IRVING, TEXAS -- I purchased a mattress along with an adjustable base (floor sample) on 06/09/2018 at Irving Macarthur Store, Dallas Texas. But when the adjustable bed was delivered it came damaged. I understand it's a floor sample. But I was never told that it could be damaged as well. Or say I assumed that Mattress Firm would discard the damaged floor sample or repair the floor sample product if offering it for sale.
I could not see the product before purchase, as the sales associate ordered it via phone from a different store based on availability. I am very disappointed with the fact that it came damaged and there is no warranty as well since it's a floor sample merchandise (which of course I was aware of). I called the store and I have the option to "buy" 3-year warranty, but what about the damage which is clearly visible? And they want me to invest in a damaged product again by spending money on it?
GURNEE, ILLINOIS -- We bought a twin mattress and box spring from them. When it was delivered they stacked the two pieces together so we could see the damage and poor workmanship. After I noticed it I called the store and was told that they would replace it at no charge. I asked if they could return the bed that they taken with them when they delivered. Of course they couldn't do this. So that left us with no bed. Upon further examination I noticed that the damage was worse than I had originally thought.
I returned to the store and told the salesperson that we wanted we return their product and cancel the order. The salesperson said that the workmanship was worse than they normally see. They agreed pick up the product and credit our account.
Two weeks later I see the credit applied. The credit was short by $80.00! I called the store back and was told that the $80 was for a return pick up charge and that their company policy was to charge for returned product for any reason. I told them that I would not pay them to return the garbage that they provided. I have since filed a dispute with my credit card company.
WISCONSIN DELLS, WISCONSIN -- First, we bought a mattress and adjustable power base from Mattress Firm and the mattress is very good, we like it. Things go downhill from there. We ordered in mid-December and were told delivery would be 12/19. The delivery guys showed up and only brought the mattress, no base.
My wife called and was told none were available and wouldn't be until March. And as an FYI, after every fail with this order, my wife would be on the phone for over an hour either on hold or being passed from person to person. We're both in our 60's...so we're supposed to sleep on a mattress on the floor? After another call, we were told they could send a metal frame with box springs as a loaner until the base was available.
Fast forward a couple of weeks and sleeping on the mattress on the floor. The delivery guys show up. We have ordered a king size bed by the way. They bring the frame and one box spring. King size beds use two box springs. Another call. They can only deliver on Saturdays and it will be another couple of weeks, so back to the floor. They finally bring the 2nd box spring. Yeah, we have a real bed. That lasts about a month and we have heard nothing.
Finally on a Friday in March, they say they will be delivering the next day. We were going to be out of town and told them that we would not be available and do not deliver. The next day...get a call from the delivery driver, “Hey we're here to deliver your base..." "WE TOLD YOU WE WOULDN'T BE THERE, take it away." Another call when we get back home. We were now told that it would be a couple of more weeks, which is into April. We were not given a date.
Get a text on a Friday saying that they would be there between 3-5 pm the next day, please confirm. My wife confirmed this delivery. We waited 3-5 pm, nothing. There is no way to get a hold of the delivery driver to see if they're coming and did not hear anything. It's 5:30 pm on a Saturday night. We figured it wasn't coming, so we went out to dinner.
At 6 pm, get a call from the delivery driver, "I can't find your place, what are the directions?" We responded by saying, “You were supposed to be here from 3-5 pm, we didn't hear anything so we went out to dinner, we're not there.” Gave him directions and said to leave it at the front door. He had to have a neighbor sign for it and left the base.
We get home and the box, which is very heavy was left at the neighbor's house a couple of doors down. So I have to carry it to our house and up a flight of stairs. I accomplish this without any permanent damage to my physical being. I take the base out of the box, remember when I said that king size beds have two box springs, the same holds true for the adjustable base. They only delivered HALF OF THE BASE. Screw it, we're done with this. No more calls, no more waiting, we're just going to use the box springs and frame. While we like the mattress, we will not be using Mattress Firm for any future purchases.
