Mattress Firm
reviews and complaints

On 2/19/2018, I visited my local Mattress Firm location in Yonkers, NY - I was met by a woman named Nancy. She was sure to tell me about their 120-day no questions ask policy, however, she did not tell me that I would incur a $79.00 delivery fee if I decided to return the mattress.

On April 16th, [Monday] I called to inform Nancy of my decision to return the mattress. The end result was she would have to speak to her manager and get back to me by Friday. I did not hear from them, so I called again on April 22nd [Sunday] and was transferred to her manager, Charlie, who began with a song and a dance; finally, he told me that he would have to get his district manager, David, approval for the return. Seriously! What happened to the 120-day no question ask policy? Their customer service delivery is poor and deceptive. I read many reviews about Mattress Firm where unwitting customers like myself were scammed when trying to return a mattress. Mattress Firm should be required to post a sign in all their stores informing customers that their very generous 120-day return policy comes with a $79.00 delivery fee if you dare to return your purchase. Their behavior is shameful, and I need to be reimbursed the $79.00.

My daughter purchased a mattress (no box springs) from Matteess Firm about a month ago. We were told that the delivery crew would remove the old bed. When the mattress was delivered, the crew refused to take the old box springs and only hauled away the old mattress. Now we are left with disposing of the box springs and not sure what to do with it. Why were we not told that only the old mattress would be hauled away. Not shopping at Mattress Firm ever again.

I purchased my Tulo mattress and frame on march 5th at the Mattress Firm on 939 E Broadway Rd Tempe, AZ. The ETA on my order was made that day for March 24th due to the current promotion on the mattress and the store being out of stock. Mattress firm had 19 entire days to review my order and notify me with any changes to my delivery date. Finally, it's the day of delivery, my boyfriend took the entire day off in advance to be here when the mattress gets arrives because I was extremely busy, working getting ready to have surgery on Monday, March 25th. I scheduled the delivery to take place sometime between 12:00pm-7:00pm and at exactly 10:39am I get a call from "Scott" telling me their was an error with my order and it won't be arriving until Sunday, March 25th. I received that call 1 hour and 20 minutes away from the expected delivery time; an hour and 20 minutes when mattress firm had 19 DAYS to review and make the necessary adjustments to my order. Instead, they decided to neglect the fact that I, the customer, am sacrificing my time and schedule while making special arrangements to make this delivery possible. I would have picked up the mattress myself had I known my time wasn't respected. When I spoke with Scott he said there's absolutely nothing he can do to make the delivery happen that day (3/24), he apologized and said "you should've been called yesterday (3/23) but I don't know why you weren't", which is absolutely inexcusable. He offered to upgrade my purchase with a box spring and refund the $99 cost of my frame.
First off, if I wanted a box spring I would have purchased a box spring. Second, (I don't realize this until later) the frame that I was presumptuously upgraded to is just a regular twin/queen/king universal frame. The frame that I chose in store was a slatted frame for my foam mattress, keep in mind I didn't want a box spring. So, now if I want a lower mattress, like I envisioned during my purchase, I will have to go out and purchase a slatted frame. I told Scott that this wasn't an acceptable offer. I was then told by him that's all he could do, that the price I got my mattress for was already a good enough deal. I got the impression from him that I should be grateful for the price that Mattress Firm was selling mattresses. He implied that he was doing me a favor by selling me the mattress at a discounted price despite the fact that I bought the mattress at the price that it was listed. We did not negotiate the price of the mattress down from a higher amount. The price the mattress was listed at the time of purchase does not in any way make up for the ineptitude of Mattress Firm in this situation, and the insinuation that I should not be upset over the situation because of the already listed mattress price is insulting.

I had to take an unexpected and inconvenient day off of work the following day because Mattress firm was carless with my time.

It''s unfortunate that the customer service I receive was absolutely appalling, because I'm actually happy with my mattress. If I was treated better as a customer spending a lot of money on your products I would be more inclined to refer people.

