Mattress FirmReviews 318

Attached is picture of the adjustable base, which is 3" lower than the mattress frame. Looks odd, but I sent this pic to Ms. Dee.
During the delivery I called her, she would not speak with the delivery crew. She told me you have to. That's what YOU have to do. Not the business that hired them.
She also didn't return my call, after I left a message 1:10 pm. It wasn't until 4:02 I called her again and she was pleasant. I asked her why she didn't call me, and she said she was busy. What manager of a business doesn't check her voice mail for 3-hrs?
I spoke with Ms Dee (in person) today. She immediately called to find replacement adjustable legs for the adjustable base. She got 3-12" adjustable legs which will be delivered tomorrow, no charge. This shows if you go and speak to the manager in person. They will do the best they can to help you out.
I got my replacement legs next day. I gave feedback to the Headquarters in Houston. They will send my review to the district manager in the area.

I am not used to doing a review, but I no longer know who to contact, and they have left me no other option. So I do it for us, the clients, who are always the losers. About eight months ago, I bought an adjustable base, and a plastic part broke in September; I called them and told me that it took 15 days for the region to arrive to send me the technicians. I'm still waiting, I've already called them many times, and everything they tell me is a lie, I went to the physical store, and they said to me that I was calling every day as if I didn't have to do anything else. I wonder what kind of service I am paying for?. The adjustable base has a two-year warranty with a mattress, and I spent a ten-year extended warranty. Friends, everything is an authorized robbery because nobody faces you and everyone tells you a lie.

I selected and paid for a mattress over a month ago at the Mattress Firm store in Visalia, CA. Every week, someone from Mattress Firm calls me to schedule a delivery, and every week they cancel the delivery the day before and tell me that my mattress will be delivered the following week. This has been ongoing for over a month. Today, Adrian called me and told me that my mattress was "in the warehouse" - yay! - and warned me that if I didn't schedule a delivery during the week (while I'm at work) that the mattress I paid for would be delivered to someone else - boo! When I called him on his b---s---, he backpedaled and blamed the computer for rerouting deliveries. I have no doubt that I will love my mattress when I finally get it, but customer service is lousy and I'm tired of the lies. I imagine that by now my mattress has been in the warehouse several times but has been delivered to other customers because my job means that I'm only available on Saturday. If they screw this up again, I'm canceling my order.

They told me a bed made of 100% foam was only 60% foam. This is not good (healthwise) for me. They need to tell you the truth about the makeup of the bed so you can make an. Informed descion on whether or not you want a fully toxic foam bed. That is not fair that I was not informed correctly and therefore it could possibly have adverse effects on health. They are not transparent or honest in that way. Also, they talk about you with their manager on speaker phone and think they muted you but didn't. That is tacky & unprofessional.

Don't take anything "free." I opted to take the "free" adjustable base. However, when I returned the mattress, I found that the base could not be returned and they charged me $500 for something that I didn't want, and pretended to be generous in waiving the 20% restock charge for the mattress. When I bought the mattress, they bragged about the fact that I could return it, but I'm sure they never told me what it would cost. I will never go back.

Purchased a highly over-priced mattress from Mattress Firm on recommendation of sales person. Have had the mattress (Willowbrook Plush Pillow Top) for 7 months and it sags in the middle worse than the 20 year-old mattress I replaced. Also, it has to be "rotated once per week", which the sales person did not tell me until after I bought the mattress and made my complaints. This company was not willing to work with me on the warranty. I seriously DO NOT recommend this company, or the above mentioned mattress. Bought a Saatva. Mattress Firm does not deserve my rating of one star.

Delivery team refused to remove my old bed and refused to leave my new FULLY PAID for bed. I'm confined to a wheelchair and am unable to remove the old bed, Jamie Rudat is well aware and assured me that it would be done, after 4 hours of lies and refusing to deliver my bed they refuse to issue a refund on my card
The delivery people were rude, unprofessional. Refused to wear a mask or to allow me time to call their office
AS SOON AS JAMIE REALIZED I WAS PAYING CASH RATHER THAN USING THE CREDIT I WAS APPROVED FOR THE QUALITY OF SERVICE PLUMMETED AND THE LIES BEGAN.

