Mattress Firm Reviews 

Horrible company & Guarantee! I was told I could try out my new mattress and exchange it if I wasn't satisfied. I returned to the store 2 weeks after purchasing a new Purple mattress. When the delivery with my new mattress came, they said there was a spot on the mattress and they couldn't do the exchange...the spot the delivery people put on the mattress! I cleaned it (as directed). They said they were unable to do the exchange because the spot was still there. THE SPOT WAS GONE AND SO WAS MATTRESS FIRM. DO NOT BUY A MATTRESS FROM THEM EXPECTING THE CUSTOMER SERVICE TO HELP. HORRIBLE TRANSACTION.

Honest? Not mattress firm they need to review their policy.
No service nor help in resolving a broken adjustable bed 2 months old, even with purchasing a 5 year warranty Now this is not the American way.
Do not buy from them.

Bought a sleepy Cerda matthis calking size from nia, who was a wonderful sales lady very helpful and everything went smoothly. The price was very good and.
Being a cow king it took a little longer to get so I waited a week. And the delivery service hadn't here at the time they promised and everything went smoothly. And I'm very happy and I would rerecommend this mattress company to anyone who wants to buy a mattress. Be sure to go to nia at the Antioch office. She's the one that I spent most of my I negotiating wit will.

Stay Away! Shop with a company that has a good reputation and with good reviews. Mattress Firm does not honor their 120 Night Sleep Trial guarantee. They use deceptive tactics and can’t be trusted. They lie. They did even give me a printed copy of the 120 Night Trail but said they did. Be sure to ask before you purchase and read the fine print.

I purchased two mattresses online for delivery on 1 April. I received two email updates confirming my delivery would be soon (on 1 April). Both messages said I would receive a call the night prior letting me know the delivery window. But I didn't get a call the night before ... and I didn't get my delivery on 1 April. When I called to ask why I did not recieve my order, I was told there was a mix-up with my address. So, my order was not loaded on the truck that day. When I called the next day to confirm delivery, I was told that both mattresses were discontinued and out-of-stock. The representative said the 'computer' never should have let me order the discontinued items in the first place -- over a week prior. And then, they tried to sell me two other mattresses!!! At no time before I called about the missed delivery, did anyone from MattressFirm attempt to contact me about an address 'mix-up' or the fact that they didn't even have the two items they sold me. Instead I waited in vain for mattresses that were part of a bait-and-switch scheme and then had to pay for a hotel room as I had no mattresses. There needs to be negative stars for the way this firm treats its' customers. (PS - They still have not refunded my payment!)

Terrible Exchange Policy – Bait and Switch Tactics!

I recently purchased a mattress from Mattress Firm during a promotional sale. The mattress and base were part of a bundle deal, and I was happy with my purchase. However, after receiving it, I realized I needed a different size and requested an exchange.

I was initially told that I would have to pay a $99.99 return processing fee, which I reluctantly accepted. However, despite the fact that the mattress price difference between sizes was originally minimal, they suddenly claimed that the mattress was no longer on sale, making the exchange cost $851.18 more! This is completely unfair and deceptive.

When I bought the mattress, the price difference between sizes was always the same, no matter which one I selected. Now, they refuse to honor the same logic and insist on charging full price. Their excuse? "Promo codes are not valid for exchanges."

This is a classic bait-and-switch tactic – they lure customers in with promotions, then make exchanges impossible without outrageous fees. Avoid Mattress Firm unless you enjoy getting scammed.

I will make sure to share my experience across all review platforms so others don't fall into this trap.

Our local MattressFirm sold us a faulty BeautyRest mattress set and made us go through BeautyRest after the third party MF sent out to measure and photograph told us it was, indeed, faulty.

MattressFirm sold us a mattress they knew had a tendency to crush down on the sides and top. Now we are stuck with an uncomfortable mattress in only our third year of purchasing it! What a waste of $2,000+!!!

