Mattress Firm
Reviews and Complaints

mattress firm says they donot handle temperpedic warrantys I have to file a claim with temperpedic very rude customer service in store said too bad also refuse to call company manage told me to go on line to contact temperpedic myself all I want is replacement or upgrade if I have to

On 7/30/2016 I purchased a mattress set from this location at $2446.82. They have a price match guarantee when you find the same or similar under a different name for match the price plus 10%. I found the same for $ 1947.00 yet they refused to honor the price match. Kept giving me a song and dance that the alcove was exclusive to them.. I pointed out they guarantee stated (Same or similar) they still refused to honor their advertised guarantee. That is $549.81 dollars they are in effect stealing from me. Not to mention false advertising.

I applied for the card, approved online, selected the go shopping link and could not use card. A few days later, finally, I could shop. Ordered merchandise, and now, over a month wasted, and numerous voice mails and emails cancelling order, got email from Olejo.com telling me I'd be getting a tracking number this week. No idea what it was for, went to olegostores.com, and chatted, text is below. Horrifying if you ask me! Read on:

----Chat start----

Nan: Summer Savings Offers.
GET AN EXTRA BONUS ON YOUR ORDER !
Enter your name and email address, order here and receive your bonus. 100% secure.
Me: I got an email saying thus:
Good afternoon,

Your order is set to ship on 7/12/2016 and we will provide tracking information this week.

Thank you!
Customer Care
What did I order, I might have lost track of something I suppose?

When you place an order with your chat agent, please mention code MGR19 for an added coupon savings. You can call us at [protected] between 9am-5pm EST. . Thanks so much!Jen GrassanoOlejo Chat Team Manager
Me: Anybody there?
Nan: What is your order number?
Me: I have no idea, the email does not provide that, it's from [protected]@olejo.com, if that helps. I notice not olejostores.com. Also, my email addy is ?@?.com if that helps.
Nan: your name please?
Me: My name here. I think possibly I ordered from amazon or wherever, and this could be something else I'm waiting for, but I've no idea which or if that's so.
You there?
Nan: .checking the name
Me: Aack, must've not pressed enter before, sorry...
Nan: You ordered a queen bed set shipping out today. . It will be delivered in 7-10 business days. A tracking email will be sent to you next week
Me: I tried to order from Mattress Firm a month ago, don't need it, got a friend with a pickup truck and we got one local...
Nobody would answer the phone, emails were ignored, and chat feature on Mattress Firm website directed me to call number but no answer, only leave message. I told 'me I didn't want it over 3 weeks ago.
Please don't send anything, I don't need it. Those poor confused folks at Mattress Firm apparently are thoroughly disorganized and incompetent, too. So sorry.
I had to have told them several times leaving messages that first, to get on the ball or I'd cancel, then to cancel the order a couple times. They did authorizations on my credit card twice for the one attempted purchase, too.
Something is weird about your chat system, it does not always send when I hit enter, and multiple messages from me seem to want to run together.
Nan: I will submit this information to customer service and copy you on the email.
Me: You there at Olejo affiliated with Mattress Firm? If so, I'm sure you know about the obvious problems they have fulfulling and keeping track of orders.
Nan: The request fro cancellation was sent.
Me: Please tell them to remove the authorizations from my credit card to, and I'm likely not to consider doing business with them until the current universe's life span is tripled, or until they get their act together, whichever is later. That's about 35.2 billion years from now.
Ignoring my messages and letting things get to this point is simply not good. Whoever's responsible should be sent to Siberia and allowed to dig deep holes in the ice and refill them for a couple or three ice age cycles. Figure at least somewhere in the neighborhood of 100, 000 years I suppose.
If you are able to force the accountability issue, I'd appreciate it. Whoever caused this to happen, and I'm pretty sure more than one person, numerous people and multiple policies and various performance metrics as well as general business standards were absolute fails on this one.
Nan: Thank you for your comments, I will forward them to customer serviice
Me: Please advise customer service that their name is a lie, it's customer disservice, rather more significant than the AT&T disservice Clark Houard the consumer activist likes to pick on.
Anyway, I've gotta be outa here, it's my birthday, and also advise customer disservice that I appreciate the awesome "present" they've provided. It's the most fantastic mistreatment I've ever received as a consumer in my life that I can remember, and I have 54 years worth, nothing comes very close at all.
By the way, what was this baloney about Next day and red carpet delivery? Is that some kind of joke, or a never-never land fantasy, or what?
Are you there? I suppose you could me mad at me and giving me the silent treatment?