I was assured by Lamont at 4:30 that a refund would be immediately made and an email would be sent within 15 min., I have recordings of all calls and all parties where advised that they where being recorded,

Purchased 4000 mattress in June 2021. Mattress was scheduled for multiple deliveries but never came. On the 4th missed delivery I cancelled order. To get the refund back was a nightmare. The customer service number does not work. I called the store multiple times and they were not helpful after their store initiated the refund. Between the multiple emails to customer service, the multiple phone calls to the Mattress firm stores I received my remaining refund 24 days later.
This is the worst business I have ever dealt with.

I have used two radiation detectors - one cheap one expensive - BOTH read 50 Miligauss on the motor at the mattress top and 70 miligauss at the control.

Mattress Firm delivers used product. I paid nearly $500.00 for a pocket coil mattress. Told the salesman- NO memory foam. They delivered used product- wrapped in clear re-wrap plastic- no logos- tag was glued to mattress- no floppy tag. Is not coil. No support. Lean on elbow-- goes to metal. I used it for 21 days to make sure I wasnt missing something- turned it over - used other sheets.
I called their store 22 days later. Sales girl laughed. HQ office no help- gave reason as- past 120 days-- during covid. DO NOT SHOP THIS PLACE.

The sales clerk were very nice, didn't try to sell me things I don't need! They also very good on send a lot messages about time for delivery and the guys help open the box and getting the mattress out for us! Service and shipping all good, but I live in a very small apartment complex, and we share a small recycle place, so we have rules and also is there very big to everybody see, to brake all boxes b4 disposed, and so manager call me to let me know they didn't broke them down! About the mattress my review will be only after I start using of course! See you later them!

The sales clerk knew exactly what I wanted and didn't try to sell me something I didn't.
Messages left about time of delivery were vey professional. The delivery guys very one time, wore masks and did a great job of getting in and out quickly. Manuel Cortez and his partner definitely exceeded my expectations. Sales order *******059. THANK YOU!

I went into the store with my adult daughter to buy two queen mattresses. She chose a soft mattress that I thought was too soft. We bought it anyway - "Sleepy" was the brand. I picked it up at the store (Norman, OK) two days later and as soon as we got it home we knew it was not the same product as demonstrated. It was uncomfortably hard. We called the store immediately and were told to try the 120 day break in guarantee period. Nope. They said if we wanted to return the mattresses, we had to drive them to the Oklahoma City warehouse about 25 miles away. Nope. They also said there would be a 20% restocking fee. Nope. I will file in Small Claims Court tomorrow.

BTW, when I challenged the store manager about the requirement to return the product to their warehouse, he said it was illegal in OK to return a used mattress to the store. I just researched the statute and that is a totally false statement.

I dropped the mattresses at the store anyway and left a letter of return. Then I tried to file a dispute with VISA. They said it was a legitimate charge since I had not returned them to the warehouse. I still cannot understand why. It truly sounded like they had called the store manager when I was put on hold and just quoted him. In hindsight, I wish I had played their return / 20% scam game and then disputed the 20% with VISA since it was not the product I ordered.

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.

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.

Ordered end of October, delivery date 12/19.
Waiting for delivery, that never came. When I called told mattress wasn't scheduled to be in until 2022. A phone call letting me know would have been nice. Sales person said they would look for any king size bed to replace and got a call back that they did not have any king size firm mattress in warehouse that they could substitute. Really!
Your talking about a store that only sells mattresses.
They didn't want to give me a mattress for more then I paid, well it wasn't my fault. They should have made replacement regardless

Went to the Phillips Crossing Mattress Firm store in Orlando, FL. Great sales experience, mattresses are way over priced, but I was assured it was worth it!
And the warranty... wow, nothing to worry about, lol. Right... So, our adjustable bed frame started squeaking about 5 months of owning it. We were told to move the mattress and check to see if anything was loose and to spray WD-40 in various places. Well, my husband and I lifted up the mattress and discovered a hole/rip in the fabric on the bottom of the mattress! Immediately, I called Mattress Firm... submitted a claim online and was denied. Not covered! Wow, is all I can say. I disputed the denial and received an email saying it was still denied and not covered. The store didn't help either. Once they make the sale and commission, they don't care! Meanwhile, my bed frame still squeaks and the tear is probably getting bigger... and I still owe a little over $2,000 on the bed. DO NOT BUY FROM MATTRESS FIRM! CUSTOMER SERVICE SUCKS!
I have been informing EVERYONE I know about my experience. No resolution in sight.