Mattress FirmReviews of mattressfirm.com

Honest? Not mattress firm they need to review their policy. No service nor help in resolving a broken adjustable bed 2 months old, even with purchasing a 5 year warranty Now this is not the American way. Do not buy from them.

Stay Away! Shop with a company that has a good reputation and with good reviews. Mattress Firm does not honor their 120 Night Sleep Trial guarantee. They use deceptive tactics and can’t be trusted. They lie. They did even give me a printed copy of the 120 Night Trail but said they did. Be sure to ask before you purchase and read the fine print.

I purchased two mattresses online for delivery on 1 April. I received two email updates confirming my delivery would be soon (on 1 April). Both messages said I would receive a call the night prior letting me know the delivery window. But I didn't get a call the night before ... and I didn't get my delivery on 1 April. When I called to ask why I did not recieve my order, I was told there was a mix-up with my address. So, my order was not loaded on the truck that day. When I called the next day to confirm delivery, I was told that both mattresses were discontinued and out-of-stock. The representative said the 'computer' never should have let me order the discontinued items in the first place -- over a week prior. And then, they tried to sell me two other mattresses!!! At no time before I called about the missed delivery, did anyone from MattressFirm attempt to contact me about an address 'mix-up' or the fact that they didn't even have the two items they sold me. Instead I waited in vain for mattresses that were part of a bait-and-switch scheme and then had to pay for a hotel room as I had no mattresses. There needs to be negative stars for the way this firm treats its' customers. (PS - They still have not refunded my payment!)

Terrible Exchange Policy – Bait and Switch Tactics! I recently purchased a mattress from Mattress Firm during a promotional sale. The mattress and base were part of a bundle deal, and I was happy with my purchase. However, after receiving it, I realized I needed a different size and requested an exchange. I was initially told that I would have to pay a $99.99 return processing fee, which I reluctantly accepted. However, despite the fact that the mattress price difference between sizes was originally minimal, they suddenly claimed that the mattress was no longer on sale, making the exchange cost $851.18 more! This is completely unfair and deceptive. When I bought the mattress, the price difference between sizes was always the same, no matter which one I selected. Now, they refuse to honor the same logic and insist on charging full price. Their excuse? "Promo codes are not valid for exchanges." This is a classic bait-and-switch tactic – they lure customers in with promotions, then make exchanges impossible without outrageous fees. Avoid Mattress Firm unless you enjoy getting scammed. I will make sure to share my experience across all review platforms so others don't fall into this trap.

Our local MattressFirm sold us a faulty BeautyRest mattress set and made us go through BeautyRest after the third party MF sent out to measure and photograph told us it was, indeed, faulty. MattressFirm sold us a mattress they knew had a tendency to crush down on the sides and top. Now we are stuck with an uncomfortable mattress in only our third year of purchasing it! What a waste of $2,000+!!!

I want to say that I have been threw HELL AND BACK, personally mislead as a customer like you would not believe!!! I walked into your Rockland plaza store and purchased iteams on 02-02-2025 originally got an amazing deal. My delivery came to my house and mind you after set up on 02-04-2025 my partner and I almost collapsed to the ground due to poor set up. The next day went back into the Rockland plaza store met with another rep who was amazing by the way and took our matter seriously ended up getting a good deal with protection plan. Then on 02-14-2025 I had seen online that the president's day sale was cheaper for a better mattress than the one I originally ordered and the adjustable frame was at a cheaper price then what I paid before the managers special that was originally applied. So I spoke with my original sales rep and asked to switch out my mattress and put me in a better one knowing to receive what was to be an adjustment to my lease in price and quality but was told to wait till wensday February 19th and meet with my original rep to make those actions. We'll lord and behold wensday February 19th came and I walked into the Nauet store and was told by the rep that my original sales rep was supposably Majorly sick and i mean ill mind you I felt horrible for i who have multiple major health issues take sickness seriously!!! Expressed to that rep what i was wanting to have adjusted and was told that I was misinformed so for the inconvenience the district manager would be willing to offer my switch out of my mattress and put me in the one I wanted for $100.00 more and that adjustments to my lease would not be honored as agreed with my original rep. Huge miscommunication on my original sales reps part!!!. Was then at that time told by that rep to personally call my rep and deal with what I needed and to also call another store manager from a different state and have them take care of me like I was now an employee and no longer a valued customer meanwhile chuckling at me in the most wise crack manner!!!. So after all that BS was said and done i was at that time told that a District Manager would be contacting for my current issue by 3pm or 48hrs. I ended up going to the Rockland Plaza store and told that rep mind you who was absolutely amazing but appalled from what they was hearing of what I just went threw with that other rep. Ended up calling their store manager Hovadis who just so happen to be in the area took my complaint to heart and offered me 10yr protection on both mattress and adjustable base with the $100.00 that was used with the rep from the other store, also told that MY ORIGINAL REP WAS NEVER SICK NOR ILL THEY JUST WAS GIVEN A DAY OFF. NOT COOL TO LIE ABOUT ANYONE BEING SICK!!!!. Now at this point I am told my new replacement will be delivered 02-20-2025 and all will be settled...got my replacement and was accused by the delivery reps that their was mattress damage which ended up being false and situation fixed on their part for mishandling the switch out approved by their supervisor to move forward and sign my invoice as all ok!!! Thank God!!!. Ended up going back into the Rockland Plaza store 02-21-2025 meeting with another rep expressed what happened with my delivery and current situation and finally got to speak with the District Manager that was supposed to take place the day before but was told that he wanted his employees to handle the situation....that's your job not your employees!!!! That's #1!!!!!. Moving forward i am very greatful for all your Manager has done for me..and...Naomi and Ed for handling my situation with compassion and respect and for taking me as a customer seriously 😊. ALL THIS COULD OF BEEN AVOIDED WITH BETTER COMMUNICATION AND CLEAR CUSTOMER SERVICE TRAINING.

I ordered a bed on Saturday. Wednesday now I'm told maybe this weekend I'll get it... another pos company who said call us to deal with it. No call room unless i was to purchase something. they send you to a local store to a salesman who has no idea... getting the feeling this place is a scam

I made the mistake of ordering a mattress on line. The store does not communicate with the online ordering. So my mattress delivery was changed from 26 November to 18 December when we had no one to help us take the mattress back to our bedroom and haul the old mattress away. Even though it was their fault I was willing to pay to have it delivered with mattress set up. There was no way to communicate this to the mattress delivery. Now I am having trouble setting up a new delivery date with help to set up in our bedroom. The local store in oak ridge cannot help us, just referring us to the website. So I will keep trying to reach them. This mattress was ordered in early November.