I want to say that I have been threw HELL AND BACK, personally mislead as a customer like you would not believe!!! I walked into your Rockland plaza store and purchased iteams on 02-02-2025 originally got an amazing deal. My delivery came to my house and mind you after set up on 02-04-2025 my partner and I almost collapsed to the ground due to poor set up. The next day went back into the Rockland plaza store met with another rep who was amazing by the way and took our matter seriously ended up getting a good deal with protection plan. Then on 02-14-2025 I had seen online that the president's day sale was cheaper for a better mattress than the one I originally ordered and the adjustable frame was at a cheaper price then what I paid before the managers special that was originally applied. So I spoke with my original sales rep and asked to switch out my mattress and put me in a better one knowing to receive what was to be an adjustment to my lease in price and quality but was told to wait till wensday February 19th and meet with my original rep to make those actions. We'll lord and behold wensday February 19th came and I walked into the Nauet store and was told by the rep that my original sales rep was supposably Majorly sick and i mean ill mind you I felt horrible for i who have multiple major health issues take sickness seriously!!! Expressed to that rep what i was wanting to have adjusted and was told that I was misinformed so for the inconvenience the district manager would be willing to offer my switch out of my mattress and put me in the one I wanted for $100.00 more and that adjustments to my lease would not be honored as agreed with my original rep. Huge miscommunication on my original sales reps part!!!. Was then at that time told by that rep to personally call my rep and deal with what I needed and to also call another store manager from a different state and have them take care of me like I was now an employee and no longer a valued customer meanwhile chuckling at me in the most wise crack manner!!!. So after all that BS was said and done i was at that time told that a District Manager would be contacting for my current issue by 3pm or 48hrs. I ended up going to the Rockland Plaza store and told that rep mind you who was absolutely amazing but appalled from what they was hearing of what I just went threw with that other rep. Ended up calling their store manager Hovadis who just so happen to be in the area took my complaint to heart and offered me 10yr protection on both mattress and adjustable base with the $100.00 that was used with the rep from the other store, also told that MY ORIGINAL REP WAS NEVER SICK NOR ILL THEY JUST WAS GIVEN A DAY OFF. NOT COOL TO LIE ABOUT ANYONE BEING SICK!!!!. Now at this point I am told my new replacement will be delivered 02-20-2025 and all will be settled...got my replacement and was accused by the delivery reps that their was mattress damage which ended up being false and situation fixed on their part for mishandling the switch out approved by their supervisor to move forward and sign my invoice as all ok!!! Thank God!!!. Ended up going back into the Rockland Plaza store 02-21-2025 meeting with another rep expressed what happened with my delivery and current situation and finally got to speak with the District Manager that was supposed to take place the day before but was told that he wanted his employees to handle the situation....that's your job not your employees!!!! That's #1!!!!!. Moving forward i am very greatful for all your Manager has done for me..and...Naomi and Ed for handling my situation with compassion and respect and for taking me as a customer seriously 😊. ALL THIS COULD OF BEEN AVOIDED WITH BETTER COMMUNICATION AND CLEAR CUSTOMER SERVICE TRAINING.

Our Hanover PA salesperson, Kyle Morgan, was amazing. He knew the in's and out's of every brand and followed up the next day with an email concerning all the specs for each part of the split King options that we were interested in. We showed up again two days later and he remembered us and our specific needs. Such an impressive sales and manager professional.

When we went into the Rocky Point store to shop, all went very well. Barbara did an excellent job helping me. A delivery date was arranged. Two men came in saying they had the frame but NO mattress. What?!?! Why? Nobody contacted them to pick up and deliver a mattress. Called the store and found the mattress and frame were coming from 2 different places. Delivery set up again the following week. Three men come in. Two set up the new frame and the third stated there was NO mattress on the truck for me. Roy, Bernard and Antonio couldn’t have been nicer. Bernard called the store and was told they had the mattress and were trying to set up a delivery. For two weeks?!?! These three men took time from their day, their planned route, to actually go directly to the store and pick up and come back with my mattress! I applaud the delivery guys - Roy, Bernard and Antonio - but not the store.

