Mattress Giant Reviews

“Spoke to Patty; re: $100.00 rebate for foundation.”

I have been to the store times 3 and have not gotten anywhere. I would appreciate your time and effort in clearing up this error. I would like my money.

I finally decided to use my warranty so I could get a replacement. I contacted the store and was told I needed to begin the warranty process on Mattress Giant's website. I put in the necessary information, but no one contacted me. I called the warranty number, but I never could reach a person, only a message box. I left a message, but the message was never returned. I could no longer sleep on my mattress, so I had to use an air mattress on my floor, which tells you how bad my mattress had become if sleeping on an air mattress was more comfortable.

Over the next three months I tried multiple times to leave my information online, but it would not enter. I left message after message and none were returned. I called the number I had for the regional vice president, only to discover that Mattress Giant eliminated the regional level positions. I tried to contact the corporate office, but I couldn't get responses. I spoke to a salesman at the store and told him all that had happened. He tried contacting someone higher up in Mattress Giant, but the salesman was told that he needed to stay out of the issue. Mattress Giant is an utterly dishonest business that sells mattresses and then takes no responsibility afterwards. I discourage anyone from purchasing anything from Mattress Giant, unless you want to be cheated!

I am thinking we were sold a used mattresses (returned) or our mattress was placed next to a discarded mattress in their delivery truck. My other issue is that I bought 2 of there expensive pillow with lifetime warranties. I exchanged mine a couple of times the first month because I just could find a pillow they carried to fit my needs. I ended up finally getting a refund, phew is all I can say. I found out when I returned it that they no longer had that program! Huh? How do you sell a program and after it's purchased pull it from the customer? Second time I have had this happen to me but I won't got into how Florida Leather Galleries sold me a care package for my $5000 plus furniture and then discontinued it with out a refund!

Yesterday, I decided I would return my husbands pillow just not right and the salesman looked at me like I had three head, never heard of it and didn't know what to do about it. Come back when the manager is there, he won't be in until Thursday and this was Sunday. This morning I called the store, the sales person called the district manager and I am allowed to return it once. That's fine but I paid over a hundred bucks for this pillow and all of their pillows are around $40. Just waiting to see if I get another pillow only or a refund on the difference. I would not recommend anyone to buy at this store when I think they are reselling return mattresses. That's just my personal opinion but buyer beware is all I have to say.

Today I went to the store and a guy salesperson was there from Mattress Firm (they bought out Mattress Giant). He couldn't figure it out and after I got really bent out of shape trying to tell him that she ran up a different bed than I bought and didn't credit me back the right amount, he finally caved in and gave me $211.00 back on my card but he said he couldn't print me a receipt. He hand wrote on my sales receipt that he approved a credit and signed it.

I have had nothing but trouble with this company! They told me they would deliver my new set on a Saturday and I would be called. I never got called. I had to call the store. I was told it would come Monday. I left my house Saturday and they came with the new bed. So, I had to take time off work Monday. They came with 2 beds and couldn't figure out what one was mine and they didn't know they were taking one back. Not to mention that I asked to buy a box spring for another mattress I own. I got sold a cheap wooden foundation and I was not explained the difference. A friend of mine pointed it out to me that I was sold a cheap wood box, not a box spring like I wanted.

Mattress Giant is a scam artist. Now the new bed I have sinks in the middle. I contacted Mattress Firm headquarters and they are going to take it all back but I have to pick out a different bed. I am afraid I will get another piece of junk. Oh, let me back up and tell you the foundation for the first bed I got didn't even have the fabric on the bottom stapled across 2 sides - I had to get a staple gun and fix it. Buyer beware - you will get scammed.

I had to pay about $250.00 for this bed. I was told the posturepedic is reinforced in the center area for more support in the midsection. I got the new bed and after sleeping in it for 4 nights, it is like sleeping in a pit. It sinks terrible in the middle when you lay on it. My friend who weighs 110 pounds even said she felt like she was being folded in half while she laid there. I went to the store today (11/25/11) and was told I am stuck with it as they already did a one time exchange for me.

I was told to file a warranty claim for it. I now read that if I do a warranty claim that I have to pay to transport the bed and to get it back, if they think it should be fixed. I'm sorry I did not research this company before I bought there. I spent $800.00 for a bed that I slept on 4 nights and have a major backpain from.

Please inform me of the necessary steps I have to take. I have read many negative reports about this process and I hope this transaction is not one of them. Thank you.

Today I contacted the store about replacing the pillows and was told their policy has changed and only one replacement is being allowed. When I asked how they could just change the policy on something that has already been sold. I was told they have a new CEO and he cut out the lifetime replacement policy. He told me that if I came in to replace, I would have to sign something saying I understood I could no longer have lifetime replacement.

