Mattress Firm Consumer Reviews - Page 2

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/.

PROVO, UTAH -- I purchased $3,110.73 in mattresses and bedding from the Mattress Firm in Provo, Utah on 9/6/2015. Matt, the salesperson was absolutely fantastic! He arranged delivery to my home of all items on Saturday, 9-12-15 at approximately 9 am. Saturday came and at 11:30 am, I had not received my purchase. I called Matt and asked where my delivery was. Matt made some calls and discovered that not only had the warehouse not fulfilled my order, they did not have the complete order available. I was disappointed, but agreed to accept two of the three mattresses on Monday, 9-14-15 at approximately 12pm. I was assured that the delivery would be made.

On Monday, 9-14-15, I received a call from Matt explaining that the delivery wouldn't becoming because the warehouse was unable to fulfill it. Matt, apologized and tried to arrange another time. Having had enough time wasted sitting around waiting for things I had paid for and my children sleeping on the floor waiting for beds that never came, I cancelled the order and asked for an immediate refund. Matt said that it would take 5 days to get the refund of the cash I paid for the bedding. I told Matt that was not acceptable as I needed the money to purchase beds from somewhere else and I didn't want my kids sleeping on the floor that long.

Matt, who has been amazing through this whole situation said he would call his Area Manager. A few minutes after speaking to Matt on 9-14-2015, his Area Manager called and basically told me there was nothing he could do. He explained that the refund had to be approved to confirm the condition of the merchandise that was returned. I told him that I never received the merchandise. He didn't know what to say.

I did drop the F-bomb once, and all he could do was get upset at me for being angry and saying a naughty word. What a complete failure in following through on a purchase. It cost me time from work, a missed soccer game and two wonderful kids without beds to sleep on. Matt was great. Nothing but thanks.

TEXAS -- I ordered a mattress through Mattress Firm web site! I was quoted 3 to 5 day arrival via FedEx. I agreed and I cancelled a mattress from another company that was going to take longer. So I wait, after 7 days of not receiving any tracking info and my order status showing as shipping TBD to be determined, I tried calling the 800#.
This number never answers, it's looped to just give you canned answers, tells you to email them and then disconnects you! So I emailed, a total of 4 times over the course of another 5 or 6 days and never received a response. I tried to get back on chat on web site several times and as soon as you start to explain about a problem they give you the email address and disconnect the chat! Their excuse, they are overwhelmed with Covid 19. But they have a special team dedicated to handling concerns and inquiries. I had signed up for a mattress firm credit card. I called and cancelled it, I have yet to receive a response from my emails. I can't cancel my order because no one will respond. They will gladly take your money and sell you something though, sales lines are fully open!
So I found the link to review, after submitting my review I received an email saying that it would be reviewed to see if it met their standards. Well guess what, they rejected my review. So it's been almost 2 weeks since I've ordered and I have no ship date and no response and no way to cancel. This company is a bunch of moronic losers! Funny how they can take time to review my review and email me twice regarding it but they refuse to email me or call regarding my order that was promised to arrive in 3 to 5 days.
Never Never again will I trust this company.

Worst experience ever in buying a bed. I found them online, had a special "buy a mattress of 499.00 and get a free adjustable base". I find the mattress (king) I want go to check out using the free base code, it says cannot deliver to address. I talk to a sales assoc on live chat, says if I get the base it is a 229.00 delivery fee. The sales representative said I was out of the delivery zone from their warehouse. I declined, found a base at Walmart for half the price with free shipping. In the meantime, I order just the mattress, I get an email confirming my purchase with a delivery date of Jan 2.

I track the mattress and it says TBA (to be announced). I chat online again with a sales representative who put me over to another representative in customer service, Alanna. I ask why I can't track the order when it is suppose to be delivered tomorrow, she tells me that it can take 5-7 business days to ship. Now I ordered this on 12/27/19.

I explain it has been this time period from time of confirmation to delivery date given. She then tells me they have until Jan 8 to ship the mattress out. I explained that is way over the 5-7 business days. So this cust serv representative gets nasty with me, no apologies, nothing and tells me it is coming from a third party. Now earlier, no shipment on the base due to THEIR warehouse not in my zone.

I then ask Alanna, has the mattress shipped? Her reply was NO. I told her to cancel my order and I would go someplace else to buy a mattress. I also explained that it is illegal to charge my bank account for a product that hasn't been shipped, they can put a hold on the account until shipment occurs, she assures me I am wrong. I didn't bother to argue the fact that it is illegal to charge for a service or product that hasn't been fully processed (shipped).

Alanna then tells me it will take 24-48 hrs to start a cancellation and they will reach out to the shipper to cancel my shipment and the refund will take 7-10 business days. Now I have a base coming tomorrow from Walmart and now no mattress. Thankfully I didn't get rid of my old bed. I will follow up on this once I receive my refund. I have a feeling this is not over yet, not by a long shot. Giving this company a one star is overrated, wish you could put no stars.

ALEXANDRIA, VIRGINIA -- I bought two purple mattresses to make a split king. One number 2 and one number 3 twin XL. Unfortunately, the mattresses did not work as I have small dogs and their legs were getting caught between the mattresses. I called Mattress Firm and told them I needed the mattresses to go back but would like a purple 3 king size. Today the guys arrived to exchange the mattresses. Mind you I have only had the present mattresses for four days. They see a thread on one mattress and say they have to send it in for approval. I show them the same kind of thread problem on the other mattress. The guys had wrapped up the mattress obviously believing it would get approved, yet it got denied. This was flabbergasting!!!

