Mattress Firm
Reviews and Complaints

Incident occurred on Sunday, 9/2/18.

FYI, my order no was [protected]. My customer no was C010384241.

I purchased, on 8/19/18, without incident or complaint, a new Queen size platform bed and mattress from Mattress Firm, located at 11445 Queens Blvd, Forest Hills, NY 11375. It was delivered to my home in Kew Gardens, NY and set up with no complaints.

The following week, I was down in Naples, FL where I have a second home. On Sunday, 9/2, when I passed by the Mattress Firm store noted above, there was a huge sign in the window (DOOR BUSTERS), advertising a sale on memory pillows and mattress covers.

When I entered the store, the salesperson refused to sell me the pillows at the sale price unless I considered buying a bed (which I had just done 2 weeks prior). He was rude, short with me and unprofessional.

After spending over $1100.00 with Mattress Firm just two weeks prior, this is unacceptable, unprofessional and just plain bad business.

When we bought the beds we promised the feet lift for the adjustable bed not the head by the sales manager Kurt Julian. The first time the delivery came on September 3, 2018. The delivery guys came and had a attitude and didn't want to take the old mattress because supposedly they only take the old mattresses if they left outside. So we carried the old one outside for them. Then they started giving more attitude because we were going slow taking the mattresses out when this was there job, which I confirmed was there job as part of the delivery fee plus the haul away fee. We started getting mad cause they were doing there job, and apparently we were slowing them down on the holiday which has nothing to do with us. So they left without the delivering us the beds. When I called the local store they said they will call me back after they speak with the delivery company (which he never did cause he went home after my call). I call the next day to speak to speak to anyone, this time another manager picks up Devon; his response is i'll call you when I'm ready and hangs up. I call the second time 2 hours later he says I'm with a customer I will call you back when I done. I call a third time 4 hours after and he finally gives a response saying they a scheduled a new delivery. As inconvenience for there drivers fault he can offer is free body pillow. What the hell kind of customer service is this I don't get my delivery as scheduled cause of your lazy drivers, I call 3 times and have to wait for your time to get a response, and in the end the best you can do is a free pillow. Apparently, spending over $1800 at your place wasn't worth it. I will never recommend this place to anyone ever again. The whole company really needs to retrain the managers and the delivery guys before the company looses more business to there competitors.

I purchased a mattress for my Son who visits me about every 4 to 6 months. He sits on the side of his bed to use his phone, sleeps on the same side. Recently I needed to sleep in his room and was very, very surprised and angry. When laying down on the mattress I was rolling towards the side he sleeps on, dips down enough that I could not lay there. When I called the sales person, she informed me that all of their mattresses mold to your body and I was told this when she sold it to me. WHAT is she talking about. I just flipped it around so the side he sleeps on was on the other side. Did they sell me an inferior product? I think so. Since the mattress is only used part time I had no idea it was doing this. NEVER will I ever purchase a product sold by a "Big Mattress Store" again, never...Thank you

I'm so deeply disappointed with one of your locations that I have no words to explain. The location is 462 hackensack ave. Hackensack nj. Sales associate is robert davis. He was horrible. Both my husband and I have to go to physical therapy for our back pain due to the mattress. We don't even sleep on it anymore. We have to use the old one we had. Mind you the mattress was $3500. We went to mattress firm to get something better, softer than what we had. And robert sold us something even worse. As soon as we received our mattress which was on a saturday, that next monday I went in to tell him that we were unhappy. He proceeded to tell me that the mattress was going to get softer. It never did. It is way too firm. We agreed on another mattress to switch. When the delivery men came they ended up saying there was a stain. "there was no stain." I have a mattress pad that went on as soon as the delivery boys left. When I phoned robert he just brushed me off. Didn't even care anymore. He has his money. So, why bother. I even offered him to come and take a look at the mattress, he said no. What am I to do with a $3500 mattress that we cannot use? I was hoping it will get better with time but there is no use. It's the same as the first day we bought it! Truly, truly disappointed with such a big company. I have provided you with a video of the mattress so you can see for yourself.

FRAUD! I bought a NEW mattress but was sent a USED mattress. That is fraud! I want the mattress I paid for ASAP! I also want a discount for the disgusting experience! It was very mushy and smelled like the had sprayed laundry detergent on it to get rid of the odor from the previous owner. When I spoke to the manager, he was not surprised that they gave me a used mattress. That makes it seem like they are doing this over and over.

