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1.4 272 Reviews

Mattress Firm Complaints Summary

19 Resolved
241 Unresolved
Our verdict: If considering services from Mattress Firm with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Mattress Firm reviews & complaints 272

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J
10:41 am EDT
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Mattress Firm no bed vibration feature attached to the bed.

My wife and I purchased a the Mattress Firm 300 from salesman Rusty Hamon, a salesman with Mattress Firm on 3/8/2020. The sale occurred at the Fresno CA. homeshow. When we purchased the mattress we tried the floor model out and it was equipped with a vibrating feature. The bed that was delivered does not have that feature. Additionally, we were given a starter kit, which included a mattress cover, sheets and two pillows. We were advised that it would be sent by Fed Ex within 7-10 days. I have attempted to contact the salesman and he wont return my texts or calls. I have spent a lot of money and am wanting to get the quality of service it. All I need is some answers about why the bed didn't come with the vibrating feature and why I haven't received the start up kit.

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7:51 am EST

Mattress Firm saggy mattress

This mattress was purchased after we were informed by sales staff that we would enjoy peaceful sleep. The mattress has now sagged to a point where it causes body aches and sleep is no longer comfortable.
Mattress Firm has been our choice for mattress purchases for quite a long time and we have referred friends and family members also. We are requesting a replacement mattress of optimal quality that this company is known to provide its customers.

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9:30 pm EST

Mattress Firm order.. s028655203

I ordered a matress and sleep set .I received my bed two months ago.ive had to call customer service a couple times, to be told bed set is out of stock..it took 2 months to tell me this..and they said they would order the sleep set items individually..except if have to take a matress cover instead of a comforter..This won't do. I've had a bed with no comforter for two months because I've been waiting..if I can't get pillows .sheets and a comforter..I don't want the bed!..I signed a contract to receive all items .and it's not my fault they are out of stock .I shouldn't have to wait!.surely there's someone in authority who can get me a sleep set of some kind! .I'll take any! But I Need it..That's why I ordered it! ..why does the customer have to take the hit..Any other store would replace my items .I was told comforters are too expensive for me to have one.they go past what I paid..What? Are you kidding me? .Really? Well mark one down..And fill my order..A giant company and I can't get what I signed for? I don't understand why I have to do without or wait till the cows come home..This won't do..Please send me my set..Thank you.

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8:07 am EST

Mattress Firm home damage with delivery

We purchased a new mattress on Dec 6th from the store in Salem, NH (order S028635368) and had it delivered Dec 9th. However, when removing our old mattress the delivery guys put a hole in one of my walls. When my husband talked to them, they offered to put the new bed together and asked that we not contact the store. While my husband was talking to them I was calling the store to report the incident.

I spoke to the salesman, Klaus (who is very nice) He said he would get the damage reported. A couple of days later I called the store again and talked to Tom, who asked me to send him pictures, which I did immediately.

On Dec 12, my husband got a call from the outsourced delivery company stating that the delivery driver would call us to arrange to have someone come and fix the damage. And if we didn't hear from the driver, we could call him to arrange for a repair. Why would I need to call anyone to get damage fixed that they caused?

After the call on Dec 12, I called the store to find out what was going on. I again spoke to Tom who said that there wasn't anything more that they could do from the store side and that I would have to talk to the delivery company. I immediately called them and spoke to Dave Mahoney and assured that the driver would call us that day to arrange repair. As of Dec 16th, we have heard nothing more from anyone regarding this issue.

I would like to have the damage to my home fixed and compensation for the aggravation and inconvenience of this situation. Customer Service is lacking here and is making for a very unhappy customer who paid for an expensive bed.

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7:12 pm EST
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Mattress Firm I purchased a bad mattress back in october 2019 at the night deal retail store

Are used the third-party leasing company Progressive to do the three month leasing option. I waited two months for my lease to start progressive kept telling me they were waiting on mattress firm to finish sending over the documents. Or we could go I got a new lease agreement from Progressive with a higher amount than what is on my original receipt I received from mattress firm in October. I went to the retail store to try to get an explanation and he made it seem as though it was Progressive changing the price no mattress firm. I will be contacting the attorney general because this is breaking the consumer protection law because I was never disclosed that my amount was increasing prior to a new lease being drawn up on my behalf.

