Mattress Firm Consumer Reviews - Page 4

HAMILTON, NEW JERSEY -- In Feb 2018 I purchased a mattress from Mattress Firm and in June 2018 there was a one foot "dent" in the center of my mattress. I called the company about my problem and they said I had to file a claim online. The online process was ridiculous but after 2 hours of downloading guides, taking 9 photos and uploading everything required (they made me use a broom for a prop) I sent in the claim.

Within 5 days I had my response. "We are sorry to inform you that the product expectations had been met." I cannot believe that they would actually make a decision based on photos submitted online. They also offered to have a 3rd party come to my home for the low price of $79.99 to offer a second opinion. Travel expense would be extra. I have never had this kind of treatment from a mattress or furniture company in my life. My recommendation is to never, ever purchase anything from Mattress Firm.

PERU, ILLINOIS -- We purchased a mattress early July. It is now the end of the month, three delivery dates later and we finally have the wrong mattress. We still do not have the mattress we purchased and promised. The mattress we received is terrible. We may or may not get our mattress in two more weeks. The whole process has been terrible. The poor great sales staff will lose business if Mattress firm cannot deliver their products that they sell in the store. If you buy from them, plan on maybe or maybe not getting your product in a reasonable amount of time.

HOUSTON, TEXAS -- Dealt with a very nice salesman. But from that point on the service was horrible. It took 5 different delivery appointments for us to finally get the parts we paid for and this took months. Just for example, we ordered the headboard. It did not come with the bed but we waited for it several weeks. We were told that the problem was that the brackets had to be "imported" from some place and they would come out and install the headboard when the brackets arrived.

Eventually the headboard and brackets arrived but the installers said they were the wrong brackets. We waited again. The next delivery people said that it was the wrong base. We, of course are making many phone calls to the store and eventually to the warehouse.

Finally a team arrives with another set of brackets only to tell us that our salesman needs to go to Lowe's and buy a longer screw! But when we get on the phone calling the salesman right then, one of the delivery people starts assembling the headboard with the brackets they brought which it turns out were exactly the same as the first ones weeks ago! Now, I have not even mentioned that the mattresses had to be replaced because one was too short and the other was "crimped" in the middle!

ARIZONA -- I tried to place an order online for a mattress pad. The system said my order wasn't processed because they were experiencing difficulties on their end and to try again in a few moments - which I did and I received the same error message again. At that point I got two fraud alerts from my bank, that even though my order didn't go through with Mattress Firm they tried to charge my credit card.

I then placed my order over the phone. I received an email confirmation that showed a delivery date of 12/31/2030? After 3 days of hearing nothing more, I tried to call, was placed on hold for over 20 minutes, called back and again on hold for another 10 minutes. Silly me, I was suppose to know that 12/31/2030 is a place holder date for orders that they don't know when they are shipping... Ranks as overall bad experience.

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.

FERGUS FALLS, MINNESOTA -- A week ago I wrote a review on a delivery issue: this is an update. The mattress and adjustable frames were delivered today without problems. I got a call from Mattress Firm with an approximate delivery time; closer to that time one of the delivery men called and said they were about half an hour away. In spite of a lot of road construction in the area they were on time - removal of the old king size bed and set up of the new one took a quick 30 minutes including a wall clearance check after setup. The 2 young men from 2 Vets Moving Company were polite and efficient and did not leave any plastic wrap, tape, etc.