Mattress Firm
Reviews and Complaints

This is not against a store location. It is for the online purchase. Repeat customer even though mattress received in 2018 was not good after 1 yr even with flipping/rotating it. Ordered mattress online 2/14/23 after consulting for best one. Delivery scheduled for 2/20 5:45pm - 7:45pm. Decent time since figured we be last stop of where I lived. 2 hr window expired so looking at tracking to further advise another 8:30 to 9:05 after about 40 min delay. So tracked. It said 12 of 15 they were on. We were15th stop. 9:05 arrived and still no one, went on line to track and still no show! Tried to call anyone and everyone closed. So went and tried to stay up for the last window which ended at 11:05. Still no show and no call ever! Still waited till 11:30pm just in case he got lost. Not to mention no mattress for us now because delivery driver was supposed to be on his way. Next morning 2/21 called to see if he still in area and can deliver since sleeping on couch was rough. Mind you back issues hence reason new mattress purchase. Well she told me that driver could not find the address (we supplied telephone number) and best could do was 3 days later. When they tried to gps why not call for clarification. I told her to forget it and just give me my money back so can get a mattress before then. Will run into same issue if he didn't even call. Order was cancelled (so I thought) and advised it would take 7-14 business days to received credit. So asked her to please expedite since never received product. Never received confirmation on cancellation. But 3/2/23 received an email message that now delivering mattress in a week. Why if I cancelled order? How for an order I cancelled. Mind you everything this is automated so can't get anyone except through a chat because apparently online orders are different from store location orders. So chatted again shortly after receiving email and said don't see cancellation so will cancel and send billing a message to expedite. Should happen within 24 hrs. Well did not so next day chatting again and tell me 7-14 business days. Not happening! I am not waiting from today for another 7-14 business days from 3/1/23 because they did not cancel. She would not give me a manager or billing contact I could call. So had to settle for chatting with her telling me she would send manager and message to call me and will send billing a message but can not guarantee. Told her unacceptable. Here I am without a mattress because I need that money to get another one. I am very upset and disappointed to say the least! No extra effort to correct the situation. I just want my money refunded asap. Really sad because I liked them when I got my first mattress even though lasted only a year.

Date: 02/11/2023 RE: Order #SO004250978

Customer # CS037615343

To whom it may concern:

I would like to tell you a little story.

It starts with this letter at 1:30am at night because I woke up in pain, could not sleep.

Debbie and I were looking for a new mattress and we pass your store every day in Eustis, Florida #053091, we walked in and were greeted by Gregg Heath, he seemed to be very nice. After we told him what we were looking for we looked at a mattress. I told him that I sleep upside down with my feet facing the headboard so that my arms Could overhang the bed. Due to the work I’ve been doing for over forty years. The bed seemed like a regular bed until he raised the rear up, the position was perfect, took the Pressure off my mid-section and my arms felt very comfortable. We looked at two other Beds, all three of them facing the wrong way with the bed raised so there is no way I would sleep any other way and Gregg knew that! So, Debbie and I decided to get a “King and a Queen” mattress. He told us that the raising mechanism was free for both Beds, so we never questioned the price. I told him “Sold”. Before your delivery men showed up I removed the old box springs, cross bars and Mattress and set them outside our door to make it easier job for them. Your delivery men were very nice, you’re lucky to have them. The first night we noticed that the bed’s base only went up at the front side (headboard) the next day I stopped in the store and told my concerns to someone else as Gregg was not in that day. Gave him my number and told him to tell Gregg to call me which he did the next day. I told him the problem and I told him “Again” he knew about my sleeping problem because the bed he showed us, the base rose at both ends! In our phone conversation he told me that I said I was going to put the base upside down so that the bottom portion would raise up, that was a “Blatant Lie”. The base had two different functions and that would not work. Gregg then told me that we would have to pay for the two new bases If we wanted both ends to be able to maneuver up and down. Both Debbie and I were Never told anything about that! Never came up during our conversation Not Once!

So here I am at 1:30am so aggravated, no one should have to feel like this, very disappointed and angry. Ready to throw these beds out the front door.

