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.
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!!!
BATON ROUGE, LOUISIANA -- I recently purchased a mattress and box springs from Mattress Firm and was told by the sales associate that I would receive an automated call giving me a time slot for delivery. That did happen, and the time slot given for the delivery date was between 4 and 6 pm. On the day of delivery I had a few errands to do but I made sure to be home for the delivery. I was home by 3:15 pm to find that the delivery people had come and gone. I immediately called the sales associate and he gave me the distinct impression that he could not care any less. Fact is, he acted like it was my fault.
I told him to cancel the order. His response was a nonchalant "OK". He also told me that it would take 14 days for my refund. I've got 10 days left before I am suppose to get my refund back. My experience with Mattress Firm has been tremendously unpleasant, and their incompetence has caused me a huge inconvenience.