We went to Mattress Firm to buy a mattress and adjustable base, The salesman Zach was great! We picked out the set we wanted after being there for some time. One base was $300 less than the other since they were running a promotional, but we did not think it was as smooth as the other so we picked the more expensive option. We were told they would come install and test everything before they left our house.
When they came to deliver the set they installed the base and my wife noticed a 14" cut in it. It looked like someone had got it with a razor knife. She called the store, of course Zach was not there so she had to talk to a guy named Eddie, Eddie acted like it was no big deal, he offered her $100 to just keep it, but when you pay almost $4,000 for something you want it nice. We said, no we want it replaced. Of course it could not happen that day so they finished installing and left. When I got home, only the foot section of the bed worked, the head section did nothing.(so much for making sure everything worked before they left) Unfortunately I was at the DR while it was being installed where he informed me I had Covid(I thought we were thru with all of that) when I got home I got hold of Zach who had no idea any of this had happened, however since I had Covid they could not come back and fix anything until I was no longer contagious. Of course this meant we had a bed that only 1/2 of was working for 10 days...
Once I was better we made arrangements to get the bases changed out. The workers came and changed it out, this time they tested everything and they left. I got home later and the first thing I noticed was that it was a different remote, in fact it was the remote from the one we did not like that at the time was $300 less. I called Zach, he said he would check it out and call me back which he did. Yes, they are out of the bases we bought, they are on backorder so we just sent this one without notifying you! It is only $50 less(but again was $300 less at the time of purchase) so we will credit you $50.
We have been lied to and taken advantage of! I would never go to Mattress Firm if I was you! This is not the base we picked out, nor is it the base we want!

Mattress Firm can not be trusted! How can you just decide to give the customer a different cheaper product and assume it will be ok?!?!?! What a joke they are!

Unfortunately I can't even give this company one star. We have been treated so poorly, and I'm regretting the day I ever stepped foot in their store. We were in the market for a new mattress. I explained to our sales agent that I was a hot sleeper due hot flashes. The sales guy talked us into the
Sealy Posturepedic hybrid, memory foam mattress. I expressed my concerns of being hot, he reassured us that this mattress was not hot at all, and that we had 120 days try it out. If we weren't satisfied we could exchange it. At this point it was getting close to closing time so we felt we were being rushed out the door. We were trying to set up for delivery but could never get a day nailed down. We were told we could pick it up at the warehouse. He called the warehouse to let the manager know we were on our way right now. When we got to the warehouse everything was locked up and not a person in sight nowhere. They knew we were on our way and literally left early when the warehouse wasn't even closing time. This upset me really bad because everyone involved knew we had nothing to sleep on at all. Time was of the essence. We called back to the store they had to set up a delivery date which put us at the end of rotation. When the guys made their delivery they were late, like really late. I brush off just grateful to finally have something to sleep on. I noticed right away this mattress was hot regardless of what we were told so I wanted to take advantage of changing it out. We went back to the store to talk about options, and was basically talked out of exchanging it at this time. We were told "to give it some more time, we would eventually love it". We gave it a little more time me still waking up hot every morning. I decided we had to exchange it. We went to another store to do the exchange. Paid cash for the first purchase as well as the upgrade. Once the guys brought the newer mattress they refused to leave it with us because we didn't have the tag on the mattress. No one told us we had to leave the tags on the mattress for the 120 days of trying it out. None of our interactions with any of the people we spoke with ever mentioned keeping the tags on the mattress not even once. So we called back again desperately trying to find anyone that could help us or that was at least willing to try. We were basically talked to like dogs saying they couldn't take the mattress back without the tags because they wasn't sure if we picked it up off the side of the road. Come on now! They know we bought the mattress new from them just a few weeks prior. We had all the paperwork, I mean everything but the tag that was on the mattress. Who leaves a long tag on the mattress anyways. Not once were we told to leave the tags on. Who buys clothes and wears them with the tag still attached? No one. So basically were stuck with this mattress and I wake up all during the night and every morning burning up all based off a lie that was told to us by our sales guy. Please, whatever you do, don't make the same mistakes we made. I will tell everyone how horrible we were treated. They don't care or want to help their customers all they want is your money. It's sad and I will never recommend this horrible company to anyone.

PLEASE DONT WASTE YOUR TIME OR YOUR MONEY!

