horrible.

My husband and I purchased an adjustable bed frame. 5 p.m. the night prior to delivery I was informed that the bolts we special ordered for the headboard did not come in and that they had no idea when they would come in. I was very disappointed and asked to speak with a manager. I was told no one was available (which I later learned was completely true because the company takes no accountability). The salesperson tried emailing area managers but was advised that they probably won't respond because they were taking a long President's day holiday. So I was given the customer service number. After listening to and going through 12 prompts, I was circled back to the prompt and the recording advised I call the retail store I purchased from. I was frustrated because no one was able to provide an answer as to when my bed frame would be in. Meanwhile they had my money.

Hello. First, let me prefix this review that the mattress we purchased from Mattress Firm is fine. No problems there. The issue stems from the sheets for the mattress. We recently purchased the INTELLIbed mattress on 01/20/2020, which is deeper than a normal for a King size bed. Part of the deal we got had some premium sheets and sheet cover included with the bed. These sheets were to be delivered within a few days as they don’t carry them in stock in the showroom. First sheets arrive. The wrong type but sheet cover fits. The sheets we received were for a split king bed. As our bed isn’t split, I called our sales rep, Jesse, to inform up of the mix-up. I stop by and drop the wrong sheets off. Jesse was apologetic and informed me he would have new sheets sent out right away.

Issue was resolved by manager on 2/4/20 who is setting up a time to swap out the frame that was delivered for the one that was demonstrated and sold to us in the store.

Our pillow top mattress is barely a year old and is already sagging, after contacting the warranty company and having the professionals write a report saying the mattress is defective, Mattress Firm and the warranty company refuse to do anything about it. What a waste of time, money and energy on a product. The sales staff is only chasing a commission sale and very unsure of the products they’re selling. Don’t buy the products offered sold by this company unless you're interested in getting railroaded with the fast sales gimmicks and unreliable products that don’t last. The warranty that is offered is very misleading, and the company that handles it will treat you as a inconvenience to them. If you're shopping for a quality sleeping product don’t waste your time in a Mattress Firm store.

Bought bed and frame under the promise of a full return within 120 days if we didn’t like it. We decided not to buy it and when we contacted Mattress Firm to come get it they refused to take back the frame. If we don’t have a mattress then we don’t need a frame! Now they refuse to contact us back. Clearly they are running a scam. DO NOT BUY FROM MATTRESS FIRM!! Do not buy under the notion they will return the product in the event you don’t like it. You’ve been warned!!

I purchased a mattress and box spring a year ago. All was well. Later part of 2019 I noticed an issue with my box spring. Reported the issue as required by the company and they agreed my box spring needed to be replaced. I got my box spring at a discounted price $110 to be exact, I was then told in order to exchange it I had to pay the actual price $150 for the box spring. I didn't understand that. Whatever I bought it for should be what I get it for now. Even exchange. The store ran a sale then so why should I cover the extra money to replace a defective box spring along with a delivery charge. I was willing to pay for the delivery which included removal of the box spring but not the extra as they wanted. I feel it's unfair and my box spring should have been honored the way I initially purchase it. You had 30 days to complete this exchange transaction and now I 'm beyond. It appears MF will not do this fairly. Dissatisfied.

Bought a mattress cover and tried to return it one day later. Store said I could not return it but that I could exchange it. Made no sense to me because hygiene issues were used as reason for no refund but I could exchange it. If hygiene was reason for not being able to get a refund than hygiene should have been a reason for not to exchange it. It is my opinion that consumers should consider not shopping at Mattress Firm.

My wife and I went into the Bluffton, South Carolina store to find a good quality mattress. We tried many. We purchased a mattress, picked it up and after several nights thought that we must have been given a different mattress than we had purchased. We returned to the store hoping that they would like to make us satisfied with our purchase, but instead were met with anger and hostility. We have never been treated like this by any retailer in our lives. Adam was rude and loud. He said that his raised voice was just because he was a big man. The worst customer experience ever. I would never recommend Mattress Firm to anyone.

What a Joke! They are overpriced on everything! The product is just OKAY. The credit card has a very HIGH INTEREST RATE. Customer service is pathetic! Before you decide to make a purchase...Please research other businesses first. MATTRESS FIRM treats their loyal credit card holders shameful and with no respect! I HAPPILY CLOSED MY ACCOUNT WITH THESE FOOLS TODAY AND I AM SO HAPPY RIGHT NOW. What a rip off of a company....Run far far away or you will pay out of your nose for junk. Don't do it!!!! Tammi ** a very dissatisfied customer.

Purchased a Sleepy's Calm Eurotop Mattress Queen Prime from Mattress Firm in Wake Forest, North Carolina. Mattress was ok for about a week, then I would sink in (like a hole). I was not supplied with any warranty information when I purchased the mattress on 8/26/2019. When I had time to see about filing a warranty claim was in January 2020. Some guy named Phil told me that since I, wasn't good with computers he would file a warranty claim for me. The manager Richard ** told me that they did not file claims. Phil lied to me twice. Manager blocked my calls. I tried to file a claim but can find no information on how to file it. The mattress was made by Corsicana Bedding 08/05/2019. Model# MFD3900-1058. Prototype ID: FCTTOS15. I will never purchase anything from Mattress Firm again. I can't even file a claim because their website does not even list the manufacturer. Poor quality, poor customer service, $349.00 down the drain.

We were looking for another Tempur-Pedic Mattress after our move to AZ. We Went to the Mattress Firm knowing what we wanted and we ended up getting the Best & Easiest Service ever. Our sales associate was Tamara **. She was so helpful listening as I explained about my bad back she knew immediately which mattress We needed to try, not only did we get the Tempur-Luxbreeze mattress but We ended up getting a great deal, also received our pillows & mattress in the package for nothing. I would definitely recommend going to this mattress firm and asking for Tamara. She will set you up with a wonderful mattress. Can’t wait to start getting a great night sleep again on our new mattress!! Thanks Mattress firm for making our purchase an easy one.. We walked out the door feeling very confident that we purchased the right mattress for us. Thanks Tamara for making us very happy with our purchase!!

First they were out of the mattress they had on sale so I had to spend 300 more. Access wait a couple weeks for it to come. After almost 1000 it wasn't amazing so I wanted a refund that same day. Now I can't get anyone to call me back and the stores are totally separate. Take my advice access go Where but here. What a joke. Never again will I shop here.

Horrible warranty! 10 years what promised, mattress start deforming after 7 year, claim warranty looking for loopholes to avoid replacement! Snowballing customer! Do not buy in this firm! Very disappointed! I was sending pictures, measurement, everything that was required! They do not stay behind their word!

