Mattress FirmReviews of mattressfirm.com

My name is Mary Burke and I absolutely LOVE Mattress Firm. From the moment I walked into the Rocky Mount Store and met Bobby and I knew I was in good hands. Bobby's Customer Service was Excellent and the Delivery Guys Customer Service was also Great. I will always shop at Mattress Firm, they listened to me and I appreciated their attention to the details of all of my needs. Mattress Firm is a Great Company, Everyone should shop there.

Read the fine print! Ask questions! They give you 120 days to try out a bed, and you CAN return it, but the next bed you try has a 99$ delivery charge (understandable). BUT within that 120 day period, you can only exchange beds once so you're stuck with your second choice. Basically, they don't care about your comfort. It's not their mission to make you satisfied with a bed, just to sell you a bed. This was never spelled out for us -- no mention at all - and all the paperwork is done quickly at the store. My husband is 195 lbs and I'm 95 lbs. Our first bed was too hard, our second bed is good for him but I have had back aches (which I NEVER had before). I bought a great mattress for 397$ from Amazon. My husband is sleeping on the 4,000$ tempurpedic. They were very secretive of the terms and conditions of the 120 day trial period.

Ordered online and was to deliver & set up on a specific day. We just bought a house and had nothing to sleep on and was promised the bed on the day requested. They were to call beforehand but no call so we called them (had to leave msg as no one works there I guess) and they were to call back within the hour. 4 hours later and no call! Called local store and he tried to find out the problem with little luck. Finally found that it wouldn't ship until 3 days later! No Bed for 3 days! The online store SHOULD BE AVOIDED at all costs! Go to the local store! We were over 300 miles away and thought the online would be the best bet. What a JOKE! The local guy was Extremely helpful but couldn't do anything with the online order.

Pésima compañía en servicio al cliente. Compré en colchón con ellos hace dos años, se me empezó a hundir y a darme dolores de espalda. Supuestamente, el producto tiene garantía por 10 años. Cuando hice la reclamación, me dijeron que no la cubrían porque el colchón tenía manchas o estaba sucio (no fueron muy específicos y ni siquiera me llamaron), lo cual resultaba exagerado, pues el producto se halla en perfecto estado al respecto. Lo peor de todo es que estaba reclamando porque además deseaba comprarles un nuevo colchón, pero por este tipo de respuestas es que se pierden clientes.

Marc could not have made it easier for my husband and I to find the right mattress for our Murphy bed. Unfortunately requirements for height and weight limit our choices to a minimum. He worked very hard searching not only in his large showroom but on availability at the warehouse. He was professional, patient and answered ALL off are many questions. You might think “we’ll he should be”. This was our 4th stop at various mattress stores and none were as attentive and sincere as he was, truly trying to help us. Thank you Marc it was a pleasure doing business with you and in the future if mattress shopping is in it, we most definitely will start with you and recommend you to our friends and family. Jo/Gary

