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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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12:31 pm EDT

Mattress Firm warranty sales

We bought an adjustable frame when we bought our mattress. The frame came with a free warranty. The sales associate wanted us to buy a different warranty for $249. I didn't see the point. She explained that this warranty would cover ABSOLUTELY ANYTHING that went wrong. So we bought it. Now my dog has chewed through the power cord. I call the warranty and they tell me no it is not covered. I feel completely ripped off!

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1:53 pm EDT

Mattress Firm accurate size of king mattress

Purchased a beautyrest pillow top mattress (standard king size 76x80) - known and listed on website. Received mattress it is 74x77 inches. Called got a lady Crystal who was useless, said she emailed her manager Sean, I call speak to Sean he acts clueless. Thank god for Roy who atleast understood. They say a mattress can be 2 inches smaller each way, I never heard of this and advised it should be stated in a disclaimer if this is so, website says 76x80. Roy was able to speak to his district mgr, they sent me another mattress, it is no better. I decided to measure the frame it is 77 inches long..how can you sell a King bed for 3 inches smaller and not advise your client. I am seeking to return with no charges to me as I feel I was falsely sold a king bed. you are charging me the price and not supplying the product. Got another idiot that told me it can be 5 inches smaller I told him call his district mgr he may disagree with him. Whatever, lets see if Roy can get me refunded with no fees. I will not use Mattress firm in the future.

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9:36 am EDT

Mattress Firm delivery process

To whom it may concern,
I purchased a mattress during your fourth of July Sale at the following location:3299 NW Randall Way Ste 113, Silverdale, WA 98383
The sales person my family dealt with was Cheryl, she was the store manager at this location. Cheryl had provided a quote for me at the begining of the sale. She was very pleasant to work with. She was knowledgeable and really knew how to give my wife and I space with our children as we tried to reach a consensus as to which mattresss would best suit our needs. Cheryl gave us options and we actually bought the one she reccomended.
During this time she mentioned how her store prides itself in providing the military with the best with providing discounts in which was applied to the delivery. I explained how we lived on base and she said she understood but they may need an escort worse case scenario. She also mention there would atleast be a two hour window for delivery. So after all that was discussed my wife and I said we would return July 4th to make the purchase. After the purchase she said the earliest delivery can be made on Saturday, 5th of July.
I assured I would be available in the case I needed to escort them because my wife is currently pregnant with our other two children and I didn't want her to have to deal with any issues. I received a text to confirm the appointment and I received a call and they (Matthew Flores) told me that they didn't realize it was on base and didn't have the proper identification even if I escorted them onto base. I called Cheryl, she said she would contact the driver (not sure did she got a hold of them) but I was informed by Cheryl that I would not receive the delivery until monday ended up having to reschedule the delivery date to Monday because it couldn't be rescheduled until the truck returned to the warehouse.
Again, I made sure I could get the time off to alleviate any inconvenience to my wife. I receive the call on Monday from an automated call stating they would arrive in 30 minutes and after 15 minutes I receive another call from the driver stating the same issues of how they can not come onto the military installation due to lack of indentification. So I requested they meet me at the location where the mattress was purchased where we met with another very understanding sales representative Dena, Cheryl was off. I explained my situation to Dena and she assured it would be taken care of. It comes out that only the driver can come onto base given that he is the only one with proper identification. Dena proposed he deliver the mattress alone, but with my assistance with dismantling and assembling my purchase. I explained that I paid for delivery, which is a luxury I paid for. She understood and she would reimburse me the delivery fees and take a hundred off the price of the mattress.
Although I feel that Dena did her best to make the situation right I did want to let you know as a first time customer what my experience was. Going forward I will not make future purchases with you all due to this experience and hope that the customer service or delivery process maybe improved by sharing my experience.

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4:06 am EDT
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Mattress Firm sales personnel

Totally unacceptable personnel. I was lied to and grossly overcharged when I bought a king size mattress for $4000 and was told it was 100% natural latex. It is not it is polyurethane foam. I only found this out after having been crippled barely able to walk for months and losing work because of that, because of so much sagging.
To make matters worse Serta who originally agreed to replace it with something of the same value gave me the runaround and ultimately are refusing to honor the warranty. This was after I was given completely false information by the manager in the Norwalk Connecticut store. He stated no mattress has a 30 year warranty and no mattress has a three-quarter's of an inch drop? He said repeatedly that they are all 1 1/2 inch and that warrantees are only 10 maybe 15 years. I've verified with Serta that indeed my mattress had both the 30 year warranty and the 3/4 of an inch drop. My mattress is over an inch and a half drop anyway and they are still refusing to replace it even though they said they would and they also confirmed that I was lied to and grossly overcharged. STAY AWAY.
I have written the Attorney General and I'm going to proceed to let the Department of consumer protection and the Better Business Bureau both know about this situation.

