Mattress Firm

Mattress firm delivered the wrong mattress three times. The fourth had a manufacturing defect. I spent 5+ hours negotiating & corporate finally agreed to write a letter for a full refund instead of an exchange. They picked up my mattress THREE months ago & are refusing to give me my refund. So they have my bed and $630. I continue to call the customer service line & apparently this situation is above their capabilities so they cannot help me - but corporate doesn't respond either. So as of right now, I have no bed, am out $630 & at least 10+ hours of work I have a spent on the phone during the day. I wouldn't ever suggest giving them business.

I ordered a mattress, payed for it and the haul off fee. Two guys came to my house looked at my old mattress and found an old dried up smashed bug on the bottom of the mattress and refused to take the old one away. I recently moved and am certain the smashed dead bug was from the move. When they told me they could not remove the old one, I told them to take the new mattress and leave. It's impossible to reach a live person to talk to, so I'm just warning others that the "deals" are not so great when there is little to no communication from a live person and the delivery people can't even speak English. They are not worth your time. Run away and don't use them.

I ordered a bed and box spring. Says estimated delivery today online order starus No communication possible with agent. Live agent for chat is a robot and not a live agent. Called customer service number and they say status cannot be provided via phone and only website. It's a bad joke.

I bought a full size extra firm mattress from Mattress Firm approximately 3 years ago. The mattress dips where my butt good and then it dips where my shoulders are. I'm 5'7 and weight approximately 190 to 200lbs. I'm the only one that's slept on it. It's in a van on a very steady platform. I've sent approximately 10 pics to mattress firm, but they say they can't warranty it. I showed the dips are well over one inch. Buyer beware.

I purchased a Beautyrest Mattress from Mattress Firm 2 years ago for my mother. My mother has been complaining about back pain for the last 6 months but had to find time to write the warranty claim. They don't make it easy either. In case you are wondering, we rotated the mattress every month and there is a 1.5 inch dip and either side and the edge of the bed is collapsed. This was easily seen in the photos, but what wasn't seen is the hole you feel when you sit. We finally got around to filing the warranty claim and today I found out it was denied due to a stain on the bed, which isn't anywhere near the hole/dips. They should be warranting the mattress based on functionality, not appearance. And the stain isn't even a bad one. Nonetheless, I am another customer that gets screwed out of a warranty that apparently a lot of people fail to get either. I will never shop mattress firm again and I will tell anyone I know the same.

Stay as far away from this company as you possibly can. They will price gouge you. At every turn. Save your money and order the same mattresses at Home Depot, for half the price, they also have a $#*!ty return/exchange policy. Run as far away as you can from these crooks. This is a professional and honest review of Mattress Firm

Our sales person was very nice but wouldn't offer us a coupon which I later found on line or wouldn't negotiate price. He even charged $49.99 for a mattress pad c9ver which I could've gotten anywhere for $20 plus over $100 for delivery which took all of 10 minutes. I will never recommend this place. Overpriced it was June 25 th at the Hamilton marketplace store in Hamilton new jersey

I bought and paid for a mattress and received a guaranteed scheduled delivery date. The night before the delivery, when I was supposed to receive the delivery time, I instead received a message that there is a delay in the shipment and no further information about when it might be available. No response to my questions from Customer Care, no way to "chat" with a live agent or contact any Mattress Firm representative. Finally gave up after two days and purchased elsewhere. I canceled the order and still got no response! Will never use this business in the future.

Mattress Firm in North Olmsted, Oh was an excellent experience, especially due to one of its employees: Thomas Weddle. Thomas stayed with us through the entire purchasing process and helped us identify a base for our mattress that eliminated some of the back problems I was having on a too soft mattress which we purchased elsewhere four years ago. He was exceptionally helpful and took the time on his day off, to open the store (we came by when it was closed) and purchase the product we needed. Also, the delivery service that Mattress Firm uses is great, on time, professional and knowledgeable. An all around excellent experience. We will be back as our future needs may require. Thanks, Mattress Firm, for hiring an exceptional employee.

I am now three months into fighting with Mattress Firm regarding money they were supposed to credit back to me. They gave me paperwork to prove they authorized the credit but are now saying they don't owe it. They are also charging me for something I did not order after they made a mistake on my original order. Their return policy is a joke. They will let you return or trade your mattress (for an extra 20% fee to return and a pickup/delivery fee) but they won't let you return things like an adjustable base that came free with the mattress. Instead, they charge you for the base when you return the mattress. Do not ever shop here unless you want to lose your money, your time and your sanity.

We spent over 4000$ for a mattress at mattress firm and have been greatly disappointed. Never will we do that again. We were told to rotate the mattress regularly, which we did, and broke a side strap the third time. We continued to do it and found our 4000$ mattress starting to rip at the seams. It now looks like a piece of crap. We will never do business with this outfit again and recommend others to do the same.

