Mattress Firm Reviews 

First of all let me say that the customer service that we received online and in-store was EXCEPTIONAL!! 5 STARS to both Jason(online) and Kenneth(in-store) that went way out of their way trying to make our experience a positive one.

Unfortunately the product quality is where things went South. We originally ordered the "Sealy Posturepedic® Elite Brenham II 14" Ultra Firm" mattress hoping this was the right choice. The mattress felt great and was very comfortable. The problem we had was the poor workmanship manufacturing the mattress. The top cover was so loose that it moved when we moved in bed. We held out hope that we would receive a replacement that was not defective. We finally gave up after the 4th mattress, yes four.

We decided to go to an actual store to see what else might be available in extra firm. We tried the "Stearns & Foster Lux Estate® 14.5" Extra Firm" which should have been a huge upgrade from where we started. The mattress was very comfortable as well, slightly more plush than the Sealy we started with. Once again we had taken delivery on a mattress that was not made correctly or was defective. After just 2 nights of sleeping on the Stearns & Foster mattress there were already 1" body impressions on both sides. After seeing this I also decided to measure the mattress since it looked lower than the previous Sealy that was thinner. This 14.5" mattress only measured 13.5". That made me wonder what layers were missed or were cheaper materials used in manufacturing. Something wasn't right!

Something has changed with the quality of Tempurpedic, Sealy and Stearns & Foster after they all merged under one company, "Tempur+Sealy". They also own Mattress Firm which makes solving a problem much harder.

Thankfully we were able to get a full refund and shop elsewhere.

I went to buy a mattress topper. Very limited communication except for taking the order and my money. Failed to mention a no return policy in this item. They don’t keep these in-store so had to be ordered. When I asked about delivery date I was told “once it’s accepted youll be able to login and see the delivery date”. Never received confirmation of the order “acceptance” so went elsewhere to buy the topper. Called the mattress firm store and was told that because it had shipped that I could not cancel the order. I asked how I could return it once it arrived and there was a lot of confusion before I was told I would need to call once it arrived so that they could discuss with management.

NEVER buy from here ever. It’s a total “bait and switch” operation now. The mattress removal is also not free. They change the delivery method after you order and than will try and charge you $99 for delivery service (mattress removal).

I had an extremely rude experience with Mattress Firm’s customer service on their official website. The agent, Ricardo G., accused me of “chatting in multiple times” simply because I asked different representatives about pricing — which is completely normal for any customer.She then ended the conversation for no reason.
Different agents gave me completely different prices, showing zero consistency or transparency. This is exactly why I had to ask more than once.
Very unprofessional and unacceptable for a nationwide brand. I strongly suggest avoiding this representative, Ricardo G.

Excellent service from Monica and Joshua. Monica is well informed and invested in the product. Highly recommend.

I think the company has lousy mattresses. The edges break down and also the firmness gets real soft after a few years. I wouldn’t recommend using them.

Has anyone bought a mattress from Mattress Firm
Have you had problems?

Purchased a $4,000,00 Sterns and Foster Mattress from Mattress Firm in April 2024. The mattress structure started to fail and the outside rib structure of the mattress completely lost its retention causing the mattress to sag and had a depression on the outside edge of about 2 inches. Called store and was told all warranty claims had to be processed by corporate and it would be a $79.00 non refundable charge for someone to come out and evaluate mattress condition to see if mattress qualified for warranty. Another option was to go to corporate web site and fellow instructions and submit pictures for warranty determination. We submitted warranty request with pictures on 10/02/24. We followed web site instructions as stated. Received email notice that pictures were not showing problem and please provide new pictures as per web site. We resubmitted pictures as instructed again still receive notice that new pictures were not adequate. Finally after two more times of submission of pictures we were told pictures were adequate and they would notify us of their decision. On november10/08/24. We received word that the mattress was within factory specifications and Warranty clam was rejected! On 11/13/24 We notified Mattress Firm that mattress had gotten significantly worse and we had new pictures to show how mattress was diffidently defective and sleeping on mattress was almost impossible! I had to sleep in spare bedroom on a previously purchased mattress as the defective mattress was absolutely impossible for me to sleep on..The outside rim of mattress had completely failed no longer had ability to support any weight had completely collapsed fallen down 10 inches or more the side now was bulging out 4 to 6 inches. This is on both the right and left side. We requested by email to speak to a person to explain the situation and that we needed help. On 11/25/24 we received notice from Mattress Firm that our case was closed and it was determined we were not eligible for warranty! Since then my wife broke her arm and has fallen out bed 3 times because of this mattress.
I am seriously considering doing a class action if you have had problems with Mattress please let me know the particulars so I can proceed!

Buyer Beware—Do Your Homework First

My experience with Mattress Firm Key West started off promising. Christopher, the salesperson, was pleasant and helpful during the in-store visit. Delivery was smooth and on time, which I appreciated. But unfortunately, things unraveled after the sale.

After receiving my bed, I got an email prompting me to connect my adjustable foundation to an app. I tried, but kept getting a QR code error. That led me to the manufacturer’s website, where I discovered there were multiple foundation models—and realized mine wasn’t compatible with the app. I also noticed promotional discounts I hadn’t received.

I returned to the store for help and was told the app only works with a more expensive foundation—something I was never informed about. I asked about upgrading under their advertised 120-night sleep trial and was told I could, but only if I paid the price difference plus a $250 restocking fee. That felt misleading.

As for the discounts, Christopher said he had “upgraded” me to a foundation with massage features. But what if I didn’t want that? Or preferred a different upgrade? That choice was made for me without a clear explanation.

Bottom line: ask pointed questions and do your own research before buying. Understand exactly what features your bed and foundation offer, and don’t assume the advertised trial or discounts will apply without conditions.

