Mattress Firm
Reviews and Complaints

We purchased a mattress and adjustable frame from Hanna at your Aurora Colorado store off of Abilene on 9\10\22. We were given the order # SO002966161 with a delivery date of 10/08/2022 between 8 am to 9 pm, however BJ store manager was very rude and unprofessional when we called to inquire about our delivery time. He informed us that the time was changed to 10/09/22, however he couldn't explain why this occurred, but put the blame on your distribution center and had no way to find out why, he wouldn't give any resolution or help us. As a manger he should help us as a paying customer. I will give a zero review and tell customers to be weary of poor customer service. I am very disappointed and never will refer anyone to Hanna or your store. We are sure this will never resolve our delivery issue and go on deaf ears.

Very disappointed customer.

Mr and Mrs Orlando Ortiz

We purchased our beds at a State Fair from a Corporate Sponsored Mattress Firm. When the gentleman handed me the receipt after purchase it was not the total we had agreed upon. He told me the discount would be reflected in the next day or two. This was Friday 8/19. On Tuesday 8/23 the delivery people called to say our bed was ready for delivery. However because I didn’t have a corrected invoice I asked them to wait to deliver until had the corrected Invoice ready. I called for a week for our sales representative to finally give us a call back. He corrected the invoice and emailed it to me. We immediately called to have that delivery excited to be receiving our purchase. They set it up for Thursday Sept 1. My husband took the day off and by 4pm when they said they would be to our home, no one had arrived. My husband called the delivery company and they said they only had 3 of the 4 pieces we ordered and they could not deliver an incomplete order. So again we reached out to Nick our sales rep. To no avail. We called and emailed for 2 weeks. He finally responded and said he never brought tho beds we purchased with him, so they didn’t even have an order to sell us? I was so co fused because what we’re they going to deliver? Both times? First on the Tuesday right after the purchase and then 2 weeks later on that Thursday. And he said they didn’t have it, but the delivery people said they had 3 of the 4 things we ordered which were 2 frames, my twin XL, and my Husbands twin XL. They claimed they didn’t had his twin xl but mine were in, now according to Nick it was never “really” in. We have tried to send emails to the company, we have called Nick numerous times only to be ignored. No updates. This is so unprofessional. Our state does sell mattresses, there should be a way this company can get the bed we ordered and delivered to us! The Mattress Firms in the area are franchised and are unwilling to help because the one we purchased from was corporate. We are now almost 2 months without the beds we purchased. If you know who we get I touch with that would be wonderful!

I brought a mattress, headboard and frame at the end of February of 2022. Later found bed bug and bed bug eggs on the frame by the zipper. Tried to call the sales person to find a solution and they never got back to me. Tried customer service and got the same result. I ended up getting in contact with another sales person from the location I brought it from and she was extremely aggressive and dismissive.

I purchase a king size mattress and adjustable base bed frame with warranty. My base frame stopped working and I contacted customer service March 2021 and was given the run around by Mattress firm for several months. Finally in August or September I was given a date for a technician to come out on December 3, 2021. The technician told me he was putting in a order for a new motor and remote and once it's received, they will schedule another appointment to come out and install new motor. I received the new part in February 2022 and after a month of waiting for a appointment date for the technician to return I decided to call on my own. Since March 2022 I have not been able to reach the customer service and have not been contacted by anyone to install and repair or replace the defective base. I paid a lot of money the mattress and base then paid additional charge for the warranty. I cannot sleep in my bed and haven't sleep in it due to medical issue which was the reason I purchase the mattress and adjustable base. Instead, I am forced to sleep in my recliner chair. I will never purchase anything from Mattress firm again.

We bought a Beauty Rest mattress from a Matress Firm store this past February and are very dissatisfied with the product. In 7 months, it has developed a swale between the sleepers (it's a Queen Size). Your website directed us to the store where we bought it. It is evidently a warranty issue and the best we can evidently do, assuming MAttressFirm acknowledges that it is flawed, is refund it for he anount we paid TO BE APPLIED TO A PURCHASE FROM MATTRESS FIRM. I'm not especially keen on doing any more business with you and want a refund that I can apply toward a new mattress wherever we can find one. Why don't you offer that ? It would be a sign of confidence in your operation.

