Mattress FirmReviews 318

I purchased a mattress from Mattress Firm in March 2017 and since I was moving I left it in it's original packaging until we were all moved in. We had the mattress in the back bedroom until April 2017. As soon as we set the mattress up we immediately started to get bitten by something. We didn't know what it was until today when my finance saw what it was and it is bedbugs. Called Mattress Firm to put in a claim and was basically told that because it was purchased two months ago that it was basically something that we did and we don't own pets and I'm a neat freak. I have NEVER in life had bedbugs until I purchased this mattress. They won't exchange it or nothing so if would avoid Mattress Firm at all cost because you might get bedbugs and they won't help you out!

This review is late in coming because the day after delivery (2/22) I had colon cancer surgery and face more cancer surgery on 4/28. The incorrect foundation mattress was delivered and I need this error to be handled soon. It might be a good idea to schedule pick up and redelivery of the correct size next week after my surgery. I will be needing this mattress/foundation for out of town family. Please contact me--Phyllis E. Haugh, 1228-H Archdale Dr., Charlotte, NC *******, *******501 to resolve this problem. Bradley Hoke was the salesperson. Thank you.

Outstanding service at Hackensack, New Jersey location (#*******), by Store Manager Robert D. Mr. D. was friendly, helpful and really informative as soon as I entered the store, and throughout my entire visit. This set me at ease and allowed me to make an informed decision without any pressure whatsoever. So, guess what? I walked out of there completely satisfied and looking forward to sleeping on my soon- to-be-delivered mattress! And now I can honestly say - I made the best choice for me - thanks to Mr. Robert D.!
Sylvia

Mattress firms motto talks about customer satisfaction and product quality. However, I have had the worst experience with both of them. The mattress that I got has a dip to the point that my husband has been having back problems and we are sleeping on the carpet. I called the warranty department for inspection. It turns out they rejected my claim for two tiny spots on the mattress which are not even close to where the mattress is dipping from. So much for paying $1,800 for a mattress that is now useless for us. Keep in mind we always have a mattress cover on it. Mattress firm is never getting my business again. Extremely disappointed!

We purchased a mattress last week. We had a terrible experience. They had ordered us only one half of the base we wanted and we didn't find out until it was delivered. We called Mattress Firm and they told us that it was going to be an extra $1,700 for the other half of the base. We had already spent a lot of money there but we really wanted the bed so we agreed to that. Then they come to deliver the new bed s few days later, it ends up being the wrong base all together ( we wanted a move able base that also has massage and underlights) so we call Mattress Firm and try to get it sorted out. They told us the wrong one was ordered and in order to fix it, it would be another $1,400. Not only that but they didn't tell us what type of bed frame we needed and we had to tear half of our bed frame apart to fit this new base and mattress. When explaining all this to Mattress Firm they told us there's nothing that they can do about it but to return the bed. They wouldn't fix their own mistake. We are truly dissatisfied with them. It was their mistake and they should of corrected the issue, even if it meant taking a loss of profit for them. They are unprofessional and we will never do business with them again.

Mattress shopping is usually NOT my idea of a pleasureable experience and I've certainly done enough of it over the years for myself and my family. Said E of the Wayne NJ store was an understanding and knowledgeable gentleman and made it stress free and really worked with us. He listened to my responses when helping us and used those answers to guide us. I was shopping with my special needs adult son for a new bed for him and such a venture can be long and trying on many levels. I was already on my 2nd store when I got to this one. (1st store's rep showed us 2 and said no need to look any further as those were the best 2 to choose from and then asked me "which was our choice and would I step over to his desk"-my choice was LEAVE! Really?! Basically he could not be bothered with helping us-guess we were just some $ toward his paycheck). Now here, Said took the time and had my son try many beds to determine which firmness and composition was most comfortable to him. Said explained in terms my son could grasp, which he seemed to prefer and then had him try all those with that firmness again and they settled on 2 that my son decided were his top pics. This took time and patience and this marvelous and kind man has an abundance of both for us. Said saw ability and not disability in my son and understood the ultimate choice needed to be correct. The hybrid mattress chosen was delivered and set up and my son is happy and comfortable in it. He's had a fantastic real nap on it already and it was only delivered this afternoon. I have no reason to believe this will not continue and I feel if any problem might occur, I can reach out and count on this representative to find an acceptable solution for us! J Thank you and this is now my go to store and rep... and I'm going back for an adjustable base shortly!

Mattress firm delivered the wrong mattress three times. The fourth had a manufacturing defect. I spent 5+ hours negotiating & corporate finally agreed to write a letter for a full refund instead of an exchange. They picked up my mattress THREE months ago & are refusing to give me my refund. So they have my bed and $630. I continue to call the customer service line & apparently this situation is above their capabilities so they cannot help me - but corporate doesn't respond either. So as of right now, I have no bed, am out $630 & at least 10+ hours of work I have a spent on the phone during the day. I wouldn't ever suggest giving them business.

My husband and I ordered a mattress on black Friday at this store and scheduled delivery for the next Wednesday. I received a call that they had arrived with the mattress and there was in fact no one in the driveway. They delivered the mattress to the wrong address. We contacted customer service and we were assured we would receive a call back about how we would fix the address in the system. We never received this follow up and had to call in again. We then had to drive two hours back to the store and re-finance to change the address they had incorrectly put into the system. While sitting there correcting the address Paul put in the wrong address again... Then after correcting it again we were assured the mattress would be delivered, a week later (clearly no rush since we were now sleeping on an air mattress for a week), Saturday 12/10. I sat there all Saturday morning and no one showed up. I called the store, found out the delivery had been scheduled for Monday without our knowledge(which we would have both been at work so no one would have been there to sign for the mattress) and so I asked to cancel the order due to frustration. The district manager (Tim) offered me a $100 discount which I took. The mattress was then delivered on Sunday 12/11. When unloading the mattress we took a good look at it and the box spring had 5 holes in it. We could not contact anyone that night so the next morning we called and received $50 plus $3 tax off of the box spring portion. When we received our bill the next month through Synchrony bank none of these discounts ($150) were reflected in the total. We have called them numerous times to get this issue resolved and have been told we would receive a call back about our issue. On all occasions we have never received a call back. Even the companies customer service has been no help and only directed us to the store's employees.

Store 152 051 Cockeysville, MD. EMILY MacCUBBIN, store manager, was extremely friendly, very professional, and displayed an intimate knowledge of mattresses, pillows snd support items. My wife and I were overwhelmed by Emily's personality and the manner in which she discussed the various mattresses on display. What was a browsing experience, ended in a purchase. We are excited about our purchase and would recommend Mattress Firm, this particular store and store manager. 1/21/2016 RJL

On Sunday August 27 (2016) we were looking for a full size mattress for my eight year old daughter, so we ended up at the Mattress Firm store at 349 Rand Road in Arlington Heights Illinois location after going from competitor to competitor.

Upon our arrival we met Tony a sales rep who assisted us in choosing the right mattress for her.

Tony spent time with us to explain the different types of mattresses.

Well to make a long story short we purchased our mattress with him but it wasn't all about the mattress it was how he patiently dealt with us - the service he and his manager provided that sold us from going any where else.

Thank you - sincerely a gratified customer - see you again soon!