I had a decent experience purchasing my mattress at this location. However, the entire COMPANY is so SHADY. Less than a year ago I decided to purchase a mattress with the help of one of the In-Store Representatives. Hence, we paid over 4k for a product that would fit best for us. When the mattress arrived we realized it WASN'T as COMFORTABLE as the one we laid on at store, Hence we contacted customer services and was told we needed to break into the new mattress. After a few months the mattress felt more comfortable, but not as quiet as we wanted it. Consequently, we thought we needed more than 120 days to break into our new mattress; More importantly, we can submit a warranty claim if we didn't like the mattress after the 120 trial period. This was one of the WORST MISTAKES we've ever made. The mattress started to SAG after the 4TH MONTH, we started to have EXTREME BACK PAIN, & RESTLESS SLEEP. We've been at our worst since then.

You'll think the warranty claim process would be an easy procedure, but NO! Luckily for us our mattress is defective, but if your mattress is DESTROYING YOUR BACK, AFFECTING your SLEEP PATTERNS or is UNCOMFORTABLE, the warranty claim WOULDN'T BE GRANTED. Moreover, We had to jump through hoops just to get a warranty claim approved, and finally after a few weeks of acting accordingly we received our approval letter.

This Warranty Claim Approval letter states they'll only give a store credit for the defective product. NO REFUNDS! My mattress has been financed, and If i decide to buy a mattress that cost less than the value of the defective product, then REMAINING CREDIT CANNOT be used to PAY DOWN the FINANCING. Which means I'll be over 4k in debt, but laying on a mattress that cost me about 2k worth of store credit & LOSE the remaining CREDIT or I can use the rest to purchase random accessories.

This company is so SHADY, they are 100% using DECEPTION to make sales, and they rather jump through then give a refund.

The company needs to be more explicit about their warranty claims. Why can't we as a customer be informed prior to purchasing their product or at least before the 120 trial period ends that you'll only be granted an in store credit if a warranty claim is submitted and approved. NOT when I submit my claim and it get approved that I'm informed about NO REFUNDS, ONLY IN-STORE CREDIT, in-store credit is NON-TRANSFERABLE, ONLY 1 EXCHANGE is allowed, and if the next mattress is defective i'll have to go through another warranty claim and pay another $99.99 DELIVERY FEE and another 10% RESTOCK FEE. All this information should be disclosed to the customer prior to purchasing their products!

Now I'm a consumer who is stuck with a BACK BREAKING mattress with NO REFUNDS and a 4K DEBT on a credit card or I can make the decision to exchange my defective mattress to ANOTHER BACK BREAKING mattress and use my remaining credit to PURCHASE UNNECESSARY ACCESSORIES that will be thrown into a closet and forgotten.

I still need to make a decision, but if this was a perfect world my CHOICE would be receiving a FULL REFUND instead of dealing with Mattress Firm Customer Service EVER AGAIN!

PLEASE DONT WASTE YOUR TIME OR YOUR MONEY!

I scheduled autopay by my bank and started getting late fees. My bank statement and online bank account clearly showed I paid earlier than Matress Firm due dates. After hours of automated voice machine runarounds and dead end chats, I finally got a number to contact an agent. They had the same faulty late payment records. I asked them to please help investigate so this can be remedied and doesn't happen in the future. I ASKED THEM TO CONFERENCE IN WELLS FARGO WITH ME TO DETERMINE THE DISCREPENCY AND THEY FLAT OUT REFUSED. Two "late payments" as since it was an automated payment that had been successfully working for 6+ months I didnt catch late issue until I was dinged twice. So $58 for an illigitimate late fee created a second late fee until I caught it. I WILL NOT DO BUSINESS WITH THEM AGAIN EVER. So finally to make sure it doesnt happen in the future again I paid their Predatory loan off in full...read update below:

UPDATE: After calling with intent to fully pay off loan, I bumped into a more helpful and reasonable agent who corrected\ credited late fee. My autopay was set for the 8th of each month for a payment due on the 12th. Apparently it was six monthhs until I got caught up in Columbus day holiday following a weekend that caused the stir. Despite my bank statemet stating a payment date of the 12th further digging with my bank indicated they actually issued the payment on Oct 11th but it took til the 13th (1day late) for matress firm synchrony to process the payment. Moral of the story...SCHEDULE YOUR PAYMENTS A FULL WEEK AHEAD OF DUE DATE TO AVOID POSSIBILITY OF HOLIDAY\ WEEKEND INDUCED LATE FEES. It is extremely frustrating, unpleasant and extremely time consuming to deal with something like this but they did finally rectify the situation.

