Mattress Firm

If you buy a twin bed from matressfirm and want to add a headboard, DO NOT WATCH THE VIDEO, they send you on where to screw the fittings to the bed frame. Because there are no instructions in the box of fittings what so ever for where to attach them to the bed. The guy in the video put his fittings for the headboard,put it on THE FOOT OF THE BED! NOT THE TOP of the bed.Can you imagine your head at 10* and your feet at 45 to 50 *,what an error that was. I went to the store to tell them, and they just brushed me off.
WOW!

I spent 2 days on it, take my advice dont try it. I was able to attach my headboard with turning all the parts around to make it fit,even though it is incorrect, I made it fit my headboard, (SEE PIC) even though it is wrong.BUT IT WORKED out my way. BTW. This is not a false review. I love the bed I bought and my headboard is beautiful,Thats the good part.

I also purchased a bed from mattress firm in June I was totally disappointed in the mattress so I went in store and told them about the mattress being to soft so i actually laid on a mattress there it felt good but once I got the actual mattress over a 3 to 4 month time I reached out to customer service to describe what the mattress was doin for the quality of my sleep and told them the bed is starting to hurt my neck and ribs and was told I alredy replaced it once and that was all I can get I also told them I was wanting to return this one and possibly purchase another one and was told my request would be on a priority response and that was 2 weeks ago and the return date is rapidly approaching please ask all the questions before u purchase a high priced product and are not happy

Very poor customer service. Please avoid buying from this company just for the brand name. Their customer service and their system is highly unsatisfied.

Mattress was never delivered. Nobody calls and they won't take calls UNLESS you are making a purchase. Requested a refund and 3 WEEKS later still NO REFUND and NO MATTRESS and they still don't call or respond other than automated email responses. They are suckering people to make purchases and are not fulfilling orders.

Delivery team refused to remove my old bed and refused to leave my new FULLY PAID for bed. I'm confined to a wheelchair and am unable to remove the old bed, Jamie Rudat is well aware and assured me that it would be done, after 4 hours of lies and refusing to deliver my bed they refuse to issue a refund on my card
The delivery people were rude, unprofessional. Refused to wear a mask or to allow me time to call their office
AS SOON AS JAMIE REALIZED I WAS PAYING CASH RATHER THAN USING THE CREDIT I WAS APPROVED FOR THE QUALITY OF SERVICE PLUMMETED AND THE LIES BEGAN.

I was assured by Lamont at 4:30 that a refund would be immediately made and an email would be sent within 15 min., I have recordings of all calls and all parties where advised that they where being recorded,

Went to the Phillips Crossing Mattress Firm store in Orlando, FL. Great sales experience, mattresses are way over priced, but I was assured it was worth it!
And the warranty... wow, nothing to worry about, lol. Right... So, our adjustable bed frame started squeaking about 5 months of owning it. We were told to move the mattress and check to see if anything was loose and to spray WD-40 in various places. Well, my husband and I lifted up the mattress and discovered a hole/rip in the fabric on the bottom of the mattress! Immediately, I called Mattress Firm... submitted a claim online and was denied. Not covered! Wow, is all I can say. I disputed the denial and received an email saying it was still denied and not covered. The store didn't help either. Once they make the sale and commission, they don't care! Meanwhile, my bed frame still squeaks and the tear is probably getting bigger... and I still owe a little over $2,000 on the bed. DO NOT BUY FROM MATTRESS FIRM! CUSTOMER SERVICE SUCKS!
I have been informing EVERYONE I know about my experience. No resolution in sight.

Do Not Trust This Company.
Long Story Short.
Wife and I Have An Issue With A Nearly $3,000.00 Purchase.
We Were Assured Of A Call Back From A Manager.
No Call.
They Have Our $.
D O N E!

Tony from the Waltham store was great. He was very knowledgeable about the products he was selling
He had a complete understanding of company policies and procedures.

Cherie was a great helper! She helped me find the things I needed. Great customer service! Communication was easy and I received the help I needed and was pleased with what I have bought.