I went to mattress firm once about five years ago and had a lousy experience and was overcharged for a bed that the salesman told me was on sale went in reality seven days later what I paid was the actual price and it was on sale for $375 cheaper. When I went back and told The manager, that I thought that was deceptive business practice he told me that's just the way the ball rolls. Ever since when I see a mattress firm commercial I want to puke not only because of the bad experience that I had but it's obnoxious, disgusting, and I would never ever go back to mattress firm again to even buy a pillowcase. I hope the place goes belly up soon

Purchased a Serta queen extra firm mattress from Bradley IL store #119150 on July 15th during their July Sale Event. Salesperson Eric was very helpful in making it an easy transaction. Delivery was fast, on time and flawless. Very happy with my purchase and would buy from Mattress Firm again.

salesperson was nice and was able to make a decision fast had all the answers to my questions

Was lied to about delivery time. Was told that my purchase would be the next day, came next day NO delivery. Called to find out where my delivery is. Was now told 7-10 days. I asked 3 times about next day delivery and was told 3 times yes. I guess after purchase they do not give a shit. The answer way delay was "We gave you a discount". Money was not the issue the quick delivery date was most important.

Gor ripped off from Mattress Firm. Their so called sleep experts suggested the worst mattress I have ever slept on, causing me to be in pain from how much it sinks in. They were contacted immediately for a full refund & all I got was to charge me more money to take it back. They do not stand behind their products & don't believe what these sales people tell you. All they want is the sale & then your stuck with a bad mattress. Very disappointed with how I was treated & will never step foot inside another Mattress Firm again.

What a fraudster, when you claim your warranty honestly, they deny you and come up with nonsense excuses and policies. Where were those policies when a customer buys the whole set from your store and you don't tell them that this won't cover the warranty of this mattress. When a mattress becomes defective you bring up all those policies. On other side there are people scamming the hell out of ya all by submitting some other base and mattress so just they can get a new mattress. On the opposite side you guys commit fraud with the hard working and suffering from painful sleep customers on your defective mattress. Especially after thinking that you have bought a mattress that will last you 10 years after paying more than $3800 for just a mattress.

Took out extended warranty, within 3 years the mattress was shot. My wife developed severe back problems, she had to go to PT for the pain and be on medication to slightly relieve the ongoing pain. We took tons of pics send it to them and they told us the manufacturer will not honor the warranty. They are owned by Simmons. So save yourselves lot of money and heartache and NEVET BUY THEIR MATTRESSES, they are low grade material BUYER BEWARE!!!!! Also they DO NOT HONOR THEIR WARRANTIES.

My technician guy Juan Gutierrez did a excellent job on adjusting our bed and was very knowledgeable about our bed.

Great experience and we was well satisfied.

We are very satisfied with our bed. Great sleep.

Thank you

1-Star Review: Mattress Firm/Synchrony Credit Card Accountability
Pros: The initial sales process was smooth, and the bed we ultimately received meets our expectations.
Cons: I am deeply frustrated with Mattress Firm’s handling of our refund and their lack of accountability. During our purchase of a $6,140 mattress, the store manager strongly encouraged us to open a Mattress Firm/Synchrony credit card to qualify for a rebate, despite our intention to pay in cash. This felt like a high-pressure tactic to push us into a credit agreement, which has now led to significant inconvenience.
Due to the need for a firmer mattress, we returned our original purchase, resulting in a $762.65 refund owed to us since February 20, 2025. As of May 20, 2025, we have yet to receive this refund. The credit card company claims “the check is in the mail,” but our secure, locking mailbox has received no such payment, strongly suggesting it was never sent.
When I raised this issue with Mattress Firm, I was told the matter is between me and the credit card company. This is unacceptable. Mattress Firm’s name is prominently displayed on the red credit card, making them equally accountable for this process. Furthermore, the card’s exorbitant 39.99% APR for late payments is outrageous, and I believe Mattress Firm owes me equivalent interest on the delayed $762.65 refund as compensation for this prolonged inconvenience.
This experience has revealed a troubling pattern, as I recall discussions with store staff indicating awareness of refund delays. Mattress Firm must take responsibility for their branded credit card and ensure prompt resolution. I urge them to deliver the owed refund immediately, along with appropriate compensation for the three-month delay.

Mattress Firm censors honest opinions. It sends me a survey but only allows opinions on the quality of the mattress, not on their service. I think it's because they know their service is shawty. They give you a reasonable date of delivery but they never deliver it on that date. They usually push delivery forward an additional week or more. When they deliver, you get one English speaking person, if you're lucky the person speaks fairly good English. Maybe that will change now that illegals are being deported.

I recently oversaw the purchase of two mattress sets. One for my elderly aunt and the other for her handicapped son my cousin. Antony B. was the knowledgeable no pressure salesman who took them both on a tour of the stores mattresses explaining the feautres of each and the value of the types of moveable frames. Both my aunt and cousin after testing out several mattresses each selected one. Because of their age I insisted that mattress cover be installed during delivery and Antony B. called the deliver service to confirm the value added service was available. At deleivery the value addeds service was unknown to the deleivery persons. I called Antony B.. and he spoke with the delivery lead and he extended his services of placing a mattress cover on both mattresses. The delivery personel were pleasant and efficent. Best of all both my elderly aunt and cousin are very pleased with their mattress purchase. In addition a 5-days are delivery Antony B. called to status the overall delivery experience which was 5-star. So was our sale by Antony B.

Do not attempt to make a purchase!!! I was billed three different times and have not received a refund whatsoever. Mattress firm keeps using the excuse. They don’t have an order on file even though the transactions are posted onto my account. DO NOT MAKE A PURCHASE HERE!!!