Mattress Firm

SPENT 120 DOLLARS ON 2 PLASTIC PILLOWS, NO RETURNS ACCPTED, BUT ALOT OF BULL$#*! FROM THEIR MOUTHS!
HAD TO TELL THEM TO FUCOFF AND THEY WILL NEVER GET A PENNY FROM ME!
ALSO CANCELLED THE CREDIT CARD WITH THEM!
TA-DA, FUCTHIS MONOPOLY!

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 purchased willow brook plush 3/31/2020 first one month I was very happy with mattress, although I was sinking into the bed I tought this would be normal for couple of inches specially it's a plush bed but after 30 days ivsink another 2 inches makes it total of 4 inches I sank into the mattress. I have horrible back pain when I get up I can hardly walk because of pain. I took a picture and sent it to person at the shop where I bought my mattress of my mattress, I laid down measure tape clearly shows my hips are 4 inches down, no wonder why I have so much pain, Andrew an employee who replied my email wrote "it's plush mattress that's normal!" if you return the bed 20 percent stocking fee plus 99$ for the shipping. " I don't think I should pay a faulty mattress, it is not a normal for me. Mattress spring bites my hip, I wanted to exchange perhaps with better mattress, so I refuse to pay in this case I am preparing to sue the company because I think they do this to many clients and it's not fair I will not allow to get robbed!

BUYER BEWARE! I purchased an Infinity massage chair from mattress firm (not sold at all locations) This place is based on sales people trained to totally scam customers anyway possible into making a sale! If you purchase a used or floor model they will tell you it is an as-is purchase yet they will sell you an extended warranty. Now if the item you purchased has an issue they wont honor the warranty and tell you to deal with the manufacturer but the manufacturer will tell you they dont repair or replace floor models reguardless of your purchased warranty! Catch 22 and a scam! DO NOT DO BUISINESS WITH MATTRESS FIRM! Not to mention they have the worst customer service attitude on the planet and will tell you they already have your money, too bad! Horrible!

August 16,2022
Some six (6) months ago my Customatic "The Privia" wireless adjustable bed remote stopped working. I changed the batteries and still the remote did not work. I immediately called Customer Care at *******757 and was told that my remote was being replaced by a manufacturer yet to be found and took my name to be put on their waiting list and I would be called when this replacement was located.
I repeatedly called this Customer Care telephone number only to be told the same thing that they will put me on the waiting list. I also attempted to call Customatic itself and my call went directly to this Customer care telephone number. I felt at this time I would forever have a adjustable bed that sadly no longer would adjust making it fully useless.
At that time I thought to call the Newington NH store where I purchased this adjustable bed.
Over the past weeks I have been closely working with Adam there at the store. Adam is the very definition of a Customer Relations professional. He is courteous, caring, truly listens and his quick follow up is impeccable. It's because of Adam that I am now a satisfied customer, would purchase another adjustable bed from Adam and would recommend him without hesitation to my friend in the market for an adjustable bed.
If any questions, feel free to call me at *******065.
Respectfully,
Ken Wade
2 Sandy Brook Drive
Durham, NH *******

Purchased a mattress
The person said it would take a few weeks to make it soft.
After two and a half weeks I was in pain so I went back he said he would do an exchange
He never asked me if I wanted my money back or an exchange. I did not know it was one or the other until another 3 weeks later.
After two weeks I went back because by this time I could not lay on it it was too painful I was having hip pain and knee pain. I was really in pain and I asked him how do they make them so soft, he said they put the mattress through a machine and put heavy dummies on them and on top of it they walk on them.
He said just walk on it it will get soft. After a couple of days I went back to the store and said I just couldn't I am in pain please I just want my money back. He said he would talk to his boss and call me back.
He called a few days later and said he was not going to give me my money back. I said if I would have known what it takes to make it soft as they do in the store I wouldn't have bought it. He got very angry and started saying that I was calling him a liar but I was just repeating what he told me. I just want my money back not being stuck with a very expensive mattress that I can not use.
They are deceiving and take advantage of people.
If he would said you have the choice of your money back or an exchange I would have wanted my money back.