I ordered a bed on Saturday. Wednesday now I'm told maybe this weekend I'll get it... another pos company who said call us to deal with it. No call room unless i was to purchase something. they send you to a local store to a salesman who has no idea... getting the feeling this place is a scam

I purchased a mattress and adjustable frame from the mattress firm in Kannapolis, North Carolina. I was told that they had a clearance adjustable base that I could purchase for half the price. I was also told there wasn’t anything wrong with it. When it came to my house. It had tears and rips in the cover. When I asked about this and called the sales person I dealt with he acted like he didn’t know anything about it, but also said there’s really nothing he can do. I told him if I would’ve known there was an issue with it. I wouldn’t have bought it. Again, he basically said there’s nothing he could do. I would like to have a new cover for the adjustable frame or a new frame.

This review is for Mattress Firm in Valencia California.

I put my mattress receipt between my mattress and box springs in case there is a problem I know where it is. The other day I found it while rotating the mattress and realized it was almost 20 years old. Yikes! At 74 I have been experiencing lower back pain and a MRI confirmed I have spinal stenosis and disc problems. It was time to get a new mattress. It is such an important and difficult purchase to make so I did some homework and headed to Macy’s to check out their end of year sale mattresses. I found one I liked but the salesperson said his shift was over and he was leaving and there was no one else to cover his department It was 6pm and the store didn’t close until 10pm. This was not the customer service I expected from Macy’s on a major purchase. Yesterday I went to Mattress Firm in Valencia to check out their options. Their online store and reviews were spectacular. The explanation of return policy and delivery charges were clearly explained. Their sales assistants all had extensive hours of education in mattresses, that can’t be said for Macy’s. I showed up on New Years Day close to their 7pm closing and was warmly greeted by Corrine. We sat and chatted about my needs and about which mattress at Macy’s felt “right” to me. She took me to a different brand and said it should be a very comparable feel. It was! I tried mattresses from all the brands at all the costs and the Queen Sealy on sale for $897 was the perfect fit for my inner Goldilocks…it was “just right”. I wanted an adjustable bed frame with all the bells and whistles and purchased a top of the line version at a nice discount since the basic $300 adjustable frame came free with the bed. I spent as much on the frame as I did for the bed but know that the options for raising my legs will help with inflammation. The comfort level of my bed has been multiplied many times by the addition of the adjustable frame. It is a quality product with a five year warranty. My delivery is tomorrow and I can’t wait to try my brand new adjustable bed.
Thanks Corrine for making one of the most difficult shopping decisions of my life so easy. As a customer, you won’t be disappointed in the wide selection and competitive pricing at the Mattress Firm. Corrine’s knowledge and friendly professionalism made this difficult dreaded task a very pleasant and rewarding experience.

I made the mistake of ordering a mattress on line. The store does not communicate with the online ordering. So my mattress delivery was changed from 26 November to 18 December when we had no one to help us take the mattress back to our bedroom and haul the old mattress away. Even though it was their fault I was willing to pay to have it delivered with mattress set up. There was no way to communicate this to the mattress delivery. Now I am having trouble setting up a new delivery date with help to set up in our bedroom. The local store in oak ridge cannot help us, just referring us to the website. So I will keep trying to reach them. This mattress was ordered in early November.

I recently purchased a mattress in a box from mattress firm. Unpin delivery I realized the box was not that heavy. Instructions were in the box (take mattress out of plastic and let sit in a well ventilated area to rise up and to get that boxed mattress smell off mattress.

Your commercials include BLATENT BULLYING!!!!! How are kids to learn the hard fact when adults and PROFESSIONAL BUSINESS perpetuate the very thing that’s wrong with our society and that’s a lack of tolerance of others…. These ads are offensive and give the impression that this is OK. IT’S NOT OK TO SET THIS EXAMPLE TO OUR SOCIETY ESPECIALLY OUR KIDS!!! I will never be your customer.

