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1.4 272 Reviews

Mattress Firm Complaints Summary

19 Resolved
241 Unresolved
Our verdict: If considering services from Mattress Firm with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Mattress Firm reviews & complaints 272

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8:42 pm EDT

Mattress Firm sales rep was inappropriate

My daughter and I visited one of your stores in Christiansburg, VA today July 23rd 2017. We came in to inquire about the Queen Mattress on sale for less than $200. The salesmans name was CJ and I told him that I am looking for a new mattress for my daughters new apartment. He asked if she was a student at Virginia Tech and she said no but that her fiancé is a student at Tech. Once he found out she was engaged he began to act funny. Another couple walked in to look at the mattresses on sale as well but did not show them much attention. We were ready to leave and asked for his card. He then came up to my daughter and said, "I know you said you were engaged and I just want you to know I had a really crappy weekend, I got dumped." He then went into personal details about the breakup and then asked what he could do to sale us a mattress that night. I stopped him and took my daughter out of the store. He made her extremely uncomfortable and was I really bothered by it. I normally do not complain but we both left feeling violated and we will NOT be buying a mattress from your store because I do not want him to have any of my daughters personal information.

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2:54 pm EDT

Mattress Firm mattresses and vibration system

On 4//1/13 we purchased a split King with the vibrating adjustable box and frame from Mattress Firm. Total Price: $11, 286.88... For about 8 months, all was fine. Then I called and complained there was a problem. After 5-6 months of sleeping on a extremely lumpy bed I called many more times and was told me I couldn't get my money back but they would exchange my mattress. I informed Mattress Firm's Claim Department it was a manufacturers defect, as the layers of foam had come apart and had large rolls of bumps protruding up to 5 inches high. On 11/24/15 (19 months) after many pictures were sent they admitted there obviously was a problem and that I could have my mattress's exchanged for a new mattress. There are 2 XL Twin beds that make up the King size so independently they can adjust the rising of the head or feet. Now after 17 months the bed is not holding up and sagging in spots so I roll into a hole and can't get out except with great difficulty. I called the Warranty department again and they said since they helped me once, they won't help me again. I was told there was a 20 year warranty on this bed when it was purchased. I have had nothing but problems with this whole transaction. I will never recommend anyone to buy from this company unless I get satisfaction.
I have receipts and copies of receipts, photo's and all documentation.
Ted Harty

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12:19 pm EDT

Mattress Firm customer service (or rather lack thereof, and inability to receive my refund

To whom it may concern
RE: customer service and refund
Date: [protected]
I purchased mattress and was informed by the sales person (manager), of the date and time for delivery and the delivery persons would call prior to delivery.
The notification time I was given by the sales manager, passed, therefore I telephoned her informing (tried to at least), her of what happened.
She interrupted every sentence that I began and she was extremely crass in her conversation delivery.
I then chose to go to the store and cancel the order. She was extremely supercilious and disdainful in her conversation.
I asked for the contact person whom she reports to and she refused to give me the information, and be egotistic stating “I am the only district manager” in this area.
The intent of this email is to first locate my refund as this has been some time ago, and I do not have my refund.
Secondly, I want to report the conduct of this person to someone of authority.
Erratic sales manager: Chelsea D. English
Customer Number: C006101237, Order Number: S006537487
My telephone number is [protected]
Extremely perturbed
Denise Brogdon

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Melvyn T
, US
Jun 10, 2017 7:01 pm EDT

Agree totally except the local store staff tried to be very helpful and were frustrated by the lack of cooperation from district manager and delivery dispatcher. Felt bad about cancelling the order because the salesman lost his commission- second time that week. For the full scoop see https://www.bbb.org/houston/business-reviews/mattresses/mattress-firm-corporate-locations-office-in-houston-tx-18978

Keep away from this unscrupulous company like the plague!

