Mattress FirmReviews of mattressfirm.com

Buyer Beware!! Yes, the Ventura salesperson was very nice and seemed knowledgeable. My husband and I decided on a Stearns & Foster mattress. It was the most comfortable one in the showroom and, there was a 120-day sleep trial so what was there to lose? We ended up not buying the mattress in the store. But, because of our experience at the Ventura location, we went online to buy the mattress. Well, after 2 months we were not happy. I was waking up with back pain every day (I previously had no back pain, even on our 15-year-old mattress). I tried to return the mattress and was told there is a $99 delivery fee and a 10% restocking fee (capped at $250) if you choose to exchange it. But if you choose to return it, there is a $99 delivery fee and a 20% restocking fee (capped at $500). The mattress we purchased exceeds the cap. I considered exchanging the mattress ($349) and then if the second mattress didn't work out ($599) and I returned it, I would be out $948 with NO MATTRESS. If you value your hard-earned dollars...I would recommend you weigh your options carefully. Had the salesperson explained this, we may have chosen differently. Of course, that's their job, to take your money. Other companies offer much more reasonable return policies.

Awful! After paying over $2000 for an adjustable base and an additional $150 for set up and haul away, the delivery man informed me that they don't haul away adjustable bases which were purchased from other stores. This, of course, is not mentioned in the description of delivery charges. I canceled the order, but Mattress Firm refused to refund my money. These people are crooks. They will happily steal your money. Run, don't walk, to any other retailer!

I purchased a rather expensive sheet set from this company in December 2021. With regular wear and wash, the sheets started separating from the elastic on the corner which makes the fitted sheet practically useless. I contacted the customer service chat feature (there isn’t an option for phone calls) and was told that there is only a warranty for replacement for 120 days and did not offer any other options. Poor quality and poor customer service!

If you buy a pillow from MF, please be aware that it is a final sale. The page with the pillow I bought does not mention it, I learned it from customer care, but you would not be able to find this information on the page that displays the pillow. I feel like I have been cheated. I will not recommend this company and take my business to another place. Customer service is insulting.

The coordination of delivery in NYC is awful. They don’t show up when they say they will and their so called tracker app is useless. Definitely avoid them when buying in NYC

DO NOT BOTHER! We paid thousands of dollars for a mattress only to be EMAILED hours before it was supposed to arrive to say the bases would now be over a month late and the mattress was no longer available. We already scheduled our old mattresses to be removed, so we now have no bed. The email we got was not apologetic in the least, made it seem "unavoidable" and "unknowable." Needless to say, as a pregnant woman with no bed, I am outraged.

After purchasing a headboard for my mother, located in a different state, she stated that the headboard was closer to black, rather than the Dark Gray depicted online. 10 days after my purchase, I contacted the company via both chat and phone AND was informed by each that headboards could not be return. I merely wanted to exchange the item for an identical item in a different color - THEY WOULD NOT EVEN HONOR THAT REQUEST. I was merely told that this was disclosed online (for "sanitary reasons"). However, there was nothing in the actual order confirmation that revealed that headboards could not be returned. I find this odd because they tout their 120 Day return policy on mattresses, but headboards don't qualify. Which of those two is actually more unsanitary??

Ordered and paid for a mattress on 6/22 from the Pace FL location and it was delivered a few days later. Then they showed up the following week to deliver the exact same order in which I refused as we already had my order. Now they have turned it over to a collection agency saying I still owe them the same amount. Called the morning of 8/22 and spoke with the branch manager who was totally clueless. He stated he could see in their system where I had already paid for it and said he could get me in contact with someone in their finance department. I informed him this isn't my responsibility and it was theirs. The manager couldn't care a less. No apologies, nothing. Just there to collect a paycheck. He couldn't manage his was out of a wet paper bag. Long and short, don't purchase from Mattress Firm