Mattress Firm Reviews 

I will never buy from MF again. I'm in more pain now, than I was before I got it

I purchased a full size mattress with a 120 day trial, after 40 days my back started hurting. So went back online and found a firmer mattress and box spring which was like half of the original purshase. They charged 100$ to pick up the the first mattress and dropped off the new set full mattress and box spring, ever since till now they never credit my return. I have put in 2 requests to fix this problem. I don't know what to do, paying for 2 mattresses and I don't even have the other. I have proof but they aren't listening to me...

The customer service was the worst. I bought a mattress, 2 pillows and a mattress cover through one (Elissa) "Sleep Experts" in the chat they use. She was great until the mattress was delivered. The other two items were not. When I contacted her about that, she told me to use the chat. That chat is a robot, who could not help me. I found a phone number, texted that and was told my mattress cover would now be fedexed to me (arrived June 4th). They said the pillows delivery would be confirmed by logistics. As of today (June 6th) no responses to my attempts to text, no pillows confirmation. Finally found the HQ phone number and actually spoke to a person. She tells me my pillows should be to me by June 21st (a full month after purchase). Seems like the Chat Reps could care less once they get their commission.

Our customer service professional Daisy. She was knowledgeable, friendly and was patient. She helped us find the mattress we wanted and the entire experience was top wonderful.

In 2021 I purchased a new king sized bed with adjustable bases and twin purple mattresses. One of the twin mattresses has an issue that justifies a warrenty claim. I went back to the store where I purchased the bed to file a claim. I was informed the Mattress Firm stores cannot file a clan for me but that I had to use their online site. Before I could file a claim, I needed to create an account. Then I was faced with a choice, file it online or pay $80 to have someone come to my home to do it for me. What is the purpose of the store front when they are not allowed to provide customer support? I elected to do it myself. Multiple photos are required including photos of the tags, the bare frame, and detailed photos of the damaged area requiring reference photos and detailed photos with a measuring device in the view. Frustrating to say the least.

They were so kind and guided me easily and quickly throughout my time there. Especially Ray at the Chelsea store was great and very very helpful with his positive energy. We quickly handled the situation and felt welcomed!

Absolutely recommend their service.

Do not do business with mattress firm they are a total rip off.. The top end mattress we were suckered into was horrible and they know it and are trying to sell them fast under false pretense and over priced. Buyers be aware.

Bought mattresses on line waited 3 weeks for delivery,delivery day I took off work to be there for the delivery, no show no call,I called them they said they was not delivering the mattresses today and we would have to wait ANOTHER 2 weeks for delivery, or pickup myself at warehouse. So we went to pickup at the warehouse because my wife was having surgery the following week and we needed the beds now. Got there to pickup mattresses (50 miles)and someone from mattress firm online order center canceled the order so now they said I have to pay ANOTHER $1800 for the bedding and wait 7-10 days for my refund. This is all because THEY SCREWED UP. THE REAL REASON ( I found out through a store manager) THEY DIDNT DELIVER WAS BECAUSE THEY NEVER HAD THE FRAMES IN STOCK SO THEY WHERE GOING TO KEEP PUSHING THE ORDER OUT TIL FRAMES CAME IN. MAY 26-28th. Then they said they would upgrade our frames since they never showed up for the delivery but they didn't have the upgraded frames in stock either this is straight from the store managers mouth,he said he didnt know why they said they would upgrade when they dont even show they have the frames.This place is a joke they could care less about there customers. Now my wife is having foot surgery and no bedding downstairs in our home. This will diffinetly be going to the lawyers office for a lawsuit. I'm out $1800 dollars,1-12hr day of work at $38 hr plus 100mile round trip in gas pulling a trailer ANOTHER $120. AND STILL NO MATRESSES AND NO RESOLUTION FROM THE COMPANY

The WORST I’ve been around long enough to experience a lot of service companies. Not only are the mattresses lousy … The service is even worse!
My adjustable bed broke in less than a year
Took many calls , weeks of calls ..they kept sending out the wrong part
. When I finally begged them to send a tech out, it took almost 2 weeks and he was three hours late .. well so far he’s not shown ..yea this company is a joke

these guys suck, don't buy.
I ordered almost 2 weeks ago, on day of "delivery" i didn't receive phone call or email.
I call to see status, they tell me we only have one left. Mattress is still up on the site.
i would not recommend them.