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8:25 am EDT

Mattress Firm service

Re: Order Number S025824240

On May 25th, we bought mattresses for our son and fiancée' in Phoenix, and our daughter in Chicago. A couple weeks later, we bought ourselves one in Tulsa. To say we have spent close to $10, 000 in the last month or so is accurate. Keith in Tulsa was amazing and helpful and all that you would ever need for a salesman. Our son in Phoenix reported that his salesman was amazing as well.

Our daughter loved her salesman in Chicago, Victor Wilkins, as a salesman. He is NOT good with customer service. When she went in, the FIRST thing she told Victor was that she had a platform bed. Her order includes an adjustable base that he said "might not work". Let's stop here. What he should have done was have her take pictures or measurements to see if it would work.

Long story short, they delivered and kind of installed, didn't plug it in or show her how to use it. She signed, NOBODY told her she could refuse the base, she went to check it out and it was taller than her, she's 5'. She could not get in bed without climbing...it clearly did not fit. She has pictures if you need them. She lives in a tiny apartment and by herself, she got it off the bed and it's leaned up against the wall in her way. She has bruised legs from running into it. It's now been that way over a month.

She called Victor immediately, 5 minutes after they left and said come back and get it, it won't work. He first said she should have refused it and then said he would take care of it. That was on 5/25. He never called back. I have called, she has called, we have tried to be nice, yet he is not interested in customer service. He does not respond back. He has gotten rude, he told her I needed to quit calling him. She said, then take care of it.

He now says they will pick up on 6/16 and she can't do that. She cannot take off for that, it has to be on a week day. They also said they will not refund $90 and we cannot afford that. It SHOULD NOT have been sold to her in the first place.

Help, I'm at my wits end and now wish I had never spent a penny with you.

Darlene Lawson [protected], [protected]@att.net)
Daughter, Kristina Lawson, Roscoe Village (Chicago)
Son, Scott Lawson, Goodyear, AZ (Phoenix)

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4:31 pm EDT

Mattress Firm failed delivery

Negative Stars...First thing my delivery was scheduled for Sunday. I received a call on Thursday stating my delivery was scheduled for Friday. So, I phoned the store several times and told Jun & Sterling I can't take off from work and that my delivery was supposed to be for Sunday not Friday. I called on Sunday to make sure that we were still on and that everything was ok. I spoke with Sterling on Sunday a few times and he assured me that my mattress would be delivered as scheduled between 2:30pm - 4:30pm. I made sure everything was ready for the delivery including taking my box spring out to the dumpster (doing you guys a favor) and put my old mattress back on the bed frame (which sags now due to not having the box spring). I put my dog in her kennel and dragged my 6 food cat condo, her litterbox, food and my scared cat in the bathroom. AFTER 4 hours, still no delivery, NO contact from anyone, NO courteous call. I heard someone knock on my door at 9:30pm Sunday night. 5 HOURS LATER! REALLY. Hello, I'm sleeping. I still did not receive a CALL from anyone yesterday OR TODAY, NO MESSAGE, NO EMAIL. I had to call you guys this morning and reschedule my delivery for SATURDAY because some of us work 60 hours a week and cant take off. So now I have to wait another week. UNEXCEPTABLE, DISAPPOINTMENT. You guys didn't even apologize. YOU stressed out both of my animals on Sunday, for no reason and NOW I have to sleep on my sofa for a whole week.

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12:59 pm EDT

Mattress Firm service at tyler, texas store

I have been shopping for a mattress for several weeks now and have involved with your online department and in the store. I have been working with Michael and Mitchell at the Tyler Texas store on South Broadway and Kelly Bonner online.
I had the store work with me on a quote for the Homage mattress by Southerland mattress. I response to emails that Kelly and I would communicate thru, she was aware of me looking at the Homage. However, she also mentioned to me different items to look at that involved going to different stores because not all have the same items on display.

Events:

Spoke with Mitchell in Tyler about the BlackIce and Homage, my wife was not with me so we needed to go back later that day

Went back that evening and was more interested in the Homage because the memory foam was not of interest to my wife. This time with spoke with Michael because Mitchell had to leave.

