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1.3 271 Reviews

Mattress Firm Complaints Summary

19 Resolved
240 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 271

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7:52 am EDT
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Mattress Firm incomplete order

Called Aaron at Olejostores.com and ask
about the product description to make sure I was ordering the right SKU#. Mike and Aaron assured me the description was: headboard, foot board and frame. When it arrived it was just the headboard only. They will not correct the problem. Natisha from Mattress Firm wants me to pay another $25.00 for the pieces they did not send me. Was told the description was wrong. I

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9:42 pm EDT
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Mattress Firm store manager

My daughter and I were very excited, I told him I would refer my friends to the store and I was just flabbergasted that I could get a deal like that. I should have known something was wrong with HIM when another couple came in and wanted their money back while their bed was still on the truck. He made a couple comments about the couple to us which I didn't think were very professional, but I didn't know their reason behind the anger they showed him. Anyway when the bed came I didn't go look at the remote while the men were there. I saw the base and I was thinking this is not dirty, great. It was not the one he told me I was getting.no zero gravity, read or a couple other things the remote I saw had. He did not have to tell me those things to sell me a bed I was going to buy one, but I hate the fact that he pulled a switch on me. He kept telling me about his 15 years’ experience. I should have known. I feel like a fool. The bed was delivered on Friday night, Saturday I went to the store to question him and he told me I was wrong he wouldn't have said anything like that. I told him he flat out lied to me and he said "WHATEVER". He then started laughing at me and told me the base was nonreturnable. He said there is no way he would have made me an offer like that. Needless to say I will tell everyone I know about my experience. I could not believe the way he spoke to me and laughed at me. I AM 55 YEARS OLD AND HAVE NEVER HAD AN EXPERIENCE LIKE THIS WITH A SALESPERSON IN MY LIFE AND NEVER WILL AGAIN. I like the bed, but I hate the fact that I was swindled by a smooth talking manager at your Merle Hay store!
II told him I was a customer service manager for 20 years and would have fired anyone who lied to a customer like that, but then he laughed at me would have definitely got them fired. I can't be the only one he has done this to, and it makes me wonder what he did to the other couple.

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1:38 am EDT
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Mattress Firm attitude of employees

The Sale Associates’ attitude was horrible, MF Management should Re-think!
I went to the Mattress Firm at March 30, and purchase the mattress and box spring. The original price was 799 dollars online, and I bargain for 750. The associate who the name is Cheryl, said: “Go home NOW”.

I was really pissed off. However there was no one else in store could help me out on that day. So I decide to leave the store, but she called me back to agree me the price at 750 dollars. I return back to take that deal because I need that bed in next couple day because I have new family member move in.

She even MUMBLING something on price is so cheap with radicular laugh. I tried to ignore her any movement, and just waited there and watch her SNAIL slow computer process. I even doubt about if she ever been train. Finally, she told me the product would get to my home about two day later at 10AM on Apr 1, 2013.

Apr 1, 2013. April Fool’s Day? Were they play game with me? If yes, I can tell they were playing radicular fool game, and they screw theirs business. I was exited waiting my new bed at home in the morning. 1 hour past the scheduled time, 2 hours past, and 3 hours past, I did not received any call from them. I had called them to ask what was going on. Someone name “Nada” in store answer the phone. I asked about where is my bed now? And she called me wait a minutes to check, after all, she told me that they SIMPLY CANNOT deliver today. And I don’t even get apologize from her.
She had me re-schedule on another two days later on Apri 3, 2013. FRIEND LISTENING NOW, you can’t believe what I going to say, they told me they were not able to deliver to me AGAIN because she said their truck was broken down. TWO TIMES PROMISE BROKEN. Can we still TRUST Mattress Firm or her?

I decided to CANCEL order, but Ms. NADA apologizes for problem and will give partial refund of 50 dollars back to my account. AND YOU CAN BELIEVE ME, I give her the THIRD CHANCE. Which now I don’t even know why I did that. She promised that the order will be my home at 8PM on April 5, 2013.

Only GOD knows what Mattress Firm manager at Fayetteville was thinking about how to run their business with those type sale person.

Near to the END of my negative experience at Mattress Firm.
Last night, the truck driver called me before their arrived. They were MUCH nicer than the sale women at the Mattress Firm store in Fayetteville. In my opinion, I think they should switch their position. Two gentleman were try to find something for couple minutes, and I was stand on the side with curiosity. I was kind move by them after I find out they were try to find their plastic shoe bag, in order to cover their foot to step into my house.

