Mattress Firm
reviews and complaints

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.

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!

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

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.

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.

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

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.

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.

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.

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

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

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

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.

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.

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

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!

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!

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.

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! ''''''''''''

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.