Mattress Firm Consumer Reviews

CHICAGO RIDGE, ILLINOIS -- Wow. Not even sure where to start. The service was horrible from day 1 and we should have ran but we really needed a mattress and figured Mattress Firm was in every corner they should be a good company, right! So very wrong!!! So we went in to make a purchase. The salesman Ray tried to get us to buy the Bentley of all mattresses for close to $6,000. After much negotiation and us letting him know that's but what we want he quickly changed times and decided he didn't want to help us as well as he was. Anyhow so we bought the mattress a Serta smart react Lynbrook king size. So it comes on a day it's pouring rain out, I called to reschedule. They said they couldn't. It was on the truck and it's coming if I like it or not. I was not home. My husband was.

The mattress comes, I get home and notice a huge hump on the right side, go to put the sheets on and the bottom corner was dropped in the water. So next day I call Ray. He says the hump should go down. That it was probably standing up in the warehouse and the stain was our fault. We didn't see it beforehand. We should have never accepted it so tough luck. We waited a couple weeks and the hump never went down. Called the store. He said they were out of stock and he will contact me when it comes in. Never heard back.

A month before my 120 days was up I went in and told him, “Listen I need a new mattress.” He said, “That one is discontinued. There's nothing I can do here but I can replace it when we get another one in of that kind. Or call customer service and make a warranty claim.” I made him sign my receipt that I will get a replacement, because I knew this wasn't going well. Been having the run around since day one. So I sure enough I go online, make the warranty claim, take all the pictures. Wait a week or so didn't hear anything. I call corporate. Get a hold of someone. They go through my account and I tell her the story and she tells me because of the stain they can't do anything. It voided the warranty.

I said, “The hell It did” and explained the run around and issues. She said, “Sorry can't help you. You're stuck with the mattress the way it is.” I then told her I had a signed contract it would be replaced. Sent her the email, she put me on hold and viola, gives me a voucher for the amount and to go get a new mattress. Seems simple, right? Nope here we go with more runarounds. So we go get a mattress, pre-owned, no warranty $3,000 mattress for less than half the price. The mattress comes to be delivered. It has a huge gash on the back side. I refused it. Called to complain, I got a 3 year warranty and replacement.

Week later, they come to deliver another one. It's a different mattress. Are they kidding me right now!!! I had to change my schedule, not go to work, my husband had to wake up early before his time to work all for these 3 deliveries and we still can't get a damn decent mattress. What the hell is wrong with this picture. I'm so furious right now, my stress level is through the roof and I'm getting extreme anxiety. All over a mattress. Buyer beware, do not buy from them unless you want to pay and use your hard earned money to get screwed and have a heart attack. I wasted more work time between me and my husband for these deliveries than the mattress was worth.

