Mattress Firm

This company must be in financial crisis or whoever is managing it is plain stupid! I purchased a mattress and adjustable frame. When I checked the reviews on the mattress it was horrible. I went back as soon as they opened, they couldn't give me my cash back. I kept the frame and the refund was for the mattress 21 days later not a thing was done to refund my money after raising hell 22 days later now supposedly they just cut a check and it will be mailed! Do yourself a favor don't buy from these idiots. They are overpriced! The only reason that I went there again is 15 years ago I purchased from the Galveston location and they were so nice and helpful that it created a sense of loyalty despite the fact that I could buy the same products cheaper elsewhere. They will never get a penny from anyone in my family. The manager at the Pine Island road then blatantly lied trying to get around the fact that she is working for crooks who tried to steal from me! I can understand if it was a check they could make up a case saying that they had to wait for it to clear, but everyone knows that 3-5 days is plenty of time in this digital age for a check to clear. Do yourselves a favor take your hard earned money elsewhere!

I bought a mattress from the company in November and delivered at my house. I also bought a five years warranty to cover if anything happens. Now my mattress has indentation and when I sleep it sinks in and I have such a bad back. I called the warranty company and they sent me a technician to see it. Tge tech sent me a message that he will be at my place between 10-2 and took time off from work so waited but never came and then I called them again finally his name is Carlos shows up and my wife and my friend was home and he came in checked and said that there is problem with the mattress and really there is a problem and told me in front our family and then goes files a report against me saying that everything is fine. I waited and called the company and they are still sticking with that techs report who is two face. I even sent a photos of mine shows indentation but no one wants come and do anything about it.At present I sleep on the floor and paid a price for it. I will never do biz with them anymore.

Lie about mattresses being in. Sent me emails stating they were delivering today 8/1/2023 guess what no show & called. THEY DON'T HEBER MY MATTRESS IN AT ALL. Missed another day of work. Who gets screwed out of the deal, me! So they cage $#*! no! $#*! MATTRESS FIRM

We are 70 years old on fixed income. They delivered new mattress and refused to remove the old. We had an old sleep number bed. We were keeping all framework, just needed old mattress removed. We paid for the gold service and were told delivery and mattress removal would be taken care of. After delivery of the mattress they refused to remove the old one. Mattress Firm management told me the mattress I have slept on for over 15 years was considered to be Furniture. I am 70 years old and had a mattress in my living room with no way to remove it. They did not tell me that they call some mattresses sleep number mattresses Furniture. I endured a lot of Crap for weeks with the mattress in our living room floor. If Mattress Firm has restrictions on types of mattresses they remove we need to know up front. To deliver a new mattress and just walk out telling me the mattress I have slept on over 15 years is Furniture. Any Company that is this deceptive and don't care about their customers will never have my business and don't deserve to be open for business. The Gold Service I paid for would have to improve very much to achieve being Worthless. As for me and my family we refuse to shop Mattress Firm, I hope you are careful to find an ethical business to purchase from.

I went into the store with my adult daughter to buy two queen mattresses. She chose a soft mattress that I thought was too soft. We bought it anyway - "Sleepy" was the brand. I picked it up at the store (Norman, OK) two days later and as soon as we got it home we knew it was not the same product as demonstrated. It was uncomfortably hard. We called the store immediately and were told to try the 120 day break in guarantee period. Nope. They said if we wanted to return the mattresses, we had to drive them to the Oklahoma City warehouse about 25 miles away. Nope. They also said there would be a 20% restocking fee. Nope. I will file in Small Claims Court tomorrow.

BTW, when I challenged the store manager about the requirement to return the product to their warehouse, he said it was illegal in OK to return a used mattress to the store. I just researched the statute and that is a totally false statement.

I dropped the mattresses at the store anyway and left a letter of return. Then I tried to file a dispute with VISA. They said it was a legitimate charge since I had not returned them to the warehouse. I still cannot understand why. It truly sounded like they had called the store manager when I was put on hold and just quoted him. In hindsight, I wish I had played their return / 20% scam game and then disputed the 20% with VISA since it was not the product I ordered.

I searched "memory foam" pillows on their website and ordered one of the top results. It turned out to be some other type of pillow. I was told I can't return brand new pillows?

The two workers who delivered my mattress couldn't have been more helpful! They went above and beyond by moving my old bed frame outside for disposal. I appreciate such attention to customer service!