For a thread which was obviously there when it was delivered. I had the mattresses for four days. In that time they were covered with a mattress protector in addition to sheets, blankets, and a comforter. There is NO way I did anything to the mattress. They obviously came with these flaws. I didn't even sleep on one of the mattresses. However Mattress Firm refused to take my mattresses back. I called the sales representative who at first told me there was nothing he could do, after hearing the anger in my voice, he finally said he would see what you could do. Of course they would have to charge me $79.99 for redelivery. I said that was unacceptable as they would be at my house to pick up the other mattresses anyway. He waived the charge.

When the guys came to deliver the mattresses I asked them what happens when the purple mattresses goes back to the warehouse. They told me that they replace the outer cover of the mattress, and ensure the mattress is cleaned. So I said then it really didn't matter that there was a loose thread on the outer covering. They said no, it didn't make any sense. This pissed me off even more. In the end I received my king purple mattress and I love it. But it did not have to be a contentious exchange.

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.

JERSEY CITY, NEW JERSEY -- The NJ/NY team is trash. I requested to exchange my medium firm bed to a firm which complied with their 120 day guarantee to switch your bed if you're not happy. This was back in January. We're now in April and I still don't have my firm bed. And why you ask? Because their customer service department do not communicate with the warehouses. They'll tell you whatever you want to hear while you're on the phone (if you're even able to get them on the phone. Wait times are extremely long and the live chat people have very limited reach with what they can help with) and when the delivery team gets to you it's a whole different story than what customer service told you. They tried to say they wouldn't take my bed back because of a stain. Here's the kicker. The stain was there when they delivered my bed originally. I took pictures of the stains when it was delivered but I figured since I watched them unwrap it in front of me
It must've been some sort of manufacturing stain. Long story short, I sent the pictures I originally took of the stains the day of delivery to mattress firm's customer service email. They realized it was a mistake on their end and assured me that the next time the delivery team came they would be fully aware of the situation. 4 delivery attempts later I do not have my firm bed because every time the delivery team comes they say they did not get any instructions to exchange from their manager. It is utterly ridiculous how the same thing as happened 4 times without being able to be corrected. I wish I would have never gotten into business with this company. Not to mention the customer service team never seems very willing to help or sympathetic to your situation, they all have attitudes and tell you they're “sorry for your frustrations” in the most monotone way. Best advice would be to go to another
mattress store if you want avoid the migraines this place will cause you.

PLANO, TEXAS -- I bought a HAMPTON AND RHODES mattress set back on June 19, 2017 at the Mattress Firm in Plano, TX on Park st. I believe HAMPTON AND RHODES is Mattress Frim own brand. By July the box spring was very squeaky. I called the manager and he offered to exchange my box spring. He scheduled it out for me for a Friday afternoon. I took that half day off of work and waited patiently until the evening. After them not arriving, I called him asking him about the delivery. He told me he would call the warehouse to see what was happening. He did not call me back. I called about 20 minutes later and the store was already closed. When I called on Saturday, the person on duty said that the manager was not in. I explained to him what had happened and told him I would like to talk to the district manager. He literally burst out laughing and told me the district manager would not take his time to speak to me about something like this. I was very upset and called the store on Willow Bend in Plano TX. The manager on duty checked the order. It had NOT been placed. She went ahead and placed if for me. She encouraged me to upgrade my mattress, which I did, and gave me a mattress cover for free. She was great. I got my delivery on time. I never received a call from the other manager at all, even though I asked for him to call me. I believe his name is Gabriel. By October the box spring was squeaking again, terribly. I called customer service and all they offered was to give me store credit, but I was told that they would have to pick up their DEFFECTIVE BOX SPING AND CHARGE ME $79.00 TO DO SO. So I would have to pay them to pick up their malfunctioning product and give me store credit. I would never buy a product from them again. Why would I want a store credit? And why am I having to pay for it to be picked up if its defective? This is a TERRIBLE PRODUCT AND I received TERRIBLE SERVICE AT THAT STORE. I am very upset about the whole situation.

MASSACHUSETTS -- OK so ill start at the beginning my wife and I live on the Vineyard we took the boat over to Falmouth on our one year wedding anniversary May 8, 2017 with the hopes of buying a new bed that we picked out online when we got to the store we greeted the only person in the store Jason the sales person after trying out some mattresses in person we came to the conclusion that we wanted to purchase the firm queen sized beauty rest and we must've said firm at least 3 or 4 times to Jason as he wrote up our order and we thought we were getting what we paid for the firm queen size mattress well a week later a couple guys came to deliver the mattress they stuffed it through the door and off they went we thought we had been delivered firm mattress and we proceeded to sleep on it but after only A short time maybe one month or so we noticed the sinking in of the mattress and there seemed like there wasn't much back support .. at this point we called the store because we knew we were getting close to the 120 days we told him about the sinking of the mattress he told us to bring in a picture of it and we will be all set well-being from the island we couldn't make it over there until a week later and we were just a couple days past the 120 day return time we went into the store talk to the sales person who said Jason messed up orders all the timeand was no longer with the company it is at this point where we found out we had been delivered the wrong mattress in the first place So we showed him the picture of the impression/crease and even though we let him know we were interested in upgrading to a king firm mattress the salesperson said he couldn't do anything for us and we had to go through the warranty people. Which we did. That turned out to be a nightmare and through them we found out we were sold a floor model and they denied our claim so we totally feel ripped off for $700 for the mattress and box spring set that only lasted three months all we wanted is a comfortable sleep and we still don't have that at this point and it's almost December. We haven't had a good sleep for the whole time we've had the mattress this has been and continues to be an awful experience... the way this company does business is shameful!