Mattress Firm
Reviews and Complaints

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!

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

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!

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.

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.

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

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.

Bed has no support. Gives us backache very bad, we would like refund or credit for another mattress and box spring.
We purchased the set in February 2018. Mattress set has ten year warranty.
We paid $1622.67 for the set.
Simmons is manufacturer, sku number is v000061529 mattress, v000061518 box spring.

Billy d baty
115 mustang creek drive
Waxahachie, Texas 75165
[protected]. Date purchased 02/16/2018
Order no:s013172220
Customer no:c008735581
Sales associate: William Shoneman

Sirs: Your manger at this store list Mattress firm on his personal face book profile with your logo and states he is the store manager there. He has taken store pictures, and asked customers to come in for sales consistently as a spokes person for Mattress Firm.

However on the same page he clearly states his political, gun beliefs, etc which are subjectional and obviously some (including me, disagree with his statements.). If I were in your shoes, I would not want him representing my company in this manner.

Are we to believe Mattress Firm is in the political arena?

My daughter just bought a 1800 King Serta IComfort in your Charlotte store last month and I was planning on buying a Beauty Rest Black. At this point I have blocked this manager from my face book page because of his controversial statements and will search the market for Beauty Rest Black.

I bought a mattress and basically was told I am lying and my moms lamp is Broke. Never buy anything thing from you again unfortunately.

________________________________________
From: Jerry Sergiacomi
Sent: Monday, October 8, 2018 11:39:52 AM
To: Edward Malone
Subject: Re: Lamp

Morning just checking any word i do understand that it is a timing issue but bottom line no more no less they broke my lamp. Thanks
Jerry Sergiacomi
1110 W. Moyamensing Ave.
Philadelphia, PA 19148
[protected]
[protected]@hotmail.com

________________________________________
From: Jerry Sergiacomi
Sent: Wednesday, September 26, 2018 1:35:34 PM
To: Edward Malone
Subject: Re: Lamp

OK thanks. Whatever you can do
Jerry Sergiacomi
1110 W. Moyamensing Ave.
Philadelphia, PA 19148
[protected]
[protected]@hotmail.com

________________________________________
From: Edward Malone
Sent: Wednesday, September 26, 2018 12:44:46 PM
To: Jerry Sergiacomi
Subject: Re: Lamp

I did, I forwarded to our warehouse team last night and spoke to my boss about it. The concern that was raised was the time between the incident and you reporting it. I am still waiting for the warehouse to respond.

Eddie Malone, Assistant Manager
168036 ~Mattress Firm
Philadelphia South
"Improving Lives One Relationship At A Time"
Cell-[protected]

________________________________________
From: Jerry Sergiacomi
Sent: Wednesday, September 26, 2018 12:38:03 PM
To: Edward Malone
Subject: Re: Lamp

Just want to confirm you received the email. Thanks.
Jerry Sergiacomi
1110 W. Moyamensing Ave.
Philadelphia, PA 19148
[protected]
[protected]@hotmail.com

________________________________________
From: Jerry Sergiacomi
Sent: Tuesday, September 25, 2018 5:39:09 PM
To: edward.[protected]@mfrm.com
Subject: Lamp

Thanks whatever you could do. Pics stairs in ration to lamp it was my mothers. No [censored] it was. LOL

Jerry Sergiacomi
1110 W. Moyamensing Ave.
Philadelphia, PA 19148
[protected]
[protected]@hotmail.com

Ordered box spring off website to be delivered that evening. Never got a call or anything for my box spring not to show up. Call customer service representative Michelle Travis to wait on hold for 30 minutes then to be told I just barely ordered it yesterday like I'm wrong for calling her.
Anyway I cancelled my order. I will not shop here in the future. I've been in the military the last ten years so my fellow service members will learn of my experience with Michelle Travis and the rude/poor customer service plus your company's lack of reliability or accountability of your orders. This is about Mattress Firm by the way. My experience was horrible.

Me and my wife were racially profiled in their Lansing Illinois store. They are only about making commission of a sale. The sales associate I dealt with tried to tell me that all I want is a quote And they're in business to sell mattresses not give quotes. I told him I was going to purchase a mattress but before I spend 3k on a mattress I want to make sure I'm getting what I want. He tells me he knew that we were just waisting time and trying to use someone else's credit account. What really upsets me is the fact that I never even thought about or asked about any credit. For him to make that assumption was very disturbing. My wife notified the corporate office and was promised a call which we never got. Thanks Racist employee who was just mad about not getting a quick sale.

I have attempted to file a warranty claim on the mattress that I purchased with absolutely no help. The online service did nothing for me, and the third party service is not available in my area. I have also sent a letter with all my information to the Home Office and did not even get a response! My name is William Mullins, Order# S008310202, CN# C003484332. I can be contacted at [protected] I am no longer interested in keeping the mattress or getting a new one, I just want to get it out of my home and be reimbursed the amount that I am owed on the mattress. Since I have been totally ignored in this process I have purchase a mattress from a competitor and have had great service from them. My next step will be the BBB and I'll go from there if I need to.