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7:10 pm EDT

Mattress Firm getting the wrong mattress

My name is Michael I Perched a mattress yesterday when I got it home an out of the Plastic bag I noticed the mattress was not what I sampled in the store And called Tony the store Manager an sad I think I got the wrong Mattress cause the one I have is way to firm ...with out a moments thought He told me to sleep on it for 30days & break it in then bring him $149 & he will give me the one I seen & not the one I got But I have Back problem's as it is Can you Please Help me I'm retired on a Fixed income Please

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1:42 am EDT
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Mattress Firm red carpet delivery service/for mattress & bed frame

On April 2nd, I purchased a Beauty rest mattress from the Antioch/Brentwood, CA location, which included a java bed frame. These items were supposed to be delivered and set up on April 8th. On April 8th, the "Red Carpet Delivery" service through Mattress Firm, delivered the mattress and box springs, but delivered the wrong colored bed frame (light wood, instead of dark wood). I refused the delivery of the bed frame and immediately contacted the store. I spoke to an employee at the store who apologized and reassured me that they would re-deliver the correct bed frame on the evening of April 9th. The delivery service arrived on the evening of April 9th, and delivered the correct bed frame, but when checked, I found several scratches and indents in the rails. On top of that, they neglected to bring any screws to install the bed frame. It is April 10th now, and I still don't have my bed and bed frame set up. I re-contacted the store on the morning of April 10th, and spoke with an employee who stated that they would take care of it and get back to me. I did not hear back from the employee. I am extremely dissatisfied with the service (particularly) the delivery service, and am never going to buy from Mattress Firm again. This is very upsetting, and ridiculous to think that it will take 3 delivery attempts to get my bed completely set up. It should be noted that I have had to sleep on my couch the past 3 days because of this issue.

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5:45 pm EST
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Mattress Firm simmons beautyrest queen

I have a simmons beautyrest that is sagging on the right side and the storage box spring is broken. After having inspection kit and sending pics, I was given a $1210 credit and purchased a replacement, on delivery was told there were stains on my mattress. To look at the mattress they can't be seen (if they are even there) delivery man was disrespectful, rude and combative with my husband and myself. I do need to add I am a heart patient and was very stressed by the whole disgusting situation, bringing my heart rate up into a dangerous zone, at which point i was taken to the ER on orders from my Cardiologist. Delivery man said he took pictures and you could see the stains in the pictures, but absolutely refused to show us the pics. Then my husband asked for his supervisors name and phone number, he absolutely refused to give him either. My husband asked him no less than 10 times. He threatened to call police on my husband, and continued to be disrespectful. I have called the warranty department a few times and explained this situation to no avail. I truly and so dissapointed in Mattress Firm as a company. If this is the way you treat your customers I will never purchase from your company again and I will spread the word to my friends and family members to not shop with Mattress Firm.

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8:50 am EST
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Mattress Firm beautyrest ultimate firm mattress

I bought last year what I was told was sleepy's finest and strongest beautyrest mattress model s151715/omat. After less than a year it started to breakdown. And slope. With a cost of over $4000 for a mattress I thought it should last at least 10 years. I asked for help and was called and told a measurement kit would be sent. I had to call again after 2 weeks and they never sent it. The kit turned out to be impossible for a senior to manage. So I waited another 2 weeks for an adjuster to arrive. After another 2 weeks I had to call to find out bed had in there opinion a 1 1/8 drop and would not be considered defective till it was 1 1/2. The slope was more severe in my opinion. Jake a "supervisor" said they'd come back in 90 days and in the midterm he suggested I buy a mattress topper. The concern and stupidity of that suggestion appalled me and I hope it convinces others to never buy from mattress firm who has now taken over my claim. The model seems to have been withdrawn because they most likely have had other problems and the longer they can stall the less value the mattress will have. If anyone reads this and knows how to help me resolve this please contact me at [protected]@aol.com thank you

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6:31 am EST

Mattress Firm worst shop ever!

Their website was easy to use, but unfortunately that's the only good thing I can say about these guys. I bought a mattress from them and it was delivered to the wrong place. Mattress Firm support seemed to care but he didn't. He said that I'll get my mattress soon but they need some extra days. I agreed to wait but days passed, there was no order and no information about it. I tried to get a refund but they claimed that my order was on its way and that they couldn't give me a refund. These scam artists still have my money and my mattress did not shop up. It is now over a month and they keep telling me I that I need to be more patient. Worst shop ever!

