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Mattress Firm
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Mattress Firm
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197 complaints
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J
2:06 pm

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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H
Apr 08, 2011 8:32 pm

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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H
3:31 pm
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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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C
Nov 29, 2011 8:32 pm

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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J
Aug 05, 2009 8:32 pm

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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C
Nov 29, 2011 8:32 pm

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 [email protected] and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. Thank you.

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S
Mar 09, 2010 8:32 pm

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 [email protected] 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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M
5:08 pm
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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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F
1:57 pm
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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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O
6:56 pm
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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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R
4:02 pm
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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...

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J
4:14 pm
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Mattress Firm - terrible service

We purchased our mattress set in June of 2006, while I was pregnant. I demanded a firm mattress, mostly because I'd had bad experiences with squishy mattresses, and I couldn't get out of the bed as big as I was getting with this pregnancy. We were shown the Katherine Firm set, and purchased it. About a year later, both my husband and I were complaining of back pain when we woke. I could not believe that after only a year, my mattress was hurting me the same way my 10 year old set had done before we had gotten rid of it. No way! I started going to the chiropractor, and just chalked it up to getting older.

Fast forward to about 2 months ago. We are unable to sleep more than 6 hours at a time, because the pain in our backs would wake us up. I decided this was ridiculous, and I contacted the Mattress Firm where we purchased our set. The salesman gave me paperwork to fill out, which I did, and mailed in. A week later, the home office called to set up an appt. for the inspector to come and take pictures and check the indents. He noted there was not a single stain, nor discoloration on the mattress. The inspector found the sag to be 3/4' on both sides. He told me I'd hear back with the decision in 24-48 hrs. 2 weeks later, nothing. I emailed the home office and asked where the results were. They said they had been mailed the week prior. I emailed back and asked them to simply tell me what the report said. Instead of that, they asked me what my address is. Um hello, you sent someone to my house to measure the mattress, of course you have it! They offered to fax the report to me, which I received today. So, even though my back HURTS and I am seeing the chiropractor regularly, I am screwed out of $1400 for this craptastic mattress set.

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T
Mar 12, 2010 8:32 pm

You don't have a warranty issue, you have a comfort issue. Being that you were pregnant when you bought the mattress, obviously you should have known that your support needs would change, unless of course you planned on being pregnant forever. You said yourself that you demanded a firm mattress; the salesperson sold you one. So who exactly are you pissed off at, the company for selling you what you asked for, or yourself for buying a mattress that wouldn't suit your support needs post-pregnancy? Seems to me like the salesperson did their job and you're just a grouchy ###.

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T
Oct 15, 2009 8:32 pm

Your dip has to be 1 1/2 inches to be under warranty...industry standard. Not that every one knows this but always ask about how a warranty works. They can also be prorated like a car battery making the 6-10th year useless.

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L
4:12 pm
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Mattress Firm - terrible company

I purchased what I thought to be a new mattress from Mattress Firm only to find out it was a sanitized mattress aka used. Mattress Firm advertises their used mattresses as clearance. No where does it say that clearance is used. I have never heard of clearence being a code word for used. They sanitize their own mattresses in the back of the store using the wet method when the mattress should be sent to a sanitization plant for the dry method of sanitization as required by the Clark County Health Department.

The wet method only cleans the surface of the mattress. If there have been any fluids that have penetrated the surface of the mattress then you are laying on these dried fluids. If there is enough moisture then these fluids are no longer dry. I have seen many complaints on various websites of consumers complaining about their Mattress Firm mattress becoming lumpy after a month or two. These lumpy mattresses are more then likely used. If the consumer tag that should be white is yellow then your mattress is used.

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L
May 22, 2016 8:32 pm

I had a terrible experience with these people. I bough a king beauty rest mattress, which has a broken box spring and defective mattress. Obviously these mattress were used . I called manager, they exchanged it to another brand. Now I have a sealy posturepeidic which is terrible.
I had paid over 1700.00 for these piece of garbage...

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T
Mar 08, 2010 8:32 pm

If you see two of the same mattresses in the store. One costs $1, 000 and the other $500. Don't you think you would wonder or ask the sales person why it is half off? I'm sorry lady, but use your brain.