Regretfully

Steven and Debbie Fimiani

December 15, 2018, I purchased two Supreme Sleep Bundle King beds MFMA25KKDRBSMFZZ (V000114503) (Bundle). The mattresses are GARMON PLUSH PILLOWTOP MATT - Item Code: V000111479, Size: King, Price: $5798.00. April of 2020, I called the store to complain about the mattress sinking in the center and causing back pain. The person I spoke to looked up my account and acknowledged my purchase and acknowledging that I had a 10-year warranty. He assured me I would be taken care of, however due to the COVID-19 epidemic he requested I wait until the COVID epidemic calmed down. I called today 2/17/2023 to make arrangements to have the mattress replaced. I was referred to a website with a demonstration on how to file a claim with the suggestion of having someone come out and do the evaluation for you at a cost of $79.99. Being that I am a 72 y/o female I could not accomplish the self-evaluation and could not find anywhere on the website how to make arrangements for someone to come to my home and do the evaluation. I called the store asking for assistance but was referred to the website once again. I persisted and was told I had to come into the store so she could fill out the request form for a home evaluation at a cost of $79.99. I asked why the form isn't available online, but she said again, I would have to come in so she could fill out the form. At the time of my purchase, I spent $7,137.11. Order NO: S023736763, Customer NO: C011329134

I know it is beyond the 120 days limited warranty, but I wanted people to know that the product I purchased from Mattress Firm on 5/2/2020 was really bad.

Just recently, the box spring wood has started to crack and break. Several slats are poking through and doesn't support the mattress very well.

The metal frame holding mattress and box spring has also cracked.

I have never owned a bed where the metal frame has cracked like this.

The mattress sags to the center, even though I don't sleep in the center.

I have owned cheaper bed sets that have lasted 5-8 years.

The "Sleepys" brand foundation is made of poor wood and the metal frame only holds a Queen mattress & box spring.

I do not have children or grandchildren who jump on the bed, and neither do I.

I will NEVER buy another mattress from Mattress Firm or the "Sleepys" brand ever again.

Just wanted to let the public know don't expect much from either.

I purchased a Purple Mattress from Mattress Firm that came out defected. The foam in the mattress has come unattached and has formed a bump in mattress that digs into our backs. It is so uncomfortable. I still owe over $1700 on the mattress, and it hasn't even been a year yet. The mattress should have warranty with Mattress Firm and Purple, but it is impossible to get a hold of anyone at the customer service complaint board or get an email reply. I have submitted the information requested. I'm still waiting on a response. I am so upset how uncomfortable the mattress is. They were so easy to motivate me to buy it but they can't assist me with a replacement or a refund.

We purchased a Sterns and Foster mattress from your Sierra Vista Arizona store on August 8, 2022. Our first time at the store we dealt with Elahe Hogge picked out a mattress and told her we would pay with Mattress Firm Credit. Supposedly the application did not go through. She then said it is probably because my credit score is poor. The reason it did not go through was I already had a Syconry Home credit card. We went back to the store and worked with Kissie and picked out the mattress we wanted and ordered it. It was delivered on September 12, 2022. After several weeks of trying out the mattress it was apparent this was not the mattress we selected. Kissie ordered a firm mattress and not the medium firm we wanted. The manager Elahe Hogge said it was the same mattress and if we wanted to exchange it we would have to pay the difference of over 800 dollars. I spoke to a Sterns and Foster company representative and was told if the mattress tag says firm which it does it is a firm mattress. The mattress should have said in (Medium) Firm. All we want is an equal exchange for what we bought. Kissie and Elahe have done nothing but lie about this situation. I got very upset with Kissie on the phone on 1/21/2023 because she told me the new mattress could be delivered on the 16 of January. We asked for the 21st. We received a call from the manager saying the mattress was delayed and maybe we could get it on the 25th of January. When speaking to Kissie yesterday she immediately changed her story to I told you this was an estimated date. I was not. They have now used by credit card without my permission to give me credit for the mattress we purchased without my consent. They also charged a restocking fee for the mattress and the supposed free the mattress pad and pillows. The best part of all this was Kissie gave us the pillows because of Elahe Hogge poor service and professionalism on our first visit. We never cancelled the mattress this was done without our permission.