We purchased this mattress approximately a year ago - and I do not like it both my husband and I wake up each morning with a backache. It is a mattress with a reclining remote but it is a big joke. The reclining apparatus is very cheaply made and if you recline it to watch tv it pulls away the head of the bed and therefore when you unrecline the bed a big gap is left between the headboard and mattress and your pillow falls through. I would never buy another mattress from Mattress Firm. We paid over $4000 dollars. We have exchanged it once but no better results the second time. Mattress firm is a rip-off as far as I’m concerned. I called to tell them at headquarters and received no satisfactory results. Would like a full refund or at least a half and go buy me a different mattress!

I wanted to reach out to Mattress Firm in Aventura, Florida, who gave an elderly widow who was having a hard time making ends meet due to her being on a fixed income. Mattress firm gave her a brand new bed for free to help her just before the Christmas holiday, I think that was a very honorable thing to do for her, thanks to the management and staff, have a Merry Christmas, and a Happy New Year.

Updated on 09/30/2020: We purchased a Simmons Greenmont Plush Hybrid mattress From The Mattress Firm in August of 2018. For the sum of $1800. After approximately 9 months of usage, we noticed ruts beginning to form on each side of the mattress. The ruts caused a hard ridge to form in the middle of the mattress which made it uncomfortable to sleep on and difficult to even roll over.

Buyer beware! Mattress Firm the first thing that I noticed that I noticed that the Black Friday signs were still up. I met Anthony and we first checked out firmness and I decided that the Medium was best as he did. He took me to a Serta medium which I really liked, but the price was on sale at $699.00 with a free base. He said to me, "Too bad you didn't come in on Black Friday and you would've only paid $600.00." So I asked if it is still good because the sign is still up on the door and he said no I would not qualify for that price because the sale is over for Black Friday. Then why is the sign still on the door. So I let that go.

My mattress was uncomfortable and had a big bubble on one side. It was delivered without plastic wrap, so I wondered if it was used, though it seemed clean. I wanted to upgrade to a nicer mattress, so I attempted to do so both online and via phone call. I waited for an hour on two separate occasions with Mattress Firm "chat" agents and was disconnected each time. The last time time the agent abruptly ended the chat after saying I had just missed the warranty deadline. I then left two voice mails with customer service who never called me back. I now have a bad mattress that cost too much. I wanted to upgrade to a nicer mattress but will now have to buy one from a more reputable company.

First off was given a delivery date that changed the night before. Needing someone to be home is understandable but 12 hours is short notice to call out/find someone available to wait is not easy. Second When mattress was delivered the delivery personnel refused to take the old mattress away Stating "WE DON'T TAKE THE OLD MATTRESS". Even though we paid to have it removed.

When we bought two different Brand name mattresses in different firmness from Mattress Firm, we were given a great deal and 120 days to decide to keep. After only a couple weeks we knew we were not happy with our choice, her's was too firm and mine was way too soft, even though we picked out the softest and firmest Mattress Firm had to offer. The manager was our salesman from the beginning and Super helpful throughout the process and did everything he could to make us happy but after we tried many other mattresses and nothing was satisfactory he refunded In Full every penny. All of the mattresses Mattress Firm sold were of the Highest quality but just Not Firm enough for me OR soft enough for her. - All in all I give Mattress Firm a Top Recommendation.

I got a mattress with an adjustable frame/base. The mattress is only 8 months and it's bulching in the middle! Tried to submit a claim online because you can't do this over the phone, its asks for pictures of the mattress and the frame but it rejects all of the pictures! I can't submit a claim if but I believe this is the plan so one gets frustrated or pays the 79.99 third party inspection service, or gives up all together on the so call 10 years warranty! Never again will I buy from Mattress Firm.

We had gone into our local Mattress Firm to buy an adjustable bed for one of our new homes. We received the bed on 12/1/18. We had noted that there was a light odor at the time, however attributed it to maybe being new, and possibly the motor part of the adjustable box spring. We lived in the house 2 months and went to our other home (as we flip homes for a living and I stage them all for sale afterwards).

My mattress arrived in sealed plastic inside of Boxes. I was assuming that means new. The deliverers two very nice young men check them out of the boxes, carried. The man the sealed plastic open the plastic and place them on my bed Frame. I thanked them and they left. I went to put the mattress cover on them and noticed stains and black mold all over them. To my dismay I got in my car and went to my local Mattress Firm. I had taken pictures and showed them to them. The store was wonderful about the whole issue. They felt terrible. They are in the process of making it right but buyer beware. The new mattresses that I received were not new even though they were in plastic in boxes. Make sure you check your mattress immediately.

I can't believe I fell for the "don't worry, you have a 10 year warranty" SCAM! I purchased 2 box springs and 2 mattress about 1 year ago. I went to move one of the beds to paint and realized one of the box springs had broken (wood was cracked, and broke through the bottom of the box spring). I kept my receipt just in case something like this would happen. I submitted a claim, and the initial reply was "acceptable as is".... So they are saying it's ok to be BROKEN?

Paul ** is a scammer! Stay AWAY from Mattress Firm.. We purchased our Dreambed Lux LX670 back in May around Memorial day weekend for $2524 with three base and warranty, and explained to Paul we were renovating our home and could pay for the mattress but would need them to keep it stored away until our renovations were completed, and Paul agreed to it and explained they do it often. Fast forward to November we visit the store speak to a Manager, who looks on the computer and sets the delivery because Paul was not there. They schedule the delivery of the mattress for Thursday and everything is set, good to go right?

We cannot play on the mattress as partners as if we were kids again! Including, there's no way that we can stand on it as to get out of the house through the window during a fire 911 emergency! Failed. I am brushing off the dust and leaving this mattress firm company! You can take back the mattress. Go find one comfortable Sleep Number bed!

I walked in just to price but desperately needed a mattress for a while and always wanted to try a Tempur-Pedic. Tempur-Pedic and Mattress Firm seem to not be a good pair. I am spending hours on the phone and visiting the store receiving conflicting information. I called to register my mattress and was told I was sold the wrong mattress protector and that it works against the technology and my warranty. I cannot get a good night's sleep because I am not sure if I am wasting thousands of dollars.

Went in as this company sells purple and wanted to experience it. Had only planned on upgrading the mattress and never experience an adjustable frame. We felt so well taken care of we did not even go look at other brands or stores. From the moment we walked in, Levon, the store manager of the Ypsilanti MI store, greeted us and made us feel welcome and made sure we experienced the range of not only purple but options for frames. Since current bed is 20 years old and standard frame, much as changed. There is a lot of tech now in sleep hardware and the experience is like buying a car with all the selection + financing options and sales. In our case we did not have the high pressure that would be associated with car purchases sometimes.