Mitch Goldman at Downingtown PA store did an excellent job helping us select the right mattress including the correct box spring - important for a short person. We appreciated his help

I bought a king-size Beauty rest about 13 months ago. After a few months, the mattress began sagging badly in a couple of spots. The so-called warranty is a TOTAL SCAM. I spent 1400. 00 on a mattress that lastest almost a year. Buyers BEWARE mattress firm is a total SCAM JOB!

I want a call back from a representative today. Why is it so difficult to actually speak to someone!,... Terrible customer service! Matress Firm should be ashamed!

I hope there was an option to give 0 stars... I wanted to buy a mattress and adjustable bed for a long time. Google suggested to go for mattress firm so I started to look for the available options on the website. For assistance, I started chatting with the sales person and he was really patient. He even did the amazon price matching. All is good I was promised that the items will be delivered in 7-10 days. Mattresses arrived... but the bed base... there is no update about that. I have asked the customer care twice about rest of the order. Every time their answer is -Sorry, we don't know the status of the order... plus they 'Lied' to me that they have created a case for my inquiry and will get back to me 'soon'. Yesterday someone from customer care told me that no case was created for my inquiry. They just don't know for some reason - where is the rest of the order. All that customer care say is sorry... which I am sure they are not. I really regret trying mattress firm. What a terrible way to treat customers. They are really good and patient when you are giving them money... and after that... your suffering is really not their problem. My point is that I ordered from mattress firm... I don't care about who the end vendor is... My point of contact is mattress firm and Its their responsibility to update any problem with the order.Its my fault for choosing the wrong option.

Jin Dong, at 2633 McKinney Ave, Dallas, TX was wonderful. He answered all my questions and went over and above in the customer service area. I so appreciate all you did to help.

Thank you Jin!
Lorie

We knew what we wanted, so ordering was easy. Except Craig didn't know what he was doing so it was excruciating waiting for him to make numerous phone calls asking for help, and logging in under another person's name. He ordered the correct bed bases, but wrote up the delivery ticket wrong, so they brought the right mattress but the wrong bases. So we had to wait another three days to have the right bases delivered. Also, he offered two pillows with purchase. When asked if they would be king size because we bought a king bed, he said absolutely. Guess what? They delivered queen pillows. Can't use them. When calling again about yet another mistake, he says they don't have king pillows in the store. If that is true, then why did he say we would get king pillows? The incompetence at this store is astronomical. Go to any of the other nearby stores if you buy from mattressfirm. Stay away from this one.

We ordered the headboard, footboard, and side rails online as they aren't sold in store. We received an email order confirmation, clearly stating they wold email when shipped and we'd have to be home to sign for delivery. We never received another email. About a week later, we had company. They asked if we knew we had boxes of furniture in front of our garage door. No, we didn't. It was the bed furniture. No calls, no emails, no knock on the door. They just drop it off in the street where it could have easily been stolen. Who knows how long it had been sitting outside. Total incompetence from this company.

I had to take a day off from work for the second delivery as I had to send back the first one for my troubles was offered a free sheet set and a free mattress protector that I never received when I called about this I was told I would not be receiving either, so when I called corporate to complain I found out I can't talk to a live agent I chatted with somebody well let me tell you that went nowhere at all I've been totally ignored by this company the worst experience I've ever had with any company do not buy anything from Matress firm

I purchased myself a beautiful Tempur-pedic bed at a store that was closing on new Brighton Boulevard in Minneapolis, Minnesota. I was supposed to have the bed delivered 10 days later on April 8. The delivery driver calls me on April 8 and tells me that the tonnage of the truck is 4 tons and my street is 3 tons And that they cannot deliver my bed. I call up the Ridgedale store and speak to someone name Darius, who then calls the distribution center says he had it sorted out and that the distribution center would be delivering my bed on Tuesday. Here it is Tuesday morning I received no text and no email regarding a delivery window. So I call the rosedale store and the gentleman who showed me the bed answers the phone and tells me that there is no change for delivery and that April 8 is still the original date. Therefore I called the Ridgedale store, asked to speak to Darius who was supposed to make the change and he is conveniently called out sick. So I speak to a very nice gentleman named Jesse, who calls the distribution center and sets up a new delivery date of Thursday for me. This is the third time I've had to call and try to get my bed delivered. I was not informed of any tonnage problem, why would I have to worry about if the roads can contain the truck that they bring, just bring it in a smaller truck. Problem easily solved. The most ridiculous point is that I live four blocks away from the store that closed, that I purchased it at. Awful awful awful customer service in trying to resolve this problem.