WHY ordinary workers are much more courtesy and politer than the store sale person? This is something that Mattress Firm Management should be RETHINKING for your corporate’s future.

Mattress Firm’s Management, Do you want to keep those disqualify employees to disqualify your customer who love your product, or you want to have excellent employees to bring you the excellent business sales! This is naive question, we all know without speak it out. Isn’t it ?

Last thing, I came back to store today for Mattress metal base stand. Two ladies were still there, Cheryl greet me with few laugh. Nada wasn’t say anything but looking at her computer screen. They sell me the metal stand for 69 dollars, which isn’t match to what they were promised me at 50 dollars a week ago. DISAPPOINTED, I don’t really care about price. However I just CAN’T stand about (((THEY DON'T DO WHAT THEY SAID))). I took the metal stand at price of 69 dollars without extra word with them.

Finally, this is most horrible buying experience in my recent years. Definitely keep in my mind for long time. What a nightmare. Hope this can help someone who is going to shop Mattress. PLEASE SUPPORT if you have similar experiences, because each of us is the power, to force them become change and get better service for society. (Please excuse me the grammar errors in my article, and I promise this is true story.)

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7:10 pm EST
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Mattress Firm sagging mattress

bought a matress from matress firm about a year and a half ago .we decided to go with agood quality mattress as I have back problems and my wife has had a spinal fusion done on her lower back so there was no way we where skimping on anything here. Any way 1year after we bought this very expensive and so called good quality mattress it started to colapse on the top side where you lay your head. I then went passed a branch in Pearland where they pulled up all the documentation needed for a warranty process to begin.. Three weeks went buy and then I received a letter in the post saying that my proof of purchase was incomplete . I then went back to Pearland TX branch where the manager says to me that he had accidentally faxed off the wrong documentation. Now in the mean time I have started becoming more and more uncomfortable in this sagging bed that I have now seen a chiropractor which is costing me an arm and a leg. I then get hold of customer services who tell me that there is another 4 week waiting period before someone can come and look at the mattress and assess the problem. A person then comes through a month later and takes photos and takes measurements etc and leaves without saying a word. We then waited a further three weeks and received a letter is the mail saying our mattres has a stain on it and has a tear in the material. Now when we purchased this mattress we bought it with a mattress protector which has never been removed. When the inspector came out for the inspection he says there is a very light yellow stain on the mattress and a small 2 inch tear in the material which we have never seen. I then did some research and found a few stores who where selling second hand mattresses which had urine marks and even sperm on them which just made me sick to my stomach. Any way mattress firm are not getting away with this one I am filling a law suite against them. Mattress firm have also made it very difficult for the consumer to post reviews on there site for obvious reasons. I don't care about the stain or the 2 inch tear in the material, I want the springs repaired as this mattress is sagging and it has become more uncomfortable to sleep on.

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9:47 am EST

Mattress Firm ripped of by mattress firm

Purchased mattress 1/20/12 $1114.00. It started sagging on the side, contacted mattress firm. They send an inspector $25. Oo, everything was turned over and bedroom a wreck. I received info stating wrong improper frame. This is a hand made bed, has 9 big slats 20′legs from frame to floor. No warranty! Improper frame! How long are these people allowed to operate, they are totally corrupt. People should be warned.

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sinking mattress hater
Orlando, US
Aug 31, 2014 3:15 pm EDT

we spent $2000 for a king size memory foam mattrress in November 2012 which we had inspected several weeks ago because it sags in the middle causing us to roll over to the middle during the night. Warranty claim was denied due to the sag not being deep enough. This is a loser company to deal with and the commercials they advertise their product on are bogus

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7:58 am EDT
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Mattress Firm ripped off

I bought a new mattress for my son after he had open heart surgery in January of 2011. After just a year and a half my wife noticed increased sagging at one end. Since this was an obvious defect and we had a ten year warranty we figured there would be no problems. Wrong! After filling out paperwork that included giving our credit card number we waited over a month and then were charged $25 for a "mattress inspector" to come between 12:00PM and 5:00PM. After about 5 minutes he proclaimed it defective. After another 2 weeks we were sent to the store to pick out another mattress and were offered inferior ones compared to our original product. Not only were they inferior in quality but more expensive meaning we had to pay the difference in price, tax, and a delivery fee. Basically, it would have cost us around $200 more to replace a defective product. I attempted to speak to a customer service representative but was sent to voicemail and never heard back. There is NO way they will get any more money from me, even if it means spending more somewhere else. I hope this helps somebody else at least

