Mattress Firm Reviews 

My name is Andrea and my family and I had a great experience at Mattress Firm our sales man Raymond help us and made sure we were satisfied with our purchase. Will definitely send my family and friends there don’t forget to ask for Raymond

We went to Mattress Firm to buy a mattress and adjustable base, The salesman Zach was great! We picked out the set we wanted after being there for some time. One base was $300 less than the other since they were running a promotional, but we did not think it was as smooth as the other so we picked the more expensive option. We were told they would come install and test everything before they left our house.When they came to deliver the set they installed the base and my wife noticed a 14" cut in it. It looked like someone had got it with a razor knife. She called the store, of course Zach was not there so she had to talk to a guy named Eddie, Eddie acted like it was no big deal, he offered her $100 to just keep it, but when you pay almost $4,000 for something you want it nice. We said, no we want it replaced. Of course it could not happen that day so they finished installing and left. When I got home, only the foot section of the bed worked, the head section did nothing.(so much for making sure everything worked before they left) Unfortunately I was at the DR while it was being installed where he informed me I had Covid(I thought we were thru with all of that) when I got home I got hold of Zach who had no idea any of this had happened, however since I had Covid they could not come back and fix anything until I was no longer contagious. Of course this meant we had a bed that only 1/2 of was working for 10 days...Once I was better we made arrangements to get the bases changed out. The workers came and changed it out, this time they tested everything and they left. I got home later and the first thing I noticed was that it was a different remote, in fact it was the remote from the one we did not like that at the time was $300 less. I called Zach, he said he would check it out and call me back which he did. Yes, they are out of the bases we bought, they are on backorder so we just sent this one without notifying you!!!! It is only $50 less(but again was $300 less at the time of purchase) so we will credit you $50.We have been lied to and taken advantage of!!! I would never go to Mattress Firm if I was you!!! This is not the base we picked out, nore is it the base we want!!!!
Mattress Firm can not be trusted!! How can you just decide to give the customer a different cheaper product and assume it will be ok?!?!?! What a joke they are!!!!!

My name is Mary Burke and I absolutely LOVE Mattress Firm. From the moment I walked into the Rocky Mount Store and met Bobby and I knew I was in good hands. Bobby's Customer Service was Excellent and the Delivery Guys Customer Service was also Great. I will always shop at Mattress Firm,
they listened to me and I appreciated their attention to the details of all of my needs. Mattress Firm is a Great Company, Everyone should shop there.

Read the fine print! Ask questions! They give you 120 days to try out a bed, and you CAN return it, but the next bed you try has a 99$ delivery charge (understandable). BUT within that 120 day period, you can only exchange beds once so you're stuck with your second choice. Basically, they don't care about your comfort. It's not their mission to make you satisfied with a bed, just to sell you a bed. This was never spelled out for us -- no mention at all - and all the paperwork is done quickly at the store. My husband is 195 lbs and I'm 95 lbs. Our first bed was too hard, our second bed is good for him but I have had back aches (which I NEVER had before). I bought a great mattress for 397$ from Amazon. My husband is sleeping on the 4,000$ tempurpedic. They were very secretive of the terms and conditions of the 120 day trial period.

Ordered online and was to deliver & set up on a specific day. We just bought a house and had nothing to sleep on and was promised the bed on the day requested. They were to call beforehand but no call so we called them (had to leave msg as no one works there I guess) and they were to call back within the hour. 4 hours later and no call! Called local store and he tried to find out the problem with little luck. Finally found that it wouldn't ship until 3 days later! No Bed for 3 days! The online store SHOULD BE AVOIDED at all costs! Go to the local store! We were over 300 miles away and thought the online would be the best bet. What a JOKE! The local guy was Extremely helpful but couldn't do anything with the online order.

Marc could not have made it easier for my husband and I to find the right mattress for our Murphy bed. Unfortunately requirements for height and weight limit our choices to a minimum. He worked very hard searching not only in his large showroom but on availability at the warehouse. He was professional, patient and answered ALL off are many questions. You might think “we’ll he should be”. This was our 4th stop at various mattress stores and none were as attentive and sincere as he was, truly trying to help us. Thank you Marc it was a pleasure doing business with you and in the future if mattress shopping is in it, we most definitely will start with you and recommend you to our friends and family.
Jo/Gary

Unfortunately I can’t even give this company one star. We have been treated so poorly, and I’m regretting the day I ever stepped foot in their store. We were in the market for a new mattress. I explained to our sales agent that I was a hot sleeper due hot flashes. The sales guy talked us into the
Sealy Posturepedic hybrid, memory foam mattress. I expressed my concerns of being hot, he reassured us that this mattress was not hot at all, and that we had 120 days try it out. If we weren’t satisfied we could exchange it. At this point it was getting close to closing time so we felt we were being rushed out the door. We were trying to set up for delivery but could never get a day nailed down. We were told we could pick it up at the warehouse. He called the warehouse to let the manager know we were on our way right now. When we got to the warehouse everything was locked up and not a person in sight nowhere. They knew we were on our way and literally left early when the warehouse wasn’t even closing time. This upset me really bad because everyone involved knew we had nothing to sleep on at all. Time was of the essence. We called back to the store they had to set up a delivery date which put us at the end of rotation. When the guys made their delivery they were late, like really late. I brush off just grateful to finally have something to sleep on. I noticed right away this mattress was hot regardless of what we were told so I wanted to take advantage of changing it out. We went back to the store to talk about options, and was basically talked out of exchanging it at this time. We were told “to give it some more time, we would eventually love it”. We gave it a little more time me still waking up hot every morning. I decided we had to exchange it. We went to another store to do the exchange. Paid cash for the first purchase as well as the upgrade. Once the guys brought the newer mattress they refused to leave it with us because we didn’t have the tag on the mattress. No one told us we had to leave the tags on the mattress for the 120 days of trying it out. None of our interactions with any of the people we spoke with ever mentioned keeping the tags on the mattress not even once. So we called back again desperately trying to find anyone that could help us or that was at least willing to try. We were basically talked to like dogs saying they couldn’t take the mattress back without the tags because they wasn’t sure if we picked it up off the side of the road. Come on now!! They know we bought the mattress new from them just a few weeks prior. We had all the paperwork, I mean everything but the tag that was on the mattress. Who leaves a long tag on the mattress anyways. Not once were we told to leave the tags on. Who buys clothes and wears them with the tag still attached? No one. So basically were stuck with this mattress and I wake up all during the night and every morning burning up all based off a lie that was told to us by our sales guy. Please, whatever you do, don’t make the same mistakes we made. I will tell everyone how horrible we were treated. They don’t care or want to help their customers all they want is your money. It’s sad and I will never recommend this horrible company to anyone.

