Mattress FirmReviews 318

We had a misleading sales experience at Mattress Firm that future customers should be aware of.

We purchased an open-box mattress after the sales associate, Noman, explicitly stated that the mattress came with a 120-day trial period. When we expressed hesitation and said we wanted to leave and think about the purchase, he reiterated the trial period and encouraged us to go ahead, telling us we needed to give the mattress time to break in before we consider refunding or exchanging. At no point during the sales process did he disclose that open-box items are treated as final sale with no returns or refunds. In fact, the open-box option was actively recommended.

Only after attempting to exercise what we were told was a trial period did we learn that Mattress Firm considers the purchase non-refundable.

This was not a misunderstanding or failure to read fine print. The trial period was affirmatively represented—multiple times—and used to overcome our hesitation, while the no-refund policy was not disclosed at the time of sale. That omission materially affected our decision to purchase. Had the final-sale condition been clearly stated, we would not have proceeded.

If Mattress Firm's policy is that open-box mattresses are final sale, customers should be told this clearly and unambiguously before payment, especially when a "trial period" is discussed. Expecting customers to infer or independently discover such a critical term is unreasonable.

This experience raises serious concerns about sales practices and training at this location. I strongly advise anyone shopping here to get all terms in writing and to be especially cautious with open-box items.

Transparency matters. This transaction lacked it.

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Ordered a mattress and box spring on line. Was suppose to be delivered days ago. I called the local store and they could not find the order. To top it off they took the money out of my Matress Firm Credit Card. I have tried for hours to find out what happened and no luck. I would not recommend this business to anyone

I returned the 1st mattress because the smell was strong I couldn't take it. I only had this mattress not quite 2 years and it is starting to look like I had it for 5 years or more. For what you pay for a mattress you would think it would last longer.

Hi friends, be aware that the mattress firm is a shady company. Here is my story, I bought a new mattress, and it was delivered with plastic covering the whole mattress, when I took off that plastic, I realized that there was a dip in the middle, which means that the mattress was not new, so I called mattress firm for a pickup and a refund, they told me there would be a 99$ pick up fee. + 99$ restocking fee, now here comes the kicker besides the obvious, at the feet of the mattress there's an additional foot of plastic with plastic attachments, that covers that part, and I thought that was meant for when dragging the feet part of the mattress it wouldn't get dirty, anyway when picked up, the co. Took that part off supposedly for inspections, and lo and behold I found out that underneath that foot of plastic, there was a cut, they refused to pick it up, and I never received a refund, people DO NOT BUY FROM THIS CO.

If I could put zero as a rating I would I've had a horrible experience with mattress firms mattress I bought there Beautyrest silver they were $ 1,150 I caught it on sale for $720.00 I wish I never went too the Mattress Firm site I have had it for 3 years know and it was trash after 6 months and been going downhill ever since I'm now on the market for a new bed would never buy from Mattress Firm again ever.😒😒

I ordered a mattress and an adjustable bed frame from Mattress Firm. The delivery was scheduled for the following week, and I was told that I would be contacted the day before with a delivery window time. Well, I was never contacted, so on my scheduled delivery day, I called customer service only to be informed that both items were out of stock at the warehouse and that they themselves were not aware of that until my call. Then, they proceeded to reschedule a delivery date without confirming it and with a twelve-hour delivery window on a Monday. I am NOT happy with their service period.

No show no call on delivery of mattresses, said I could drive 40 miles and pickup so I did that,got there and someone online canceled the order so now they want me to pay for the mattresses for a second time and I never recieved my refund for the 1st purchase. TRY CALLING THE ONLINE ORDER # AND SEE IF YOU CAN TALK TO ANYONE, THE WORKERS FROM THE WAREHOUSE TRIED TO CALL 7#'S TO GET IT STRAIGHTENED OUT,NOONE WAS ANSWERING ANY ONLINE NUMBERS TO GET INFORMATION the stores can't even get in touch with the online order site. THIS PLACE IS A JOKE EVEN THE EMPLOYEES WHERE $#*!ING ABOUT THE ONLINE ORDERING. DO NOT BUY FROM THIS SO CALLED COMPANY ITS A BULL$#*! COMPANY. I'm out $1800,took a day off work, 12hr days at $38 a hr. Then drove 80 miles round trip in truck to get matresses at $3.29 a gallon for gas ANOTHER $70.STILL NO MATTRESSES, SO THIS IS DIFFENTLY GOING TO THE LAWYERS OFFICE FOR A LAW SUIT AND REPORTING TO THE BETTER BUSINESS BUREAU. THIS COMPANY IS GARBAGE

My mattress base stopped working a few months ago, less 3 years after purchase, and Mattress Firm won't honor their warranty by giving me the runaround, hoping I go away. They send me to the manufacturer who sends me back to Mattress Firm who then sends me back to the manufacturer. I informed them I'm resorting to Colorado's Attorney General and they threatened to hang up if I brought up any legal action again. It's just unbelievable. I regret ever stepping into the Castle Rock, Co branch.