While trying to find info on your website, the chat session popped up and I began chatting with Kelly Bonner. We went back and forth several times via email and she recommended other items located in Tyler but not at the same store.

I then went to a smaller location in Tyler and saw Michael again, I specifically went there to look at a Gladney, turned out it was the wrong store. Now I travel to the other store that I was not familiar of the location, Michael even gave me landmarks to let me know of its location.

I met with Josh at that store and specifically went to look at the Gladney and and one other. I let him know I had been at other stores and mentioned Kelly Bonner to him.

While visiting those stores, I did not go over any kind of pricing at all, it was to simply see the product. However, I have voicemails from Josh and Mitchell asking about matching any online price.

Most recently I went back into the Broadway store we started out in and was greeted by Michael. We spoke briefly and that was it. I mentioned the Homage mattress again and he showed me a new model. After that he was helping another lady but never returned, even when he was done. It seemed obvious he had not true intention on helping us but he did say bye.

I ask my wife to go back and look at the Homage and Purple mattress later that day. Her and my daughter went and spoke with Michael at the store. My wife had mentioned that it was hard to find any info online about the Homage product and his reply is what is concerning. Note that my daughter was with me every time I went in and was aware of all conversations.
Michael said "he has mentioned 5 times that its not online but yet a test item for their location". My wife also ask if they worked with the online pricing because she new I had been talking with Kelly Bonner but she wanted to by local. Michael's response, NO, he said I had an open ticket with them and he couldn't do anything.

I called Josh to ask him for the District Managers name and number, he said he could not give out personal info. I told him I was asking for business info and not personal. I then left my number for her to call me after she got back from vacation. The next day I receive a call from Mitchell claiming to be the area manager in Tyler. This is the same Mitchell from day one that was a sales associate in the Tyler store. I am to assume he is not a District Manager.

Summary:

I totally forgot about the $39 charge online to hold some sort of pricing, prolly more of a sale tactic vs a legit charge

Mitchell told me I had gone to several stores in Tyler and they did not want to get into a pricing war. I ONLY went to those other stores to look at a mattress not in the other stores. One store I went to by mistake, we have two stores on the same road and I had mistaken and I can promise I did not talk about price in either

I only spoke with the online staff because it popped up while I was online and she had a lot of info.

I have recently had neck surgery because of an injury from a car wreck, we were hit by a drunk driver. I have also been sleeping in a recliner for 6 months and want out to say the least. I am wanting to get a product that will last, I cant continue having to figure out how to get out of bed that has my back or neck in such pain that I feel I cant even move when I wake up. The purpose of me searching online for info on the Homage product was just that, I want major quality at this point. Southerland Mattress told my they discontinued the product and I was concerned about why, hence, why it was brought up several times. Michael claimed it had a 98% satisfaction rating and I wanted to validate it. Well come to find out, that is an in house rating of a small sample, another sales pitch.
I want a Regional Manager to call me at [protected] after reading this

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Update by HeathCarver
Jun 23, 2019 1:08 pm EDT

Another note to add:

When the question came up with Michael about matching online, my wife simply mentioned that as a shopper, wouldnt you take the best offer, His reply was its not a perfect world.

Thank you
Heath

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2:45 pm EDT

Mattress Firm product: mattress

My mattress Hampton & Rhodes limited edition cooperleaf mattress. By my head board the mattress is sunk in toward the floor lower then the foot of my bed and the side I sleep on is have a sink hold a big dent on that side. I have turn my mattress about eight times in two years still not comfortable the mattress keep sinking in when I get in to lay down that is not ok with me

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11:09 am EDT

Mattress Firm king mattress and customer service

On 6/13/19 we had made a purchase w/ a sales associate at ur buffalo & sky pointe location he failed to advise us on a lot of missed info that I was then informed on by another location associate at a diff location. I'm extremely upset /the interaction not to mention he forgot to add something on our order which led to us sleeping with our mattress on the floor. My contact info is 702/375/1382

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4:06 pm EDT
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Mattress Firm associated stanley carpel

Store #110138
Associated Stanley Carpel
My customer is # C002664128 Luis C Guerra [protected] cell

