Mattress FirmReviews 318

I AM SO DISAPOINTED IN MATTRESS FIRM SELLING. I went into the store to look around at my options since my current bed has a major dip in it, we were greeted by the 'manager" who sort of tried to sell us some beds but was having to be interrupted multiple times to answer the phones. I told him upfront I have a bed with drawers on 1 side and he said oh that's not a problem with our adjustable beds. Well i was conned into buying a 3500 dollar bed and upgraded the "FREE" adjustable bed to 1 level up so that the feet are adjustable as well. He said he was giving me all the deals and was going to get in trouble with cooperate for basically giving me the bed. 3500 dollars for an alcove mattress LMAO. Well the delivery guys come and look at my bed and say oh no no you cannot have the drawers I USE THESE 2 DRAWERS EVERYDAY that is why i spent extra money on the set to get the drawers. He also throws in 2 pillows a sheet set and a mattress protector that he says is valued at 500 YEA RIGHT... the sheets come and the color is wrong. He proceeds to tell me oh you can go to a ups store mail them back and we wil send you the correct ones. WHY IS THIS MY ISSUE?! WHY IS IT MY DOLLAR I HAVE TO SPEND TO GET THE FREE GIFT I WAS PROMISED?!>>! This is terrible terrible service will NEVER COME BACK and will tell everyone i know this is not good business.

I bought and paid for a mattress and received a guaranteed scheduled delivery date. The night before the delivery, when I was supposed to receive the delivery time, I instead received a message that there is a delay in the shipment and no further information about when it might be available. No response to my questions from Customer Care, no way to "chat" with a live agent or contact any Mattress Firm representative. Finally gave up after two days and purchased elsewhere. I canceled the order and still got no response! Will never use this business in the future.

I was scheduled to have a mattress delivered today and watched the delivery truck go to the wrong house. I double-checked my receipt to make sure I had not made an error in typing my address. My address was indeed correct and they went to the wrong house and drove away as I stood outside of my house waiting. The driver even looked at me as he drove away, and no one bothered to call me to check the address. To make matters worse, it is impossible to reach a customer service representative. When you call Mattress Firm, an automated message tells you all inquiries are handled through the online chat. When you go to the online chat, you get a robot and a message saying there are no available agents. So I am out $184, with no way to get a refund, sleeping on the floor. And I'm a single mom. I am furious and will absolutely never shop here again and I would not recommend Mattress Firm to my worst enemy.

En la sucursal de Ridgewood, Queens, NYC. Nos atendió por teléfono, Pedro, uno de los vendedores asociados de la tienda. Nos explicó que no podíamos ir, pero que el intentaría ayudarnos en todo para que tomásemos la mejor decisión posible sobre qué tipo de colchón comprar. Nuestras dudas se disiparon en solo minutos. Pedro nos explicó al detalle sobre varios colchones, respondió a todas nuestras preguntas y comparaciones. Fue realmente un servicio excepcional que agradecemos de corazón. Ojalá otras compañías tengan vendedores tan conocedores de su producto y con la calidad humana de este señor. Cuando reabran la tienda, iremos a conocerlo personalmente y agradecerle su ayuda a la hora de comprar un producto con el que nos sentimos muy satisfechos.
Mónica R

I purchased willow brook plush 3/31/2020 first one month I was very happy with mattress, although I was sinking into the bed I tought this would be normal for couple of inches specially it's a plush bed but after 30 days ivsink another 2 inches makes it total of 4 inches I sank into the mattress. I have horrible back pain when I get up I can hardly walk because of pain. I took a picture and sent it to person at the shop where I bought my mattress of my mattress, I laid down measure tape clearly shows my hips are 4 inches down, no wonder why I have so much pain, Andrew an employee who replied my email wrote "it's plush mattress that's normal!" if you return the bed 20 percent stocking fee plus 99$ for the shipping. " I don't think I should pay a faulty mattress, it is not a normal for me. Mattress spring bites my hip, I wanted to exchange perhaps with better mattress, so I refuse to pay in this case I am preparing to sue the company because I think they do this to many clients and it's not fair I will not allow to get robbed!

