Mattress Firm
Reviews and Complaints

I have purchased 4 sets of mattress at Mattress Firm since 2016 and when I attempted to file a claim for a mattress replacement relating to the receipt attached (which shows details with date of purchase, product name, etc.), I was told it would not honor my claim of replacing my mattress because it had a stain, although the stain was nowhere near the sagging part of the mattress.

4/11/22 I ordered a mattress thru the chat (Gina) hung up the chat before I could tell the mattress she order was the wrong one. I immediately, chat with another rep to cancel the order and switch my order to the right one. She could not change the order. So, on the same day 4/11 I requested a refund. I call the next day and request the refund again 4/12. The guy I spoke to also cancel the order at the warehouse. 4/13 I get a delivery email, so I called back and requested a refund and asked the rep to cancel the delivery as well. He said he did. Well, the box spring was dropped off at my door when I was not home on 4/13/22. I call mattress firm and stated I wanted the delivery guys to come back and pick up the mattress - they could not. I chat again and put in a request to have the mattress picked up on 4/13/22. Today is 4/14/22 and they still cannot schedule a pickup time for the mattress. I want to purchase a new box spring, but I cannot until you pick up the one, I did not authorize to be delivered. The time is 4:27 pm on 4/14/22 and I cannot get an appointment for the guy to come back for pickup. I am waiting on my refund as well and no one is helpful. Please advise. I would like to drop it off at the store but told they will not take it. I need someone to pick up the box spring ASAP. I can be reached at [protected]

Order # S039102958 . LeVern Sanford.

On March 19, 2022 my husband and i went to the Atlanta Home Show. We spoke to a Andrew Boyd sales rep. /mattress expert. We completed a credit application for $8300 and the system went down prior to our signing a Mattress Firm contract . So we wnt home and Andrew said he would email the contract for Le to sign. We decided not to purchase the matteress for $8k+ so i texted Andress Boyd cell phone number to cancel the order immediately. He said he would cancel the order which was Sunday March 20th the very next day. Around a week later we received a box via a carrier with pillows and mattress sheets /or cover in it. I immediately text Andrew several times without a response. So i was directed to another manager and was told Anderw was on vacation. Mike Beck at the Fayetteville Mattress Firm location said he would look into the matter and get back with me. He told me the systems are different at the home show than in the brick and mortar stores so he was not able to look at the order but that he would contact someone else who could. I waited until the close of the day to hear back from Mike but he did not call me so i called him back. He was unable to cancel but would get it done . I did not receive a call or email from anyone so i called but Mike was on his days off the week of April 4th. I called back on April 11th and Mike was at a different location 770.251.8655. Mike answred and told me they cancellation was in process but i had to return the pillow and sheet or cover before they would process. I now asked him for a email to confirm the process was taking place, he did send it. Andrew Boyd is not very customer service driven since not once did he bother to call me or text me about the process of the cancellation . I have been dealing with this problem for several weeks. Now i have to drive to one of your locations to return the pillow / sheets on my time and gas money. This is not a very good look for a company that touts themselves as customer service driven. Thank you, Beverly Green-Sanford

Our new $4,899.99 mattress collapsed in the middle on the left side. the mattress was purchase on 5/31/21and delivered 6/11/21. I went on- line to their website and completed to complaint process which included photos they specifically asked for. They responded in a timely way and rejected the claim.

However, their explanation of for denial was that the bed did not have center support made no sense. I have two 2x6 boards running in the center of the bed beneath the three mental cross pieces. I sent a follow up e-mail and explained this and also told them they could view the support in the original photos sent. I have never heard back form them again.

[protected] I entered the store was not greeded so i looked around and asked if i could have a bed pulled down she was busy. I finally sat down with Kolby store manager I wanted to pay cash but he said that they wouldent let me He never explained the financing to me I just printed off the rental-purchase agreement.

and I want this agreement caneled immediatley and the $62.75 he never told me was being taken out of my account. He pulled a hard copy of my credit report with out my permission.