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D
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Mattress Firm - ripped off

I purchased a bed from mattress Firm and tried to exchange it using my 90 exchange warranty, I am a single mom with fibromyalgia and desperately needed a top of the line therapeutic mattress to help my condition, when the bed didn't work and i was in more pain then before i got it I tried to exchange it for a different bed within my ninty days, when I got there I decided to get a bed that was much cheaper but seemed to feel better so I also got my brother in-law a bed. I paid the difference but when it came time for delivery they refused to exchange because they said there was a stain on the mattress. There is no stain I have pictures and proof however they still refused I asked them to come out again and when they did they refused the exchange because there was a hair on the mattress they also charged me another 65 dollars for the second attempt. while they were inspecting my mattress i noticed their clip board had notes to "Find a stain!" written on my order form! it also said do not exchange, so I was screwed out of a total of ninety three or more dollars to be harassed by people that had no intention of ever giving me the warranty. I am disgusted by the entire chain of command and the way I was treated. the regional manager called me a liar and i was told i would not be reimbursed any money at all. I will be taking this to court however i am fighting a lage cooperation so chances are ill just be out more money for wanting justice, and a good nights sleep.

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D
Dec 05, 2010 8:32 pm

I disagree with this person. I have had 2 exchanges with the Royal-Royal from it sinking in the center of the mattress and have not had a problem exchanges. We purchased our Mattress from Mesa, AZ. On 12/3 I called to haver it replaced again and spoke to a very nice guy name, Richard and he was very understanding with us and swapped out the Royal-Royal for the new Chairman Royal-Royal. He also explained to us that the Royal-Royal had multiple complaints so the brand was replaced with, Chairman Royal-Royal.
He asked me when would I like to have the new mattress delivered. I responded today kinda joking! He told me that we would be 1st on the list between 5-8pm. This type of customer service exceeded our expectations. The mattress delivery guys showed up at 6pm with a red carpet outside our door and were very polite and had extreme attention to detail and product knowledge. The only way that the above complaint can be is because the person had bad stains on the mattress. Please read your owners manual prior to defaming this Mattress Firm with this outrageous complaint! People need to calm down and stop with the accusing people and companies of things that are not true!

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M
May 25, 2009 8:32 pm

Can you believe that non medical professionals are advising people on how to combat multi-million dollar companys in lawsuits for cases where the customers made wrong decisions to begin with? WOW, What this world is coming to...

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R
May 16, 2009 8:32 pm

Since you have pictures of the mattress take the company to small claims court and suit for the amount you are out. All amounts plus court costs. Most companies wont treat customers in the fashion that you have been treated however that being said, I would go after them and be honest with the court, tell your story, leave nothing out. The courts generally are on the side of the consumer when they are honest. I understand Fibermyalgia, my wife has it, bring a print out of it just in case the judge doesn't that way he/she may want to be advised and it could bolster your case... Good luck and God bless

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G
5:20 pm
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Mattress Firm - broken promise

We purchased a $4000 Tempur-pedic mattress and ergo adjustable base from Mattress Firm on Friday, 3/13/09, our 10 year anniversary. Our sales person, Ben, was very nice and informative. We were on our way to buy at Gallery Furniture. Ben promised that Mattress Firm provides Red Carpet delivery, they have everything in-stock, and, since they are just down the street from us, we thought okay, we'll buy from these guys instead! Well, we were assured the delivery would take place the next day, Sat, between 6 and 9 pm. They had the mattress protectors we purchased brought in from another store which we stopped in Sat afternoon to pick-up. I talked to William and he assured us everything was set for the delivery today. He was working with a couple who also purchased a ergo adj bed for delivery tonight. Anyway, at 7:30 pm we get a call from a lady at the store, who said they could not deliver our bed today due to a paperwork error, and the soonest would be Sunday from 4 to 7 pm. We had already stripped our old bed of the mattress pad, sheets, blankets etc. and took down pictures and moved things - it looks like a bomb went off in our bedroom - in preparation for the delivery. Now we will have to put things back together to sleep tonight, and it just spoils the anticipation we were expecting from the purchase. We gave up our Saturday night invites from friends to be home to get our new mattress. We have yet to hear from our sales person, store manager or anyone of authority. So, what does this mean about their customer service if we do have other problems.?