Friday 14 i bought a mattress Mr CARPEL he never gave me the return policy, just the main bill printed in his PC, today try to return i found that i need to paid $89.00 dollars for pickup plus another fee .Thus a staring an argument about he say or i say, thsi argument scaled to a degree a feel treat by his body demeanor to scream right on my face, i consider this basically a verbal abuse to a senior i am 73 year old men, Monday i going to the senior abuse office to issue a formal complain about firm mattress and specific about the abuse suffer from Stanley Carpel

[protected]@msn.com

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2:25 pm EDT

Mattress Firm service

Bastrop Texas -They did not have size but will order and deliver. I went back to store on June 5th to get delivery date because I had request day off from work. They said June 12th. On June 12thI called because I did not receive reminder call. I was told we not doing delivery because its inventory day. Unacceptable customer service. The only factor was a comfirm delivery date. Their only solution was deliver it tomorrow. Thanks for no listening. Most people work and have to request the time off.

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9:33 pm EDT

Mattress Firm empty promises

Purchased a mattress this past Tuesday. Was told the truck would bring it in Thursday. And in fact, I could pick it up around noon on Thursday. Around 6 pm, Thursday I stopped by to get the mattress I purchased. No mattress. In fact it was not even scheduled to be delivered to the store #2069, Hulen.
The manager, Rich told me he could have the mattress at the store Friday by 7 am. I mentioned that I thought the store did not open until 10 am, Rich replied, that is correct, but I will be up here. At 1:28 pm Rich called my wife, a school teacher several times. I returned Rich's phone call. I was told again that the mattress would be at the store at 6 pm. Sometime later Friday I received a call saying the mattress was running late due to traffic. At 7:40 pm I arrived at the store to find again, that the mattress was not there. I would really like to post my aggravation so others would not go though this type of empty promises.
Thanks for listening.
Concerned customer

