Menu
Mattress Firm
Mattress Firm Customer Service Phone, Email, Contacts

Mattress Firm
reviews & complaints

www.mattressfirm.com
www.mattressfirm.com

Learn how the rating is calculated

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.
Verified
The authenticity of the customer service contact information for Mattress Firm has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of Mattress Firm. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Mattress Firm reviews & complaints 272

Filter reviews by rating
5
10 reviews
4
0 review
3
0 review
2
1 review
1
1 review
Sort by:

Newest Mattress Firm reviews & complaints

ComplaintsBoard
K
7:06 pm EST

Mattress Firm mattress beautyrest recharge queen

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

Read full review of Mattress Firm
View 0 more photos
Hide full review
ComplaintsBoard
S
6:48 pm EST

Mattress Firm employee treatment

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.

Read full review of Mattress Firm
Hide full review
ComplaintsBoard
C
2:03 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Mattress Firm king size hampton and rhodes mattress

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.

Read full review of Mattress Firm
View 0 more photos
Hide full review
ComplaintsBoard
K
5:11 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Mattress Firm mattress & massaging adjustable base delivery & customer service extremely poor

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

Read full review of Mattress Firm
Hide full review
ComplaintsBoard
J
11:32 am EST

Mattress Firm mattress simmons

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

Read full review of Mattress Firm
Hide full review
ComplaintsBoard
H
3:36 pm EST

Mattress Firm mattress

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.

Read full review of Mattress Firm
Hide full review
ComplaintsBoard
T
11:25 am EST

Mattress Firm kids bed

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.

Read full review of Mattress Firm
View 0 more photos
Update by Tom Martinez
Dec 12, 2017 7:19 pm EST

Its still me. A week later and mattress firm, and my dear friend Rich have done nothing.

Hide full review
ComplaintsBoard
J
3:04 pm EST

Mattress Firm customer service

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.

Read full review of Mattress Firm
Hide full review
ComplaintsBoard
J
10:58 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Mattress Firm mattress

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.

Read full review of Mattress Firm
Hide full review
ComplaintsBoard
A
1:51 pm EST

Mattress Firm trying to warranty out a mattress

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.

Read full review of Mattress Firm
Hide full review
ComplaintsBoard
K
9:28 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Mattress Firm lied to by the salesman in writing x3

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.

Read full review of Mattress Firm
Hide full review
ComplaintsBoard
B
4:57 am EDT

Mattress Firm bed bugs in their mattresses. don't buy!

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.

Read full review of Mattress Firm
Hide full review
ComplaintsBoard
S
6:20 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Mattress Firm sales - bait and switch

On September 30, 2017 me and two other people attended the Kern County Fair in Bakersfield where Mattress Firm had employee's displaying your merchandise (mattresses). I was approached by Jenny to try out the bed, which I did and liked it. Jenny offered me the King sized display bed (attached) for $3000 with everything as I saw and she demonstrated to me. I told her let me walk through the building and I would be back if I would go through with the purchase. I came back and told Jenny I was interested in buying the display bed, so she said okay let's fill out an application and go from there. I agreed and it came back that I was approved. She then went back to the computer and spoke to Nikki Dillard and Mike Zamboni. As I was getting suspicious because of their facial expressions, I went to the computer and asked Jenny was there a problem. She told me that they had sold the base (adjustable unit) to one side of the King bed and I could buy the bed with only one base, which I disagreed to because what was the use of buying a one sided adjustable bed? She then said I could pay more money to buy another base unit on top of what the original price of the bed was. I refused it and at this point was getting upset because my credit was ran without notifying me that the base adjustable unit was sold in the first place, then they wanted me to purchase another one. So, the three mattress firm employees mentioned above talked and decided to replace the other base unit, which I agreed upon. After all of this, they came back once again and said that the company could not deliver to my residence. This was the last straw because I lived only 33 miles from Bakersfield and I called the two Mattress Firm locations in Bakersfield and asked them if they delivered to my area, which they said they did. I'm not sure what the motive was for this sale to go from bad to worse, but I do believe your employees were using a classic bate and switch tactic to get me to pay more money. Plus, there was a family who was also trying out the bed when I was there (and I observed afterwards) who were more likely to buy the adjustable bed units with one missing. I have other accounts with Syncrony Financial (finance company) and when I went to pay on my accounts with them, mattress firm comes up as a finance option because of this incident. I think that your employees did a horrible job in sales and representing your company, plus they ran my credit knowing that the other adjustable base was already sold. I would like to rectify this incident to me and the commitment that was offered by your company and staff to me as the consumer. I will also forward this incident to the BBB.