Mattress was never delivered. Nobody calls and they won't take calls UNLESS you are making a purchase. Requested a refund and 3 WEEKS later still NO REFUND and NO MATTRESS and they still don't call or respond other than automated email responses. They are suckering people to make purchases and are not fulfilling orders.

I ordered a mattress through Mattress Firm web site! I was quoted 3 to 5 day arrival via FedEx. I agreed and I cancelled a mattress from another company that was going to take longer. So I wait, after 7 days of not receiving any tracking info and my order status showing as shipping TBD to be determined, I tried calling the 800#.
This number never answers, it's looped to just give you canned answers, tells you to email them and then disconnects you! So I emailed, a total of 4 times over the course of another 5 or 6 days and never received a response. I tried to get back on chat on web site several times and as soon as you start to explain about a problem they give you the email address and disconnect the chat! Their excuse, they are overwhelmed with Covid 19. But they have a special team dedicated to handling concerns and inquiries. I had signed up for a mattress firm credit card. I called and cancelled it, I have yet to receive a response from my emails. I can't cancel my order because no one will respond. They will gladly take your money and sell you something though, sales lines are fully open!
So I found the link to review, after submitting my review I received an email saying that it would be reviewed to see if it met their standards. Well guess what, they rejected my review. So it's been almost 2 weeks since I've ordered and I have no ship date and no response and no way to cancel. This company is a bunch of moronic losers! Funny how they can take time to review my review and email me twice regarding it but they refuse to email me or call regarding my order that was promised to arrive in 3 to 5 days.
Never Never again will I trust this company.

I ordered my mattress on 2/11/2020. A friend of mine both ordered the same time and she got her mattress on 2/22. Mine was supposed to be delivered the same day but somehow my order was "not on this shipment". They had it scheduled to deliver that Tuesday, 2/25 and the delivery company called me on Monday and tried to deliver it. Now I don't know about you but I have a day job that allowed me to buy the mattress in the first place. So a delivery at 2pm in the afternoon isn't going to work especially on the day I did not request. I told them anytime after 3:30pm. Tuesday roles around and the company decided to blow my phone up because other customers had cancelled or weren't there and they wanted to deliver at 2pm again I said no that I am at work. They called back and completely cancelled my delivery. I called mattress firm, and rescheduled the delivery for the third time for Friday, 2/28, and they threw in. A comforter too that was being shipped later. Friday roles around, no mattress again. Our small dusting of snow made it so the delivery was delayed and they refused to do Saturday too. At this point they threw in 2 pillows and a mattress protector. Great! No bed to put them on but hey, I'm appreciative. Funny thing is the shipped down comforter got here before the actual MATTESS. New delivery date is tomorrow, 3/6 which was supposed to be from 12-6 (I have half days on Fridays so it worked). Delivery company called and told me they were delivering between 8-2. The hell you are. Called them. They said call mattress firm. I called mattress firm. And they refuse to assist me. They said that they can try delivering Saturday 8-2 or Monday 12-6. Funny. This is the FIFTH TIME I have tried to have my MATTESS delivered; I have everything for a bed BUT NO BED. When will I get it? At this rate the, winter of 2032. DO NOT BUY FROM MATTRESS FIRM. WHAT A $#*!ING JOKE.

I purchased a "Sleepy" queen size mattress, frame and box springs from Mattress Firm. It was fine when it was delivered. Within 3 months there was a huge dip in the middle of the mattress. It was more like a giant hole. I contacted Mattress Firm and they said file a Warranty Claim which includes sending pictures, etc.
They said that they could not do anything for me due to the fact the mattress was used. I have never heard of such a crazy thing. I have to go buy another mattress and I would stay away from this company.