Mattress FirmReviews 318

They say i have a ten year warranty, and it sags and my back hurts. Not even 3 years old and told me its not covered under warranty. They told me they would give me 30% off and thats all they can do. I paid $1300 dollars for this. I wont be buying another mattress from them

I bought a $3300.00 mattress at Mattress Firm in Nashville (Green Hills) - was told it would be a 2 week delivery, wait for delivery information the night prior to the October 27th delivery. Waited until 10pm CDT on 10/26/23, at 7am on the day of delivery no word from Mattress Firm. I couldn't call anyone except the local store until 10am. Was told there MUST HAVE BEEN A GLITCH. My mattress was not on the delivery truck, the store had not received any notification from the delivery people. And I have no mattress. I have canceled my order and will never buy a mattress from them again. PITIFUL

Mattress Firm does not honor their warranties! They do not replace your mattress. They give you a 'credit' and if prices have gone up- then you are out of luck or you have to pay even more! My mattress (Beautyrest) was covered under a 10 year warranty. It has only been 5 years and the matress sags more than 3 inches! There are huge lumps! Neither Simmons/Beautyrest nor Mattress Firm will honor the warranty. The 'credit' I was issued did not cover a mattress in the entire store!
Since I am having major surgery for kidney cancer I thought I was use the credit for a matress topper to be more comfortable. NOPE! Only good for a mattress! So basically- it is a coupon to get a new mattress yourself!
Shame on Mattress Firm!

I purchased a Hollywood bed frame from the online website because the retail stores do not carry frames with wheels. I went to the retail store at Creekside in NEW BRAUNFELS, Texas to purchase a new queen size mattress and box springs and to my surprise was told that they would not assemble the bed frame for me when they delivered the mattress and box springs because it had not been delivered by them but by a third (Fed EX) party. I had not completed the purchase so left the store. The frame was delivered the next day. I filed a request for a return of the frame and received a phone call from a customer service rep who told me they could not authorize a return because it was delivered by the third party. She further told me they could refer me to someone who would come and assemble the bed frame but I would have to pay an assembly fee. She told me I should have read the 129 purchase points that are on the Mattress Firm website. My suggestion to anyone looking for mattresses, b4ox springs or frames to beware of Mattress Firm because their policy is absolutely no returns. Now I have a $130.00 bed frame which I can't use. Guess I will take it to Goodwill. I did purchase another stores mattress, boxspring and frame and they fully assembled everything including installing my existing headboard and a complete haul off of all trash. I would have given a no star rating if the choice had been available. Anyone who wants to see proof of purchase and correspondence with Mattress Firm I will gladly furnish it and for Mattress my case number is or was ******* and you jus lost a customer who was going to purchase a $5500.00 bed for a $130.00 bed frame. That sounds like very good business decisions are made at your company.

We had ordered a top of the line mattress from Mattress Firm well over a month ago. Three different times we were told we're supposed to get a delivery on this or that given date, to this day over 30 days nothing, plus no communication after dates passed. Very very poor customer service. Very very poor communication and super poor stock inventory and delivery, I would go somewhere else to get a mattress, worst experience here ever with this company.

We bought a platform bed frame from Mattress Firm, as well as a mattress online. In fine print, their return policy states that all furniture sales are final, which I have never of! Granted, it is my fault for not carefully reading their return policy, but in this day and age, that policy is ridiculous. Read the fine print if buying from Mattress Firm.

My dad died a couple weeks after my folks had purchased a new King sized $8000 mattress from Mattress Firm online. My mom is disabled and we had to move her into assisted living after his death. We called Mattress Firm and they agreed to an exchange as part of their usual 100 night program. They came and took the King mattress back, and made arrangements to deliver a new Full Size plus an adjustable base to my mom in her new assisted living home.

First delivery date comes, the bed doesn't arrive. So my elderly, disabled mom at this point is sleeping on a mattress on the floor. I contact the online chat - since if you have online orders, they force you to use chat only - and they can't tell me why it didn't get delivered. I make sure they have the new address. They can't schedule a delivery date for 2 more weeks. Finally the new delivery date comes, and again, no mattress arrives. I contact the chat, they again can't tell me why, and when I suggest that we might rather have a refund and go to an in-person location, and they literally disconnect the chat. A new agent comes on and starts the whole opening dialogue again. I say hi, what happened to my other agent, I was in the middle of something? And then the new agent also disconnects the chat. We can't get anyone on the phone, and the chat appears to be useless. We submitted the "customer service forms" with the alleged 1 hour response time, and have not heard anything back.

I've had good experiences with brick-and-mortar Mattress Firm. But the online Mattress Firm experience has been absolutely terrible. Worse than terrible, and it makes me never want to patronize the brick-and-mortar store again. All we wanted was a bed for mom. Mattress Firm didn't have any problem coming and picking up the barely-used $8000 mattress but somehow delivering a new one to a grieving disabled woman is beyond their capabilities. Guess our next step is a chargeback to the credit card.

