Mattress FirmReviews of mattressfirm.com

Unbelievable. If i couls put 0 starrs, I would. I made my order 2 weeks ago it should have arrived on April 8th, Online it still says April 8. When I chat with them they said they need to emai need to email the warehouse which they did and the warehouse never responded to them. It's unbelievable the customer service is the worst. What do you mean you have to email the warehouse? They should have the phone number of wearhouse or supervisor of the warehouse. Bad.

It's hard to decide how to rate this - if I was reviewing the product purchased, I would give this 5 stars - the mattress is great! This issue I have is with their low price guarantee. They state: "Mattress Firm is so committed to finding you the perfect mattress, that they guarantee the lowest price for 120 days. Mattress Firm promises: If a mattress is advertised elsewhere for a lower price, they'll refund you the difference". Shortly after taking delivery, we saw that Mattress Firm lowered the price on the product we purchased by $200. I went back to the store with my receipts and they agreed to refund $200 back to my original form of payment within a few days.. That was on February 12, 2022. On February 20, 2022, after not receiving the credit, I contacted customer service via phone and was told the credit was in process. They confirmed this via email. I reached out again on February 27, 2022. Same promise. It is now April 11, 2022. Two months has gone by and still no credit for $200. Over the last couple of weeks I have emailed customer service and they are not even responding to my emails now. This is deceptive!

I purchased a top of the line adjustable base for my king bed. Less than 5 years and it is not working and is not in the flat position. I have gone into local store 3 times. I am simply trying to find a repair person. I am told there is NOTHING they can do to help. I am an elderly single woman. This was a $1400 base. I am not sleeping. How can they sell a product with no ability to have it repaired. You can not contact headquarters, I tried emailing, no response. STAY FAR AWAY from Mattress Firm. They do not care about service or quality or you.

We bought a $14,600. Tempur-Pedic Mattress from Mattress Firm. We wrote a check for the purchase. They electronically transferred the funds from our checking account, then they cashed the check totaling over $29,000.00 clearing our checking account. We were using the funds to pay a contractor which we were unable. It took over two weeks to get the money back. The sales rep told us he would give us a $200.00 refund for our inconvenience, which we never got. I wouldn’t buy anything from Mattress Firm again.

They do not honor their warranty. The mattress has a 10 year warranty against sagging. Our mattress is sagging and we put in a warranty claim. We followed Mattress Firms procedure for claiming warranty, took the required pictures and submitted. They denied stating there wasn't enough slats for the support, even though when we first purchases the mattress the sale representative stated that our support was good. We added the "required" supports and resubmitted 6 months later. They denied it again, their reason because the slats that we installed didn't have legs. We have a total of 7 legs and they want 10 legs. Each time they deny our claim they also send a 20% off coupon, the warranty card, and they state if we correct these items that they will reinstate the warranty. I've been through that warranty card. No where in the warranty does it state how many slats and how legs are needed. Mattress Firms keeps moving the goal post when trying to claim warranty. I have submitted a complaint with the District Attorney.

Would rate Jersey City Store a. ZERO IF I COULD. LAZY PEOPLE WHO DON'T FOLLOW UP. JUST TAKE THE CUSTOMER'S MONEY AND OFFER NO CARE AFTERWARDS. Bad Service, Bad Follow up, Store quickly took my deposit for a sale on a wharehouse model of a mattress that was recently purchased and returned and priced substantially lower. I was convinced into giving a deposit which I don't do by Saleswomen Cheyanne and Store Manager Nick. Both of whom never followed up on the store. The sales was for a new mattress that was returned which they had to re sell. The Mattress was supposed to brought to the Bayonne, NJ store for my viewing to review its condition and then close it for a sale of $1200. That never happened. The Mattress never made it to Bayonne the hours of 11-4pm as Nick from the Jersey City Store stated as I had spoken to Nick about 10:30am this morning. I never received a follow up call from Cheyanne or any care from the store or a follow up call from the Bayonne store. I knew I had to go to NY and rescheduled a meeting in hopes I might see the Mattress at Bayonne. Well, never got a call, never had any follow up and when I finally called the Jersey City Store at 4:15pm or, the Mattress was still not at Bayonne so I can see it, and she provided me excuses why the Mattress was not at Bayonne, but never provided a reason for following up with a Sale or a customer. Both Store Manager and Sales Person should face discplinary action for not following what i'm sure is Delivery Protocol with a customer and ultimately losing a sale and hence causing the second of two negative reviews. Customers are people too and have lives, I had to reschedule an important meeting in NYC in hopes of staying in Jersey 25min from the store(Bayonne) to go see the Mattress. I will be following up with a complaint to Corporate about this. The thing is these people were simply Lazy and Derelict in their responsibility to follow Sales protocol. And I may have lost business because of this.

I purchased a 3K mattress from the Tucker, GA location and that manager told me that my 4th trade in mattress (due to horrible sagging) would be better which was a lie. All their mattresses sag after a few months and then the warranty company is worthless! They want pictures of mattress with tape measurements and this entire company is a fraudulent company so beware! I gave them multiple tries and hopefully this review will keep others from what my husband and I experience!!! NEVER BUY A MATTRESS FROM THIS COMPANY…you’ll be sorry! I promise. ☹️

Approximately 14 months ago I purchased the Simmons Beautyrest Mattress from Mattress Firm in Terre Haute IN for over $1300. After only 6 months, the mattress began sagging. I am 88 years old with severe back issues, so I was unable to turn the mattress or remedy the situation alone. My daughter gathered all of the paperwork that came with the sale & after a very tedious and complicated online process she submitted a warranty claim. This was denied because apparently I trusted the sales person or someone associated with the company to advise me as to exactly what would be required for support before setting up the bed, hence there was not proper support so the warranty was void. Their only offer of compensation was 30% discount on a new mattress. I can assure you I will not be using the 30% because I will never buy from them again. They have taken $1300 from an elderly person who has little to begin with, who foolishly trusted this company to know when the mattress was delivered/set up that there was not adequate support. I am deeply disappointed and left without a way to replace this mattress. Buyer beware!