They won't stop emailing me! I guess this company is very much like a rapist! They don't understand the word no… no no no I don't ever … won't ever buy anything from you $#*!heads

SPENT 120 DOLLARS ON 2 PLASTIC PILLOWS, NO RETURNS ACCPTED, BUT ALOT OF BULL$#*! FROM THEIR MOUTHS!
HAD TO TELL THEM TO FUCOFF AND THEY WILL NEVER GET A PENNY FROM ME!
ALSO CANCELLED THE CREDIT CARD WITH THEM!
TA-DA, FUCTHIS MONOPOLY!

I am 85 years old and very seldom write a review. B it Shaun was extremely helpful that I had to let you know hwpleased I was.He works in the sayvile store in NY. My name is Mrs Parrino

Purchased a Beautyrest, $1,000. After two weeks both sides were sagging. Mattress Firm will not discuss until you have slept on it 21 days. Now, 21 days and sagging even more. To return it is a 20% restocking fee (guess they are going to pawn it off on someone else) and a $99 fee. To exchange it is a 10% restocking fee and a $99 fee. This is obviously a defective mattress. Customer service was rude and offered no help other than to file a warranty claim. To do so... take a picture of every tag (about 6 of them) take a picture of the mattress. Lay something long across the mattress, print out some paper measuring device to prove it sags more than 1 1/2 inch (they will not honor a warranty until it sags this much) take more photos. Remove the mattress from the frame and take a picture of the frame. Upload all into your warranty claim and they will review and get back to you within 30 days. They do not stand behind the merchandise they sell and I don't feel I should be financially penalized for a defective product.

I purchased willow brook plush 3/31/2020 first one month I was very happy with mattress, although I was sinking into the bed I tought this would be normal for couple of inches specially it's a plush bed but after 30 days ivsink another 2 inches makes it total of 4 inches I sank into the mattress. I have horrible back pain when I get up I can hardly walk because of pain. I took a picture and sent it to person at the shop where I bought my mattress of my mattress, I laid down measure tape clearly shows my hips are 4 inches down, no wonder why I have so much pain, Andrew an employee who replied my email wrote "it's plush mattress that's normal!" if you return the bed 20 percent stocking fee plus 99$ for the shipping. " I don't think I should pay a faulty mattress, it is not a normal for me. Mattress spring bites my hip, I wanted to exchange perhaps with better mattress, so I refuse to pay in this case I am preparing to sue the company because I think they do this to many clients and it's not fair I will not allow to get robbed!

BUYER BEWARE! I purchased an Infinity massage chair from mattress firm (not sold at all locations) This place is based on sales people trained to totally scam customers anyway possible into making a sale! If you purchase a used or floor model they will tell you it is an as-is purchase yet they will sell you an extended warranty. Now if the item you purchased has an issue they wont honor the warranty and tell you to deal with the manufacturer but the manufacturer will tell you they dont repair or replace floor models reguardless of your purchased warranty! Catch 22 and a scam! DO NOT DO BUISINESS WITH MATTRESS FIRM! Not to mention they have the worst customer service attitude on the planet and will tell you they already have your money, too bad! Horrible!

August 16,2022
Some six (6) months ago my Customatic "The Privia" wireless adjustable bed remote stopped working. I changed the batteries and still the remote did not work. I immediately called Customer Care at *******757 and was told that my remote was being replaced by a manufacturer yet to be found and took my name to be put on their waiting list and I would be called when this replacement was located.
I repeatedly called this Customer Care telephone number only to be told the same thing that they will put me on the waiting list. I also attempted to call Customatic itself and my call went directly to this Customer care telephone number. I felt at this time I would forever have a adjustable bed that sadly no longer would adjust making it fully useless.
At that time I thought to call the Newington NH store where I purchased this adjustable bed.
Over the past weeks I have been closely working with Adam there at the store. Adam is the very definition of a Customer Relations professional. He is courteous, caring, truly listens and his quick follow up is impeccable. It's because of Adam that I am now a satisfied customer, would purchase another adjustable bed from Adam and would recommend him without hesitation to my friend in the market for an adjustable bed.
If any questions, feel free to call me at *******065.
Respectfully,
Ken Wade
2 Sandy Brook Drive
Durham, NH *******