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5:58 am EDT
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Mattress Firm defective mattresses, poor service

I purchased an expensive Sterns & Foster mattress and box springs and within a year the mattress was sagging and I was having back aches. I contacted them to come out and look at it, and I was told I had to go through this ridiculous process of submitting lots of paper work, waiting 4-6 weeks before my complaint would be processed, then would have to pay them! $25 to inspect the complaint, and then pay them again another delivery/transportation fee. The sales person at the store was arrogant, combative, and only too happy to hand me all the paper I would need to process my complaint, with no indication that it would be taken care of in an expedient manner. DO NOT PURCHASE from this company no matter what they tell you. Their sales people don't last but a few months and are on commission.

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7:57 pm EST
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Mattress Firm untrained salesperson

Mattress firm
Towers lodge
8509 davis blvd.
Across the street from target, by fedex
North richland hills, tx 76180
[protected]
_

I did not buy anything from the store. this review is only about this location not about mattress firm. mattress firm seems to be a good company. it is about experience with one salesperson. I went to the store first time. the salesperson had no idea or did not care how tempurpedic mattress should be tested. she kept standing nearby me and talked useless information when I asked about mattresses. she even asked me where I parked my car not 1 time but several times!
My doctor told me I should have tried the beds by laying on them for several minutes. the salesperson never told me this. she just wanted me to spend thousands of dollars without properly trying the beds.

I went back the second time and she was even more rude. again she asked me several times where I parked my car! it was very rude. I asked her locations of other mattress firms nearby and she said she knew where they were. I asked her again where exactly but she did not reply. she gave me totally wrong information about tempurpedic beds. she said all beds carried 100% high density foams from top to bottom, if they were high density beds! wrong. I had already read correct information about tempurpedic beds on tempurpedic web sites. I asked her again if she was telling correct information. she acted she did not care 1 bit. she acted surly, unhappy, uncooperative, a poor salesperson.

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Update by Joe m11
Mar 09, 2012 8:00 pm EST

correction - Location site is Tower plaza not Tower lodge.

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rhodessm10
North Richland Hills, US
Jul 10, 2012 1:33 pm EDT

Correct the Location is Tower Plaza:
For future information, that sales person is no longer here. I know because I am the current store manager at this location (Marshall). Your doctor was right to prescribe you a Tempurpedic. They are the #1 specialty mattress manufacturer on the market. They hold several certifications and are backed by numerous foundations including "Arthritis Foundation:Ease of Use". The support layer of Tempurpedic beds all have some form of high density foam ranging traditional Tempur foam to their exclusive HD foam in their HD family (Rhapsody, Cloud Luxe, Allura, and Grand Bed). The top Layer of the beds is where the foam densities vary the most. The Cloud Family has ES "extra soft" foam with a density of 2.3lbs/sq ft, the Contour Family has traditional Tempur foam with a density of 5.2lbs/sq ft, and finally the HD family (excluding the Cloud Luxe) has a density of 5.5-5.7lbs/sq ft.
When trying out a new bed you should always spend 2-5 min on each mattress you are considering as well as to focus on the position that you sleep at each night. Should any questions arise when trying out said beds, don't be afraid to ask any available sales associates. I hope that this will suffice as a response to your concern. If you have yet to purchase your tempurpedic, please feel free to drop into either of our NRH locations located on Davis Blvd across from Walmart/Jack-in-the-box or on Bedford Euless Dr in the Haverty's parking lot.

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10:13 pm EST
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Mattress Firm the mattres have two red dots on it when it first arrive in my apartment

To whom may care:
my account number is chenh61108, and invoice number is 11071nnrvrx. The mattress I brought when it first delivered to me I notice there is two red dots on it, and I even tell the delivery guy. and he told me to talk to my sell representative about it. before receiving the mattress, when I was in the sleep's store try to buy a mattress the sales person come to me and telling me that the mattress that I interested in buying have a one day promotion that is 1/2 price off the original price. and if I buy it and I do not like it within 21 day I can get a total refund guaranty. so I take his words and brought the mattress. now I went back to the sleep's store told the sale person about the bed situation and ask for a replacement and maybe a exchange on the next day, he denied all my request. giving me a bunch of reason there is no possibility to return it back and even telling me to buy another mattress. so this is my first time purchasing at sleep's and for the store reputation gos is zero with me right now and I would not recommend anyone I know and I do not know to buy at sleep's. I mean the service is so bad that the sales people push you and give you false information to make you buy . most importantly the price I pay for the mattress at first is over priced, and I have to call the store and adjust the price with the sales person. what a way to do business I am wondering how many customers that the company have lost so far, most important where is the trust.