John Varner in the Cypress store knew exactly what I needed. Even though I wanted a plush mattress, he had me get a firm for my body's aches and pains. He was spot on! Great price with the President's Day sale. John Varner is the BEST!

My name is Susan Woodroof and i bought what was supposedly a new mattress from you in August 2022. The mattress was wrapped in plastic which made me believe i was getting a new one. After sleeping on it for two days i realized it wasn't a new one but an old one pawned off on me full of hard lumps. I realized i should've called sooner, but i don't have a car and my son works. It was delivered by two men in an unmarked van. I spent $400.00 on a medium firm full mattress. I have no idea where my new mattress went or the money. I'm sure it's too late for a refund, but my back is completely ruined from it. I won't be buying another mattress from you, and i will advise my family and friends not to purchase one from you. Sincerely, Susan Woodroof.

Bought a mattress valued at 2K, from Mattress Firm.1 year 7 months later, it sags terribly, it was an extra firm mattress. Mattress Firm IMMEDIATELY denied my claim, but they DID give me a 20% off coupon to throw more money in the unethical garbage bin known as Mattress Firm

Bought a mattress from mattress firm the mattress is firm too firm it's like a rock it wasn't like that within the first 120 days but as I slept on it it got worse also it bunches up in the middle when it's on my adjustable bed they told me that it was good for adjustable beds if I had paid four or five hundred dollars then that would be okay but I paid $1,000 for this bed and I'm still paying on it with no interest I have reached out to customer service they gave me a number I talked to this woman she told me she relayed the message she did we've been emailing back and forth she tried calling me I couldn't get to the phone quick enough but I called her back so far I'm into about five or six different calls and emails and she's not answering my calls or emails I will not recommend then for anything or anyone unless there's some kind of restitution for me I am a senior and I shouldn't have to go through this

Bought a mattress and adjustable frame for $5600, sales person promised to take back both if I am not happy w it and to waive restoking and delivery back called to return after 4d,was told to wait 30d,policy states "we may ask u to wait",
So it is not mandatory. Was given a run a round by the manager and sales person. Finally they refunded the mattress, they refused to take back the frame.
I asked to return the queen frame and pay for king frame and mattress, they refused, asked for the regional manager phone but no response.
I could not contact any higher management staff.
So left w queen frame and $150 for setup plus $100 for delivery.
They r a fraud, don't trust their niceness or promises when u buy, u will know them when u return the item

When I went in to buy a mattress at Mattressfirm, I thought I'd be treated with integrity. The first mattress I purchased was a back killer. I returned it, bases on their warranty, and asked tge salesperson's assistance on buying a mattress that would work with my adjustable base. I asked if a Purple mattress would work, and was assured it would. About a year and a half later, it had begun hurting my back. The mattress had broken down. Warranty was not honored and I need to purchase a new mattress. I am handicapped, so none of this is easy. Stay away from Mattressfirm.

Acquired mattress from outlet - arrived damaged - not same mattress from store - 20 day later no refund - going to have to dispute with bank - every time I call they defer and act like they don't know what to do. Worst experience I've ever had please do not support this company

Mattress criminals still exist. This outfit advertised a Queen mattress for a Black Friday door buster price of $89.99. I came in and was greeted and asked how they could help me. I stated I was there to buy the $89 mattress they've been advertising on the radio.
Oh! The Door Buster?
Yep that's the one. She takes me back to the wall where there's a sign stuck on a mattress for a Queen for $159.
I asked if that's the one on sale?
Oh yes.
Do you have one in the back?
Let me go look. She comes back and tells me no but I can buy that one that's on display. Let's go write it up. It's a twin.
Uh I came here to buy a queen. The ads are for a queen. I asked for a queen. The sign says it's a queen. Why would you think I would take a smaller mattress for the same price when I came here for the sale on a queen?
She nicely offered to get one shipped in with free delivery within 48 hours.
Oh, That would be great!
The other "consultant" interrupted with, That's a carry out price. You don't have one to carry out. We can check with another store to see if they have one.
I'm not driving all over the state on the chance they'll still have it when I get there.
Well you can have the one over there. Is it a queen like that ad states? No.
At that point I told them they were bait and Switch criminals who had no business to be selling anything. And then a little louder for the other unfortunates in the store about to get raped. I would never buy anything from a criminal enterprise like this place is! Hopefully it made them think a bit before buying.
How in the 2020's can a business advertise on the radio and on their website not have what they advertise? It's no wonder they're swirling the bowl.

I bought a mattress, base (with remote) and pillows… until them ok… but waaaay to expensive
More than 2k for the cheapest one she could show me at their showroom.
I hated the pillow… and I've been trying to get ahold of anyone. Basically if you don't like the pillow you have to keep it ($167) for two pillows. I personally think that is outrageous and pondering if I should just return everything else…

I signed up for a rebate offer on a purchased mattress set that I never received! It states to allow for 6 to 8 weeks and when I called I was told they were "behind". I purchased these mattresses the first week of August, it is now the first week of November. I'll never shop another mattress firm again. Very dissatisfied!