Mattress Firm Reviews

Purchased xtra firm Queen mattress and it's awful can't be a new mattress has dips and sags in the mattress. Want refund all I'm getting is the run around sales person is Elissa on chat. I've been trying to reach her and it's been 2 weeks and she still hasn't returned my call. I want my $828.00 refund. Elissa popped up in chat on Gardner White website. I want a refund so I can purchase a real mattress. Entire sales Dept etc is a joke NEVER AGAIN!

PLEASE DO NOT BUY ANYTHING FROM MATTRESS FIRM! WORST NIGHTMARE 1st Mattress Arrived Ripped; 2nd Mattress incorrect & adjustable based stained, walls were damaged during delivery and it took almost 2 months trying to get Corporate to pay for my damages, dealing with RUDE Warehouse staff. They promise great customer service; if you fill out the Customer Service Request Form they state someone will get back to you within 48 hours. They will NOT, if you call the corporate office it just rings (USELESS) PLEASE YOU MAY PAY MORE MONEY but try going to another Retails store you will save yourself less stress. I wish I never walked into Mattress Firm on March 25,2021. The 3rd Mattress is harder as a ROCK. BUYER BEWARE AND STAY AWAY. Mattress Firm does not stand by its policies and is a completely disreputable company. PLEASE Take your business elsewhere. LOOK AT THE REVIEWS. They will waste your time. IF EVERYONE IS SAYING THE SAME THING IT IS TRUE I WISH I DID MORE RESEARCH. All I wanted when I walked into Mattress Firm on March 25,2021 was a good mattress for back pain, for support, durability, comfort, and value.

I signed up fora $50 cash discount for any purchase made from this company. After I purchased two expensive mattress sets, I was told that they cannot honor the above noted discount as the mattresses were already discounted. This is completely ridiculous and unacceptable and unethical and my emails to their customer service went unanswered.

Please do not allow this company to take your hard earned money. There are many less expensive, higher quality, and environmentally friendly options available to you especially if you purchase online without all of the inflated extra overhead charges. The gimmick of paying over a longer time period by signing up for their credit card is a scam not a way to save money. My experience with Peggy in Edison NJ (store now closed after downsizing) was a very expensive lesson in listening to my gut instincts. The product is not quality, the warranty is worthless, the product is overpriced, customer service is non-existent. Do your research, shop online, avoid the scam. Save your money, piece of mind, and health.

One of the most unprofessional and dishonest companies I have ever dealt with. Less than a year ago my husband and I bought a queen size Beauty Rest for $1,500 from the local Mattress Firm store. After 3 months, the mattress started sagging where we both slept and it was very uncomfortable. We're both under 5'5" and petite. Still, this should NOT happen after such a short period of time. I called the Mattress Firm customer service # and could not speak to a representative. NO ONE. I then visited the Mattress Firm store and they advised me to file a complaint with their online claims department, and so I did. There was an option to pay $80 for a "third party" to come to your house and write a report on your mattress. We believed it to be a good idea since we paid so much money for a shoddy product. This weekend, a man from this third party came and saw the sagging mattress which is over 1.5 inches! We received his report days later and he wrote that there was nothing wrong with the mattress and that there was a stain. Basically, the man completely lied. LIED. At this point, we feel taken advantage of and completely ripped off. Mattress Firm does not stand by its policies and is a completely disreputable company. BUYER BEWARE AND STAY AWAY. Take your business elsewhere. They will waste your time and hard-earned money.

On the 8th I bought a mattress. On the 12th the was a sale on it for 130 dollars less. I request (since we can't reach over the phone) for the 120 day price match. On the 16th I reached out to the local store and to the online chat rep and they both said that they could not help. This was a sale by Mattress Firm on the 12th and they had no evidence that it ever happened. I asked for a manager to reach out to me and she said the same. "If it is a Flash Sale or a Daily Sale we have no idea on the next day what the sale was about or what prices and discounts were offered". I find it difficult to believe that Mattress Firm does not have a record of all sales and transactions and that not one of their employees can retrieve this information. It seems that it is a super secret sale that not even their employees know about.(?) The online manager also forwarded me an email that was allegedly sent on the 12th at 8:53 pm

"Hello Victor,

Thank you for reaching out to us. We received your request for a price match. Please let us know how we may assist you.