I purchased On12/31/22 a Perfect Sleeper Charlotte Medium Plush Queen 11.5 inches, was putting fitted sheet notice how loose they felt, So I used measuring tape measure mattress to my surprise it measured little below 10 inches, I called Mikeal, He said If I would exchange would need to pay $99.00 for delivery, Which came to my mind, I paid for 11.5 as indicated on purchase statement and ended up with 10 inch mattress not my fault, I told him I would take a picture and come in within hour, He showed me a brand new one that also measured below 11.5, His explanation was to wait a few months time to break in mattress and should adjust itself, I dont see how this mattress is going to expand in height

I just want to say I'm disappointed in the rescheduling on the date of delivery. First: 12/22/22. Then 1/10/23. Then 1/24/23 (so far). All I wanted was a delivery date. Just one. Should I have been told up front there was no real firm delivery date that would have been more honest and helped me decide my options.

I'm not hungry or homeless because of this. Just simply wanted to know when it will arrive.

On November 2022 my husband and I went to try the Tempurpedics in the store. We made the mistake of purchasing the ProAdapt through them. We had the mattress 21 days and decided it was not for us as it did not feel the same as in the store.. We called to have the mattress returned and was told it would be a 500.00 restocking fee and 99.00 pickup fee. We were not told any of this information beforehand and did not know until we wanted to return the mattress. Customer beware of this shady outfit.

We bought a mattress and base from mattress firm with the 120 night sleep guarantee, and were promised that if we were not happy with either or both, we could exchange or refund. It has been just over a month that we’ve had it and we’ve been into the store a couple times since getting it and were encouraged to give it more time to adjust to it. Well today, they finally came for pick up and informed me that they can only pick up the mattress because the base is non-returnable, or non-Refundable. The base is what we were most unhappy with. That is NOT what we were told in the store because that was a major concern we had. If it didn’t work out for us, we were promised that BOTH could be returned or refunded. Now we’re stuck with a base that we have no use for. Obviously they don’t truly care about making the customer happy. They only care about making money and making sales! This is no way to treat your customers! I will be seeking other options to resolve this issue and I will also be sure to let everyone know how Mattress Firm treats their customers with lies and broken promises just to make a sale.

top of mattress mushroomed over bottom, throws you out of bed, [wife- 3 back operations and on oxygen] more than inch and half sag, is balled up in middle of mattress , will pay but cann't get 3rd party notice to respond. don't know how to download to send pictures cann't sit on side of bed if you lift your feet it throws you in the floor, guickly

On September 8, 2021 I bought a Luxury Extra Firm Matt King Prime, the cost was $2,700.00 including a warranty of 10 years. On May 2022 I started to have problems with my mattress it create a dent on both sides of the mattress I filed a claim with Mattress Firm which they transferred me to the insurance department because they claimed is a separate department who process the warranty claims, until today seven months later I had made 3 to 4 different claims, every claim they request different pictures I have been back and forward to the Mattress Firm store sending emails to the warranty insurance department and about one month ago they told me that I have to schedule an appointment with one of their inspectors thru a link that I have never being able to connect. I'm kind of frustrate with all the process that at the moment I'm being getting nowhere. I would appreciate any help from your company. I'm willing to accept a credit voucher with the value of the mattress even when I will be forced to buy from the same company that at the present I'm not to satisfice. Please be advise that when started the first claim the mattress didn't have one year.

Thank you in advance from any help.

Overview

Mattress Firm has a consumer rating of 2.02 stars from 206 reviews indicating that most customers are generally dissatisfied with their purchases. Consumers complaining about Mattress Firm most frequently mention customer service, box springs, and warranty claim problems. Mattress Firm ranks 66th among Mattress sites.