Worst experience ever. I proceeded to purchase a mattress on Labor Day because of their holiday offer. They gave a mattress for the price of a smaller mattress (for instance a queen size for the price of a twin), free adjustable frame and a free purple pillow (value of $99). So I put down a $40 - $50 deposit. 2 weeks later I get a call saying that they no longer had that mattress and that I should come in to pick another. I had originally purchased the first mattress from a lovely young women. I went to the store and met Sean who said he could certainly accommodate me with the same deal and credited my deposit right back which was there in 1 hour.

MATTRESS FIRM credit is no more than modern day LOAN SHARKS. BUYER BEWARE must have attorney read thru purchase agreement. SYNCHRONY HOME first person to talk to knows nothing or is just playing dumb. Also on your first attempt to resolve issues you will be put on hold for long periods of time. Make sure to talk to a supervisor. Do not print bank statements from home. Do not hand write anything on your bank statement or it will be rejected. Now I have to go directly to the bank and have to fax again. What an ordeal returning a mattress that was supposed to be soft and still wasn't soft after sleeping on the Mattress Firm mattress and waking up everyday with pains in your whole body. Then I was charged for the free lift frame. I have never felt like such a sucker in my entire life.

Day before mattress delivery they told that it can't be delivered and postponed delivery another two weeks!!! What a shame!!! They just acting like shady company that you can't trust. Will never buy from them again!!!

At the Texas State Fair, Mattress Firm was on location to save us more money than we could get at the store. Montana **, Sales Manager, out of the Carrollton, Texas location was assisting us. First he showed us the Purple Mattress, and then after I said I wanted to see something else, he asked what my husband and I was looking for. He told us he had plush, ultra plush, and ultra, ultra plush in the Beautyrest Hybrid. He took me to the as he said Ultra plush mattress, which was the Beautyrest Black Hybrid. We tested it, and we said we'd think about it, and he put the pressure on. We didn't come there looking for a mattress, however, we were going to start looking soon, so with an ultimate deal that beats the stores (as he said), he offered us the Black Hybrid Ultra Plush (King size- as this is what we currently slept on) for $4600.

Problems started back in August when the bed plus THE adjustable base were suppose to be delivered. We ordered a purple 4 that was scheduled to be delivered Aug 13th, & we only found out it was not happening when I reached out the Monday before the day it was going to be delivered. Mattress Firm customer service only then informed me that they did NOT have the bed in stock & they will reschedule the delivery as soon as they could (admittedly beds were being delivered to the warehouse on Tuesday, they just didn't know when and if they had enough for all the orders). After several texts, a few phone calls to my sales rep, he finally responded with a date of delivery for the bed. His apology for not getting back to us in timely manner was a personal manner, understandably life happens, but it was a failure on his part for not assigning his customers to a back up person when issues came up.

Buyer's beware. Mattress was delivered January 2017. Filed claim October 2019 due to sagging mattress. Was informed that my my warranty is void because of improper frame/inadequate support system is being used with my bedding. My support system consist of the 4 leg columns plus 3 wooden slats with an attached leg support for each slat. 7 leg support total. I was informed 5 slats are mandatory. I had no idea I had to know this information. How many people ask information about their bedding support? Had to go through 9 yards of bull just to talk with a human and get the most ridiculous explanation. If I could give 1/4 of a star rating I would have.

I am extremely dissatisfied and disgusted with Mattress Firm. This is actually the SECOND mattress we purchased from them and we are having the same issue with the second one as we had with the first one. Let me set the record straight, my and my spouse's weight are a combined 250 pounds! We cannot understand why it is that our mattress is sinking under us. The same thing happened with the first mattress. Yes, this is the SECOND mattress we have purchased from them that has the same defect as the first one. I am asking myself if Mattress Firm is refurbishing their mattresses and re-selling them as brand-new mattresses? Oh, one very important fact... the mattress is not even 5 years old!

Bought a mattress, got damaged, called and got a credit of $625 which I paid on sale price of mattress that has $1400 regular price. Went to use the credit as the same mattress is not available any more, the smaller one which has $1400 range, I can't buy because it said in the letter, it is toward a regular price only, not discount or sale price, which means I will pay more money to buy the mattress if I used the credit than if I bought it normal with the sale price. Does that make sense? So why I am getting the credit? And differently, you will never knows these rules when you buy the mattress, they only say it has warranty.

I have purchased 3 mattresses and 3 adjustable box springs in the past 18 months from Mattress Firm. I have always been very satisfied until both products. This last time I purchased a new mattress & adjustable back & leg due to serious medical problems.The adjustable box spring broke within a month. I have filed the warranty twice and have never received a confirmation or any kind of acknowledgment. The bed doesn’t work and am very unhappy with the warranty procedure. The website is difficult to navigate and they ask for photos of everything. Being ill it was difficult to lift the mattress off & then try to get pictures of the broken mechanism. It broke in half. Sent what I could get, no response. Not even a need more info. Very unhappy with their warranty process. Plus they charge for replacement, inspections and delivery. Very unfair when their product was defective and broke within one month.

We bought two mattresses there at mattress firm in Grants Pass Oregon and spent $2,700. It has only been nine months and we have thrown away both mattresses due to them both breaking in and becoming a useless garbage product that causes me to have extreme back pain, and her to have extreme hip pain. Don't waste your money please. These mattresses do not hold up!!!!

I purchased a full sized mattress in July from the Mattress Firm for my 10 year old son at the store in Sturbridge Ma. Purchase price was 400$. The mattress side started to blow out after 1 month. I assumed I could just exchange at the store that is the way I purchased and brought the mattress home in my truck. But I was told I would have to go through the warranty dept taking pictures and fill out form with the description of the defect. I did all that and was told I could exchange the item but would have to pay 99$. Why should I have to give them more money when they sold me a defective mattress. BUYER BEWARE!

I bought a BedGear Aspire 3.0 Pillow from Sleepy's in 2016 for $150. The seams have burst, and Mattress Firm refuses to make any restitution. They tell me the pillow only lasts from 12-18 months. No one told me this when I bought the pillow. I've had much less expensive pillows last 20 years. Terrible company, terrible product.

I will never purchase or do business with this company ever again. They take your money with your order and tell you the product will be in next week. Next week comes it's still not in. 2 weeks go by and the order still doesn't come in. When you call the store they have all kinds of excuses and tell me they have no control of when the product will arrive. They won't refund your money or work with you in any way. They are rude. I will never do business here again.

The warranty process is a scam and waste of time. I followed the online process, sent pictures and the issue with my mattress. I received an email back with care instructions, a damn coupon and a letter stating that unless there is more than 1 1/2 inch sag my mattress is fine. Really?? You can tell me that by looking at a picture? You can feel the holes? The downward position my neck is in? The bunching of the pillow top all through a picture? So I spend $1000 on a mattress that is sagging, has holes, bunching and isn't even a year old? I did the process and got nowhere so I'm going to the local news stations, and Better Business Bureau! Don't spend your money here!

