Mattress FirmReviews 317

WELL HERE WE GO I PURCHASED A BED ON LINE HAD A DELIVERY SET FOR 1/14/23 GOT MY CONFORMATION CALL ON 1/13 SAYING IT WILL BE DELIVERED BETWEEN 5-7 1/14 SO I GET RID OF MY OLD BED AND BEHOLD MATTRESS FIRM DECIDES TO CHANGE DELIVERY TO 1/21 WHAT A JOKE OF A STORE, I CALL LOCAL STORE IN MAYS LANDING LETS SAY THEY WAS NO HELP AT ALL (NICK) I WISH I COULD GIVE A MINUS REVIEW I WOULD NEVER DEAL WITH THEM AGAIN I CLOSED MY ACCOUNT

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.

Soooooooo,
After writing a review (on this site as well as a few others) on Mattress Firm's lack of customer service. As well as writing to the BBB. MF (Ha!, MF seems very appropriate) finally reached out to me with a phone call and I had one short phone conversation with a very unpleasant woman. However, she did send me an email for a full credit for the cost of that awful Sterns and Foster king-size bed that I had for 7 months
(I think 7 months). No credit for the delivery cost and sales tax. They would only go so far with their generosity.
I went to a MF store with my credit letter and worked out a deal on another mattress. (A Beauty Rest). Forget Sterns and Foster.
As I mentioned in my first Mattress Firm review. I have no issues with the store salespeople or store management. Courteous and helpful, as were the delivery guys.
My problem was with Mattress Firm's return policy as well as how good they are at not dealing with an upset customer. No phone number, never reaching a person to speak to. Only a standard corporate return email telling me to go pound sand.
For large purchases, I've learned a lesson. I need to look into a company's customer service approach. If there is no phone number to reach a live person... Brother beware! Pass! Crappy companies use forms and emails to distance themselves from customers. When a customer spends a few grand on a product you want to know you can speak to someone if there is an issue.
My broken Sterns and Foster mattress was picked-up and I replaced it using the store credit (along with a few extra bucks out of my pocket). I still don't recommend Mattress Firm.
I went from one star to two stars because of the store credit. It took being upset enough to do online reviews and to reach out to the BBB to get MF to do anything.
I give the store folks and delivery guys five stars.
Thanks,

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.

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.

I bought a mattress from Mattress Firm on May 25,2021. My mattress now has deep indentions. Filing a warranty claim online, case # *******, has been a hassle. I was never able to talk to a real person. My claim was rejected. They ignored the condition of the mattress and rejected the claim because they determined that my high quality Thomasville bed frame was inadequate. I wish I had read reviews on this company. I would never have walked into their store. I made a mistake!

On November 2022 my husband and I went to try the Tempurpedics in the store. We made the mistake of purchasing the ProAdapt through them. We had the mattress 21 days and decided it was not for us as it did not feel the same as in the store. We called to have the mattress returned and was told it would be a 500.00 restocking fee and 99.00 pickup fee. We were not told any of this information beforehand and did not know until we wanted to return the mattress. Customer beware of this shady outfit.

I see your commercials are all black actors so they must be your target audience. I was searching for a mattress but being white couldn't identify with anyone in your commercial. So I'll take my business elsewhere. Good luck with 13% of the population! How many blacks will buy your mattresses - go woke and go broke. You're an anti white racist company!

Buyer beware... return doc is ambiguous at best. 20% restock fee plus dil. The manager was nasty and condescending Would not ever buy again...

I ordered a mattress, payed for it and the haul off fee. Two guys came to my house looked at my old mattress and found an old dried up smashed bug on the bottom of the mattress and refused to take the old one away. I recently moved and am certain the smashed dead bug was from the move. When they told me they could not remove the old one, I told them to take the new mattress and leave. It's impossible to reach a live person to talk to, so I'm just warning others that the "deals" are not so great when there is little to no communication from a live person and the delivery people can't even speak English. They are not worth your time. Run away and don't use 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!

In December 2021 I purchased a Sleepy's mattress from Mattress Firm. After about 6 months, the side had broken down making the mattress lean to one side when on it making it impossible to sleep on. When I jumped through all the hoops to file a warranty claim, they said that because I am out of their "delivery area" that they won't cover the warranty. I was told to contact the manufacturer, which after being given the wrong information by Mattress firm, I finally fould it was made by MLily. I filed a claim with them, but mattresses purchased from associated retailers that they do not cover the warranty. I offered to drive the mattress to the store for replacement and they stated that the store doesn't handle returns. What kind of scam is Mattress firm running here? Buy your mattress ANYWHERE else except Mattress Firm. I am considering taking legal action at this point. What other choice do I have?

Bought a warranty and Mattress Firm makes it extremely hard to replace a mattress. Go straight to the manufacturer.

They remove nothing. There's no way to communicate with them via phone to resolve matters. They send you to an online chat. Overall the feeling is once they get your money, you are on your own. There are much better companies that can be dealt with. The extra money that you pay for setup means nothing.

Didn't help with 2. Ooo dollar bed that collapse in a year purple bed don't but they suck and mattress firm will not replace cause they said bed was stained has nothing to do with it breaking not like they will resell anyway its bull$#*!

We are 70 years old on fixed income. They delivered new mattress and refused to remove the old. We had an old sleep number bed. We were keeping all framework, just needed old mattress removed. We paid for the gold service and were told delivery and mattress removal would be taken care of. After delivery of the mattress they refused to remove the old one. Mattress Firm management told me the mattress I have slept on for over 15 years was considered to be Furniture. I am 70 years old and had a mattress in my living room with no way to remove it. They did not tell me that they call some mattresses sleep number mattresses Furniture. I endured a lot of Crap for weeks with the mattress in our living room floor. If Mattress Firm has restrictions on types of mattresses they remove we need to know up front. To deliver a new mattress and just walk out telling me the mattress I have slept on over 15 years is Furniture. Any Company that is this deceptive and don't care about their customers will never have my business and don't deserve to be open for business. The Gold Service I paid for would have to improve very much to achieve being Worthless. As for me and my family we refuse to shop Mattress Firm, I hope you are careful to find an ethical business to purchase from.

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

Purchase a mattress and it sinked in the same day got a replacement and that one did the same thing paid a 1000 more and that one sinked in too. They refused to acknowledge they have terrible inventory do buy nothing here. A very displeased customer