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11:31 am EST
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Mattress Firm selling product not fit for use

Not fit for even a 40lb child
I purchased the twin mattress 2 weeks ago from a Mattress Firm near my home. It was for the top bunk for my 5 year old daughter. When I was in the store, I looked at the mattress and felt that it would be sufficient for my 5 year old that weighs 40 lbs. Since she started using it, she has been complaining that she could feel the coils when she sleeps on it. I tried to return today and they told me for my $89 mattress, they would charge a $79 cleaning fee! I did not read my sales contract but the return policy seems to not be a true return if they will only give me back 11% of my purchase price! That is not a "money back guarantee". Also, the $79 represents a cleaning fee! Yuck! They are actually selling me a used mattress from other returns? Also, I asked about upgrading the mattress to a pillowtop. I asked it they could price match since that is their policy to match any advertised price. The salesperson said no! They could discount their price, but could not match. They post that they have a price match guarantee. Don't buy from Mattress Firm. The location that I purchased from is at 12602 Westheimer Rd Houston, TX [protected]. I researched on purchasing mattresses online but wanted to keep my business local. It was a mistake!

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2:42 pm EST
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Mattress Firm service

The store Manager Brittany Youmans at Covington South, Louisiana, seduced and had sex with my husband in the store while he was shopping alone for a mattress.
She told him that she regularly has sex with her co-workers, specifically mentioning a guy called Doug from North Dakota, who had flown in from corporate offices in Texas. She described a number of sexual acts involving a group of her co-workers and she offered my husband a sizeable discount on his purchase if he could satisfy her sexually on a display bed.
She then practically forced herself onto him and my husband could not resist. It has destroyed our marriage.
This sort of thing should not be allowed to go on in a place of business.

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The mattress cop
, US
Feb 04, 2017 11:44 am EST

NOW thats a sales pitch! As Alec Baldwin said in Glengarry Glen Ross. ABC...always...be...closing. PUT THAT CONDOM DOWN... Condoms are for closers. Just be glad it wasn't Doug.

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Karen Jindrich
, US
Mar 24, 2017 11:45 pm EDT

Lmfao!

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4:11 pm EST
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Mattress Firm warranty issue

My husband and I bough a Beautyrest mattress in the fall of 2011. Up until now we loved our mattress. This past October we noticed that a spring broke and put a hole into the Side of our mattress. Once noticing the hole we immediately notified sleepy/mattress one. After sitting on the phone for over an hour waiting for a customer service representative to answer, I explained our issue with our mattress she took all of our information and told me to expect a phone call in two weeks from an inspector. Two weeks came and went and no one called. I made several attempts and long waits on the phone for a customer service representative. Finally I reached one who assured me that they were going to having someone call me back. Once again after waiting 10 days I never heard from anyone. Then lone and behold a inspector call me (Pat Monaghan) around Thanksgiving and proceeded to tell me that he could not come out to inspect our mattress until 12/22/16, I agreed and continued to sleep on a mattress that was killing my back. Pat came on 12/22/16 and submitted his report that day. As of 12/20/16 no one had called us back regarding his report, I then called in t0 the customer service of mattress one/sleepy and had a 85 minute wait to talk to someone. Frustrated and exhausted I called the local store in my area they referred me to a store in a town away from mine because the area manager was there and could help me. I called your Shelton, CT store and spoke to the area manager (Bilal) I let him know everything I had been through with your company and he told me he would call me back in 10 minutes ( in the back of my head I said yeah right this company doesn't do anything right). To my surprise he called me back and said he would be in the store on 12/31/16 and to come in and he would help me. On 12/31/16 with limited time I went in and he was informative, educated and a perfect customer service person. He answered my many m any questions and educated us on our many options. He held up on his promise to help me out we did not pick a mattress out that day do to the fact that we were going out for New Years Eve and we needed to go home and get ready. We did return on 1/1/17 and he made due on his promise to help me he expedited our warranty issue we made our choice and we even got financing because we went for a more expensive mattress. Our delivery was scheduled for 1/4/17 ( that is when our nightmare with your company began!) The delivery man refused to take our mattress and deliver our new mattress because he said there was a stain on our existing mattress and he couldn't do the transaction. My mattress had a mattress cover on it that we purchased from you when we got the mattress in 2011. There is and was no stain on this mattress. I was so irate I called Bilal, I didn't get him but I got a wonderful woman named Barbara she was compassionate and caring and really cared about how we were wronged and wanted to help us make it right. After many attempts made by Bilal and Barbara to the warehouse manager and the regional manager and many pictures provided to both of them they chose to say the warranty would not be upheld because of a stain that does not appear anywhere. After being completely disappointed and very sore because of damage done to my back because of this mattress, I went to Pilgrims and got another mattress and it is being delivered to my home on 1/7/17. I want some kind of resolution from your company I don't think its fair that I bought this mattress and I did everything right and you wont uphold your end of the warranty . If I don't hear from someone so0n I will put your unethical business practices all over social media and I work in a profession where I see 100 people a week and they will all know what happened and I will let them know never to set foot in your stores again. I truly hope I hear from someone before it gets to that point! ''''''''''''