We had a Tempurpedic that was well over 25 years. We bought the Tempur Adapt. Except for the depth... it is the same. Service was great and the delivery was painless and on time. They made it easy.

The whole process has been a nightmare. I bought the mattress during a sale where I would get a free bed frame. The frame and the mattress were supposed to arrive in a two day difference, so I thought sleeping on the couch for a day or two shouldn't be so bad. I'm writing this review from my 10th day of sleeping on the couch, still no mattress. The bed frame itself has been sitting there, empty. They took my old mattress, but not my old frame. So now I have two bed frames, no mattress, and a bad back.

I tried contacting customer service, he pretty much shrugged and told me to "check the website for delivery dates". They did nothing to try to address or appease the situation.

My mattress is supposed to arrive "tomorrow", but according to the tracking it's still somewhere across the country.

I wouldn't wish this experience on anyone. It was not a cheap mattress! I would think that if I were spending that much on something and choosing their company to buy from that they would at least care a little. I will never buy from them again and I wouldn't ever recommend them.

I was looking for a mattress and metal box spring, I had stopped by 3 different stores already and really didn't find what I was looking for rather it was the mattress and box spring or the right price so i had just about given up for the day when I saw mattress firm, I in the store and Brandi greeted me with a smile and ask me can she help me with something, so I told her I was looking for a nice big firm mattress with the metal box spring and the price range that I wanted to spend, and to my surprise Brandi was able to get me exactly what I was looking for so at the end of the day I was happy and Brandi was happy and we both were happy.

We purchased a mattress last week. We had a terrible experience. They had ordered us only one half of the base we wanted and we didn't find out until it was delivered. We called Mattress Firm and they told us that it was going to be an extra $1,700 for the other half of the base. We had already spent a lot of money there but we really wanted the bed so we agreed to that. Then they come to deliver the new bed s few days later, it ends up being the wrong base all together ( we wanted a move able base that also has massage and underlights) so we call Mattress Firm and try to get it sorted out. They told us the wrong one was ordered and in order to fix it, it would be another $1,400. Not only that but they didn't tell us what type of bed frame we needed and we had to tear half of our bed frame apart to fit this new base and mattress. When explaining all this to Mattress Firm they told us there's nothing that they can do about it but to return the bed. They wouldn't fix their own mistake. We are truly dissatisfied with them. It was their mistake and they should of corrected the issue, even if it meant taking a loss of profit for them. They are unprofessional and we will never do business with them again.

Ordered product today and now they say no return. Site does not say final sale. Your stuck with an item to resale. Waste of time and money

I ordered a brand new bed from them yesterday. The delivery was for today and they ga e me a 9 NINE hour window on Memorial Day. At 5 the delivery was a no show, so I called the store. A person named Steven took my call, said he looked up the notes and it said they tried to deliver earlier in the day…NEVER CAME, I live in a small apartment and had to sit here all day by my door, did not have anyone come and I was sitting here waiting. So I told him that they probably went to a wrong apartment as we have 4 and 5 digit apartment numbers. He did not care, he said there was NOTHING he could do and I would have to wait for a new delivery another day. Ridiculous as they had 2 hours to come back out to the right apartment. I expressed my concern that this would just happen again as they would go back to same apartment, which would still be wrong one. So I ask to speak to a manager and was told no, a note would be left for district manager, I said give me there work number sociocultural call and leave a message on there WORK phone…he said no? Never have worked for any corporation or have heard of any business or corporation who do not provide work numbers for management to help out. Steven could have cared less…NO APOLOGY AT ALL,no willingness to try and fix their mistake. I've obviously had horrible service prior from different places as all others humans do, but this has taken the cake. Holiday stuck at home around no friends or loved ones, and can't even get an apology. DO NOT BUY FROM MATTRESSES FIRM!

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!

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

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!