Mattress Firm

Saeed at the Fairfax location was absolutely amazing! He listened to our needs and helped us pick out the perfect bed. He also gave us several discounts and free items. He will always have a client in use thank you Saeed!

The mattress delivered was 1.5 inches too narrow and 2.5 inches too short. I was told that sometimes mattresses shrink in storage. Why was I not told that when I purchased. I would have measured it before truck left. I don't believe this. What they are doing is selling you mattresses that are too small. Now, what do I do. If I send it back, I pay $99.99 dollars. If the second mattress is the same way, well. I am out of luck. I would be stuck with a short mattress. Having problems finding fitted sheets. Also having impossible problem finding furniture company that is ethical. Constant problems like this.

You cannot even get a live person instead you have to submit an online claim that they deny anyway and if you want a person to come out and assess the situation you have to pay 79.99. My mattress is sagging and useless and and they still denied claim without even providing a reason and offered a little 20 percent coupon. This is a horrible company and they lost a customer for life. I will be going with the bed in a box or another company anything other than this company.

I bought 2 " memory foam lavender infused" mattresses. The quality is so bad that it makes your back sweating all the time. I am trying to return the open one, but it costs 20%+$99 for shipping back,that's a fortune just to return it.

Their market is not quality but to move product. Once product is out the door and if your not satisfied, the goat rope begins. It takes numerous amounts of photos at various angles to prove defects in the products before returning. In reality they know, different individuals have various comfort levels in adjusting to any mattress. Bottom line; you have to prove deficiency in the product before this company will accept returns. The best lesson is a bought one and paid the price on a 100lb queen size paper weight. I'll never purchase another mattress unless I have at least a unconditional return contract agreement. Fool me once, shame on me. I won't recommend this company to anyone. Consumer beware!... Read the fine print in the return policy.

I want to thank the both of you for your time, patience and wealth of knowledge, you sold us exactly what we needed and were very fair about it. Our shopping experience couldn't have been more pleasurable. In addition I would also like to thank you for the courteous and respectful workers that delivered the mattress and adjustable frame. They wore soft new urethane booties and worked quick and efficient and cleaned up everything from the packing. Thank you again and you are more than welcome to call anytime for a personal referral. Sincerely, Arty and Lisa.

Bought Beauty Rest pressure smart 13 inch extra firm with ajustable base. Best ever I had back ache after 6 nights it's the best.It worked the first night. I'm pain free in my back and shoulders. We love it and husband had hip replacement and loves it too. Being old this is the best bed for older people. We love xtra firm 5 star and the store people are great Thanks to the salesman we bought over the phone.and he answered all my question. It's worth every dollar.

I bought a mattress, base (with remote) and pillows… until them ok… but waaaay to expensive
More than 2k for the cheapest one she could show me at their showroom.
I hated the pillow… and I've been trying to get ahold of anyone. Basically if you don't like the pillow you have to keep it ($167) for two pillows. I personally think that is outrageous and pondering if I should just return everything else…

Nowhere in my initial purchase was it clear that I could not return an adjustable base.
No way to try one out before a purchase.
The adjustable base did not work for my handicapped husband. Didn't even sleep on it or hook it up.

Incredible customer service and value! John at mattress firm in Dothan was incredible to help me find the best mattress at an incredible price. He gave me an even better price than was listed on the sale and the sale included a free frame in which it can raise the bed at the head. I am so grateful that mattress firm has such an outstanding employee who values customers over Making money. I will be using mattress firm in the future for my bedding needs. Thanks John and great job!

Outstanding service at Hackensack, New Jersey location (#*******), by Store Manager Robert D. Mr. D. was friendly, helpful and really informative as soon as I entered the store, and throughout my entire visit. This set me at ease and allowed me to make an informed decision without any pressure whatsoever. So, guess what? I walked out of there completely satisfied and looking forward to sleeping on my soon- to-be-delivered mattress! And now I can honestly say - I made the best choice for me - thanks to Mr. Robert D.!
Sylvia

Johnson City, TN store-Boyfriend ordered a bed and received great customer service, until they got his money. Few days later, he still has no bed and continues to get runaround about when bed is going to be delivered. Boyfriend ended up canceling order and requested a refund. It's been almost a month and still no refund no bed and even after speaking with someone from corporate still out a new bed and nearly $600! Read other reviews as well before purchasing anything from them.