Thank you,"

I never received this email, not in my inbox, not in my spam and not in my trash... this email was never received. As you can see from their response they were aware of my request. What additional information did they need? I expressed what my concern was in the original request form, i supplied the order number (as requested), my phone number and my email address. What additional information did they need. THey just had to issue the credit.
They did not even look into the matter. They let the "secret" sale disappear from their records and put the responsibility on me to reach out to them again. However, as I stated before, this email never came through. A phone call would have been appreciated. But this would have meant that they would have had to give me the credit for the difference. Emailing or calling them the next working day would have not made a difference because the secret sale would have not in their records anymore.

Finally, I was told that if I wanted the credit I should have taken a screen shot of "their" website with the sale price as they have no idea what sales Mattress Firm generates nor do they have the ability to research the sales that Mattress Firm advertises on a daily basis.

This confused me, Mattress Firm does not tell their employees what sales are advertise?

Sincerely confused and disappointed customer. ​

Mattress Firm has the absolute worst customer service that you could possibly imagine. STAY FAR AWAY FROM THESE PEOPLE!

I ordered a BOXED mattress on April 10th and their website, along with my order email says "Estimated Delivery: Arrives in 5-7 business days." We order a new frame, we order new sheets, etc. for the new bed.

Five days later, April 15th, and I haven't received any shipping notifications. Mattress Firm ALSO doesn't offer any phone-related correspondence for their paid customers. If you call the number, there's an automated response that makes you go online and do a live chat or submit a form. Once the message is done, it automatically hangs up.

I start a live chat and the person couldn't possibly be more useless. No information except what I already have from the order confirmation email... I submit feedback, request a phone call, and nobody calls me (of course).

The next day, April 16th, I submit an online form and I get an email from another customer service person who says:

"Your item will be shipped directly from the vendor within (5-7 business days) from your order date (04/10/21). Once the item ships, you will receive an email with the tracking number."

I email them back, twice, and they don't respond to either messages. If someone can realistically tell me why a BOXED MATTRESS takes over 6 days to ship, please feel free to let me know. It's in a box, you put it on the truck, and you ship it. At this point I just want to cancel my order... I've had enough and I don't want to do business with people who treat their customers like this.

I start a live chat with ANOTHER person and they tell me that my mattress is out for delivery. They even give me a tracking number. I look it up and it's the wrong tracking information for a different order that was placed ON THE OTHER SIDE OF THE COUNTRY.

This is not only outrageous, but completely UNBELIEVABLE! HOW DOES A COMPANY DO BUSINESS LIKE THIS?

They tell me "sorry" and give me another tracking number. This one was generated TODAY and it only says "LABEL CREATED: Shipment information sent to FedEx"

At this point I'm furiously frustrated and simply want to cancel my order. The live chat person says that the refund process takes 7-14 business days... of course it takes two weeks, because why wouldn't it?

I ask to be connected to a manager. Thankfully they call me within a short period of time, but they say the exact same thing as the the live chat person. Basically they're not able to help me, they "can't" cancel my order right now because it's "been shipped" (even though it hasn't... the label was just created) and now they're forcing me to wait a week or two for the refund.

Once again, I can't call the company because they don't have that option, the live chat people are useless, the managers are useless, they can't cancel my order, and I can't get my money back in a timely manner.

What other options do I have? File web complaints? Federal regulatory complaints? Why is this even a thing? Why can companies just treat their customers like dirt and continuously get away with it? They shove their advertising down our throats and trick people into thinking they're a good and reputable company... YOU CAN'T EVEN CALL CUSTOMER SERVICE!

STAY FAR AWAY FROM MATTRESS FIRM FOR YOUR OWN GOOD!

This is in regards to the actual delivery. Although the bed I purchased is very comfortable, the men who delivered it, and my mattress, smell like a pound of weed. It being day 3 now of owning the mattress, and that’s all I smell when I lay down is not cool. Mattress Firm needs to keep better track of who they’re hiring to deliver their mattress’. Very unprofessional!

Never got to ordering - phone was answered by someone that from his tone I seemed to be wasting his time.