[protected]. HR200 ET MATT QUEEN PRIME...Purchased mattress and box springs on February 21, 2018, in Mobile, Alabama. I only sleep on this matress when I visit my daughter. Therefore there has not been a lot of use.
1. I made telephone contact with the local store. No help since the warranty period had expired (100 days).
2. I was advised that a consultant would come and determine the condition of the mattress. The cost is $75.00 for this service NOT A SERVICE THAT IS NOT SOMETHING THAT I SHOULD HAVE TO PAY.
3. The problem with this mattress set is: a. the box spring under cover has come undone and hanging down b. sitting on the foot or side is quite uncomfortable c. I can feel the wire d.lying in bed you roll over in a trough e. mattress uncomfortable all around. 4. A replacement or return the funds so that I can purchase a better quality. Thanks for any consideration on this matter. Thanks Faye

I bought a mattress that cost $900 for a guest room and did not really start using it until later. After the initial warranty had passed (120 days) we realized we are not happy with the mattress, you have the feeling you are sliding off the mattress and not really comfortable. I filed a warranty claim on their website, had to take pictures and measurements. Their guarantee is that it will be resolve in 5 business days. I heard back from them that they needed more pictures. After I responded with more pictures, never heard back form them. I made several attempts to contact them and finally on live chat on 9/20/18, after a long search of the e-mail and communication, the customer service rep told that the mattress did not as defective and said I could resubmit the claim in 60-90 days. I would never use them, expensive products with bad quality and not professional customer service. There are better mattresses out there. I will buy a mattress from another store.

We purchased a bed at the end of July. Our local store sales person sold us last years model of a plush... We spoke with him the next day and bought this years model of the same bed but he then talked us into the opposite a firm ( Because evidently that is all he could get and he did not feel like doing the work to get us the bed we requested). Several weeks go by he would not answer phone calls, texts, nor was he in the store ever where we originally purchased bed. Finally bed gets delivered. It's horribly hard and not what we wanted because we really wanted a plush. I called him the next day and told him it wasn't working out, we need to swap this out for the plush. He said no problem Ill get that going for you. I figured he was ordering it and taking care of us. Two weeks go by I hear nothing from him. Finally he responded to my "?" text. He proceeded to tell me he got the mattress ordered "it was like finding a unicorn" he said. So I asked when it was being delivered...suppose to be delivered sept 13th... we had a mandatory evacuation for Hurricane Florence. All deliveries got messed up, I am totally and extremely understanding of this. I waited a full week after to ask when our new delivery date would be of the replacement bed. Monday, He would not respond, I called the store where the bed was suppose to be distributed to, the "boss" of the sales person answers and now I have been promised that he would get him to call me asap. I texted him Tuesday. Called the store Thursday, called the other locations we have in a 30 mile radius that are all owned by the same person "Adam Fazio" ... no one could help me. That same day I called the store that the owner was in 1:30pm this past Thursday. At first he did not want to tell me his identity. Very strange, very rude, bragging about his family, the money they have, the property they own. I JUST WANT TO KNOW WHERE THE BED IS I ORDERED? He would not look into it. He saw the order slip but had zero clue as to where our bed is... so I said ok fine I just want to return the one I have and get my money back this just isn't working out. He was extremely rude and said "I AM THE ONE THAT DECIDES IF YOU GET TO RETURN YOUR BED AND GET YOUR MONEY BACK!" I was taken back by his attacking voice towards me. I remained calm and I said we have been in contact with our sales person regarding this return for several weeks now. I am returning this bed! And he looked it up and said ok there I'll be a $149 restocking fee. I argued with I'm for a while about that because I think this is absurd he is making me pay a dime more. Finally he said he could get me the bed I wanted in one week. I said fine, do it. He even threw in a mattress cover, he said he would email me an invoice by the end of the day. I was happy when we hung up knowing that my bed is finally on the way. After learning more about the owner, I find out he is a liar, rapist, has a criminal record, and just an all around horrible person. Not one person that knew of him had anything nice to say. I am sick to my stomach we even gave this person our business. He calls me back a few hours later and says did you get my email, I had not. He said ok it should be coming through. I then started to apologize to him because I really just wanted to return the bed and get my money back and did not want a replacement. He said ok no problem. He cannot come get the bed I am returning until Oct 3. I said ok, is there anyway I can deliver the returned bed myself if I wrap with plastic. He loudly and firmly said "ABSOLUTELY NOT THAT IS UNACCEPTABLE, I WILL NOT ACCEPT A BED RETURNED LIKE THAT" I said ok then Oct. 3rd will do. He said "WHEN I RECEIVE YOUR RETURNED BED I WILL INSPECT IT AND DECIDE IF YOU WILL GET YOUR MONEY BACK OR NOT" I said ok... he said "I AM SENDING YOU AN EMAIL OF THE CANCELED ORDER, YOU ARE NOT TO CALL THIS STORE AGAIN OR ANY OF THE STORES, STOP THE DRAMA, I WILL ONLY COMMUNICATE WITH YOU VIA EMAIL GOING FORWARD" I said "ok thanks" and hung up on him. I have still never received an email. I called Mattress Firm Corporate several times today to try to get through to customer service to report this. Ive been disconnected 4 times, and the 5th time I called I selected a sales person and asked them to connect me to customer service supervisor and he hung up on me. I think called again, started speaking with MATT a customer service supervisor and started telling him my situation and the line gets disconnected (I was on a land line) I am appolled at the way Mattress Firm handled this situation and embarrassed for you. You all messed with the wrong person. I have been nice and kept my composure up until this point. I am so incredibly frustrated and upset. I hope you all rot in HELL! Horrible horrible business!

