• Mattress Firm

Mattress Firm

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Overview

Mattress Firm has a rating of 1.5 stars from 314 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Mattress Firm most frequently mention customer service, warranty claim, and box spring problems. Mattress Firm ranks 122nd among Mattress sites.

  • Service
    162
  • Value
    150
  • Shipping
    140
  • Returns
    122
  • Quality
    135
Positive reviews (last 12 months): 6.7%
Positive
1
Neutral
0
Negative
14
65
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How would you rate Mattress Firm?
Top Positive Review

“John Varner is the BEST”

Kay L.
3/9/24

John Varner in the Cypress store knew exactly what I needed. Even though I wanted a plush mattress, he had me get a firm for my body's aches and pains. He was spot on! Great price with the President's Day sale. John Varner is the BEST!

Top Critical Review

“Poor customer service”

Michelle B.
8/11/24

I ordered a mattress and an adjustable bed frame from Mattress Firm. The delivery was scheduled for the following week, and I was told that I would be contacted the day before with a delivery window time. Well, I was never contacted, so on my scheduled delivery day, I called customer service only to be informed that both items were out of stock at the warehouse and that they themselves were not aware of that until my call. Then, they proceeded to reschedule a delivery date without confirming it and with a twelve-hour delivery window on a Monday. I am NOT happy with their service period.

Reviews (314)

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Reviews that mention popular keywords

customer service (84) warranty claim (19) mattress firm (163) bed frame (18) delivery date (13)
Thumbnail of user georged1259
Colorado
1 review
0 helpful votes
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March 8th, 2023
Verified purchase

I just wanted to stop by & leave a great review for my guy sterling knight who was nice & polite even though I made it before closing time he showed me & my lady everything & gave out good information about mattressFirm. I really appreciate the service & I definitely recommend going to see him for a good mattress!

Thumbnail of user christinam1831
South Carolina
1 review
0 helpful votes
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August 15th, 2023
Verified purchase

Tempur pedic mattress not so great. Even the softest has caused some neck issues. Should have returned it but was too late when we finally called 'uncle'.
The delivery-installation men, for a white glove delivery, did not connect the devices meant to hold the 2 twin beds together. In fact, I was told it couldn't be done. Called customer service, albeit after several months of the beds splitting apart and moving. But after I went into the store to inquire, and was told I'd need to pay for the installers to come make it right.

Not happy. "If you'd have called us the next day.". Well, when the 'professional' installer that you, Mattress Firm, hires states it can't be done, one believes them. I finally dug through paperwork and found out it is supposed to be done.
Mattress Firm did tell me that they could tell me how to do it. I ha e the instructions, it's just too heavy for us. Very disappointed.

Tip for consumers:
Paid $150 for premium set up

Products used:
Tempur pedic

Service
Value
Returns
Quality
Thumbnail of user noahr218
New York
2 reviews
1 helpful vote
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June 9th, 2023

Bought a bed and everything with it that allowed the head area to raise, approx $2,000. Same time bought a full size mattress for my daughter. Went in several times complaining both mAttresses were too soft. One mattress got replaced, worthless. My time expired allowed for return as I got sick with COPD, am home still on oxygen and the salesman doesn't even work there anymore. Now what does an 81-yr old widow do? Very upsetting and I had open heart surgery so this is horrible for a business to do this.

Thumbnail of user suzannev184
Missouri
1 review
0 helpful votes
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February 14th, 2023
Verified purchase

We bought (an expensive, highly-rated) mattress at Mattress Firm 6 years ago and it already has several deep sunken spots.

I realize that sometimes things happen even to the best products, which is why there is a warrantee. Apparently Mattress Firm does not agree.

After going through a very laborious process to submit our request to have the mattress replaced, we were told that was out of the question, since our bed frame has only 4 slats instead of 5. Keep in mind that this is despite the fact that the mattress was resting on a box spring -- which is still in perfect condition!

Guess we'll be buying our replacement mattress someplace else.