Deceptive marketing and terrible mattresses. I purchased a BR800 plus pillow top mattress on their website thinking I had 90 days to try it out and then return it if it did not suit us. Big mistake! I should have definitely gone in store to try it out before the purchase. The mattress is terrible. It's squishy and has no support. I did not realize that 800 corresponds to number of coils in the mattress and in the words of the sales associate when I went in the store something along the range of 1200 or higher is what would be ideal. The mattress was also about 4 inches shorter than my old king bed and doesn't fit my bed frame properly resulting in pillows sliding off the bed and filling the space behind the mattress. After testing out the mattress for a few weeks I have terrible back pain. And have reverted to my old $250 Amazon mattress. I then go to return the mattress only to find out that the 90-day trial period is not risk free. I would have to pay $250 for them to pick the mattress back up and then the remainder of my refund can only be applied to another mattress from them. So all in all the total cost to refund the mattress would wipe out the $500 I paid. I think this is why their mattresses are priced so cheaply online is because you will lose a lot by returning it so people end up keeping the crappy mattress. For context, the store doesn't even sell this mattress.

Nate, the store manager of Guilford and Groton, was our sales person, and he took a personal interest in our answers. He was not pushy and clearly cared that what we got, was exactly what we wanted. He listened closely and worked with us. We entered not planning on getting a mattress, but given the level of care and professionalism that he showed, I felt comfortable deciding to go ahead and buy a mattress. He laid out our options clearly and was highly patient during my information gathering session. I'd highly advise you to come and see Nate for your mattress needs and will be directing any and all people who ask me for advice of where to go, to go to Nate or his team where they will have a great, non stressful and deeply informative buying experience.

I purchased a mattress to be delivered on 11/10/24. The driver got lost, he refused to take directions because his phone is tracked and he would be fired. Of course there is no one to speak with. The chat representative suggested they couldn't find the address because it was new...so new, that I have lived here 25 years and fed ex UPS, DHL and Amazon all deliver without an issue. The driver returned the mattress to wherever he was dispatched from. I called 11/11/24 to reschedule delivery and was told the earliest day would be after I had moved to my new home 4 hours away. I explained that I am moving and needed the mattress prior to the move, the customer service rep said that was all they could do. I told them to refund my money which of course will take 7-10 days. This company thinks it is ok to penalize the customer for their mistake.

We were sold both a mattress (Beautyrest Black Diamond series) along with the metal "900 adjustable base" that was heavily promoted. Every mattress looked low profile in the store, and the adj. base seemed a nice feature. The salesman assured us Mattress Firm wants our complete satisfaction and we could return or exchange within 4 months (he never mentioned a 'no return' policy on the adj. base). When the delivery guys set up our mattress and base, they placed it on top of our existing bed frame, which meant our nightstands were now 6+ inches below us, and our bed looked like it was floating in the middle of the room - ridiculous. And it was now obvious what a safety issue the metal adj. base was, with our two cats, or if you have small children or pets. This type of adj. base is appropriate for a hospital or medical facility only. But on reading the fine print I discovered no returns on the adj. base - so all that sales pitch on 100% satisfaction and a liberal return policy were for the mattress only. So...I researched online and found MANY complaints on Mattress Firm and this specific issue, and one attorney weighed in and said that just because their policy is 'no returns' on the adj. base, doesn't mean they won't take it back. So, we went back to the store, met with the salesman, and we told him how deceptive this was, and we won't abide a safety issue, which was real. They should not be selling and presenting these adj. bases the way they are. They did take the adj. base back, came to the house for free pickup-return, and while they were slow to credit the $900 back for the adj. base cost, once I called my credit card company to file a dispute, that apparently woke Mattress Firm up and they did issue the credit.
Very happy with the Beautyrest mattress - don't get sucked into what you don't need, and read everything.