I purchased online a headboard bracket for more than $50.00 but it's not the right one for my frame. Mattress Firm does NOT take returns. I should have ordered from Amazon. I'm really annoyed and I'd like to warn others not to order online from Mattress Firm. $50. down the drain.

My goodness! I’m looking at all the bad reviews. I can’t believe it. I’m glad I didn’t see this before I went to the store.
My experience was completely different. I purchased a Tempur-pedic on Saturday morning and received it Sunday morning. Delivery was quick and everything went smoothly.

Purchased a mattress and bed frame from Mattress firm online. First, they didn't have the product in stock that I ordered and offered a product replacement. They did not refund me the difference based on the "code" I originally used in my order.

Second, when bed was delivered, I paid for Set up and Haul away. My 18-year-old was at the house and called me to tell me they didn't set up the bed.

I tried to contact the company via phone, but they don't have that service. Chatted with an agent via text and they were not helpful in getting someone back out to my house to set up the bed. Instead, it was said that it was my fault for not making this clear to the person at the house.

Very disappointed. I went in, liked a firm foamy pillow for $250, so I ordered it. It got lost. It took 2 weeks to resolve, back and forth with the store, support, noone knew what happened - tracking inconclusive.. crazy. I should have canceled the purchase then. Instead, hoping I get to sleep on a firm pillow for months to come, I asked or a new one. They reshipped it and what I received is different from what they have in the store. Much softer and totally not what they display. Even the manager agreed when I came to challenge it. Yet that's where it ended. They said ' sorry can't do anything, no returns, no exchanges, asked me to call Tempur Pedic (waste of time) and are perfectly fine with misleading customers on the difference of what they display vs what they deliver. What a scam and a shame that companies like this function. Not surprised Amazon turned into a billion dollar empire, these retailers are doing it to themselves that they can't understand the customer needs. I wanted a firm pillow, didn't care it was $250 and instead I have a soft one that I cant use. Never again. Goodbye Mattress Firm. So Happy I didn't but a mattress!!! I got it from Macy's and it was such a good process.

Be careful with this store, they scam customers, they sell you a product which will arrive at your address later and they send garbage and pocket the money and there is no way to return it, it turns out that 2 years ago I bought a bed base with its mattress tween XL size and they sent me a normal tween much smaller and in bad condition the mattress was dirty something not suitable for sales, I told the delivery that that was not what I bought to take it and he told me he couldn't, I tried I tried every means to get the merchandise returned but it was impossible, I had to buy another one at another store and I have that one saved for them to pick up but it never happened, clearly it is a robbery in which the only loser is the customer, IF YOU DON'T WANT BEING SCAMMED AND LOSING YOUR MONEY I DO NOT RECOMMEND YOU BUY THERE.

Package came wipe open with no tape to hold the contents inside the box.. the contents were outside on the concrete in the rain.. worst delivery I have ever seen!

I have never been treated so poorly. Delivery came 30 min early than the time was quoted. While most customers might think that was awesome we were driving to Boston from NJ to meet him as I was relocating. They refused to wait the additional 20 min when they were the ones early. The mattress and bed frame got left at the bottom of the stairs. How is a 60 year old woman supposed to carry a bed up a flight of stairs? Not to mention put it together? Unfreakin believable.

2 gentleman just delivered my new twin mattress. They were kind, professional and right on time.

Thanks guys!
V. Miller

The Mattress is fine, the delivery was horrible I offer shoe covers because we dont use outdoor shoes in our home, dude refused because he had his own that came off on my new rug that we've never walked on with shoes on big huge dirt spot & shoe print no apology at all.
I asked him to please close the door after himself he said its closed it wasn't , then they go out and leave it wide open while they take pics of bar codes.
Rude you don't treat other people's homes like that. I won't recommend the company because of the delivery when I pay for service I expect respect...

My Soft Bendable Mattress Bed had started getting uncomfortable after a few years.😭