Mattress FirmReviews of mattressfirm.com

Bought a 100 dollar pillow online. One month in it deflatted and was mishapen. Contacted Mattress Firm they told me this wasn't there problem. I had to file for Warrenty in my own. Contacted distributer responses were putting me off then nothing. Contacted Mattress Firm they said once again sorry not our problem. IF you sell something on your site you should be responsible for quality or help customers deal with distributers. Will not be working with this company in the future.

Purchased a Mattress Firm Deluxe Raised Metal Platform and a mattress. In less than a year the frame buckled and was unusable. The frame was used by my son who weighs approximately 170 pounds. Poor or faulty construction as the frame just buckled and could not be used. Contacted Mattress Firm, was told to contact the manufacturer, manufacturer no longer offers product and sent us back to mattress firm, mattress firm then sends us to new manufacturer, new manufacture states (obviously) that it is not their product. Back to Mattress Firm, no reply. I stopped by the store we ordered it from and asked for a corporate phone number, was told they won't help me, but he'll sell me a new frame at 60% of original price. I was told that that is the best they can do. Really? You cannot speak with person except to place an order and they stated at the corporate number that sales personal will not assist with complaints or returns. Is this how you run a business?

Warranty is a scam. Never buy from Mattress Firm. I learned it after spending tens of thousands dollars.

Purchased a Beautyrest mattress 2016. This year I noticed that there's a dip in the middle of the bed. I'm a side sleeper and usually sleep on the semi edge of the bed. So I end up hooking my foot on the side so I don't roll down into the middle. I filed my online claim since I had a 10 year warranty. Do everything asked and was denied due to it doesn't show the dip in the picture. The tools used make it impossible to show a dip. I'm not a heavy person and, again I'm a side edge of the bed sleeper. And it's just me..... They denied the claim but hey here's a coupon for 30% off but only on select mattresses. None that I want. What a sorry company. I've already let others know what a rip off mattress firm is and am filing a complaint with the BBB.....🤦‍♀️🤬

Bought a purple mattress at store in Woodbridge, VA and was told we’d get delivered in 10 business days. That date magically now is 6+weeks and I can’t get a straight answer from anyone on why that is the case. The lack of phone support is just disgusting. Everyone from the useless store employees to the absolutely garbage chat support pawns off the ability to tell me why after taking my money they magically have no idea how to answer my questions. Contacted chat support 3 times, was told to contact the store or they’d get the store to contact me. What a joke. Contacted the store and was told to contact Purple? Then what is the point of ordering from Mattress Firm at all if they’re so useless and can’t even tell me why my delivery date is all over the place? I did contact Purple and their delivery date if I ordered today would be 10 business days, so the BS everyone is spewing doesn’t add up at all. I’ll NEVER bother with this place and make sure anyone that asks for a recommendation is warned about how absolutely useless this company is.

We bought their best king mattress pillow top in March 2018 for over $5000 and for a few years it was pretty good, but the outside of the mattress is sagging on both sides, to the point where it feels like we’re falling out of bed each night. We reached out regarding the warranty. It took them over a week to respond. Then WEEKS to send out the warranty people to test the mattress and take pictures, which cost $80. Another two weeks later we were informed the mattress didn’t fall under warranty because there was nothing surrounding it to reinforce it. What?!?! Apparently if we’d bought a queen, it would’ve been covered, but because it was a king, it’s not. $5k wasted for essentially 2 years of a decent mattress. Yeah, run away from these people.

Sales never let us know our mattress wasn't available at the time of purchase, we never got a receipt, can't reach anyone on the phone. Then, they told me that they were delivering 2 days earlier than our postponed delivery date, which didn't work for me. Again, can't reach anyone to discuss the date. Don't order unless you don't need a mattress

DO NOT ORDER FROM THEM. Absolutely the worst customer service. On the day they were supposed to deliver my mattress they announced that it would be a month late. When I tried to cancel, they tell you on the web site to chat with them - no chat agents. You call and they tell you to chat. You put a cancellation request into their online system and days later they try to upsell you - repeatedly - and refuse to confirm a cancellation - against their one policies.