Mattress Firm
Reviews and Complaints

After 1.5 years, my mattress from Mattress Firm failed. I filed a claim and sent in the required pictures, however, it was denied. I feel that the customer service is told to "deny, deny, deny" all claims. After it was denied, I tried to reach out again and was told that the "claim had been closed." This company definitely does not treat its customers well. I thought that they would live up to their warranty and they did not. I would not recommend this company to any prospective purchaser of a mattress. Below are well documented pictures of a mattress that has failed. There is a huge sink hole in the mattress.

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!

Store 152 051 Cockeysville, MD. EMILY MacCUBBIN, store manager, was extremely friendly, very professional, and displayed an intimate knowledge of mattresses, pillows snd support items. My wife and I were overwhelmed by Emily's personality and the manner in which she discussed the various mattresses on display. What was a browsing experience, ended in a purchase. We are excited about our purchase and would recommend Mattress Firm, this particular store and store manager. 1/21/2016 RJL

Outstanding service at Hackensack, New Jersey location (#153011), 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

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.

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

I went in Mattress Firm at Marinette WI store with a terrible back ache. I spoke with the sales gal Alicia May and told her all my medical conditions and my financial situation. She directed me to two different mattress's to try laying on. Second one I tried was the perfect mattress for me! She filled out financial application for me, within 5 minutes I was approved and I was able to get a delivery 2 days later. I so much appreciated having a sales gal that knew what she was doing, had a great personality and was so efficient. I would highly recommend this store and ask for Alicia.

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.

On Sunday August 27 (2016) we were looking for a full size mattress for my eight year old daughter, so we ended up at the Mattress Firm store at 349 Rand Road in Arlington Heights Illinois location after going from competitor to competitor.

Upon our arrival we met Tony a sales rep who assisted us in choosing the right mattress for her.

Tony spent time with us to explain the different types of mattresses.

Well to make a long story short we purchased our mattress with him but it wasn't all about the mattress it was how he patiently dealt with us - the service he and his manager provided that sold us from going any where else.

Thank you - sincerely a gratified customer - see you again soon!

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!

I cannot thank Bill Harrington at the 5201 S. Tamiami Trail store in
Sarasota, Florida, enough for what he did for my mother and me.

We moved here and our belongings were delayed, so we needed to buy beds
Unexpectedly and Bill was a Godsend. Everything he represented to us
About what he sold to us has proven to be true and we are so thankful.

We knew what we had prior to our move and we loved our mattresses, so we
Knew what we wanted and Bill knew how to guide us. He was knowledgeable
And accommodating.

Lately, I've been feeling like I get less respect as a female consumer,
But I did NOT feel that way AT ALL with Bill. He was so respectful to
My mother and me and he was kind in listening and understanding our
Needs in a mattress. Additionally, he helped us get everything quicker
Given we had nothing to sleep on. My mother has been a Registered Nurse
For 42 years and I wanted her to be able to rest her hardworking bones
On a good mattress, so Bill's efforts were more appreciated than I can
Express in words.

Bill also steered us toward an adjustable base when we walked in
Intending to buy box springs. He was not pushy about it, which we
Appreciated, but he educated us about the bases given we did not know
About them. Bill, knowing that we did not expect to have to spend money
On beds, also told us that Mattress Firm was offering those bases for
Free. Thank God he did because my mom's back went out a few days ago
And that adjustable base was a HUGE help in getting her on her feet and
On the road to feeling better!

Bill clearly understands how to provide excellent customer service in a
Time when I often do not feel that way as a consumer, so I am extremely
Grateful that Bill was working the night we found ourselves at your
Store. We took so much time that we ended up in the store after closing
And we rushed ourselves out toward the end because Bill never once made
Us feel rushed or like a bother. He just helped us because I think,
Based on everything he did for us, he's a good man.

We called Bill to ask him a question a few days after our purchase and
He was just as nice as he had been in the store and he seemed happy to
Speak to us and help answer our question!

