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Mattress Firm / bad matress/warranty

1 Cheektowaga, NY, United States Review updated:

We purchased a mattress about a year ago. After about the first six months, we started getting extreme backaches, pinched nerves in our necks, shoulders. It would be so painful to get out of bed. There have been nights when I wake up and literally cannot move to get out of bed and the pain is so bad I can't breath.

After talking with the owner, he said that maybe we had just gotten a mattress that the coils were not prepared the right way, (cuz the center of the mattress has sunk in and is no longer firm as the rest of the bed) and that we can return it as long as there were no spots on the mattress. Any tiny spot what-so-ever they will not accept it through their warranty.

What I would like to know is there anyone else who has experienced cleaning their mattress and the cleaner and water itself stained the mattress? Then I tested a spot that had not been cleaned and just water on the mattress, after drying, had turned it yellow.

I am thinking that there is some type of chemical that is put on their mattresses that would produce such a result. I am trying to see if we are the only ones this has happened to so that I can compile a report for what I am believing in.

We paid nearly $1, 000.00 for this mattress and I feel that going to bed at night should be a welcoming experience instead of cringing at the thought of laying down in it. If there is anyone else, can you please respond. It would greatly be appreciated.

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  • Re
      24th of Feb, 2009
    -1 Votes

    "I am thinking that there is some type of chemical that is put on their mattresses that would produce such a result. I am trying to see if we are the only ones this has happened to so that I can compile a report for what I am believing in."

    You are an honest-to-god ### if you truly believe that. Do you really think that any mattress company in this economy would spend thousands of dollars on chemical treatments in order to void your warranty? Talk about paranoid.

  • Ji
      27th of Mar, 2009
    +1 Votes

    I bought a Sealy Jetstream in Aug 08. Fortunately we bought one of their industrial strength mattress covers so we had no stains to worry about. Our 8 month old mattress sags terribly and I can feel the springs in certain spots. I filed a warranty claim and had to pay $25 for a mattress inspector to come out to see it. He submitted his report to Mattress Firm and they determined that the 1 1/4" sag was below their standard of more than 1 1/2", and that the body impressions are considered normal and comfort preference is not covered by the warranty. So now I am stuck with a POS mattress and am out $25. I recommend everyone tell their friends to avoid buying anything from MATTRESS FIRM.
    San Antonio, TX

  • Wa
      1st of Apr, 2009
    0 Votes

    Dear Rebecca I am not paranoid. the exact same thing has happened to my wife and I. We used water to clean the matrress top and it turned a glowing yellow, voided out warranty. It is a scam and a rip off. I have written a letter to the CEO, Gary Fazio, at the main office 5815 Gulf Freeway in Houston, Texas 77023. If I don't get my warranty recognized and a satisfied then this is what I am going to do.

    I will go to the county government and apply for a picket permit. I will then build a 15 foot high by 15 foot long sign on my flat bed trailer. It will be painted white with big balck letters on it. It will tell how Mattress Firm did not cover the warranty. I will park it in a legal area in front of the store and I will be on top of it with a bull horn. I will warn every customer walking into that store. I will be dealt with and I won't be treated like a punk. I will be there every afternoon on my way home from work. I will be there every Saturday and Sunday, all day until they do what they are supposed to do.

  • Ma
      3rd of Oct, 2010
    0 Votes

    OSHA law is what Mattress Firm, or any other mattress retailer goes by. Health code/law is what limits the abilities of Mattress Firm in reference to taking back a stained bed.

    Mattress Firm actually adds 5 years to the manufacture warranty.. which is more than most companies do in effort to express their confidence in the product they stand behind.

    They even offer a Mattress Protector at the time of purchase, and every customer should be told about this product. Protect a Bed, ( the manufacturer of the protector) will actually cover your beds warranty for 10 years. if anything leaks through the protector, they will come out and professionally clean your bed.. if they can't get the stain out 100%, they will buy you a new one! If you thought another $90 wasn’t worth protecting the warranty.. then do you really think it is safe to blame Mattress Firm.. who is limited by Health Codes/standards??

    If you look back at your paper work ( you can obtain a copy at the store if you misplaced yours) there is a section that you signed, and the employee should have told you about that says.. THE WARRANT IS VOIDED WITH THE PRESENCE OF A STAINED OR SOILED MATTRESS.