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9:45 pm EST
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Mattress Firm mattress firm empty promises - will not refund money

To whom it may concern,
We purchased the Tempur-Contour Elite mattress on 24th of August in Mattress Firm Store in Orland Park Illinois. We read a lot of good reviews about the Tempur-Pedic mattresses so decided to try it despite pretty high price. I do have two herniated discs, and was trying to find a mattress which would help me to get a good night sleep.
Unfortunately the mattress did not work out very well, so we decided to go back to the store and talk to the sales representative about it. When we explained the situation, that our sleep was getting worse and told that we would like to return it, he strongly advised to try another mattress. We did ask our salesman about the possibility of not finding comfort with the new mattress as well. We were assured not to worry about it, that we will be able to return or exchange it if need, that Mattress Firm return policies are very flexible, that we have almost half a year to return or exchange the mattress, and that Mattress Firm wants their customers to be happy so they definitely will take care of us. Somehow, intentionally or not, he forgot to mention one little detail that mattress firm only offers one return or exchange and only within 120 days. Unfortunately that we got to know only when calling in last week asking to return the mattress as our sleep was getting worse and worse, and we were waking up with terrible back pain every morning. Despite the assurance of the sales person that we need to sleep on it longer than just couple weeks that the mattress needs to adjust to our bodies and it takes a while, it only got worse and to the point where we started using our old spring mattress and had to put the new one next to our bed.
Our efforts to return the mattress did not give any results, as we were told that Mattress Firm policy lets us return/exchange the mattress within 120 days and we only have one time to do so. The same we were told by manager even after explaining the whole story and telling about the promises we heard from the sales person. I even had to listen to him saying that I would say anything now just to return the mattress. The manager’s answer to my offer to make a conference call with the sales person who gave us all these promises and ask him about them again was: “I will not make any conference calls!”
All I wanted them to do, was to honor their promises, which they made all along the way. Unfortunately it looks like they will promise anything in order for you to keep the mattress within the return/exchange policy period. After that you are on your own.

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10:32 am EDT

Mattress Firm sagging tempurpedic 150 days old 4000.00 dollars

mattress firm says they donot handle temperpedic warrantys I have to file a claim with temperpedic very rude customer service in store said too bad also refuse to call company manage told me to go on line to contact temperpedic myself all I want is replacement or upgrade if I have to

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3:00 pm EDT

Mattress Firm false advertising

On 7/30/2016 I purchased a mattress set from this location at $2446.82. They have a price match guarantee when you find the same or similar under a different name for match the price plus 10%. I found the same for $ 1947.00 yet they refused to honor the price match. Kept giving me a song and dance that the alcove was exclusive to them.. I pointed out they guarantee stated (Same or similar) they still refused to honor their advertised guarantee. That is $549.81 dollars they are in effect stealing from me. Not to mention false advertising.

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9:49 am EDT

Mattress Firm order fulfillment

I applied for the card, approved online, selected the go shopping link and could not use card. A few days later, finally, I could shop. Ordered merchandise, and now, over a month wasted, and numerous voice mails and emails cancelling order, got email from Olejo.com telling me I'd be getting a tracking number this week. No idea what it was for, went to olegostores.com, and chatted, text is below. Horrifying if you ask me! Read on:

----Chat start----

Nan: Summer Savings Offers.
GET AN EXTRA BONUS ON YOUR ORDER !
Enter your name and email address, order here and receive your bonus. 100% secure.
Me: I got an email saying thus:
Good afternoon,

Your order is set to ship on 7/12/2016 and we will provide tracking information this week.

Thank you!
Customer Care
What did I order, I might have lost track of something I suppose?

