Mattress Firm
reviews and complaints

I ordered my bed on 12/07 and had the adjustable frame delivered, and was told the mattress would be at a later date 5-7 days. I went online to track today and I noticed it was delivered to whole another state not my address,
I called and was refer to online chat, tried online chat nobody available, tried sales surprised there someone there anyways, I chatted with a guy online and he said that Fedex screwed up and on there end it was correct address, He told me that he would expedite the order and I would get a confirmation in an email. Im still waiting for this email. not happy. #wheresthecustomerservice

I purchased a mattress on 11/15/2020 from store #060002 in Waco, TX. Order #
S033541564 to be delivered on 12/9/20. Today I called the store and talked to a Brian who is the manager to check on my delivery and was told they did not know when it was going to be delivered.
I told him I wanted my money back and he said I would have to talk to Johnathon the salesman but he was not in.
Mattress Firm has my money and I have no mattress.
It looks like these people are nothing but crooks.

Joe Allgood
[protected]
[protected]@rocketmail.com

1 week ago, I ordered a Tempur Pedic LuxeAdapt Soft from a Mattress Firm stores. It was supposed to be "red carpet delivery". Here is what actually happened.

1. They dragged it on the ground, outside and inside. Scruffed up the mattress. I found plant matter on it.
2. No gloves.
3. No COVID precautions whatsoever.
4. Banging against my home's walls.
5. Slammed it onto my bed frame.
6. The mattress was not covered in plastic. There large holes and rips all throughout it.

I called the local store and they offered to exchange it. I took off work to be available for this 2nd delivery, but the same thing happened again the 2nd delivery. This 2nd delivery did not have proper plastic covering on the mattress (big tears and holes all throughout the plastic). The delivery guys were rude and were dragging the mattress along the concrete outside.

So I call the local store again. They offered to exchange it AGAIN, but it will be the same delivery guys. I am at the point where I will never use Mattress Firm again. All I need to be satisfied is to be sent a replacement cover to fix the damages from the delivery guys, but the store that sold it to me says that they can't even do that.

I'm hoping that you care enough about your reputation to help me out with this. Everyone I've told about this personally so far has been shocked and says they will not use Mattress Firm to buy. It's just a true story. Anything that I can do? I'm not seeing any solution and I am regretting buying this from Mattress Firm.

***Complaint @ Hamilton Mall Location Mattress Firm (Off Freeway)

I am an Airforce Veteran who takes care of a Army 101st/ "Screaming Eagles"/ 3rd Special Forces/ Paratrooper who is a disabled service connected veteran, on a 24/7 basis.

*Tuesday, July 21, 2020 I spoke with over the phone Sales Associate Lee Robert Allen regarding a Twin Mattress (economical value) and told him I'd see him tomorrow, Wednesday, July 22, 2020.

*Wednesday, July 22, 2020 I went into the store, in person spoke with Sales Associate Lee Robert Allen regarding a Twin Mattress (economical value), which we discussed the prior day, purchased a Sleepys Basic Firm Mattress Twin Prime $169.99 and it was suppose to be delivered Thursday, July 30, 2020. We discussed it fitting in the back of my Chevrolet Cruze, along with another associate, a woman with him, I determined that was not suitable thing for me to do, and I wanted it delivered. He told me it would be delivered, the bed price will change to include the delivery charge and taxes and your bed will be delivered on Thursday, July 30, 2020.

I left the store for as I stated I take care of a veteran 24/7.

**Tuesday, July 28, 2020 I receive a phone call at 1:43 pm from Mattress Firm Associate Samantha stating my mattress was ready for pickup. I told her it is suppose to be delivered on Thursday, July 30, 2020. Samantha was very apologetic and professional. I ended up paying someone to watch my husband the Veteran and another person to take me to go pick up the mattress which was suppose to be delivered.

We arrived around approximately 3:45 pm. - 4:00 p.m. Tuesday, July 28, 2020.

