Mattress Firm

Mattress shopping is usually NOT my idea of a pleasureable experience and I've certainly done enough of it over the years for myself and my family. Said E of the Wayne NJ store was an understanding and knowledgeable gentleman and made it stress free and really worked with us. He listened to my responses when helping us and used those answers to guide us. I was shopping with my special needs adult son for a new bed for him and such a venture can be long and trying on many levels. I was already on my 2nd store when I got to this one. (1st store's rep showed us 2 and said no need to look any further as those were the best 2 to choose from and then asked me "which was our choice and would I step over to his desk"-my choice was LEAVE! Really?! Basically he could not be bothered with helping us-guess we were just some $ toward his paycheck). Now here, Said took the time and had my son try many beds to determine which firmness and composition was most comfortable to him. Said explained in terms my son could grasp, which he seemed to prefer and then had him try all those with that firmness again and they settled on 2 that my son decided were his top pics. This took time and patience and this marvelous and kind man has an abundance of both for us. Said saw ability and not disability in my son and understood the ultimate choice needed to be correct. The hybrid mattress chosen was delivered and set up and my son is happy and comfortable in it. He's had a fantastic real nap on it already and it was only delivered this afternoon. I have no reason to believe this will not continue and I feel if any problem might occur, I can reach out and count on this representative to find an acceptable solution for us! J Thank you and this is now my go to store and rep... and I'm going back for an adjustable base shortly!

The gentlemen were right on time and did exactly what we asked of them.
They were courteous and hard working.

Carson was awesome we were treated very nice and honest and patient stuck within our budget very helpful and consistent

We purchased a mattress and bed base on there 120 day trial. Would only return mattress and not base.

They were very efficient with the delivery. It was so fast and they were very pleasant. I would recommend them for delivery

Bought a warranty and Mattress Firm makes it extremely hard to replace a mattress. Go straight to the manufacturer.

I AM SO DISAPOINTED IN MATTRESS FIRM SELLING. I went into the store to look around at my options since my current bed has a major dip in it, we were greeted by the 'manager" who sort of tried to sell us some beds but was having to be interrupted multiple times to answer the phones. I told him upfront I have a bed with drawers on 1 side and he said oh that's not a problem with our adjustable beds. Well i was conned into buying a 3500 dollar bed and upgraded the "FREE" adjustable bed to 1 level up so that the feet are adjustable as well. He said he was giving me all the deals and was going to get in trouble with cooperate for basically giving me the bed. 3500 dollars for an alcove mattress LMAO. Well the delivery guys come and look at my bed and say oh no no you cannot have the drawers I USE THESE 2 DRAWERS EVERYDAY that is why i spent extra money on the set to get the drawers. He also throws in 2 pillows a sheet set and a mattress protector that he says is valued at 500 YEA RIGHT... the sheets come and the color is wrong. He proceeds to tell me oh you can go to a ups store mail them back and we wil send you the correct ones. WHY IS THIS MY ISSUE?! WHY IS IT MY DOLLAR I HAVE TO SPEND TO GET THE FREE GIFT I WAS PROMISED?!>>! This is terrible terrible service will NEVER COME BACK and will tell everyone i know this is not good business.

I have used two radiation detectors - one cheap one expensive - BOTH read 50 Miligauss on the motor at the mattress top and 70 miligauss at the control.

Good service received the item in correct time and the product is also in good condition
Really appreciate your service

Even their sale prices are higher than other retailers and the company refuses returns for non mattress purchases without exception.

Bad customer service. Their price match policy is scrap. Always finds a reason to skip paying back on return items

They're horrible customer service is poor charge for exchange and restocking fees
Mattress are cheap.

Fadi was very helpful in guiding us to the correct mattress at the Stamford store. He seemed to know his business!
Linda McWhorter

We went shopping for some mattresses and our sales person Holly Puga was a big help... In there for an half hr. And off we went home...