We purchased a new Tempur 13", we were sold sheets for a 15" bed so the are really big and will not take them back, also purchased 2 pillows which I thought we were getting king size when they came they were standard called the store and they told me you can not get a king size, I called Tempur and you can get king size, they will not take these items back it was the sales person Tim Brewer error when I called the store I was told they were running a bundle special if I wanted to purchase sheets and pillows, HORRIBLE Company do not buy anything from them!

Phyllis was great! Very knowledge and attentive!
Thank you! We came in on Black Friday and she was able to assist us with such care despite the all the custmers

Confusion at the store led to the sale of a wrong-size mattress. But we were working it out and I was given a price that I accepted. But then the manager who identified himself as being in charge of the Kingston and the Fishkill stores called me and almost rudely told me that I could not have that price. When I protested, saying that I had been offered that price by an employee and we had agreed on it, he said you're " just upset". He was condescending and unhelpful and offered no alternate solution. When I told him I was going to cancel the sale he said that I had a "right to do that." I went to the store, and the staff there were sympathetic and apologetic. They said this was not the first time the manager's attitude had lost them customers. (Now that I see these other reviews and the rating, it's probably good that I didn't get the mattress that I had been offered!) I called that manager and told him he was the one who had blown the sale, because I didn't want fingers pointed at the store staff which I thought was likely given his attitude.

Bought a new high end firm mattress, 5 months later it had very soft places. Went through the wtty process and was told my frame was the problem. Only places that did not get soft was over the frame so clearly NOT the problem. Was also told wtty was voided because of the frame that was NOT the problem. NEVER BUY at MATTRESS FIRM! Just a big ripoff.

Scheduled delivery twice now and no delivery twice, maybe third time? Mattress Firm never bothered to called, I had to make the call to them. I suggest spending your hard earned money elsewhere.

I am very sorry I chose Mattress Firm! From start to finish the service has been lousy! The first person I was dealing with seemed upset with me because of my questions. I went back because when I was reading the paperwork about the adjustable base I noticed that for my base it said headboard brackets optional. I was Never told there could be a head board! When I went back the next person said well you never asked about it. My response was how can I ask about something I never knew existed. So after more confusion and poor service I ordered the headboard and was told when I got that to call and they would sent out the brackets and put everything together. Well the brackets were the wrong ones and now I am waiting for another call back to have the correct ones to be delivered. I have spent a lot of money at this store and am still being charged for a second delivery and service. I have no idea who I can even call at a corporate office. So good luck to the next person I would go to Cardies they at least have nice people that don't make you feel like you are putting them out

We purchased our mattress at the end of May 2022 and by February 2023 the mattress had started to sag. I went back to the store where I had bought it and was told that I had to make my warranty claim online.
On the site I was given the opportunity of making the claim myself or having one of their reps come to the house to do an assessment at a cost of $80. Being on a fixed and fairly tight income, I decided to follow the directions shown on their website.
The process is impossible to do on your own - it took two sturdy guys who do this for a living and were huffing and puffing when they delivered it. For example, you need to be fairly competent taking detailed photographs, and you need a broom stick and a yard stick, a printer and the ability to move the mattress, take close up images of labels, take this incredibly heavy mattress off the bed so as you can photograph the box springs and then remove the box springs so as you can take photographs of the bed frame. They want all the legal 'do not remove tags' pictured as well as other identifying pictures of the type and brand of mattress.
How ridicules is that and with zero help or interest from support.
Their recommendation is, pay the $80 and we'll do it for you. But I don't have $80 to just do that and probably, having seen how this company functions, will no doubt give you some excuse why it's not covered.
Strongly, strongly recommend you check out other consumer reviews for Mattress Firm from various sites and not rely on the reviews on their own site.

A purchased I did not make was made by a person 10 hours away. I contacted mattress firm at least 7 time to resolve this problem. One representative said it would go to their fraud office and the order would not be sent. Next morning mattress sent be a tracking number that the package was on it way to the fraud address. They have no direct number to talk to a representative. The representative online have very ability to help you. I kept asking for a manager and they said they couldn't give me one. They last time I asked for a manager I was told okay, he will be with you in a moment. 55 minutes later I never heard from them again. I contacted everyone I could in the company with no result. I had to call FEDEX to tell them the problem and they stop the order before it was delivered. Mattress firm still hasn't refunded my money 6 day after they received the package and refuses to resolve my dispute with Paypal. Do yourself a favor and do not give this company your money. If anyone disputes this I have 4 chat online saved and about 15 emails saved with mattress firm.