Order No: S013906663
Customer No: C008929635

I had already purchased 2 full size mattress sets and a king size mattress set before this recent purchase of another full size mattress set. Saleswoman was AWESOME! Delivery was a TOTAL train wreck! Not 1 but 2 delivery men showed up. Not one of them spoke a lick of English! Why on earth would ANY company send 2 men on a delivery when they do NOT speak or understand English?! I did not purchase bed frame for this set, I already had more than a handful in the house that were not in use. When delivery men showed up...wow! We could NOT communicate with them at all! We had numerous bed frames to use but had one already in room where purchased set was to go. Delivery men left BRAND NEW box spring & mattress on the floor! Did not want to be bothered with the frame! This set cost me near $800! I did NOT finance! It was PAID IN FULL! An almost $800 full box spring & mattress set were put on the floor! No communication with delivery men because they did NOT speak English! I had even purchased the $100 cover for the mattress to protect it! These guys left mattress set on the floor! Spoke with I assume was a manager at local store...he was NO help! Was pretty much outright RUDE! Making excuses as to it being POLICY that delivery men put mattress set on the floor because I did not purchase a frame from them! Seriously?! I had planned on purchasing 2 more mattress sets at Mattress Firm for my son who just bought a house. Due to this HORRIBLE experience I will NEVER again purchase from Mattress Firm! I will also go out of my way to be sure everyone & anyone I come in contact with is made aware of this HORRIBLE experience AND poor customer service received from Mattress Firm! I am a VERY Unhappy Customer!

I own eastport music scene 374 montauk hwy eastport ny 11941. My sister, linda peterson, purchased a greeenwood firm mattress full size along with a frame. The mattress is suppose to be "firm". Unfortunately, it is the complete opposite of a "firm" mattress. You have a little saying "if you're not having a better night's sleep, contact your sleep consultant at your local store." that being said, this mattress is either defective or we were shipped a "soft" mattress. When a person under 175 lbs sits on this mattress it goes completely flat. It's not at all firm and extremely uncomfortable to sleep on. Basically, it's no good and as stated before it is either defective or we were sent a "soft" mattress. This is terrible.
Sincerely,
Clifford affigne

Customer# coo6581799
delivery date: 9/10/2017
sku# v000063728

to whom it may concern:
on the above date my queen size mattress was replaced with a new one. In less than the three month trial period the store that i purchased it from came to the conclusion that it was defective. At no fault of mine, i still had to pay a delivery fee. What's happened to treating customers fairly and actually caring? is everything just about making money? even if the customer is right?

it's now been four months since i've had the second mattress. The delivery guy set it up for me and took off the plastic. It seemed fine at the time. I always sleep in the middle of the bed where my body finally adjusted to it. But then came a second problem. Yesterday i turned my mattress because they say you should do this every three to four months. When i sat on the top corner i could feel and hear the springs of the bed. It felt like i had the first mattress again. This is ridiculous.

I think it's great that it has a ten year warranty. But it would be nice to have it without any defects for at least two or three years. I refuse to pay any fees, pickup or delivery charges for something that wasn't my fault.

I am on disability and i am paying off this bed set monthly with finance charges. I apologize for being so harsh, but i suffer from back pain, neuropathy and fibromyalgia. Not being able to sleep comfortably makes it worse.

Can you please help me with this matter a.S.A.P? my email is [protected]@yahoo.Com. You may also reach me at my home number: [protected]. Please leave a message with your name, number and ext if you have one. Thank you.

Sincerely,

Ana Ruiz

We purchased a split king dream bed lux from the Gresham station, Gresham, Oregon store. The delivery crew came out to deliver and they damages our walls up our hallway, baseboards, door casings and the footboard of our new bed frame purchase a week before the delivery. We just completed a remodel of these areas a week prior to the delivery and now we have to redo all the paintwork. We notified Mattress Firm when we purchased to be careful when they deliver as we just painted and remodeled. The delivery crew were leaning up against our walls and doors without any regard for our work on our home. They brought the mattress in and it had a tear in the movable base. We brought it the delivery crews attention and they said "were putting the mattres over it, you'll never see it." This is unacceptable. The delivery men threw cords and boxes on top of our new bedroom furniture without any regard that it could scratch it. We refused the delivery and asked to be sent a new undammaged one. We took at least 30 photos of the damages and informed the store what happened. We emailed the photos to the store. We are now going into a second week and we still have not had anyone come out to inspect the damage or assure us that the damages would be handled. Since Mattress Firm contracted the delivery company, it would be Mattress Firm who should be handing/addressing the damages. We have been contacted by a man named Jeff who advised that he would pass my number to the delivery driver manager. At this time, we have been told the people who were contacting us was not the right person and that they would also forward my number to the right person. So far, we feel we are getting the run around and told that we would be contacted to schedule an appointment for someone to come out and look at the damages. We are beyond frustrated at this point and ready to return the entire purchase. This is just not how we do business and don't appreciate disrespect of our property. We now have to hire our painter again to fix the damages and replace our brand new footboard. I ask that Mattress Firm look into this issue and rectify this situation immediately. We are very upset and very frustrated.