Read full review of Mattress Firm
Hide full review
ComplaintsBoard
T
8:47 pm EDT

Mattress Firm bed from mattress firm

we bought a bed at our state fair in grand island ne on Aug 26th. just before we paid in full for the bed the salesman( Lewis Jacobs)told us we would have our bed the next day. after we paid for the bed he told us we would have to wait 2 weeks for the bed. Two weeks go by and I call him because we didn't hear from anyone and he said it would be another week. another week went by and we didn't hear from anyone so I called him again and he told us it would be another 2 weeks. another 2 weeks went by and we didn't hear from anyone. I called the warehouse in Omaha Ne and the person I talked to said I would have to talk to the person who sold me the bed, I told him I couldn't get ahold of him. he said he would call him and have him contact us. he them asked for our order number and what bed we ordered. he told me that bed is Lewis about that. a few minutes later Lewis called me and started to tell me when my bed would be here I told him I called the warehouse and they said the bed wasn't available. He said that's not right and he was going to call them and straighten this out and he would call me back in a few minutes. well he never called back and I left him several messages and text asking him to tell us if we are getting the bed or not. they have had our money for 5 weeks now and never sent the bed. I want to know what is going on and no one will talk to me!

Read full review of Mattress Firm
Hide full review
ComplaintsBoard
N
12:42 am EDT

Mattress Firm placing a order

Goodmorning, my name is Nicholas butler. I recently was at mattress firm located in California, Md. I was told the mattress I wanted to purchase had to be ordered, and if I placed it that day, which was sunday, that I would revive it on Wednesday when the truck came. I explained to the salsesman I needed it asap due to my wife having surgery...he insisted it would for sure be there. Well her it is wenesday, missed a full day of work to go pick it up...and I was told that they don't know why I was told that day cuz trucks come Friday. He told my number and told me he would find out what happend and call me by 4p.m, I never even got a call back. My bank card was charged for this mattress and I do not even want it anymore I'm so annoyed. I need to know how to get my money refunded ASAP

Read full review of Mattress Firm
Update by Nicholas butler
Sep 14, 2017 12:45 am EDT

I want a refund...order still not there when promised

Hide full review
ComplaintsBoard
E
1:12 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Mattress Firm simmons legends, winward mattress

We purchased this mattress in tucson, az on 2/11/2017. The mattress is a luxury firm but after 5 months all of the foam is breaking down. Absolutely no more support. I spoke with a supervisor named hector on 9/3/2017 and he was willing to let me exchange for a different cheaper mattress which cost less than what we paid for and he also wanted another $80.00. I am unable to sleep on this mattress due to severe lower back pain from all of the broken down foam. Buyer beware this company just wants your money. Think about it, there is a mattress firm on every corner in tucson. Now I have to try and get rid of this and spend more money on a new mattress. I will not be going back to mattress firm. The total cost we spent on this horrible mattress was $3, 699.99.

Read full review of Mattress Firm
Hide full review
ComplaintsBoard
A
8:09 pm EDT

Mattress Firm delivery

We purchased a mattress on Tuesday, and selected Thursday as the preferred delivery date. We provided a primary and secondary phone number to be reached between 4 PM - 6 PM, but hadn't received a call. When we reached out at 6:45 PM, we were told they arrived but called what ended up being the wrong phone number and we'd have to wait until another day that worked for their delivery schedule. Our receipt shows two correct phone numbers, we did not provide incorrect information. Completely unacceptable, no effort at all to get us the mattress tonight, even though it is 8 PM and we were told deliveries go out as late as 10 PM. We work all weekend, this was the only day we had to receive the mattress, and now we'll have to wait until next week to have something to sleep on. Extremely poor customer service.

Read full review of Mattress Firm
Hide full review
ComplaintsBoard
S
9:05 am EDT

Mattress Firm delivery

On Saturday July 29th we went to Mattress firm to purchase a NEW bed, we left excited that our new bed would be delivered on sunday July 30. Great customer service, couldnt have been more pleased with everything.
Sunday Rich had put the old box springs out on the front porch to * help * them out save some time ( our mistake)
The delivery men showed up, YAY, after looking at our box Springs and seeing a dead bug in some dust they decided not to let us have our bed. He took a ppicture of said bug and sent it to his warehouse. They claimed we had bed bugs and refused to deliver, got back in their truck and left. Now we are pissed off. I spent 4 hours trying to find out what to do next with NO answers, Not one person would help us. Then i got someone on thephone from online sales who called the warehouse and found out that The only way we could have our beds delivered was if we had the house inspected for bed bugs. It had been determined by them that we had a stage 1 bed bug infestation. Now i have gone postal. I wake up monday morning call an exterminator at PCT, Chris came and did an inspection. He also looked at the picture the gentleman took and said it was a beetle ( WOW ) He says this happens often when buying a bed even to himself.
He gives me the paperwork needed to prove we have no bed bugs and i send it to our sales girl. She calls back and says your bed will be delivered tomorrow between 9-5 ( Tuesday)
OK great finally we are getting some where.
Then ... I get an email Monday afternoon
Hello Ms. Miller,
I had tried to call you at the phone number provided of, but that is not a working number. I wanted to speak to you about your delivery scheduled for tomorrow. We wanted to inform you that, based on what the delivery team observed when they attempted the previous delivery, any delivery attempt to your door would be for merchandise that does not have any warranty. If you would want a warranty on the merchandise, you would have to provide us with a letter from a licensed exterminator on their letterhead stating that the home is free and clear of bed bugs.
Please call me at bla bla bla if you would like to discuss this further, or email me at bla bla bla if you have the necessary extermination inspection report. If we do not hear from you, then the delivery would be made tomorrow with no removals and with no warranty. The delivery would be made at the door.
Thank You,
Adam bla bla
Customer Relations Representative
I Call the man and he has me email him the inspection report
after telling me he wants to help us get everything right.
As long as we prove we do not have bed bugs we can have our bed and the 10 year warranty.
So we settle everything and my delivery is set for Tuesday.
I get a call monday evening from Adam, and he proceeds to tell me they can not deliver our bed tuesday it will have to be Wednesday again 9-5 delivery window. So now again no bed.
We are so disgusted by all of this and i will never ever purchase anything from mattress firm again. They turned an exciting experience into hell over a beetle on the box spring
Lets see what happens today. To be continued ...Oh and let me add ... We had to pay 79.50 to have this inspection i have attached the picture the driver sent in of our stage 1 infestation