At this point, no responses for over 45 minutes.

----Chat end----

After only fifteen months of use, our mattress has developed a "sinkhole" on one side of the bed. If measured properly, the deepest part of the indentation is over two inches in depth. The warranty requires that it be at least one and a half inches in depth to qualify as defective and in need of replacement.

The mattress is a "Simmons Beauty Rest Fischer Island Recharge". Upon contacting the Simmons Mattress company, I was told all warranty issues were handled by Mattress Firm and that I should contact them. That sounded odd to me but I followed the standard procedure for initiating a claim through Mattress Firm.

It took several months and repeated calls before Mattress Firm finally sent out someone to "inspect" the indentation in the mattress. The man who came to my home indicated that he didn't work for Mattress Firm or Simmons Mattress Company but was an independent contractor hired specifically to inspect mattresses for warranty claims. That in itself told me my warranty claim was going to be denied.

The measurement device that he used was clearly designed to alter the depth of the indentation in favor of warranty limitations. Keep in mind that a mattress indentation is like a crater, sloping downward from the normal level of the mattress surface to the deepest part of the sagging area. His "measuring device" had an upright ruler attached to a platform. A string was loosely laid over the surface of the bed and indentation. The platform was placed inside the indentation.

Here's the problem...the platform or base of the measurement tool was wide enough to reach the sloped sides of the sagging area, thus elevating the platform such that the ruler above it would measure the sagging area at less than 1.5 inches. In addition, the platform itself was about 1/4 inch thick. A person would have to be a ### not to recognize this as a method of measurement designed specifically for denying the customer's warranty.

A few weeks later, I received a letter with the results of the "mattress inspection". You guessed it; my warranty claim was denied.

If you were to look at a photo of when I measured the indentation at the deepest part, it was clearly deeper than the required 1.5 inches. This sinkhole is over two inches in depth...and this is after only one year and three months of use.

I'm sixty years old and every mattress I have ever owned in my adult life lasted five to eight years and NONE of them ever sagged like this one is sagging in only fifteen months. The Mattress Firm however, insists this is "NORMAL". I'm sorry, but I don't think anyone who looked at this sinkage area in my mattress would say it's "normal" for fifteen months of use. What on earth is it going to look like in five years?

I have tried calling, emailing and sending letters by regular mail to appeal the decision made by this independent company but Mattress Firm has yet to respond. I even sent two letters via FedEx to the CEO of Mattress Firm discussing the condition of my mattress and respectively asking for a replacement mattress. Mattress Firm has not even provided me with the courtesy of a response...not even a generic response.

My advice to anyone on the market for a mattress, is to read as many reviews as you can find online about the mattress you plan to buy. Find out if the manufacturer handles the warranty or if the retailer handles the warranty. Only purchase a bed set guaranteed by the manufacturer because if you have to depend on the retailer to honor your warranty claim, you can forget it...especially if it's Mattress Firm!

I only wish I had done as much reading about this mattress and Mattress Firm. Had I done so, I would not have purchased this mattress OR purchased it from Mattress Firm. Mattress Firm is happy to sell you a mattress but are impossible to deal with when it comes to warranty claims.

Check for yourself if you don't believe me. There are hundreds and hundreds of negative reviews about Mattress Firm's customer service when it comes to warranty issues...and just as many negative reviews about the Simmons Mattresses.

Bottom Line, avoid both.