DOUGLASVILLE, GEORGIA -- 4 years in a 10 year warranty and it sags so bad that I have to wake up to roll over during the night. We were told at purchase no more than a 3/4 sag. It's way over that. I sent pictures but their reply is that it meets their standards. $2500 thrown away.
MIAMI, FLORIDA -- Matterss Firm YOU STINK... You said I have stains when I DO NOT. You use gold thread and when taking pictures it looks like a stain. You said to call in a representative will help and all they did was blow me off. Claim #**. You should send a representative out to see for your self but you declined. I even have pictures to prove it and you still refuse to help the customer. You Stink. I will spend the day copying and pasting this post every where I can. DON'T BUY FROM https://www.Facebook.com/MattressFirm/.
SMITHFIELD, NORTH CAROLINA -- Showroom experience was positive. 1st mattress delivered was defective. I sent pictures to store and they replaced... 2nd mattress was off gassing so bad I had to open my BR window in 90+ temperatures. A week later it is still off gassing making my mouth and lips tingle. I am having this mattress removed and refusing another. Now, I must pay the restocking fee and taxes, plus I have to keep the base as they refuse to take it back citing their return policy. I don't believe I was told the base could not be returned; but it is mute now. They have me. Do not deal with this company, IMO.
ORLANDO, FLORIDA -- Ordered mattress, adjustable base and pillows (expensive gel type), and next day delivery. Good so far. Pillows wouldn't be delivered to store the following week to pick-up there. Not a big deal since the store is five minutes from house. Delivery and set-up went great, but following week to pick-up pillows, can't get because as the sales associate explained, 'Our trucks deliver once a week and they didn't bring the pillows. You'll have to wait another week unless you want to pick-up at warehouse." Really?
I have to take my valuable time, gas, and aggravation across town to a warehouse to pick-up my pillows? Doesn't sound like a big deal, but it is! Should cancel but to get the same type pillow elsewhere would cost more. I got these on sale for July 4th and has since passed for any other deals out there. The sales associate was no help, he already made the sale and could care less. This will be the last time I do business with this company and will tell anyone I know about not doing business with them as well.
IRVING, TEXAS -- Bought a Sleepy's Essential 8 Inch mattress for $600 and didn't check the website for price. Once delivered, I went online and found that Mattress Firm were selling the same mattress for $500. I went to the store I bought it from and they told that the ones they sell online is Pre-Owned. I told him that it doesn't say that it is pre-owned online and he goes on to tell me that he works for the company and there is no way they would discount mattresses by 17% if they aren't pre-owned. I have lost all faith in this company to be honest. Stay away from them.
WINTER HAVEN, FLORIDA -- This company has been an absolute nightmare... I was so excited to get our new mattress and adjustable bed... my husband didn't like it so I called the company to swap it out and they suggested I give it more time to break in, which I understand, but by the 4th time you call still want me to break and then 5th time it's now too late. I'm past my 120 night sleeps... after complaining a managers helps me and the delivery people get here and say I have a tiny stain on it and they can't take it.
I tell them I have very low lighting take outside to see that's not a stain. They refused to take it. It looks brand new, now once again I'm still with no bed. I spent $2000 on a bed we can't even sleep on and they do not care to fix or help me. So when they say you get 120 night sleeps to try it's not true.
NEW YORK, NEW YORK -- When buying a Mattress Firm they assure you that delivery would be made within three days. Three days later they gave me a two hour delivery window. I thought fine. The truck showed up 90 minutes late. Minutes before they showed the freight elevator went out of service. Had they arrived on time the delivery could be made. The trucker said he a few more deliveries and would return later. He never came back. I called the store that night to arrange a new delivery for two days later.
After several hours waiting on that second day without the truck coming I called the store only to find out that in fact no delivery was scheduled. Now it's the third try. I was assured my delivery would be the first of the day. That hasn't happened. My next stop is to cancel the order.