Menu
Register
Write a review File a complaint
Mattress Firm Customer Service Phone, Email, Contacts

Mattress Firm
Reviews and Complaints

Mattress Firm's customer service contact info has been verified by the ComplaintsBoard team. We made sure it's all legit and accurate, so you can trust it! 👌
www.mattressfirm.com

Learn how the rating is calculated

1.4 13 Reviews 260 Complaints
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Mattress Firm Complaints 260

ComplaintsBoard
T
2:55 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

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.

Read full review of Mattress Firm and 1 comment
View 0 more photos
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.

Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
D
D
DarA12
, US
Nov 17, 2009 6:43 am EST

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

ComplaintsBoard
R
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.

Read full review of Mattress Firm and 3 comments
Hide full review
3 comments
Add a comment
H
H
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

H
H
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

W
W
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.

ComplaintsBoard
S
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.

Read full review of Mattress Firm
Hide full review
ComplaintsBoard
J
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.

Read full review of Mattress Firm and 1 comment
Hide full review
1 comment
Add a comment
H
H
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.

ComplaintsBoard
H
3:31 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

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.

Read full review of Mattress Firm and 4 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
4 comments
Add a comment
C
C
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.

J
J
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 complaint 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

ComplaintsBoard
M
5:08 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Featured review
This review was chosen algorithmically as the most valued customer feedback.

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...

Read full review of Mattress Firm and 4 comments
ComplaintsBoard
F
1:57 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

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 !

Read full review of Mattress Firm
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
O
6:56 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Featured review
This review was chosen algorithmically as the most valued customer feedback.

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...

View 0 more photos
Read full review of Mattress Firm and 7 comments
ComplaintsBoard
R
4:02 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

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.

Read full review of Mattress Firm
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
J
4:14 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

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.

Read full review of Mattress Firm and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
T
T
Taylorface
, US
Mar 12, 2010 6:42 pm EST

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 ###.

T
T
toldyadidntI
Columbus, US
Oct 15, 2009 9:14 pm EDT

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.

ComplaintsBoard
L
4:12 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

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.

Read full review of Mattress Firm and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
L
L
Leticia Rodriguez
, US
May 22, 2016 7:13 pm EDT

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...

T
T
Taylor521
auburn, US
Mar 08, 2010 7:57 am EST

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.

ComplaintsBoard
D
8:28 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

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.

Read full review of Mattress Firm and 3 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
3 comments
Add a comment
D
D
David Marshall
Tempe, US
Dec 05, 2010 4:54 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

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!

M
M
MIZ RUDE
, US
May 25, 2009 4:31 pm EDT

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...

R
R
redeeminggrace
Ontario, US
May 16, 2009 9:59 pm EDT

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

ComplaintsBoard
G
5:20 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

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!

Read full review of Mattress Firm and 4 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
4 comments
Add a comment
A
A
aghyoul
Gainesville, US
Dec 30, 2010 3:27 pm EST

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 !

T
T
Tomaz Anon
Buffalo, US
Nov 17, 2010 10:41 pm EST

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.

C
C
cooburns
Peoria, US
Apr 26, 2009 3:06 pm EDT

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.

M
M
Mattress LADY!
Tomball, US
Mar 21, 2009 4:02 pm EDT

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.