March 19th I went to Mattress Firm at 4910 E Ray Road, Phoenix AZ 85044. The store manager, Josh Brown was working. When we entered the store a customer was walking out and replied, "Good Luck" to us. We should have left then but Josh seemed nice enough until we explained we had a certain mattress in mind and had been offered a family and friends discount since I work at a local television station. He seemed to want me to prove it, so I began searching for my email. He then shut sown completely when we chose a half price clearance mattress. He got very rude and we explained my daughter is moving into a new apartment her friend went to a different location of Mattress Firm in Scottsdale and bought the mattress. He was also given the friends and family discount as well as free shipping. We only asked for what we knew some else received the day prior.
We left the store and the next day went to the old Debby Gabby store across the street and had a nice person Lincoln waiting on us. I told him we wanted a specific mattress that he didn't have, and he called across the street and talked to josh. Josh immediately spoke to him knowing it was for us, and REFUSED to sell us the mattress, stating he would only sell it as a set. I drove across the street asked for his business card, and he responded, "Are you going to tell on me now"?
I am a sales person for twenty years at the same station. I was appalled at how he treated my daughter and I. We did go to another Mattress Firm and buy our mattress we could not get the discount her roommate/boyfriend received because this store talked to Lincoln at the other store and Josh too. Very disappointed in the collaboration as well as rudeness given to myself and my daughter. I have thought about filing a complaint for two and a half weeks, I do not normally complain but Josh is a terrible manipulative man who should not be representing your store.

I will never go back, nor my friends hopefully as I begin to post on social media.

Mattress firm treats cancer patient horribly! Having been recently diagnosed with cancer of the esophagus, adenocarcinoma, which was caused by problems with acid reflux over the years, my dr. Suggested that I get an adjustable bed to help prevent acid from continuing to damage my esophagus. I went to mattress firm in spanish fork, ut, and ordered my bed. I arranged for deliver the following wednesday (Not sure why they advertise same day delivery). I took the afternoon off to wait for my delivery. At the end of the delivery window, I called the store and was advised they would look into it and call me back. Earlier on wednesday, I removed my old king size bed, which was extremely challenging for me due to chemo and radiation treatments. After waiting 45 minutes for a return call, my wife drove to the provo location (The salesperson at spanish fork didn't know how to enter the order so he called provo and had them enter it. I had to drive to the provo location to complete the order and pay a portion of it). The sales person at provo, who was busy eating pizza, informed my wife that "something happened with the truck and it wasn't coming until the following tuesday". He claimed they tried to call me but my voice mail wasn't set up. My wife disagreed with him and after looking into it, he agreed that is was someone else he was trying to call. My wife asked who the boss was and they informed her it was "ashley" and he provided the phone number. When my wife returned home, I called and left a message for ashley and was told she would return my call in about 10 minutes. I then called and emailed the corporate customer service number. No response! I called and emailed again on friday morning, and then contacted someone through their chat feature. I was advised that a supervisor would call me shortly. I called and left another message for ashley at that point. Saturday morning, after not receiving a response, I had my wife drive me to the provo store to cancel my order. How does this company stay in business with this kind of horrible service. When cancelling my order, the representative advised me that my original salesperson was "fired last week". I'm not sure why she felt that breaking the law to tell me this was going to make me feel any better, or provide justification for the treatment I received. Not one person at mattress firm was professional or helpful. Thanks for putting me through the extreme exhaustion in removing and replacing my old bed. Thanks for your complete lack of communication. I had 5 total contacts with your employees, and not one of them attempted to solve the problem or communicate information!

This company used high pressure sales tactics to sell a Queen sized mattress/base to an elderly woman who wanted a full sized set... we have returned the mattress however they have refused to take back the bed base which is damaged, and was a floor model they needed to get rid of and too big for her room. She has filed a dispute and the company and Wells Fargo have decided to refuse her complaint. She has been totally taken advantage of and I fully intend to follow up on this complaint to get her money back and get this situation straightened out.

Called Aaron at Olejostores.com and ask
about the product description to make sure I was ordering the right SKU#. Mike and Aaron assured me the description was: headboard, foot board and frame. When it arrived it was just the headboard only. They will not correct the problem. Natisha from Mattress Firm wants me to pay another $25.00 for the pieces they did not send me. Was told the description was wrong. I

The Sale Associates’ attitude was horrible, MF Management should Re-think!
I went to the Mattress Firm at March 30, and purchase the mattress and box spring. The original price was 799 dollars online, and I bargain for 750. The associate who the name is Cheryl, said: “Go home NOW”.