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9:51 pm EST

Mattress Firm dream bed lux lx510

I purchased the dream lux 3-17-2018, the mattress is terrible, the worst I have ever had, i am a side sleeper and i am In so much pain with this mattress, the salesman never told me this mattress was not for side sleeper, and I find out that there is different lux mattress for different sleepers, I was not given that option. I am getting ready to take legal actions, and get channel 5 news team involved my email is [protected]@aol.com

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7:34 am EDT
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Mattress Firm mattress return.

My name is ron schaffer.. I have als a fatal neurological disease.
I bought mattress 10/23.. U delivered it... Then on 10/27 I came in told the guy working sunday I could not get in the bed. It was to high. I told him I want to exchange it for a more expensive one he had on the floor. He said I had to keep it 30 days. That it would take getting used too. I said it isn't a matter of getting used to it, that I couldn't get in it. I have a slide in grab bar to assist me getting in and out of bed and a stool. The bed was so high I couldn't get my hands in the bar opening.
He kept insisting I had to wait 30 days. I told him to refund my money, which he did. He charged me a restock fee and delivery charge to pick it up.
This fellow cost u a sale.. On a more expensive mattress then I originally purchased.
I want my restock fee and delivery charge refunded.

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R
4:24 pm EDT

Mattress Firm manager choi young

Bought a serta motion I series and was delivered and Installed on 10/12/2019. Was missing connecting straps that keeps bed from coming apart. Saw manager and explained to him it was missing and he told me I didn't need it and tried to tell me it was an option. Was very rude and kept giving me the runaround. Finally called Serta and there sending me the connecting straps.

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K
1:55 pm EDT

Mattress Firm box spring is broken and can't complete filing warranty online

Broken box spring wire and wood is showing and sticking out of frame. I purchased box spring on 2/14/18. And barely slept on it because I was in hospital for nearly a year and a half. I have serious medical problems and back problems I would like very much if I could get this matter resolved as soon as possible.
Thanking you in advance,
Keturah Artis

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12:15 am EDT

Mattress Firm leggett and platt adjustable frame

Your company delivered a defective adjustable frame on August 22, 2019. After 2 weeks, the frame has no power, and the frame is stuck in a flat position. I have called Leggett and Platt several times, and was told a ticket was opened, and a servicemen would call to schedule service after the parts are delivered.
I am financing this product, and have not made my first payment .
Please have someone contact me ASAP, regarding the exchange for a new frame, and remote, not parts to replace a supposedly brand new frame.
Thank you.
Valerie Duncan RN
120 Kopsia Drive
Jupiter, Florida 33458

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6:47 pm EDT
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Mattress Firm service

From: Ms. Marilena Mattos
Customer
1650 Hwy.36 W apt.262
Roseville MN 55113

To: Mattress Firm Corporate Office
10201 Main St
Houston, TX 77025-5229

About: Mr. Jason Hepola
Manager
Mattress Firm Rosedale Center
1723 County Road B2 W
Roseville, MN 55113

Ref: Formal Complaint

September 28, 2019

Dear Sir or Madam

I'm writing to strongly complain about Mr. Jason Hepola, manager of the Mattress Firm in Roseville, State of Minnesota.

In order for you to understand the nature of the complaint, I'll explain the situation.

I bought a mattress in the store last November, however due to physical limitations, it got too soft for my disability. It was past the 120 days, but I talked to Mr. Bennett Sanders, the other manager of the store, who is a true gentleman. We talked and he suggested I called Customer Service, and probably file a Warranty Claim, which I did.

Ten days after I've filed the Claim, I went back to the store just to ask if they would have means to check on its progress. I was talking to Mr. Sanders, when Mr. Hepola, who had no idea of what we were talking about, interrupted asking what the problem was. I briefly explained, and with a tone of contempt he basically told me I did not have a case, and just left. I want to point out, that my objective was just to check, and he had no business interrupting my conversation with Mr. Sanders. I was very surprised, and told Mr. Sanders that "he was not a good man".

Anyway, time passed, my Claim did not go through but the company gave me a 30 % coupon for my next purchase. Actually I've received 2 coupons of 30 % in my email. Yesterday, Friday, September 27, I went back to the store accompanied by a friend. Mr. Sanders was not there, and I had this feeling I should just leave and come back the next day, Saturday. However, Mr. Hepola approached and I began to explain that I had 2 coupons, and showed him one in my phone which he read, and again treating me as if he was there doing me a favor, he ignored my situation, immediately said that the coupon was not acceptable, got up and turned without even trying to finish listening to me.