When we walked in Associate Samantha was with a woman and her 2 children, Associate Lee Robert Allen was with a woman who then left, I approached him he swiveled his chair with his back towards me, taking a bit of his food, " I said Lee", he said I've acknowledged you, I'll be with you in a minute", walked toward his friend with a smirk on his face, and them turning red and laughing at the situation, with his friend who was sitting on a bed, (same man who was in the store on July 22, 2020 and another man who was on another bed, thinking the incident was funny, never acknowledging me but made it his point to tell me before you cause a scene leave the store. There was no scene, I wasn't disrespectful, I wanted to state to him my bed was suppose to be delivered like we discussed on the 22nd of July.

This incident has placed me under mental anguish from a unprofessional negligence caused by an associate who felt it was okay to do me this way.

Like Senator John Lewis stated: "Good Trouble" . This is good trouble because I righteously paid for a service that was disrespectfully showed me what he thought of me.

Not only was it disrespectful to me a customer but to me and all other military men and women who have served, serving or thinking about serving for he told me he served in the Army.

Also, I received at 4:26 p.m. on July 28, 2020 less than 30 minutes after I left the store on my email from a Bobby Allen in his own words stating: "I sincerely want you to know that I am very sorry for your frustration. I am not sure where the miscommunication on my end took place in reference to delivery. The bed shows to have been setup for a pick up at the store. I am sorry if I missed understood your desire of delivery. I am going to process a refund of $50.00 dollars to you on your purchase for your troubles. I have included Sam Hernandez who is my area manager on this email, because we take guest relations seriously.

Again, I am sorry for the inconvenience. If there is anything else we can do, please feel free to let us know.

Bobby Allen

Hamilton Pointe #057001

Mattress Firm - A division of MFRM family of brands

Improving Lives One Relationship at a Time

This should of been told to me in the store.

Not in a email less than 30 minutes after I left.

Plush does not mean zero support and that's what i get with this new mattress. I sleep in a hole can barely get out of. 2 nights mattress already sagging so I go back online to look at exchange only to find the exchange will cast nearly half the price of a mattress. These people are crooks and internet is full of complaints about them. Used car, , cell phone and mattress salesman criminals all of them working on commission so rob the people at every opportunity is their motto! American business has become nothing more than a bunch of Mafioso dirt bags praying on the old and ignorant. Burn in hello Mattress Firm I hope you're the next failed business to go broke.

My case number is Case # [protected] [ ref:_00DG0gBKA._5006f1YrI3O:ref ]
I have several emails regarding my purchase.
I asked for a plush/ultra plush. To cut a long story short the salesman stated he has been with the company for 20 years and he sent me the mattress curve. This mattress feels like a medium nothing like I wanted.
Also, I was charged 799. for a mattress on sale for 549. I was not able to get assistance with this so I went to my credit card company to correct the overcharge. I'm within the 120 days to exchange the mattress and the complaint department stated the salesman will contact me and I ask why because he is the one that overcharged my in the first place. I asked for a refund now.
Still no call and no response to my case.
Please help Mrs. Ahles

My husband and I purchased a mattress, box spring and frame from Mattress Firm on 3/21/2020, Order number S030046262. Our sales associate was Debbie Hayes. We received our set on time and by the first night I wasn't happy with the purchase. My husband asked me to wait a few weeks to get use to it and I did. After a couple of days, I started hearing a bad squeaking noise and thought it was the frame. I contacted Mattress Firm and they advised me to contact the manufacturer. I took the mattress and box spring off of the frame and put it on another frame and the noise continued. We realized that it was the box spring. My husband shared with me that right before the bed was delivered, Mattress Firm called him to tell him that the box spring that we purchased was out of stock and that they would send one that was comperable. Well it was not. The box spring that they sent must have been the worse they have. It squeaks every time we get in bed, out of bed, turning over in bed - frustrating.

I reached back out to Mattress Firm to advise them that it wasn't the frame, it was the box spring. They responded and asked for a 10 second video of the squeaky mattress which I did and that was my last communication with them. I only wanted a replacement of the box spring but now that they stopped responding, we have purchased another mattress with another company and need to return the mattress and boxspring.

I want to return bed 120 days are about up do to virus store what do I do? email [protected]@hoblit.com [protected] I am looking for answers please advise thank you Don Wayman

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.

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.

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.

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

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.

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

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

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