Products used:
Serta mattress

Value
Returns
Thumbnail of user arielm135
Colorado
1 review
1 helpful vote
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October 21st, 2021
Verified purchase

Ordered a mattress online, was told it would be 6 weeks for a delivery. Delivery date came and went so I called to see what was going on. After an unhelpful message about how they don't take live calls I was forced to use the chat function. Turns out they don't deliver to my area, which I had input into the original order. So they took my money and had no intention of delivering the product I had purchased. The staff on the chat was unhelpful in the matter, and now my refund for an item I was never going to get is going to take over a week to be refunded.

Tip for consumers:
Don't order online

Products used:
None, because they didn't intend to ship it to me

Service
Value
Shipping
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Quality
Thumbnail of user judys1561
Washington
1 review
8 helpful votes
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March 10th, 2023

7 Days after buy called & reported, dip, well, in mattress,told wait 3 weeks :( 10 days after called again to report bigger wider dip, well, indention uncomfortable and don't want, told I would have pay for exchange What good is a 10 Yr mattress that doesn't last 7 days, Piece of crap! Poor craftsmanship, cheap resources.
Expensive lesson Purchased 2/17/23

Tip for consumers:
Please tell people be Aware of Mattress firm !!!!!! and Beauty Rest Black

Products used:
Beauty Rest Black Mattress

Service
Value
Shipping
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Quality
Thumbnail of user melvynt2
New York
2 reviews
2 helpful votes
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February 24th, 2022

The only upside to using this company is convenience. Suspiciously too convenient, the are three stores in a 10 mile radius of where I live. It gives the impression of it being the best and only option. I have used this company twice- once I cancelled because of poor delivery practices. The second time, this week, the salesman lied on two matters- first regarding availability" pick it up any day this week, it will be here. Secondly, telling us that the bed in a box would not fit in our vehicle,? So we rented a van for $30. Never again

Service
Value
Shipping
Quality
Thumbnail of user bobs328
Ohio
1 review
4 helpful votes
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August 20th, 2017

While the chat function was easy, the sale completed and the delivery set up, the delivery never showed, even after emailing us a window. We ordered expedited service due to time constraint. After not showing, the company did nothing to correct, other than to tell me that it would take another 8 days to deliver. Moreover, when I called to check on what happened, I was on hold for over 30 minutes, and again used chat function. Left phone on during process and no one still picked up. Unfortunately, this is not a company I would recommend if you need something quick.

Thumbnail of user angelac593
Virginia
6 reviews
4 helpful votes
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July 19th, 2021
Verified purchase

Mattress Firm delivers used product. I paid nearly $500.00 for a pocket coil mattress. Told the salesman- NO memory foam. They delivered used product- wrapped in clear re-wrap plastic- no logos- tag was glued to mattress- no floppy tag. Is not coil. No support. Lean on elbow-- goes to metal. I used it for 21 days to make sure I wasnt missing something- turned it over - used other sheets.
I called their store 22 days later. Sales girl laughed. HQ office no help- gave reason as- past 120 days-- during covid. DO NOT SHOP THIS PLACE.

Tip for consumers:
DO NOT SHOP MATTRESS FIRM !!!

Service
Value
Shipping
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Thumbnail of user tinan283
Washington
1 review
5 helpful votes
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June 9th, 2022

I bought a $1,000 mattress to get a free base deal. After one week, my back got hurt so severely that I determined to return. The salesman at store in Portland near mall 205 charged me 10% fee plus $300 for the base before I can buy another mattress and paying extra $150 for delivery, saying it's a rule. Therefore please be aware that it gonna cost you more when you return their mattress which hurt your back unavoidably. Overall I lost double amount of the purchased price due to it hurts my back!

Thumbnail of user davidd5225
New York
1 review
2 helpful votes
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June 25th, 2023

They are scam artists. You buy a mattress and you get a limited number of times for an exchange. There are no returns. Only exchanges. So if you never get a mattress you like, you're stuck. Too bad. I've spent over a thousand dollars now exchanging between 4 mattresses, all of which have turned out to be defective. "Firm" mattresses that sink 2+ inches. That's because MF sells returned mattresses back to customers with a *new* label on it. And then you'll pay for an upgraded mattress, because they insist it's less likely to give out. But it does give out. So double the amount of money that you're now out. But remember, no returns, on store-credit. I'm currently in an endless cycle of getting defective mattresses and having to spend more money. Waiting for someone, or myself to put me out of my misery. Or to finally be offered a refund. I wonder what'll come first.