Robert anf Jane Siegel

Arlington, VA

[protected]@gmail.com

Order # S038857402

We spent $4000 on mattresses but the deal included $400 of accessory credit. We used our credit plus an additional $79 of our own extra money for sheets and pillows.

We splurged and got Mattress Firms Malouf sheets, normally $239 but with our credit they only cost $239 of our credit

We were excited to get expensive sheets and thought the would be fabulous. The sheets washed beautifully but the pillowcase borders are incredibly crinkled(like deformed looking). They are unusable as they are and since we got expensive wrinkle free sheets, they should not look and feel like such a disaster. Our 5 yr old $40 sheets are still much better than these! Mattress Firm will not give us the $239 credit back (or our $79 cash plus $160 of credit) because they said they can’t take the sheets back! What a waste of a credit and extra money out of our pocket, that made the purchase of the mattresses more affordable. So far(after several discussions) they have finally offered a 1 pillow credit ($110 value) which still leaves us at a loss of $129, but of course we get to keep the sheets which aren’t useable.Their customer service has turned happy customers into very unhappy ones. We will not shop there again. Why is customer service so different when a company wants to earn your business than it is after the purchase is made. So far the mattresses are great, but I hope we don’t have problems with them down the road, because our 5 star experience is now a 0 star experience and we have no faith that they would handle any other part of our transaction any differently

Delivery service for Mattress Firm sucks! I took time off work and drove 40 mins away to an apartment where my son was to be moving into. They texted me the night before to say my delivery would be between 11:45 and 1:45 so I was going to leave work at 11:00. Close to 11:00 they sent a text and said they would be delayed 30 mins to an hour due to truck issues. No worries I figured I will l get there in time for their delayed arrival. I arrived in plenty of time and sat in the parking lot and waited and waited and waited. I sent a text asking for an update... nada... I called the store I purchased my items from and the guy who answered said he couldn't do anything about it and that was between me and the delivery people. I tried to call the number that had texted me and it would always just display a busy signal. I sent a text asking what the status was and the person texting said just a moment. After waiting another full hour with no response I called the store back and told them I have now been waiting on hour or so past my 2 hour window. The person on the phone from the store says well there is nothing he can do about it. I explained to him that I paid extra for a so called GOLD delivery service to include delivery and set up and no one even has the courtesy to call me and tell me where they are. He claims well I can have my delivery fee refunded. Then he says I can track my order online, but yet he cannot reach the delivery people or help me figure out where my things are or when they are to arrive. I check the website tracker and it says the delivery is at stop 1 and I am stop 3 but they are in transit and the new window to arrive has now been changed from 11:45-1:45 to 3:00-3:30! No one even called me to inform me if that late of a time was ok. Now please realize that it is already PAST 3:30 but yet they are SUPPOSEDLY in transit but still at spot 1. I call the store back and say I have now been waiting with no help for well over my delivery time! The guy still says there is nothing he can do about it! I hang up and then I "mysteriously" get a text from the delivery people saying they would be rescheduling me for the next day at the same time window! I called the store back and told the guy what he CAN do is cancel my entire order and their customer service, delivery and attitude SUCK! Sorry to the salesman who sold me all of the stuff but MATTRESS FIRM's personnel on the phone and delivery service can go jump in a lake because as hard as my money is to come by I can spend it where someone else appreciates it and actually tries to help their customer from start to finish, not act like it is no big deal that they are wasting my time and acting like it is my problem to figure out where or when my delivery is to arrive. Spend your money elsewhere and beware! Now to see how long it takes to get all of my money back!

I purchased the item item on 8/12/2022 on Order #SO002613278 - this was a twin headboard in Dark Gray. Upon delivery to mother, located in a different state, the headboard was closer to Black, rather than the color shown online. On 8/23/2022, I contacted Mattress Firm via both Chat on on the phone, and was told that headboards could not be returned. I merely wanted to exchange for the identical item in a different color. That made no difference to the person I spoke with on the phone and a different person in chat. They merely stated that headboards were a final purchase with no returns or exchanges.

