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Brian C.

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Experience: Home & Garden

Member since April 2021

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1 Review by Brian


Mattress Firm has the absolute worst customer service that you could possibly imagine. STAY FAR AWAY FROM THESE PEOPLE!

I ordered a BOXED mattress on April 10th and their website, along with my order email says "Estimated Delivery: Arrives in 5-7 business days." We order a new frame, we order new sheets, etc. for the new bed.

Five days later, April 15th, and I haven't received any shipping notifications. Mattress Firm ALSO doesn't offer any phone-related correspondence for their paid customers. If you call the number, there's an automated response that makes you go online and do a live chat or submit a form. Once the message is done, it automatically hangs up.

I start a live chat and the person couldn't possibly be more useless. No information except what I already have from the order confirmation email... I submit feedback, request a phone call, and nobody calls me (of course).

The next day, April 16th, I submit an online form and I get an email from another customer service person who says:

"Your item will be shipped directly from the vendor within (5-7 business days) from your order date (04/10/21). Once the item ships, you will receive an email with the tracking number."

I email them back, twice, and they don't respond to either messages. If someone can realistically tell me why a BOXED MATTRESS takes over 6 days to ship, please feel free to let me know. It's in a box, you put it on the truck, and you ship it. At this point I just want to cancel my order... I've had enough and I don't want to do business with people who treat their customers like this.

I start a live chat with ANOTHER person and they tell me that my mattress is out for delivery. They even give me a tracking number. I look it up and it's the wrong tracking information for a different order that was placed ON THE OTHER SIDE OF THE COUNTRY.

This is not only outrageous, but completely UNBELIEVABLE! HOW DOES A COMPANY DO BUSINESS LIKE THIS?

They tell me "sorry" and give me another tracking number. This one was generated TODAY and it only says "LABEL CREATED: Shipment information sent to FedEx"

At this point I'm furiously frustrated and simply want to cancel my order. The live chat person says that the refund process takes 7-14 business days... of course it takes two weeks, because why wouldn't it?

I ask to be connected to a manager. Thankfully they call me within a short period of time, but they say the exact same thing as the the live chat person. Basically they're not able to help me, they "can't" cancel my order right now because it's "been shipped" (even though it hasn't... the label was just created) and now they're forcing me to wait a week or two for the refund.

Once again, I can't call the company because they don't have that option, the live chat people are useless, the managers are useless, they can't cancel my order, and I can't get my money back in a timely manner.

What other options do I have? File web complaints? Federal regulatory complaints? Why is this even a thing? Why can companies just treat their customers like dirt and continuously get away with it? They shove their advertising down our throats and trick people into thinking they're a good and reputable company... YOU CAN'T EVEN CALL CUSTOMER SERVICE!


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