Mattress Firm

Liars.
Shady.
Rude.
I would encourage people to not waste their money and time on this terrible company.
Their word is trash.

Don't buy a mattress from Mattress Firm. They only sell junk.

November 15th, 2022; I bought a mattress from the store manager, Darin Kociemba, at the Eden Prairie, MN location. It was supposed to be a good quality, firm mattress. It should have been as I paid $2,700.00.

Within a couple of months, the mattress was sagging in the middle
1 ½" to 2". I took and sent photos several times to try and return this defective mattress. They reluctantly gave me credit for the purchase price of $2,700.00. I gave them an additional $1,000.00 for what was supposed to be a better mattress in February 2023. Now I have invested $3,700.00.

After only 6 months the new mattress sags in the center just as badly as the first mattress and has no support in the center. It is like sleeping in a hammock. The new mattress is also junk. I am throwing it away and buying a different brand.

I'm finding numerous reviews nationwide where other people have had the same bad experience I have had.

Don't buy a mattress from Mattress Firm. The don't make any quality, long lasting mattresses…….only inferior junk!

Loving my mattress and the associates there. They'll never know just how much I deeply appreciate them and their services.

The delivery men were right on time, they were very polite and professional. I would definitely give Alex 10 stars

Les was very helpful, quick and got us a good price! Phil was great in checking us out with no delay. I would definitely recommend this store.

My dad died a couple weeks after my folks had purchased a new King sized $8000 mattress from Mattress Firm online. My mom is disabled and we had to move her into assisted living after his death. We called Mattress Firm and they agreed to an exchange as part of their usual 100 night program. They came and took the King mattress back, and made arrangements to deliver a new Full Size plus an adjustable base to my mom in her new assisted living home.

First delivery date comes, the bed doesn't arrive. So my elderly, disabled mom at this point is sleeping on a mattress on the floor. I contact the online chat - since if you have online orders, they force you to use chat only - and they can't tell me why it didn't get delivered. I make sure they have the new address. They can't schedule a delivery date for 2 more weeks. Finally the new delivery date comes, and again, no mattress arrives. I contact the chat, they again can't tell me why, and when I suggest that we might rather have a refund and go to an in-person location, and they literally disconnect the chat. A new agent comes on and starts the whole opening dialogue again. I say hi, what happened to my other agent, I was in the middle of something? And then the new agent also disconnects the chat. We can't get anyone on the phone, and the chat appears to be useless. We submitted the "customer service forms" with the alleged 1 hour response time, and have not heard anything back.

I've had good experiences with brick-and-mortar Mattress Firm. But the online Mattress Firm experience has been absolutely terrible. Worse than terrible, and it makes me never want to patronize the brick-and-mortar store again. All we wanted was a bed for mom. Mattress Firm didn't have any problem coming and picking up the barely-used $8000 mattress but somehow delivering a new one to a grieving disabled woman is beyond their capabilities. Guess our next step is a chargeback to the credit card.

Just made purchase the other day, it was significant cost, plus $100 for what they call Gold or White Glover Delivery. Was told I would get call the day before to schedule the delivery
What I received was automated text, and an automated phone call telling the time of the delivery.
Only option was to confirm the delivery and time. The time was not acceptable as I had other obligations at the time I was told the mattress would be delivered.
Called the store I made the purchase regarding delivery, and the sales person, which was not the one I bought the mattress from, told me he would not call the delivery service to adjust the delivery and time, and petty much said if I didn't like it, I could cancel the purchase, or reschedule the delivery to a more suitable time, which would be an additional fee] $100 fee,
He was rude, augmentative with me, and did not respect me as a customer.
I canceled the order as I found another local store, that had free delivery, and the same mattress for $200 less.
Mattress Firm connected after I canceled the purchase, but the damage was done, Not the best price, fee for delivery, plus the lack of respect to me as customer, who want that?

Thank you Phil at the Mattress Firm at Southport Crossing, Indianapolis, IN. Thank you for taking time and helping me find a good mattress to fit my financial needs.