Tip for consumers:
Don’t buy from them, trust me.

Products used:
A bunch of defective mattresses. Which have been sent back, and which they’ll probably stuff some bullsh*t in, and resell it as “new.”

Service
Value
Shipping
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Quality
Thumbnail of user russellp139
Arizona
1 review
6 helpful votes
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July 28th, 2020

Terrible company! Purchased a mattress (Purple)barely a year ago also bought a warranty, we are not happy with the mattress it pops and makes noise and we can barely sleep On it. We have tried to do a warranty claim for over three weeks and we get nothing but the runaround from mattress firm. It is impossible to get a hold of a human being that will help you, they all just send you somewhere else. Stay away from this company!

Thumbnail of user meekaa
Texas
1 review
0 helpful votes
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March 19th, 2022

Stay away from this incompetent company. Sales representative could care less about you or your needs. All they wanna do is make a sale. It's impossible to do a easy quick return. You can't talk to a live representative, they give you the run around but easily and quickly take your money and sale you a lie. Talking with an agent via chat bot (text) shows just how much they value you as a customer. You could easily go into a Big Lots and get a nice mattress without all the smoke and mirrors. I Hate Mattress Firm! I Hate the Mattress I bought! I hate the exchange or return policy that they exaggerate! This company sucks! Do Not Order Online!

Thumbnail of user andrewa949
California
1 review
0 helpful votes
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April 30th, 2022

On April 29,2022 my wife and I went into the Mattress Firm store in Modesto, California. We were greeted by a gentleman named Porter. We told him exactly what we needed. He showed us different ideas. We finally found what we were looking for. No pressure involved. Will update after delivery. It was a great experience in the purchasing a new bed.

Tip for consumers:
When you go into a Mattress Firm store you will find very Knowlegable persons

Products used:
na

Service
Value
Shipping
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Thumbnail of user annb1501
Florida
1 review
3 helpful votes
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August 4th, 2022

Bad experience! I bought a Queen size Stearns and Foster super expensive($2100) Mattress from Mattress Firm approximately 2 weeks ago, they mentioned about final sale. The mattress damaged my lumbar spine so got a urgent doctor recommendation to return it ASAP. I was trying to reach the manager, waiting for the manager response for 10 days and he (Thomas) refused to take it back to reimburse my money. Buyer beware. Lost of time and money. Very sad.

Thumbnail of user phis1
Washington
1 review
1 helpful vote
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May 25th, 2023

They told me the Money would be back on my card in 3 to 5 days, but now they're trying to say 4 to 6 weeks. I return mattress after 2 days without even opening the Box. I am very upset and dissatisfied. Everybody's telling me something different now. I wish I'd never even shopped with them

Products used:
None

Service
Value
Shipping
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Thumbnail of user annettea111
Florida
4 reviews
1 helpful vote
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January 12th, 2024

When I went in to buy a mattress at Mattressfirm, I thought I'd be treated with integrity. The first mattress I purchased was a back killer. I returned it, bases on their warranty, and asked tge salesperson's assistance on buying a mattress that would work with my adjustable base. I asked if a Purple mattress would work, and was assured it would. About a year and a half later, it had begun hurting my back. The mattress had broken down. Warranty was not honored and I need to purchase a new mattress. I am handicapped, so none of this is easy. Stay away from Mattressfirm.

Service
Value
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Quality
Thumbnail of user jackm1267
Arizona
1 review
1 helpful vote
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May 12th, 2022
Verified purchase

Mattress covers don't fit properly, smell badly, and are over priced at $150+. No mention during sales process that they are non-refundable (only in small print). When you do to return, they just point to the small print and say that the package was opened and can't be returned.

Tip for consumers:
Beware of no returns on mattress covers that don't fit

Products used:
Frio Rapid Chill Mattress Protector

Service
Value
Shipping
Returns
Quality
Thumbnail of user andrews3109
Colorado
1 review
1 helpful vote
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July 25th, 2023

I was assured by the sales rep that my existing frame would be fine. Now that the mattress is sagging (and was never firm in the first place!), the customer service (which isn't really them, btw, as it appears to be outsourced) I received didn't care what I had to say, and is set up to automatically reject my replies back to them!

