Mattress FirmReviews 318

Worst possible customer service and worst products ever! DO NOT BUY from them they will screw you every which way.
Bought a queen beauty rest mattress within a day the bed was sinking in four spots, called the store the next day and said they couldn't do anything about it I had to file a claim. Claim went through and I got to pick a new mattress after hassles, we'll come to find out the new mattress does the same thing. So called mattress firm again remind you it has only been 3 months maybe not even at this point. I told them I am done I just want to return it and be over and done with this. He said nope that's not an option because it's from the outlet. I don't care where anything is from if a company is selling defective expensive furniture that people have to sleep on and trusted these people when helping pick out a bed I haven't ever experienced anything like this and now I'm stuck with a $1,300 bed that I can't do anything with. This is not how you run a business especially when it comes to something people rely on daily like a good nights rest. It's just sad they are ok doing this. Don't let them get you.

I bought a $1,000 mattress to get a free base deal. After one week, my back got hurt so severely that I determined to return. The salesman at store in Portland near mall 205 charged me 10% fee plus $300 for the base before I can buy another mattress and paying extra $150 for delivery, saying it's a rule. Therefore please be aware that it gonna cost you more when you return their mattress which hurt your back unavoidably. Overall I lost double amount of the purchased price due to it hurts my back!

I ordered a set of twin beds online expecting them to be delivered to my home. But they instead are being delivered by FedEx to my garage. Now I have to figure out how to get them to the bedroom in my house. No reference to this at all on their site.

Confusion at the store led to the sale of a wrong-size mattress. But we were working it out and I was given a price that I accepted. But then the manager who identified himself as being in charge of the Kingston and the Fishkill stores called me and almost rudely told me that I could not have that price. When I protested, saying that I had been offered that price by an employee and we had agreed on it, he said you're " just upset". He was condescending and unhelpful and offered no alternate solution. When I told him I was going to cancel the sale he said that I had a "right to do that." I went to the store, and the staff there were sympathetic and apologetic. They said this was not the first time the manager's attitude had lost them customers. (Now that I see these other reviews and the rating, it's probably good that I didn't get the mattress that I had been offered!) I called that manager and told him he was the one who had blown the sale, because I didn't want fingers pointed at the store staff which I thought was likely given his attitude.

I got a confirm for delivery, waited home all day, no show, I contacted them via chat was told my mattress delivery was not ordered "and I don't know why". Rescheduled following week for 5pm or later delivery got notice it was scheduled for early AM. Did the "chat" again (previously cut off twice) asked to cancel order but was told I couldn't it was "locked in" I told them no one would be at the house to receive it. As of now no idea what is going to happen. Once you place an order and they have your money, You cannot talk to a person. You have to chat and they will systematically disconnect your chat. Total incompetence. Waste of time company go elsewhere. Still waiting on my full refund.

Nowhere in my initial purchase was it clear that I could not return an adjustable base.
No way to try one out before a purchase.
The adjustable base did not work for my handicapped husband. Didn't even sleep on it or hook it up.

I purchased a mattress and adjustable base on 5/7/2022. I was never told that the adjustable base was nonrefundable. Please don't purchase any products from this company, YOU WILL REGRET IT. AND YES, I did read my contract. The contract stated that the adjustable base is not part of the 120 days trial, it doesn't state you can't return the item. Thanks

I bought a $1500 adjustable base from Mattress Firm in north Myrtle Beach that has broken down 3 times. I keep having to call Leggitt who has the warranty. The bed broke down again and I called Mattress Firm and told them I want a new bed that works! They said to call Leggitt. They said they only handle the repairs and that I had to go to Mattress Firm to get a replacement. I went to the website and the chat person said I had to go to Leggitt! I bought the bed from Mattress Firm, not the warranty company. With the run around I'm convinced this is a scam organization that doesn't stand behind their product and doesn't care about the customer. I urge you to think twice about doing business with these rip off artists!

Mattress covers don't fit properly, smell badly, and are over priced at $150+. No mention during sales process that they are non-refundable (only in small print). When you do to return, they just point to the small print and say that the package was opened and can't be returned.

Just made purchase the other day, it was significant cost, plus $100 for what they call Gold or White Glover Delivery. Was told I would get call the day before to schedule the delivery
What I received was automated text, and an automated phone call telling the time of the delivery.
Only option was to confirm the delivery and time. The time was not acceptable as I had other obligations at the time I was told the mattress would be delivered.
Called the store I made the purchase regarding delivery, and the sales person, which was not the one I bought the mattress from, told me he would not call the delivery service to adjust the delivery and time, and petty much said if I didn't like it, I could cancel the purchase, or reschedule the delivery to a more suitable time, which would be an additional fee] $100 fee,
He was rude, augmentative with me, and did not respect me as a customer.
I canceled the order as I found another local store, that had free delivery, and the same mattress for $200 less.
Mattress Firm connected after I canceled the purchase, but the damage was done, Not the best price, fee for delivery, plus the lack of respect to me as customer, who want that?