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4:27 pm EDT

Mattress Firm service complaint

To Whom It Concerns I had a service problem at the Mattress Firm at 625 S. Colorado BLVD, Denver, Colorado 80246 733-2995.I would also like to add that I had more problems with the service 6 years ago with a sales representative named Ann.I was given free Delivery for her Rude Service and mistakes she made on the order so I did not file a complaint.I just purchased a Mattress, Metal Platform Box Spring, Mattress Protector with Delivery from a salesman named Edmundo Roth.I do not feel Edmundo created this problem intentionally however he was very unprofessional.I would also like too add that I am having problems with bad service everywhere I go so this is also a societal problem.I am 49 years old and have worked in service and I would have been fired on the spot for even a minor infraction.The service in the USA has gone downhill so bad that most people do not even know what good service is and very few businesses have any training and if they do it is lack luster at best.At any rate Edmundo quickly helped me decide on what I wanted so we moved straight to the close as a salesman should do.The issue started when I handed him my Drivers License to get all of the pertinent information.My name reads Andrew Feliciano Vance.Edmundo is Hispanic and commented on Feliciano with a big smile and asked me if I speak Spanish I replied in Spanish a little bit.The big smile faded as Spanish is his primary language and he clearly wanted to proceed in Spanish.Then Edmundo starts talking about Jose Feliciano as if I am related to him.I told him I am not related and know very little about him.I was hoping we could just move on so I told him Feliciano is my middle name as he still had my ID and he replied I know and continued on about Jose Feliciano so to move on I told him that I got the Feliciano name from an adoption and that I do not have a drop of Hispanic Blood.The Big smile was know completely gone and a scowl came over his face.He could not leave this alone and had to pry into my personnel business that I do not like to discuss yet I just wanted to get past it and move on so I continued to answer all of his questions about my adoption.I informed him my parents were young and irresponsible.This still was not enough for him and He asked what about your Grandparents.I told him they tried but were all too old and sick.This was unacceptable for him so he objected to this as this is apparently business as usual in the Hispanic Culture and he was passing a negative judgement on my Dead Grandparents.So once again to try move on I informed him that the Social Services came in and I was taken by the State went into Foster Care, Group Homes and was eventually adopted by a Puerto Rican Family.He still was unable to accept this maybe because he feels a Hispanic Family should never ever adopt a Caucasian as many Hispanics are Racist and hate Caucasians.We then had to get into a deep philosophical debate as to it not being fare to sick elderly people to have to raise a child as well as not being fare to the child to be raised by old sick dying elderly people.He then realized that he was going to lose this debate so he finally decides to move on and says that he knows that my situation was really bad.I did not agree with him and said that it was still for the best.He continued to insist that this was bad.So I then informed him that this happens all the time and we kept going around and around before he finally had enough and decided to move on with closing the sale.Later when I got the call for delivery from the robocall it said the Delivery was for Andrew Feliciano.I called back to the store and Edmundo answered the phone I reminded him that I told him Feliciano was my middle name he replied " Yes I Know".I then Informed him that he put Feliciano as my last name.He Replied Yes this was the name in my head so I put it down as your last name and also stated that it does not matter.I told him that it does matter to me and that I wanted the warranty in my proper name.He told me it would take hours to pull the order off the truck and redo it.I said I wanted it done.It took about five minutes to get my name properly spelled and he acted as though he could not pronounce or spell Vance.I now lost my temper and started yelling out the letters with a word and saying VANCE.After about 2 minutes of me yelling he finally figured out how to spell and pronounce it and stated English is my second Language.I run into this problem constantly not just with Hispanics but also with many other races so here again consistent bad service here in the USA.He said he would call me back after he straightened it all out I assumed several hours.He called me back 5 minutes later and said he called the Delivery and had pulled the mattress and order and corrected my name.The next day Sunday May 12th at 5:oo P.M. I get a call from delivery that they could not find my name in the call box to get buzzed in so I went down and let them in.When I went to sign for the Delivery it said Andrew Feliciano and I then had to explain to the delivery men that the salesman put my middle name as my last name and I could not sign as Andrew Feliciano and I would be signing my signature as Andy Vance.I then had to explain to the Delivery man a Hispanic named Jose that I got Feliciano from an adoption and that I am not Hispanic and do not speak Spanish.I had told Edmundo that I was not going to hold a grudge and was just going to move on However now He lied to me about correcting my name on the Delivery Order. This really angered me so I have now decided to file a formal complaint regarded this issue.I will add that I have had worse service than this at Mattress Firm in the past yet I still remain Loyal to Mattress Firm because I like your prices and products.So going somewhere else I will still probably get Bad Sales Service and pay more money for a similar or the same quality product.As I stated I would have been fired from my sales and service jobs on the spot for doing things that people nowadays do all the time.It makes me Angry getting constant Bad Service and Dealing with Racial Hatreds and issues as this is just an excuse to hate each other.Cain and Able were Blood Brothers, Money did not even exist or any of the reasons that we all have for hating and killing each other yet Homo Sapiens from very first batch Hated and Murdered each other.Cain took a stone and bashed his own Blood Brothers Brains in.So from the very first batch of Homo Sapiens we Hated and Murdered each other.It does not look like we are getting any better as a species.Species that treat each other like this always go Extinct!From my sales and service training I was taught to Avoid Politics, Religion, Sex, Race as well as avoid any and all Deep Philosophical Debates as these subjects will always lead straight to problems and many people will take such offense they will not do Business with you ever at all.Back then you could usually find better service somewhere else nowadays it is so widespread everywhere in the USA Society that going somewhere else usually will solve nothing at all just create more problems.I know that this complaint will do nothing to solve the problems of The USA Society.I just spent all of this time here so that I can say that I did something in hopes of making me feel like I have accomplished something.If you do not count your own accomplishments nobody else will count them for You! I have also accomplished getting a new bed and after only one nights sleep I and my back especially are already feeling better so I will not let this incident completely tarnish my accomplishment.Thank You From Andy Vance 3284574!

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12:25 pm EDT

Mattress Firm sexual harassment on employees

Jude George and Aaliyah barrientes have both been preforming disorderly conduct with each other at work yesterday at around 6:00 Pm April 30 2019 I caught them in the parking lot together while Aaliyah was on the clock. Within Seconds Jude Rushed into his car as soon as he saw me pull up so I wouldn't see him I have screenshots of them calling each other throughout the day

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6:15 pm EDT
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Mattress Firm employee not paid

Worked with this company for over 3 years as a driver deliverying in the Atl area. Third party contractor walked out which was hired by Mattress Firm. So Mattress firm say they will be paying us for lost wages months later no money given to workers and they expect to continue to work. I use to love working for this company but heartbroken havent heard anything. Reach out to supervisor and warehouse manager no helo they just scream corporate. I dedicated long days hard work great spirits and good scores for this company. Guess ill have to sue. Geesh and there worth 4 mil. My God!