Soooooooo,
After writing a review (on this site as well as a few others) on Mattress Firm's lack of customer service. As well as writing to the BBB. MF (Ha!, MF seems very appropriate) finally reached out to me with a phone call and I had one short phone conversation with a very unpleasant woman. However, she did send me an email for a full credit for the cost of that awful Sterns and Foster king-size bed that I had for 7 months
(I think 7 months). No credit for the delivery cost and sales tax. They would only go so far with their generosity.
I went to a MF store with my credit letter and worked out a deal on another mattress. (A Beauty Rest). Forget Sterns and Foster.
As I mentioned in my first Mattress Firm review. I have no issues with the store salespeople or store management. Courteous and helpful, as were the delivery guys.
My problem was with Mattress Firm's return policy as well as how good they are at not dealing with an upset customer. No phone number, never reaching a person to speak to. Only a standard corporate return email telling me to go pound sand.
For large purchases, I've learned a lesson. I need to look into a company's customer service approach. If there is no phone number to reach a live person... Brother beware! Pass! Crappy companies use forms and emails to distance themselves from customers. When a customer spends a few grand on a product you want to know you can speak to someone if there is an issue.
My broken Sterns and Foster mattress was picked-up and I replaced it using the store credit (along with a few extra bucks out of my pocket). I still don't recommend Mattress Firm.
I went from one star to two stars because of the store credit. It took being upset enough to do online reviews and to reach out to the BBB to get MF to do anything.
I give the store folks and delivery guys five stars.
Thanks,

Once again another post do not use Mattress Firm bad bad policy I want the Mattress Firm for a bed I ended up getting one I did not like it I call to have the bed taken back they wanted to charge me a return fee and also a pickup bed which I did not think was right especially when I'm the customer and did not like the bed they kind of like gave me an option to where if I got another bed they would not charge me they would wave delivery fee and everything else but it didn't really work out like that I ended up getting another bed I still had to pay a delivery fee which I did not think it was right after what they told me that they wouldn't do that when I got the new bag the second bed of course I had a very bad smell to it and I tried everything possible to get rid of it and I even bought things to try to get rid of it the smell is still here I still got the bed and I can't return it because they told me they would not take the second bed back once again bad policy bad day and now I'm stuck with a bed that smells that's not good do not use Mattress Firm bad bad policies now I'm stuck with the bed that has a smell and like I said I tried everything possible to try to get rid of it and it even cost me money to try to get rid of the smell I did not go away and I cannot turn the bed back they will not take the bed back go figure so in the long run the customer which was me got screwed stuck with a smelly bed pretty sad do not use Mattress Firm not a very good business and not very good beds be careful if you deal with them to be very honest with you I would not deal with them ever again

I purchased five mattresses from them in three years (different brands) and they all sagged. Read your warranty carefully several times, underline costs to return, and total it all. I weigh 117 lbs and sleep alone. I use a product called Got Sag I found from a video on Utube for $30. It goes between the box spring and mattress to fill in the sagging area and provide lumbar support. Worst-case scenario you are out $30 if it does not work. It provides a lot of help.
I wrote a Mattress Firm review and they said they would "Moderate it" before publishing it. I think we know what that means. Ask yourself, why would there be a restocking fee if they cannot resell a used mattress. And, why do they require a special zip cover?

I have spent the last three years reading about mattresses and they are all junk. My old Beautyrest lasted twenty years and I do not remember flipping it either. Your best buy is TPX, the stock of the company that makes these disposable mattresses. It has doubled in the past year.

Your delivery from Mattress Firm has been successfully completed.
Order Number
WEB*******605
Your delivery includes the following items:
Description SKU Qty
BR800 FIRM MATT - WEB*******605 *******-V******* 1
GOLD SERVICE - WEB*******605 *******- 1

