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/.
ORANGE PARK, FLORIDA -- This is the crookedest company I have ever dealt with! This is the first time I have ever post on any site! This company sells you a bed and adjustable bed frame then tells you you can return the mattress but not the adjustable bed frame. Sounded ok but then when your bed is hard as a rock and want to change it out! You find out most of the money went towards the adjustable bed frame (nonreturnable) so you're getting such little money back to add to upgrade. The mattress ends up costing you 5000.00!!! The mattress didn't even come close to the softness of the one in the store after 120 days! Don't let them tell you it will soften up! It won't! Stay away from this place!
ON LINE -- I am having some issues with the installation of an adjustable base which I purchased online from Mattress Firm. Have placed 6 or 7 phone calls within the past few days and was placed on hold. "All representatives are busy". This is the message I received on ALL of the calls I made. I remained on hold (with no exaggeration) for at least one half hour each time. A recording would come on now and again advising that if I wanted a call back to press #1 and leave a phone number. I did so each time (after waiting approximately one-half hour). The recording verified my phone number.
To this date, I have not received a phone call. Have tried to get in touch with the online salesman, Chris **, who sold me the product, but never heard from him either. DO NOT PLACE ANY ORDERS FOR ANY PRODUCT ONLINE FROM MATTRESS FIRM. Once they sell you the product and made their commission, they don't want to deal with you. Now, I have nowhere to turn to regarding the problem.
CLIFTON PARK, NEW YORK -- Bought new mattress, sales representative Vinny ** said we have a one hundred twenty day refund policy, no questions asked. Three months later huge sag in middle of mattress, began hurting my back, could not sleep on bed, slept on couch. Spoke with sales rep. Spoke with manager, they even sent out the "mattress marshal" at our expense!!! Said it meets the policy for return, but the company said NO not company problem, within guidelines.
So five hundred dollars, and three months of arguing, we still have that crap mattress, our cats are ok sleeping on it in the basement. So after a week of getting jerked around we bought a mattress at Metro Mattress, quick delivery, honest sales reps. And they gave us a discount because of what we went through with Mattress unfirm.
PEWAUKEE, WISCONSIN -- Talking to salesman about mattress for a while. Other people came in looking at more expensive mattresses so he excused himself and talked to them. He then came back to me and told me he could give me a deal on Simmons Beautyrest. I said I was going to Steinhafels and would be back. Steinhafels' mattress was more so went back to Mattress Firm but then the salesman told me he offered me the deal on another mattress and not the one we were really talking about. He wanted to give me a much cheaper mattress. Definitely a bait and switch maneuver. I was livid, left and went to Steinhafel's where I got a great deal on a mattress. Go to Steinhafel's first. Avoid this store!!!
KALISPELL, MONTANA, MONTANTA -- I bought a bed back over a holiday weekend and received a fairly good deal, but as I was being helped by the owner/manager he ended pushing in the bed and tearing the mattress. I brought it back in and tried talking to the owner. He refused to look at his mistake. I asked him to please at least please look at what had happened. He again refused. I called corporate and they told me they could do nothing since it was a privately owned franchise.
I went back and forth with corporate and I was told via corporate that he didn't want me back in his store. He said I berated him in his store. I personally waited until he had no customers and tried to explain what he did to my new queen bed. He proceeded to again deny what he did. This pissed me off and I yes I tried to explain it to him again and he wouldn't budge or come outside and tried to blame everything on me and my father in-law.
MADISON, WISCONSIN -- After having the mattress for less than a month, it was sagging. We should have kept our old one, it was much better. We wanted a different one, you had to have a representative come out, there wasn't a representative in our area so we had to send pics of the mattress. Tried to email the pics, they wouldn't go through so I sent them in the mail. Went back and forth with the salesperson in Madison, asked to speak with the regional representative. Finally was able to reach him, but not much help.
We contacted the Wisconsin Attorney General's office but not much help there. We finally decided to reach out to one of the Madison TV stations who help consumers with these type of issues. After several communications back and forth between the TV station and the Regional Rep we were able to pick out a new mattress. Your best bet in these situations is to get help wherever you can. There are advocates out there to help consumers. And a lot of them are VOLUNTEERS!!!