The biggest one of them all is the satisfaction exchange; where if a customer is unhappy with a mattress, can exchange the bed for a different one. The problem is they take the used mattress and send it out as new.

Also, the stain guard warranties they sell; they normally don’t tell the customer about the long process that they have to go through to exchange the bed.

Another thing they were bad for is taking the old bedding and selling it to another company to recover and resell. Since I was a delivery person, I heard many complaints from customers.

So, buyer beware and look at shopping somewhere else.

Had I known I had to go through this, we would have never gone with Mattress Giant. And I am telling you from a consumer experience, you do not want to go there. This will be the fourth claim, in which my wife and I went into the store. They no longer handle claims through the store. I was given a link to the www.matressgiant.com/warranty website. Well, it doesn't work. If I go to a reputable company like for instance Sears, they have a no hassle warranty and you get immediate assistance. Unlike Mattress Giant, you have to wait and wait. My wife and I both have back problems and this bed is trash. We no longer want to deal with this outfit and unable to process any warranty claims anymore. I plan to contact the store later today as the link is no good. I wanted to get this incident documented and for others to carefully ask questions before purchase and not make a decision by seeing it written in writing.

I have a few stories to tell regarding this particular store as I am fed up. On another occasion, I did receive a replacement bed only after delivery to find out that when they delivered and bent the bed around the corner, there was permanent damage. And the delivery company expected me to just wait for the dent to go away. We told them to get this bed out of here and we were going to have to wait a week. Well, by calling corporate headquarters, they had one replaced in 2-3 days. Again, this is the 3rd physical replacement thus far. I have been denied replacement once about a year ago and they want you to get fed up in hopes you will go away. I do not know what will happen regarding this claim I am pursuing. But when they say 20-year warranty for 3-4 thousand dollars, you would feel comfortable with a purchase.

On August 2010, I purchased a Kingsdown Estate Crown king size bed and two king foundations that exceeded an investment of $1K from Mattress Giant store in Miramar, Fl. On March 2010, I called Magi Seal to report a blood stain on the surface of the mattress within the 14 days of when the stain appeared, which was removed with the cleaning product that was sent via mail. On May/June 2010, I called Magi Seal within the 14 days of when the stain appeared to report the following: a second stain on the mattress of coffee and mold/mildew on the back side of the mattress. The material that surrounds the inside of the mattress (glue) on the backside shows stains.

I proceeded to use the cleaning product that was sent as a result of my second phone call. As a result, the stains listed above were not removed. On June 2010, I called Magi Seal to report that the stains were not removed and to request that a professional technician service my mattress. On June 19, 2010, a professional technician serviced my mattress; However, he was not able to remove any of the stains or mold/mildew from the mattress.

On June 22, 2010, I called Magi Seal to verify if they had received the professional technician's report indicating that the stains and mold/mildew were not removed and to understand the process to replace the mattress. During this phone call, Magi Seal's customer rep informed me that my mattress would not be replaced. I am concerned about her (Rebeca) judgment, as she is making a decision without having received the professional technician's report. She mentioned that I had not informed Magi Seal that I had a new stain on the mattress during my second phone call and that the Giant Guard treatment does not guarantee the removal of stains! She also mentioned that Magi Seal would not cover the stains as a result of the mattress materials or the mold/mildew.

In June 23, 2010, I called Giant Mattress Warranty and spoke with Becky Walker who asked me to email her the mattress pictures attached. I finally got hold of her on July 1, 2010 when she confirmed that the mattress material couldn't produce stains on the mattress. Therefore, the mattress will not be replaced.

I will never buy from this company again and I hope that you consider other brands before this one. Good luck!

The mattress I bought was the 'Collamore Euro Plush' and it cost me over $3500. The snake-oil salesman assured me it was the single best seller the company had. He also assured me it was such a 'quality' product, and that they offer a 20-year warranty (as opposed to 10, which is what most mattresses carry). I asked him why I should buy from his store rather than go right next door to Jordan's (or any other company). He assured me it was the 'quality of their customer service that sets them apart'. It’s absolutely a lie, as I would soon find out.

I thought the original price of $4200 was just a bit pricey. I simply asked if he had a deal to throw in a free pillow or something. At that point, he offered immediately to give us the frame and bedsprings free, with savings of over $1000 cash. Plus, he gave us free pillows and a mattress pad. Obviously, anyone who pays sticker price here is a total sucker, as they have these built in discounts/scams that seem just plain fraudulent. I was hardly expecting (much less asking) for such a huge price reduction. I think it shows how dishonest this company is, right from the start. Anyway, they delivered the set on time as promised. The delivery company, in and of itself, is deserving of their own complaint. I was absolutely frightened, to say the least, by what showed up. The total process took well over an hour, which probably could have been done in 20 minutes by a legitimate moving company. They also broke a piece of moulding off my antique banister.

