Mattress Firm Reviews 

Hi friends, be aware that the mattress firm is a shady company. here is my story, I bought a new mattress, and it was delivered with plastic covering the whole mattress, when I took off that plastic, I realized that there was a dip in the middle, which means that the mattress was not new, so I called mattress firm for a pickup and a refund, they told me there would be a 99$ pick up fee. + 99$ restocking fee, now here comes the kicker besides the obvious, at the feet of the mattress there's an additional foot of plastic with plastic attachments, that covers that part, and I thought that was meant for when dragging the feet part of the mattress it wouldn't get dirty, anyway when picked up, the co. took that part off supposedly for inspections, and lo and behold I found out that underneath that foot of plastic, there was a cut, they refused to pick it up, and I never received a refund, people DO NOT BUY FROM THIS CO.

Location: Mattress Firm Warehouse
6524 Pelican Creek Cir, Riverview, FL

Service Team: Ariel Diaz

The delivery of both my mattresses came today 9/22 at 3pm. The Service Team of Ariel Diaz. While the Queen size mattress was all good and in perfect shape, my King size mattress was torn on the bottom edge. There were no quality control checks done and I am very upset. I tried to chat with customer service they refused to help me. Mattress Firm overall did a horrible job with both the delivery process and trying to resolve a customer complaint. Order Number: HSM6K567LOCF

I bought a memory foam full sized mattress today from the Woburn, MA store. The manager was the only one working and couldn’t have been more accommodating or professional. He gave me a great deal without me even negotiating. The Sleepy’s mattress I bought is high quality. Don’t make the mistake of buying a mattress online without testing it out first. Mattress Firm gives a four month guarantee too.

Ordered a Tempur-Neck pillow from Sleep Expert (aka Mattress Firm). Salesman agreed I needed a small profile. He got the order started and told me price of $172 (included tax). I was shocked. He said that Tempur-Pedic never has a sale and that was the price. Guess what, after the disaster as listed below, I went to Temper-Pedic website and the pillow was on sale for $119 buy one get one (with regular price of $129 when sale was over). Read list of events below:

1. Order shipped to wrong address. Sleep Expert replaced, then delivered to wrong address (delivery company's fault). Finally got it. Took a month.

2. Ordered a Small Profile and got a Firm Medium Profile

3. Paid $172 at Sleep Expert. On Tempur-pedic website it is $119 and get a 2nd pillow free and when sale is off, regular price $120. Is this price gouging or what from Mattress Firm and it shows that Tempur-Pedic does not care nor has any control over those that sell their product as I contacted them and they said since I did not buy direct from them there is nothing they can do. They have no control over their distributors.

4. Pillow is like a brick and because it is a medium profile can't sleep on it

5. Person at Sleep Expert said if I kept the box (which I did) I could bring it back for a refund. That Sleep Expert is now out of business. Took the pillow to the Mattress Firm right down the street and the salesman there came from the Sleep Expert where I bought it. He was not the one that I bought the pillow from but he knew the story when I called with all the issues to complain the day before they closed their doors. As soon as I walked in the Mattress Firm store we recognized each other from the Sleep Expert store that just shuttered. Before I could say anything he said "We can't take the pillow back." I told him I knew he knew the whole story and he still wanted me to walk out of the store with the pillows. I left it with him and told him to dispose of it as it was useless to me and I was disgusted with their pricing and not giving me the choice to spend $50 less and get an additional pillow and the right profile.

I would rather have set fire to $172 than to have gone through this terrible customer experience with both Temper-pedic and Mattress Firm. Beware.

Why can you sleep on a mattress for 120 days (and more things happen on a mattress and a pillow) and then return it. Why couldn't I have just gotten a replacement pillow at equal value or why couldn't they have acknowledged their price gouging and offered me a refund on the price difference to at least show some customer service.

Jenna Nixon covered up a sexual harassment claim at the store and tried to buy me off. I asked her to escalate to a supervisor and she said I was banned from the store and stopped responding. I need to properly report her.

I recently attempted to use a $300 I received from purchasing a Stearns & Foster mattress to buy a crib, only to be informed that it couldn't be used for furniture, which is their policy. However, when I tried to use the credit for other items along with a promo code, I found the customer service to be quite unhelpful. The online representative repeatedly insisted that the promo code couldn’t be applied without explaining why, despite there being no clear guidelines against it.