Damage Resulting
We lost an evening of fun with friends, and they spoiled the excitement we felt about our new bed. Next time, we will go to Gallery Furniture, as I know Mattress Mack would not let this happen to his customers!

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A
Dec 30, 2010 8:32 pm

I have been shopping for a new mattress and I am leaning more towards a Tempur-pedic. What I discovered is that you do not need the higher end ones. You just get a thicker mattress which you do not need unless you weigh a 1000 lb +. You have to think like an engineer and you'll soon understand that it is all about density (pcf), and stresses. I am buying the cloud which is one of their cheapest $1500 for a queen excluding the base), and has the right density for an adult between 100 and 250 lb.
I have not dealt with lasting Impressions and cannot provide specific comments. However, as an engineer, I alway do my homework first by gathering as much relevant data/information. The first thing I did is checked the first customer reference listed used on their website. Check out this website to see for yourselves what I found (you be the judge whether it is or it is not relelvant)
http://www.oregon.gov/OBCE/pdfs/Naugle_3553_09_1023.pdf?ga=t

I also placed a phone call [protected]) and all I got was a voice message. I agree with some of the postings like " If it looks to good to be true ..." . Always remember the famous latin sayingt "caveat emptor" which means "buyer beware".
Good luck with your search !

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T
Nov 17, 2010 8:32 pm

You were that inconvenienced by a 24 hour delay-I waited 2 weeks for my tempur-pedic bed. Cry me a river little rich girl.

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C
Apr 26, 2009 8:32 pm

I have purchased from them myself and they ran into an issue and refunded my delivery with no problems. Also not to sound rude but you scheduled the delivery for Sat night when you purchased the bed so you lost that evening with your friends yes, but that was not the their fault. Plus you were able to get your bed that very next day, so why is that such a big deal. Plus all you had to do for the night was put sheets on and there ya go! Your making something into a bigger deal then it needs to be. Yes they should have been there Sat but they weren't. One last thing, why would you expect someone to call you? If you really had an issue with this you would have demanded someone call you.

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M
Mar 21, 2009 8:32 pm

This man forgot to tell you that Mattress Firm will refund your entire delivery fee back to you if the delivery is not as promised. Also, from my experience, they have GREAT CUSTOMER SERVICE! The best around! They have professional and courteous salespeople who truly care about their customers.

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Mattress Firm - poor customer service

My wife and I went into the Mattress Firm looking for the least expensive Twin mattress set. The sales rep Jaime, showed us the stock mattresses. The cheapest mattress had absolutly no padding and cost $179. The next cheapest cost $238. They seemed a little pricey. I told Jaime that we wanted to go look around at a couple of stores to compare quality. Jaime...

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R
9:04 am
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Mattress Firm - beware

I have been shopping around for a new mattress and doing my research online because you can't trust sales people too much. I was trying to decide between the Tempurpedic Rhapsody and a Serta Vera Wang Latex bed. I went into the Lakeland Mattress Firm and was speaking to Casey and the Manager on duty. I told them that I had been shopping around and doing my...

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L
9:00 pm
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Mattress Firm - bad matress/warranty

We purchased a mattress about a year ago. After about the first six months, we started getting extreme backaches, pinched nerves in our necks, shoulders. It would be so painful to get out of bed. There have been nights when I wake up and literally cannot move to get out of bed and the pain is so bad I can't breath. After talking with the owner, he said...

