Mattress FirmReviews of mattressfirm.com

I went to Mattress Firm and purchased a Stearns and Foster mattress and box spring. I received the purchase through their delivery service within two days. I was unhappy with the mattress and went back to the store for a return and refund which turned out would have cost me nearly $500.00. That would have been my fault since i had not studied the return policy. Hower, if I had purchased directly from Stearns and Foster, it would have been $150.00. The store manager offered me an additional return option if I exchanged the mattress instead of returning it. I selected a Beautyrest Black which cost over $4,000. This mattress was horrible and I returned to the store. I was now obligated to make another and last purchase and had to pay the exchange fee of $250. I wanted to purchase a different Stearns and Foster mattress but was informed the store didn't carry that model. The manager, Shawn, talked me into a Tempurpedic Pro Adapt which cost me $4,099., plus a foundation. This was my last allowable purchase. The mattress is horrible. Beyond bad. I contacted the store and they blew me off. Offered no help and told me I should buy a $400 Tempurpedic mattress topper, which I did. That made the mattress even worse. I contacted their corporate offices and asked for some help and never received a response. Totally ignored. I am out $5,000. and have a mattress I cannot sleep on. I have decided to throw it out, eat the 5K and move on. I cannot begin to convey my dismay over losing 5K and being ignored by Mattress Firm. DO NOT PURCHASE FROM THIS COMPANY! CAVEAT EMPTOR!

Sold us the wrong base, made us pay to fix their mistake, and did not keep us informed of anything going on. I had to go back 3 times in person over the course of a month to get any form of update even though they kept promising to let me know what was going on. Gave them every opportunity to make it right and they chose not to do the right thing. -Maryville TN

We went to Mattress Firm to buy a mattress and adjustable base, The salesman Zach was great! We picked out the set we wanted after being there for some time. One base was $300 less than the other since they were running a promotional, but we did not think it was as smooth as the other so we picked the more expensive option. We were told they would come install and test everything before they left our house.When they came to deliver the set they installed the base and my wife noticed a 14" cut in it. It looked like someone had got it with a razor knife. She called the store, of course Zach was not there so she had to talk to a guy named Eddie, Eddie acted like it was no big deal, he offered her $100 to just keep it, but when you pay almost $4,000 for something you want it nice. We said, no we want it replaced. Of course it could not happen that day so they finished installing and left. When I got home, only the foot section of the bed worked, the head section did nothing.(so much for making sure everything worked before they left) Unfortunately I was at the DR while it was being installed where he informed me I had Covid(I thought we were thru with all of that) when I got home I got hold of Zach who had no idea any of this had happened, however since I had Covid they could not come back and fix anything until I was no longer contagious. Of course this meant we had a bed that only 1/2 of was working for 10 days...Once I was better we made arrangements to get the bases changed out. The workers came and changed it out, this time they tested everything and they left. I got home later and the first thing I noticed was that it was a different remote, in fact it was the remote from the one we did not like that at the time was $300 less. I called Zach, he said he would check it out and call me back which he did. Yes, they are out of the bases we bought, they are on backorder so we just sent this one without notifying you!!!! It is only $50 less(but again was $300 less at the time of purchase) so we will credit you $50.We have been lied to and taken advantage of!!! I would never go to Mattress Firm if I was you!!! This is not the base we picked out, nore is it the base we want!!!! Mattress Firm can not be trusted!! How can you just decide to give the customer a different cheaper product and assume it will be ok?!?!?! What a joke they are!!!!!

Read the fine print! Ask questions! They give you 120 days to try out a bed, and you CAN return it, but the next bed you try has a 99$ delivery charge (understandable). BUT within that 120 day period, you can only exchange beds once so you're stuck with your second choice. Basically, they don't care about your comfort. It's not their mission to make you satisfied with a bed, just to sell you a bed. This was never spelled out for us -- no mention at all - and all the paperwork is done quickly at the store. My husband is 195 lbs and I'm 95 lbs. Our first bed was too hard, our second bed is good for him but I have had back aches (which I NEVER had before). I bought a great mattress for 397$ from Amazon. My husband is sleeping on the 4,000$ tempurpedic. They were very secretive of the terms and conditions of the 120 day trial period.

Ordered online and was to deliver & set up on a specific day. We just bought a house and had nothing to sleep on and was promised the bed on the day requested. They were to call beforehand but no call so we called them (had to leave msg as no one works there I guess) and they were to call back within the hour. 4 hours later and no call! Called local store and he tried to find out the problem with little luck. Finally found that it wouldn't ship until 3 days later! No Bed for 3 days! The online store SHOULD BE AVOIDED at all costs! Go to the local store! We were over 300 miles away and thought the online would be the best bet. What a JOKE! The local guy was Extremely helpful but couldn't do anything with the online order.