They are really good at misleading people on the sales. I bought a mattress for 2000 dollars. Bed came and after first night I felt a lower back pain. Mattress had an indentation in the middle. I have never experience back pain not even with the old mattress they took with them. Do not waste your money in a company of robbers and thieves.

Company doesn't like giving refunds without keeping some of your money but says they want to make you happy not true if in the first day you don't like mattress why should you keep it for 21 days 120 days 4 months like they ask? Your the one sleeping on it not them don't buy from them look for company that give same day return and refund if not happy

Before buying a mattress, I strongly recommend that you study the rules for returning or replacing, with a mattress cost of $ 300, a replacement for another size of $ 130, a return of $ 160, I think this was done on purpose so that the client does not want to change or return.

I bought a queen mattress two months ago, and they sent me a full mattress. It even looked like a used mattress. After complaining, they asked me to take pictures to "prove" they made a mistake. Then, I learned they had the pics already and that the delivery company showed their mistake. After this unnecessary back and forth, I wanted to return the mattress (not an exchange), and they left written via email that all fees were waived due to the circumstances. However, I have been fighting for more than a month and they partially returned my money. Forget about getting a mattress from this company. It was my first time and very disappointing!

I bought a mattress from them during the pandemic pandemic. I waited for 3 months for it to be delivered and when I received it, looks like I got a used mattress, each side of the bed feels like the springs are broken. I ordered a firm and I got a bed that has 2 sunken sides. I am Unable to sleep on it. I was unable to contact anyone there. I tried to do a chat and they disconnect the call. Very disappointed in the company. I will never purchase from here again. Spent too much money on a used bed!

The sales clerk knew exactly what I wanted and didn't try to sell me something I didn't.
Messages left about time of delivery were vey professional. The delivery guys very one time, wore masks and did a great job of getting in and out quickly. Manuel Cortez and his partner definitely exceeded my expectations. Sales order *******059. THANK YOU!

I bought the best Black king mattress for $5000 and they sent me 2 Queen Pillows. I complained and wanted King pillows to with my king bed. They said no they could not do that. They also did not come with my box spring when they delivered. They promised a credit but that never came. These people don't do what they say. I spent $5000 and am not happy!

Purchased 4000 mattress in June 2021. Mattress was scheduled for multiple deliveries but never came. On the 4th missed delivery I cancelled order. To get the refund back was a nightmare. The customer service number does not work. I called the store multiple times and they were not helpful after their store initiated the refund. Between the multiple emails to customer service, the multiple phone calls to the Mattress firm stores I received my remaining refund 24 days later.
This is the worst business I have ever dealt with.

Attached is picture of the adjustable base, which is 3" lower than the mattress frame. Looks odd, but I sent this pic to Ms. Dee.
During the delivery I called her, she would not speak with the delivery crew. She told me you have to. That's what YOU have to do. Not the business that hired them.
She also didn't return my call, after I left a message 1:10 pm. It wasn't until 4:02 I called her again and she was pleasant. I asked her why she didn't call me, and she said she was busy. What manager of a business doesn't check her voice mail for 3-hrs?
I spoke with Ms Dee (in person) today. She immediately called to find replacement adjustable legs for the adjustable base. She got 3-12" adjustable legs which will be delivered tomorrow, no charge. This shows if you go and speak to the manager in person. They will do the best they can to help you out.
I got my replacement legs next day. I gave feedback to the Headquarters in Houston. They will send my review to the district manager in the area.

David and I much appreciated the time and attention of Tom Drew in the Norwalk, CT, store. Tom listened to our needs, let me try out the mechanical box spring, and then gave us a few days to think about our decision. We are pleased with the King "box spring" that we can raise or lower; the next day delivery was prompt and the two men were careful and courteous; and Tom suggested other products, such as sheets and mattress protector, that we might find useful. Thank you, Tom, for your help, and thank you MattressFirm for locating your store near where we live. Susan

Ordered end of October, delivery date 12/19.
Waiting for delivery, that never came. When I called told mattress wasn't scheduled to be in until 2022. A phone call letting me know would have been nice. Sales person said they would look for any king size bed to replace and got a call back that they did not have any king size firm mattress in warehouse that they could substitute. Really!
Your talking about a store that only sells mattresses.
They didn't want to give me a mattress for more then I paid, well it wasn't my fault. They should have made replacement regardless