Mattress Firm Consumer Reviews - Page 3

SICKLERVILLE, NEW JERSEY -- I have purchased every mattress I've ever owned in my adult life from Sleepy's. Always left happy. This last time I even left happy. My salesperson, Linda, was fantastic! Then the delivery happened or didn't happen. My mattress I purchased 5 years ago went sideways and can no longer be comfortably slept on. I called about the warranty and Mattress Firm honored mt warranty. I went to the store to select a new mattress and significantly upgraded from the previous mattress. Delivery day came and the delivery men came in and started taking photos of my old mattress. They found stains I hadn't seen. I always kept a mattress protector on my mattress but I do have animals so over 5 years and a move I'd bee surprised if they hadn't found a small stain somewhere. This wasn't the issue. The issue was is they REFUSED to give me the new mattress I just paid $880 for!!! I told them I don't care about the warranty, I'll just pay the difference. Nope! They would not give me my mattress. Now I must wait until the Mattress gets back to the warehouse and the ticket is rewritten! I went to the store and Linda wasn't there so I spoke with Steve. Steve told me he wanted to discount the $354 for the warranty off the price and get the mattress delivered back out to me. Steve never called me back so I'm assuming he couldn't do it which is fine at this point cause my 20 year relationship with Sleepy's/Matttress Firm is over. Give me my $880 back and I'll go elsewhere. Oh but that can't be done till next week and then I have to wait 3-5 business days for the money to go back on my card. I saved to buy a mattress and now Mattress Firm gets to hold my money for 2 weeks so I can't buy another mattress somewhere else. All I needed was a new mattress and now I'm caught up in all of Mattress Firm's ridiculous policies and red tape that only benefit Matttress Firm, NOT the customer!
https://m.youtube.com/watch?v=ugDdiph4i3s

ORLAND PARK, ILLINOIS -- We purchased the Tempur-Contour Elite mattress on 24th of August in Mattress Firm Store in Orland Park Illinois. We read a lot of good reviews about the Tempur-Pedic mattresses so decided to try it despite pretty high price. I do have two herniated discs, and was trying to find a mattress which would help me to get a good night sleep.
Unfortunately the mattress did not work out very well, so we decided to go back to the store and talk to the sales representative about it. When we explained the situation, that our sleep was getting worse and told that we would like to return it, he strongly advised to try another mattress. We did ask our salesman about the possibility of not finding comfort with the new mattress as well. We were assured not to worry about it, that we will be able to return or exchange it if need, that Mattress Firm return policies are very flexible, that we have almost half a year to return or exchange the mattress, and that Mattress Firm wants their customers to be happy so they definitely will take care of us. Somehow, intentionally or not, he forgot to mention one little detail that mattress firm only offers one return or exchange and only within 120 days. Unfortunately that we got to know only when calling in last week asking to return the mattress as our sleep was getting worse and worse, and we were waking up with terrible back pain every morning. Despite the assurance of the sales person that we need to sleep on it longer than just couple weeks that the mattress needs to adjust to our bodies and it takes a while, it only got worse and to the point where we started using our old spring mattress and had to put the new one next to our bed.
Our efforts to return the mattress did not give any results, as we were told that Mattress Firm policy lets us return/exchange the mattress within 120 days and we only have one time to do so. The same we were told by manager even after explaining the whole story and telling about the promises we heard from the sales person. I even had to listen to him saying that I would say anything now just to return the mattress. The manager's answer to my offer to make a conference call with the sales person who gave us all these promises and ask him about them again was: “I will not make any conference calls!”
All I wanted them to do, was to honor their promises, which they made all along the way. Unfortunately it looks like they will promise anything in order for you to keep the mattress within the return/exchange policy period. After that you are on your own.

JACKSONVILLE, FLORIDA -- The customer service representative fraudulently lied to my fiancé and I about price matching a 60 month financing deal for $599 or more on a mattress. We repeatedly asked before she ran our credit that we would be able to pay 60 months with no interest for a 879 price tag (like 6 times prior to our credit taking a hit). It was not until after she ran our credit for a hard inquiry that she told us she would not be able to match the 60 month financing (not because of our credit considering we got approved for $6600).

The deal she said she could match was a Black Friday deal that ended on that day. So not only were we lied to about monthly payments and financing but our credit was hit for something we did not agree to, and we missed the sale at Rooms to Go! Save your time and spend your money at a more honest establishment that backs up their customer!