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12:36 pm EDT

Mattress Firm sleep tracker

I was told when I bought this mattress I was untitled to a sleep tracker and that I was to go on line and submit my information and it would be mailed to me, well all I get online is that my request is being processed and nothing more. I would not have made such a big purchase had I not been able to receive the sleep tracker. When I called the local store I was told now that they had nothing to do with it and that I needed to go on line and request it. Well it looks like I been had after spending over 3,000.00 I would like this issue resolved or I will take the next step.

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9:49 am EST
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Mattress Firm mattress delivery

We were given a window of 1:30-3:30 during which our mattress would be delivered on Sunday, February 3. At 3:30 I called Mattress Firm in Torrington and the manager, Steve, said we were the "next stop", and the truck would be there soon. We called back at 4:30pm, still no delivery. Store was supposed to be open unitl 7pm but they stopped answering their phone at 6:30.
Then lo and behold...a deliver van showed up at our house at 7:05pm! No explanation, no apology. Mattress was delivered.
Simply put, when I spend $1, 900 on a mattress and box spring, I expect professional service. No so with Mattress Firm. Would not buy there again.

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12:07 am EST

Mattress Firm mattress not delivered

I get a call from jose (‭+1 (909) 687-4136‬) at 7:54pm stating that they are "running later than expected, the car completely turned off and waiting for my boss which is in anaheim, and i'm in walnut" jose continued with "would you still like us to deliver or reschedule for another time?" I said yes deliver. He said ok it'll take some time so I said would it be an hour? He said let's just say an hour and a half, and again this was at 7:54pm conversation lasting a minute long. I check my phone, my phone being on loud but 2 missed calls at 9:06pm when I see these missed calls it's already 9:21pm. Yes granted for some reason my phone didn't go off but I called back and this person jose who called me didn't leave a message didn't try to call back after the 2 times in that 9:06pm time again no messages at least could have tried to call after 2-5 minutes
So my husband and I with my 1.5 year old are waiting here with no bed to sleep on because we were expecting a bed tonight 1/25/19
I don't want to return the mattress I just wanted to let you know your employees need to be trained better to contact the consumer
And leave messages if that try again to contact the consumer because I had said yes I would still accept the mattress even if it was an hour and half later. It's already after hours, and no one to contact. I just can't believe we could be sleeping on a mattress but no we're left sleeping on the floor because no call back and when I called back which is up from 9:21 until now which is 10pm no call back no nothing no communication
Not good customer service, really

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7:22 am EST
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Mattress Firm I am complaining about a mattress and box spring

We purchased a mattress and box spring for my son five months ago. Unfortunately, the mattress has sagged at least 6 inches and the box spring is broken.

We went to the store and the woman agreed that the mattress and box spring needed to be replaced. She said we had to go to the manufacturer which we did. They said they wouldn't replace it or take it back because there was a stain on it. We asked for a manager to call us back which he did but I was at work in a meeting and couldn't take the call. When I'm not at work I will call them back.

I can't believe this is happening. Why must consumers fight for things they should be entitled to.

Thank u for listening

Julie Fanning
2600 73rd Court
Elmwood Park, IL 60707

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5:40 pm EST

Mattress Firm mattress and customer service

Wish I had read the reviews before I purchased...

My 1st purchase was a floor model on clearance. My previous mattress of 10 years had been a floor model as well and I was very happy with it for a long time, so I was totally fine with doing it again. It was very uncomfortable and surprisingly enough they took it back for a full refund minus a 10% restocking fee plus a $79 pickup fee. I didn't mind because at least I wasn't stuck with it. I picked out another. This one was an upgrade and was brand new. It was delivered to my home and I noticed there were several hanging threads (the ones you see on cheap clothing), and after just a few nights I was waking up with pain and realized that the mattress was sagging in the middle. I talked to a salesman at the store (not my original person) and he begged me to give it some time due to them needing to be broken in. In my mind I couldn't imagine what it would be like more "broken in" due to the sag... But I tried it for 2 more weeks. I was waking up feeling worse every morning and my fit bit was telling a story as to why... I wasn't sleeping well at all and kept rolling into the sag which had turned into a hole. I called my original salesperson and asked if the company would do anything and she said she would have to call her area manager.

A few minutes passed and she called me back to say that she had spoken to the area manager who had said that it was apparent that they could not make me happy so they just needed to come and take everything back but would indeed charge me a restocking fee. I literally could not believe my ears. The way she said it was that I had been a troublesome customer just full of complaints and that was very far from true. I was actually very happy with the 1st transaction, although not with the mattress, the fact that they had taken back a clearance item was awesome, so there had been no ill words spoken!