I purchased the top of the line power frame for approximately 2,000 dollars and within 2 weeks it was already broken. Now I’m in the process of trying to get a representative from the warranty department to come out and fix it. Don't waste your money on the power base.

I purchased a "High Quality".... Premont Pillow Top. Model: G2941HR-1060. Manufactured by: Corsicana Bedding....King mattress and box springs in Rockwall TX. I was told that the mattress will not sink with our weight (260/155) and that it was guaranteed for 10 years. I also bought an insurance to be on the safe side. Guess what, the mattress sunk in about a year more than 3" in the body center of each side. When I went back to the store, I was told to contact my Mattress Insurance company. So I did and they told me there was nothing they could do. This has got to be the most uncomfortable mattress I've ever slept in. I have several properties with beds from Sam's and other sources and are in way better shape than this one at less than 1/2 the price. Now I need to buy a new one. It certainly will not be from this store. Extremely disappointed!!!

I have a fused cervical spine and chronic lower back pain, I have literally spent close to ten thousand dollars on mattresses over the past several years just trying to get a good comfortable nights sleep! I have wasted so much money on high end mattresses and yet after 4-6 months the mattresses seems to just get less comfortable and then end up causing me even more sleep robbing pain..

Hello, I bought a mattress at the Mattress Firm at the beginning/ middle of July here in Manchester, New Hampshire. Had it delivered to my home around the 13th of July. My old mattress laid on my floor and we never had ANY problems. I was freshly home from Pennsylvania and I was relaxing in bed with my boyfriend and just so happened to catch a glimpse of something on the wall and all I could think was oh god a tick! (They’re awful here.) I asked my boyfriend to see what it was and when he looked he said “oh god, how did a tick get in here.” I jumped up and checked and it was way worse than a tick! A bed bug. I was appalled and prayed for it to be a lone straggler.

On 8/19/2019 we paid $2,374.78 for a mattress and adjustable base from Mattress Firm. Not the cheapest thing around but we thought it was worth it. The promised delivery date was scheduled for September 10th. This day came and went with no call, no email, no notice of any kind that our mattress would not be delivered. I called the salesman and was told that there had been a mixup at the warehouse and that our mattress was not available but would be delivered September 16.

Placed an order over the phone on Wed. Was advised that I would receive tracking information within 24-48 hours. It is now 5 days later and I have still not received any tracking information. Upon calling customer service, the rep on the phone stated that I would not receive any tracking information until the item ships and that doesn't happen until 7-10 business days after the purchase!! I think this company is very misleading and just tries to push their sales!!!! I could have easily went in and placed my order in store and had it delivered within 2 days but chose to go the online route since the promotions were a little better.. I should have never second guessed myself!!! Do not place an order online or over the phone unless you plan on waiting for your delivery... Go in store if anything!!!!

Overpriced, pushy sales, and unexplained policies. My first bed here was too soft so I got an "exchange" bed and unfortunately, you're only allowed one return or exchange. My replacement bed is even more uncomfortable than my first one and I'm waking up with back, shoulder, and hip pain every day. I spent nearly $2000 for a mattress I despise and cannot return it since it was a clearance item and my "exchange" bed. I'm now looking for another mattress online that includes a 365 day return policy and this $2000 I spent here is basically going to waste because of it. Very disappointing. Mattress firm itself needs to do better with their exchange policies and pushy sales tactics all-around. The online companies with their 365-day policies and UNLIMITED EXCHANGES will eventually put them out of business.

Mattress Firm bought Sleep Train but their customer service and client first philosophy has not carried over. Made a warranty claim on a mattress that was sagging after a year. Jumped through a bunch of hoops showing the sag in the mattress. They refused to honor the claim. I have bought several mattress for myself and 4 kids at Sleep Train and had nothing but great service. Mattress Firm is a company that I will not do business with ever again and anyone who is thinking about buying a mattress should go elsewhere. I really don’t think this company is going to be around much longer with how they conduct their business.

Purchased a mattress on Labor Day through live chat. At no time during our conversation was it mentioned to me It could not be returned. Trying to reach someone through the phone is impossible! They say leave your number for a call back and you will not lose your place in line. (It’s been 3 days.) I’ve emailed and live chatted with someone. They promised several times someone would get back to me. “No One Ever Does”. Their customer service is really bad! All they care about was making a sale. Don’t get me started on the smell of the mattress. Strong concentrated smell. It’s been a week and can’t sleep on the mattress due to the smell. Will never purchase from Mattress Firm again.

I purchase 2 mattress about 3 years ago, one is fine the other is terrible. It sags and I feel like I am sleeping in a valley. I contacted the Mattress Firm store where both mattress were purchased at the same time and was given a form to complete along with a request for pictures. I completed the form, took the pictures as requested and returned the form with the pictures as required.

I just got screwed by mattress firm. I paid 2753.88 for a mattress and base on Labor Day weekend and I hate the mattress 2 days later so I called them and between all their stupid return fees they say I will get back $922.42 for the $1999.00 mattress and cannot return the base which I paid $599.00 for which was on sale from $1099.00 of which I was not told. The base is lousy as it pushes you away from your nightstand by 1 foot! Never told that! He just said $599 for base. Well when wanting to return mattress my refund was debited the $500 sale amount I got for base since mattress was returned. Sneaky!! So I paid $1099.00 for a cheap base! Those thieves are only out for themselves and not customers.

We bought a mattress 5 years ago. With a a 10 year warranty. The began to sag in the middle so we contacted Mattress Firm and followed their policy. 3 weeks later they decided not to honor our warranty but if you pay 79.99 we can send somebody out to look at it and maybe they can make a new decision. Why in the would I trust them. I wrote a bad review so customer service tried to contact me about my review. I’ve called back 4 times and only get a recording in a scam. Don’t buy from them.

This company went bankrupt last year and now they refuse to honor legitimate warranty claims. They insist you have to pay $79 for a "3rd party" inspector to come out and inspect your mattress. This is just another scam to milk more money from you. They inevitably declare the warranty is void because of some bogus reason. The mattress I bought less than 2 years ago developed lumps and the coils protrude. Nevertheless their inspector "Clark" in New York City declared that the warranty was voided. They didn't even bother to give me a reason. See you in small claims court!

I called Mattress Firm 800 number to order a mattress topper for my son to go to college. The sales agent assured me that the product that I was looking for was the one she had on a web special. The order arrived. It was not what I was told it would be over the phone. I did not open any of the packaging but the labeling specifically said it was not what I ordered. I have been given such the runaround for days. I keep calling and I’m told a supervisor will call me and I have received no calls. Do NOT order from Mattress Firm online. They are a scam!!!! Worst customer service EVER!!!