This was our first experience with Mattress Firm, but we'll be back and
Recommend you to everyone we know who's in the market for a bed! I
Cannot thank you and Bill enough. Please reward him for not just a job
Well done, but for those little something extras that make customers
Feel valued and happy with their purchases. You are very lucky to have
Bill representing your company.

Bought new mattress at Matress Firm. The salesman was pretty non chalant toward us. First question I had was would they haluaway my old mattress,etc. He said yes.

When the delay very guys came, they said no. We don’t do that. Those guys will tell you anything.

He then proceeded to take pics of mattress and box springs. I called sales associates at store, and he said “No , they won’t haul off matress if it’s stained and had infestation. I did not have an infestation!

He said if they can’t donate mattress to children, they won’t haul it off. He never mentioned anything about stains or children when I paid to have bed hauled off!

The delivery guys said their boss told them to take the new mattress back with them. Not to leave it.I asked them if they would help me carry the matress and box spring to the curb. They refused. And carried the new mattress back to their rental truck.

I was on the phone with sales associate while they were getting in the truck to leave. He told me to get their names. They rolled up their windows,and refused to talk to me! As they drove off, I gave sales associate the Enterprise truck rental number.

When the conflict resolution woman called the next day, she said that the pictures showed stains and Bedbugs!I have NEVER had Bedbugs! I told her I was completely offended and humiliated by this horrible experience! She said they would refund only half of my haul away fee!

The next day they sent email saying that they would deliver matress, but that the old mattress and bath x spring must be removed from the room. I amd 69years old, and had to haul the mattress, boxspirngs &frame to the curb, alone!

Do not! I repeat, Do NOT buy a matress from Mattress Firm!

They did redeliver the mattress 2days later. And those guys were professional and polite.

It was a completely humiliating and offensive experience! I will never refer anyone there!

Someone had stolen my son’s identity and opened a cc in his name. They have already accumulated a balance of over $3400, my son is incarcerated and doesn’t have access to a computer. The card was opened in either February or March. I found out about it from Credit Karma. My son’s name is Michael Powers.

Please let me know how this needs to be handled.

Marilyn Powers

My husband and I purchased mattress from Gadsden, Al store. We went there because my husband had major back surgery and I was going in for total hip replacement. The bed we tested in the store felt great. The bed delivered was not the same. I was told it just had to be broken in then it would be ok. Never did we couldn't exchange with out paying additional fees. So we just kept paying the payments. Now no one ever mentioned about paying by certain time or we would have a hugh amount added to account. We paid our payment on time every month. Without anything notice in the mail our payment jumped from $33 to $80 a month because they put a hugh amount on our bill when we had it paid down to $925. We are senior citizens on social security and they think its ok to take advantage of us. We will not pay this extra money added to our account as we were NOT ADVISED of this. I will continue with the $33 or they can repo it.

On February 9, 2024 I went to mattress firm to purchase a mattress as associate convince me to buy the mattress base that moves. I wasn’t sure if it was going to fit in my frame, but I purchased it in the hopes that it would. My order was delivered on February 11,2024. The adjustable bedframe would not fit with my actual bedframe. It was way too short so I rejected it and I kept the mattress I went down there back to mattress store to get my refund because I paid on two different credit cards and I needed my visa refunded back. Because there was two separate people buying this one was the bed, and the other was the frame. They wouldn’t refund the whole 750.00 said that they can only refund $609.01 and $250.00 to the other card. 2/14/24 and today 2/17/24. Refund went to the wrong card so I went down to firm mattresses again. Their computer shows them that they refunded it the way we discussed. So there was nothing further they can do that. I had to call my credit card company and fight it. They said there was nobody for me to call or anything I could do to fix it. It looks to be a computer error but now I have to run around to try to fix it and I’m out my money have to fight it. It shouldn't be this hard . Will I ever recommend this place NO.

I had previously made a warranty request for a Mattress I purchased in 2017, at your store located in 4609 Shelbyville Road, Louisville, Ky 40207.