Despite purchasing a mattress in house (at a mattress firm store), it's very hard to speak to someone in customer service. You can only chat online, and if you didn't purchase your merchandise online the customer service department will not assist you. Customer Service will request you to contact the store where the merchandise was purchased.
Additionally, Mattress Firm does not like to return customers' refunds. I have been trying to get my refund for 30 days now and have not been successful. I had a terrible experience with one of their sale rep (Sheron). I paid with a check for a mattress, and my account was debited twice. I had to go through "the act of congress" to get my money back. Now, I'm still having issues with my refund after exchanging a mattress for another one. Please be cautious about how you purchase from Mattress Firm.

Bought a king bed and adjustable base in May. So, if I can sleep on a mattress and they'll take it for an exchange why not the base? I tried to upgrade, with my trade in base, for a zero gravity base. In a word, which is what I got, NO. When I asked why I got a pat response, "it's not our policy". Know before you buy with them, customer service is no service with Mattress Firm.

We have a mattress that has the coils coming thru the top of the pillow top mattress. I showed pictures to Kokomo store manager who agreed the mattress is defective and advised I submit a claim. The claim was denied due to bed frame - which is exactly what they sell in the store and approved by salesman when purchased. Frame is fine, box springs is fine and not sagging, mattress is not sagging just broken coils poking thru the top. Warranty Claim Rep advised to level bed frame. The frame is level! If frame was the problem the box springs and mattress would be sagging. It's not. I just need a mattress we can sleep on and for Mattress Firm to keep their warranty promises!

I ordered my mattress through chat; giving my delivery address. I had to call the day before delivery to find the time. I'm told they do not deliver in my area. How did they not know this at the time of order?! I've tried to talk to a human. They won't let you. HUGE RED FLAG FOR ANY COMPANY. This company is about making money and screwing the consumer.

Ordered a bed, mattress, sheets and covers. The sheets and mattress cover were mailed out and arrived beforehand. However, they kept pushing the delivery date 1 month out and at the last minute for the remaining items. We called to cancel the order but they refused to take the sheets and mattress cover that we don't need anymore (for sanitary reasons). The packages are unopened! Our other option is to donate the items and send them a receipt for refund. Ha ha ha shouldn't that be on you! Incompetents! You will cancel the order in full and refund my money.

I ordered a couple of town mattresses online as I needed them asap for my visitor for the weekend, pleased online order and the delivery was scheduled the second day, the day prior to the scheduled delivery date I received a phone call confirming that the delivery was set up between 4:30 to 0630. So on the day I was waiting until 6:00 pm since no one showed up i called the customer service to find out, unfortunately customer service phone number was not connecting to a live agent, hence i called the local shop, the guy i spoke was helpful and he connected me with someone who could see what went wrong, I was so frustrated with what I heard, the mattresses I ordered were out of stock, and it would take two weeks to get them, so i asked why no one told me this until i called them, she said it happens with online orders, can't believe this at all, poor communication, misleading customers at its best. Do not ever shop online with Mattress firm.

I appreciate you guys so much. In store experience was great. Jeff helped me pick the right mattress and let me know if I find it really wasn't the right one, all I have to do is call them and they will swap it out. Well guess what, it was delivered the next day, as they said it would be but for some reason, I thought my bed was a "Full", and it is a "Queen", what can I say, I'm old. Well Pepe and Jesus were absolutely wonderful, they left the "Full" set for me to sleep on and said they would swap them out for me tomorrow if they could. Pepe and Jesus were so friendly, respectful, polite, and were not at all annoyed because I made such a stupid mistake. They were great. Jeff also called me back the same day to let me know they WOULD be back with the right size tomorrow. I will definitely be buying any mattresses in the future from Mattress Firm in Santa Fe on Cerrillos Road. Thank you again guys. One pleased customer he

After finding out the tulo box spring I ordered is seemingly missing some bolts for the middle beam, I contacted someone from customer service. I did what she requested which was send her some pictures through email so she can forward them to the manufacturer. A couple of days later I emailed her again asking if the manufacturer responded but she did not email me back. So I contacted someone else about this whole situation and she told me to wait up to 24hrs before the manufacturer gives a response. I'm still over here waiting and I'm frustrated because I spent a lot of money and I want to make sure it has all the parts that are supposed to come with it. This was my 1st time ordering from mattress firm and it will be my last.

I bought an intellibed from mattress firm. The mattress I received was defective. It was nothing like the one in the store. They are charging me 600.00 to return it. 20% of the original cost.
This should not even be legal It's gouging, And I would not recommend them to anyone

I bought $11k worth of product from their Wall NJ store. The store Manager (Uldis) said I had 4 months to return ANY product. Of course this has not turned out to be the case when I wanted to return unused pillows. The District Manager (Santos) hid behind corporate policy and was arrogant beyond belief. I can see why Mattress Firm has such poor reviews on this site. Buyer Beware.

The customer service is horrible. Once they get you to purchase, the communication is extremely difficult. Impossible to contact the right department. The sales team sounded frustrated with constantly dealing with angry customers who can only reach a person if they are calling to spend money. Look somewhere else to spend your money.

We were just overwhelmed trying to find the best mattress. Jonathan Nieves made our experience so much easier. He knows his products and what works for best sleep. So glad we stopped in and can't wait for our new mattress to arrive. Excellent customer service.