I came to the store and purchased a king size mattress . The salesman asked me for my checking account saying that the credit company wants to see if I bounced any checks so I can get credit for a mattress under $100.00 payment plan.
I purchased a mattress however, Progressive was taking out of each paycheck money which I never authorized. I told them what the salesman did and said I can only afford around $100.00 a month . Progressive wants around $258 .00 a month which I can't afford. I'm a single hard working mom . The salesman wasn't honest with me and now I owe big time & cant afford this payment. How can we resolve this matter ?
Thank You,
Rachel Freed

I filed a warrenty claim more than 7 business days ago still no response I called several times to inquire been on hold for 2hours and my phone went dead all I want to do is make sure someone comes inspect and give me another mattress a mattress is not suppose to cave in after almost 2 yrs I paid a lot of money for my mattress and expect at lease to get it switched out its ridiculous if some thing is not done I will take further legal action

I want to bring to attention how Mattress Firm treats their employees. Thanks to an executive decision, probably from someone much wealthier than I and who have not had any complications from weather events, my husband, in Sales, was placed in danger today. He was forced to work in an area with 3-4 inches of ice on the roads, fell down in the parking lot, and obviously made no money since most honorable businesses were closed in our area.

Mattress Firm, in their greed, chose to try to grab more money, rather than take into account they're employees. He spent the day explaining to customers that no deliveries would be scheduled until after this weather event. What a productive day! After spending 20 min just trying to get out of our driveway of ice, Mattress Firm got their store open, though no one here was concerned with buying mattresses as many are still without power. Shame on you. I am not a litigious person, but you Deserve a lawsuit! Greedy. It is my greatest hope, that Someone in the company will pass this on, though I doubt it. They are pretty threatening to their employees. What a disgusting company.

Purchased mattress in November 2016 and the coils/springs have broken down in four (4) locations. Have submitted pictures of where the sagging/pitting has occurred. The mattress was to be an extra firm. Did not purchase foundation. Paid approximately $1300 for mattress and it is sagging in all four locations. The individual using this mattress weighs approximately 160 pounds and continuously keeps an ache in the lower back. Have tried to sleep on sides and back and that does not help. I continue to sink. I have rotated/turned this mattress and alternated sides each night for sleeping.