I first metsales person David at Mattress Firm on Dallas Pkwy looking at queen Tempur-Probreeze medium hybrid mattress few days ago. He mentioned he could do sale on floor model at 45% discount...plus new "Ease" adjustable base at $499.00. The total before tax was $2973.45...have paperwork to prove and he wrote it! We were ready to put down payment first meet but said needed prescription for back issues for taxes...I had appointment with neurologist next day with script and met him in Addison with what he needed next day. He had other person come in and waited till finish. I proceeded to his desk to get this complete but taking way too long. He told me to come back tomorrow to Dallas Parkway location and would complete the transaction. Next day at 12ish David/salesperson called and said he could no longer honor our agreement on the cost. I spent 3 days dealing with this David salesperson and have in writing our agreement of cost...an actual sales order with delivery date! This Mattress firm franchise is a joke to deal with at Dallas Parkway and on Beltline in Addison! I asked to speak to owner/district manager but won't give number! Warning...need to AVOID THESE TWO MATTRESS FIRM STORES!

Ulises who delivered our mattress was so kind, on time, and friendly. My king size mattress is amazing

We went into the Mattress Firm store in NC recently and were so much more than disappointed. The first mattress we got (which was not inexpensive) was terrible. We went past the store one week later to tell the salesman Will that we were unhappy and he pretty much ignored us until I went over his head. There was another man in the store that afternoon that had also purchased the same mattress as we had just a few weeks before. He was also very unhappy with the mattress. Will said he would get back to us, but then never did. When I called his manager (who had just been transferred to the Shelby store) then I was told I could go back in and choose something else. So I went back in and had to deal with Will again, so arrogant, so curt and so rude, like he's doing you a favor just to speak with us. What we thought we wanted was going to be 12K more than the $3400 already spent, so we started over again, still spending another $3700. This day is the day that Will asked about the original mattress, telling us they had a good number of those returned so he just wondered why. Really, I don't understand if there had been that many complaints, why was I even encouraged to buy that one?

What really bothered me was I had to pay for a second warranty, a restocking fee, a second delivery, even though there was no set up as the box spring and frame were already there, still another "set-up" fee.

I tried to contact Mattress Firm by phone, but was directed to submit my concern via email. That was done on 6/20/21, I received back a copy of my receipt and nothing else. No response, even though it says we normally resolve our customer concerns within 24 hours. I was not contacted, by phone or given an opportunity to tell someone what I was unhappy about.

I would NEVER, EVER recommend Mattress Firm to anyone for any reason.

Mattress criminals still exist. This outfit advertised a Queen mattress for a Black Friday door buster price of $89.99. I came in and was greeted and asked how they could help me. I stated I was there to buy the $89 mattress they've been advertising on the radio.
Oh! The Door Buster?
Yep that's the one. She takes me back to the wall where there's a sign stuck on a mattress for a Queen for $159.
I asked if that's the one on sale?
Oh yes.
Do you have one in the back?
Let me go look. She comes back and tells me no but I can buy that one that's on display. Let's go write it up. It's a twin.
Uh I came here to buy a queen. The ads are for a queen. I asked for a queen. The sign says it's a queen. Why would you think I would take a smaller mattress for the same price when I came here for the sale on a queen?
She nicely offered to get one shipped in with free delivery within 48 hours.
Oh, That would be great!
The other "consultant" interrupted with, That's a carry out price. You don't have one to carry out. We can check with another store to see if they have one.
I'm not driving all over the state on the chance they'll still have it when I get there.
Well you can have the one over there. Is it a queen like that ad states? No.
At that point I told them they were bait and Switch criminals who had no business to be selling anything. And then a little louder for the other unfortunates in the store about to get raped. I would never buy anything from a criminal enterprise like this place is! Hopefully it made them think a bit before buying.
How in the 2020's can a business advertise on the radio and on their website not have what they advertise? It's no wonder they're swirling the bowl.

On 10/23/2021 I purchased two mattresses from Mattress Firm along with two pillows and two mattress protectors through the Oakland MCS Store #******* at 650 85th Ave. Oakland, CA. *******
There was an issue with the wrong address I caught that same day. I contacted Mattress Firm and corrected the issue.
Mattress Firm delivery came straight to my house for that week; therefore, they had the correct address.
They brought everything except the mattress covers. The mattress covers were on back order.

DRI-TEC 5.0 Full MATT Protector $109.99. Direct DEL 12/22/2021
DRI-TEC 5.0 Queen MATT Protector $129.99. Direct DEL 12/22/2021

Order NO: S*******
Customer NO: C*******
Sleep Expert: Antoine Holmes (Phone: *******147)

It's been three months and over ten times contacting and them telling me the address was fixed and they are sending me the mattress covers. I have yet to receive them. Over $200 dollars down the drain. I am very upset. With them it is always "we got it taken care of" and nothing is taken care of.

