Mattress Firm
reviews and complaints

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

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

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.

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.

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

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.

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.

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.

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

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

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

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.

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