ComplaintsBoard
A
8:30 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

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 said they had the best quality. Then continued to offer a "deal". He stated he would try to get a friend and family discount for us. I said I would still like to look around, and would maybe be back if I could still get that deal. Jaime said that if I left he didn't think he could get the deal. (seemed a little fishy) So we let him call, of course he got the discount. It did save approx $40 off their normal price. So we decided to buy. We spent $220 after taxes. On the receipt, it stated they had a 110% low price guarantee. So I decided to continue to shop right after we left. I found and advertised price with Big Lots for a Serta Arrington twin SET, both mattress and box, for $109.99. I called up Jaime to let him know. He said there is no way that it is as good quality as the mattress that we had already picked out. He went on the internet to the Big Lot website, and saw the ad. When he called back he offered to give us the "el cheap-o" for the Big Lot price. I became very frustrated with this, because their receipt said 110% refund. Then Jaime asked about the warranty. The Big Lot assistant manager Chris in Auburndale, said there was a manufactors warranty, but nothing else. I asked Jaime if he knew what warranty that would be. He said no. But that the mattress at Mattress Firm was a 1 year. I figured that the warranty was at least that. Jaime then wanted to speak to Chris from Big Lots. Chris pleasently agreed to on my cell. We of course canceled the purchase with Mattress Firm, and got the Big Lots mattress. Thanks but no thanks to Mattress Firm for their OVER-PRICED help!

Read full review of Mattress Firm and 3 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
3 comments
Add a comment
JerryTurner
JerryTurner
Evansville, US
Aug 10, 2009 11:26 pm EDT

Okay, you've gotten it off your chest. Feel better?

Now go on and stop worrying about this. Both Mattress Firm and Big Lots are good companies. Pricing is not always the same at all stores for various reasons. Mattress Firm specializes in MATTRESSES. They also provide more service for the money. Sounds like the sales person was pretty slick; there was no reason why you had to bow to his pressure. This says more about your weakness than about his salesmanship.

IMO (that means "in my opinion" in Internets Talk, ) the Serta brand ain't what it used to be. You want a cheap mattress, you're gonna get a cheap mattress. I would rather buy a decent mattress like Tempur Pedic, which will do wonders for you. Try it, you'll like it.

R
R
rebecca_taylor
Edmond, US
Feb 24, 2009 11:32 am EST

It's not a 110% refund.
Mattress Firm's contract that I'm sure you signed, since they make everyone sign it upon purchase, clearly states that if you find a COMPARABLE mattress (meaning it has to have a similar coil unit and materials used) for a lesser price then you are entitled to a refund of 110% of the price difference. So, if you bought a mattress at Mattress Firm for $200, and then found the exact same mattress or something VERY similar somewhere else for $150, you would be refunded $55. ($5 is 10% of the price difference of $50.)
You should really not sign anything if you don't understand it, or complain about it for that matter. It gives the company a bad reputation simply because of an ignorant consumer.

C
C
cooburns
Peoria, US
Feb 18, 2009 9:50 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Ok maybe you should have shopped before buying. I'm not trying to be rude but you would have avoided all of that if you just did what you said you were going to do and just shopped. They by the way are just doing their jobs. When they said you can get the deal now not later it's called trying to close you. There's nothing fishy or strange about it. If you have been in sales in your life then you might understand that. By the way they will give you 110% of the difference on a compparable set. Big Lots does have some great prices on mattresses but you have to look at where your shopping... Mattress Firm is a very large company. They are a mattress retailer. Big Lots deals in close outs and products other compaies sell to them at an extremly good price. They are a good company, I'm sorry you had a bad time.

ComplaintsBoard
R
9:04 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Featured review
This review was chosen algorithmically as the most valued customer feedback.

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...

Read full review of Mattress Firm and 4 comments
ComplaintsBoard
L
9:00 pm EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

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...

Read full review of Mattress Firm and 13 comments
ComplaintsBoard
V
3:17 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

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!

Read full review of Mattress Firm and 3 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
3 comments
Add a comment
M
M
Mark Scofield
, US
Sep 06, 2019 9:16 pm EDT

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.

T
T
Tim
,
Sep 06, 2008 1:26 pm EDT

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.

S
S
Stephanie
,
Aug 15, 2008 12:44 pm EDT

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!

ComplaintsBoard
J
5:56 pm EDT

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 !

Read full review of Mattress Firm
Hide full review
ComplaintsBoard
A
12:00 am EST
Featured review
This review was chosen algorithmically as the most valued customer feedback.