When you place an order with your chat agent, please mention code MGR19 for an added coupon savings. You can call us at [protected] between 9am-5pm EST. . Thanks so much!Jen GrassanoOlejo Chat Team Manager
Me: Anybody there?
Nan: What is your order number?
Me: I have no idea, the email does not provide that, it's from [protected]@olejo.com, if that helps. I notice not olejostores.com. Also, my email addy is ?@?.com if that helps.
Nan: your name please?
Me: My name here. I think possibly I ordered from amazon or wherever, and this could be something else I'm waiting for, but I've no idea which or if that's so.
You there?
Nan: .checking the name
Me: Aack, must've not pressed enter before, sorry...
Nan: You ordered a queen bed set shipping out today. . It will be delivered in 7-10 business days. A tracking email will be sent to you next week
Me: I tried to order from Mattress Firm a month ago, don't need it, got a friend with a pickup truck and we got one local...
Nobody would answer the phone, emails were ignored, and chat feature on Mattress Firm website directed me to call number but no answer, only leave message. I told 'me I didn't want it over 3 weeks ago.
Please don't send anything, I don't need it. Those poor confused folks at Mattress Firm apparently are thoroughly disorganized and incompetent, too. So sorry.
I had to have told them several times leaving messages that first, to get on the ball or I'd cancel, then to cancel the order a couple times. They did authorizations on my credit card twice for the one attempted purchase, too.
Something is weird about your chat system, it does not always send when I hit enter, and multiple messages from me seem to want to run together.
Nan: I will submit this information to customer service and copy you on the email.
Me: You there at Olejo affiliated with Mattress Firm? If so, I'm sure you know about the obvious problems they have fulfulling and keeping track of orders.
Nan: The request fro cancellation was sent.
Me: Please tell them to remove the authorizations from my credit card to, and I'm likely not to consider doing business with them until the current universe's life span is tripled, or until they get their act together, whichever is later. That's about 35.2 billion years from now.
Ignoring my messages and letting things get to this point is simply not good. Whoever's responsible should be sent to Siberia and allowed to dig deep holes in the ice and refill them for a couple or three ice age cycles. Figure at least somewhere in the neighborhood of 100, 000 years I suppose.
If you are able to force the accountability issue, I'd appreciate it. Whoever caused this to happen, and I'm pretty sure more than one person, numerous people and multiple policies and various performance metrics as well as general business standards were absolute fails on this one.
Nan: Thank you for your comments, I will forward them to customer serviice
Me: Please advise customer service that their name is a lie, it's customer disservice, rather more significant than the AT&T disservice Clark Houard the consumer activist likes to pick on.
Anyway, I've gotta be outa here, it's my birthday, and also advise customer disservice that I appreciate the awesome "present" they've provided. It's the most fantastic mistreatment I've ever received as a consumer in my life that I can remember, and I have 54 years worth, nothing comes very close at all.
By the way, what was this baloney about Next day and red carpet delivery? Is that some kind of joke, or a never-never land fantasy, or what?
Are you there? I suppose you could me mad at me and giving me the silent treatment?

At this point, no responses for over 45 minutes.

----Chat end----

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4:33 pm EDT
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Mattress Firm mattress sagging, warranty claim denied

After only fifteen months of use, our mattress has developed a "sinkhole" on one side of the bed. If measured properly, the deepest part of the indentation is over two inches in depth. The warranty requires that it be at least one and a half inches in depth to qualify as defective and in need of replacement.

The mattress is a "Simmons Beauty Rest Fischer Island Recharge". Upon contacting the Simmons Mattress company, I was told all warranty issues were handled by Mattress Firm and that I should contact them. That sounded odd to me but I followed the standard procedure for initiating a claim through Mattress Firm.

It took several months and repeated calls before Mattress Firm finally sent out someone to "inspect" the indentation in the mattress. The man who came to my home indicated that he didn't work for Mattress Firm or Simmons Mattress Company but was an independent contractor hired specifically to inspect mattresses for warranty claims. That in itself told me my warranty claim was going to be denied.

The measurement device that he used was clearly designed to alter the depth of the indentation in favor of warranty limitations. Keep in mind that a mattress indentation is like a crater, sloping downward from the normal level of the mattress surface to the deepest part of the sagging area. His "measuring device" had an upright ruler attached to a platform. A string was loosely laid over the surface of the bed and indentation. The platform was placed inside the indentation.

Here's the problem...the platform or base of the measurement tool was wide enough to reach the sloped sides of the sagging area, thus elevating the platform such that the ruler above it would measure the sagging area at less than 1.5 inches. In addition, the platform itself was about 1/4 inch thick. A person would have to be a ### not to recognize this as a method of measurement designed specifically for denying the customer's warranty.

