Mattress FirmReviews 318

We went into the Mattress Firm store in NC recently and were so much more than disappointed. The first mattress we got (which was not inexpensive) was terrible. We went past the store one week later to tell the salesman Will that we were unhappy and he pretty much ignored us until I went over his head. There was another man in the store that afternoon that had also purchased the same mattress as we had just a few weeks before. He was also very unhappy with the mattress. Will said he would get back to us, but then never did. When I called his manager (who had just been transferred to the Shelby store) then I was told I could go back in and choose something else. So I went back in and had to deal with Will again, so arrogant, so curt and so rude, like he's doing you a favor just to speak with us. What we thought we wanted was going to be 12K more than the $3400 already spent, so we started over again, still spending another $3700. This day is the day that Will asked about the original mattress, telling us they had a good number of those returned so he just wondered why. Really, I don't understand if there had been that many complaints, why was I even encouraged to buy that one?

What really bothered me was I had to pay for a second warranty, a restocking fee, a second delivery, even though there was no set up as the box spring and frame were already there, still another "set-up" fee.

I tried to contact Mattress Firm by phone, but was directed to submit my concern via email. That was done on 6/20/21, I received back a copy of my receipt and nothing else. No response, even though it says we normally resolve our customer concerns within 24 hours. I was not contacted, by phone or given an opportunity to tell someone what I was unhappy about.

I would NEVER, EVER recommend Mattress Firm to anyone for any reason.

I ordered a mattress on June 2nd and shortly canceled the order. The delivered the mattress anyway. The order was returned on June 18th.

They still have not refunded the order. I have made several attempts to reach out but only have been informed that a message was sent to the accounting office. So they are either extremely slow in refunding the order or it is essentially theft.

We bought a $14,000 mattress set from based on a lie that if we did not like it we could return it for a refund or a new bed. Well we opted for the refund and they did not dive a refund and said that we should of rad the paperwork. This happened at the Covington Washington Store. The sales guys name was Collin. He is a liar and a cheat and will be a recipient if a lawsuit next week. Stay away from these people! This is a horablevand dish or able business.

The delivery men were right on time, they were very polite and professional. I would definitely give Alex 10 stars

I am very sorry I chose Mattress Firm! From start to finish the service has been lousy! The first person I was dealing with seemed upset with me because of my questions. I went back because when I was reading the paperwork about the adjustable base I noticed that for my base it said headboard brackets optional. I was Never told there could be a head board! When I went back the next person said well you never asked about it. My response was how can I ask about something I never knew existed. So after more confusion and poor service I ordered the headboard and was told when I got that to call and they would sent out the brackets and put everything together. Well the brackets were the wrong ones and now I am waiting for another call back to have the correct ones to be delivered. I have spent a lot of money at this store and am still being charged for a second delivery and service. I have no idea who I can even call at a corporate office. So good luck to the next person I would go to Cardies they at least have nice people that don't make you feel like you are putting them out

Hello Karen from Indiana here. I called the 800 number because the website wasn't working correctly and would not let me finish the purchase of a king size matress and free adjustable base. I spoke with Michael O'Mealey, wow what an employee he is! I can't say good enough things about him and how pleasant and knowledgable he was during the purchase. You better take care of this Associate because he was so awesome!

Purchased a Beautyrest, $1,000. After two weeks both sides were sagging. Mattress Firm will not discuss until you have slept on it 21 days. Now, 21 days and sagging even more. To return it is a 20% restocking fee (guess they are going to pawn it off on someone else) and a $99 fee. To exchange it is a 10% restocking fee and a $99 fee. This is obviously a defective mattress. Customer service was rude and offered no help other than to file a warranty claim. To do so... take a picture of every tag (about 6 of them) take a picture of the mattress. Lay something long across the mattress, print out some paper measuring device to prove it sags more than 1 1/2 inch (they will not honor a warranty until it sags this much) take more photos. Remove the mattress from the frame and take a picture of the frame. Upload all into your warranty claim and they will review and get back to you within 30 days. They do not stand behind the merchandise they sell and I don't feel I should be financially penalized for a defective product.

I bought a Serta online from Mattress Firm. Was on sale with discounts. A great deal! But after 2/years, the Serta mattress has collapsed (as in sinks in where we sleep). I filled a warranty claim and Mattress Firm agreed. So Mattress Firm gave me a store credit for the discounted price of the mattress with no options to physically replace the mattress. I need a mattress, not a store credit. Note that the sale price I bought it for will not cover the purchase of a new one (big exclusions stating that the credit cert could not be used on any sale or discounted items, so I cannot get the same deal I had before... I will need to pay up and pay the list price for my replacement). Yes, they got me. So bottom line, I cannot recommend Serta nor Mattress Firm. Order from any other manufacturer online. Or Amazon who holds true to their warranty. Just my experience and opinion.