I want to be clear that all I expected was respect and that he had listened to me, and probably explained whatever he needed to explain about the use of the coupons.

He was rude, treated me as if I did not deserve his attention, showed contempt, impatience, and honestly I have difficulty even describing his unacceptable behavior as a sales person, and worse, as the manager of a business. My companion was appalled, and even more shocked because he was shoeless, what did not really bother me. I left the store, almost in tears, anxious and I could not really believe in what had happened.

Today, I went back, and talked to Mr. Sanders who explained the situation of the coupons, and I ended up buying a Purple 3, which apparently was the only product in the store he could not use the coupon or coupons. So, between the Serta ISeries100, for $1, 394.80, which I had to change for the ISeries 500, for $1, 799.00, and finally the Purple 3, $ 2, 125.06, I have spent about $4, 000.00 in the store.

My point is that I've bought 2 mattress from the store between September 2018 and today. My problem was not that my Claim was not accepted, or that I could not use the coupons, or that my disability made no difference to the company; my problem was, and is, Mr. Hepola disgusting treatment of the customer. I was nervous to go back to the store today. My companion advised to go to another one, but Mr. Sanders's gentleness made me go back although and still had to look at Mr. Hepola's contemptuous look as soon as I entered.

As I write this letter, I feel like crying. I'm an American, proudly naturalized, 27 years in this country, and a teacher at the University of Minnesota. I have never been treated like this for anybody, and anywhere during these 27 years.

I felt Corporate needed to know. I thank Mr. Bennett Sanders for his kindness, and his professional behavior. He is to be commended, but Mr. Jason Hepola does not deserve any of my respect.

Respectfully,

Ms. Marilena Mattos

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J
5:48 pm EDT

Mattress Firm customer service/rude employees

My wife and I just purchased a mattress from the above location. My wife went to pick up the mattress since I work late they assured us they would tie the mattress to the car. They attempted with no effort and obviously they didn't tie it right and they said just drive slow. My wife advised them it did not appear secure to which they stated you are not going far. The complaint comes that after the mattress fell off on a busy roadway right outside their store they stated that's why we recommend delivery with a condensing tone.

Their disregard for her well being or the fact that she could have been hit by a vehicle due to their ignorance they did not care. They did not do anything to help and were extremely rude to her on the phone. This is the worst encounter we have experienced at a mattress store. The mattress fell and thank god a good person stopped to help. Not helping is one thing but being rude and disrespectful will not be tolerated.

SKU # V000111340

Juan L. Hernandez

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4:33 pm EDT

Mattress Firm recent mattress order

I devoted 3.5 hours to cancelling this order and could not accomplish that with multiple chatbot attempts and many phone calls to customer service. I simply want the order cancelled. Delivery cancelled. Full refund to my Visa card. Here is the info:
Order Placed: Sep 14, 2019

Order Number: WEB0001799915

Billing address
Gregory Muller
2215 Arch St, Apt 506
PHILADELPHIA, PA 19103
Payment method:
Credit Card
Gregory Muller
Visa
************6128
Amount: $207.86

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Update by Gregory Muller
Sep 14, 2019 4:34 pm EDT

Is Complaints Board going to help me out?

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8:53 pm EDT

Mattress Firm delivery

I was given a two hour window so I arranged to only miss a half of day of work. I put all the old stuff outside on the deck to save time. An hour and 15 past my window, I found the tracking app. Only to see it was going to be another 45 minutes. I now had to miss the entire day of work which cost me money. According to your website you only delivery until 5:00 but whatever. So then I schedule a dinner pick up based on the time, it got changed three more times. Final delivery was 6:15. No apologies. I called once and was on hold for 20 minutes before giving up. I called a second time and chose the call me back option and that was 90 minutes ago. I tried online chat and was never connected to an agent after 15 minutes. I am extremely disappointed and unsatisfied with how I was treated. Does this company even care? The website says free delivery if not there within the window, we'll i had already gotten free delivery so I'm going to guess I get told too bad but perhaps in nicer words. I will never shop your story again and am telling all my friends of this experience. Regards, Becky Neely

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8:46 pm EDT

Mattress Firm bad in store experience and even worse customer service

I will save the bad in store experience for when a real live person actually gets back to me. As far as customer service goes. I contacted the live chat yesterday after my store experience to discuss what happened. Waited a long time to be connected and when I finally did it was a huge waste of time. I spent a lot of time typing out what happened during my in store experience only to have the customer service rep not read what I actually wrote and commented back on something that I never ever talked about. Then said she will have a district manager call me personally with in 24 hours. Well it's well over 24 hours and no one has gotten in touch. Yet another disappointment. Please have someone contact me as soon as possible. I am extremely unhappy.