Good Afternoon,
I have purchased my last 3 beds when it was still Sleepy's. I went out on Black Friday weekend, with a goal to purchase a new mattress and a new washer and dryer.. So, Friday the 24th of November, I set out and looked at 9 different places to purchase a mattress. I already had the box spring, so only had an intention for a GOOD mattress. I started my day looking at the Hasbrouck Heights NJ location, where I went into and one sales rep was already helping other customers, he seemed friendly... but was busy to give customer service.. So, to start off, the guy available was not helpful, very curt and short and not informative. He did though advise me that for the weekend, they had a free base that lifted the head AND the feet.. So that for me was an interest. After shopping for ONLY mattresses from 1030am to 830pm looking, trying and deciding because I had a goal set to buy one, so I could spend Saturday looking for my washer/dryer. So, I went to 2 Mattress Firms, after leaving the Mattress Firm in Hasbrouck Heights, I went to the one in Saddle Brook, NJ. There was Jim, the Sales Manager. He was more informative with the first guy and I looked at the same mattress I had liked but wasn't assisted in Hasbrouck Heights, so he let me know some information of that mattress as well as a few others I had questions on. He then informed me that the adjustable frame was only the head, I let him know with a description of the sales person, Jim knew right away who it was... so he gave me the adjustable base for feet and head, as shown and told by the first place. So I leave there, to go to Raymour & Flannigan, Ashley, Penneys, Macys, Bob's, etc... All day I spent looking at 9 locations... Though I was offered a great deal at Ashley Furniture, due to a friend of a friend. At the days end, I decided I would go back to Mattress Firm in Saddle Brook and purchase the one I liked most..
Well, here is where the rest begins... I go in on Saturday morning about 1145am, Jim is there, along with another sales rep, Jomo. Since Jim was busy, he had sales rep Jomo assist me with the mattress I decided on.. I already knew what I decided on, so just needed to purchase and order for delivery.. This was now, November 25th, They did the transaction, in which I purchased via my Debit Card/Cash and had cleared my account since the 28th of November. Upon doing so, we discussed removing the old mattress, but I wouldn't be getting rid of the box springs. I would purchase another bed another time for my Son. Well at this point, will not be from a Mattress Firm again! I gave them my address ad let them know they had about 10-12 steps for upstairs. They said no problem, they always have stairs in homes. So, they wanted to set the date for delivery on Monday, November 26th, but I work district level for a major retail company and didn't have an opportunity to be home during that week. II requested, which would give them plenty of time for the following weekend. They gave me Sunday, December 3rd. I was good with that. Well, at 6:45pm, Saturday night, December 2nd, Jim the Manager of Saddle Brook, Mattress Firm calls me stating that the adjustable base is unavailable and they cannot deliver the mattress/base the following morning due to being back ordered, in which he puts blames and states that Jomo should of called me 2 days prior to that because that's when they were notified and didn't. Okay, I understand that happens, I have been in retail for over 30 years. I let Jim know I had already pulled up my old mattress and box spring because I had steam cleaned my carpets before placing the new bed into my room. But from here is where I don't understand how it continued. Jim therefore reschedules and informs me it will definitely be in by the upcoming Friday, December 8th, and placed delivery between 2pm and 5pm, or my other option to to just cancel my purchase.. Why would I want to do that after deciding what I wanted after a full day of shopping, was he kidding me, that is a great way to do business for your company. I said okay, it's no problem for the Friday delivery. I will plan to take the afternoon off to be home. Well, 1:30pm rolls around on Friday, December 8th and still not one word from anyone at Mattress Firm, Delivery or Saddle Brook. So I call the store because I am now home and wasting my time, none the less not at work. Jim is not there and a sales rep, Hyro is there. I speak with him he states that they wouldn't be delivering due to still being on back order. Now I am annoyed. Not one person contacted me at all.. Not via email or my cell phone ad he had no explanation. So Hyro stated to me that due to inconvenience he would upgrade me to the better massaging adjustable base and scheduled me in for delivery the next day on Saturday, December 9th. Well, something told me to drive over there and obtain a new receipt from Hyro. When I went in there for my receipt, he only tried to pull a fast one, after having one conversation of his upgrade, come to find out he placed an order for a different brand of the same thing and had zero intention of even upgrading at all. So we had a conversation and he changed the order and specifically showed me which one I would be getting and gave me the new receipt as I requested. This now reflected on what we had discussed prior to me showing up at the location. I did not appreciate the Sales Rep Hyro lying and falsifying information back to me with zero intention of rectifying the situation to what he had stated he would. Now, I have delivery set for Sunday, December 10th between 9am and 5pm. I get a message the evening prior stating that delivery time was set for between 10:45am and 12:45pm. Great! After sleeping on my couch waiting for my new bed, it was finally coming! WRONG! The delivery men, one young kid who weighed maybe 140 pounds soaking wet and an older gentleman. The see that I have stairs, about 12 steps and therefore inform me they can't lift the base with ONLY 2 of them because it weighs over 250 pounds. So the young kid tells me this and I state that I will have my 6'2" son help them get it upstairs. He calls his delivery manager, who then calls me and initially when I tell him my Son will assist, he says okay but then calls the kid back and calls me back and tells me he can't help them. So I tell the manager that he needs to get the 3rd person he needs then and come back the same day. Well he outright said "NO, NO WE WILL NOT AND CAN NOT DO THAT"! I said well somehow I need my bed and I am sleeping a week on my couch at this point. Since now that is 3 dates I am awaiting delivery and still can't have my bed, that Mattress Firm certainly accepted my money out of my account and cleared since November 28th! Calling the [protected] Customer Service Number is a Joke! You can't even get a real person and it only wants to direct me back to the Store location, which is closed due to Sunday Blue Laws in NJ, but no matter what time or when you call that number I can't speak to ANYONE! That's just crazy. I have a longtime past co-worker/Friend who worked for Mattress Firm and now a subsidiary to informed me of the same number.. So I am now writing this because that again was not successful, and my next is social media. So, since I didn't, now for the 3rd time get my bed, nor get in contact with anyone to assist me, I went back to the Saddle Brook Mattress Firm, which is 3 driveways away from my office and spoke with the "Manager" Jim. He then first thing says to me, "Well you can just cancel your order"! Is he joking! That's your manager representing your company and his reaction and solution is to just cancel my order!? I searched 9 different stores for an entire day and decided the next morning that I had always done well when it was sleepys and what a complete disappointment. So, I tell Jim straight forward, I again work in retail, it is the busiest time of the year and do not have the time with having 7 store locations in my area to travel to be shopping back around for what I already wanted. So he reschedules me again for today, Tuesday, December 12th. Well, last night after getting home and almost 8pm, I hadn't heard confirmation back for delivery.. So I call "Jim" again and he stated to me he called me and couldn't leave me a voicemail that it was full, yet I have my phone on me 24/7 and call back my missed calls and my doctor's office had space for a voicemail, so do not believe he even attempted to contact me, and also stated he emailed me and the only emails I have from Mattress Firm is to Rate the Saddle Brook location, which at the moment, you or they do not want me to do. Nor on Yelp/Google/Twitter/Facebook and my over 1000 plus co-workers, whom will then tell more. Well, when I called, Jim informs me that because I have stairs, they cannot deliver the massaging adjustable base nor my mattress and again I can cancel my order. I said so there is nothing comparable for him to replace and his response was "yeah, there is, but it is not for that price"! I said well, let me think about all of your options and your wanting me to cancel and I will get back to you with my decision. Well, my first decision, as I deal daily for over 30 years of corporate to contact you first and see if you can assist me and rectify the situation as a competitive company and also let you know what you have representing your company before it sees Chapter 11 like so many others. After hanging up the phone last night, I just cried because after all I have been through due to personal reasons, that bed needed to go and the bed I was wanting to have a new start with a new bed. I had purchased a washer/dryer from Sears that same exact day and they called delivered and took my old ones out plan and simple.. and it was heavy also.. No trouble in the world from them.
So all in all, I still 17 days after purchase, sleeping on my couch still do not have a base or a mattress to sleep on and am very far from happy! I was so happy and excited to making a new start and to be happy and I said to my Son last night, It's like when I do things to change and be happy it doesn't work out… and with Mattress Firm, it far from worked out. What an absolute disappointment!
I fully expect a phone call and for certain not anyone from that store in Saddle Brook NJ. I have had enough of their negative reaction and need a resolution to how I will have the massaging adjustable base and my mattress delivered so I can sleep a good night sleep and well before Christmas.
The Saddle Brook Store # 153018
My Order # S009459485
Customer # C008102229
Sales Manager James W. Osterlof
Sales Rep Jomo Paul
My cell phone number is: [protected]
Thank you for your time and expect to hear from someone who can make decisions and rectify situations promptly.