Purchased a mattress
The person said it would take a few weeks to make it soft.
After two and a half weeks I was in pain so I went back he said he would do an exchange
He never asked me if I wanted my money back or an exchange. I did not know it was one or the other until another 3 weeks later.
After two weeks I went back because by this time I could not lay on it it was too painful I was having hip pain and knee pain. I was really in pain and I asked him how do they make them so soft, he said they put the mattress through a machine and put heavy dummies on them and on top of it they walk on them.
He said just walk on it it will get soft. After a couple of days I went back to the store and said I just couldn't I am in pain please I just want my money back. He said he would talk to his boss and call me back.
He called a few days later and said he was not going to give me my money back. I said if I would have known what it takes to make it soft as they do in the store I wouldn't have bought it. He got very angry and started saying that I was calling him a liar but I was just repeating what he told me. I just want my money back not being stuck with a very expensive mattress that I can not use.
They are deceiving and take advantage of people.
If he would said you have the choice of your money back or an exchange I would have wanted my money back.

This is the third time we have bought a mattress from mattress firm in Hackettstown, and we are very pleased. The deliver man were respectful and very competent. Thank you!

We had a Tempurpedic that was well over 25 years. We bought the Tempur Adapt. Except for the depth... it is the same. Service was great and the delivery was painless and on time. They made it easy.

The whole process has been a nightmare. I bought the mattress during a sale where I would get a free bed frame. The frame and the mattress were supposed to arrive in a two day difference, so I thought sleeping on the couch for a day or two shouldn't be so bad. I'm writing this review from my 10th day of sleeping on the couch, still no mattress. The bed frame itself has been sitting there, empty. They took my old mattress, but not my old frame. So now I have two bed frames, no mattress, and a bad back.

I tried contacting customer service, he pretty much shrugged and told me to "check the website for delivery dates". They did nothing to try to address or appease the situation.

My mattress is supposed to arrive "tomorrow", but according to the tracking it's still somewhere across the country.

I wouldn't wish this experience on anyone. It was not a cheap mattress! I would think that if I were spending that much on something and choosing their company to buy from that they would at least care a little. I will never buy from them again and I wouldn't ever recommend them.

I was looking for a mattress and metal box spring, I had stopped by 3 different stores already and really didn't find what I was looking for rather it was the mattress and box spring or the right price so i had just about given up for the day when I saw mattress firm, I in the store and Brandi greeted me with a smile and ask me can she help me with something, so I told her I was looking for a nice big firm mattress with the metal box spring and the price range that I wanted to spend, and to my surprise Brandi was able to get me exactly what I was looking for so at the end of the day I was happy and Brandi was happy and we both were happy.

We purchased a mattress last week. We had a terrible experience. They had ordered us only one half of the base we wanted and we didn't find out until it was delivered. We called Mattress Firm and they told us that it was going to be an extra $1,700 for the other half of the base. We had already spent a lot of money there but we really wanted the bed so we agreed to that. Then they come to deliver the new bed s few days later, it ends up being the wrong base all together ( we wanted a move able base that also has massage and underlights) so we call Mattress Firm and try to get it sorted out. They told us the wrong one was ordered and in order to fix it, it would be another $1,400. Not only that but they didn't tell us what type of bed frame we needed and we had to tear half of our bed frame apart to fit this new base and mattress. When explaining all this to Mattress Firm they told us there's nothing that they can do about it but to return the bed. They wouldn't fix their own mistake. We are truly dissatisfied with them. It was their mistake and they should of corrected the issue, even if it meant taking a loss of profit for them. They are unprofessional and we will never do business with them again.

Ordered product today and now they say no return. Site does not say final sale. Your stuck with an item to resale. Waste of time and money