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3:29 pm EDT

Mattress Firm rip off

I do agree with this post. My husband and I came into a Mattress Firm store to look at some beds for our whole family. We told them no credit cards but that we would put money down and pay on it and then they would deliver it. The manager at the Oklahoma City store said "Well you have 90 days to pay it off." So, ok we put down 10% which was $12o. So today out of the clear blue sky this man knocks on my door and states that he has a deliver for this address from Mattress Firm. I said to him, "Are you sure, because I thought it was not suppose to be here today." The man who was very nice gave me the paperwork and it had deliver date scheduled for today!. I thought, ok maybe we will still make payments while it is at our house'. The 2 men came and set the beds up and then I signed the paperwork and they left|. So, a little while later a phone call came from Mattress Firm and the man on the other end states, that he made a mistake and did not catch the 1100 that was left and that we had 1 hour or till the morning to pay it off in full or they would come back and take the beds;. He stated, "I would hate for you to have to sleep on it one night and then loose it, ." Who in the *** does this? So the beds I had I put at the trash, so tomorrow when we pay off the twins we got, they will be getting their other set back|. This is a disgrace and they will rip you off because they are dishonest;. Stay away!

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5:58 pm EDT
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Mattress Firm deceptive sales practices and fake promises

Buyers ! Be aware! DO NOT EVER BUY ANYTHING FROM THIS COMPANY. They are a scam and want to just rip your money even in this economy. I just recently purchased two mattresses from 1800mattress.com (one was sealy and the other one was simmon). I was told on that I could refuse the delivery on the spot with not problem. When it arrived, after a week it didn't look right. It was NOTHING like how they described it would be on the website. While I was examining it, I told him it looks fake and he said that I need to call customer service and there is nothing he could do. Which means that YOU CANNOT REFUSE IT ON THE SPOT. THEY JUST SAY IT TO PERSUADE YOU TO BUY THEIR MATTRESS. I examined it more after he left and i found out that they used cheap raw materials and sowing was very poorly. The back side is even more horrendous. The mattresses didnt look like name brands i purchased at all. I decided to Call the customer service next day as it was delivered late. When i called the following day, no one could help me and then they transferred me to the online management office. I had to leave a voice mail since no one picked up the call. I left a brief message about what happened, 24 hrs passed by no calls. i made several attempts to call them the day after but no use. Finally, on the fourth day I got a chance to talk to them. And the person was speaking to was not very nice. I told her my situation and all she could say was may be i got a defective piece. And I asked how can i get TWO defective piece? She said she didn't know. And i also told her that the mattresses dont match the description and she told me that when you purchase it, it says that "the product may not be similar which is being shown above". I said where does it say that? I didnt see it anywhere when i was purchasing it. She failed to show me where it is. This business lie to their customers to get their money. they do not care about their customer as long as they get the business. I even chatted with the agent online and they said YES to product being the same and mattresses meeting the description. I am in process of getting my refund. I will try and try until I get my money back. I will even file th small claim. I will not let these people take out money just like that. But I am here to warn the future buyer to be very aware when you buy from this company. DO NOT i repeat DO NOT but anything from them, they will take your money on one hand and deliver some cheap mattresses which sags when its is brand new. If i could stop even one person buying from them that would be really meaningful. At least, that person will be saved from this fraud company and will be saved from more headaches, extensive waiting period, more talking to different agents, and ohhh repeating the situation 1000 times. Peace!

