Mattress Firm review: Poor customer service/lack of communication/mattress not delivered

Stephen King

Case Number: [protected]

Order Number

LMECGA7RYZOK

I bought a mattress for my bed at a Mattress Firm store a few months ago and was very happy with the salesman and the mattress I took home. On Sunday evening, October 29, 2023, late at night, I was online to look at what kind of mattress to use for my guest bedroom, as I had just bought a new bedroom set featuring a platform bed. I saw that these new platform beds usually do not use a box spring, but rather have a thick mattress only. I saw a 1/2 price sale on a 14" mattress with inner springs and decided to go ahead and take advantage of the online sale. I paid $711.55 with free shipping for a

DreamCloud 14" Hybrid Mattress. I got an immediate email response verifying the sale and it mentioned that the mattress would arrive Nov 1 - Nov 3.

I started watching for the delivery as of Wednesday, November 1, 2023, and was aware that they would only deliver it to the front door, so I canceled plans for the rest of the week so as to be home when it arrived. It did not show up on Wednesday or Thursday, so I went online to track the order and see where it was. The link showed only that the order had been received but not that it had been shipped and there was no way to further track it. There was no phone number available but I did try to have a "live chat with an agent" and discovered that it is only a robot that makes certain responses and can not have a conversation or answer questions about where the order is.

I waited until Saturday, November 4, 2023, to write an email to Customer service and make a complaint that I could not get any answers. The next day, Sunday, November 5, 2023, I was at the store after Church and my phone rang. It was an unknown number so I let it go to voice mail as I get a lot of "robot calls." Later I checked my voicemail and found that someone named "Leslie F." from Mattress Firm had called and left a message telling me that it takes 7 - 10 business days to get a delivery and it was coming from the factory, so just be patient. When I got home I found an email from her saying the same thing, and I waited to see when the tracking information would update.

I just wanted to know what was going on, and why it was taking so long to get me tracking information since the original confirmation letter said it would arrive by Friday, November 3, 2023. On Tuesday, November 7, 2023, I replied to the email and told Leslie F. that if she could not call me or email me with current information and proof that the mattress was actually shipped and on its way, with tracking, then I wanted her to cancel my order and refund my money to my credit card so that I could just go out to one of their competitors to buy a mattress that day. She never responded to that email, and as of today, Friday, November 10, 2023, it has been an official 10 business days since I ordered and paid for the mattress. There is still no change in the status of the order, showing only that the order was received but no shipping date and no tracking information. I tried calling a complaint number I found on this website and finally got hold of a real human being, but it was a foreigner with a very heavy and thick accent and I could not understand him. He said he would send my call to another agent, and after five minutes of listening to elevator music, it went silent, and then 30 seconds later the line disconnected. So, I sent ANOTHER email to "Leslie F." and reminded her that she never responded to my other email asking for information or a refund and that as of today, it had been the official 10 business days, and still no information about my mattress. I asked her to call me or email me today and cancel my order and refund my credit card so that I could go out today and buy a mattress and take it home. As of right now, I am still waiting for communication from her or the Mattress Firm, but to be honest, my confidence is shot and even though I had a great experience in one of their stores a few months ago, this transaction has ruined me for the company as a whole, and I will never do any kind of business with them again. I am sharing my story on Facebook and letting anyone who will listen know how sorry the customer relations are at Mattress Firm.