Bought a $450 dollar mattress on 2/20/22. The mattress that was delivered was the cheapest, sorriest piece of junk I have ever seen. Definitely not how the floor demo appeared. Paid $79 to have it delivered and old one hauled off. Their policy is $79 for pickup on returns/refunds, and 20% restock fee. I ended up paying $250 for nothing. Very expensive mistake.

I visited a store in Shiloh IL and Grady was my salesman. He was a bit aggressive when communicating but I figured it was just him being a salesman and brushed it off. However, when he got closer to me I could smell alcohol on his breath and his eyes were bloodshot. He reeked of marijuana and you could easily tell he had a few drinks before I had come in. He made passive aggressive remarks which made me extremely uncomfortable and even made an inappropriate “joke”. I left due to the comment and he even wanted to say something as I was leaving. I will never come back to this company again. Who hires these people?!? If I could rate zero stars I would. I’m not normally one to complain but I could honestly not get out of there fast enough.

I bought a mattress from your location in crest hill Joliet near the mall right off of i55. Had to wait 4 months before I got one. Had to go with another because the factory was slow in making the one we wanted.

So ok we took what they offered. But a few months later it dipped on the sides where we sat to get up. Left messages were told it should go back up. Well, guess what never did. I will never ever buy there again and I have notified everyone i know not to go there. A BBB report was made your store never responded to it. Now the remote won't work I give up.

We have a mattress we purchased on Feb 23 2021 and the coil is popping out of the sides top and bottom of the mattress. We were told to file a warranty claim and provide photos. Most of these photos had nothing to do with the part where the coil is popping out. This is so bad it damaged our box spring and foam topper that was on top of the mattress. If we didn't have the topper it would have stabbed us while we were sleeping on it. Our warranty claim was denied. This is not even a year old! We are asking for a refund or replacement of a safer mattress. We would even be will to accept a credit to purchase a brand name that is safer and will last more than a year. This is not acceptable we have a defective product and you are refusing to replace it!

VERY happy with the sales team & the folks at this store. However, what we're really unhappy with was the treatment by the exchange team/dispatch when we were trying to exchange a mattress that was horrible for our backs. Got it on 10/2/21. We went out of town right after getting it, so we slept on it about 1 month before deciding to go with a different mattress that didn't hurt our backs - everything went great at the store itself - set up exchange and delivery - it got postponed due to the snow (which was kind of expected, so no big deal). But today 12/30/21 our exchange came in, & the 2 guys picking up the one we didn't want were thumbing around & handling the mattress to take photos for dispatch. Then they point out a slightly off-white marking on the edge of the bed about the size of a dime, shaped exactly like a thumb print. He hands me his phone to talk to dispatch who tell me they would not take the mattress due to a "stain" & how it couldn't be resold. We definitely did NOT make that "stain", as there is no way it would've been us - we put the protector on the mattress as soon as we got it. We don't eat or drink on the bed and would not have been possible for us to have made a mark on the bed. Either the mark was from the original delivery, it was on the mattress before being delivered, or the people that were supposed to pick it up today made the mark with one of their fingers while they were handling the mattress & taking photos.
BUT the so called "stain" does not look at all like a stain - it literally looks like a thumbprint smudge on the very edge of the bed where someone would have grabbed the mattress to move it - something we did not do. Because of this tiny mark, they refused to take the mattress, and then drove off with our new one we were supposed to receive. The lady that spoke to us from dispatch was very rude to me & my partner when asking about it/talking about the "stain". We called the store and the lady we spoke to was very patient and kind & said they would work to resolve it & move it up to higher authority on the matter - however, now we are worried that this will end up being a runaround - & that Mattress Firm is trying to screw us over. It really does seem like the delivery guys accidentally smudged the side of the bed when handling it & are now trying to cover their [censored] & not admit fault. The marking was clearly not caused by us, & can easily be wiped off with a wet nap - it isn't some stain from food or drink or anything - it's a hardly off-white thumbprint on the very edge of the mattress SEE PHOTOS. I would think logically that mattress firm does a basic cleaning of beds before "restocking" that would remove surface marks like this (not a stain). If they don't do that, then it makes me wonder if we originally received an "exchange"/restock bed that already had the mark on it to begin with.
We are upset about how this whole process was handled - now we have to wait an indefinite amount of time after waiting a week already for the rescheduled delivery - and have to continue sleeping on this highly uncomfortable mattress until (or IF) this problem gets resolved. We paid top price for a great mattress that didn't work out for us - we had to downgrade to a different mattress that was technically much cheaper - but exchanged for the same price due to "restocking" fees and "delivery costs" - which we were okay with, just so we could finally get a mattress that wasn't hard & uncomfortable causing back pain. We are very disappointed with Mattress Firm at this point - especially since this is our first purchase ever with them. We are going to fight for this to be resolved since we apparently have to.. & if it does not get resolved we will never purchase with Mattress Firm again.
We were extremely excited to finally get the replacement bed and be able to sleep comfortably again - this whole experience crushed that excitement and has left a very bad taste in our mouths regarding this company. I mean look at the photos! You can hardly see this "stain". What are they even talking about?