Mattress Firm would not allow my review for this reason: directs business away. I ordered this on 8/7/2019 & money was taken from a gift card on that date (thought they couldn't take $ till it shipped?), on 8/13/2019 rec'd email from Digital Admin - didn't even open it because I thought it was spam! On 8/18/2019 I tried finding out when it would be delivered and it just showed TBA! On 8/19/2019 I spoke with Customer Service & after learning I could either wait indef or get refunded in 2-3 WEEKS I told them if this were my company I would be rushing a higher quality mattress pad out just for all the inconvenience because they should have known it was not available before I placed the order rather than 10 days later!

Costco, Amazon, Nectar, Tempurpedic, Casper, any of these companies will sell you a good mattress and related accessories, and take them back if you are not satisfied. Mattress Firm says they will, but that's not true. Read the other negative reviews. They sell you up and get you to pay more than you wanted to for a mattress by offering a FREE ADJUSTABLE BEDFRAME. However, if you choose to return the mattress, you are out $500! ("Free" bed frame is not returnable, so $500 is deducted from the amount you get back). Sheets, pillows, etc. also not returnable. Other companies offer free shipping - not Mattress Firm. You pay for delivery, and you pay delivery and restocking if you want to return. Best thing - don't go in the store...

Purchased Two Twin XL Beautyrest Hybrid Jennings from Mattress Firm along with two adjustable bases plus the sheets & pillow bundle. Spent in the high four figures. Had researched mattresses online, looked at return policy & length of trial period. Have arthritis & fibromyalgia & always sought out quality mattresses. Prior to purchasing the Hybrid Jennings Beautyrest I had a Tempur-Pedic. Decided I would try something a little different. You have to sleep on a mattress for over 30 days to even know if it is right for you. In fact 60-90 days is even better. So when Mattress Firm told me they have an 120 Night Sleep Trial period I thought that was great UNTIL I wanted to exchange my mattresses for a different mattress.

The company has left me sleeping on the floor last night. They brought a damaged mattress and promised one this morning and now they are saying I can't get it today or not even tomorrow. I'm 72 years old and you're asking me to spend another night on the floor. I purchase this online at your website. I spent 2 days and about 5 hours been told different stories or lies. I would highly not recommend buy from this company.

I purchased a Beautyrest Resonance mattress from Mattress Firm. The mattress was plush and soft in the store. The mattress I received was very firm and felt like it was of lower quality. I had to pay a 20% restocking fee to return the mattress. I also had to pay a $100 fee to have the mattress picked up at my home because the company will not let you return the mattress at the store where it was purchased. I feel like they used a bait and switch tactic with the mattress and their return policy is set up to prevent the consumer from returning a mattress without incurring a large financial loss. In my case, I lost almost $400. I would not recommend Mattress Firm.

SAVE YOURSELF THE HEADACHE! SHOP SOMEWHERE ELSE! I purchased a mattress after explaining to the salesman I have back problems and I'm a side sleeper. They assist me in choosing a mattress and send me on my way. They delivered the mattress and for the next few weeks all I experienced was extreme discomfort anytime I laid down on the mattress. Anytime I contacted them they would tell me to give it time or to take the mattress to the floor and jump on it to help soften it up. The defective mattress has a comfort level just short of a cinderblock. This is not what I paid for and now they are trying to resell me on another mattress! Save your money, time, comfort, and sanity and shop somewhere else! Mattress Firm are a bunch of thieves! Don't be fooled by the 5 stars! They convince you to write a review while you're sitting at the desk finishing up the sale.

I bought a mattress in December 2018. Today July 1 2019 the mattress has been sagging on one side. The mattress has a 10 year warranty. I called the store where I bought it and was told to get in touch with customer service. I called and through their automated menu, wasn't able to reach a person to talk to. Instead I was referred to the automated warranty claims. I would have to remove the mattress, box springs, take pictures of the government tag on the mattress, the metal frame and the box springs. Upload all the pictures to their website OR PAY 79.00 DOLLARS AND HAVE SOMEONE OUT AND DO THE INSPECTION. This has been not worth the trouble this has caused. This isn't possible since I'm a senior citizen on a fixed income.

Bought a mattress and foundation from Mattress Firm on 6/1/2019. Still no delivery. I have called three times, written multiple reviews and still cannot get them to arrange delivery. My order was not inexpensive, I paid for a high quality bed and adjustable frame (not the free frame) so one would think the company would want to provide exceptional customer service. I gave them the best delivery dates for me but also said I could be flexible. Still feeling brushed off. Am considering cancelling the order and purchasing elsewhere. I do not recommend this company.

Do no buy any clearance or discounted mattress from Mattress Firm. I bought my Simmons Beautyrest on clearance and it is failing with no support for the mattress or Mattress Firm. Because they are clearance they won’t back their own product. They denied my warranty claim on a product that’s supposed to have a 20 year warranty and only lasted 4 years. Mattress Firm should still back the structural integrity of their clearance or as is models, it’s not like I’m saying it has a stain or a tear. Especially when the salesman still told us that any of their mattresses that sag over 1.5” are covered. This is deceptive behavior by Mattress Firm and their employees.

Called from Florida, ordered 4 mattresses on 5/27/2019 and advised to deliver on 6/10/2019 to Suwanee, GA because we do not have new apartment keys till then. Received an email with order and deliver date as advised. Next day received email that order has shipped. Called back to fix the stupidity. Lady got FedEx online and they confirmed that they attempted delivery. Mattress Firm rep advised FedEx to ship back to sender and resend on 6/8/2019. The rep confirmed it will do so. Today no mattresses. Called back and were advised that king size was delivered on 6/06/2019. Advised that is not possible since we were still in FL and did not get the keys till today. Was on phone with them for 1h 27min to be told that they will resend it but it will take 7-10 days. At 8pm was told that manager will call me back. It is now 11pm. Now I am forced to sleep on the floor with 3 kids or go to the hotel. NEVER EVER ORDER FROM THEM!

1, I bought a fairly expensive mattress and bed frame since the other mattress warranty was voided because I did not have the correct frame. That mattress sagged in the middle.. 2, Bought what I thought was a good mattress in 2015. It started buckling on the side. I go back to Mattress Firm they tell me they no longer sell this product because of the problems with the manufacturer and don’t talk about what they can do to help us. I feel this company is a complete rip-off. I will never go to another Mattress Firm.