Bought innerspring mattress (50% off) late Dec. 2021. Scheduled for delivery Jan. 9. Waited all day. No delivery. Phoned store the next morning; told they tried to deliver but no one was there to let them in -- though I was home and waiting all day. Rescheduled delivery BUT WAS TOLD the mattress I purchased was damaged in transit to my home and they had to return it to the warehouse. WAIT - didn't you tell me they tried to deliver it but no one was home to let them in?! Another call: store staff said it would take too long to get the mattress I'd purchased, BUT they'd substitute and deliver at no extra cost a more expensive (?) higher quality Sleepy's mattress -- which I didn't know until they delivered that it was a bed in a box. It was OK for the first few months but then mattress dipped in the middle and "trapped" me so I had to wake up and sit up just to roll over in the night. It's now 6 months old and I can't stand up straight for hours after getting out of bed, and my back pain is excruciating. I can return it, get a credit for less than I paid, and pick out another mattress. I found one I thought would be OK, but would need to pay another $375. Phoned the next day and asked the salesperson for a brochure of print-out with all specifications, including how many coils, how much padding, etc. Was told if I wanted to know anything, I'd have to go online and find that info there -- "we don't have anything we can give you with any mattress specifications." Now, it's a 7-month old mattress that I literally can't sleep on. But if I think it should be covered by 10-year warranty, guess again: told that I (customer) can pay $79 for a third-party to come and measure, to see if the center "dip" is more than 1.5". Problem is center dip/DEFECT is only when I'm
[trapped] IN the bed and can't roll over. So: buyer beware. I'm a 77-yr-old retiree with no bed to sleep in and no more money to shell out to Mattress Firm! Wish Consumer Protection Agency would investigate -- and get my money back in full. I had NO health problems at all, and now I need physical therapy -- at out of pocket cost of $40 per session, which I can't afford. DO NOT EVER, EVER, EVEN WALK IN THE DOOR OF MATTRESS FIRM. IF YOU DO, YOU'LL REGRET IT. TERRIBLE MATTRESS, VIRTUALLY NO CUSTOMER SERVICE, AND CERTAINLY NO CUSTOMER SATISFACTION. (And this would be a 0 or 1-star review, but "overall rating" would only let me give it 2 stars)

Two months after a forced $1,600 online purchase, I still have not received my refund or talked to a human! While the purchase was initiated on March 9th, I first contacted Mattress Firm to cancel the order the following day on March 10,2022; on March 12th after receiving an e-mail asking about my Mattress Firm experience, and on March 14,2022, when I contacted my bank to officially file a dispute claim. It was not until after filing my claim with my bank on March 14th, that I received a tracking number email on March 16th from Mattress Firm with a tracking number from Fed Ex saying that my mattress was shipped and on its way. I filed for a return on March 17,2022, before even receiving the mattress. After leaving a negative review, I was contacted by Mattress Firm Corporate the same day and was told that I could return the mattress for a fee of $99.99 and was offered a credit to keep the mattress. I decided to give the mattress a try, and the mattress was a complete piece of junk.

I tried multiple times to coordinate an exchange of the mattress and was told that I could not be given a credit to use in-store, and that I had to purchase the replacement mattress online with website prices, which was a direct contradiction of what I was told by physical store employees. So, it was either pay the online price for a replacement or return the mattress with a higher restocking fee of 20%, as opposed to a 10% restocking fee for an exchange. The mattress was finally picked up by Mattress Firm on May 13, 2022.The refund policy says that refunds will be credited in 5-10 business days. In my first contact post return, I was told by Mattress Firm that a credit would be placed on my CREDIT CARD by 5/27/22. I gave Mattress Firm more time due to the holiday and contacted them again on 5/31/22 and was then told that a CHECK had been mailed out to me, to be received by 6/1/22. HUH? Still no refund!