I work with a nonprofit in Bastrop, TX. We are partnering with Salvation Army to provide financial assistance to families affected by Hurricane Harvey. We have worked with staff at these 2 stores for 4 families. Of the 4 we have had issues with 3 of them and how the store processed the payments. Our last client has been waiting 2 months to receive his mattress because staff and management cannot figure out process Salvation Army payments from one transaction to the next. This has been very frustrating to our client and as well Salvation Army and ourselves. At this point we are considering cancelling the order and sending our client to another vendor. Attached is the quote that we have been working off of with the store and management. The store manager says they are having a difficult time processing and promises to contact us but never does. We initiate all communication with the staff. At this point we would like corporate to take over this order or we will ask to cancel. Sheila Lowe - Bastrop County Long Term Recovery Team [protected]

Me and 3 friends went to the Mattress Firm in Denton, Texas last night to get a mattress for a roommate moving in, we are very cheap and simple when it comes to buying things. It was the same mattress firm I bought my mattress from 6 months ago, apparently my mattress is now considered a piece of crap and they have taken it off their floor but that's the salespersons opinion, so we tried to get my buddy a new cheap bed but the prices weren't lineig out and neither was the attitude of this sales lady, so we decided to take our business somewhere else, but on the way out she decides to teach us about life choices and tell us to have good luck with back problems and bed bugs, we just wanted to be cheap but I guess us second class citizens need life lessons. Really wish I could have gotten her name

I purchased a Protecta bed mattress cover from Mattress Firm in 2013 in the store located at 1418 Texas ave. south in College Station, Texas. This product was $60 of an $800.00 purchase and came with a 10 year warranty. At the time of purchase I was told if there were any problems just bring it back and it would be taken care of. In reading my receipt there was nothing stating anything different from what I was told . Well now that I have returned to the same location for service on this it was not taken care of and was told they could do nothing in the store. I was told to call the manufacturer for warranty . I judge a company on customer service when I have an issue as this tells me how they really feel about the customer from which they were happy take money from in exchange for a product they sold. In this case I took my time to visit the store twice first at purchase and the second when I was in need of (customer service) which there is no more these days. This is why so many brick and mortar locations have went away. This is what should set them apart from online retail that you can usually get better pricing from and here lately better service . As I made the purchase from them and not the manufacturer the store should have handled an exchange. They have now lost a customer over a $ 60 product they profited from. I will tell many that this company is not where they want to shop. Oh by the way I found the same product for less shipped to my home free and didn't have to make a trip to a store . Just saying .

I made a purchase thru Mattress Firm's chat line on 7/6 for a bed and a platform that I specifically wanted for my daughter who is going to college. I asked the salesman if I could have it delivered/shipped to where my daughter will be living for the school year and was assured yes but he did explain it would be shipped by FedEx which was fine. I was told I would receive an email when the bed was ready to be shipped, but I never did. I needed the bed by 8/4/18 so I called about the bed on 7/30/18 only to find out the bed had been shipped to the address where my daughter was to live and someone other than myself signed for the bed which was delivered on 7/16 and 7/17 because there was the mattress and the platform. Someone signed for them but it was not me and I did not give permission for anyone to sign. I never received a tracking a number from Mattress Firm or FedEx so I had no idea the bed had been shipped until I called. I have been on the phone everyday this week with Mattress Firm trying to get this resolved and was told on 7/31/18 that a replacement bed was being shipped, a tracking number would be provided, and it was possible the bed would be expedited. Each person I talked to about this replacement bed lied and said it was either packaged already and waiting for a tracking number from FedEx. Finally on 8/2 in the afternoon after I had called in the morning and was told the bed was still waiting for FedEx to pick it up, a young man told me the bed was no longer available. UNBELIEVABLE RIGHT. I was told the bed was being replaced with another bed but it would take five to seven business days before it could be shipped. THAT SUCKS. I should not be penalized for Mattress Firm's and FedEx mistakes but I am. Not only am I not moving my daughter to school this weekend, I have no idea when I will be moving her, and nobody at Mattress Firm has reached out to me except the young man who called me to let me know the original bed I purchased is no longer available. I am a repeat customer and I do not appreciate this horrible customer service nor will I refer anyone to Mattress Firm. This situation has been handled in such an awful way and I really do not appreciate it. That bed should be expedited and we should have it ASAP but NO, that is not happening . Again, no one from Mattress Firm has reached out to me. BAD CUSTOMER SERVICE.