    In fact, you must initials a section that states :" Our interest is to help you protect your investment. In compliance with strict national and state bedding laws, and as detailed in the Manufacturer's warranty, Mattress Firm is unable to warranty or exchange a mattress that is stained or unsanitary. We recommend that you protect your mattress with a waterproof mattress cover. "

    A word of Advice.. ANY mattress you buy, should be protected by a waterproof mattress protector. The average person sweats nearly 4 gallons a month while sleeping.
    Even a clean looking mattress can contain 1 million germs and bacteria that can make you sick.
    in a ten year period.. the average person spends almost 30, 000 hours in bed! do you truthfully think that none of that time your are sick? sweating, shedding skin cells, or rubbing your body oil alllll over it??

    are you okay with sleeping on a stained dirty bed? How many nights do you go before washing your PJ's? Imagine wearing the same outfit for 8years without one wash. If you think your sheets are enough to keep you clean.. think again.

    if that isn't enough to paint a vivid picture, imagin going on a long run in the heat of the day. just once. Now imagine that shirt you were wearing, is the same fabric that covers your mattress.. would you sleep in it? I hope not. you can never "wash" a mattress.

    If you don’t buy a mattress protector for the warranty.. do it for your own sanitary benefits.

    Example: you buy a new car cash, you don’t buy full coverage insurance.. You drive off the lot and run it into a pole. .. do you think the warranty will cover it.. even if it has a defective blinker or paint job, or something unrelated to the accident? Absolutely not.

    PS.. if a company takes back a stained mattress, they are breaking state and national law; and risking steep penalties. Those are the companies you need to worry about.. not the ones that offer you a way to insure your investment.

    Sometimes, ignorance is bliss... but not when you are buying something that you plan on spening 1/3rd of your life in.

    Mattress Firm
    Manager On Duty
    San Antonio, Texas

  • Ma
      27th of Oct, 2010
    0 Votes

    Well said my friend well said

  • Hu
      8th of Apr, 2011
    0 Votes

    Most expertly explained mattfirmmanager. Further more which I think was skimmed over obviously you had created some type of stain to start your feverish cleaning of your mattress. There is also the fact that if you have any type of hard water that WILL create a stain on most cloth surfaces. What you are seeing is the mineral deposits. These are the very reasons Mattress Firm offers a Protect A Bed. To protect your investment!
    Not because they are out to get you. And really the only other person you could find having that problem was your wife? LOL

    Memphis, TN

  • Ti
      30th of Sep, 2012
    0 Votes

    It sounds like you are too heavy to be on a pillowtop. That is why it is sinking where your hips are.

  • Bh
      15th of May, 2016
    0 Votes

    When I get into bed and turn toward the middle of the mattress
    I go up hill. when I turn the mattress around it does the same thing.
    What I am asking is, some one to come to my house and look at this
    I would like a new mattress that is not a memory foam mattress.
    I understand that if i have an indentation of 1 1/2 in. or more i
    should receive what i am asking for?
    I have the bill of sale with me.

  • Bh
      16th of May, 2016
    0 Votes

    I am not sure what you want me to do.I see that someone chose Neutral.All I am asking is some-one to come to my house
    and look at my mattress.If I need to pay some-one to come to my house, let me know.

  • Da
      8th of Jun, 2016
    0 Votes

    This company is the worse. It took them 2 months to even contact me about my claim but took the fee out my account right away then they deny my claim because of abuse. I don't understand what kind of abuse I could have done to the box spring. Don't ever buy from this company. They are the worse. I have already warned people.

  • Ro
      12th of Oct, 2016
    0 Votes

    Mattress Firm is scamming people. I am on my third mattress after spending $1, 600.00 and it feels like a hard floor. I purchased a sealy core support pillow top and it feels nothing like the floor model that you lay on. My neck and back is nothing but pinched nerves and pain. My 20 year old mattress that they took away did not hurt me this bad. What you are testing in the show room is not what you get delivered. I am going to contact sealy and bring this to their attention as well. See you in court Mattress Firm.

  • Ug
      15th of Dec, 2016
    0 Votes

    They take a while and their inspector just took photos and if they dont atleast let me get credited what I paid since the pillow top didnt last more than 3 months without sagging in three spots more than 1 and 1/4" since I have physical disabilities and I got a $2000 credit limit, 2 weeks later they switched banks and wells fargo wouldnt honor what they said originally and their new bank wouldnt honor the same thing so I got fcked square one but I believed in the salesperson who was wonderful and I had to come up with extra $ since they didnt honor original agreement and gfriend after chemo was coming back and got a kingsize she said the pillowtop would take a year to soften up and it went to sht in only 3 months

    I will cost them $ and put "FCK MATRESS FIRM" in my car window and go to a store a day and mess their business up if they dont look at the photos they took which their product doesnt live up to the warranty so i hope they give me the credit so i can get a different bed than the pillow top and i would even pay more money and I even offerd to pay $150 just to be able to because I dont like peopel fcking with my rights, my $ and THIS WAS ALREADY A DISASTER and the way their employees spoke about warranty "ITS TAKES A LONG TIME" I SAW THE SAME GRIEVANCES WITH SAME BED AND WARRANTY


  • Ug
      15th of Dec, 2016
    0 Votes

    I had a bad experience all levels

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