Eventually, I spoke with a representative named Henrietta. Unfortunately, she was also unable to provide any clarity on why the promo code couldn’t be combined with the credit. Instead, she spoke over me and came across as rude, making it feel like she was doing me a favor just by talking to me. She pressured me to use the credit immediately or risk losing it, which felt very forceful and contrary to their own policies. Overall, my experience with customer service was disappointing and left me feeling unheard and frustrated. It seems they are unwilling to listen to their customers or adhere to their stated guidelines

I ordered a mattress on August 12, 2024. They said it would be delivered Aug. 17, it never came. I called two days later and was told that they had cancelled the order. I had paid with AMEX through Paypal. AMEX said contact Paypal to dispute the $1800.94 of my money that Mattress Firm was holding. 3 weeks later I have not yet had a refund. Supposedly Paypal is working on it and Mattress Firm is doing nothing. I am not impressed with Mattress Firms business methods, and further would never use AMEX with Paypal again. Each can point to the other to get the matter resolved with no ultimate resolution. Ironically, Mattress Firm just sent me a survey asking about how well I am sleeping on my new mattress. Obviously they don't know what they are doing.

Perfect Sleeper® Charlotte 11.5" Medium
Plush Mattress
V000246683
Queen
$500.00
Qty: 1
Delivery

300 Adjustable Base
V000229895
Queen
$600.00
Qty: 1
Delivery
No Image Available
Matt Setup & Haul Away / Adj Base Setup
Qty: 1
$149.99
Delivery
No Image Available
5 Year Single Base Warranty
Qty: 1
$149.99
Delivery

Cool Touch Pillow
V000254803
Jumbo
$0.02
Qty: 2
Direct Del

Subtotal
$1,400.00
Shipping
$0.00
Tax
$93.75
Total
$1,493.75
Payments
$1,493.75
Finance Amount
$0.00
Balance Due
$0.00
Bed has been an absolute nightmare in the last couple of months.
Description
SKU
Qty
Matt Setup & Haul Away / Adj Base
Setup - 39623212062-095098
135406-
1
5 Year Single Base Warranty -
39623212062-095098
105480-
1
300 Adjustable Base - 39623212062-
095098
132475P-V000229900
1
Perfect Sleeper® Charlotte 11.5"
Medium Plush Mattress - 39623212062-V000246682
095098
133945P-
1
It is possible that all the items you ordered are not on this list. Your order may ship from multiple warehouses on different days.
Warranty for mattress should’ve been an offer. It has a huge sink in it where I lay near my pelvic region and I get up and wake up in serious pain. Very disheartening it didn’t even last a year. Order Info
Delivery Date: 8/2/2023
Store Name: Mattress Firm 095098
Sleep Expert™: Joe

Purchased a beauty rest mattress 13.5” and it didn’t last a year. I am 125 lbs and should not break a mattress down in 10 months. Huge gap to toward the middle of the bed. Warranty has you lay a broom stick and use a piece of paper to show sagging which they denied in about 45 minutes of submitted all their insane photos. The sag is 2.5” and they said it’s normal wear. Go anywhere but mattress firm to buy a mattress!

My experience has been a positive one. I have been dealing with Tyler, at the Mattress Firm in Knoxville, TN, and he was very helpful, and has provided support throughout the entire process. My new bed is scheduled to be delivered next week, and I will come back and update this review once the process is complete.

The mark of a great company is how it treats its customers after the sale. A defect popped up in my mattress, I took several pictures that clearly showed it, and submitted them to the claims dept. They responded that they needed more photos, I took them, still wasn’t good enough, so they offered to have a professional photographer take them — at a $79 cost to me. One would almost think they try to wear down the customer til they go away and give up. Very disappointing experience. This review is for Mattress Firm in Houston, TX.

Purchased a mattress for my elderly Mom to be delivered to her assisted living. Tim , the sleep expert at the location in Delray Square at 4779 W. Atlantic, was very knowledgeable and not pushy. He helped me find the perfect mattress. The delivery people were on time, and very professional. Highly recommend!