After coming to agreement on a king size bed set, & taking all of my personal information, sosial security # address drivers license, my debit expieration date & my email taken by sales person claiming his manager & his name is Rob . he suddenly said there is a misunderstanding & the price is only for mattress alone .
So i askd him for his buisiness card with his full name on it . but he said he do not have it at the time . so i askd his full name . he said his name is Rob & thats it .
Now i need you to provide me his full name to prevent any identity theft or credit fraud . & its my right to have the sales person's buisiness card who has taken my identity information to finance me .
Here is my phone # [protected]
My email : alen.[protected]@yahoo.com

we purchased a mattress from mattress firm in charlottesville va. on june 19th 2018 in developed a soft spot in the center of bed within 30 days of purchasing/ when we called the office they claimed we couldnt return it/ so i loaded up the matress and returned it to the store i purchased from/ she the lady working that saturday was short/rude/ and said if i left the mattress it was going in the trash dumpster! will never do business with your company again and will tell everyone my story!

Email to Mattress Firm is below. (easier than typing out all the facts)

I am emailing in regards to Order #S019104417 for an Infinity Chair purchased at the San Diego County Fair. I have been trying to cancel this order since 7/15/18 - LESS THAN 24 HOURS AFTER PURCHASING IT.

I have been in contact with the salesman Jon Santos via his cell number as well as "event center customer service" at [protected]. I have spoken to them on three occasions (case #[protected]) and they claim all they can do is send a "communication" to the salesperson as he is the only person that can cancel the order. To date, those three "communications" have not received a response.

The salesperson has said through text that he has cancelled the order but will not provide me with a cancellation number. Mattress Firm event center customer service has confirmed today that the order is still open and that they can't help me - all they can do is send a message to Jon Santos.

He continues to ignore these requests and I was told there is no one above him that I can get in touch with, how am I supposed to cancel this order? I find it hard to believe that he is the be all, end all - the only person within the corporation with the power to cancel and order. I believe he is intentionally ignoring this request in order to push the chair order through delivery. I am assuming he gets paid commission if the sale goes through.

I am being bullied by your company and I am fed up. I was/am well within my right to cancel - per the contract. I am astonished Mattress Firm's lack of customer service and shady business practices.

I will not give any single star to this store at all if I could especially, GORDON a lady who is extremely rude and unprofessionally sale person I had ever encounter in my life. She is biased against me who is an Asian lady who walked into her store yesterday. We were there to try out a mattress that was originally purchased from Mattress Firm in another state waiting to make an exchange for another brand. We had received a square king size mattress that was 4" inches short, 76" Sq. it should be 76"x80" inches.
Since we were unable to make it to the Mattress Firm in WI this week, we thought it should be fine and convenience to walk into any nearby Mattress Firm store from our home overall they are the same companies. BIG MISTAKES!
My husband had called her beforehand to find out do they carry Simmons Hartfield which was recommended by our WI store. We were there in and out for less than 10mins for a tryout. She digs into our phone record and locates the store where we bought from in WI. She called the store up and make a big fuss and complaint that we were there shopping around for a better price. The salesman in WI called me and asked what were we doing behind his back. I went back to ask her today, she did not even want to listen to my explanation instead she walked towards the entrance and open the door several times and asked me to leave now. She said we were dishonest to her. First, she did not ask us had we purchased any Mattress recently. Not our fault right? But she claimed that we should tell her the moment we walked in. She was the only one on the floor and was busy serving another customer. She even claimed the store has the right to digs into every customer motive by walking in to protect them, for what? Her COMMISSIONS!. She even called herself an honest person that she had sold the mattress to the customer yesterday and called me a liar! She kept asking me to leave the store and she did not want to see me again. She yelled at me, you are more welcome to leave a NEGATIVE feedback for this store and file a complaint to the corporate as she had already earned many good reviews from other customers.
Her attitude was awful, ugly and unthinkable yelling at me in the store. This is not the way to do business.
Customers BEWARE! the moment you walked in be prepared to spend $$$ nothing else is acceptable because of her commission and time spend with you and do remember never ever give out your phone contacts.