Updated on 06/03/2019: After getting the run around and being promised a mattress that wasn't in stock I got an email and a call from Angie at customer relations with Mattress Firm - Angie worked diligently after the debacle to get a comparable mattress delivered in a short turn around with red carpet service (that wasn't previously offered)! Just like that I can let bygones be bygones and look to a more honest and productive buying experience with mattress firm next time! #squeakywheel

After finding out from the doctor that my ongoing back issues may be from the mattress I purchased months ago I went back to the store to talk to a salesman about my purchase. I told this salesman that I had recently purchased a mattress that may be causing a lots of pain and discomfort with my back according to my doctor? I also told this salesman that when I purchased my mattress I told the salesman at that time I needed a firm mattress since there is a history of back problems. He suggested the Dream Bed Lux for a memory foam option. I told him I wanted the firmest of these he said that the 7 series was there firmest line.

Wanted a firm mattress. Was sold a plus firm, not knowing that it is not a full firm (because the industry seems to have shifted since the last time I purchased a new mattress and who knew?). 5 weeks in, the mattress began sagging/losing support. Called store, asked that it be taken back, requested no fee for "re-stocking" charge (because, what are they restocking). One rep (nice person) wanted to get it picked up the next day. That would not work for me. I went to the store towards the end of the week (last week - pre Memorial Day). I declined to purchase a different mattress. Requested to speak with her area manager three times (and this wasn't the first time). She called me later that evening and accused me of having a "bad base." Still would not give me information about how to contact her area manager.

Six months back I had the opportunity to visit the Mattress Firm in Cottman Ave Philadelphia with my wife. I was a satisfied customer with Raymour and Flanigan for last 12 years. As we were shopping around for a mattress we told the salesman that the difficulties we are facing and we are looking to buy a new mattress. We currently had king size bed and the salesmen lured us to buy a queen size bed mentioning to us that we have a 120 day return policy not mentioning anything what is hidden behind those returns.

I ordered a mattress, box spring, and bed frame. Received the mattress and box spring within the week. Never got a delivery email on the bed frame. Called a week later and was told I would receive an email when it ships, could take a week. No email - used the online chat and was told the same thing... Nothing. Received an email saying it was out of stock and would be for 2 months. This was 2 weeks in. In the same day I received an email saying it was back in stock. I called to see what was going on and was reassured it was back in stock and to wait for my delivery email. A week later I received another out of stock email. Called and asked for a different bed frame instead. Waited another week and instead of getting a delivery email I got another out of stock email. This is when I gave up... Hopefully I will receive my refund, but the odds are against me.

Caveat emptor!! I ordered a Homelegance Harley bed set from Mattress Firm in April 2019. It is now the middle of May and it has still not arrived. I tried talking to the original salesman, who is nearly impossible to reach. Finally I reached another salesman who contacted him, but he will not speak directly to me. This second salesman told me what he thinks I want to hear, not the reality. Now I go on the Mattress Firm website and the Harley bed set is no longer listed. Apparently it is now unavailable. Does that mean temporarily out of stock? I still cannot reach the salesman. Beware! You have been warned.

Let me preface this with one person sleeps on this queen bed. I bought it in 2017. I initially had a good experience at the store. I was on a budget and needed a ultra firm mattress, so for approximately 500.00 I was able to get an old school mattress that seemed firm enough. The sales lady was nice enough to include the boxspring.

I wish I took the the time to check it out before the delivery guys left. I paid 400.00 for a NEW mattress. What I got was a broken USED mattress. It's worse than my old one that they took away!! I will never make that mistake again!!

In 2017 purchased 2 mattresses and 2 adjustable frames. Was told that there was a 10 ten year warranty on both items. One of the lp100 is stuck in the up position and cannot go into programming mode. Told by both Mattress Firm and Leggett and Platt that there is only a 1-year warranty on the adjustable frame and that I would have to use a third party to come and service the unit. I will never recommend either company.

I purchased the Sealy Relax Pillowtop mattress, box spring and frame from Mattress Firm last July. When the product was delivered the pillowtop did not reach both sides of the mattress. I had just moved and have three kids so super busy so I thought I would give it a try. The mattress seemed comfortable at first but the pillowtop has been bunching up in areas making the mattress very uncomfortable.

I purchased a queen mattress/box spring on 3/22/19. The salesman "threw in" 2 pillows which were $100 each. He also "threw in" the $100 frame. I was assured that if I wasn't happy with the purchase in 30 days that I could return it. I was made aware of a restocking fee and a pickup fee. What I wasn't told was that they expect me to pay for those FREE items. They said that I am not keeping with my side of the deal. They will NOT let me return the frame, I have to pay for it and the 2 pillows. The salesman NEVER mentioned this at all. So I will be paying approx. $650.00 for 30 days on their mattress. I'm returning it because it's making my shoulders hurt. BUYER BEWARE!

Upfront I will admit that we have had two horrible mattress experiences, one with Jerome's in El Cajon, CA and the other with Mattress Firm in La Mesa, CA. On both occasions my wife and I STRESSED that we DID NOT want a mattress that would leave us with valleys to sleep in and both times that is exactly what we got. We are both in our 70s and deserve a good night's sleep. Jerome ** guaranteed that the Mattress Firm mattress would be great. NOT! Of course it was great for the first five or six months but after that - junk! We are seriously considering making signs "We Hate Our Mattress" and walking the sidewalk in front of the store.

The staff is excellent, Laural & Bill in the Hammond Store went out of their way to find the perfect mattress I purchased there last year for my daughter only to find it was discontinued... Bill sold me one close to it but was disappointed so I canceled the sale out since I wouldn't be able to get the Clairmont that I loved. They worked with me effortlessly & was extremely patient with me.... especially Laural. I was sorry that we could not find that perfect mattress but they went above & beyond to please me.

Purchased a Jennings Hybrid Plush at MATTRESS FIRM August 2018. In January of 2019 this mattress sags on both sides. Called Mattress Firm. Said I could take 12 pictures and claim a warranty or they would send an inspector out for $79.99. Sent in Pics. Received an Email stating they did not cover FLOOR MODELS! Paid $129 for 5 year warranty but did not apply. Mattress Firm gave me a number to call in Florida. Third party inspector said the mattress should be replaced. Received Email stating it came within 1/4 inch of being under warranty. Mattress Firm went CHAPTER 11 and closed 200 stores due to shoddy business OCTOBER 5 2018! LOOK IT UP ON GOOGLE FOR YOURSELF!!!!

I placed an order through Mattress Firm's chat service on March 15th. I was receiving bits and pieces of my order but missing the bulk of my order. Being a patient person, I allowed plenty of time (nearly 2 weeks) to pass before contacting Mattress Firm about the missing items. They asked me to allow 48 hours for them to get a response from their vendor, (Classic Brands). So two days later, a representative told me that my items were not in stock and my order was canceled. She also said someone was supposed to contact me about this but that didn't happen. Now I have to wait 7 more days for them to refund the account. This is such a disappointment. Now I'm left with bed rails and no mattresses.