I ordered a mattress and an adjustable bed frame from Mattress Firm. The delivery was scheduled for the following week, and I was told that I would be contacted the day before with a delivery window time. Well, I was never contacted, so on my scheduled delivery day, I called customer service only to be informed that both items were out of stock at the warehouse and that they themselves were not aware of that until my call. Then, they proceeded to reschedule a delivery date without confirming it and with a twelve-hour delivery window on a Monday. I am NOT happy with their service period.

We've bought from Mattress Firm a number of times and have had no complaints. They did what the said they'd do when they said they'd do it. Unfortunatly that's all changed. Since they got greedy and over-expanded they are crap. Customer service is horrible. We bought an adjustable bed less than three years ago and it just quit. Apparently the problem is the remote lost connection with the bed. NOBODY at Mattress Firm or any of the companies they buy from can solve a simple problem. Take my advice. Stay away from them!

Horrible mattress and warranty is a joke. Serta Azure Bay firm $800 (was $1400) king mattress FAILED after about 8-10 months. Sagging was about 3” on one side, flipped and it sagged again. Contacted corporate and they wanted pics. Sent pics with a ruler showing the sag and they wanted more. Then more pics of frame and box springs alone. Then more. They offered to have someone come out and photograph for $79. The small print in their “amazing” warranty also says they charge $99 for pickup, $99 for delivery of a new mattress and a $99 “restocking” fee. So, based on this, their mattress failed and they would deduct almost $400, from our original $800 and we could use the remaining $350 as a “credit” to buy another mattress through THEM. Ya, right. SCAM.
BUY FROM COSTCO! Better prices and NO questions asked on returns for the FULL purchase price.
Read the other reviews about this company and “alleged” scams.

I'm a 65 year old disabled woman and almost 2 years ago my daughter and her husband were nice enough to buy me a bed that helps my pain bc the legs and head go up/down and I sleep better. We decided on Matress Firm, but i did do it online.....Few weeks ago my bed was too close to the wall so my friend came over to pull it back a little bit. At that moment the head part of the bed fell, 2 of the legs just broke off and now there all off, the screws broke in the frame...I just went thru throat cancer and have lost my voice, totally so my very helpful son in law, who is over 2,000 miles away from me, but he called them and he sent pics of the legs, but they wanted pics of where the legs were which is under the bed on the floor. The lady he talked to said I need to.pick it up and take pics...after 2 bouts with cancer and multitude of other issues I'm very weak. Well they left it at that, but then called him back to tell him they don't cover the legs!!! I wish I would have checked their reviews...don't waste your money here. They say they take care of everything, because
honor their warranty they call it hassle free. He spoke to Sarahi Dominguez and she wasn't helpful at all. We have 2 year warranty, and a 5 year warranty on parts, you tell them what you need and they sent to you...I know it's a different company that handles frames, but I bought it from them. I will be reporting this to BBB, consumer affairs, facebook, everywhere i can and also disability. Bc I believe they are telling me have to do these things after I told them I am disabled and I have no one that helps me do things..don't trust this company. They don't keep their word.

Have never bought one but have to say their commercials are not helping them. Sleep a great night and turn into an idiot
The whole “how do you sleep at night” is negative and horrible.

Bought a $250 purple pillow from mattress firm slept on it for a week my wife's neck is super sore ask him if I can return it they said no you can't return any accessories or pillows never buy from mattress firm again it's a bunch of s*** that's $250 a day just pocket it on something that's not worth it unfair

Mike Montgomery made this experience so delightful, was very knowledgeable and had a great sense of humor that I lost track of time, it was that engaging. I plan on buying a replacement mattress at some point and hope that Mike is the employee available.

bought new tempur bed for 7077.87 and they brought me out a cheaper version (i guess hoping i didnt know ) ( maybe increase there profit) the next business day i contacted them to let them know to come pick it up they are willing to pick up the mattress but they are not wanting to pick up the platform i also bought from them. they say they wont return the base. well when they gave me the wrong bed they voided our deal. i have now filed complaints with the bbb im also in contact with the business license board for their state trying to get it pulled so they can no longer do business. i will keep updating their facebook page with comments of what they do. they owe my 7077.00 and this wont stop till i get what im owed by them!!!!!!!!!!