Mattress FirmReviews of mattressfirm.com

I ordered a mattress online on 7/17. Scheduled delivery was today 7/31. They were a no show. No notification. No email. No call. No text. I had to actually go into a store location to speak with a manager. They have a record of my sale, but no mattress in stock. They say I have to wait til 8/14! I already replaced my frame (it’s smaller), so now I have nowhere to sleep unless I can figure out how to fit my large mattress in the floor with my new frame. Weasels.

Consumer Warning: Mattress Firm’s Hidden Accessory Return Policy Customers, please be aware that if you purchase accessories such as mattress pads, pillows, or sheet sets from Mattress Firm, they enforce a strict no-return policy, regardless of any issues you may experience with your purchase. Furthermore, if you place your order through a national telephone sales agent, they fail to disclose this policy and will actively encourage you to buy accessories—often claiming it is necessary to support your mattress warranty. My Experience My experience with Mattress Firm was utterly frustrating when I attempted to return a Sleepy mattress pad that did not fit correctly on the Tempur-Pedic mattress I purchased. After spending $11,000 with the company on two high-end Tempur-Pedic mattresses, two adjustable bases, and two mattress pads, Mattress Firm refused to refund $100 for a mattress pad that was ill-fitting for the mattress purchased. The Phone Sales Process The telephone sales representative, Marie, encouraged me to purchase the mattress pads while omitting the critical detail that they were completely nonrefundable. While I acknowledge that their website includes a disclosure about this in the fine print, you are not looking at website fine print when ordering over the phone. You trust that the representative is being transparent, honest, and looking out for your best interests during the transaction. Poor Customer Service and Follow-Up The mattress pad clearly did not fit the mattress. After going back and forth on the phone and texts with the salesperson, the issue was escalated to her supervisor—they completely ignored my follow-up requests, even missing their own self-imposed timelines for a response. I provided photographic evidence showing that the mattress pad did not fit the mattress properly, they remained entirely inflexible over a $100 refund, despite my $11,000 overall purchase. Final Takeaway This company clearly does not value repeat business or customer satisfaction. Based on this experience, I am deeply concerned about what might happen if I ever need to utilize the warranty on my mattresses or adjustable bases. Please exercise caution, and consider purchasing your Tempur-Pedic products directly from Tempur-Pedic instead.

Bought a 250 dollar pillow and it is the wrong height. The store manager never mentioned that it came in a lower size height which I need for my body size and neck issues. I wanted to exchange it for the lower height model. It’s never been used or opened, but they refused to take it back. Terrible.

This was the absolute worst experience. DO NOT BUY FROM MATTRESS FIRM. They’re not only incompetent, they absolutely don’t care. They could have worked a problem, found a solution, but instead all 4 customer service people I spoke with shrugged. This place is a hot mess. Stay away.

I purchased a mattress at mattress firm on Bruce b Downs in New Tampa and when I went into the store it was nice in the store but when I got home it was like a big bean bag it was it's the terrible mattress I will never buy one from them again and it's like a big bean bag no support at all I tried to return it and they would not take it back I will never ever buy anything from mattress firm

I am 80 years old and I came into Mattress firm in Natick MA. I had purchased an expensive mattress there 2 years earlier and it had developed a dip in the lower portion of it, I am a1 light person so I thought that shouldn't have happened. I don't like to complain so I was nervous to do so. A nice man named Don waited on me, I told him my problem and immediately he calmed me down and put me at ease. He explained the process to return and how to file a claim but I am not very happy dealing on the internet. Don volunteered to come to my home and check it out. He took the pictures needed and helped me with my computer to file the claim. The company asked for more pictures and Don again, came to my aid. After the claim was filed the company gave me credit. That certainly would not have happened if it wasn't for Don and his way over the top personal service he gave. I am telling all my friends he is the man to see. He even helped me with getting a replacement. Thank God for his help!!!

2 years ago we went to the local store. Needed sets due to medical issues. We both are over 54 and got set up just fine. Was never offered a care guide. Now 2 years later we find out that’s what we needed as the Matress have gave out. Will not be back to them at all. I guess paying $12,000 for the best sets was not good enough.

I purchased a 1200.00 mattress having missed an earlier promotional price.I was told I'd receive 400 back in the next promotional period as a price adjustment. This was entered into the computer system as well as my receipt. When I called they refused to honor it over 100, saying the manufacturer refused. They offered me store credit instead which they then also refused to honor because the credit had expired. This was the first time i was told my credit in lieu of the refund had a shelf life of 30 days. When I asked for assistance exchanging my 6 month old mattress that was already sagging, i was directed to file a warranty claim through their website with no further interest or help