We went to Mattress Firm here in Great Falls, Montana to buy a new Tempur-Pedic mattress for our master bedroom. There are several mattress stores here in town but what sold us was the “120 night sleep trial” and then when we got there the salesman Zachary told us that they have a 365 day happiness guarantee so we thought even better. We were looking to purchase the Tempur-Pedic Cloud-Luxe which is a very expensive mattress but they didn’t have it. We were told by the salesperson that the Tempur-LuxeAdapt was the new version of Cloud-Luxe. This couldn’t be farther from truth, there is nothing LUXE about this bed.

I have bought three separate mattresses from Mattress Firm (formerly Sleepy's)... I admit that it's convenient and if you negotiate hard you can get a good price I (never accept their first offer). But I have been disappointed three times in a row... the last time today. I ordered a new box-spring and on the phone said my building required an insurance certificate. The woman said no problem. I sent her via email all of the information well in advance and she said she would take care of it. Needless to say when the delivery came it turned out that they had never ordered the insurance certificate...and I was fined by my building.

Mattress Firm in North Bergen, N.J. was very helpful and understanding of our needs. Mr. Thomas ** is a knowledgeable excellent salesman, he help us with every question and concerns we had. We will keep this company for any future purchases and will also recommend it to family and friends. To Mr. ** thank you so much for all your help, excellent customer service!!

When we first purchased our mattress and box spring, it was from Sleepy's and they were bought out by Mattress Firm. We paid a lot of money on this set, close to $2000 at that time, and we found out it was under warranty. So we had to go to Mattress Firm to get our replacement. What we purchased in replacement was a foam mattress because the sales guy told us it was better than springs. Well here we are 2 years later filing another claim for a sagging mattress and a extremely noisy box spring. Literally 2 months back and forth with claims via email, more pictures, more angles, box spring has to be on the floor, please take a video, need a better video. OMGOSH! Seriously?

Mattress Firm has terrible customer service and does not stand behind their products! I purchased a mattress/box spring set paying $1800 in 2018 in North Carolina. Just one year later the mattress sags on both sides and at the corners. The sag marks are clearly visible and create terrible backaches. The box spring is also clearly defective with one corner totally void of and support structure.

6 months after getting our Mattress Firm bed the two front legs blew right off digging into our 8 month old floors. I called Mattress Firm. They referred me to Leggett and Platt who warranties the bed frame. Repairman came and replaced the legs and noticed the two legs that did not break were very loose as if they had never been tightened properly. I was told to call Leggett and Platt about my floor damage after the warranty repair. Leggett and Platt told me that Mattress Firm is responsible as they sold me the bed and also delivered and installed it.

I needed a mattress very bad. Not just any mattress but the adjustable. I first called and spoke with April **, she listen and gave some ideas for me to think about. Yesterday, I went in the store and spoke with April **. She really showed me all types of mattress. She was awesome and she showed that she care. I rate her the number one salesperson. I will definitely refer friends and family to Mattress Firm in Vacaville, Ca. Thank you April ** for all your help!!!

I purchased my mattress a few months ago. I had a problem with it sliding from side to side. I thought it might have to do with the bed skirt I had on it but I finally removed it... Had to actually tear it off as the mattress is too heavy for me to remove any other way. Anyways it didn't help the situation. When I called the Hanover, MA store about it they mentioned putting rubber sheeting between the mattress and stand. This still didn't help. It probably slides about 3 to 4 inches at night but it's a hassle to move it every morning and I'm afraid one of these days I'll actually fall off the bed. I'm well into my seventies so this is a big possibility. The people at the store were not willing to deal with it and say it's never happened before but now that I see all the one star ratings I only wished I had checked here sooner.

I had nothing but good things to say about the experience in the store and at a Home and Garden show where Mattress Firm was on display. I was able to get the product I wanted and am happy with the mattress and the adjustable base. As far as the delivery service that Mattress Firm uses out of Robbinsville, NJ, I would rate them a negative if it was a choice.

I bought a mattress, they did not bother to tell me about it being on backorder. I cleared my entire schedule for delivery BUT was NEVER contacted about it. When I called customer service they put me on hold 6 times for over 40 minutes, only to tell me it was on backorder and wouldn't be available for another 8 days. They offered me a free pillow! No apology, no help for my purchase. They only answer/excuse, sales did not know it was on backorder, I call **! BAD BAD BAD service and NO solution, I am still without a bed for at least another 8 days!

I bought 3 sets of mattresses from Mattress Firm. I currently have a king mattress which is sagging so I called them. The guy at customer service said to take a couple pictures of the mattress and go on-line to submit them with the warranty claim. I drive 150 miles to my condo to take the pictures as he instructed. When I log in to submit them I find that I have to take certain photos with their measuring item in them. I also need to take the king size mattress off and take pictures of the box springs and frame. I don't want to drive 150 miles and 3 hours to retake pictures due to their failure to inform me of the pictures I needed from the start.

I did a Review of Mattress Firm 2/27/19 with ONE Star. I have attempted to Update that Review but can't. I am changing my overall Rating to 3 Stars. Today, 3/1/19, Robert **, our salesman came out on his own time and he and I figured out how to attach the 2 L & P bases to our headboard. Robert was VERY GRACIOUS and it indeed requires TWO people to accomplish this task and he and I managed to get it done - more to his ability than mine as I am older. He personally is worthy of 5 stars. He came out on his own time and without company compensation.

This is the first time my husband and I have done business with Mattress Firm and for sure will be the last. We went to them for our first new mattress and had a budget so we thought we would get a good deal. The one we bought was good one but the service we had to deal with was ridiculous. We paid $1100 for this bed and was to have it delivered on a day we was off work. They had called and rescheduled the delivery on two different weeks cause supposedly their delivery truck broke down.

I ordered a mattress through their online chat for the president's sale. Was told that the mattress would be shipped so it would arrive on March 8th (so basically Adeline, the lady I talked to said she would tell shipping to hold the order until it gets shipped out on a day that would time it perfectly to arrive on the 8th. She assured me twice that this won’t be an issue). Well, the next day I checked the tracking and it showed that it would arrive February 28th, so a week before I even move into my apartment. I called the hotline, left my phone number twice for a call back but was never called back. On the chat I was told then that they had already sent out my mattress. I asked for an immediate cancellation of the order. I was told I would receive a cancellation email within 24 hours. This was on Friday. It's now Monday evening and I still have yet to receive a cancellation email.

Advertised on website if you order within certain hours, your order “Arrives in 3-5 business days”- FALSE! I placed an order on 2/19/19 timestamped 9:20AM, I received Fedex confirmation that it will arrive on 2/28/19. This is close to 8 business days!!! Will never buy from this company again!