I will NOT recommend this store to anyone. Asian please stay AWAY! We do not deserve this from her and STOP giving her any business. Please shop somewhere else who are professionally trained and well respect to us.

I purchased my Queen size mattress and box springs in February 2017. I am the only one that sleeps in it, except when a grand child or friend spends the night. It does not feel as firm as it was new. It now has sunk in the middle so when two people occupy the bed you have a tendency to roll into the middle. This causes my hips and shoulder to hurt. I am a left side sleeper and have a tendency to hug the edge but when someone else sleeps in the bed, it draws me towards the center of the bed.

Everyone that has slept in it complains of the shoulder and hip pain, no matter their age.

My name is Rene' Birdow
I purchased an mattress from Mattress Firm#001123
10420 Broadway Suite B
Pearland Tx. 77584
Order #S017058401
Customer #C009571278
Purchase Date 05/27/18

In approximately 1-2 weeks afterv
my purchase i started getting bitten by at that time by something but could not figure out what was going on. On July the 3rd we notice that my mattress is infested with Bed Bugs. I reached out to the store when i made it home from work and took pictures of how bad this actually is. The store clerk was unable to help me. I was given an 1-866 # in which we were unable to actually to get a person. I was then given an web to go to. Unacceptable. I had togo to the emergency room in which was embarrassing. I was separated and placed in the hall in quarantine because of the Bed Bugs. Also iam unable to go into my bedroom because of the Bed Bugs. I have reached out to Fox News and are waiting a reply as well as an Attorney. My Life is ruined as this minute and you guys must pay for all of this. I have eggs, Bed Bugs all around the rim of my head Board. My whole bedroom is ruined as well as my clothing. everything. i need to hear from you asap. i will see to it that you are exposed to what you have done to me if i do not hear from you. Asap. cannot sleep in my bedroom unacceptable. Unhappy, hurt.
[protected]
[protected]

Today my new mattress was delivered it is not the same mattress I tried at the showroom. The showroom salesmen had me lay on a soft comfortable double mattress I purchased a twin. This twin mattress is hard and I'm unable to sleep on it. He convinced me to pay 1, 100.00 for a clearance model. I was unaware that clearance models were previously owned mattress that's horrible! I'm so upset, I will be writing many reviews about mattress fire and they was they conduct business to let the consumer know what their really in for

I ordered and paid for a mattress from Mattress Firm. They took the full amount of the purchase out of my bank account and we set a delivery time between 5pm and 10pm. When 8:30pm rolled around, I called to check on the delivery and was told that my order had not uploaded in their system and there is nothing they can do to help me at this time. So they have $1k of my money and I have no bed to sleep on this weekend. I have a severe ankle injury, waited all night for my mattress to be delivered and now I have no bed to sleep on. This has caused me both physical and emotional distress. I can't even go out and buy another mattress because they say they can't get me my money back right now. Never in my life would I have ever imagined that a company like Mattress Firm would do something like this.

I am writing to inform you of an employee who told said she supposedly "banned"me from all of your Mattress from stores and I have never set foot or made a purchase in any of your stores or done anything to not be able to shop in your stores and it is unprofessional and unbecoming of a salesperson to act in this manner toward a potential customer just because of her "personal problems". This is very unprofessional and a employee of this nature makes me think she isn't right in the head mentally and should not be a salesperson representing your store if she acts like this in the workplace. I am very upset although I know that it isn't true and plan to pursue legal action because of defament of my name.

Mr. Vincent was very rude, condescending, disrespectful at Herald Square 45 West 34th st. Suite #200, NY, NY 10001, I called about my refund I haven't received yet and hung up on me 2x talking to me as if I was a child. I served this country and never been treated with such disrespect, please contact me, this individual refuse to get me information for a supervisor

My son needed a bed. We visited the Belknap Mattress Firm. He liked it the best after leaving to try others. We returned for the memorial day sale. Greeted then ignored. Yelled at and overcharged. By the manager, Christopher Shaw. The experience was THE WORST I have ever experienced in all my years of shopping. Mr. Shaw is either in need of retraining or new employment. I would really, really like to talk to someone about our experience. Please reach out to me. But for the local consumer, shop online. Shame on you, for treating people who are trying to spend their money locally to support local employees. I have 4 beds in my home, 3 of them will not be replaced with your product as this stands.