Ruth S.

Went to the Phillips Crossing Mattress Firm store in Orlando, FL. Great sales experience, mattresses are way over priced, but I was assured it was worth it!
And the warranty... wow, nothing to worry about, lol. Right... So, our adjustable bed frame started squeaking about 5 months of owning it. We were told to move the mattress and check to see if anything was loose and to spray WD-40 in various places. Well, my husband and I lifted up the mattress and discovered a hole/rip in the fabric on the bottom of the mattress! Immediately, I called Mattress Firm... submitted a claim online and was denied. Not covered! Wow, is all I can say. I disputed the denial and received an email saying it was still denied and not covered. The store didn't help either. Once they make the sale and commission, they don't care! Meanwhile, my bed frame still squeaks and the tear is probably getting bigger... and I still owe a little over $2,000 on the bed. DO NOT BUY FROM MATTRESS FIRM! CUSTOMER SERVICE SUCKS!
I have been informing EVERYONE I know about my experience. No resolution in sight.