After only 1 night sleeping on this bed, my wife and I noticed it was sagging. It was not even slight. It honestly felt as though a 700-pound person had slept in the middle of this bed for 10 years, and then we received it. We called to complain. After 3 miserable weeks, we returned this mattress. The slick salesman convinced us it was but a fluke, and that another mattress would surely be correct. He also insisted we could return the mattresses (under warranty) as many times as needed and still not affect our '90-day comfort exchange'. We received a new mattress roughly 1 month after the first was delivered. It came on time, with an equally lousy experience. After another terrifying hour of smashing around my house, the new mattress was in place. This one was noticeably straighter than the first. After about 1 blissful week, one side of this mattress was sagging, noticeably. We thought it was our imagination, and tried ignoring it. But it only became more pronounced.

Mattress Giant would not take this mattress back. They offer only one way to prove the mattress is sagging. And because it is only one side that is flawed, we failed the test. Somehow we are not right here in our suffering, and the Giant will not acknowledge that we have yet another defective mattress. This obviously means we are lying about our discomfort, and are somehow trying to affect their ability to turn a profit. We tried to complain again. One week before our '90-day comfort exchange' period was up, we planned to return the mattress for a different one, yet another scam in and of itself. This company messes with the invoice so that the actual discount is not free springs and frame, but a discounted mattress. This means that to swap this mattress for another one would entail us paying a lot more cash for a less expensive bed!

I called the store to inform them I wanted to just get another bed (since this was obviously not a fluke, as promised, but a legitimate defect). They told us we were 'not allowed to return the mattress for a comfort issue, since we already returned it for a warranty issue. This means that the original salesman lied to us. As a result, my wife and I paid over $3500 to sleep in a bed. This requires we swap sides every night, so that the same person doesn't suffer regularly. It seems absolutely impossible that I would go to a store, buy the most expensive mattress they have, and be stuck suffering with a defect. I have even tried selling the mattress under the assumption that it was not defective (as Mattress Giant insists). I was actually yelled at by a potential buyer for trying to sell him a defective item!

The bottom line is this: buying from this company is at your own risk, at best. If you are fortunate to get through the pricing scam, without paying the 'sucker-price', and don't have anything bad happen by the delivery 'service', you can expect that Mattress Giant will absolutely lie and do everything in their power to not make good on their promises or policies. Good luck calling their 'customer service' hotline. They answer “hello”, and then gives you a scary attitude while providing no help. I was convinced the 800 number leads to a jail cell someplace. I wasted $3500 plus on a bed that is so obviously defective, that my wife and I are forced to alternate sides nightly just to minimize each others' suffering. With my existing back and hip problems so bad, when it is my turn to be on the defective side, I end up on the couch within an hour or two.

Then a service person from Mattress Giant was sent. He inspected the mattress and said the mold was coming from inside the mattress and that it was probably due to moisture or humidity in the warehouse where the mattress came from. He verified that there was no mold or stains anywhere else in the mattress, platform, or room. I was also told that the store should call me to approve the exchange of the mattress. However, the sales person at the store said it would not approve it.

Not only have we been sick for the last 8 months, not knowing why until now, but we are out over $2,000 for the mattress. We cannot continue to use this mattress, and we had to pay $250 cleaning the vents in the A/C because we thought this was the cause of all our allergies and sickness. Now we see that it was the mattress.

A few days later, my son and I went to the store to pick up my new bed. Right away, I noticed that it was not the mattress that I picked out in the store. I called Jean and complained about it. She insisted that it was the correct mattress and after a few harsh words, she said that they would pick up the mattress but it would cost me $150.00 for sanitizing the mattress. I only had the bed for 2 weeks and I told her in no way was I going to pay an extra $150. I was so upset over this that I wrote a letter to the main company in Texas. The next day Jean called me and said that they would pick up the mattress with no charge and bring the correct mattress. That on on Sept 23rd 2009 when they picked it up.

After a couple weeks. I noticed that the second mattress was again not the mattress that I chose, it was too soft. I called Jean again and complained. She again said that it was the mattress that I chose and I needed to sleep on the bed for three weeks to adjust to it. I told her that there was a huge sag in the middle of the mattress and I think that they were selling rejects. (I have pictures) She was not going to give in. I wrote another letter to the main office in Texas. The day after I get a call from Jean and she tells me that I should come in to find another mattress.