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8:30 pm EDT

Mattress Firm driver

A Mattress Firm box delivery truck sped down our road this evening. It was getting dark, with more than a dozen children out playing. He was traveling at such a high speed, he didn't see, or didnt acknowledge the stop sign. I yelled out to him that it was there, he ignored me. He actually gave the truck more gas around the corner, just missing us and the ditch. He then continued to speed off at a much higher rate than the posted 25 miles an hour. There were 2 men in the cab that we could tell. The address is the corner of Earnest and Ponderosa in Lakeland Florida. We realize that it is a convenient cut through, but I will call the law if he continues to terrorize our community.

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6:08 pm EDT

Mattress Firm mattress

Ordered a mattress and box spring with a specified delivery date as provided during the web order. the schedule date was confirmed between 8am and 8 pm on friday 8/2 with an email and phone call 2 hours prior. I scheduled time off from work for this. Got home from on 8/1 and queen mattress was half on and and half my porch . no box spring. I did get a confirmation for the box spring delivery later in the evening. Called to complain there was no email or call sent to me and its too heavy to get up to the second floor. When i called to complain the lady said its because the mattress was delivered directly from the vendor via fedex. The box spring is being delivered via "red carpet" so they send out the emails but the vendor doesn't/didn't generate a tracking number etc. Never of this. I said well, when they deliver the box spring the guys can haul the mattress upstairs for me... wrong. she said the red carpet guys are not obligated to move the mattress. Fedex just delivers to your door. Bogus. should have gone to the guy the street. And to think this is what is driving away the mom a nd pops

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11:55 am EDT
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Mattress Firm staining under waterproof cover...

First mattress arrived with huge middle indentation. They replaced it under the " comfort guarantee." I photographed a noticeable left side indentation., but decided to overlook it to avoid the hassle. I used a waterproof protector sheet and a mattress pad under the sheets. Creepy brown stains have appeared UNDER all that protection! I think I got a refurbished mattress both times. Having read through the "stain policy", I know disputing this will be a waste of time, as there is no way to prove that those stains weren't made by me. At this point, only reimbursement would do anyway - no way I want another product from this company.

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2:25 pm EDT

Mattress Firm adjustable base for hybrid mattress

"today, july 22nd, at noon my adjustable base was delivered and upon receiving it fresh off the truck, it does not work?!?! The delivery crew was not able to get it to work with the remote. I wanted to send it back but I was advised by mitch goldman, the manager at the downingtown store, to have the crew leave the broken base and mattress here at my home. I am not happy nor am I pleased with mattress firm. I purchased three mattresses for over $6000.00, bought mattress covers for them to adhere to the warranties on all three beds and I am already having issues? I even purchased two package deals that were rather expensive. I feel that my time has been compromised with these two hour delivery schedules and I should be credited for todays delivery since I will have to host another one tomorrow and I paid a fee when I know other mattress stores have a free delivery.! I would like to have some one other other than mitch goldman call me to reassure me that I made a good decision to do business with mattress firm. At this point, I feel like I have been ripped off and that my pocket book has been violated. I will not recommend your business to any one unless this is revolved to my complete satisfaction.

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3:34 pm EDT

Mattress Firm kingsdown mattress.

We have purchase a very expensive mattress from sleepys. Shortly after it was sagging. Now it has got to the point that it so bad sagging so much we can't sleep on it. It causes pain. We followed the directions and filed a claim. Did all the pics and waited. We now received a decline saying it is in spec. With a giant quilted pillow top bed you can't see how the underlying foam and support is depressesed. They know this. I have now read hundreds of reviews saying the same thing. Everyone seems to have the same issues with the mattress and warranty denials. I even believe there is a class action suit for this against them. I'm not the only one who spent more than $3000 and has a useless bed and has been denied a warranty claim.

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Update by Chrisww911
Jul 16, 2019 3:35 pm EDT

They shouldn’t get away with selling a product. Saying it has a warranty, then denying all claims !

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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.

How to file a complaint about Mattress Firm?

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- 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.

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- Attach any relevant supporting documents that can strengthen your complaint. Avoid including sensitive personal data in these documents.

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

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

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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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