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V
3:17 am
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Mattress Firm - poor customer service

I recently purchased a mattress set from 1800mattress.com. Using a combination of their live chat and telephone, I selected my set and they billed me that night. They said that I would need the cards to provide a rubbing for authorization of purchase upon delivery. At the time of delivery, they attempted to charge me again. They eventually did charge me twice, taking the money from my debit card. After spotting the problem, I arranged with my bank a conference call to clear up the situation. That day, the problem was seemingly taken care of and the right charges were made to the right places. However, today I just found out that they had made another charge of my debit card, illegally taking money without the proper authorization or my approval, effectively charging me double the original amount. When I called to clear up the situation, I was met with some of the nastiest customer "service" I have ever experienced in my life. After the problem was seemingly cleared up again, and I was told that all the proper charges were made and that I had been credited back the wrongfully charged moneys and the money would be in my account. I checked my bank statement several hours later to discover that the money was not credited back. I called again and was told that the paperwork was submitted to the finance department and that they'd get to it in 3 or 4 business days. My account is still short the money which was illegally taken!

They state on their website that they are proud of their "high level" of customer service and that they treat all their customers "honestly and fairly". I have yet to experience this.

Needless to say, this experience has been no bed of roses and I will never buy another mattress from them again!

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M
Sep 06, 2019 8:32 pm

I purchased a mattress from them 6 days ago, it never expanded. It was delivered defective. They refused to take it back! They say they have a no return policy. I waited on hold for over an hour to be insulted by their Customer Service Rep. When I asked to speak to a manager, she said there wasn't one available.
I'm sick of companies like this getting away with crimes against consumers through blatant lies! Why do we let them stay in business when they should be taken out and shot, or at the very list, thrown into prison.

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T
Sep 06, 2008 8:32 pm

I ordered a Sealy TrueForm Cool Springs Cushion Firm and recied a less expensive Sapphire Bay Cushion Firm matress. As anyone who has purchased a matress knows, the thing that really matters is the specifications. I was assured the construction of the Cool springs mattress was the same as the Crystal Sea mattress I had tried out in a store. And it is. The specifications of the Sapphire Bay Cushion Firm are extremely different and much less firm. Not only did they use the bait and switch tactic, they originally tried to sell me a latex foam mattress that they were obviously had too many of and were trying to push on all of their potential customers. If you do choose to use 1800 Mattress, they do have some good prices during sales, get documentation from the salesperson before agreeing to purchase anything.

The worst part of this whole story is that 1800mattress nevr tried to make it right in any way other than simply cancelling the order.

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S
Aug 15, 2008 8:32 pm

I would never buy a mattress from this company. I am currently shopping mattresses and used the live chat feature and the rep was very helpful at first. Then i made the big mistake of asking her where i could go to try out the suggested mattress. She asked why people would use the live chat link if they wanted to try out a bed and a store rep would give me the same information that she was giving me. Unbelievable! Why would I buy a bed I do not try? Mybe she was just having a bad day or it is another issue of outsourcing customer service. Dunno but this company will not get any $$ from me!

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J
5:56 pm

Mattress Firm - mattress mayhem - dirty tricks

I was looking for a good night's sleep and visted a man named Sam Alba at 1800mattress on 86th street. He was poorly dressed and seemed to have no interest in me or my problem. He was SMOKING in the store which i found appauling and as soon as he mentioned I wanted to shop at Sleepy's around the corner all he did was bad mouth them and products they have that he does not carry. TOTALLY UNPROFESSIONAL!

I found a great sales person at Sleepy's today and am typing this from my new cozy comfortable SLEEPYS mattress.

Thank you SLEEPY'S !

BOO 1800MATTRESS - for mud slinging tactics !

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A
12:00 am
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Mattress Firm - scam and cheating!

I read a complaint on this site about being registered for a Mattress Firm Visa through Wells Fargo Bank without authorizing it. The same thing happened to my husband and I after financing the purchase of tempur-pedic mattress. We are in the process of trying to get a mortgage so I am hoping that it will not adversely affect our credit score. I don't...

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B
12:00 am
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Mattress Firm - used my personal information to enroll me in a visa

Both my wife and I were both sent VISA cards through Mattress Firm in Oklahoma City and Wells Fargo Financial - not solicited to accept the cards - but sent the cards and registered using our personal information from the sale with no disclosure by us and now it shows on our credit - we called and they had no comment locally - called company representatives Fred Weaver and Matt Forbes and no response and no return call.

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+1 877 346 5494 +1 866 942 3551 More phone numbers
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