November 16th, 2009, I go back to the store. Jean says to me when I was in the store the first time that I was sitting on a two sided mattress and when she saw me sitting on the soft side, she thought that was the mattress that I wanted. What? Two different sides on the same side of the mattress? Mind you, these mattresses only have one side, you cannot flip them over. Now, I'm confused when she said that. Jean said that they have mattresses in the show room with one side firm and the other side soft, I was sitting on the soft side. I was only sitting there because she was waiting on a man and I was waiting my turn.

So now I have to pick out another mattress. I pick out the most firm of them all. Jean kept saying "this is a very firm mattress". That's what I need. Jean goes to the computer and tells me "Oh, they are out of stock" And then says, "Oh, there is one!" but it's an extra $147.00. Of course it would be. (I just paid for the sanitizing). The bed will be delivered on Wednesday next week, the day before Thanksgiving. Fine. Well, on the day before Thanksgiving my bed did not show up. I called Jean about it and she said I would have to wait another week because of the holiday. I was so furious with this whole setup and I demanded my money back and again I wrote to the Texas office, by now they are sick of me. Jean called me back and said that the mattress would be delivered the day after Thanksgiving or if it didn't arrive I would get my money back.

Friday, after Thanksgiving the truck showed up with my mattress. The same delivery guys who picked up the first mattress and delivered the second mattress saw the condition of this second mattress with the huge sag in the middle.The day I got my third mattress, I took pictures of it and all the tags on it.

In January, I noticed a small imprint on the mattress, I took pictures again and dated them. Today, February 21st 2010, the sag is a bit bigger and I took pictures again. Note, I am not morbidly obese for this to happen. I have noticed in the past few months that the Mattress Giant's commercials have stopped, the one with the Z's running around. I have to add too and when I first went into the store in Sept 09, after I picked out my mattress, Jean insisted that I buy one of their mattress pads at the tune of $150.00. I suppose that is to hide the sags. I did not buy one as I have a mattress pad.

I will just wait and see where this sag goes, I just keep taking pictures and my attorney is already aware of this problem. All I really want is all of my money back, return their piece of junk and go back to Slumberland where I have always bought my bedding. Big mistake on my part. Thank you.

I encourage anyone who makes a purchase to come to this website and do more investigation. Also, read the fine print on your invoice. Regardless, this is no way to do business. Now we are stuck with a $1700 mattress that is a piece of crap! Please beware of Mattress Giant. Bad business practice. Will never do business with them again if this can't be rectified.

As far as warranty goes, the manufacturer provides the warranty, not the retailer. The retailer services the warranty to assist the customer in faster service of replacement of product. The warranty guidelines are on every warranty card attached to every mattress purchased and disclose the exceptions and exclusions. Transportation costs are not covered under warranty and the customer is free to take their mattress to a retailer's warehouse and pick up their replacement product if they choose, just as the customer can choose to purchase a delivery service for their original purchase.

The retailer who provides an online warranty service has to follow the same guidelines of warranty for them to be compensated by the manufacturer to receive a replacement product while they deliver their own stock pieces to the customer for faster service. I explain this to my customers as well and wish other sales people did, too, but consumers are making complaints about companies without taking this into consideration. I will agree that in some cases, customer service is lacking and that the consumer has a valid complaint, but I would encourage these complainers to understand what warranties cover, particularly when they are astute enough to complain on the Internet. They must be savvy enough to research the Internet, so when they research a brand they like, they should also research the warranty before they purchase.

I want to return them and not deal with this store ever again. I thought I was crazy but I know many other people they have done this to with the same results, bait and switch. I am going to write the US Department of Consumer Affairs and the BBB. I am a senior and I work very hard for my money. I have been taken advantage of and I will not stand for it. I will picket if I have to. I want my money back. I am also going to get in touch with Simmons and Sterns and Foster.

As a result of sleeping on this piece of crap, my husband and I are having back pain. We have not had a good night's sleep, since we started sleeping on this set. Also the box spring is very flimsy. We are being treated medically for our pain and want to return the set for a refund. As of this writing, I was told to call the store to try to find the district manager. Obviously, I'm getting a runaround in this bait and switch caper.

After 45 days, I traded it for the firm one. The firm mattress delivered to me was 10 times firmer than the one in the store. In addition to this, it is extremely heavy and very difficult to change the sheets. I have recently gone to other stores and found that box springs come in a 5 1/2" size. In addition, there are other mattresses which fit my requirements that are much lighter. I have also gone back to the Mattress Giant location where I purchased the Simmons mattress. They have other mattresses which fit my requirements and are light. They will not reduce the price for me. Michael was very nice but told me that only one mattress would work for me. That is my point. I do not want and can't afford to pay full price for another new mattress. I am 63 years old and cannot continue to change the sheets without assistance.