Mattress Firm

Despite purchasing a mattress in house (at a mattress firm store), it's very hard to speak to someone in customer service. You can only chat online, and if you didn't purchase your merchandise online the customer service department will not assist you. Customer Service will request you to contact the store where the merchandise was purchased.
Additionally, Mattress Firm does not like to return customers' refunds. I have been trying to get my refund for 30 days now and have not been successful. I had a terrible experience with one of their sale rep (Sheron). I paid with a check for a mattress, and my account was debited twice. I had to go through "the act of congress" to get my money back. Now, I'm still having issues with my refund after exchanging a mattress for another one. Please be cautious about how you purchase from Mattress Firm.

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.

We have a mattress that has the coils coming thru the top of the pillow top mattress. I showed pictures to Kokomo store manager who agreed the mattress is defective and advised I submit a claim. The claim was denied due to bed frame - which is exactly what they sell in the store and approved by salesman when purchased. Frame is fine, box springs is fine and not sagging, mattress is not sagging just broken coils poking thru the top. Warranty Claim Rep advised to level bed frame. The frame is level! If frame was the problem the box springs and mattress would be sagging. It's not. I just need a mattress we can sleep on and for Mattress Firm to keep their warranty promises!

Ordered a bed, mattress, sheets and covers. The sheets and mattress cover were mailed out and arrived beforehand. However, they kept pushing the delivery date 1 month out and at the last minute for the remaining items. We called to cancel the order but they refused to take the sheets and mattress cover that we don't need anymore (for sanitary reasons). The packages are unopened! Our other option is to donate the items and send them a receipt for refund. Ha ha ha shouldn't that be on you! Incompetents! You will cancel the order in full and refund my money.

I ordered my mattress through chat; giving my delivery address. I had to call the day before delivery to find the time. I'm told they do not deliver in my area. How did they not know this at the time of order?! I've tried to talk to a human. They won't let you. HUGE RED FLAG FOR ANY COMPANY. This company is about making money and screwing the consumer.

I ordered a couple of town mattresses online as I needed them asap for my visitor for the weekend, pleased online order and the delivery was scheduled the second day, the day prior to the scheduled delivery date I received a phone call confirming that the delivery was set up between 4:30 to 0630. So on the day I was waiting until 6:00 pm since no one showed up i called the customer service to find out, unfortunately customer service phone number was not connecting to a live agent, hence i called the local shop, the guy i spoke was helpful and he connected me with someone who could see what went wrong, I was so frustrated with what I heard, the mattresses I ordered were out of stock, and it would take two weeks to get them, so i asked why no one told me this until i called them, she said it happens with online orders, can't believe this at all, poor communication, misleading customers at its best. Do not ever shop online with Mattress firm.

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

After finding out the tulo box spring I ordered is seemingly missing some bolts for the middle beam, I contacted someone from customer service. I did what she requested which was send her some pictures through email so she can forward them to the manufacturer. A couple of days later I emailed her again asking if the manufacturer responded but she did not email me back. So I contacted someone else about this whole situation and she told me to wait up to 24hrs before the manufacturer gives a response. I'm still over here waiting and I'm frustrated because I spent a lot of money and I want to make sure it has all the parts that are supposed to come with it. This was my 1st time ordering from mattress firm and it will be my last.

I bought $11k worth of product from their Wall NJ store. The store Manager (Uldis) said I had 4 months to return ANY product. Of course this has not turned out to be the case when I wanted to return unused pillows. The District Manager (Santos) hid behind corporate policy and was arrogant beyond belief. I can see why Mattress Firm has such poor reviews on this site. Buyer Beware.

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.

Dealt with rude sales people at the store. Went online and bought the mattress. It was set to be delivered. Took off work to be able to accept the delivery and the day came and no delivery. Went online and it showed it was delivered. We called the customer service who told us the mattress was on backorder and would not be there for another month. Set up the delivery window for 3-5 pm. Get a call at 11 that they are 20 minutes away. We rush to get home. An hour and a half they arrive.

We are now trying to exchange for a more expensive mattress after getting a horrible deal on our current one. We are told it I'll cost 350 charge.

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/

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.

Trying to return my purchase that was paid with cash and upon my return they want 20 for restocking the product and has to send me a check for my purchase. What the hell I pay with cash and with a return I have to wait 7-10 days to get a check. This is bull$#*!

Don't buy from Mattress Firm! Yes they are nice folks when you are buying but not so much when you attempt to file a warranty claim. I bought my BeautyRest mattress ($2500) in December 2022 and it already has a big sag in the middle. Filed a warranty claim with all the required pictures and the response was it was a normal body impression! After 8 months?! Really? They make it difficult to file in the first place hoping you will go away. When you do provide the required pictures and info they immediatly reply with this bs. Save yourself a headache. Go somewhere else that has a quality product and stands behind it.

The Manager of the Sequim Store, where I live, asked me if I wanted to purchase Smooth Waterproof Mattress Protector for the Queen size mattress I purchased. She made out the complete sale. She was aware that I did not purchase a 14 inch mattress, yet sold me the cover which I did not receive until the next day when the bed was delivered. I called to tell her to tell her I wanted to return it and she said that accessories were not returnable. I said it does not fit properly. She said it was not returnable. She knowingly sold me an item that did not fit the mattress I purchased! The cost was $50.00. The issue is not the money. It is the intentional deceit. Do not purchase anything from this store.