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Cathy Sable
Cathy Sable
Hicksville, US
May 23, 2011 6:54 pm EDT
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Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@sleepys.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

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Mattress Firm deceptive sales practices

Purchased a mattress from their on line site. Chose a specific model/style mattress - when it was delievered, I told the delivery people that it was the wrong mattress. They said they couldn't take it back and I had to call customer service. I called 1800mattress immediately to explain to them that they shipped the wrong mattress. They insisted that it was the correct mattress. Said that model names are changed depending on what warehouse the mattress is shipped from. I can understand that the model name may be different, but I own the exact same mattress - and IT IS TOTALLY DIFFERENT than the mattress I received. The customer service rep, one of the 6 that I was transferred to durning my 1 hour wait, told me that I could make a "compfort exchange" to get a different mattress. That would require me to pay additional shipping and a fee of $99.00! When I said I wanted either the correct mattress or a refund, they refused. Later, I went on line and chatted with one of their representatives. I pretended that I was interested in purchasing a mattress from them. I inquired about the model mattress I had ordered and asked it's specifications/price and whether the picture on the site was the actual picture of the mattress. They said "yes". They also said it was 11.5 inches high. The mattress I received is 6 inches high and has a weird design on it with black pipping around the edges. The mattress I bought was all white - no design. I am in the process of getting my bank involved and have contacted the BBB. Oh, the mattress they sent also smells of gasoline or oil - some horrible odor. I now have to sleep on my pull out couch! I will NEVER buy anything from these people again. Also, I will NOT give up until they make good on my purchase. I'm surprised they've been in business for as long as they have.

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Update by t1959
Mar 05, 2011 2:13 pm EST

An update to my original post regarding 1800Mattress: A representative from the company was in contact with me shortly after my post. She sent a delievery truck to pick up the mattress and a credit was issued to my account this morning.

Update by t1959
Feb 25, 2011 2:07 pm EST

I know, but that's what they said. I've read numerous complaints stating the same thing. It's such a scam! I wish I had read those complaints before I purchased it.

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DarA12
, US
Nov 17, 2009 6:43 am EST

Ordered a defective mattress! Beware customers, don't buy from them!

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2:53 pm EST

Mattress Firm unprofessional, rude and liars

Went to compare some mattresses at Mattress Firm the other day before making final decision on a mattress. Within the first 5 minutes I made a comment to the sales rep that their displayed prices seemed much higher than other stores. I was not rude, just made the comment as I was surprised at the prices, way high. The young salesman turned his back and said "Good Luck in your Endeavors" as he walked away. I couldn't believe it. I had to think about what just happened. "Wow, and then after a minute I asked him if he was the store manager, he responded yes and then "I commented asked him "Is this what you call customer Service?". I just couldn't imagine that a sales rep would act like that. Another salesman came out of the back of the store and began to try to help us. Not sure if he overheard the conversation, he was polite and showed us several mattresses, but now I am worried, as he explained that their mattresses had a free exchange policy with no fees and even said we could bring the mattress back for full refund for free if in the end we really could not find one we liked. This had my husband convinced we should try to buy from a Mattress Firm to have that option. I am glad I read your comments to avoid future disappointment. Just makes me so mad that they would lie and tell consumers that they could return it just to sell a mattress and never disclose the true policy. We need to demand better consumer rights and that companies stand by their word and warranties. The consumer continually loses and has to rebuy items that cost so much to begin with only to learn that the product is junk and the warranty does not apply. If we continue to accept these terms without making a stand we will never improve situation. I hope this helps other consumers about to purchase a mattress set to ensure they disclose any promises in writing.

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Huggie Bear
Memphis, US
Apr 08, 2011 11:05 pm EDT

I would also invite you to read these complaints closely if you a re a true customer because what some people seem to want or expect to happen is plain ridiculus. Now unfortunatly a rude salesperson can happen in the most reputible business. You should absolutly file a complaint about that person so the company can take care of the issue and continue to give the service that they are noted for.

Big Memphis, TN

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Huggie Bear
Memphis, US
Apr 08, 2011 11:02 pm EDT

It is extremely unfortunate if you did get a salesperson that was so rude. I personaly nver understand that seeing how a large portion of their pay is based on every sale.
I also unfortunatly that you are a competitor of Mattress Firm and Seek to discredit thier incredible deals.
The great thing about them is they have a price match guarrantee not only on the front end will the match and beat any competitors price but even after you buy. As thier policy states if you happen to see the same mattress or comparable set advertised for less (Even at another Mattress Firm) they will give you 110 percent of the difference. I personally returned two Mattress with only the delivery fee ($69) after my wife and I were not satisfied. We are sleeping happily on a Tempurepedic now knowing that we made the right choice in company and bed. So I see your lame attempt to discredit your competor and dare you to raise your standard.