Complaint Case Number: *******

We purchased a mattress through the online service. We visited the store and knew which mattress we wanted. We requested a plush pillow top Lux 2.0 Pressuresmart mattress. We were told it would be delivered on Tuesday and we would receive an email giving us a delivery window on Monday evening. There was no email so we contacted them on Tuesday morning to find out when it would be delivered. Then they told us it wouldn't be delivered until Friday. We had company coming so this was an inconvenience. On Friday the mattress arrived. When we slept on it that night it was so uncomfortable we looked at the mattress and found that they delivered the wrong mattress. It was a firm one. We contacted Mattress Firm at 5am they they admitted that they sent the wrong mattress and wanted to charge us more money to send the right mattress. After a long discussion they agreed to send the right mattress but it would be over a week before we got it. Now we have a mattress that we can't sleep on because it is so uncomfortable and won't have a new one for over a week. We have company so we can't sleep on our guest bed. Mattress Firm has horrible customer service. I wish we had gone to a different store and would recommend you buy from anyone but Mattress Firm!

I selected and paid for a mattress over a month ago at the Mattress Firm store in Visalia, CA. Every week, someone from Mattress Firm calls me to schedule a delivery, and every week they cancel the delivery the day before and tell me that my mattress will be delivered the following week. This has been ongoing for over a month. Today, Adrian called me and told me that my mattress was "in the warehouse" - yay! - and warned me that if I didn't schedule a delivery during the week (while I'm at work) that the mattress I paid for would be delivered to someone else - boo! When I called him on his b---s---, he backpedaled and blamed the computer for rerouting deliveries. I have no doubt that I will love my mattress when I finally get it, but customer service is lousy and I'm tired of the lies. I imagine that by now my mattress has been in the warehouse several times but has been delivered to other customers because my job means that I'm only available on Saturday. If they screw this up again, I'm canceling my order.

Sakes guy seemed nice delivery disaster. Box spring damaged and trying to get refund and return horrible!

I bought a $3300.00 mattress at Mattress Firm in Nashville (Green Hills) - was told it would be a 2 week delivery, wait for delivery information the night prior to the October 27th delivery. Waited until 10pm CDT on 10/26/23, at 7am on the day of delivery no word from Mattress Firm. I couldn't call anyone except the local store until 10am. Was told there MUST HAVE BEEN A GLITCH. My mattress was not on the delivery truck, the store had not received any notification from the delivery people. And I have no mattress. I have canceled my order and will never buy a mattress from them again. PITIFUL

PLEASE DO NOT BUY ANYTHING FROM MATTRESS FIRM! WORST NIGHTMARE 1st Mattress Arrived Ripped; 2nd Mattress incorrect & adjustable based stained, walls were damaged during delivery and it took almost 2 months trying to get Corporate to pay for my damages, dealing with RUDE Warehouse staff. They promise great customer service; if you fill out the Customer Service Request Form they state someone will get back to you within 48 hours. They will NOT, if you call the corporate office it just rings (USELESS) PLEASE YOU MAY PAY MORE MONEY but try going to another Retails store you will save yourself less stress. I wish I never walked into Mattress Firm on March 25,2021. The 3rd Mattress is harder as a ROCK. BUYER BEWARE AND STAY AWAY. Mattress Firm does not stand by its policies and is a completely disreputable company. PLEASE Take your business elsewhere. LOOK AT THE REVIEWS. They will waste your time. IF EVERYONE IS SAYING THE SAME THING IT IS TRUE I WISH I DID MORE RESEARCH. All I wanted when I walked into Mattress Firm on March 25,2021 was a good mattress for back pain, for support, durability, comfort, and value.