My son is a new 1st time home buyer & a part of his new chapter of his life is getting the pieces in place to set him up including bedding. We had already decided on a "regular" mattress from a big box store when my sons went into the Mattress Firm store #159020. His sales rep Kurt made an entire presentation that not only sold my son but me too as neither of us realized the differences in our sleep situations! All of the financing & delivery options were set in motion & we were stoked! Then, we weren't. It started with my delivery to my home & the base of chosen the Ergo smartbase not being able to fit thru my staircase (as if explained to Kurt during the sale was an issue I had 3 years ago) so my delivery was botched although was somewhat recovered by Willie bringing a platinum base for a future delivery of the base one step down from the ergo. Apparently with all of the sales pitch given it was not noted that the smart base does not come in two pieces but one solid one. My son's base, the Ease 3.0, stopped working after one day. He attempted to troubleshoot the issue with customer service a few times then was told to contact the store. Spoke with our original sales rep Kurt who advised will have a replacement sent out. An appointment was set for today 2/19/21. Over the course of this week we received updates to the wrong address, called & confirmed the actual delivery address & was assured it was going to 812 w 9th NOT 409 Hillcrest. Truck comes to 409. I work from home 10-11 hours a day 6 days a week therefore I cannot allocate the time it takes to redirect deliveries and the miscommunication of the Mattress Firm staff. It jeopardizes the job I actually am assigned & employed to do. After a brief & uncaring conversation with the delivery people that came to my home office we Placed a conference call to the store and spoke with Terence the store manager at the Wilmington DE location store #159020 took the info shortly determined another truck was on its way. Obviously we are both very upset & stressed. We were looking for this to be resolved once & for all with Terrence who then became extremely unprofessional and inconsiderate lacking empathy telling us to have a nice day & then hung up without an apology or assurance. The delivery personnel that did finally left my son's front door wide open while they delivered his base to his 3rd floor which caused his 8 month old puppy to run out. He had to chase her 6 blocks in his slippers in the snow & ice because of their negligence. Once he returned with her he found that his footboard & railings had been removed & cast aside without being properly put back in place. When we first made the decision to make this very large expensive purchase we didn't even think about the cost as we were completely sold on the experience & excited really really excited to begin this awesome new journey to better sleep! It was supposed to be stress relieving and invigorating. This experience has been anything but. Also since my base was downgraded I have YET to receive the reflection on the difference in my financing which is affecting my credit report and rating. I can promise this; I will NEVER purchase or recommend Mattress Firm to anyone and write this experience to all who care to read about it. As of today Saturday March 6,2021 the adjustable base has stopped working a second time within a month and the store now refuses to help or exchange it for a better model as previously promised by Kurt & Willie.

All I can say is there’s a reason this company has 75% one (1) star reviews. Avoid them at all cost! Their customer service is the worst, and I mean the worst, I have ever experienced!!
And just for the record I’m almost 70 years old and spent 20 years teaching customer service traveling the world as a member of NSA to do it. I only wish I was still doing that because this is the kind of example we like to give about how to avoid pissing your customers off for life and avoid assuring that they will give you nothing but bad PR and bad social media reviews

If I could give a "0" for Mattress Firm I would. Purchased mattress at Cordova TN location from Stephan on 11/4/2020. Saw an advertisement on tv for a similiar mattress but price was approx
$200 less than what they had in the showroom. Purchased mattress at price online and called and spoke with Stephen regarding canceling previous purchase. Mattress was scheduled to be delivered on 11/27, but did not arrive until 12/19. Two weeks into sleeping on mattress, the mattress started sagging. Called and spoke with Stephen who recommended another mattress but it would cost me and additional $267. I requested a refund since the mattress he recommended did not fit my needs and I would have to pay an additional $267. He was not willing to just swap the mattress out for the one he was recommending, although this had been very inconvenient for me in having to wait over 6 weeks to get a mattress. And then to have an issue within 2 weeks of purchase.
I was very disappointed that a brand new mattress was already sagging within 2 week time frame(and let me state I am not a big person 5'4, 125 lbs). Mattress firm interpretation for the sagging was considered not my comfort level opposed to it was just very poor quality. (Comfort level is commonly ranked on a four-level scale, which classifies the feel as ultra plush, plush, firm, or extra firm according to google) sagging is not a considered a comfort level. So to return the mattress I was out of $340, which is more than 20% restocking fee and $99 for pickup delivery fee.
Didnt really have a problem with the restocking fee, but the additional fees were ridiculous and a rip off. This was my first and will be my last purchase with Mattress firm. Wished I had paid more attention to the reviews as well as the 1300+ complaints on file with the Better Business Bureau.