Pésima compañía en servicio al cliente. Compré en colchón con ellos hace dos años, se me empezó a hundir y a darme dolores de espalda. Supuestamente, el producto tiene garantía por 10 años. Cuando hice la reclamación, me dijeron que no la cubrían porque el colchón tenía manchas o estaba sucio (no fueron muy específicos y ni siquiera me llamaron), lo cual resultaba exagerado, pues el producto se halla en perfecto estado al respecto. Lo peor de todo es que estaba reclamando porque además deseaba comprarles un nuevo colchón, pero por este tipo de respuestas es que se pierden clientes.

Unfortunately I can’t even give this company one star. We have been treated so poorly, and I’m regretting the day I ever stepped foot in their store. We were in the market for a new mattress. I explained to our sales agent that I was a hot sleeper due hot flashes. The sales guy talked us into the Sealy Posturepedic hybrid, memory foam mattress. I expressed my concerns of being hot, he reassured us that this mattress was not hot at all, and that we had 120 days try it out. If we weren’t satisfied we could exchange it. At this point it was getting close to closing time so we felt we were being rushed out the door. We were trying to set up for delivery but could never get a day nailed down. We were told we could pick it up at the warehouse. He called the warehouse to let the manager know we were on our way right now. When we got to the warehouse everything was locked up and not a person in sight nowhere. They knew we were on our way and literally left early when the warehouse wasn’t even closing time. This upset me really bad because everyone involved knew we had nothing to sleep on at all. Time was of the essence. We called back to the store they had to set up a delivery date which put us at the end of rotation. When the guys made their delivery they were late, like really late. I brush off just grateful to finally have something to sleep on. I noticed right away this mattress was hot regardless of what we were told so I wanted to take advantage of changing it out. We went back to the store to talk about options, and was basically talked out of exchanging it at this time. We were told “to give it some more time, we would eventually love it”. We gave it a little more time me still waking up hot every morning. I decided we had to exchange it. We went to another store to do the exchange. Paid cash for the first purchase as well as the upgrade. Once the guys brought the newer mattress they refused to leave it with us because we didn’t have the tag on the mattress. No one told us we had to leave the tags on the mattress for the 120 days of trying it out. None of our interactions with any of the people we spoke with ever mentioned keeping the tags on the mattress not even once. So we called back again desperately trying to find anyone that could help us or that was at least willing to try. We were basically talked to like dogs saying they couldn’t take the mattress back without the tags because they wasn’t sure if we picked it up off the side of the road. Come on now!! They know we bought the mattress new from them just a few weeks prior. We had all the paperwork, I mean everything but the tag that was on the mattress. Who leaves a long tag on the mattress anyways. Not once were we told to leave the tags on. Who buys clothes and wears them with the tag still attached? No one. So basically were stuck with this mattress and I wake up all during the night and every morning burning up all based off a lie that was told to us by our sales guy. Please, whatever you do, don’t make the same mistakes we made. I will tell everyone how horrible we were treated. They don’t care or want to help their customers all they want is your money. It’s sad and I will never recommend this horrible company to anyone.

Purchased a mattress The person said it would take a few weeks to make it soft. After two and a half weeks I was in a lot of pain so I went back and told him I was experiencing pain after laying on the mattress, he said he would do an exchange. He NEVER asked me if I wanted my money back OR an exchange. I did not know it was one or the other until another 3 weeks later because he said I had 120 days money back guaranteed. After two weeks I went back because by this time I could not lay on it it was too painful I was having hip pain and knee pain. I was really in pain and I asked him how do they make them so soft (the ones on display) he said they put the mattress through a machine and put heavy dummies on them and on top of it they walk on them . He said just walk on it it will get soft. After a couple of days I went back to the store and said I just couldn’t I am in pain please I just want my money back. He said he would call me because he needed to talk to his boss. After a few days he called and said they won’t give me my money back. I said if I would have known what ur takes to make it soft as they do in the store I wouldn’t have bought it. He got very angry and started saying that I was calling him a liar but I was just repeating what he told me. He said it was not the customer’s business how they make business or what goes on behind closed doors that I was calling him a liar. I just want my money back not being stuck with a very expensive mattress that I can not use. They are deceiving and take advantage of people. I can no longer lay in this bed after 3 weeks is so painful. If he would said you have the choice of your money back or an exchange I would have wanted my money back. It’s horrible customer service.