Dealt with rude sales people at the store. Went online and bought the mattress. It was set to be delivered. Took off work to be able to accept the delivery and the day came and no delivery. Went online and it showed it was delivered. We called the customer service who told us the mattress was on backorder and would not be there for another month. Set up the delivery window for 3-5 pm. Get a call at 11 that they are 20 minutes away. We rush to get home. An hour and a half they arrive.

We are now trying to exchange for a more expensive mattress after getting a horrible deal on our current one. We are told it I'll cost 350 charge.

I ordered a couple of town mattresses online as I needed them asap for my visitor for the weekend, pleased online order and the delivery was scheduled the second day, the day prior to the scheduled delivery date I received a phone call confirming that the delivery was set up between 4:30 to 0630. So on the day I was waiting until 6:00 pm since no one showed up i called the customer service to find out, unfortunately customer service phone number was not connecting to a live agent, hence i called the local shop, the guy i spoke was helpful and he connected me with someone who could see what went wrong, I was so frustrated with what I heard, the mattresses I ordered were out of stock, and it would take two weeks to get them, so i asked why no one told me this until i called them, she said it happens with online orders, can't believe this at all, poor communication, misleading customers at its best. Do not ever shop online with Mattress firm.

Our sales person was very nice but wouldn't offer us a coupon which I later found on line or wouldn't negotiate price. He even charged $49.99 for a mattress pad c9ver which I could've gotten anywhere for $20 plus over $100 for delivery which took all of 10 minutes. I will never recommend this place. Overpriced it was June 25 th at the Hamilton marketplace store in Hamilton new jersey

I purchased two pillows at a high cost, which were mailed separately and one is unopened. The merchant now informs me that it does not accept returns. This is the language that means no returns, which I did not see and feel it is deceptive: "Please note that our 120 Night Sleep Trial is not valid on clearance merchandise, floor models, pillows, mattress protectors, adjustable bases, furniture or other accessories". Multiple communications with the customer service support first said returns cannot be accepted for sanitary reasons. One pillow was still in original unopened carton. I would like a refund which was denied, and would return the pillows to the local store, which I didn't know about until this communication. Bed, Bath and Beyond does accept returns of opened pillows. That's a safe place to purchase pillows.

They are really good at misleading people on the sales. I bought a mattress for 2000 dollars. Bed came and after first night I felt a lower back pain. Mattress had an indentation in the middle. I have never experience back pain not even with the old mattress they took with them. Do not waste your money in a company of robbers and thieves.

I bought a full size extra firm mattress from Mattress Firm approximately 3 years ago. The mattress dips where my butt good and then it dips where my shoulders are. I'm 5'7 and weight approximately 190 to 200lbs. I'm the only one that's slept on it. It's in a van on a very steady platform. I've sent approximately 10 pics to mattress firm, but they say they can't warranty it. I showed the dips are well over one inch. Buyer beware.

I mistakenly ordered the wrong mattress and cancelled my order. I have waited weeks to get my original refund so have therefore taken my business elsewhere. Customer service is handled via chat and is not customer focused. I have been unable to chat with a supervisor. Beware of this company if you are in need of a refund. I am beyond frustrated. I don't believe they care about their customers after the sale…. I selected one star because you have to select at least one to submit a review!

Expensive but not comfortable. The mattress is not what we expected. Although we tested it in the store and it was delivered on time, the mattress has not performed well. We wake up every morning with lower back pain. We first attributed it to adjusting to a new mattress. We have rotated the mattress and it still hasn't helped. I know we are 6 months past the trial date and cannot return it, but I would not get a foam mattress again. Give me an old spring mattress for support and comfort.

Horrible experience My husband Purchase a temper Pedic mattress hybrid medium firm is like we are sleeping on piece foam not a mattress it gets really hot at night plus it sinks where me and my husband sleep mattress firm said they can't help us temper Pedic said they can't help know we stuck with a mattress that we pay every month the cost of this mattress was almost 4000 in pain every day because we dint bring the mattress back in a 120 days what is going on in this country. Right know we are sleeping /): floor Don't but in Mattress Firm they don't help.

Their mattresses do not withstand the test of true time and their warranties are limited we bought a mattress 3 years ago and it's sagging. Submitted claim states it's within standard. I disagree but they have lost a customer. I will never buy their mattress again Or any brand from them again. So disappointed have been a customer for years.