Kelly Jensen, Customer

I bought a bed at outlet pricing and was told that the beds were inspected and no major problems. So I took the risk. I received my bed on December 5th and it looked great. When I slept in it, the one side is much softer than the other. Feels like it was worn on one side. Not something you can see.
When I called, I was told it was outlet and you can't do anything and won't do anything to help me. I bought extended warranty and I have to pay for an inspector to come out and see it.

Really, I am out money for a crappy bed!

They sucker you in with great service to sell but don't care once you get it

Absolutely the worst company that I have ever dealt with. People in store are rude and have no knowledge of what customer is looking for. Delivery system sucks lost two days of work over poor delivery company. I will never buy or recommend this company to anyone. And prices are inflated. I bought a bed set and was not satisfied, second mattress we bought as recommended by the store sales person is not what we wanted either. But was told that's what we need. Now this self proclaimed company won't stand behind there products or store. Sad, so back to the MOM and POP store for me. Just a little person with this worthless company.

Went to the Mitchell, SD. store and spoke with Rich. Along with myself were my two children, the ones I was buying the mattresses for.
I explained this to Rich. I purchased a bunk bed setup so my youngest would not be afraid to sleep in her room.
I did not want to buy mattresses unseen, so we spent 3/4 of the day looking at what the stores in Mitchell had to offer. It came down to Kids mattress at Mattress Firm (foam.), or kids mattress (inner spring .)
Mind you, both kids are standing next to me the whole time, and both salesmen are aware that the beds are for them.
The owner at Montgomery's suggested that the inner spring would be the best option, while Rich claimed the newer foams used now would be the ideal choice.
I made the choice to allow the kids to have a call in choosing their own beds, since I was assured either decision would be good.
Well, that was the week of the Fourth Of July, so just now six months.
My son's bed looks like speed bump, and we kept turning it around and around.
Went to speak with Rich, because there is nothing on the warranty about the salesman selling you the wrong mattress.
What's the first thing he tells me ? "Your son is too big for that mattress!"
My son is nine years old. I ask Rich how he is going to take care of me?
Well all I can do is replace the mattress. (Well Rich, why would you send me home with another "wrong mattress?") or. bring it back and spend another $100 dollars to get the correct mattress.
Rich also bragged about how cost effective the mattress was at $100 dollars.
I want my money back on these mattresses period . $200. Both beds are covered by waterproof covers, and unmolested.
Side note. I have been a salesman in the pharmaceutical business, trained and successful.
I started my own local business two years ago. I live, and operate in and around Mitchell, SD. and will share profusely my experience with everyone that will listen, so I will let you decide how this story will end.