On April 29,2022 my wife and I went into the Mattress Firm store in Modesto, California. We were greeted by a gentleman named Porter. We told him exactly what we needed. He showed us different ideas. We finally found what we were looking for. No pressure involved. Will update after delivery. It was a great experience in the purchasing a new bed.

We have a mattress that has the coils coming thru the top of the pillow top mattress. I showed pictures to Kokomo store manager who agreed the mattress is defective and advised I submit a claim. The claim was denied due to bed frame - which is exactly what they sell in the store and approved by salesman when purchased. Frame is fine, box springs is fine and not sagging, mattress is not sagging just broken coils poking thru the top. Warranty Claim Rep advised to level bed frame. The frame is level! If frame was the problem the box springs and mattress would be sagging. It's not. I just need a mattress we can sleep on and for Mattress Firm to keep their warranty promises!

This company must be in financial crisis or whoever is managing it is plain stupid! I purchased a mattress and adjustable frame. When I checked the reviews on the mattress it was horrible. I went back as soon as they opened, they couldn't give me my cash back. I kept the frame and the refund was for the mattress 21 days later not a thing was done to refund my money after raising hell 22 days later now supposedly they just cut a check and it will be mailed! Do yourself a favor don't buy from these idiots. They are overpriced! The only reason that I went there again is 15 years ago I purchased from the Galveston location and they were so nice and helpful that it created a sense of loyalty despite the fact that I could buy the same products cheaper elsewhere. They will never get a penny from anyone in my family. The manager at the Pine Island road then blatantly lied trying to get around the fact that she is working for crooks who tried to steal from me! I can understand if it was a check they could make up a case saying that they had to wait for it to clear, but everyone knows that 3-5 days is plenty of time in this digital age for a check to clear. Do yourselves a favor take your hard earned money elsewhere!

I bought a mattress from the company in November and delivered at my house. I also bought a five years warranty to cover if anything happens. Now my mattress has indentation and when I sleep it sinks in and I have such a bad back. I called the warranty company and they sent me a technician to see it. Tge tech sent me a message that he will be at my place between 10-2 and took time off from work so waited but never came and then I called them again finally his name is Carlos shows up and my wife and my friend was home and he came in checked and said that there is problem with the mattress and really there is a problem and told me in front our family and then goes files a report against me saying that everything is fine. I waited and called the company and they are still sticking with that techs report who is two face. I even sent a photos of mine shows indentation but no one wants come and do anything about it.At present I sleep on the floor and paid a price for it. I will never do biz with them anymore.

My wife and I bought a pair of twin size purple mattresses on labor day. After 7 months the top on the mattresses are starting to separate and shift. I called the store and was directed to the purple website. My wife entered all the information for a warranty claim and talk to the manager at the mattress firm store and so far after 2 weeks of her nothing whatsoever. I would never go back to mattress firm ever again. I would definitely not recommend this store.

Spent $1200 for a queen mattress and box spring last June and within months the center of the mattress collapsed, We filed the "Warranty claim" and it was denied on some technicality about the frame not having the right support even though the mattress is sitting on THEIR box spring. They will use any excuse to deny your warranty claim. A TOTALLY OBVIOUS SCAM BUSINESS TO GET YOUR MONEY ANY WAY THEY CAN AND THEN DISAPPEAR. AND you will NEVER get to talk to a human being at Customer Service. And the store folks will tell you they can't help you. Once they have your money they become a brick wall. STAY AWAY!

Stay away from this incompetent company. Sales representative could care less about you or your needs. All they wanna do is make a sale. It's impossible to do a easy quick return. You can't talk to a live representative, they give you the run around but easily and quickly take your money and sale you a lie. Talking with an agent via chat bot (text) shows just how much they value you as a customer. You could easily go into a Big Lots and get a nice mattress without all the smoke and mirrors. I Hate Mattress Firm! I Hate the Mattress I bought! I hate the exchange or return policy that they exaggerate! This company sucks! Do Not Order Online!

Before buying a new bed, I researched several brands and companies. I decided to purchase a hybrid memory foam over coil Simmons from Mattress Firm because of the "sleep guarantee" for 3 months. Plus they had a decent deal on the bed and 0% financing. However after only 1 yr, the center of the bed has a depression in the middle, so bad that you feel like you are rolling towards the center all the time. I contacted the sales people who suggested I file a warranty claim on the Mattress Firm website. They also told me it was unlikely I would get anything for the warranty... well they were right! Nothing! I submitted the pictures requested in exactly the manner they requested on the website. After a few days, they told me that the bed had "normal wear". Im not sure how they can tell that when the top of the bed has memory foam and looks brand new?!? Its the coil structure that feels like it failed. I even said that in the original request. So buyer beware they DO NOT stand behind their product. After 90 days you are stuck.