On the 8th I bought a mattress. On the 12th the was a sale on it for 130 dollars less. I request (since we can't reach over the phone) for the 120 day price match. On the 16th I reached out to the local store and to the online chat rep and they both said that they could not help. This was a sale by Mattress Firm on the 12th and they had no evidence that it ever happened. I asked for a manager to reach out to me and she said the same. "If it is a Flash Sale or a Daily Sale we have no idea on the next day what the sale was about or what prices and discounts were offered". I find it difficult to believe that Mattress Firm does not have a record of all sales and transactions and that not one of their employees can retrieve this information. It seems that it is a super secret sale that not even their employees know about.(?) The online manager also forwarded me an email that was allegedly sent on the 12th at 8:53 pm

"Hello Victor,

Thank you for reaching out to us. We received your request for a price match. Please let us know how we may assist you.

Thank you,"

I never received this email, not in my inbox, not in my spam and not in my trash... this email was never received. As you can see from their response they were aware of my request. What additional information did they need? I expressed what my concern was in the original request form, i supplied the order number (as requested), my phone number and my email address. What additional information did they need. THey just had to issue the credit.
They did not even look into the matter. They let the "secret" sale disappear from their records and put the responsibility on me to reach out to them again. However, as I stated before, this email never came through. A phone call would have been appreciated. But this would have meant that they would have had to give me the credit for the difference. Emailing or calling them the next working day would have not made a difference because the secret sale would have not in their records anymore.

Finally, I was told that if I wanted the credit I should have taken a screen shot of "their" website with the sale price as they have no idea what sales Mattress Firm generates nor do they have the ability to research the sales that Mattress Firm advertises on a daily basis.

This confused me, Mattress Firm does not tell their employees what sales are advertise?

Sincerely confused and disappointed customer. ​

Mattress Firm has the absolute worst customer service that you could possibly imagine. STAY FAR AWAY FROM THESE PEOPLE!

I ordered a BOXED mattress on April 10th and their website, along with my order email says "Estimated Delivery: Arrives in 5-7 business days." We order a new frame, we order new sheets, etc. for the new bed.

Five days later, April 15th, and I haven't received any shipping notifications. Mattress Firm ALSO doesn't offer any phone-related correspondence for their paid customers. If you call the number, there's an automated response that makes you go online and do a live chat or submit a form. Once the message is done, it automatically hangs up.

I start a live chat and the person couldn't possibly be more useless. No information except what I already have from the order confirmation email... I submit feedback, request a phone call, and nobody calls me (of course).

The next day, April 16th, I submit an online form and I get an email from another customer service person who says:

"Your item will be shipped directly from the vendor within (5-7 business days) from your order date (04/10/21). Once the item ships, you will receive an email with the tracking number."

I email them back, twice, and they don't respond to either messages. If someone can realistically tell me why a BOXED MATTRESS takes over 6 days to ship, please feel free to let me know. It's in a box, you put it on the truck, and you ship it. At this point I just want to cancel my order... I've had enough and I don't want to do business with people who treat their customers like this.

I start a live chat with ANOTHER person and they tell me that my mattress is out for delivery. They even give me a tracking number. I look it up and it's the wrong tracking information for a different order that was placed ON THE OTHER SIDE OF THE COUNTRY.

This is not only outrageous, but completely UNBELIEVABLE! HOW DOES A COMPANY DO BUSINESS LIKE THIS?

They tell me "sorry" and give me another tracking number. This one was generated TODAY and it only says "LABEL CREATED: Shipment information sent to FedEx"

At this point I'm furiously frustrated and simply want to cancel my order. The live chat person says that the refund process takes 7-14 business days... of course it takes two weeks, because why wouldn't it?

I ask to be connected to a manager. Thankfully they call me within a short period of time, but they say the exact same thing as the the live chat person. Basically they're not able to help me, they "can't" cancel my order right now because it's "been shipped" (even though it hasn't... the label was just created) and now they're forcing me to wait a week or two for the refund.

Once again, I can't call the company because they don't have that option, the live chat people are useless, the managers are useless, they can't cancel my order, and I can't get my money back in a timely manner.

What other options do I have? File web complaints? Federal regulatory complaints? Why is this even a thing? Why can companies just treat their customers like dirt and continuously get away with it? They shove their advertising down our throats and trick people into thinking they're a good and reputable company... YOU CAN'T EVEN CALL CUSTOMER SERVICE!