The bottom line is that the mattress was awful, and I am out about $500 with no mattress to show for it. DO NOT shop here. The 120-night sleep trial apparently is a 1x only deal but you will still pay the restocking fee plus the pickup charge. That is too big a risk if you ask me... Better step it up Mattress Firm. Dream Cloud is out there with a 365-night guarantee; full refund- no questions asked. I'm waiting on my delivery now.

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Mattress Firm Customer Reviews Overview

Mattress Firm is a retail company specializing in a variety of mattresses, bed frames, bedding, and sleep accessories. They offer products from numerous brands, catering to different comfort preferences and price points. Customers can shop in-store or online, with services including sleep consultations and home delivery. Mattress Firm also provides financing options and frequently holds sales events. Their aim is to assist shoppers in finding the right mattress for their individual sleep needs.

Mattress Firm In-depth Review

In summary, Mattress Firm is a reputable provider of mattresses and sleep accessories with a wide range of products that cater to various preferences and budgets. Their customer service is commendable, and they offer a sleep trial to ensure customer satisfaction. While some may find their prices higher compared to competitors, the financing options make purchases more accessible. The company also shows a commitment to sustainability and community involvement.

Company Overview

History and Background: Mattress Firm has established itself as a well-known mattress retailer in the United States, with a history of providing a variety of mattress options and sleep solutions to customers.

Locations and Accessibility: With numerous stores across the country, Mattress Firm is easily accessible for in-store shopping experiences, and their online platform extends their reach to those preferring to shop from home.

Product Range

  1. Types of Mattresses Offered: They offer a diverse selection, including memory foam, innerspring, hybrid, and adjustable mattresses, catering to different comfort preferences.
  2. Other Sleep Products and Accessories: Beyond mattresses, Mattress Firm also provides a variety of sleep products like pillows, bed frames, and mattress protectors.

Pricing and Value for Money

Comparison with Competitors: Prices may be on the higher side when compared to other retailers, but the quality justifies the cost for many customers.

Financing Options and Payment Plans: They offer financing options, making it easier for customers to invest in a good night's sleep without immediate financial strain.

Customer Service

  1. In-Store Experience: Sales representatives are generally knowledgeable and helpful, assisting customers in finding the right mattress for their needs.
  2. Online Support and Responsiveness: The online customer service is responsive, with various channels available for support.
  3. Delivery and Installation Services: They provide convenient delivery and installation services, although some customers have reported delays.

Quality and Comfort

Material and Construction: Mattresses are made from quality materials, offering comfort and support.

Durability and Warranty Policies: Products typically come with a warranty, ensuring long-term durability and customer peace of mind.

Sleep Trial and Return Policy

Trial Period Duration: They offer a sleep trial, allowing customers to test their mattress and ensure satisfaction.

Ease of Returns and Refunds: The return process is straightforward, with the company working to ensure a hassle-free experience.

Customer Reviews and Testimonials

Positive Feedback Highlights: Many customers praise the comfort of the mattresses and the professionalism of the staff.

Common Criticisms and Complaints: Some customers have noted higher prices and delivery issues as drawbacks.

Promotions and Discounts

Current Sales and Offers: Mattress Firm frequently runs sales and promotions, offering significant savings on their products.

Loyalty Programs and Benefits: They may offer loyalty benefits, though specifics are not detailed here.

Website Usability and Online Shopping Experience

Navigation and Product Information: The website is user-friendly, with detailed product information readily available.

Checkout Process and Online Security: The checkout process is secure, ensuring customer data protection during online transactions.

Corporate Responsibility and Sustainability

Environmental Initiatives: Mattress Firm has shown a commitment to sustainability, though specific initiatives are not detailed here.

Community Involvement and Charitable Actions: The company is involved in community activities and charitable work, reflecting a sense of corporate responsibility.

Expert Opinions and Endorsements

Certifications and Awards: Mattress Firm's products often come with certifications that ensure quality and safety standards.

Recommendations by Sleep Experts: Sleep experts may recommend their products, but specific endorsements are not mentioned here.

Conclusion

Overall Impressions and Recommendations: Mattress Firm is a solid choice for those seeking quality mattresses and excellent customer service. Their product range and sleep trial make them a suitable option for various sleepers.

Suitability for Different Types of Sleepers: With a wide selection of mattresses, Mattress Firm can accommodate side, back, stomach sleepers, and those with specific sleep-related issues.

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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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