SPRINGFIELD, PENNSYLVANIA -- On Saturday July 29th we went to Mattress firm to purchase a NEW bed, we left excited that our new bed would be delivered on Sunday July 30. Great customer service, couldn't have been more pleased with everything.
Sunday Rich had put the old box springs out on the front porch to * help * them out save some time ( our mistake)
The delivery men showed up, YAY, after looking at our box Springs and seeing a dead bug in some dust they decided not to let us have our bed. He took a ppicture of said bug and sent it to his warehouse. They claimed we had bed bugs and refused to deliver, got back in their truck and left. Now we are pissed off. I spent 4 hours trying to find out what to do next with NO answers, Not one person would help us. Then I got someone on thephone from online sales who called the warehouse and found out that The only way we could have our beds delivered was if we had the house inspected for bed bugs. It had been determined by them that we had a stage 1 bed bug infestation. Now I have gone postal. I wake up Monday morning call an exterminator at PCT, Chris came and did an inspection. He also looked at the picture the gentleman took and said it was a beetle ( WOW ) He says this happens often when buying a bed even to himself.
He gives me the paperwork needed to prove we have no bed bugs and I send it to our sales girl. She calls back and says your bed will be delivered tomorrow between 9-5 ( Tuesday)
OK great finally we are getting some where.
Then .... I get an email Monday afternoon
Hello Ms. Miller,
I had tried to call you at the phone number provided of 4884638576, but that is not a working number. I wanted to speak to you about your delivery scheduled for tomorrow. We wanted to inform you that, based on what the delivery team observed when they attempted the previous delivery, any delivery attempt to your door would be for merchandise that does not have any warranty. If you would want a warranty on the merchandise, you would have to provide us with a letter from a licensed exterminator on their letterhead stating that the home is free and clear of bed bugs.
Please call me at bla bla bla if you would like to discuss this further, or email me at bla bla bla if you have the necessary extermination inspection report. If we do not hear from you, then the delivery would be made tomorrow with no removals and with no warranty. The delivery would be made at the door.
Thank You,
Adam bla bla
Customer Relations Representative
I Call the man and he has me email him the inspection report
after telling me he wants to help us get everything right.
As long as we prove we do not have bed bugs we can have our bed and the 10 year warranty.
So we settle everything and my delivery is set for Tuesday.
I get a call Monday evening from Adam, and he proceeds to tell me they can not deliver our bed Tuesday it will have to be Wednesday again 9-5 delivery window. So now again no bed.
We are so disgusted by all of this and I will never ever purchase anything from mattress firm again. They turned an exciting experience into hell over a beetle on the box spring
Lets see what happens today. To be continued .....Oh and let me add .... We had to pay 79.50 to have this inspection

In the end, We got the standard 200.00 off our purchase ( they give this to everyone that complains) they have hid my review on there Facebook and website
Below is the picture the driver took of our stage 1 infestation

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.

19428, PENNSYLVANIA -- My experience with this store started very positively. The sales lady Barbara was very insightful and willing to negotiate to get to a deal we were happy with which included a delivery within a matter of days. The delivery company arrived with the bed. They failed to use the “Red Carpet Service”, no booties or red carpets. They supplied a bed that had a large bubble in it due to the way it was stored during shipping. They were unable to identify that Mattress Firm had provided the correct headboard mounting brackets. There was a scratch on the remote for the base. During the delivery of the base and mattress they managed to damage the wooden floor in the bedroom. A scratch roughly 16 inches in length.

From this point forward the communication from the Globe The Professionals Corp has been appalling. Failure to engage or acknowledge they were aware of the damage to the property. Everything has felt like I was working for them. There was a failed second delivery which also had a bubble in the bed. 3 weeks later and I am still waiting to get any sort of compensation or path forward towards the remediation of the damage caused during delivery. The communication with Mattress Firm has been ongoing but there has been multiple times where I have called to follow up and get a basic status of my order without rebuttal.

After the second failed delivery they did do their best to reach out to Serta to supply a new mattress but I am still yet to hear when I will actually receive this. Genuinely not one of these people who writes reviews of companies if I have bad service but at this point I feel so ignored and ill treated as a paying customer I can't help but begin to try and steer people towards another supplier. It's hard to know how they have gotten to be the largest mattress company in the US with the standard of service and products I have been unfortunate enough to receive.

I understand that there is cases where one or two things may go wrong, but once an issue is escalated beyond a normal sale there needs to be greater care and attention to ensure that the customer is not left in the dark and having to beg for a bed. Not like they gave it out for free. I will be using any other mattress firm going forward as will anyone I am come in contact with looking to make a purchase that is as important as a mattress.

JACKSONVILLE, FLORIDA -- Awful delivery experience. While shopping in the store, I was originally advised by the salesperson (D) that my delivery could occur on the following day. Once I committed to purchase a bed and adjustable base, I was advised that the delivery could not occur until a date 12 days later. Still, I proceeded to purchase the bed and base, On the expected delivery date, I was given a delivery ETA of 630-830pm, which I felt was a very late time for any home delivery to occur.

