Mattress FirmReviews of mattressfirm.com

I ordered a mattress on August 12, 2024. They said it would be delivered Aug. 17, it never came. I called two days later and was told that they had cancelled the order. I had paid with AMEX through Paypal. AMEX said contact Paypal to dispute the $1800.94 of my money that Mattress Firm was holding. 3 weeks later I have not yet had a refund. Supposedly Paypal is working on it and Mattress Firm is doing nothing. I am not impressed with Mattress Firms business methods, and further would never use AMEX with Paypal again. Each can point to the other to get the matter resolved with no ultimate resolution. Ironically, Mattress Firm just sent me a survey asking about how well I am sleeping on my new mattress. Obviously they don't know what they are doing.

Perfect Sleeper® Charlotte 11.5" Medium Plush Mattress V000246683 Queen $500.00 Qty: 1 Delivery 300 Adjustable Base V000229895 Queen $600.00 Qty: 1 Delivery No Image Available Matt Setup & Haul Away / Adj Base Setup Qty: 1 $149.99 Delivery No Image Available 5 Year Single Base Warranty Qty: 1 $149.99 Delivery Cool Touch Pillow V000254803 Jumbo $0.02 Qty: 2 Direct Del Subtotal $1,400.00 Shipping $0.00 Tax $93.75 Total $1,493.75 Payments $1,493.75 Finance Amount $0.00 Balance Due $0.00 Bed has been an absolute nightmare in the last couple of months. Description SKU Qty Matt Setup & Haul Away / Adj Base Setup - 39623212062-095098 135406- 1 5 Year Single Base Warranty - 39623212062-095098 105480- 1 300 Adjustable Base - 39623212062- 095098 132475P-V000229900 1 Perfect Sleeper® Charlotte 11.5" Medium Plush Mattress - 39623212062-V000246682 095098 133945P- 1 It is possible that all the items you ordered are not on this list. Your order may ship from multiple warehouses on different days. Warranty for mattress should’ve been an offer. It has a huge sink in it where I lay near my pelvic region and I get up and wake up in serious pain. Very disheartening it didn’t even last a year. Order Info Delivery Date: 8/2/2023 Store Name: Mattress Firm 095098 Sleep Expert™: Joe

Purchased a beauty rest mattress 13.5” and it didn’t last a year. I am 125 lbs and should not break a mattress down in 10 months. Huge gap to toward the middle of the bed. Warranty has you lay a broom stick and use a piece of paper to show sagging which they denied in about 45 minutes of submitted all their insane photos. The sag is 2.5” and they said it’s normal wear. Go anywhere but mattress firm to buy a mattress!

The mark of a great company is how it treats its customers after the sale. A defect popped up in my mattress, I took several pictures that clearly showed it, and submitted them to the claims dept. They responded that they needed more photos, I took them, still wasn’t good enough, so they offered to have a professional photographer take them — at a $79 cost to me. One would almost think they try to wear down the customer til they go away and give up. Very disappointing experience. This review is for Mattress Firm in Houston, TX.

I ordered a mattress and an adjustable bed frame from Mattress Firm. The delivery was scheduled for the following week, and I was told that I would be contacted the day before with a delivery window time. Well, I was never contacted, so on my scheduled delivery day, I called customer service only to be informed that both items were out of stock at the warehouse and that they themselves were not aware of that until my call. Then, they proceeded to reschedule a delivery date without confirming it and with a twelve-hour delivery window on a Monday. I am NOT happy with their service period.

We've bought from Mattress Firm a number of times and have had no complaints. They did what the said they'd do when they said they'd do it. Unfortunatly that's all changed. Since they got greedy and over-expanded they are crap. Customer service is horrible. We bought an adjustable bed less than three years ago and it just quit. Apparently the problem is the remote lost connection with the bed. NOBODY at Mattress Firm or any of the companies they buy from can solve a simple problem. Take my advice. Stay away from them!

Horrible mattress and warranty is a joke. Serta Azure Bay firm $800 (was $1400) king mattress FAILED after about 8-10 months. Sagging was about 3” on one side, flipped and it sagged again. Contacted corporate and they wanted pics. Sent pics with a ruler showing the sag and they wanted more. Then more pics of frame and box springs alone. Then more. They offered to have someone come out and photograph for $79. The small print in their “amazing” warranty also says they charge $99 for pickup, $99 for delivery of a new mattress and a $99 “restocking” fee. So, based on this, their mattress failed and they would deduct almost $400, from our original $800 and we could use the remaining $350 as a “credit” to buy another mattress through THEM. Ya, right. SCAM. BUY FROM COSTCO! Better prices and NO questions asked on returns for the FULL purchase price. Read the other reviews about this company and “alleged” scams.

I'm a 65 year old disabled woman and almost 2 years ago my daughter and her husband were nice enough to buy me a bed that helps my pain bc the legs and head go up/down and I sleep better. We decided on Matress Firm, but i did do it online.....Few weeks ago my bed was too close to the wall so my friend came over to pull it back a little bit. At that moment the head part of the bed fell, 2 of the legs just broke off and now there all off, the screws broke in the frame...I just went thru throat cancer and have lost my voice, totally so my very helpful son in law, who is over 2,000 miles away from me, but he called them and he sent pics of the legs, but they wanted pics of where the legs were which is under the bed on the floor. The lady he talked to said I need to.pick it up and take pics...after 2 bouts with cancer and multitude of other issues I'm very weak. Well they left it at that, but then called him back to tell him they don't cover the legs!!! I wish I would have checked their reviews...don't waste your money here. They say they take care of everything, because honor their warranty they call it hassle free. He spoke to Sarahi Dominguez and she wasn't helpful at all. We have 2 year warranty, and a 5 year warranty on parts, you tell them what you need and they sent to you...I know it's a different company that handles frames, but I bought it from them. I will be reporting this to BBB, consumer affairs, facebook, everywhere i can and also disability. Bc I believe they are telling me have to do these things after I told them I am disabled and I have no one that helps me do things..don't trust this company. They don't keep their word.