I purchased a mattress from Mattress Firm at 26710 Ih 45, Ste A, Spring, TX 77386 a few months ago and it is sub-par. It "potholes" so bad and so soon with normal wear. I went to rate my mattress and found that I should have checked the ratings prior to my purchase as seen above. I should have suspected why they were renaming the Bamboo to the Lavender even though they said they were the same mattress. I now suspect it is because of very bad reviews. Buyer beware. Regards J. Myers, a disabled resident of The Woodlands Tx 77380. (Posted to FB and Nextdoor.)

everything went perfect. excect for the salesman john Lavarine in the lafayette area. his behavior and actions were absolutely horrendous, and i almost returned everything just because of his behavior. he lied to me, refused to communicate with me, and made my entire time getting this mattress a hassle. he refused to answer any questions i had, he refused to answer any phone call or text message i sent him after he GAVE me his number and told him to contact him with any question, and then he completely disregarded everything he had told me previously and then scheduled my delivery, days after he told me it would be delivered. causing ME to cancel flights for business meetings i had. respectfully, i almost want to return everything just to anger him some more. but i do love the bed and the frame so i will be keeping it. in no way shape or form will i ever recommend mattress firm to anyone because of his actions if this his how salespeople treat their clients. he didn't care about customer relations, customer retention, or customer service. truly a wonder that he even works there.

We’ve submitted a claim for defective mattress. You claim we had an improper support for our mattress, that’s not true. The support frame you recommended had only one center post with 5 slats. Our bed has eight post with 4 slats. And further more the mattress is supported by the box spring not the bed frame. Your product has only one spot in with the defective sage. So we have decided to contact our lawyer in and effort to get some satisfaction. Thanks but no thanks.

My husband and I went to a Mattress Firm store in a store to pick out a mattress. The salesman had us try different models, and we settled on one that we thought was reasonably priced. After 4 months it started sagging on one side, so I submitted pictures required and info. I was shocked that it was denied! I was told it was a returned after market mattress and was not under any warranty. I was shocked! We never would have spent $1400 on a used mattress and certainly not one under warranty!

How dare you make a commercial with a sale for "Black Friday" with black people, one of whom was sleeping with a basketball. It seems all that was missing was fried chicken and dancing. If that is not the ultimate racist commercial I do not know what is. But then again, this country is showing its racism and I guess your company is no different. I will do my best to keep everyone I know from purchasing your product. Your take on blacks is offensive and unacceptable!

My husband and I purchased two mattresses and two frames at the Alaska State Fair from Mattress Firm. Total amount was $8,549.60. We are senior citizens so this was a big, expensive purchase necessitated after I was in an auto accident and my doctor told me to get a different mattress and frame. We purchased the mattress on August 17, 2022. We have never received it. The salesman who sold it to us is no longer with the company. He provided two people to contact; one number does not work and the other person has not returned my calls. I contacted the State Fair and they provided their contact, but it took several days before she returned my calls and promised to investigate. That was two weeks ago. She has not contacted us; I have now called her again. This is, my view, fraud plain and simple.

I am micheal sutton. I was a customer and as of yesterday I am no longer. I had a bed that was purchase from the long hill road location in groton ct. 06340. The total was $875. I purchased it on Tuesday 10-11-22. I had placed it on my syncrony account. I was given a time of 2 by Monica someone covering in that location. She was great! I waiting all day no calls in fact I call the woman working Saturday at 11 am, 2 pm, 5pm, 5:15 pm. She said at 11 and at 2 it was on the way. I received no call an saw no one. I called at 5 she said she is going to call the warehouse because it isn't on the list. I drove down and canceled and canceled my syncrony. If this is how you all do business I am done.

I purchased a Serta Perfect mattress and box spring on July 12, 2021. They were delivered to my home approximately 6 weeks after purchase. I started complaining about the sagging in the mattress on March 6, 2022. I filled out the warranty form. The warranty was denied with the reason being "The warranty is void because an improper frame/inadequate support system is being used with your bedding". When I went to pick out mattresses, I was not informed by your "sleep expert" about any type of frame. I also was not informed about "120 Night Sleep Trail" or your "First Selection Program". All pertinent information should be relayed to the customer, which did not happen in my case. After my warranty was voided, I asked why I was not informed about any type of framing. The response I received was "If the sales team was in fact asked if the mattress worked with your specific bed frame they would have provided the warranty guidelines to you." Shouldn't they be doing this without someone asking! They are supposed to be the "sleep expert", not me! I am very dissatisfied with the way this matter was handled. I believe my warranty should be reinstated and I should get a new mattress, considering I was not told anything about "proper framing".