After staying available and waiting through the expected window, the truck finally showed up at 930pm. The delivery drivers advised that they could not install the base because the original bed frame had 3 slats still in place. I was never advised that these slats needed to be removed prior to delivery. Once the delivery guy made me aware of this, I offered to remove them at the time, but they advised that I needed to call and re-schedule someone to come and install the base.

The following morning, I called Mattress Firm and spoke to someone named (E). I let (E) know what had happened during the delivery process and she stated that she would try to get someone to come back that day and install the base. She stated that she would call me back to confirm. Later, she called me back to confirm that the delivery drivers could come back at approximately 9pm to install the base. Again, I waited. With no communication or notification of any changes, the truck never showed up.

The following morning, I called back and asked to speak to (E). I was told that (E) was with a customer, and that she would call me back when she was available. After hours of waiting on a return phone call which I never received, I finally called Mattress Firm back. (E) answered the phone. I explained to her that the 2nd delivery that she coordinated for me had never happened. She apologized and said again that she would try and arrange someone to come by to install the base.

After all of the events above, I finally assembled and installed the base myself due to my lack of confidence in Mattress Firm. Later that evening, (D) called to say that the delivery drivers would come by after all of their deliveries were made that day. When the delivery driver called, I advised him that the base had already been assembled, and that I only needed them to pick up the box springs from the old mattress, that they didn't take after the first delivery.

Extremely disappointed with the process, communication, and follow through of the delivery experience. If I had known that I was going to have a situation like this, I would have never made a purchase at Mattress Firm. Very frustrating. Above all else, I sent the above review directly to Mattress Firm's customer service team to advise them of my experience. I decided to post my review online when Mattress Firm's customer service team NEVER EVEN REPLIED BACK TO ME! Stay away from this company unless you want to deal with the run-around.

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.

SAN FRANCISCO, CALIFORNIA -- My girlfriend and I recently moved across the country and wanted to buy a new mattress. On our way there, we found out, from our own proactive work, that the mattress wasn't going to arrive in time. We requested a loaner mattress until the real mattress shows up so we wouldn't have to sleep on the floor. It wasn't the mattress we wanted, but it was better than the floor. Once the real mattress was ready, they shipped it out to us. However, when they came to pick up the loaner mattress, they refused it due to a hole smaller than a penny. They advised us to call district supervisors to approve the pickup. We had 5 separate calls leading us to believe the swap would be approved as long as we kept following up with the customer service teams.

Then, after hours of back and forth, the supervisor tells us they won't take it back because of the hole. We slept on this for mattress two nights, have no pets, and couldn't have punctured holes in the mattress while we had it, but they refused to take it back. They even sent us the blurry picture of the mattress when they first dropped it off as proof of non-damage. Even if there was a giant rip on the center of it, the picture wouldn't be clear enough to determine it. So here we are stuck with the LOANER mattress that we didn't want in the first place instead of our purchased mattress. Terrible service just to get a mattress. They shouldn't have messed our drop off date up in the first place. We will never buy from this company again. Do yourself a favor and go somewhere else. Avoid the stress.

RANCHO CORDOVA, CALIFORNIA -- I would like to warn people. Do not buy a mattress from Mattress Firm/former name Sleep Train. They do not honor their warranties.
I paid 1100.00 for a new pillow top bed. In less than 4 years our mattress has sunk in and is clearly under their warranty. They tried to say they would not cover the mattress due to stains on the mattress. There are no stains on our mattress... They are using any excuse not to cover their warranty. Do not buy a mattress from these people. They are crooks.

STONE MOUNTAIN, GEORGIA -- I bought over the phone from Mattress Firm a box spring foundation for Tempur-Pedic mattress. When it was delivered the bottom of the box was stapled in a haphazard manner and part of the lining was not fastened. The box seemed a little smaller than my queen size mattress!! Then after I started putting sheets, blankets and pillows back on bed I noticed that it was WARPED!!!