This is totally unacceptable. In all of my years purchasing items, both in person and online, I have never encountered such poor customer service!

Hi I purchased a mattress Aug 10 from Mattress Firm in Newnan Ga, 371 Newnan Crossing bypass Site 101. I went inside the store and tried out a mattress and when I received the mattress at my home it was unsuitable to my body. I have only had the mattress for 4 days and I called the store to begin the return process. During my phone call I spoke with multiple people because I was under the impression that the mattress I tried in the store was not the mattress I received at my home. Also, on this phone call I spoke with the manager, Andrew, and he was extremely rude and quickly stated "you can get a refund and shop somewhere else." I want to exchange my mattress for a different one that I found online, while trying to explain this to Andrew over the phone again today Aug 16 he continues to put me off saying that he will return my call and has failed to do so.

I purchased a mattress at the OC fair on June 25th. We agreed on a base and accessories at a price of 6k. We had an agreed verbal price but changed or minds on what was initially discussed. We had discussed an adjustable base 900 with one of the top-of-the-line mattresses in a king. We came to an agreement of about 6K which included the pillows, mattress cover, base, and the mattress itself. As me and my wife continued to discuss it, we asked what the price would be for a split king instead in the same items. He left came back and said he could do it for the same price with the same components. So we agreed to the transaction. Well, the mattresses were delivered and setup up. We only had one pillow a, two different bases that were not agreed to and no mattress protectors. I then reached out to the salesman several times to inform him about the missing pillow, mattress protectors, and the incorrect bases delivered. He did not reply to my call, I left him a voicemail and never responded. I sent him a text which was marked as read (IOS) but never responded. I went into the Redlands location were a very friendly salesman spoke to me. I proceeded to contacted online customer support. There have been several interactions that have pushed me back to the salesperson. After my initial online inquiry and numerous emails pushing me back to the sales associate nothing has been resolved. I continue to get the run around from the customer support online department and the salesperson. It has now been close to six weeks, and nothing has been resolved nor spoken to me about how they will correct this situation. On top of that when reviewing the paperwork that 6K went up to 8K. I opened one account under my name that was approved for 5k, so my wife opened a second one to complete the transaction total. We agreed upon 60 months 0% APR. One of the cards was correct the second one was extended to a 72-month period with only 60 months 0% APR but would be billed the interest after the 60-month period. But this as I signed, I cannot not argue about it. Initially I was not trying to return the items, just to have the bases exchanged for the correct ones and have the missing items shipped out as well. We have also encountered quality problems with the remotes of the bases where they are unresponsive. I would like to return the items purchased as they have not handled the situation well. I believe we are past trying to correct the issues as this had dragged out far to long.

On 8/6/22 at approx. 12:00 I (62 disabled senior) walked into store with 1,000 dollars to spend and ask for a business card to write some info, The salesman flips out and says, "I only like to use those for business," and I said I might buy something here. On my way out I said I can't believe you are making that big of an issue over a card ! He had 2 stacks. He followed me outside yelling at me that I was not welcome back or he would call the cops! I have never been treated like that in any store,

I purchased an Applegate model mattress and box spring, and frame from your store in Carson City, Nv in April of 2021.

I now live in Hemet, Ca. and my mattress has gone bad. I have filed a claim with your warranty department and provided all the information you requested including photos and description of the failure.

I have received three emails from the warranty department telling me that your company has no record whatsoever of my purchase. My Claim # is [protected].

I spoke with a sales person named Jannelle at the Carson City store and she told me that subsequent to my purchase your company went to a "new system and all of my information may have been lost.

Here is the deal. I just want my mattress repaired or replaced under the company warranty that covered my mattress when I bought it. Here is the information I gave when I made my purchase.