I purchased a Hollywood bed frame from the online website because the retail stores do not carry frames with wheels. I went to the retail store at Creekside in NEW BRAUNFELS, Texas to purchase a new queen size mattress and box springs and to my surprise was told that they would not assemble the bed frame for me when they delivered the mattress and box springs because it had not been delivered by them but by a third (Fed EX) party. I had not completed the purchase so left the store. The frame was delivered the next day. I filed a request for a return of the frame and received a phone call from a customer service rep who told me they could not authorize a return because it was delivered by the third party. She further told me they could refer me to someone who would come and assemble the bed frame but I would have to pay an assembly fee. She told me I should have read the 129 purchase points that are on the Mattress Firm website. My suggestion to anyone looking for mattresses, b4ox springs or frames to beware of Mattress Firm because their policy is absolutely no returns. Now I have a $130.00 bed frame which I can't use. Guess I will take it to Goodwill. I did purchase another stores mattress, boxspring and frame and they fully assembled everything including installing my existing headboard and a complete haul off of all trash. I would have given a no star rating if the choice had been available. Anyone who wants to see proof of purchase and correspondence with Mattress Firm I will gladly furnish it and for Mattress my case number is or was ******* and you jus lost a customer who was going to purchase a $5500.00 bed for a $130.00 bed frame. That sounds like very good business decisions are made at your company.

Buyer beware... return doc is ambiguous at best. 20% restock fee plus dil. The manager was nasty and condescending Would not ever buy again...

Matress firm on walzem is a good place to shop good customer service and great prices. I shop here over conns any day.

I will never purchase from Mattress Firm ever in my life the worst experience I ever had laying away my mattress Let me tell you guys this horrible experience Im having I found a mattress cheaper somewhere else so I called my local mattress firm in Salisbury n. C off Innis st I wanted to get my money back from mattress Firm that I laid away I call the store The lady Said they will maki a ticket to refund my money haven't received my money yet its been a month talking about its a technical difficulties in the main office in corporate so I called corporate spoke to several people when I tell you I've been getting The run around for 3 wks about my Refund and when I tell you the experience I had with Mattress Firm and still to this day I haven't received my money back I have all my receipts and They keeps saying it's pending it's pending and that they understand my frustration if you understand then send me my money back I never took the mattress out of the store why can't I get my money back on a timely manner it's ridiculous you can never find out who you can speak to over the whole store to let them know how dissatisfied I was with the experiment of laying away lesson learned I'm the most patient customer in the world but I would never ever step foot back in Mattress Firm again. Satisfied customer not if I don't get my money this week I'm taking out a small claims on mattress firm at my local court house I am very dissatisfied with the way they treated me with this matter I've been getting the runaround never again will I ever shop with them I'm a very dissatisfied customer

I ordered my mattress on 2/11/2020. A friend of mine both ordered the same time and she got her mattress on 2/22. Mine was supposed to be delivered the same day but somehow my order was "not on this shipment". They had it scheduled to deliver that Tuesday, 2/25 and the delivery company called me on Monday and tried to deliver it. Now I don't know about you but I have a day job that allowed me to buy the mattress in the first place. So a delivery at 2pm in the afternoon isn't going to work especially on the day I did not request. I told them anytime after 3:30pm. Tuesday roles around and the company decided to blow my phone up because other customers had cancelled or weren't there and they wanted to deliver at 2pm again I said no that I am at work. They called back and completely cancelled my delivery. I called mattress firm, and rescheduled the delivery for the third time for Friday, 2/28, and they threw in. A comforter too that was being shipped later. Friday roles around, no mattress again. Our small dusting of snow made it so the delivery was delayed and they refused to do Saturday too. At this point they threw in 2 pillows and a mattress protector. Great! No bed to put them on but hey, I'm appreciative. Funny thing is the shipped down comforter got here before the actual MATTESS. New delivery date is tomorrow, 3/6 which was supposed to be from 12-6 (I have half days on Fridays so it worked). Delivery company called and told me they were delivering between 8-2. The hell you are. Called them. They said call mattress firm. I called mattress firm. And they refuse to assist me. They said that they can try delivering Saturday 8-2 or Monday 12-6. Funny. This is the FIFTH TIME I have tried to have my MATTESS delivered; I have everything for a bed BUT NO BED. When will I get it? At this rate the, winter of 2032. DO NOT BUY FROM MATTRESS FIRM. WHAT A $#*!ING JOKE.

We are very happy with the service with Sue. And delivery was exceptional today, Thursday May 10th