A few weeks later, I received a letter with the results of the "mattress inspection". You guessed it; my warranty claim was denied.

If you were to look at a photo of when I measured the indentation at the deepest part, it was clearly deeper than the required 1.5 inches. This sinkhole is over two inches in depth...and this is after only one year and three months of use.

I'm sixty years old and every mattress I have ever owned in my adult life lasted five to eight years and NONE of them ever sagged like this one is sagging in only fifteen months. The Mattress Firm however, insists this is "NORMAL". I'm sorry, but I don't think anyone who looked at this sinkage area in my mattress would say it's "normal" for fifteen months of use. What on earth is it going to look like in five years?

I have tried calling, emailing and sending letters by regular mail to appeal the decision made by this independent company but Mattress Firm has yet to respond. I even sent two letters via FedEx to the CEO of Mattress Firm discussing the condition of my mattress and respectively asking for a replacement mattress. Mattress Firm has not even provided me with the courtesy of a response...not even a generic response.

My advice to anyone on the market for a mattress, is to read as many reviews as you can find online about the mattress you plan to buy. Find out if the manufacturer handles the warranty or if the retailer handles the warranty. Only purchase a bed set guaranteed by the manufacturer because if you have to depend on the retailer to honor your warranty claim, you can forget it...especially if it's Mattress Firm!

I only wish I had done as much reading about this mattress and Mattress Firm. Had I done so, I would not have purchased this mattress OR purchased it from Mattress Firm. Mattress Firm is happy to sell you a mattress but are impossible to deal with when it comes to warranty claims.

Check for yourself if you don't believe me. There are hundreds and hundreds of negative reviews about Mattress Firm's customer service when it comes to warranty issues...and just as many negative reviews about the Simmons Mattresses.

Bottom Line, avoid both.

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kmllink
, US
Mar 18, 2020 8:48 pm EDT
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I am facing the same exact scenario as you did. I bought a Beauty Rest mattress and was also referred to mattress firm for warranty claims. First of all Mattress Firm has done me wrong in the past so I knew it wasn't going to go good. I did the online warranty claim with many pictures and their denial response was the frame wasn't sufficient when in fact the frame was above and beyond what was required. And just like yours I'm sure, when you laying in it is much worse than the picture itself as the inside of the mattress is so broken down. My son is only 9 and mattress is less than 3 years old. Nobody holds these people accountable. I will never ever buy another simmons or beauty rest or anything again ever from Mattress Firm again. I would just as soon lay on a rock rather than know when I buy from this company, i will somehow get ripped off.

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12:54 pm EDT
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Mattress Firm unethical behavior by management

March 19th I went to Mattress Firm at 4910 E Ray Road, Phoenix AZ 85044. The store manager, Josh Brown was working. When we entered the store a customer was walking out and replied, "Good Luck" to us. We should have left then but Josh seemed nice enough until we explained we had a certain mattress in mind and had been offered a family and friends discount since I work at a local television station. He seemed to want me to prove it, so I began searching for my email. He then shut sown completely when we chose a half price clearance mattress. He got very rude and we explained my daughter is moving into a new apartment her friend went to a different location of Mattress Firm in Scottsdale and bought the mattress. He was also given the friends and family discount as well as free shipping. We only asked for what we knew some else received the day prior.
We left the store and the next day went to the old Debby Gabby store across the street and had a nice person Lincoln waiting on us. I told him we wanted a specific mattress that he didn't have, and he called across the street and talked to josh. Josh immediately spoke to him knowing it was for us, and REFUSED to sell us the mattress, stating he would only sell it as a set. I drove across the street asked for his business card, and he responded, "Are you going to tell on me now"?
I am a sales person for twenty years at the same station. I was appalled at how he treated my daughter and I. We did go to another Mattress Firm and buy our mattress we could not get the discount her roommate/boyfriend received because this store talked to Lincoln at the other store and Josh too. Very disappointed in the collaboration as well as rudeness given to myself and my daughter. I have thought about filing a complaint for two and a half weeks, I do not normally complain but Josh is a terrible manipulative man who should not be representing your store.

I will never go back, nor my friends hopefully as I begin to post on social media.