As indicated in the claim form, I submitted pictures of the damage, a description of the damaged mattress as well as all the invoice data, including the customer number, invoice number and all of the mattress labels and data. ( All of which I have the originals)

On 12/27/2023 I received an email from Kristine M., from Customer Care, indicating that my claim was dismissed because I had not purchased the mattress from your company. I sent back a response indicating that I had had indeed purchased the mattress from one of your stores and that I had gone to the MattressFirm store located in Bardstown Rd. Louisville, KY and they had found all the purchase information confirming my purchase. (Copy of which I have on hand) I have all the supporting data available.

I can't understand why your people in the store got the data but your Customer Service Rep can't find the same information. It makes me wonder if it is just an excuse for not honoring a warranty.

Please answer by email ASAP because I need to replace my mattress.

Alberto Reyes-Franceschi, Customer No. C006982779

I needed to order a new mattress from "mattress firm" to go over the current Serta motion Iseries base for adjustable bed. I was happy with the delivery and new mattress. Unfortunately, the new mattress was not compatible with the previous adjustable base I already have. It won't work.

Are you able to help me out? What can I do? Warranty?

Mary U.

I agree with a class action lawsuit. I've never spent more on a mattress than on the Luxe Breeze king size. I'm only 1 person switching from one side to the other. I have a sag on the left and feel like I'm sliding down a hill. The right side has a dent. This all started just after 1 year after purchase. I've been playing dueling emails with them wanting more photos when I gave them everything that they want. I asked them to have someone to come out to inspect the mattress and they want to charge me $150. to do so. If they do not find a problem, I am out the $150. and you know that I will be. I've never spent a total of almost $6,000. on a mattress and gotten such a defective one. I bought it at Mattress Firm which was a huge mistake as well. They tell you nothing and won't help with a warranty claim. Tempur-Pedic only offered a replacement which I DO NOT WANT. I will never trust them again. Meanwhile I found a great mattress elsewhere and will stick with that. Mattress Firm sells defective mattresses as this is at least my second that didn't last anywhere near as long as it was supposed to. Meanwhile I am going to talk with the bank where I financed the mattress and I'm going to write to the Federal Trade Commission who does something about deceptive business practices. Perhaps if enough of us do that, we may get some help. These corporations just suck. DO NOT PURCHASE THIS BRAND AT ANY MATTRESS FIRM STORE!

Stephen King

Case Number: [protected]

Order Number

LMECGA7RYZOK

I bought a mattress for my bed at a Mattress Firm store a few months ago and was very happy with the salesman and the mattress I took home. On Sunday evening, October 29, 2023, late at night, I was online to look at what kind of mattress to use for my guest bedroom, as I had just bought a new bedroom set featuring a platform bed. I saw that these new platform beds usually do not use a box spring, but rather have a thick mattress only. I saw a 1/2 price sale on a 14" mattress with inner springs and decided to go ahead and take advantage of the online sale. I paid $711.55 with free shipping for a

DreamCloud 14" Hybrid Mattress. I got an immediate email response verifying the sale and it mentioned that the mattress would arrive Nov 1 - Nov 3.

I started watching for the delivery as of Wednesday, November 1, 2023, and was aware that they would only deliver it to the front door, so I canceled plans for the rest of the week so as to be home when it arrived. It did not show up on Wednesday or Thursday, so I went online to track the order and see where it was. The link showed only that the order had been received but not that it had been shipped and there was no way to further track it. There was no phone number available but I did try to have a "live chat with an agent" and discovered that it is only a robot that makes certain responses and can not have a conversation or answer questions about where the order is.

I waited until Saturday, November 4, 2023, to write an email to Customer service and make a complaint that I could not get any answers. The next day, Sunday, November 5, 2023, I was at the store after Church and my phone rang. It was an unknown number so I let it go to voice mail as I get a lot of "robot calls." Later I checked my voicemail and found that someone named "Leslie F." from Mattress Firm had called and left a message telling me that it takes 7 - 10 business days to get a delivery and it was coming from the factory, so just be patient. When I got home I found an email from her saying the same thing, and I waited to see when the tracking information would update.