Service
Thumbnail of user deborahb2534
Tennessee
1 review
0 helpful votes
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December 8th, 2022
Verified purchase

I recently purchased a mattress and adjustable base frame. After a few months the base stopped working. I called the Turkey Creek store and Jade had a crew to my house within a few days to either fix mine or replace it. Their very professional crew came on time and worked on it, then replaced it. The replacement didn't work either. The crew was very apologetic. The store ended up upgrading my adjustable base fee of charge. The second crew that came out was once again, professional, respectful and courteous. It was wet outside and everytime they stepped into my home they removed their shoes so they didn't track in dirt. They cared for my furniture as if it was their own. Great Service after the purchase!

Thumbnail of user dennisk711
North Carolina
2 reviews
0 helpful votes
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July 22nd, 2023

Very unhappy, not what i thought. And btw they will not haul your olf mattress away if there is any kind of stain. I paid 100 to have it hauled off...and guess what? They only want to give me half my refund back. Very unfair.

Thumbnail of user vetmolly1013
Pennsylvania
2 reviews
1 helpful vote
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September 6th, 2023

We bought the top of the line mattress and frame that move you into every position, that part is great. We've had our mattress changed out 2 times. The last one was over a year ago. I hate this mattress, we spent so much money on these split king mattress it's was over 10,000 dollars…. Now a year and a half later there's nothing we can do. I was in an auto accident and the sales rep insisted this would be the bed to go to, an adjustable bed with a mattress firm cooling gel all the bells and whistles. It was a lot of money, but I hurt so much to lay down. We have had these for 2 yrs my husband and I hate the mattress but I can't afford to replace them. These mattress a piece were 3500 so now we're stuck and I wake up every nite from the pain it gives me.

Tip for consumers:
We’d love to switch out mattress on a negotiable price.

Products used:
Split king adjustable bed with a firm tempur pedic cooling gel.

Service
Value
Shipping
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Quality
Thumbnail of user pattyc256
Ohio
1 review
2 helpful votes
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June 17th, 2022

I mistakenly ordered the wrong mattress and cancelled my order. I have waited weeks to get my original refund so have therefore taken my business elsewhere. Customer service is handled via chat and is not customer focused. I have been unable to chat with a supervisor. Beware of this company if you are in need of a refund. I am beyond frustrated. I don't believe they care about their customers after the sale…. I selected one star because you have to select at least one to submit a review!

Tip for consumers:
Do not purchase on line.

Products used:
None

Thumbnail of user dougb688
New York
1 review
0 helpful votes
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September 27th, 2023

We had ordered a top of the line mattress from Mattress Firm well over a month ago. Three different times we were told we're supposed to get a delivery on this or that given date, to this day over 30 days nothing, plus no communication after dates passed. Very very poor customer service. Very very poor communication and super poor stock inventory and delivery, I would go somewhere else to get a mattress, worst experience here ever with this company.

Thumbnail of user laritzag
Florida
1 review
1 helpful vote
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October 12th, 2021

I am not used to doing a review, but I no longer know who to contact, and they have left me no other option. So I do it for us, the clients, who are always the losers. About eight months ago, I bought an adjustable base, and a plastic part broke in September; I called them and told me that it took 15 days for the region to arrive to send me the technicians. I'm still waiting, I've already called them many times, and everything they tell me is a lie, I went to the physical store, and they said to me that I was calling every day as if I didn't have to do anything else. I wonder what kind of service I am paying for?. The adjustable base has a two-year warranty with a mattress, and I spent a ten-year extended warranty. Friends, everything is an authorized robbery because nobody faces you and everyone tells you a lie.

Service
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Mattress buying made easy with lowest price and comfort guarantee. Compare brands, costs & reviews. Buy online, at your local store or call 1-877-384-2903. Shop spring and memory foam mattresses and mattress sets from Simmons Beautyrest, Serta, Hampton...

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