Unfortunately I can’t even give this company one star. We have been treated so poorly, and I’m regretting the day I ever stepped foot in their store. We were in the market for a new mattress. I explained to our sales agent that I was a hot sleeper due hot flashes. The sales guy talked us into the Sealy Posturepedic hybrid, memory foam mattress. I expressed my concerns of being hot, he reassured us that this mattress was not hot at all, and that we had 120 days try it out. If we weren’t satisfied we could exchange it. At this point it was getting close to closing time so we felt we were being rushed out the door. We were trying to set up for delivery but could never get a day nailed down. We were told we could pick it up at the warehouse. He called the warehouse to let the manager know we were on our way right now. When we got to the warehouse everything was locked up and not a person in sight nowhere. They knew we were on our way and literally left early when the warehouse wasn’t even closing time. This upset me really bad because everyone involved knew we had nothing to sleep on at all. Time was of the essence. We called back to the store they had to set up a delivery date which put us at the end of rotation. When the guys made their delivery they were late, like really late. I brush off just grateful to finally have something to sleep on. I noticed right away this mattress was hot regardless of what we were told so I wanted to take advantage of changing it out. We went back to the store to talk about options, and was basically talked out of exchanging it at this time. We were told “to give it some more time, we would eventually love it”. We gave it a little more time me still waking up hot every morning. I decided we had to exchange it. We went to another store to do the exchange. Paid cash for the first purchase as well as the upgrade. Once the guys brought the newer mattress they refused to leave it with us because we didn’t have the tag on the mattress. No one told us we had to leave the tags on the mattress for the 120 days of trying it out. None of our interactions with any of the people we spoke with ever mentioned keeping the tags on the mattress not even once. So we called back again desperately trying to find anyone that could help us or that was at least willing to try. We were basically talked to like dogs saying they couldn’t take the mattress back without the tags because they wasn’t sure if we picked it up off the side of the road. Come on now!! They know we bought the mattress new from them just a few weeks prior. We had all the paperwork, I mean everything but the tag that was on the mattress. Who leaves a long tag on the mattress anyways. Not once were we told to leave the tags on. Who buys clothes and wears them with the tag still attached? No one. So basically were stuck with this mattress and I wake up all during the night and every morning burning up all based off a lie that was told to us by our sales guy. Please, whatever you do, don’t make the same mistakes we made. I will tell everyone how horrible we were treated. They don’t care or want to help their customers all they want is your money. It’s sad and I will never recommend this horrible company to anyone.

Purchased a mattress The person said it would take a few weeks to make it soft. After two and a half weeks I was in a lot of pain so I went back and told him I was experiencing pain after laying on the mattress, he said he would do an exchange. He NEVER asked me if I wanted my money back OR an exchange. I did not know it was one or the other until another 3 weeks later because he said I had 120 days money back guaranteed. After two weeks I went back because by this time I could not lay on it it was too painful I was having hip pain and knee pain. I was really in pain and I asked him how do they make them so soft (the ones on display) he said they put the mattress through a machine and put heavy dummies on them and on top of it they walk on them . He said just walk on it it will get soft. After a couple of days I went back to the store and said I just couldn’t I am in pain please I just want my money back. He said he would call me because he needed to talk to his boss. After a few days he called and said they won’t give me my money back. I said if I would have known what ur takes to make it soft as they do in the store I wouldn’t have bought it. He got very angry and started saying that I was calling him a liar but I was just repeating what he told me. He said it was not the customer’s business how they make business or what goes on behind closed doors that I was calling him a liar. I just want my money back not being stuck with a very expensive mattress that I can not use. They are deceiving and take advantage of people. I can no longer lay in this bed after 3 weeks is so painful. If he would said you have the choice of your money back or an exchange I would have wanted my money back. It’s horrible customer service.

our mattress and base is not working out and we wanted to return it. we are doing the 120 day trial. They want to charge a 20% restocking fee and $99 fee just to return the mattress. Comes to $300 in fees, and they will not allow returns on the base which was $1200. So were forced to put bed in a spare room and stuck financing the bed. We will never buy anything from mattress firm again. How many other people have they taken advantage. Don't buy from mattress firm, they'll rip you off. If you do, read the fine print. We would have not bought anything from them knowing what we know now. Update: After leaving a review on Facebook in a comment area. They responded and gave me a full refund on the mattress and warranty on the bed base. Which I appreciate. But they still insisted that they could not refund the base. Citing that they didn't have room in there warehouse. Really? Have room for mattresses that are 6 to 8 times thicker and bulkier, than a bed base. We appreciate the return on the mattress, but it's still not right about the base. We're stuck trying to sell the base, which we will not get what we paid for it. Another update. After having to leave more bad reviews at various websites, mattress firm finally refunded us for the bed base, minus a 20% restocking fee and $99 pickup fee. So we are out about $400 after everything . $183 for tax and $221 remaining balance on there charge card. Which is almost 20% of the total purchase. So to recap, it took alot of time and bad reviews to receive two separate refunds for the purchase. Customers should not have to go through this experience with any company. There are plenty other companies to buy a bed from in this country.