I just wanted to know what was going on, and why it was taking so long to get me tracking information since the original confirmation letter said it would arrive by Friday, November 3, 2023. On Tuesday, November 7, 2023, I replied to the email and told Leslie F. that if she could not call me or email me with current information and proof that the mattress was actually shipped and on its way, with tracking, then I wanted her to cancel my order and refund my money to my credit card so that I could just go out to one of their competitors to buy a mattress that day. She never responded to that email, and as of today, Friday, November 10, 2023, it has been an official 10 business days since I ordered and paid for the mattress. There is still no change in the status of the order, showing only that the order was received but no shipping date and no tracking information. I tried calling a complaint number I found on this website and finally got hold of a real human being, but it was a foreigner with a very heavy and thick accent and I could not understand him. He said he would send my call to another agent, and after five minutes of listening to elevator music, it went silent, and then 30 seconds later the line disconnected. So, I sent ANOTHER email to "Leslie F." and reminded her that she never responded to my other email asking for information or a refund and that as of today, it had been the official 10 business days, and still no information about my mattress. I asked her to call me or email me today and cancel my order and refund my credit card so that I could go out today and buy a mattress and take it home. As of right now, I am still waiting for communication from her or the Mattress Firm, but to be honest, my confidence is shot and even though I had a great experience in one of their stores a few months ago, this transaction has ruined me for the company as a whole, and I will never do any kind of business with them again. I am sharing my story on Facebook and letting anyone who will listen know how sorry the customer relations are at Mattress Firm.

Workers comp. bought a mattress and frame for my Husband and has been one problem after another, now the base is a split and it was supposed to be in sync with the other side now at night while we are sleeping it will start going up or down by itself, the salesman we received it from is very rude and very short on the phone. If we had known that this company does not honor their product, we would have never gotten this bed, my husband is a disabled Veteran and a Disabled Police Officer, we will be spreading the word about this company and how they do not stand behind their product.

We bought a mattress a month ago, Top of line medium Temperpedic $5k mattress. Sales person said she could check the outlet to find if we could get it cheaper. She was so excited, told us we won the lottery of mattresses by being able to get a discount. After a month the mattress is too hard, way too hard and my back ache and shoulder aches are extreme to where it is difficult to get up and I am not sleeping. Went back to the store to see the sales person (S Kingstown RI store) and was told because it was bought at the outlet there was no returns. We were not told this straight out, ever in the sales process. Why would we do this if we are not sure the mattress is right for us. And obviously someone else returned this mattress and had the same issue, it wasn't good. I am extremely upset that I spent $4000 on a mattress that I can't sleep on and I can't return it. I am blind in one eye and was told to sign for the mattress. Again never told I can't return this after trying it out. I will elevate this complaint if I can't get resolution. I just want and need a softer mattress. The sales person I am sure received a nice commission on selling the most expensive mattress and now she will not help. Again was not told that this was not returnable. I am not going to just absorb a $4000 lost without exploring every option to get this rectified.

I purchased a perfect sleeper mattress and box in January 2023. The mattress is sagging in the middle. They said they would replace it but that is is going to cost $100.00 to have it delivered. This is wrong. Why should I have to pay another delivery fee when it is not my fault the mattress is defected.

This should be delivered and no charge,

The customer code # CS033202856

Case # [protected]

Please let me know what can be done.

I am a very upset customer who has bought several items from your company and if nothing is going to be done it will be the last time

Raymond Burr

Mattress firm is an absolute scam. Got a mattress from them that sagged. They sent out a replacement that sagged a year later. A huge crater developed and I’m not a big person nor move a lot. They wanted multiple pictures that would require manual labor. For example they wanted a picture of the bed frame by itself. The mattress by itself and the box spring by itself. All of which were purchased from mattress firm.

Note in the one picture a full styrofoam container could fit in the crater.