I was really pissed off. However there was no one else in store could help me out on that day. So I decide to leave the store, but she called me back to agree me the price at 750 dollars. I return back to take that deal because I need that bed in next couple day because I have new family member move in.

She even MUMBLING something on price is so cheap with radicular laugh. I tried to ignore her any movement, and just waited there and watch her SNAIL slow computer process. I even doubt about if she ever been train. Finally, she told me the product would get to my home about two day later at 10AM on Apr 1, 2013.

Apr 1, 2013. April Fool’s Day? Were they play game with me? If yes, I can tell they were playing radicular fool game, and they screw theirs business. I was exited waiting my new bed at home in the morning. 1 hour past the scheduled time, 2 hours past, and 3 hours past, I did not received any call from them. I had called them to ask what was going on. Someone name “Nada” in store answer the phone. I asked about where is my bed now? And she called me wait a minutes to check, after all, she told me that they SIMPLY CANNOT deliver today. And I don’t even get apologize from her.
She had me re-schedule on another two days later on Apri 3, 2013. FRIEND LISTENING NOW, you can’t believe what I going to say, they told me they were not able to deliver to me AGAIN because she said their truck was broken down. TWO TIMES PROMISE BROKEN. Can we still TRUST Mattress Firm or her?

I decided to CANCEL order, but Ms. NADA apologizes for problem and will give partial refund of 50 dollars back to my account. AND YOU CAN BELIEVE ME, I give her the THIRD CHANCE. Which now I don’t even know why I did that. She promised that the order will be my home at 8PM on April 5, 2013.

Only GOD knows what Mattress Firm manager at Fayetteville was thinking about how to run their business with those type sale person.

Near to the END of my negative experience at Mattress Firm.
Last night, the truck driver called me before their arrived. They were MUCH nicer than the sale women at the Mattress Firm store in Fayetteville. In my opinion, I think they should switch their position. Two gentleman were try to find something for couple minutes, and I was stand on the side with curiosity. I was kind move by them after I find out they were try to find their plastic shoe bag, in order to cover their foot to step into my house.

WHY ordinary workers are much more courtesy and politer than the store sale person? This is something that Mattress Firm Management should be RETHINKING for your corporate’s future.

Mattress Firm’s Management, Do you want to keep those disqualify employees to disqualify your customer who love your product, or you want to have excellent employees to bring you the excellent business sales! This is naive question, we all know without speak it out. Isn’t it ?

Last thing, I came back to store today for Mattress metal base stand. Two ladies were still there, Cheryl greet me with few laugh. Nada wasn’t say anything but looking at her computer screen. They sell me the metal stand for 69 dollars, which isn’t match to what they were promised me at 50 dollars a week ago. DISAPPOINTED, I don’t really care about price. However I just CAN’T stand about (((THEY DON'T DO WHAT THEY SAID))). I took the metal stand at price of 69 dollars without extra word with them.

Finally, this is most horrible buying experience in my recent years. Definitely keep in my mind for long time. What a nightmare. Hope this can help someone who is going to shop Mattress. PLEASE SUPPORT if you have similar experiences, because each of us is the power, to force them become change and get better service for society. (Please excuse me the grammar errors in my article, and I promise this is true story.)

