Mattress Firm

Mattress criminals still exist. This outfit advertised a Queen mattress for a Black Friday door buster price of $89.99. I came in and was greeted and asked how they could help me. I stated I was there to buy the $89 mattress they've been advertising on the radio.
Oh! The Door Buster?
Yep that's the one. She takes me back to the wall where there's a sign stuck on a mattress for a Queen for $159.
I asked if that's the one on sale?
Oh yes.
Do you have one in the back?
Let me go look. She comes back and tells me no but I can buy that one that's on display. Let's go write it up. It's a twin.
Uh I came here to buy a queen. The ads are for a queen. I asked for a queen. The sign says it's a queen. Why would you think I would take a smaller mattress for the same price when I came here for the sale on a queen?
She nicely offered to get one shipped in with free delivery within 48 hours.
Oh, That would be great!
The other "consultant" interrupted with, That's a carry out price. You don't have one to carry out. We can check with another store to see if they have one.
I'm not driving all over the state on the chance they'll still have it when I get there.
Well you can have the one over there. Is it a queen like that ad states? No.
At that point I told them they were bait and Switch criminals who had no business to be selling anything. And then a little louder for the other unfortunates in the store about to get raped. I would never buy anything from a criminal enterprise like this place is! Hopefully it made them think a bit before buying.
How in the 2020's can a business advertise on the radio and on their website not have what they advertise? It's no wonder they're swirling the bowl.

Confusion at the store led to the sale of a wrong-size mattress. But we were working it out and I was given a price that I accepted. But then the manager who identified himself as being in charge of the Kingston and the Fishkill stores called me and almost rudely told me that I could not have that price. When I protested, saying that I had been offered that price by an employee and we had agreed on it, he said you're " just upset". He was condescending and unhelpful and offered no alternate solution. When I told him I was going to cancel the sale he said that I had a "right to do that." I went to the store, and the staff there were sympathetic and apologetic. They said this was not the first time the manager's attitude had lost them customers. (Now that I see these other reviews and the rating, it's probably good that I didn't get the mattress that I had been offered!) I called that manager and told him he was the one who had blown the sale, because I didn't want fingers pointed at the store staff which I thought was likely given his attitude.

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

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.

A purchased I did not make was made by a person 10 hours away. I contacted mattress firm at least 7 time to resolve this problem. One representative said it would go to their fraud office and the order would not be sent. Next morning mattress sent be a tracking number that the package was on it way to the fraud address. They have no direct number to talk to a representative. The representative online have very ability to help you. I kept asking for a manager and they said they couldn't give me one. They last time I asked for a manager I was told okay, he will be with you in a moment. 55 minutes later I never heard from them again. I contacted everyone I could in the company with no result. I had to call FEDEX to tell them the problem and they stop the order before it was delivered. Mattress firm still hasn't refunded my money 6 day after they received the package and refuses to resolve my dispute with Paypal. Do yourself a favor and do not give this company your money. If anyone disputes this I have 4 chat online saved and about 15 emails saved with mattress firm.

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

If you buy a twin bed from matressfirm and want to add a headboard, DO NOT WATCH THE VIDEO, they send you on where to screw the fittings to the bed frame. Because there are no instructions in the box of fittings what so ever for where to attach them to the bed. The guy in the video put his fittings for the headboard,put it on THE FOOT OF THE BED! NOT THE TOP of the bed.Can you imagine your head at 10* and your feet at 45 to 50 *,what an error that was. I went to the store to tell them, and they just brushed me off.
WOW!

I spent 2 days on it, take my advice dont try it. I was able to attach my headboard with turning all the parts around to make it fit,even though it is incorrect, I made it fit my headboard, (SEE PIC) even though it is wrong.BUT IT WORKED out my way. BTW. This is not a false review. I love the bed I bought and my headboard is beautiful,Thats the good part.

I also purchased a bed from mattress firm in June I was totally disappointed in the mattress so I went in store and told them about the mattress being to soft so i actually laid on a mattress there it felt good but once I got the actual mattress over a 3 to 4 month time I reached out to customer service to describe what the mattress was doin for the quality of my sleep and told them the bed is starting to hurt my neck and ribs and was told I alredy replaced it once and that was all I can get I also told them I was wanting to return this one and possibly purchase another one and was told my request would be on a priority response and that was 2 weeks ago and the return date is rapidly approaching please ask all the questions before u purchase a high priced product and are not happy

Mattress was never delivered. Nobody calls and they won't take calls UNLESS you are making a purchase. Requested a refund and 3 WEEKS later still NO REFUND and NO MATTRESS and they still don't call or respond other than automated email responses. They are suckering people to make purchases and are not fulfilling orders.

Delivery team refused to remove my old bed and refused to leave my new FULLY PAID for bed. I'm confined to a wheelchair and am unable to remove the old bed, Jamie Rudat is well aware and assured me that it would be done, after 4 hours of lies and refusing to deliver my bed they refuse to issue a refund on my card
The delivery people were rude, unprofessional. Refused to wear a mask or to allow me time to call their office
AS SOON AS JAMIE REALIZED I WAS PAYING CASH RATHER THAN USING THE CREDIT I WAS APPROVED FOR THE QUALITY OF SERVICE PLUMMETED AND THE LIES BEGAN.

I was assured by Lamont at 4:30 that a refund would be immediately made and an email would be sent within 15 min., I have recordings of all calls and all parties where advised that they where being recorded,

Went to the Phillips Crossing Mattress Firm store in Orlando, FL. Great sales experience, mattresses are way over priced, but I was assured it was worth it!
And the warranty... wow, nothing to worry about, lol. Right... So, our adjustable bed frame started squeaking about 5 months of owning it. We were told to move the mattress and check to see if anything was loose and to spray WD-40 in various places. Well, my husband and I lifted up the mattress and discovered a hole/rip in the fabric on the bottom of the mattress! Immediately, I called Mattress Firm... submitted a claim online and was denied. Not covered! Wow, is all I can say. I disputed the denial and received an email saying it was still denied and not covered. The store didn't help either. Once they make the sale and commission, they don't care! Meanwhile, my bed frame still squeaks and the tear is probably getting bigger... and I still owe a little over $2,000 on the bed. DO NOT BUY FROM MATTRESS FIRM! CUSTOMER SERVICE SUCKS!
I have been informing EVERYONE I know about my experience. No resolution in sight.

Do Not Trust This Company.
Long Story Short.
Wife and I Have An Issue With A Nearly $3,000.00 Purchase.
We Were Assured Of A Call Back From A Manager.
No Call.
They Have Our $.
D O N E!

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.

They won't stop emailing me! I guess this company is very much like a rapist! They don't understand the word no… no no no I don't ever … won't ever buy anything from you $#*!heads