Emily, at the Mattress Firm on 72nd and Broadway, is probably the worst individual I've encountered in sales or customer service. After calling nearly a dozen times and guaranteed she would "call right back?" She wouldn't. We asked a simple request, to arrange of certificate of insurance so the delivery would not be denied...no reply. How she has a job? I have no idea.

I have been ripped off by mattress firm rep in Mesa, az. 85201
My wife and I decided to purchase an mattress with base mattress hat we can use remote control to raise our mattress up or down. The salesperson name . was Tex mex. something like that, we had an agreement 12 months interest free if paid off by then, meanwhile I had funny feeling that I'm paying too long and had my wife check good enough we had to pay over $3, 000 just for one mattress and baseboard, we suppose pay some where's $1900 give or take but no we paid over $3000. Tex mex no where's to be found we are on disablity do u seriously think I would pay $3000 just for one mattress I cud get better pricing and deals else where's if I knew he would rip me off, I want to appeal for this its outragous. I cud get KING BED if I knew would rip me off 3000. I am hearing impaired can't call you so I use email. Appreciate if u can will work with us over this matter, seriously if I knew I would NOT BUY.ripped me off plan and simple.

I filed a claim on my mattress that was purchased on January 10, 2017 because we are sleeping in holes. I get a response of it's normal wear. No, it is not. These indents do not come up we sleep in holes literally. The first time I filed a claim on a bed that at least lasted 5 years they replaced. We have only had this mattress since January and it's already shot. It's ridiculous that the consumer has to pay for inspection then when you go to store the voucher doesn't cover another mattress plus you have to pay a ridiculous delivery fee of $79.99. I have been buying beds from this location for many years. I have seen them change names I don't know how many times. All the other beds lasted longer than the ones from Mattress Firm. I will never return to any Mattress Firm again. One of my daughter's beds is doing the same thing. Mattress Firm's products suck.. Waste of money that I don't have to keep replacing beds. I'm so disgusted.

We bought a floor model high end mattress set at the Texas State Fair a week ago. We got a great deal, or so we thought. The mattress has not even been delivered yet and we have discovered that the salesman lied (hard to believe, right?!) to us not once, not twice, but THREE times in writing! There must be some legality associated with this shady sales tactic, and you can guarantee that we are looking into that. First lie: 29 month interest free. Turns out that does not even exist! Got an email from the finance company the next day- Interest free for 12 months, NOT 29 like the salesman misrepresented. I called the salesman and left a voice mail, he did not get back to me for 4 days- and then it was only because I called corporate- to top it off he didn't even call - he texted! Very unprofessional. Second lie: Delivery will be on October 21, between 8am-6pm. I called the day before to try to get a smaller window, and guess what? Mattress not scheduled to be delivered until the 28th! That is a WEEK further out than what our receipt states! Third lie: 120 days Mattress firm love it or we'll take it back and replace or refund your money guarantee. Turns out- that does not apply to floor models. I called Mattress firm corporate and asked if they would honor that guarantee because it is what we were promised. I thought they might show some good customer service since we were lied to THREE times by the salesman at the fair. NOPE. Mattress firm does not care. I feel like a fool. I will NEVER shop there again and I will be spreading the word via every avenue possible. This is NOT the way to treat or retain customers. The deal seemed almost too good to be true- because it wasn't. I hope at the very least Mattress Firm will take some kind of action in regards to these shady and unethical sales tactics.

Absolutely disgusting what I had to go through. I bought a Hampton and Rhodes HR320 10" Cushion Firm Mattress two weeks ago and right after its delivery, I started using it.
On the 4th night, I noticed several small bites on my skin. Had to check all over the bed and the mattress as well and I found little bedbugs. To say that it was beyond disgusting mattress is like to say nothing. I have no pets, I live on the 5th floor, my apartment is clear, my neighbors don't lead a terrible life or stuff like that. No reason for bugs. Moreover, it was the first time in my life when I experienced this.
However, they refused to do anything about it and blamed me for having the bugs, stating that their mattresses simply can't be infected with insects. I have no doubts they can.