Mattress FirmReviews of mattressfirm.com

The customer service was the worst. I bought a mattress, 2 pillows and a mattress cover through one (Elissa) "Sleep Experts" in the chat they use. She was great until the mattress was delivered. The other two items were not. When I contacted her about that, she told me to use the chat. That chat is a robot, who could not help me. I found a phone number, texted that and was told my mattress cover would now be fedexed to me (arrived June 4th). They said the pillows delivery would be confirmed by logistics. As of today (June 6th) no responses to my attempts to text, no pillows confirmation. Finally found the HQ phone number and actually spoke to a person. She tells me my pillows should be to me by June 21st (a full month after purchase). Seems like the Chat Reps could care less once they get their commission.

Our customer service professional Daisy. She was knowledgeable, friendly and was patient. She helped us find the mattress we wanted and the entire experience was top wonderful.

In 2021 I purchased a new king sized bed with adjustable bases and twin purple mattresses. One of the twin mattresses has an issue that justifies a warrenty claim. I went back to the store where I purchased the bed to file a claim. I was informed the Mattress Firm stores cannot file a clan for me but that I had to use their online site. Before I could file a claim, I needed to create an account. Then I was faced with a choice, file it online or pay $80 to have someone come to my home to do it for me. What is the purpose of the store front when they are not allowed to provide customer support? I elected to do it myself. Multiple photos are required including photos of the tags, the bare frame, and detailed photos of the damaged area requiring reference photos and detailed photos with a measuring device in the view. Frustrating to say the least.

They were so kind and guided me easily and quickly throughout my time there. Especially Ray at the Chelsea store was great and very very helpful with his positive energy. We quickly handled the situation and felt welcomed! Absolutely recommend their service.

Do not do business with mattress firm they are a total rip off.. The top end mattress we were suckered into was horrible and they know it and are trying to sell them fast under false pretense and over priced. Buyers be aware.

Bought mattresses on line waited 3 weeks for delivery,delivery day I took off work to be there for the delivery, no show no call,I called them they said they was not delivering the mattresses today and we would have to wait ANOTHER 2 weeks for delivery, or pickup myself at warehouse. So we went to pickup at the warehouse because my wife was having surgery the following week and we needed the beds now. Got there to pickup mattresses (50 miles)and someone from mattress firm online order center canceled the order so now they said I have to pay ANOTHER $1800 for the bedding and wait 7-10 days for my refund. This is all because THEY SCREWED UP. THE REAL REASON ( I found out through a store manager) THEY DIDNT DELIVER WAS BECAUSE THEY NEVER HAD THE FRAMES IN STOCK SO THEY WHERE GOING TO KEEP PUSHING THE ORDER OUT TIL FRAMES CAME IN. MAY 26-28th. Then they said they would upgrade our frames since they never showed up for the delivery but they didn't have the upgraded frames in stock either this is straight from the store managers mouth,he said he didnt know why they said they would upgrade when they dont even show they have the frames.This place is a joke they could care less about there customers. Now my wife is having foot surgery and no bedding downstairs in our home. This will diffinetly be going to the lawyers office for a lawsuit. I'm out $1800 dollars,1-12hr day of work at $38 hr plus 100mile round trip in gas pulling a trailer ANOTHER $120. AND STILL NO MATRESSES AND NO RESOLUTION FROM THE COMPANY

The WORST I’ve been around long enough to experience a lot of service companies. Not only are the mattresses lousy … The service is even worse! My adjustable bed broke in less than a year Took many calls , weeks of calls ..they kept sending out the wrong part . When I finally begged them to send a tech out, it took almost 2 weeks and he was three hours late .. well so far he’s not shown ..yea this company is a joke

these guys suck, don't buy. I ordered almost 2 weeks ago, on day of "delivery" i didn't receive phone call or email. I call to see status, they tell me we only have one left. Mattress is still up on the site. i would not recommend them.