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.
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.
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!!!
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.
SOUTHAMPTON, NEW YORK -- I purchased a Hush Plush mattress at Mattress Firm. The delivery made this purchase even worse than the substandard quality of the mattress. The delivery window was ignored and the mattress was the wrong size and had to be replaced. I decided to cancel but when they dragged my mattress out to the truck they gashed inside so I now really needed a new mattress. On the way out they left black grease on my newly painted staircase. On the 2nd mattress delivery day the truck broke down so the two hour window became a 6 hour window.
Locating my salesman was nearly impossible since they move their people from store to store and the people answering the phone are busy with customers. They do not care as it is not their sale. My was not helpful. Even one phone call to delivery seemed like too much to ask. I was persistent and FINALLY he made the call to distribution to help determine if the truck would arrive at all. Two completely wasted days!
The mattress itself, which I supposedly saved $ $200 on, is truly a piece of junk. It was $775 for a 10” high, queen, I have since compared prices at local stores and Mattress Firm is a ripoff. At the store the mattress felt good in the twin size but does not feel nearly as comfy in the queen. It is worse than the old one, cannot be turned, is made of a low quality material, easy to tear fabric on the side, and no pulls to turn it over because only one side can be used. After comparing prices at other stores I feel I overpaid by at least $300.
There is no replacement possible and the warranty only covers manufacturer's defects. It is a very poor warranty. I asked about in the store but was told it would come with the delivery. The delivery had no papers for me. Mattress Firm is a ripoff. Stay away unless you want to overpay for poor quality and terrible delivery. You cannot exchange your mattress. The Hush Plush is a piece of junk.
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.
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!