Mattress FirmReviews 318

The mattress delivered was 1.5 inches too narrow and 2.5 inches too short. I was told that sometimes mattresses shrink in storage. Why was I not told that when I purchased. I would have measured it before truck left. I don't believe this. What they are doing is selling you mattresses that are too small. Now, what do I do. If I send it back, I pay $99.99 dollars. If the second mattress is the same way, well. I am out of luck. I would be stuck with a short mattress. Having problems finding fitted sheets. Also having impossible problem finding furniture company that is ethical. Constant problems like this.

They're horrible customer service is poor charge for exchange and restocking fees
Mattress are cheap.

The Manager of the Sequim Store, where I live, asked me if I wanted to purchase Smooth Waterproof Mattress Protector for the Queen size mattress I purchased. She made out the complete sale. She was aware that I did not purchase a 14 inch mattress, yet sold me the cover which I did not receive until the next day when the bed was delivered. I called to tell her to tell her I wanted to return it and she said that accessories were not returnable. I said it does not fit properly. She said it was not returnable. She knowingly sold me an item that did not fit the mattress I purchased! The cost was $50.00. The issue is not the money. It is the intentional deceit. Do not purchase anything from this store.

I purchased a Beautyrest Mattress from Mattress Firm 2 years ago for my mother. My mother has been complaining about back pain for the last 6 months but had to find time to write the warranty claim. They don't make it easy either. In case you are wondering, we rotated the mattress every month and there is a 1.5 inch dip and either side and the edge of the bed is collapsed. This was easily seen in the photos, but what wasn't seen is the hole you feel when you sit. We finally got around to filing the warranty claim and today I found out it was denied due to a stain on the bed, which isn't anywhere near the hole/dips. They should be warranting the mattress based on functionality, not appearance. And the stain isn't even a bad one. Nonetheless, I am another customer that gets screwed out of a warranty that apparently a lot of people fail to get either. I will never shop mattress firm again and I will tell anyone I know the same.

I first metsales person David at Mattress Firm on Dallas Pkwy looking at queen Tempur-Probreeze medium hybrid mattress few days ago. He mentioned he could do sale on floor model at 45% discount...plus new "Ease" adjustable base at $499.00. The total before tax was $2973.45...have paperwork to prove and he wrote it! We were ready to put down payment first meet but said needed prescription for back issues for taxes...I had appointment with neurologist next day with script and met him in Addison with what he needed next day. He had other person come in and waited till finish. I proceeded to his desk to get this complete but taking way too long. He told me to come back tomorrow to Dallas Parkway location and would complete the transaction. Next day at 12ish David/salesperson called and said he could no longer honor our agreement on the cost. I spent 3 days dealing with this David salesperson and have in writing our agreement of cost...an actual sales order with delivery date! This Mattress firm franchise is a joke to deal with at Dallas Parkway and on Beltline in Addison! I asked to speak to owner/district manager but won't give number! Warning...need to AVOID THESE TWO MATTRESS FIRM STORES!

This was our second positive experience with Mattress Firm. The service was exemplary: friendly and not high pressure. Highly recommend the store in Cedar Rapids Iowa.

7 Days after buy called & reported, dip, well, in mattress,told wait 3 weeks :( 10 days after called again to report bigger wider dip, well, indention uncomfortable and don't want, told I would have pay for exchange What good is a 10 Yr mattress that doesn't last 7 days, Piece of crap! Poor craftsmanship, cheap resources.
Expensive lesson Purchased 2/17/23

I just wanted to stop by & leave a great review for my guy sterling knight who was nice & polite even though I made it before closing time he showed me & my lady everything & gave out good information about mattressFirm. I really appreciate the service & I definitely recommend going to see him for a good mattress!

Me and my wife we're in the market for a new mattress we checked all of the local mattress stores in our area and mattress firm has the best prices for roughly the same mattress the sales lady Monica was very knowledgeable and helpful with our purchase will be buying the next mattress from MATTRESS FIRM

Said they would deliver and set up bed. When delivery came they sId they would not set the bed up. We called the store and they be by on Saturday to set up the bed. Waited all day Saturday, No show.
Called the store and they said they would be out on Wednesday. Bottom line I had company coming on Tuesday. Had to set it up myself.8

We purchased our mattress at the end of May 2022 and by February 2023 the mattress had started to sag. I went back to the store where I had bought it and was told that I had to make my warranty claim online.
On the site I was given the opportunity of making the claim myself or having one of their reps come to the house to do an assessment at a cost of $80. Being on a fixed and fairly tight income, I decided to follow the directions shown on their website.
The process is impossible to do on your own - it took two sturdy guys who do this for a living and were huffing and puffing when they delivered it. For example, you need to be fairly competent taking detailed photographs, and you need a broom stick and a yard stick, a printer and the ability to move the mattress, take close up images of labels, take this incredibly heavy mattress off the bed so as you can photograph the box springs and then remove the box springs so as you can take photographs of the bed frame. They want all the legal 'do not remove tags' pictured as well as other identifying pictures of the type and brand of mattress.
How ridicules is that and with zero help or interest from support.
Their recommendation is, pay the $80 and we'll do it for you. But I don't have $80 to just do that and probably, having seen how this company functions, will no doubt give you some excuse why it's not covered.
Strongly, strongly recommend you check out other consumer reviews for Mattress Firm from various sites and not rely on the reviews on their own site.