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2:05 pm EDT

Mattress Firm sealy posturepedic mattress

I purchased two full mattresses, Sealy Posturepedic with frames, on Sept 25, 2015. I called the store to tell them of a problem with said mattresses sagging, October spoke with sales person who sold merchandise to us. She stated we would have to call back when the supervisor was there. Shortly following this call, my husband had a stroke. We were traveling back and forth to the Arizona Heart Institute, where he was operated on. With all this going on the mattresses were forgotten. Once he was recovered, I once again called the Mattress firm store. This time I spoke with a man, who told me it was to late to replace the mattresses, and referred me to the customer warranty dept. I feel the people in this store are taking advantage if the public with defective merchandise and deceptive practices.

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9:55 am EST
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Mattress Firm horrible service, no delivery, no communication.

Mattress firm treats cancer patient horribly! Having been recently diagnosed with cancer of the esophagus, adenocarcinoma, which was caused by problems with acid reflux over the years, my dr. Suggested that I get an adjustable bed to help prevent acid from continuing to damage my esophagus. I went to mattress firm in spanish fork, ut, and ordered my bed. I arranged for deliver the following wednesday (Not sure why they advertise same day delivery). I took the afternoon off to wait for my delivery. At the end of the delivery window, I called the store and was advised they would look into it and call me back. Earlier on wednesday, I removed my old king size bed, which was extremely challenging for me due to chemo and radiation treatments. After waiting 45 minutes for a return call, my wife drove to the provo location (The salesperson at spanish fork didn't know how to enter the order so he called provo and had them enter it. I had to drive to the provo location to complete the order and pay a portion of it). The sales person at provo, who was busy eating pizza, informed my wife that "something happened with the truck and it wasn't coming until the following tuesday". He claimed they tried to call me but my voice mail wasn't set up. My wife disagreed with him and after looking into it, he agreed that is was someone else he was trying to call. My wife asked who the boss was and they informed her it was "ashley" and he provided the phone number. When my wife returned home, I called and left a message for ashley and was told she would return my call in about 10 minutes. I then called and emailed the corporate customer service number. No response! I called and emailed again on friday morning, and then contacted someone through their chat feature. I was advised that a supervisor would call me shortly. I called and left another message for ashley at that point. Saturday morning, after not receiving a response, I had my wife drive me to the provo store to cancel my order. How does this company stay in business with this kind of horrible service. When cancelling my order, the representative advised me that my original salesperson was "fired last week". I'm not sure why she felt that breaking the law to tell me this was going to make me feel any better, or provide justification for the treatment I received. Not one person at mattress firm was professional or helpful. Thanks for putting me through the extreme exhaustion in removing and replacing my old bed. Thanks for your complete lack of communication. I had 5 total contacts with your employees, and not one of them attempted to solve the problem or communicate information!

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6:07 pm EDT

Mattress Firm complete failure to deliver

I purchased 3, 110.73 in mattresses and bedding from the Mattress Firm in Provo, Utah on 9/6/2015. I Matt, the sales person was absolutely fantastic! He arranged delivery to my home of all items on Saturday, 9-12-15 at approximately 9 am. Saturday came and at 11:30 am, I had not received my purchase. I called Matt and asked where my delivery was. Matt made some calls and discovered that not only had the warehouse not fulfilled my order, they did not have the complete order available. I was disappointed, but agreed to accept two of the three mattresses on Monday, 9-14-15 at approximately 12pm. I was assured that the delivery would be made. On Monday, 9-14-15, I received a call from Matt explaining that the delivery wouldn't becoming because the warehouse was unable to fulfill it. Matt, apologized and tried to arrange another time. Having had enough time wasted sitting around waiting for things I had paid for and my children sleeping on the floor waiting for beds that never came, I cancelled the order and asked for an immediate refund. Matt said that it would take 5 days to get the refund of the cash I paid for the bedding. I told Matt that was not acceptable as I needed the money to purchase beds from somewhere else and I didn't want my kids sleeping on the floor that long. Matt, who has been amazing through this whole situation said he would call his Area Manager. a few minutes after speaking to Matt on [protected], his Area Manager called and basically told me there was nothing he could do. He explained that the refund had to be approved to confirm the condition of the merchandise that was returned. I told him that I never received the merchandise. He didn't know what to say. I did drop the F-bomb once, and all he could do was get upset at me for being angry and saying a naughty word. What a complete failure in following though on a purchase. It cost me time from work, a missed soccer game and two wonderful kids without beds to sleep on. Matt was great. Nothing but thanks.