Read full review of Mattress Firm
View 0 more photos
Hide full review
ComplaintsBoard
P
2:21 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Mattress Firm mattress purchase - horrible customer service

I will never buy from Mattress Firm again after my experience with Kurt at the Springfield location.

He was ready to put through the order with the full list price and I had to actually ask to be charged the advertised holiday sale price. I also requested the advertised free shipping offer for purchases over $500 and was told there wasn’t one, but when I double checked again at home there WAS a free shipping promotion. I was given misinformation on the combined height of the mattress and standard box spring set and it ended up being several inches higher than I wanted. Switching out the standard box spring for the low one would have cost me another $150.

If you absolutely have to buy a mattress from Mattress Firm, order online so you can get the correct measurements and any offered sales/promotions.

Read full review of Mattress Firm
Hide full review
ComplaintsBoard
R
6:22 pm EDT

Mattress Firm quality of. mattress, lies

We purchased a mattress that we thought was of high quality, but it's not. The mattress is sinking on both sides and a hump in the middle. The box springs sound like they are broken, when getting in and out of the bed. We reached out to the store where we bought it, the manager told us that we needed to purchase a new frame because the one we got was free and of lower quality. That the box springs were not covered under warranty. Then we would have had to pay an extra $299 plus shipping and delivery for the new box springs in addition to what we paid and are still paying. We were guaranteed quality mattress and sleep and we are not getting it. When the mattress was purchased it was a Hampton and Rhodes that was not cheap, but cheaply made. We just want the company to make it right. My wife and I reached out to the district manager who was not professional and seemed to have an attitude. I'm disabled and not able to buy more expensive bedding; however, a pretty penny was still paid. Also, with the mattress we got two pillows that we paid $80 a piece for and they have not held up either. If nothing gets done, we are not recommending this company to anyone, and this is the first time we have dealt with this company and will be the last time if nothing good comes out of it. We will contact legal counsel as appropriate as well.

Read full review of Mattress Firm
Hide full review

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.

How to file a complaint about Mattress Firm?

Here is a comprehensive guide on how to file a complaint or review about Mattress Firm on ComplaintsBoard.com:

1. Log in or Create an Account:
- If you already have an account on ComplaintsBoard.com, log in using your credentials. If you don't have an account, create one to proceed.

2. Navigating to the Complaint Form:
- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the Title:
- Summarize the main issue you have with Mattress Firm in the 'Complaint Title' section. Be concise yet descriptive.

4. Detailing the Experience:
- Provide detailed information about your experience with Mattress Firm. Include key areas such as transactions, nature of the issue, steps taken to resolve it, personal impact, etc.

5. Attaching Supporting Documents:
- Attach any relevant supporting documents that can strengthen your complaint. Avoid including sensitive personal data in these documents.

6. Filling Optional Fields:
- Utilize the 'Claimed Loss' field to state any financial losses incurred and the 'Desired Outcome' field to specify the resolution you are seeking.

7. Review Before Submission:
- Review your complaint or review for clarity, accuracy, and completeness before submitting it. Ensure all necessary details are included.

8. Submission Process:
- Click the 'Submit' button to submit your complaint or review about Mattress Firm on ComplaintsBoard.com.

9. Post-Submission Actions:
- Regularly check for responses or updates related to your complaint on ComplaintsBoard.com. Stay informed about any developments regarding your issue.

Follow these steps to effectively file a complaint or review about Mattress Firm on ComplaintsBoard.com.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Mattress Firm customer service

Phone numbers

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

Website

www.mattressfirm.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Mattress Firm?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Mattress Firm Customer Service. Initial Mattress Firm complaints should be directed to their team directly. You can find contact details for Mattress Firm above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Mattress Firm. Discuss the issues you have had with Mattress Firm and work with their customer service team to find a resolution.