Carl Smith 1282 Pit Rd. # 24 Gardnerville, Nv. 89460 [protected]@gmail.com. [protected] I paid the guy cash in 100 dollar bills. They delivered the wrong set and had to re deliver the right one three days after the first delivery. My current address is 2667 Alegre Ave. Hemet, Ca. 92545

Mattress Firm Dispute

Tracy DeMarzo

92 Hastings F., West Palm Beach, FL 33417

#1314

Phone number: [protected]

My credit card is being charged a different price than was agreed upon. I have the receipt which clearly states the amount of $1399.88 and yet my credit card has a charge for $2,328.27.  I have an authorization number for the charge as well as receipts. Now, I just want the overall transaction to be refunded with no charges whatsoever.

I have spoken with Mattress firm, because they have been calling me and there response was to ignore the receipt that I possess and say, “It doesn’t’ matter what the receipt says.”

I did not authorize $2328,27.

I have filed a report with the Better Business Bureau. Case number: [protected]

I do not want this product because I feel as if Mattress Firm is trying to take advantage of me. I feel as if all of their fees and actions of non-disclosure is a scam.

Thank you

I brought a Firm mattress and foundation on August 27, 2021

I needed this Firm mattress for my back pain. The mattress started sinking in on the right side of the bed. I notified Mattress firm that my Firm mattress had a small crater in the center of the right side. On June 9 a claim was placed with Mattress firm. I alone flipped my bed to take all the pictures required for the claim. There review time as indicated in the email is 3-5 days. On June 25th at 11:28 am I received another email stating it was still in review. 16 days had passed no answer. Then at 11:32 AM June 25th that same evening a notice they declined the claim. The unprofessional methods Mattress Firm uses should not be allowed. I immediately wrote to them that it was an obvious oversight on their part. They wrote that the prior clear pictures weren't enough. I accused them of lying and asking to pay 79.99 for someone from their company to come out and check the mattress. I added more photos that showed a closer view which is "not" asked in the first shot. A broad wide-shot picture is asked which I found strange. Once they saw the crater I was told it was not deep enough. The depth had to be deeper than 2.0 inches . This was a last resort by Matress firm not to refund my money.

To suave. I was duped and lied to. Just went in for a mattress and he told me the free adjustable did not come with my bed. Then he said I had to have the sheets so they fit the bed and the pillows because they would keep me cool! I never opened anything and he never disclosed the fact one I paid for it there is no return. The only thing he did was switch the two twins to a king.. He ignored me completely when I went back into question him. For a year I have been letting people know stay away from the fast talkers

bought mattress, delivery was suppose to be 6/2. the call and rescheduled for the 3rd between 12-2. got a call from the driver at 9;30 am. i said it was suppose to be between 12-2. they said they would come back at 12. i texted the driver at 12;04 said i was running late but on the way(i work 15 mins from home. he said ok you do have a 15 min window. i texted back and told he don't leave or i will cancel order. arrived at 12;27. driver was gone. went right away to mattress frim and cancelled the purchase. * we worked with them a gave then a rescheduled from what they told us and the driver couldn't give me a few minutes.

we will go too ashley furniture and make our purchase

Folks its pretty much useless as I have just found out. I submitted a claim on my current Beautyrest mattress and it was approved, that is the good news story. I received the warranty claim letter that I was supposed to show the local store for a replacement which stated the in-store credit amount. The warranty claim letter excluded all sales and promotions, essentially you would be paying full MSRP price plus what ever other fees they load up on it for a mattress. Why are the terms & conditions defined in a warranty claim letter and not up front at the time of purchase? How many people pay full MSRP price for a mattress?

No where are the restrictions disclosed about a warranty claim at the time of purchase. You learn about these restrictions AFTER the fact. Needless to say Mattress Firm has lost my business for life!

Upon receiving my mattress it was taken upstairs for me and the plastic taken off to put on my old mattress in which they did remove for me.

First I noticed the mattress had black hand prints all over it. Also the stitching is not good and out of line. As I was getting the sheets on the mattress I noticed how it wasn’t as firm or thick as the mattress I tried at the store. I am completely disappointed in the mattress and the appearance of it.