Mattress Firm

Mattress Firm delivers used product. I paid nearly $500.00 for a pocket coil mattress. Told the salesman- NO memory foam. They delivered used product- wrapped in clear re-wrap plastic- no logos- tag was glued to mattress- no floppy tag. Is not coil. No support. Lean on elbow-- goes to metal. I used it for 21 days to make sure I wasnt missing something- turned it over - used other sheets.
I called their store 22 days later. Sales girl laughed. HQ office no help- gave reason as- past 120 days-- during covid. DO NOT SHOP THIS PLACE.

I bought a $1,000 mattress to get a free base deal. After one week, my back got hurt so severely that I determined to return. The salesman at store in Portland near mall 205 charged me 10% fee plus $300 for the base before I can buy another mattress and paying extra $150 for delivery, saying it's a rule. Therefore please be aware that it gonna cost you more when you return their mattress which hurt your back unavoidably. Overall I lost double amount of the purchased price due to it hurts my back!

They are scam artists. You buy a mattress and you get a limited number of times for an exchange. There are no returns. Only exchanges. So if you never get a mattress you like, you're stuck. Too bad. I've spent over a thousand dollars now exchanging between 4 mattresses, all of which have turned out to be defective. "Firm" mattresses that sink 2+ inches. That's because MF sells returned mattresses back to customers with a *new* label on it. And then you'll pay for an upgraded mattress, because they insist it's less likely to give out. But it does give out. So double the amount of money that you're now out. But remember, no returns, on store-credit. I'm currently in an endless cycle of getting defective mattresses and having to spend more money. Waiting for someone, or myself to put me out of my misery. Or to finally be offered a refund. I wonder what'll come first.

Stay away from this incompetent company. Sales representative could care less about you or your needs. All they wanna do is make a sale. It's impossible to do a easy quick return. You can't talk to a live representative, they give you the run around but easily and quickly take your money and sale you a lie. Talking with an agent via chat bot (text) shows just how much they value you as a customer. You could easily go into a Big Lots and get a nice mattress without all the smoke and mirrors. I Hate Mattress Firm! I Hate the Mattress I bought! I hate the exchange or return policy that they exaggerate! This company sucks! Do Not Order Online!

On April 29,2022 my wife and I went into the Mattress Firm store in Modesto, California. We were greeted by a gentleman named Porter. We told him exactly what we needed. He showed us different ideas. We finally found what we were looking for. No pressure involved. Will update after delivery. It was a great experience in the purchasing a new bed.

Bad experience! I bought a Queen size Stearns and Foster super expensive($2100) Mattress from Mattress Firm approximately 2 weeks ago, they mentioned about final sale. The mattress damaged my lumbar spine so got a urgent doctor recommendation to return it ASAP. I was trying to reach the manager, waiting for the manager response for 10 days and he (Thomas) refused to take it back to reimburse my money. Buyer beware. Lost of time and money. Very sad.

They told me the Money would be back on my card in 3 to 5 days, but now they're trying to say 4 to 6 weeks. I return mattress after 2 days without even opening the Box. I am very upset and dissatisfied. Everybody's telling me something different now. I wish I'd never even shopped with them

Mattress covers don't fit properly, smell badly, and are over priced at $150+. No mention during sales process that they are non-refundable (only in small print). When you do to return, they just point to the small print and say that the package was opened and can't be returned.

I was assured by the sales rep that my existing frame would be fine. Now that the mattress is sagging (and was never firm in the first place!), the customer service (which isn't really them, btw, as it appears to be outsourced) I received didn't care what I had to say, and is set up to automatically reject my replies back to them!

I recently purchased a mattress and adjustable base frame. After a few months the base stopped working. I called the Turkey Creek store and Jade had a crew to my house within a few days to either fix mine or replace it. Their very professional crew came on time and worked on it, then replaced it. The replacement didn't work either. The crew was very apologetic. The store ended up upgrading my adjustable base fee of charge. The second crew that came out was once again, professional, respectful and courteous. It was wet outside and everytime they stepped into my home they removed their shoes so they didn't track in dirt. They cared for my furniture as if it was their own. Great Service after the purchase!

Very unhappy, not what i thought. And btw they will not haul your olf mattress away if there is any kind of stain. I paid 100 to have it hauled off...and guess what? They only want to give me half my refund back. Very unfair.

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!

We bought the top of the line mattress and frame that move you into every position, that part is great. We've had our mattress changed out 2 times. The last one was over a year ago. I hate this mattress, we spent so much money on these split king mattress it's was over 10,000 dollars…. Now a year and a half later there's nothing we can do. I was in an auto accident and the sales rep insisted this would be the bed to go to, an adjustable bed with a mattress firm cooling gel all the bells and whistles. It was a lot of money, but I hurt so much to lay down. We have had these for 2 yrs my husband and I hate the mattress but I can't afford to replace them. These mattress a piece were 3500 so now we're stuck and I wake up every nite from the pain it gives me.

I am not used to doing a review, but I no longer know who to contact, and they have left me no other option. So I do it for us, the clients, who are always the losers. About eight months ago, I bought an adjustable base, and a plastic part broke in September; I called them and told me that it took 15 days for the region to arrive to send me the technicians. I'm still waiting, I've already called them many times, and everything they tell me is a lie, I went to the physical store, and they said to me that I was calling every day as if I didn't have to do anything else. I wonder what kind of service I am paying for?. The adjustable base has a two-year warranty with a mattress, and I spent a ten-year extended warranty. Friends, everything is an authorized robbery because nobody faces you and everyone tells you a lie.

This is the worst company I have ever had the misfortune to deal with. I filed a warranty claim and was advised that someone would contact me in 3-5 days. No one did!
I received an E-mail advising me that a warranty resolution had been made. When I pressed the "resolution button" the search went into a perpetual circle on my browser. I tried this multiple time over multiple days with the same result.
I tried to contact a CSR, or any live person, to address my issue. Each time I was referred to an automated robot that is not programmed to handle warranty issues. I went back to the complaint form and was advised to file a new complaint with the caveat being my original complaint would be canceled.
Absolutely no way to get any kind of resolution or warranty attention, just a frustrating time wasting circle.
For anyone in need of a new mattress, I suggest you look elsewhere.

This company uses duplicitous measures to make a sale. We used the location at Trader's Point and dealt with "Kevin." He lied to us on to make a sale. He has no integrity. I filed a complaint with the company and never heard from them about taking action against him. When we inquired about a new mattress, a "restocking fee" was implemented that over $500. Do not use them. They are duplicitous degenerates.

I ordered a set of twin beds online expecting them to be delivered to my home. But they instead are being delivered by FedEx to my garage. Now I have to figure out how to get them to the bedroom in my house. No reference to this at all on their site.

Mattress firms motto talks about customer satisfaction and product quality. However, I have had the worst experience with both of them. The mattress that I got has a dip to the point that my husband has been having back problems and we are sleeping on the carpet. I called the warranty department for inspection. It turns out they rejected my claim for two tiny spots on the mattress which are not even close to where the mattress is dipping from. So much for paying $1,800 for a mattress that is now useless for us. Keep in mind we always have a mattress cover on it. Mattress firm is never getting my business again. Extremely disappointed!

We had ordered a top of the line mattress from Mattress Firm well over a month ago. Three different times we were told we're supposed to get a delivery on this or that given date, to this day over 30 days nothing, plus no communication after dates passed. Very very poor customer service. Very very poor communication and super poor stock inventory and delivery, I would go somewhere else to get a mattress, worst experience here ever with this company.