bought a matress from matress firm about a year and a half ago .we decided to go with agood quality mattress as I have back problems and my wife has had a spinal fusion done on her lower back so there was no way we where skimping on anything here. Any way 1year after we bought this very expensive and so called good quality mattress it started to colapse on the top side where you lay your head. I then went passed a branch in Pearland where they pulled up all the documentation needed for a warranty process to begin.. Three weeks went buy and then I received a letter in the post saying that my proof of purchase was incomplete . I then went back to Pearland TX branch where the manager says to me that he had accidentally faxed off the wrong documentation. Now in the mean time I have started becoming more and more uncomfortable in this sagging bed that I have now seen a chiropractor which is costing me an arm and a leg. I then get hold of customer services who tell me that there is another 4 week waiting period before someone can come and look at the mattress and assess the problem. A person then comes through a month later and takes photos and takes measurements etc and leaves without saying a word. We then waited a further three weeks and received a letter is the mail saying our mattres has a stain on it and has a tear in the material. Now when we purchased this mattress we bought it with a mattress protector which has never been removed. When the inspector came out for the inspection he says there is a very light yellow stain on the mattress and a small 2 inch tear in the material which we have never seen. I then did some research and found a few stores who where selling second hand mattresses which had urine marks and even sperm on them which just made me sick to my stomach. Any way mattress firm are not getting away with this one I am filling a law suite against them. Mattress firm have also made it very difficult for the consumer to post reviews on there site for obvious reasons. I don't care about the stain or the 2 inch tear in the material, I want the springs repaired as this mattress is sagging and it has become more uncomfortable to sleep on.

Purchased mattress 1/20/12 $1114.00. It started sagging on the side, contacted mattress firm. They send an inspector $25. Oo, everything was turned over and bedroom a wreck. I received info stating wrong improper frame. This is a hand made bed, has 9 big slats 20′legs from frame to floor. No warranty! Improper frame! How long are these people allowed to operate, they are totally corrupt. People should be warned.

I bought a new mattress for my son after he had open heart surgery in January of 2011. After just a year and a half my wife noticed increased sagging at one end. Since this was an obvious defect and we had a ten year warranty we figured there would be no problems. Wrong! After filling out paperwork that included giving our credit card number we waited over a month and then were charged $25 for a "mattress inspector" to come between 12:00PM and 5:00PM. After about 5 minutes he proclaimed it defective. After another 2 weeks we were sent to the store to pick out another mattress and were offered inferior ones compared to our original product. Not only were they inferior in quality but more expensive meaning we had to pay the difference in price, tax, and a delivery fee. Basically, it would have cost us around $200 more to replace a defective product. I attempted to speak to a customer service representative but was sent to voicemail and never heard back. There is NO way they will get any more money from me, even if it means spending more somewhere else. I hope this helps somebody else at least

I purchased an expensive Sterns & Foster mattress and box springs and within a year the mattress was sagging and I was having back aches. I contacted them to come out and look at it, and I was told I had to go through this ridiculous process of submitting lots of paper work, waiting 4-6 weeks before my complaint would be processed, then would have to pay them! $25 to inspect the complaint, and then pay them again another delivery/transportation fee. The sales person at the store was arrogant, combative, and only too happy to hand me all the paper I would need to process my complaint, with no indication that it would be taken care of in an expedient manner. DO NOT PURCHASE from this company no matter what they tell you. Their sales people don't last but a few months and are on commission.

Mattress firm
Towers lodge
8509 davis blvd.
Across the street from target, by fedex
North richland hills, tx 76180
[protected]
_

I did not buy anything from the store. this review is only about this location not about mattress firm. mattress firm seems to be a good company. it is about experience with one salesperson. I went to the store first time. the salesperson had no idea or did not care how tempurpedic mattress should be tested. she kept standing nearby me and talked useless information when I asked about mattresses. she even asked me where I parked my car not 1 time but several times!
My doctor told me I should have tried the beds by laying on them for several minutes. the salesperson never told me this. she just wanted me to spend thousands of dollars without properly trying the beds.

I went back the second time and she was even more rude. again she asked me several times where I parked my car! it was very rude. I asked her locations of other mattress firms nearby and she said she knew where they were. I asked her again where exactly but she did not reply. she gave me totally wrong information about tempurpedic beds. she said all beds carried 100% high density foams from top to bottom, if they were high density beds! wrong. I had already read correct information about tempurpedic beds on tempurpedic web sites. I asked her again if she was telling correct information. she acted she did not care 1 bit. she acted surly, unhappy, uncooperative, a poor salesperson.

