Mattress FirmReviews of mattressfirm.com

I bought 2 mattresses in the last month from Mattress firm, one from a local store and one online. The local store was very kind and helpful with the purchase, but the online order was an absolute disgrace. My order was a week late, went to the wrong address and I had received no communication from customer support. I would not recommend Mattress Firm to anyone unless you go to a local store. I have sent 4 different emails at 4 different days to try to get more information on my order, and on their website they say they will be in contact within 24 hours. They barely made that window on the first email. They didn't respond at all on the next two emails and on the fourth email I got a call 2 days later. I want to give them some leeway with everything going on, but this is absolutely rediculous, I have never had worse customer service in my life. In 3 of the 4 emails I asked them to change the delivery address cause I had to move and since they were late on the delivery it wouldnt make it to the first address I ordered with. On the call I recieved 2 days after the 4th email asking for a confirmation for the address change I was told that the mattress would be delived the next day, to the old address. I had been asking for the address change for a week and they still seemed to mess that up. On top of all of this I have yet to recieve any tracking information for my orders or have been updated on when they have been sent out. I would give them a 0 star but you cannot, and I did at least get decent service at the local store. Still would highly NOT recommend buying from Mattress Firm.

I’ve been waiting since March for my mattress and still haven’t received a response! I emailed them and nothing.

Mattress Firm has some of the worst customer service I have ever seen. Once you complete a sale, you are at their whim. They pass you around from store manager, to district manager, to corporate and no one can provide you straight answers. These managers seem to have no authority to help you out, even if they want to. My issue was with the re-delivery of a damaged item. They attempted to deliver me a damaged bed frame and have shown no urgency in resolving the matter. They blame the distribution center's rigid policies that are focused on optimization instead of customer service. Please do yourself a favor and do not shop through this horrible company.

Customer Service? Long story short, great in the store selling, poor after sale support and customer service at the company is useless as they tell you you have to call the store...which is where the problem is. Needless to say I cancelled my order and bought it some where else.

Not impressed and the saga continues,bought a matress for 400 ok brought it home worst matress I ever slept on. Called went and got another one spent 1200 bucs! Paid delivery charge salesman John in St Pete was wonderful. Delivery comes the kid sees a superficial mark on matress. Takes picture and sends to warehouse, they say no return wth. I call store no one answers finally reach someone after opening hours. I had two people look at matress to make sure I'm not crazy. Finally reach store now waiting on a call back. Meanwhile my 1200 matress paid cash is in a truck!!! I'm so angry I can spit!! I'm disabled and that poor quality matress didn't help...they better step up and give me my new one. After all this and extra expenses it better happen...at this point I'll just take a total refund. Never again but, I'll give them a chance to make it right!! They worry about people having bedbugs, really. I want a company with integrity. So my update 15 calls later 1 email showing the matress is fine. They just showed up and I have my Golden mattress. I don't blame the employees their way of business is wrong. Why so many calls because, no one answers the phone!!! I will see how this works out. FYI there is no full disclosure on return policy. U get a receipt and I looked online after my complaint. Yes, you can try it, but 10%restocking fee and u have to pay 99.00 again for them to pickup and delivery. Look this place up I didn't and I know better!! I would never go back!! Nor refer them to anyone. My son works nights but, he overheard the delivery conversation and was po'd to say the least. He said because ur old haaa they didn't respect you!! He made sure he was up when they came back. Sorry no tip and we are a giving family for service personal.

Spent 1k on mattress but didn't get adjustable base free due to mattress being a demo. I believe sales rep needs coaching on people skills seemed irritated with our questions. We shopped in Tyler Tx on the loop, I wouldn't shop this location again or Mattress Firm with false advertising on adjustable base.

I was with my sister when she bought a mattress at the Matthews store. The salesman told us one thing and when the mattress and frame arrived, it was not what was represented she would be receiving. Bait and switch tactics. To receive what was represented,she would have to pay additional money. Since she had already gotten rid of her old mattress, she was basically stuck with having to do this. The manager was argumentative, condescending, and was not at all accommodating. I would NEVER recommend this company nor buy a mattress from this company in the future.

My wife and I are very pleased with our sales representative, Ralph Morris, at the Mattress Firm here in Pittsfield, Massachusetts at 555 Hubbard Avenue. He was very nice and very helpful with getting us our mattress. He help us out with a payment plan and delivery to our new home on the day we requested. I would shop with them again if I'm ever in need of another bed. Thanks Ralph Morris.