STAY FAR AWAY FROM MATTRESS FIRM FOR YOUR OWN GOOD!

My son is a new 1st time home buyer & a part of his new chapter of his life is getting the pieces in place to set him up including bedding. We had already decided on a "regular" mattress from a big box store when my sons went into the Mattress Firm store #*******. His sales rep Kurt made an entire presentation that not only sold my son but me too as neither of us realized the differences in our sleep situations! All of the financing & delivery options were set in motion & we were stoked! Then, we weren't. It started with my delivery to my home & the base of chosen the Ergo smartbase not being able to fit thru my staircase (as if explained to Kurt during the sale was an issue I had 3 years ago) so my delivery was botched although was somewhat recovered by Willie bringing a platinum base for a future delivery of the base one step down from the ergo. Apparently with all of the sales pitch given it was not noted that the smart base does not come in two pieces but one solid one. My son's base, the Ease 3.0, stopped working after one day. He attempted to troubleshoot the issue with customer service a few times then was told to contact the store. Spoke with our original sales rep Kurt who advised will have a replacement sent out. An appointment was set for today 2/19/21. Over the course of this week we received updates to the wrong address, called & confirmed the actual delivery address & was assured it was going to 812 w 9th NOT 409 Hillcrest. Truck comes to 409. I work from home 10-11 hours a day 6 days a week therefore I cannot allocate the time it takes to redirect deliveries and the miscommunication of the Mattress Firm staff. It jeopardizes the job I actually am assigned & employed to do. After a brief & uncaring conversation with the delivery people that came to my home office we Placed a conference call to the store and spoke with Terence the store manager at the Wilmington DE location store #******* took the info shortly determined another truck was on its way. Obviously we are both very upset & stressed. We were looking for this to be resolved once & for all with Terrence who then became extremely unprofessional and inconsiderate lacking empathy telling us to have a nice day & then hung up without an apology or assurance. The delivery personnel that did finally left my son's front door wide open while they delivered his base to his 3rd floor which caused his 8 month old puppy to run out. He had to chase her 6 blocks in his slippers in the snow & ice because of their negligence. Once he returned with her he found that his footboard & railings had been removed & cast aside without being properly put back in place. When we first made the decision to make this very large expensive purchase we didn't even think about the cost as we were completely sold on the experience & excited really really excited to begin this awesome new journey to better sleep! It was supposed to be stress relieving and invigorating. This experience has been anything but. Also since my base was downgraded I have YET to receive the reflection on the difference in my financing which is affecting my credit report and rating. I can promise this; I will NEVER purchase or recommend Mattress Firm to anyone and write this experience to all who care to read about it. As of today Saturday March 6,2021 the adjustable base has stopped working a second time within a month and the store now refuses to help or exchange it for a better model as previously promised by Kurt & Willie.

Please what ever you do **AVOID** Mattress Firm on NorthPark Drive in Kingwood!

My inlaws moved here from upstate and are senior citizens. They purchased a box spring the end of January to have delivered Febuary 7th.
As my inlaws watched on their balcony, the driver pull up the the parking lot gate, sat there for 20 minutes and then drove off. Not making any attempt to go to the front entrance of the building to make the delivery.

After calling the main office of Mattress firm and informing them of what the driver had just done, the office REFUSED to have the driver return back and drop off the box spring.

We decided to go to the store itself and speak with the manager, well that was a waste of time. The gentlemen working states he was the "ACTING" manager and has only been employed for 7 months. He refused to assist with having the driver return back, he also stated that my mother in-law would have to wait till Monday to have it redelivered, and also wanted to charge her ANOTHER $100 to have a time frame window and after all of that he said she would not be ahead of anyone she would be what is available.

After all of that, my mother in-law decided to cancel the order, requested for a email or proof that the order was canceled. "STEVE" said she would have to wait til the truck comes back to the store so they can be sure the inventory shows that she did not receive it, even though the drive called the store and said it was undeliverable.

The icing on the cake is the refund will not be applied back to her account until 7-15 business days!

Once we left, I took her to another place and got her a box spring at BIG LOTS for $100 and was able to have it delivered the same night. SHEWAS ABLE TO HAVE A GOODNIGHT SLEEP SINCE MOVING TO TEXAS!

So a fair warning to anyone wanting to do business with them! They are ruthless! Take your money somewhere else!