I’m in the process of filing a lawsuit to force them to honor their warranty. I’d suggest everyone else do the same.

We purchased a adjustable queen cool mattress and base at Mattress Firm in Fort Worth TX. It was purchased in May 2022. When they set it up they stripped the leg screw area and it won't connect and support the bed. We've called several times with no help. This last time we were told that they don't fix anything physically wrong with the bed only mechanical. For the amount of money we paid it is obscene.

Hello, my name is Karilyn Taylor, I brought this Serta Pillow in January of this year at the location at 498 5th ave, bklyn, ny. I took the pillow case off this wk because I wasn’t feeling good about the pillow, and I see the pillow was use because it has cracks, also holes on it, dirty. I paid a $100.00 for this pillow, and it shouldn’t look like this, so can u look into this matter, and get back to me. My num is [protected].

Thank You

Karilyn Taylor

I have a mattress that's depleted again. This is the second mattress that gotten from mattress firm and it seem you guys sell cheaply made. If i don't get a response im file a court report. you guys cant keep giving me defective mattress.i believe the first mattress was bought 4 years ago then after it was 2 years. i don't know any specific dates it should be on file.you can look me up by my phone number or address John O'Brien 262-71st street brooklyn new york 11209

9/25/22 I had my 1st mattress pressure smart delivered. I woke up with back aches but figured I had to get use to it. 11/22/22 called to complain and they said I needed 6 mo for my back to get use to it. Jan I called and said it was only getting worse. I needed a hard one per my chiropractor which I was seeing more often because of the bed. I decided I wanted the old fashion mattress with springs/coils, not the pressure smart one. I had to pay another $1,000 which included delivery. I had to wait till one showed up at the return warehouse. So I waited. Jason told me that I would not have a warranty and I said I would be comfortable with the old fashioned one. I was on my old one - it just had some soft spots and it was old. So 3/5/23 my new one was delivered. It was hard and I loved it at first and then I realized it did not have the coils or springs, that it was another pressure smart mattress just harder. I cannot use it cuz of my type of back problems. I called and reported to Jessie the problem. He told me there was no warranty. I said but it was not the mattress I was suppose to get so that didn't count and I paid an xtra $1,000. Jason to this day has never called me back cuz at another store and no one has called back either. I called numerous times.

purchased a queen kings down bed from mattress firm in may of 2021 have issues with sagging and lump forming in middle I did all required by mattress firm sent pictures of sagging that they required including the law tag.upon looking at the law tag i noticed my bed had 2 manufacturing dates one on 2019 and one on 2021 that stated it was sanitized I did not purchase a used bed I was denied saying normal wear but they would never answer my question about the law tag and the 2 different manufacturing dates and the sanitized.I am at my wits end they will not respond at all. besides sleeping on a lumpy uncomfortable bed I have to think where was this bed for 2 years. please anything you can do to help me would be much appreciated Thank you

Hello I am emailing to send a complaint on delivery and store error. My husband went to your capital hill location to purchase my mother who has spinal fracture a bed. The bed was supposed to be delivered over a week ago. Today after calling 5 different times and speaking to your manager Nick who lacks customer service and professionalism tells me that the bed wasn't delivered due to an error on their behalf. My husband paid the mattress in full and the store rep had it short by a few cents. I am livid that my mother has had to sleep on the couch with her back hurting. And the lack of urgency from your team is upsetting. Why did it take for me to yell and be upset for someone to figure out what's going on. At this point my husband is driving all the way to your warehouse in summer to pick up the bed (which is quit a distance from where we live one hour away) since mattress firm is incompetent to get the job they were paid for done.

On february 11, 2023 i went into the mattress firm in wytheville va and bought a cooling pillow and was told that i would receive it in 5-7 business days. I have contacted that store multiple times requesting a refund. The employees basically told me that they couldn't give me a refund and for me to stop calling them. I looked online today and it hasn't even been shipped. All i want is my money back but i keep getting refused. I can't contact the store because the store told me not to call back.