CHARLOTTE, NORTH CAROLINA -- We purchased a California King mattress approximately 2 years ago to replace a mattress that was 12 years old that we loved. The mattress developed a significant bulge out the side of the mattress after about 18 months. It sagged about 4-5 inches right at the side of the bed and the side bulged out 4-5 inches as well. When we submitted a warranty claim, it was denied citing that we did not provide adequate support for the box spring which in the fine print requires at least 5 slats that are at least 1x4 in size.

Our bed has 4 supports that are 1x4's. The box spring is in pristine condition, the area of the failure is completely supported by the sideboard of the bed. Our previous mattress never had any issues (we moved to to another house). They are hiding behind the fine print to deny our claim. SHAME on you given that the slats were in no way shape or form related to the manufacturing defect.

OCALA, FLORIDA -- I purchased this bed for my sick, elderly mother. The frame broke down after a short time. Every time I called the warranty dept they said I needed the serial # of the frame. I asked several times, several calls if they could find it under my name or phone #. They said NO! I had to hire a handyman to find this very obscure, hidden number that's under the metal frame. When I called today with that number "Tahika" said they already had the serial number. It was listed under my name. This service except for the very helpful person today gets a very low score from me. They were extremely not helpful. I felt like I was bothering them to say the least.

NORTH CANTON, OHIO -- I went to Mattress Firm because of a sale. I picked out a mattress and was going to wait until my tax return on a few weeks but sale would have been over. The sales lady told me about financing that was same as cash. I paid a delivery fee and also was told that I needed to pay deposit. I paid the deposit believing it would be deducted from amount owed. The finance company still charged me full amount of mattress. What a rip off. Mattress Firm refused to do anything. Worst mattress ever bought and worst company I ever dealt with. Go buy a mattress somewhere else.

ARLINGTON, TEXAS -- Do your research. Mattress Firm has the worse return policy in the business. We purchased two twins for a king size. They were uncomfortable and sagged so we returned them in 1 week. Charge was $250 per bed to return ($500). Replaced it with a King which caused back issues. Returned within 2 weeks, $500 charge. They tell you they have a guarantee and want you to find a bed that works... If you don't, beware. No flexibility, No understanding. Company Policy. Shop the competition - no one has this bad of policy. Found 5 competitors that have 100% no return charge guarantees.

ILLINOIS -- I bought a mattress that cost $900 for a guest room and did not really start using it until later. After the initial warranty had passed (120 days) we realized we are not happy with the mattress, you have the feeling you are sliding off the mattress and not really comfortable. I filed a warranty claim on their website and their guarantee is that it will be resolve in 5 business days. I heard back from them that they needed more pictures. After I responded with more pictures to them I never heard back form them. I made several attempts to contact them and finally today on live chat, after a long search of the e-mail and communication, they did not qualify the mattress as defective and said I could resubmit the claim in 60-90 days. I would never use them, expensive products with bad quality and not professional customer service. There are better mattresses out there.

VIRGINIA -- I purchased a mattress and box spring for my son who visits me about every 4 to six weeks. He sits on the side of the bed when using his phone and reading. I recently had to sleep in his room and what a surprise. When trying to lie down there is an impression, sag that tries to roll me to the side.

This was not a cheap mattress and the sales lady tried to tell me that mattresses will mold to your body after a while and this was normal. What is Mattress Firm selling us? It appears to be inferior quality. I was told to go to the warranty web site and read it. I have never had a mattress sag because you sat on the side, and never will I purchase a mattress from a "Big Mattress Box Company" again. Thanks.

WAHINGTON, DISTRICT OF COLUMBIA -- In May 2018, I was helping a sick 89 year old retired school teacher purchase a mattress (over $500) by phone. The mattress delivery people broke her front door and it would not close. We called the company and they told us to get it fixed and to take before & after pictures and a picture of the payment so they could reimburse her. We emailed the required information the SAME DAY on my email because she has no internet. After numerous phones calls to various managers, she still has not been reimbursed. As we all know teachers are woefully underpaid and their retirements are even less, so she needs her money. This month she will turn 90. By now they should reimburse her the entire amount of the mattress. This is the worst customer service I have ever experienced. Mattress Firm should be boycotted.