Mattress FirmReviews of mattressfirm.com

Customer service is a nightmare. I'm trying to handle some delivery issues for a mattress I don't even have yet, and there's nothing but runaround. I regret buying from them.

I received a Temper Pedic Cloud firm pillow from an online purchase. Three days later, due to it not being as firm as I'd like, I called to return it. The associate at the store said "first of all, we do not accept returned pillows. It is policy." I did like the way he told me nor that policy. I understood the reason for the policy; however, I did not like like lack of customer satisfaction. He took my number and said someone will be following up with me. Meanwhile, I went through Mattress Firm's website chat and chatted with two different associates (because one got disconnected). They both said it's policy too and no return. I advised all 3 associates, who I spoke/chatted with, that I'd give an unfavorable review of my dissatisfaction of no return. The good reviews were the reason that I bought the pillows. Thus, reviews weigh heavily. Three hours later, corporate called me and advised that they'd refund half of what I paid and that I could keep the pillow. Although it wasn't the full refund that I desired, I was very happy with this gesture. They turned an unsatisfied customer into a satisfied customer.

Once they have your order and money they treat you like garbage. Their customer service doesn't want to solve your problem they just add more to your problem. They messed up documents and deliveries. It's such a bad company with horrible customer support. Haven't seen anything worse.

Don’t believe the hype Less than 2 years and the mattress has indentations on both side of the bed, and a hump in the center. It is hard; no give. My neck, shoulder, lower back hurt and my husbands neck, lower back and hip hurt. The mattress does not respond to the contours our bodies; material dose not recover as memory foam should. I weigh 120 pounds my husband 200 pounds - both sides have the same issue. We use the purple sheets, pillows and it’s on a solid base We spent close to $3,000 on the mattress. Contacted store managers and warranty office and was told that indentation less than 2 inches is normal wear. I explained that the product is advertised as contouring to body and recovering due to the memory foam, so indentations at any degree is unexceptionable. Mattress Firm advised me to contact PURPLE directly for the warranty. From Purple “Thank you for providing that information to me. From you order number I see that you pruchased this mattress at Mattress Firm.  Anytime a mattress is purchased through a retial company, Purple does not handle the warranties, however the retailer who you purchased your mattress from does. They will be able to help you with your warranty claim! Please reach out to your local Mattress Firm to get your warranty started.  Please let me know if there is anything else we can help with! Thanks for being part of the Purple family! Deven M Purple Customer Care” Neither company backs their product or honors their warranty.

The company lies to the customers, they promise to send the orders in a couple days and then they extend it to a month, deceiving people, we bought mattresses and bed bases and promised to send the order in a few days and then they said that by cov-19 could not send me any, they took another month, and with the bed bases they have delay 1 month, they are very liars and unprofessional. We pay to much money for our new mattress and now is like a company play with our money. Horrible company in delivery action and credibility.

They deserve a negative 5 star, but I can give them only a 1 star. I was disgrace with the store at willowbrook, The sales person Mike, was friendly, gathering information and making hard sale. At times I felt that I was buying a car. He would not give us straight answer, and no firm price, but a price which was $1200 more than what was on the Mattress Firm web page. We decided to just buy the motorized platform which he quoted us first $550 for the plastform, he then change the mind and raised the price, We decided to go to another store, and he called the other store. I felt that was shady. We came back to the store at willow brook and Mike was gone by then. We spoke with another sales person which quoted us a totally different price. Much higher than mike just a few hours earlier. The Manager Trevor jumped in and obnocisly and customer No_Servervice, Tervor kept on repeating, why I didn't buy the platform earlier, now the price was much higher. I didn't like that the price would change, nor that the price that was given to me was different from the web page, and lastly, I felt that there was too many sales techniques and that they were more interested in how much money they can get out of me. That's not ethical when it comes from the perspective of a buyer. I repeated again, that Mike offered it to me at a certain price, and Trevor again stated that price was no longer available, yet he said he can give me a price if I would buy a set, which he offered me a garbage mattress and the platform at a higher price still. We walked out of the store and saw a much better mattress online for $900 and the platform for $500. Yet they wanted way over the price making hard sales. I would be careful walking into the Willowbrook store and workign with either Mike or the manager Trevor.

I never had such a terrible experience ever but with mattress firm. Their markup‘s are at least 400% and they sell the worst beds ever. I bought a mattress two years ago it was garbage. They talked me into buying a $1600 bed which was even worse I have been waking up in terrible pain for the past two years. Do not go for their 90 day return policy because that’s bs also. What do you have to go through the paperwork the measuring the lifting if you don’t want to die after that try and get some compliance with the sales people. Then you might want to go and hang yourself. Liars liars liars, thieves thieves thieves!!! If I could give them no stars at all, or negative stars that would be more appropriate. Please stay away from mattress firmI could not place a review without pressing a star. Believe me I did not want to. Do yourself a service... get a platform, and try anything PURPLE, ANYTHING BUT MATTRESS FIRM. I HOPE WE COULD START A LAWSUIT AGAINST THEM. PUT THEM DOWN FOR GOOD. MY NAME IS JOANNE LINSALATA...I WOULD BE MORE THAN HAPPY TO TALK YOU OUT OF DEALING WITH MATTRESS FIRM. I COULD NOT HAVE WRITTEN THIS WITHOUT GIVING A STAR: THEY DO NOT DESERVE ANY. My name is Joanne Linsalata, feel free to call me. I will be reporting them to BBB, AND ANY OTHER LAWSUITS I CAN THINK OF TO CLOSE THEM DOWN!! Please help

This company sells mattresses that are defected!!!! I have had two back to back experiences. The first mattress took so long to get my warranty coverage and get a new one. It was made difficult and it was very challenging! I have a sink hole again for the second time. Now I find out that the sales person sold me a used mattress that someone bought and used and returned it!! And I do not have a warranty. I would have never bought a used mattress. Do not purchase from Mattress Firm!!! You can’t even get a person on the phone to make a complaint. Bad business practices and selling products that are defective or used! I guess as the women shared on the online chat the only way I could speak to someone. She said they sanitize and resell used mattresses!! Really???