I searched "memory foam" pillows on their website and ordered one of the top results. It turned out to be some other type of pillow. I was told I can't return brand new pillows?

Saeed at the Fairfax location was absolutely amazing! He listened to our needs and helped us pick out the perfect bed. He also gave us several discounts and free items. He will always have a client in use thank you Saeed!

Tony from the Waltham store was great. He was very knowledgeable about the products he was selling
He had a complete understanding of company policies and procedures.

You cannot even get a live person instead you have to submit an online claim that they deny anyway and if you want a person to come out and assess the situation you have to pay 79.99. My mattress is sagging and useless and and they still denied claim without even providing a reason and offered a little 20 percent coupon. This is a horrible company and they lost a customer for life. I will be going with the bed in a box or another company anything other than this company.

We bought (an expensive, highly-rated) mattress at Mattress Firm 6 years ago and it already has several deep sunken spots.

I realize that sometimes things happen even to the best products, which is why there is a warrantee. Apparently Mattress Firm does not agree.

After going through a very laborious process to submit our request to have the mattress replaced, we were told that was out of the question, since our bed frame has only 4 slats instead of 5. Keep in mind that this is despite the fact that the mattress was resting on a box spring -- which is still in perfect condition!

Guess we'll be buying our replacement mattress someplace else.

I bought $11k worth of product from their Wall NJ store. The store Manager (Uldis) said I had 4 months to return ANY product. Of course this has not turned out to be the case when I wanted to return unused pillows. The District Manager (Santos) hid behind corporate policy and was arrogant beyond belief. I can see why Mattress Firm has such poor reviews on this site. Buyer Beware.

MATTRESS SAGGING WARRANTY CUSTOMER SERVICE IS USLESS NOT COVERING MATTRESS SAGGING AFTER 3 YEARS OLD WILL NEVER BUY FROM THEM AGAIN THERE WARRANTY MEANS NOTHING WANTS TO CHARGE ME 99 FOR INSPECTOR TO COME OUT. NOT HAPPENING!WHY SHOULD I HAVE YO PAY SOMEONE YO VOME OUT TO INSPECT MY MATRESS THAT IS SAGGING. YOUR COMPANY SHOULD BACK THEIR PRODUCT UP. ALSO IF CLAIM WAS APPROVED YOU DONT DISPOSE OF DEFECTIVE MATRESS REALLY. HOW CAN YOU DENY A CLAIM FOR A MATTRESS THROUGH PHOTOS THIS IS BULL$#*! I WILL NEVER BUY FROM THESE PEOPLE AGAIN. ALL YOU SENT ME WAS A 20 PERCENT OFF COUPON. NOPE DONT WANT IT THIS IS NOT NORMAL WEAR WITH A MATTRESS IT SAGGING ON THE SIDE OF THE MATTRESS NOT IN THE MIDDLE ON THE SIDE I BOUGHT A CHEAPER MATTTRESS YEARS AGO AND IT NEVER SAGGED WORST COMPANY ILL GO SOMEWHERE ELSE NEXT TIME IM CALLING THE NEWS STATION AND MAKONG SURE EVERYONE IS WARNED TO NOT BUY FROM MATTRESS FIRM AGAIN!

We bought this mattress 6 months ago for what I consider a lot of money for someone like me, elderly and on a fixed income. The mattress is sagging terribly. I called the store I bought it at and they told me I can only put in for a warranty claim online and gave me the webage address.
Now I have 2 choices, I can do the claim myself, or have a rep come to examine the mattress for $89!.
I chose to do it myself and started answering the questions to put it in motion. The process is totally ridiculous to do. You have to take a plethora of pictures which requires you to actually remove the mattress from the bed to take an unobscured full picture of the box spring. If that is not enough, they then want you to remove the box spring to take a picture of the bed frame. They want all the legal do not remove tags pictures as well as other identifying pictures of they type and brand of mattress. Well The mattress is unbelievably heavy and at my age I am totally unable to lift it, never mind remove it. The box spring will be the same.
They rope you into PAYING for someone to come out and do these things for you for a mere $89 to verify their product is terrible and faulty. On a fixed income I do NOT have an extra dollar after my SS check comes, it hardly pays the bills. Now I am stuck with my back pain, degenerative disc disease because the mattress is totally uncomfortable and I wake up in more pain now than with my 20 year old mattress I had before.
If you go to their site they falsely claim they have almost a 9.0 rating. If you want to verify that check that out the look at any other review site. This site gives them near a 1 star rating
I will NEVER buy anything from them again.

Stay as far away from this company as you possibly can. They will price gouge you. At every turn. Save your money and order the same mattresses at Home Depot, for half the price, they also have a $#*!ty return/exchange policy. Run as far away as you can from these crooks. This is a professional and honest review of Mattress Firm