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Mattress Firm Customer Reviews Overview

Mattress Firm is a retail company specializing in a variety of mattresses, bed frames, bedding, and sleep accessories. They offer products from numerous brands, catering to different comfort preferences and price points. Customers can shop in-store or online, with services including sleep consultations and home delivery. Mattress Firm also provides financing options and frequently holds sales events. Their aim is to assist shoppers in finding the right mattress for their individual sleep needs.

Mattress Firm In-depth Review

In summary, Mattress Firm is a reputable provider of mattresses and sleep accessories with a wide range of products that cater to various preferences and budgets. Their customer service is commendable, and they offer a sleep trial to ensure customer satisfaction. While some may find their prices higher compared to competitors, the financing options make purchases more accessible. The company also shows a commitment to sustainability and community involvement.

Company Overview

History and Background: Mattress Firm has established itself as a well-known mattress retailer in the United States, with a history of providing a variety of mattress options and sleep solutions to customers.

Locations and Accessibility: With numerous stores across the country, Mattress Firm is easily accessible for in-store shopping experiences, and their online platform extends their reach to those preferring to shop from home.

Product Range

  1. Types of Mattresses Offered: They offer a diverse selection, including memory foam, innerspring, hybrid, and adjustable mattresses, catering to different comfort preferences.
  2. Other Sleep Products and Accessories: Beyond mattresses, Mattress Firm also provides a variety of sleep products like pillows, bed frames, and mattress protectors.

Pricing and Value for Money

Comparison with Competitors: Prices may be on the higher side when compared to other retailers, but the quality justifies the cost for many customers.

Financing Options and Payment Plans: They offer financing options, making it easier for customers to invest in a good night's sleep without immediate financial strain.

Customer Service

  1. In-Store Experience: Sales representatives are generally knowledgeable and helpful, assisting customers in finding the right mattress for their needs.
  2. Online Support and Responsiveness: The online customer service is responsive, with various channels available for support.
  3. Delivery and Installation Services: They provide convenient delivery and installation services, although some customers have reported delays.

Quality and Comfort

Material and Construction: Mattresses are made from quality materials, offering comfort and support.

Durability and Warranty Policies: Products typically come with a warranty, ensuring long-term durability and customer peace of mind.

Sleep Trial and Return Policy

Trial Period Duration: They offer a sleep trial, allowing customers to test their mattress and ensure satisfaction.

Ease of Returns and Refunds: The return process is straightforward, with the company working to ensure a hassle-free experience.

Customer Reviews and Testimonials

Positive Feedback Highlights: Many customers praise the comfort of the mattresses and the professionalism of the staff.

Common Criticisms and Complaints: Some customers have noted higher prices and delivery issues as drawbacks.

Promotions and Discounts

Current Sales and Offers: Mattress Firm frequently runs sales and promotions, offering significant savings on their products.

Loyalty Programs and Benefits: They may offer loyalty benefits, though specifics are not detailed here.

Website Usability and Online Shopping Experience

Navigation and Product Information: The website is user-friendly, with detailed product information readily available.

Checkout Process and Online Security: The checkout process is secure, ensuring customer data protection during online transactions.

Corporate Responsibility and Sustainability

Environmental Initiatives: Mattress Firm has shown a commitment to sustainability, though specific initiatives are not detailed here.

Community Involvement and Charitable Actions: The company is involved in community activities and charitable work, reflecting a sense of corporate responsibility.

Expert Opinions and Endorsements

Certifications and Awards: Mattress Firm's products often come with certifications that ensure quality and safety standards.

Recommendations by Sleep Experts: Sleep experts may recommend their products, but specific endorsements are not mentioned here.

Conclusion

Overall Impressions and Recommendations: Mattress Firm is a solid choice for those seeking quality mattresses and excellent customer service. Their product range and sleep trial make them a suitable option for various sleepers.

Suitability for Different Types of Sleepers: With a wide selection of mattresses, Mattress Firm can accommodate side, back, stomach sleepers, and those with specific sleep-related issues.

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Contact Mattress Firm customer service

Phone numbers

+1 (877) 346-5494 +1 (866) 942-3551 More phone numbers

Website

www.mattressfirm.com

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