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...

Read full review of Mattress Firm and 8 comments
ComplaintsBoard
B
12:00 am EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

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.

Read full review of Mattress Firm and 20 comments

Mattress Firm Reviews 0

Looks like Mattress Firm has no reviews yet.
Write a review
Subscribe to receive notifications of all new customer feedback

If you represent Mattress Firm, take charge of your business profile by claiming it and stay informed about any new reviews or complaints submitted.

👉 Claim your business

About Mattress Firm

Screenshot Mattress Firm
Mattress Firm is a retail company specializing in mattresses and bedding accessories. They offer a variety of mattress types, including memory foam, innerspring, and hybrid models, as well as bed frames, pillows, and other sleep-related products. Their services include sleep consultations and home delivery.
How to file a complaint about Mattress Firm?

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

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

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

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

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

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

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

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

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

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

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

Overview of Mattress Firm complaint handling

Mattress Firm reviews first appeared on Complaints Board on Jun 24, 2007. The latest review Deny of valid claim for defective or failed mattress was posted on Apr 14, 2024. The latest complaint Online order never received - delay in refund was resolved on Mar 02, 2023. Mattress Firm has an average consumer rating of 1 stars from 273 reviews. Mattress Firm has resolved 19 complaints.
Ratings on other review websites
Trustpilot
Trustpilot
1.7
338 reviews
Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service
  1. Mattress Firm Contacts

  2. Mattress Firm phone numbers
    +1 (877) 346-5494
    +1 (877) 346-5494
    Click up if you have successfully reached Mattress Firm by calling +1 (877) 346-5494 phone number 0 0 users reported that they have successfully reached Mattress Firm by calling +1 (877) 346-5494 phone number Click down if you have unsuccessfully reached Mattress Firm by calling +1 (877) 346-5494 phone number 1 1 users reported that they have UNsuccessfully reached Mattress Firm by calling +1 (877) 346-5494 phone number
    +1 (866) 942-3551
    +1 (866) 942-3551
    Click up if you have successfully reached Mattress Firm by calling +1 (866) 942-3551 phone number 0 0 users reported that they have successfully reached Mattress Firm by calling +1 (866) 942-3551 phone number Click down if you have unsuccessfully reached Mattress Firm by calling +1 (866) 942-3551 phone number 0 0 users reported that they have UNsuccessfully reached Mattress Firm by calling +1 (866) 942-3551 phone number
    +1 (516) 861-7969
    +1 (516) 861-7969
    Click up if you have successfully reached Mattress Firm by calling +1 (516) 861-7969 phone number 0 0 users reported that they have successfully reached Mattress Firm by calling +1 (516) 861-7969 phone number Click down if you have unsuccessfully reached Mattress Firm by calling +1 (516) 861-7969 phone number 0 0 users reported that they have UNsuccessfully reached Mattress Firm by calling +1 (516) 861-7969 phone number
    More phone numbers
  3. Mattress Firm emails
  4. Mattress Firm address
    10201 S. Main St., Houston, California, 77025, United States
  5. Mattress Firm social media
  6. Andrew
    Checked and verified by Andrew This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Jun 13, 2024

Our Commitment

We stand for unbiased reviews

We make sure all complaints and reviews are from real people sharing genuine experiences.

We help resolving issues

We offer easy tools for businesses and reviewers to solve issues together. Learn how it works.

We advocate freedom of speech

We support and promote the right for reviewers to express their opinions and ideas freely without censorship or restrictions, as long as it's respectful and within our Terms and Conditions, of course ;)

We ensure transparent and fair ratings

Our rating system is open and honest, ensuring unbiased evaluations for all businesses on the platform. Learn more.

We care about your privacy

Personal details of reviewers are strictly confidential and hidden from everyone.

We are easy, free and open to everyone

Our website is designed to be user-friendly, accessible, and absolutely free for everyone to use.