Overall I've had a horrible experience with Mattress Firm. From the delivery being charged on me without notice to a misleading sales agent saying the a bed frame would be included with every purchase no charge. I have phone conversations and also emails between the salesperson and I confirming there would be no restock, no delivery charge, pick up charge or administrative fees if I was not happy with a purple mattress I bought. Mattress came with a special event sales giving customers supposedly a free mattress base. The sales person repeatedly told me that I was to keep the base. It was not returnable. There would be no charge for it and that I had at least a hundred and twenty nights to enjoy the mattress. If I found a mattress to be uncomfortable I could return it for a full refund. The adjustable bed base would be mine to keep.

As a consumer, how comfortable the bed would be was not the only selling point. The other selling point was making promises and being assured that those promises are kept. The sales rep clearly stated we would get headboard brackets and that they would be installed. However, this did not happen. Our bed was delivered December 11, 2018. The person who delivered and set up the bed had no knowledge of the brackets so they did not bring any. We phoned the sales rep that we were working with and he promised he would order them and have them delivered and installed. A week or so later the brackets were scheduled for delivery but we weren't going to be home. The person who was to deliver them said they could not leave the brackets on the porch. So they were sent back.

I bought an Extra-firm mattress in Mattress firm in Port Chester shop on last March. But just a few months later, it already has hole in the middle of the bed (just one person used). I went to the shop where I bought it. The salesperson don't want to help to resolve the problem. He sent you to the customer service center. I took the pictures as they asked. You can see there is 1.5 inch dent in from the photos. But they said it meet the factory standard. They don't exchange the faux mattress for you. The message they gave you is that they don't take any responsibility on their merchandises as long as they are out of their door. Stay away from them. You will be away the nightmare.

Bought a $949.99 mattress and in less than 2 years starting breaking down. Went to store with paperwork and was sent back home and told to handle the warranty online myself. Very hard to deal with this procedure, took a couple calls and emails to get results. It’s like they try to make you never to want to deal with them again.

I am now forced to deal with, yet again ANOTHER DEFECTIVE MATTRESS from SLEEPY’S/MATTRESS FIRM... We are on our THIRD mattress after the first TWO were deemed "defective" by a third party inspector and consequently returned/exchanged. I cannot even begin to describe the physical/mental anguish both my wife (140lbs) and I (210lbs) have endured since purchasing our 1st mattress from Sleepy's nearly 10 yrs ago. Make/Model of Current Mattress: BeautyRest Phenom Crossover. Size: King. Price: $1,500.00

Got a bed for the second time in less than 1 year and it has given me nothing but backaches. First one did the same thing so I exchanged it for another one. Not happy spending $1200 for something that gives me restless nights.

I have no complaint with my >3000$ Beautyrest mattress/boxspring/frame that we purchased a month ago at Mattress Firm in Pittsburgh. So far, the mattress has been quite comfortable. My complaint is that with a mattress set of this expense, I was surprised to find that Mattress Firm charged us 100$ for delivery. Maybe I am expecting too much, but it seems that with a purchase of this amount, delivery should have been free. I am sorry that I didn't just refuse to pay delivery and see what happened! Try that, is my advice to anyone buying there.

I purchased a Serta IComfort mattress for my daughter less than a year ago and it's falling apart. I contacted mattress firm about the warranty and because they sold me a mattress without a law tag they refuse to replace the mattress. They take no blame in selling me a mattress and not honoring the warranty. I will never shop there again.

Extremely frustrated with the lack of customer service this company has. My wife and I bought a mattress at the state fair of Texas September of 2018 with the "120 day guaranty" and had our mattress delivered after giving the mattress 45 days like they told us so it would break in. We decided to contact our sales rep Parker ** on November 19 2018. At 1st it went well then the excuses started coming. We decided to go with the Victorian so Parker ok'd to deliver December 8 2018 then he said that they couldn't deliver on the 8th of December and would get back to us. Text us again and said the Victorian was hard to find and wouldn't be able to exchange. He said he could deliver the Victorian on January 5th with a 2 hour window.

It's no wonder this company is going out of business. Numerous years ago, my wife and I bought a Simmons mattress/box spring that had warranty issues and they voided our warranty because there was a stain on the mattress, even though it had absolutely no bearing on the issue. I accepted that even though I was far from happy because there was a stain there for sure.

This is what my comment's about - the Mattress Firm. The company store delivered Hampton & Rhodes Mattress. Came with Box Spring and they delivered them together on 11/2017 and in my life I never thought that I’ve been sleeping with a cardboard box spring. I noticed it before Thanksgiving just less than a year old it started making noise every time I moved so I examined it as I was curious what kind of material or composition they used. What a bad impression that I lift up the box spring and ripped off the black lining at the bottom to see what was the caused of annoying noise so it was a cardboard board box panel.

My experience with this store started very positively. The sales lady Barbara was very insightful and willing to negotiate to get to a deal we were happy with which included a delivery within a matter of days. The delivery company arrived with the bed. They failed to use the “Red Carpet Service”, no booties or red carpets. They supplied a bed that had a large bubble in it due to the way it was stored during shipping. They were unable to identify that Mattress Firm had provided the correct headboard mounting brackets. There was a scratch on the remote for the base. During the delivery of the base and mattress they managed to damage the wooden floor in the bedroom. A scratch roughly 16 inches in length.

I bought a $1500 mattress from a Mattress Firm location near Austin, TX less than 2 years ago. Because I have had several operations on my spine, with the addition of several pieces of titanium inserted in my lower back and neck, I told the store rep as such. We looked at several models, all in the firm category. He highly recommended the mattress set we ended up buying. For 6-8 months it was great. Then the padding started collapsing, on both sides. The bedding was changed weekly, and the mattress was rotated each time. It's gotten to the point that neither of us can sleep on it comfortably. So I contacted the store, and was given Mattress Firm's website, to try and get it warrantied. I did everything they asked for, sent in the pictures, and a week later they said they wouldn't warranty it.

Same as everyone else here. Mattress has huge indent and sag after less than a year. Spent the last 3 months sending them pictures of the mattress per their requests over and over. Sent in claim via their website, via email, on the phone. I've done everything over and over and they have done nothing to replace this mattress. Right now I am sitting on the phone waiting for someone at "customer service" to pick up the phone, I called at noon, it is now 12:19 and no one has picked up. They just give you the run around hoping you will give up. They said they can send someone out to "look at the mattress" but that it will be 80 dollars to send someone out! NEVER buy from these people, they are con artists and do NOT stand behind their product!

My mattress had a 3 year warranty for full replacement. It had such a huge sag by 1.5 years that I had to put something under it just to sleep until I had time to take the bed apart to take all the pictures they require for the warranty claim. They then claimed the sag was due to improper frame, yet my box spring didn't sag at all. I would NEVER recommend anyone buying from this company because they don't honor the warranty.