Memphis, TN

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wrangle
Providence, US
Feb 06, 2011 5:51 pm EST

Making a comment about someone's prices being higher is actually pretty rude. Granted, no one should just walk away from you as a salesman because he needs to try and earn your business for his own paycheck.

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2:43 pm EDT

Mattress Firm rude and unprofessional

Wow! If you are a woman, don't shop at the Mattress Firm at the Forum in Selma, TX. A manager by the name of Pete was very rude to me. I went into the store to ask if I could make the installment payment at the store. He nastily told me no one is accepting payment at the store any more due to robbery. Then I asked him a question about the mattress cover. Instead of giving me simple answer, he lectured me about reading the instruction and the labels, etc. We got into an argument and he started to yell at me. I left the store while he was yelling behind my back. I am planning to return the $4, 200 mattress ASAP,

There were no other customer in the store at the time; just him and one of his helpers. Amazing that this sort of behavior is condone by the Mattress Firm company.

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2:06 pm EDT

Mattress Firm liars, don't buy there

My experience at the Mattress Firm in Southpark Meadows in Austin started out great. I had to have a check sent from out of town, get a note from my doctor stating my need for a new bed because of my back and the delivery was all but set up. I was not a potential customer -- I was a certain one. However, on the day I went in to deliver my check and paperwork, everything changed. To begin with, I had an appointment to meet Suzy Saturday at 10 AM when they opened. Her associate told me she wouldn't be in for an hour so I tried to deal with him. However, he told me that they wouldn't accept the paperwork; it had to be on a prescription pad, not a letterhead. I had specifically asked Suzy; "I was told they if I had a note from my doctor on his letterhead, that I won't have to pay any tax. Is that correct?" to which she replied yes, that was correct. I was sitting right beside her as I called my brother to arrange the check and my doctor to arrange the letter, and I know she was aware of my conversation as she made a comment about something I had said to my brother.

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Huggie Bear
Memphis, US
Apr 08, 2011 10:33 pm EDT

Is it possible that the first person thought that just a doctors note would do and then found out it must be on a Precription pad? She did not lie to you but merly revised her statement.

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3:31 pm EST
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Mattress Firm they are simply no accurate

I would like to tell anyone even thinking about buying a mattress from them to stear clear and avoid at all costs. My experience has been painful physically and mentally. I had to send back my first mattress due to a defect in the pillow top. Shortly after ordering I found what I call a lengthwise speed bump. When I called to inform them of the problem they told me I had to take pictures and complete a return form and they would review to see if we qualified for a new mattress. Well, after countless phone calls (manager is never at his desk)his hours are 9-2 and he is often on "coffee break" I was fianlly after one month and horrible back aches able to exchange the mattress. The new mattress pillowtop is starting once agian to wear unevenly and causing tremendous discomfort. My husband and I are once again sleeping in seperate beds. I am not looking forward to dealing with this issue again so small claims court may be our only option. NOT SURE WHERE THEY GET THE STAR RATINGS...becuase they are simply not at all accurate.

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CoachWade
, US
Nov 29, 2011 4:08 pm EST

Horrible experience! I ordered to recieve order in 2 days after 4 hour window I excepted partial order I don't reccommend at all. The box spring was promised next day then 2 calls later after delivery persons left they informed me I couldn't recieve it for over a week then when I followed with with because they didn't call me the rep said it was there in stock & set up delivery for next day I got to pick my time & they were a no show after 4 hours then of course they were closed I called the next day to find out they didn't have my boxspring & the delivery someone rescheduled for 2 weeks from then @ the date & time the rep that had told me that it was in stock & was being delivered the next day had chose with out even a phone call in which they have all the numbers to contact me. Then gave me no choice but to wait after being tossed around on the phone for an hour because if I didn"t wait for my original oder my quarentee would be voided nice right! I would never use them or refer any one unless you have all the time in the world to wait around for them not to show up & to schedule a delivery you may or may not be there for to except other wise you can wait for them to void your quarentee on the merchandise you choose. You can check the rest of the story with the complaint to BBB.