My wife and I went into the same until California store to purchase a mattress approximately a year ago. The manager who was the only person working at the store was the individual who sold us the mattress that we still currently have to try out. After 2 months we went back to the Store and were told by 2 individuals behind the register he black female and a white male that the manager who had assisted us had had a heart attack and it was not known if he would be returning. We explained our situation of being dissatisfied with the mattress and asked for it the procedure in happy get picked up at our residence. We were never contacted for approximately 2 months and again went back to the Sam tail California mattress from location however this time there was an individual a white male who said he was a manager that he was from the Reno Nevada store due to not having the staffing. We explained our situation and were told that perhaps because it was a somewhat newer mattress in a high and one that we should flip the mattress back-and-forth and in the process jump up-and-down on the mattress to try to soften it if we felt that might have been too firm. We stated that we did not want to go in do this and would really rather try another batrous but the manager pleaded that we continue to try and resolve this in the manner he suggested. I've gone back to the store several times in trying to get the mattress picked up and I have never been giving a bill today for the mattress so I was shocked to see that mattress firm had sent negative information which reflected on my credit report For an unpaid balance to date. I've done everything I can to try to resolve this with mattress firm and have been completely dissatisfied and frustrated at every turn. Please contact me amediately as I have a debt IN no way will be paying, I need someone to arrange to pick up the mattress we have not wanted and I need to get a mattress we are satisfied with which it this point I don't know if it will be through mattress firm. My only alternative if I have no resolution is the contact the media investigation departments to look into and resolve these type of situations so please reach out and attempt to work with me in resolving this as soon as possible.

September 12, 2018

Mattress Firm Headquarters
10201 South Main Street
Houston, TX 77025
[protected].2934

To whom it may concern:

I am a dissatisfied customer of a product that I purchased from one your stores located in Orange, CT #158010, Order No. S022275030, customer No. C010571695.

The mattress and box spring set (Bay Spring Firm Pillow Top) that was purchased is very uncomfortable for me. I have not had a good night sleep since I received it and when I do get a chance to sleep I wake with an aching lower back and hip pain. Due to the fact that I have been diagnosed with a neurological disorder and arthritis some years ago and will have this condition for life I do not want this mattress. When I purchased the mattress I thought it was good for me but it is not. This mattress aggravates certain areas of my anatomy and raises my pain level because it is very uncomfortable for me. The purchase was made 9/3/18, the merchandise delivered 9/8/18 and my visit to the store to express my concerns about my health issue and to return the mattress was 9/11/18.

The store sales associate (Angelo Damato) stated "I need to read the policy for returning
purchases" and I have have done so. I am within 120 days from day the merchandise was delivered to make a claim for a return of this merchandise. Then he stated, "I will not start the return claim process until 9/22/18". The I replied, "I have be forced to sleep on a mattress that is hindering my condition"? He had no response because he does not have any concern about my condition. I told him I have aches and pain when getting up on the morning. He still had no response. According to your policy it states, "so you should sleep on it for a minimum of 30 nights to allow for this adjustment.". I cannot not sleep on this mattress for 30 nights because of aggravated areas of my body in pain. Also, the policy states, "If you are not comfortable within 120 nights of the of the original delivery date, we will do our best to match you to the right one." The sales associate offered and I declined his offer and stated, "I do not want any other merchandise from this store I want to return the one I have. 120 Night sleep trial is valid for ONE return. I am within the 120 Night sleep trial and I do not want this mattress!

I am under the care of a neuro surgeon and have been since year 2006. Had surgery on my lower back so I have to be careful of what I am sleeping on. I do have a follow up appointment scheduled and I need to inform the physician of what is going on now. I really feel that I am being corporately bullied to keep this mattress though I expressed my concerns about my conditions and why I want to do a return. I am writing this notation to you to try to get this issue resolved a man arable and professionally .

Please advise,

Michelle Campbell
Prior customers of Mattress Firm corporation.