My husband and I had been stuck in the "rabbit hole" of online mattress shopping for weeks. We finally decided on the Sealy Posturepedic Plus Hybrid High Point Plush King mattress. After contacting Mattress Firm in Salt Lake City, Utah to confirm they had the inventory and the options available for our consideration, we were excited to spend our day off to travel and upgrade our 6 1/2 year old Saatva mattress. When we got the mattress home we were mortified to find that the Sealy mattress didn't fit our king size bed frame! We found that the new mattress measured only 74" x 78." A king size mattress should measure at 76" x 80." It was clunky looking in the bed frame and the sheets fit like a cheap suit! It was awful, and we were so upset! I had just purchased a Sealy mattress for $2800 and ended up with a bed that is over 2 square feet short of being a king size bed. I called the Mattress Firm store the very next day and was told that "it happens" and that "it's only 2 inches." The rep also stated that since they had failed to disclose this information we would be allowed to return the mattress at our expense and they would waive the $99 restocking fee. (... uh, wha? THEY KNEW!) So, another weekday off work? Another 360 miles traveling roundtrip on I-80 from my home to Salt Lake City and back. Another $120 in gas? Seriously? This whole issue is their fault and they have failed to negotiate any further. Their failure to make things right for this consumer is reprehensible, unprofessional and shines a whole different light on the Mattress Firm corporation as well as Sealy and Company. We would never have purchased this mattress had we known these potential defects even exist! We have happily replaced that $2800 mattress with our 6 1/2 year old Saatva (which, by the way, measures exactly 76" x 80"!). Take a tape measure folks, or better yet - go somewhere else.

I ordered a mattress through Mattress Firm web site! 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 web site 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. I had signed up for a mattress firm credit card. I called and cancelled it, I have yet to receive a response from my emails. I can't cancel my order because no one will respond. They will gladly take your money and sell you something though, sales lines are fully open!
So I found the link to review, after submitting my review I received an email saying that it would be reviewed to see if it met their standards. Well guess what, they rejected my review. So it's been almost 2 weeks since I've ordered and I have no ship date and no response and no way to cancel. This company is a bunch of moronic losers! Funny how they can take time to review my review and email me twice regarding it but they refuse to email me or call regarding my order that was promised to arrive in 3 to 5 days.
Never Never again will I trust this company.

Great mattress by Sealy.It has helped my back tremendously The salesman was so very helpful with my purchase

We bought this mattress 6 months ago for what I consider a lot of money for someone like me, elderly and on a fixed income. The mattress is sagging terribly. I called the store I bought it at and they told me I can only put in for a warranty claim online and gave me the webage address.
Now I have 2 choices, I can do the claim myself, or have a rep come to examine the mattress for $89!.
I chose to do it myself and started answering the questions to put it in motion. The process is totally ridiculous to do. You have to take a plethora of pictures which requires you to actually remove the mattress from the bed to take an unobscured full picture of the box spring. If that is not enough, they then want you to remove the box spring to take a picture of the bed frame. They want all the legal do not remove tags pictures as well as other identifying pictures of they type and brand of mattress. Well The mattress is unbelievably heavy and at my age I am totally unable to lift it, never mind remove it. The box spring will be the same.
They rope you into PAYING for someone to come out and do these things for you for a mere $89 to verify their product is terrible and faulty. On a fixed income I do NOT have an extra dollar after my SS check comes, it hardly pays the bills. Now I am stuck with my back pain, degenerative disc disease because the mattress is totally uncomfortable and I wake up in more pain now than with my 20 year old mattress I had before.
If you go to their site they falsely claim they have almost a 9.0 rating. If you want to verify that check that out the look at any other review site. This site gives them near a 1 star rating
I will NEVER buy anything from them again.

If I could give this company a negative number I would.

PLEASE DO NOT ORDER A THING FROM THIS COMPANY ONLINE. This store is good in CC but the main corporation is HORRIBLE.

I ordered a Queen size Memory Foam Mattress online on September 30,2021. I received the mattress in a box in around 2 weeks. I ordered online because they had said online that they guaranteed their mattresses 100%. WRONG.

I sent them an email since there is no other way to contact them asking them for a RMA to return the item. Never heard back. After email after email without any response. Then around October 21,2021 I get a text message saying a delivery would be made to me on October 23,2021. I called the store and was told that they showed it would be a pick up and not a delivery for a mattress. STILL NO COMMUNICATION WITH THIS COMPANY. On October 23,2021 at 5:30pm a truck came and picked up the mattress and said I would get a refund minus the pickup charge of 99.00.

On November 21,2021 after never receiving a refund, I had to go on their website and file another ticket with them saying that my item had gone back to them on October 23,2021 and I still did not have any refund. One day later I was credited 619.63 through PayPal even though I paid 879.42. They charged me a total of 259.79 for returning an unopened item that was supposed to be 100% guaranteed. DO NOT SHOP ONLINE WITH THIS COMPANY.