Mattress FirmReviews 318

Company doesn't like giving refunds without keeping some of your money but says they want to make you happy not true if in the first day you don't like mattress why should you keep it for 21 days 120 days 4 months like they ask? Your the one sleeping on it not them don't buy from them look for company that give same day return and refund if not happy

Mattress Firms tablet thinks it knows better about what we want than we do. Weird that it directed us to the most popular and most expensive bed in the store, and it was terrible! Then when I called to talk to them about the lengthy awful sales process and they directed me to a feedback link! Talk about a company that doesn't give a shxt about what the customer wants. Good luck moving your expensive uncomfortable mattresses.

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!

6 yrs ago purchased a Serta i comfort memory foam mattress and box spring, mattress has held up poorly as it sags in middle, they do not carry this product anymore due to poor quality, went through the 10 yr warranty claim and they find a way to void it, stay away, look elsewhere with a company that stands by there products

Bought a king bed and adjustable base in May. So, if I can sleep on a mattress and they'll take it for an exchange why not the base? I tried to upgrade, with my trade in base, for a zero gravity base. In a word, which is what I got, NO. When I asked why I got a pat response, "it's not our policy". Know before you buy with them, customer service is no service with Mattress Firm.

I purchased a Tuft and Needle brand pillow from Mattress Firm online. Tuft and Needle offers a 100 Night Free Trial.

I tried the pillow for one night, and didn't like it, so I took the pillow to a brick and mortal Mattress Firm store. They can't accept returns "from people's homes."

I called Mattress Firm; they do not offer customer service via phone. Two chats with virtual assistants indicated they will not accept any returns and won't honor Tuft and Needle's warranty.

I called Tuft and Needle. Because I purchased the pillow from Mattress Firm, Tuft and Needle will not give me a refund. They suggested I donate it.

I am stuck with a pillow I can't use, and have no way to get a refund.

Tuft and Needle should not offer their product through Mattress Firm if the company doesn't honor their 100 night warranty. Mattress Firm should honor the warranty or not sell the product.

https://www.tuftandneedle.com/legal/warranty/

I am now three months into fighting with Mattress Firm regarding money they were supposed to credit back to me. They gave me paperwork to prove they authorized the credit but are now saying they don't owe it. They are also charging me for something I did not order after they made a mistake on my original order. Their return policy is a joke. They will let you return or trade your mattress (for an extra 20% fee to return and a pickup/delivery fee) but they won't let you return things like an adjustable base that came free with the mattress. Instead, they charge you for the base when you return the mattress. Do not ever shop here unless you want to lose your money, your time and your sanity.

Had a bad experience 3 yrs ago but thought I would try again. Mistake. They didn't deliver when they were suppose to. Called and they they said they would deliver the next week. When I asked why the delay they couldn't or wouldn't tell me. Told me the same process as the first time. When I asked what would be different this time they had no answer. Additionally I was suppose to have been given a $70 credit because the sales person put the wrong price on the initial agreement but it was not caught until after the CC had been processed. They said the credit would be sent back to the CC. A week later and still haven't seen it. Called and they said give it more time. Asked to speak to the manager and got the same run around. Asked for his supervisors name and number and he refused to give it to me. They tell you anything to make the sale but then you are on your own if you believe anything they promise.

Purchased a mattress and an adjustable base. Took approximately a month to deliver item. The adjustable base stopped working a few weeks after delivery. Try to contact about return, we were only able to text a chatbot because live support is not available for purchase issues for Mattress Firm. The chatbot responded that they do not take returns on adjustable bases and must contact Serta for issues. The bed has been stuck in an upright position and still waiting on a technician to contact me for repair.

We purchased a new Tempur 13", we were sold sheets for a 15" bed so the are really big and will not take them back, also purchased 2 pillows which I thought we were getting king size when they came they were standard called the store and they told me you can not get a king size, I called Tempur and you can get king size, they will not take these items back it was the sales person Tim Brewer error when I called the store I was told they were running a bundle special if I wanted to purchase sheets and pillows, HORRIBLE Company do not buy anything from them!

I had to take a day off from work for the second delivery as I had to send back the first one for my troubles was offered a free sheet set and a free mattress protector that I never received when I called about this I was told I would not be receiving either, so when I called corporate to complain I found out I can't talk to a live agent I chatted with somebody well let me tell you that went nowhere at all I've been totally ignored by this company the worst experience I've ever had with any company do not buy anything from Matress firm

Before buying a mattress, I strongly recommend that you study the rules for returning or replacing, with a mattress cost of $ 300, a replacement for another size of $ 130, a return of $ 160, I think this was done on purpose so that the client does not want to change or return.

I appreciate you guys so much. In store experience was great. Jeff helped me pick the right mattress and let me know if I find it really wasn't the right one, all I have to do is call them and they will swap it out. Well guess what, it was delivered the next day, as they said it would be but for some reason, I thought my bed was a "Full", and it is a "Queen", what can I say, I'm old. Well Pepe and Jesus were absolutely wonderful, they left the "Full" set for me to sleep on and said they would swap them out for me tomorrow if they could. Pepe and Jesus were so friendly, respectful, polite, and were not at all annoyed because I made such a stupid mistake. They were great. Jeff also called me back the same day to let me know they WOULD be back with the right size tomorrow. I will definitely be buying any mattresses in the future from Mattress Firm in Santa Fe on Cerrillos Road. Thank you again guys. One pleased customer he

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

I ordered a mattress and it was too hard so I utilized the 120 day replacement policy. I ordered a softer mattress and paid the restocking fee, delivery fee, etc. I swear this new mattress must be a factory second or a used mattress. It sags in the middle so badly that two people in the bed roll to the center. The stitching on the pillow top is already coming undone. They won't honor the warranty because the law tag is gone. I didn't remove the tag! Mattress Firm says they wouldn't have shipped without the law tag. I checked and every single mattress in my house has the tag, yet the only tag I removed is on the shoddy mattress that is falling apart? I sincerely think they shipped a used mattress. Now I'm out $2,000. Heading to Raymour and Flannigan today to buy a mattress. I recommend you do the same.

The people that delivered my mattress could not understand simple directions. The young gentleman put the mattress by my front door On my Front porch light. He could not understand simple directions on taking a mattress and putting one down so I pointed to him to take the mattress and leave. The store called me a racist and told me they would not do business with me anymore. I am far from a racist but I will say one thing if they can understand me enough to take my money they should be able to understand me enough to take a mattress and leave the new 1.