As indicated above Calking Prime mattress was purchased.
Beautyrest recharge world class mattress was delivered.
This mattress has collapsed to a mass of lumps.
My daughter now sleeps on the sofa.
I talked with STAN at a local mattress king location where the mattress was bought. He assured me that this issued would be solved quickly. He SUSPECTS the invoice was switched...Mattress Firms invoice is DIFFERENT than the invoice I have in hand and copies of the labels on the mattress itself.
I will give Mattress firm until Wednesday October 20, 2021 to remedy this issue with a NEW mattress delivered. I will call 12 on your side with my complaint, if this does not work I will take this to small claims court to resolve. This complaint is filed on behalf of Kim Weis whom has all paper work as well as the Mattress itself. I have been referred to TAMMY...District Manager in Fredericksburg, but, Mattress Firm will not give me any info on how to contact her. I can not find it on the website nor a corporate office phone number. I could not send photos because my copy was too large and your site would not accept it.
Gloria Huband
[protected] cell

We purchased a frame, mattress, pillows, mattress cover and sheets set at the Missouri State Fair. Our sales associate there was great! We were told that she would get back with us with our delivery date, and that the delivery service would contact us a couple of days before to arrange the time. our delivery date came and went with not contact or information from either Mattress Firm nor the delivery company. I tried to contact on the website - which is an absolute joke - zzzzack the automated csp knew nothing and gave me no helpful information except to get back with my original rep. I used the customer service phone number and they knew nothing either. I tried to contact our original rep several times with no luck - finding out later that she had been let go!? I called a nearby store and they tried to research our case, and eventually got a random email from an actual customer service person telling me to contact my original salesperson - WHAT a runaround! We finally got a call from the original rep (who btw had been fired but felt responsible for taking care of us) and she gave us the name of another rep. We called him and was promised that he would get back with us last Monday - have heard NOTHING! Our original order was made on August 15 and here it is nearly OCTOBER and no one seems to be able to help us. Mattress Firm your customer service process SUCKS!

I purchased a Mattress and it was delivered on June 11, 2021. They have a 120 day guarantee for any reason if you don't like it you can return it! I'm returning my mattress because it is defective and they are charging me a $450 restocking fee? How can you restock damaged goods? The only way they wouldn't charge me is if I purchased another mattress from them. I had a lot of other issues with the whole process with them and did not want to do business with them again.

I purchased a dual king bed. Top of the line. $14, 000. However. They didn't explain to me that having a split king, The beds move apart. I tried to contact them about this problem and that I was extremely dissatisfied. All they could say is if I wanted to send it back It would cost me another $600.00. Plus a new mattress. Totally unexpectable. They didn't even offer to work with me. The manager just chuckled and said if I wanted to change it I would keep the base. But have to pay the re stocking fee of $600.+. I figured anyone who spends over $14000.00 in there store on a stupid bed. Would get some sort of customer service. However. In my case. No. Would not recommend this store to anyone.