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Jamie
, US
Aug 05, 2009 7:34 pm EDT

I would like to tell anyone even thinking about buying a mattress from them to stear clear and avoid at all costs. My experience has been painful physically and mentally. I had to send back my first mattress due to a defect in the pillow top. Shortly after ordering I found what I call a lengthwise speed bump. When I called to inform them of the problem they told me I had to take pictures and complete a return form and they would review to see if we qualified for a new mattress. Well, after countless phone calls (manager is never at his desk)his hours are 9-2 and he is often on "coffee break" I was fianlly after one month and horrible back aches able to exchange the mattress.
The new mattress pillowtop is starting once agian to wear unevenly and causing tremendous discomfort. My husband and I are once again sleeping in seperate beds. I am not looking forward to dealing with this issue again so small claims court may be our only option. NOT SURE WHERE THEY GET THE STAR RATINGS...becuase they are simply not at all accurate.

Cathy Sable
Cathy Sable
Hicksville, US
Nov 29, 2011 4:51 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Sleepy's would like to thank you for sharing your concerns. We aspire to provide all of our customers with not only the highest quality product; but also with high quality service and support worthy of consumer confidence. We sincerely regret that your experience did not meet those standards, but appreciate your taking the time to inform us. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. Thank you.

S
S
S Cole
Hicksville, US
Mar 09, 2010 12:59 pm EST

Hi, my name is Sophia from 1 800 mattress Customer Care. We strive for 100% complete customer satisfaction and appreciates when a consumer takes the time to inform us of how we might improve our organization and better serve our valued customers. We want to maintain your trust and loyalty; therefore, please contact me directly at scole@mattress.com and reference the customer code on your purchase invoice, so I may provide you with some assistance.
Sincerely,
Sophia Cole
1 800 mattress

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Mattress Firm - exchange policy

Back in the end of August, beginning of September we bought a Temptexdulex king mattress. It did not work out for my Wife. We tried it for about 4-6 weeks.Her back could not take .We took it back to see what our options were. The salesperson showed us different matress's. We ended up bying a Abbey Lynn PT King mattress.We had to pay an extra $547.50, with...

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Mattress Firm defective mattress

Ordered a queen size mattress and box spring-Luxembourg set. The set was defective from the beginning, it is now -6 months later- sagging in the middle at 4 1/2 inches. This according to the expert 1-800 mattress sent out. They also found that the box spring was defective also. I called 1-800- Mattress after they received the experts report only to be told they found a stain, which the expert never told or showed me, and said the entire warranty is void. In other words, they agree both the mattress and the box spring is defective but a stain, I can't even find, voids the entire warranty. 1-800-mattress said you're stuck with the defective mattress and box spring because of a stain, that has nothing to do with the sagging mattress and box spring and a stain I can't even find. I have read elsewhere that 1-800-mattress will find anything they can to void a warranty and not be held accountable for the defective merchandise they sell and now it's happened to me.
It took me 6 months of calling them just to get an inspection done. I was told they had no record of my purchase and they doubted I even bought the mattress from them at all. I had to send them a copy of MY receipt because they did not have a copy of one. I was told they were taken over by Sleepy's and they weren't able to access any records from 1-800-Mattress. It took me months of calls (waiting at least 20 minutes on hold each time) and numerous faxes of my paid receipt just to get them to admit that I even purchased the mattress from them. They said unless we find your receipt in our records we don't consider this a legitimate purchase. Keep in mind this went back and forth for about 6 months. Now I finally get an inspector to come out, he admits the mattress and box spring are both defective but like other customers, they won't do anything about it. I'm stuck with a 6 month old mattress and box spring that are both defective and 1-800-Mattress gets to rip-off another customer. NEVER buy from 1-800-Mattress or Sleepy's EVER! Like me you'll regret it !

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Mattress Firm - bed bugs in my mattress

I bought a discount mattress from the Mattress Firm Norcross store in GA at the end of the month of September. It had a stained corner and therefore it was sold as discounted. It was a good price and had a no-return policy which I gladly accepted because the stain was not that bad. However, after returning from a two week vacation, and when my wife and I...

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Mattress Firm delivery

delivery was scheduled for July 3, 2009 between 1-4. deliverymen showed up at 1 with no mattress. Was told by deliveryman, mattress would be delivered at 4-4:30. they even called and said they were on their way. they showed up at 8:20. Called the store and complained, and man by the name of Joe just did not understand why i would be angry. Who likes to wait for a deliveryman. This is why all businesses give you an idea what time to expect delivery. A company such as MattressFirm should understand my anger.

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

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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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