To whom may care:
my account number is chenh61108, and invoice number is 11071nnrvrx. The mattress I brought when it first delivered to me I notice there is two red dots on it, and I even tell the delivery guy. and he told me to talk to my sell representative about it. before receiving the mattress, when I was in the sleep's store try to buy a mattress the sales person come to me and telling me that the mattress that I interested in buying have a one day promotion that is 1/2 price off the original price. and if I buy it and I do not like it within 21 day I can get a total refund guaranty. so I take his words and brought the mattress. now I went back to the sleep's store told the sale person about the bed situation and ask for a replacement and maybe a exchange on the next day, he denied all my request. giving me a bunch of reason there is no possibility to return it back and even telling me to buy another mattress. so this is my first time purchasing at sleep's and for the store reputation gos is zero with me right now and I would not recommend anyone I know and I do not know to buy at sleep's. I mean the service is so bad that the sales people push you and give you false information to make you buy . most importantly the price I pay for the mattress at first is over priced, and I have to call the store and adjust the price with the sales person. what a way to do business I am wondering how many customers that the company have lost so far, most important where is the trust.

I do agree with this post. My husband and I came into a Mattress Firm store to look at some beds for our whole family. We told them no credit cards but that we would put money down and pay on it and then they would deliver it. The manager at the Oklahoma City store said "Well you have 90 days to pay it off." So, ok we put down 10% which was $12o. So today out of the clear blue sky this man knocks on my door and states that he has a deliver for this address from Mattress Firm. I said to him, "Are you sure, because I thought it was not suppose to be here today." The man who was very nice gave me the paperwork and it had deliver date scheduled for today!. I thought, ok maybe we will still make payments while it is at our house'. The 2 men came and set the beds up and then I signed the paperwork and they left|. So, a little while later a phone call came from Mattress Firm and the man on the other end states, that he made a mistake and did not catch the 1100 that was left and that we had 1 hour or till the morning to pay it off in full or they would come back and take the beds;. He stated, "I would hate for you to have to sleep on it one night and then loose it, ." Who in the *** does this? So the beds I had I put at the trash, so tomorrow when we pay off the twins we got, they will be getting their other set back|. This is a disgrace and they will rip you off because they are dishonest;. Stay away!

Buyers ! Be aware! DO NOT EVER BUY ANYTHING FROM THIS COMPANY. They are a scam and want to just rip your money even in this economy. I just recently purchased two mattresses from 1800mattress.com (one was sealy and the other one was simmon). I was told on that I could refuse the delivery on the spot with not problem. When it arrived, after a week it didn't look right. It was NOTHING like how they described it would be on the website. While I was examining it, I told him it looks fake and he said that I need to call customer service and there is nothing he could do. Which means that YOU CANNOT REFUSE IT ON THE SPOT. THEY JUST SAY IT TO PERSUADE YOU TO BUY THEIR MATTRESS. I examined it more after he left and i found out that they used cheap raw materials and sowing was very poorly. The back side is even more horrendous. The mattresses didnt look like name brands i purchased at all. I decided to Call the customer service next day as it was delivered late. When i called the following day, no one could help me and then they transferred me to the online management office. I had to leave a voice mail since no one picked up the call. I left a brief message about what happened, 24 hrs passed by no calls. i made several attempts to call them the day after but no use. Finally, on the fourth day I got a chance to talk to them. And the person was speaking to was not very nice. I told her my situation and all she could say was may be i got a defective piece. And I asked how can i get TWO defective piece? She said she didn't know. And i also told her that the mattresses dont match the description and she told me that when you purchase it, it says that "the product may not be similar which is being shown above". I said where does it say that? I didnt see it anywhere when i was purchasing it. She failed to show me where it is. This business lie to their customers to get their money. they do not care about their customer as long as they get the business. I even chatted with the agent online and they said YES to product being the same and mattresses meeting the description. I am in process of getting my refund. I will try and try until I get my money back. I will even file th small claim. I will not let these people take out money just like that. But I am here to warn the future buyer to be very aware when you buy from this company. DO NOT i repeat DO NOT but anything from them, they will take your money on one hand and deliver some cheap mattresses which sags when its is brand new. If i could stop even one person buying from them that would be really meaningful. At least, that person will be saved from this fraud company and will be saved from more headaches, extensive waiting period, more talking to different agents, and ohhh repeating the situation 1000 times. Peace!