Don't buy from Mattress Firm! Yes they are nice folks when you are buying but not so much when you attempt to file a warranty claim. I bought my BeautyRest mattress ($2500) in December 2022 and it already has a big sag in the middle. Filed a warranty claim with all the required pictures and the response was it was a normal body impression! After 8 months?! Really? They make it difficult to file in the first place hoping you will go away. When you do provide the required pictures and info they immediatly reply with this bs. Save yourself a headache. Go somewhere else that has a quality product and stands behind it.

I am a repeat customer thanks to Mattress Firm staff members like Merrick. He directed me to the mattress I was looking for and took care of all of the details in order. I love my new Beauty Rest Black C-class cal-king. I experienced an issue after delivery of my new mattress and after speaking with Merrick, I was completely satisfied with the outcome of the issue. I highly recommend Mattress Firm for their quality products and amazing customer service. Thank you Merrick!

Don't buy a mattress from Mattress Firm. They only sell junk.

November 15th, 2022; I bought a mattress from the store manager, Darin Kociemba, at the Eden Prairie, MN location. It was supposed to be a good quality, firm mattress. It should have been as I paid $2,700.00.

Within a couple of months, the mattress was sagging in the middle
1 ½" to 2". I took and sent photos several times to try and return this defective mattress. They reluctantly gave me credit for the purchase price of $2,700.00. I gave them an additional $1,000.00 for what was supposed to be a better mattress in February 2023. Now I have invested $3,700.00.

After only 6 months the new mattress sags in the center just as badly as the first mattress and has no support in the center. It is like sleeping in a hammock. The new mattress is also junk. I am throwing it away and buying a different brand.

I'm finding numerous reviews nationwide where other people have had the same bad experience I have had.

Don't buy a mattress from Mattress Firm. The don't make any quality, long lasting mattresses…….only inferior junk!

Antwone at addison il store sold me a 12 inch plush sleepy bed n base by sealy for $2600 when I asked for an 8 inch sleepy plush bed n base just advertised on TV for 699 today! He said it was no longer sold there! Worst bed ever!

We bought the top of the line mattress and frame that move you into every position, that part is great. We've had our mattress changed out 2 times. The last one was over a year ago. I hate this mattress, we spent so much money on these split king mattress it's was over 10,000 dollars…. Now a year and a half later there's nothing we can do. I was in an auto accident and the sales rep insisted this would be the bed to go to, an adjustable bed with a mattress firm cooling gel all the bells and whistles. It was a lot of money, but I hurt so much to lay down. We have had these for 2 yrs my husband and I hate the mattress but I can't afford to replace them. These mattress a piece were 3500 so now we're stuck and I wake up every nite from the pain it gives me.

Took advantage of my 86 year old mother and sold her something that was not what she was laying in and agreed to. She asked "and I get this remote? " which was for a platform that raised the head and feet. Anthony said "yes". What's we got was a platform that only raised the head if the bed and has a remote on a wire. Not at all what we were told in the store. She came in to look at the Labor Day sale queen size mattress and free platform. They had NONE if these. Really leaves us thinking we had been deceived! Don't go there! One star for the delivery people who had no control over what was delivered.

I went to store w pictures of Mattress on sale tried what they had in store mason was very patient n I decided on the sale one on pic it looked like smooth top he agreed n was to be ultra plush when it came it was not very tight hard n tufted went to store spoke w mason he was very helpful took care of everything made my exchange n my new Mattress will be here soon if you need good advice n a helpful sales person go to mason

The 120 dmrmtry your purchase does not apply to all purchases, I want a refund but cannot get one we spent 4800.00 and are stuck with a product that was not what we wanted or agreed upon, purchase receipts keep changing on us HELP in very difficult to get

I bought it last 2020 but covid 19. Mattresss was bad soft like sinking inside. They did nothing to help. It waste my money!

Trying to return my purchase that was paid with cash and upon my return they want 20 for restocking the product and has to send me a check for my purchase. What the hell I pay with cash and with a return I have to wait 7-10 days to get a check. This is bull$#*!

Tempur pedic mattress not so great. Even the softest has caused some neck issues. Should have returned it but was too late when we finally called 'uncle'.
The delivery-installation men, for a white glove delivery, did not connect the devices meant to hold the 2 twin beds together. In fact, I was told it couldn't be done. Called customer service, albeit after several months of the beds splitting apart and moving. But after I went into the store to inquire, and was told I'd need to pay for the installers to come make it right.

Not happy. "If you'd have called us the next day.". Well, when the 'professional' installer that you, Mattress Firm, hires states it can't be done, one believes them. I finally dug through paperwork and found out it is supposed to be done.
Mattress Firm did tell me that they could tell me how to do it. I ha e the instructions, it's just too heavy for us. Very disappointed.