Purchased a mattress
The person said it would take a few weeks to make it soft.
After two and a half weeks I was in a lot of pain so I went back and told him I was experiencing pain after laying on the mattress, he said he would do an exchange.
He NEVER asked me if I wanted my money back OR an exchange. I did not know it was one or the other until another 3 weeks later because he said I had 120 days money back guaranteed.
After two weeks I went back because by this time I could not lay on it it was too painful I was having hip pain and knee pain. I was really in pain and I asked him how do they make them so soft (the ones on display) he said they put the mattress through a machine and put heavy dummies on them and on top of it they walk on them .
He said just walk on it it will get soft. After a couple of days I went back to the store and said I just couldn’t I am in pain please I just want my money back.
He said he would call me because he needed to talk to his boss.
After a few days he called and said they won’t give me my money back. I said if I would have known what ur takes to make it soft as they do in the store I wouldn’t have bought it. He got very angry and started saying that I was calling him a liar but I was just repeating what he told me.
He said it was not the customer’s business how they make business or what goes on behind closed doors that I was calling him a liar. I just want my money back not being stuck with a very expensive mattress that I can not use.
They are deceiving and take advantage of people. I can no longer lay in this bed after 3 weeks is so painful.
If he would said you have the choice of your money back or an exchange I would have wanted my money back.
It’s horrible customer service.

our mattress and base is not working out and we wanted to return it. we are doing the 120 day trial. They want to charge a 20% restocking fee and $99 fee just to return the mattress. Comes to $300 in fees, and they will not allow returns on the base which was $1200. So were forced to put bed in a spare room and stuck financing the bed. We will never buy anything from mattress firm again. How many other people have they taken advantage. Don't buy from mattress firm, they'll rip you off. If you do, read the fine print. We would have not bought anything from them knowing what we know now.

Update: After leaving a review on Facebook in a comment area. They responded and gave me a full refund on the mattress and warranty on the bed base. Which I appreciate. But they still insisted that they could not refund the base. Citing that they didn't have room in there warehouse. Really? Have room for mattresses that are 6 to 8 times thicker and bulkier, than a bed base. We appreciate the return on the mattress, but it's still not right about the base. We're stuck trying to sell the base, which we will not get what we paid for it.

Another update. After having to leave more bad reviews at various websites, mattress firm finally refunded us for the bed base, minus a 20% restocking fee and $99 pickup fee. So we are out about $400 after everything . $183 for tax and $221 remaining balance on there charge card. Which is almost 20% of the total purchase.
So to recap, it took alot of time and bad reviews to receive two separate refunds for the purchase. Customers should not have to go through this experience with any company. There are plenty other companies to buy a bed from in this country.

My wife and I went to Mattress Firm at 390 Ernest W Barrett Parkway North West Suite 1
Kennesaw, GA 30144 Kennesaw, GA.
on Fri. May 26,2023 and purchased a mattress.
Our sales representative, Stuart was professional, courteous, knowledgeable and personable. While in the store we met with Hayden and Brad who were equally great !
I did call the store back a few times to ask questions and I was able to speak with the representatives mentioned above; they answered all my questions and put my mind at ease. I was given a two hour window for the delivery of the new mattress and the two gentlemen arrived 15 minutes before the window started!
The delivery of the new and out with the old mattress was flawless ! The gentlemen that came to my house were excellent in every way as well.
I would recommend my family and friends to go to this store and ask for; Stuart, Hayden or Brad, they are all excellent !
Thanks to all mentioned above for a great experience!

We ordered the purple hybrid premiere 3 and it’s ok, but it has t really helped with issues I went to the store for. Like shoulder and hip pain.

I purchased a bed on 6/11/2022. Order number SO002005033. The mattress developed indentations, which prevents my mother from sleeping. I paid the $80 for their inspection. The claim was denied. I have purchased several beds from them in the past. Never again, the warranty Sucks. The mattress lasted less the a year. I am replacing the mattress. This is the warning to others. If you don't believe me check the reviews like I should have done. My name is Max Del Valle

This is the worst company I have ever felt with. So mad I didn’t read the reviews first. Mattress is only a year old and sagging in the middle. Customer service is horrible can’t speak to anyone unless on line. I have to upload a million pics to hopefully get this fixed DO NOT USE this store!!!!!

Our sales person, James, from the Arnold Missouri store was the best! He was so helpful and knowledgeable and just a pleasure to be around. With James' expertise we were able to find the perfect adjustable bed for us!

Honestly I should have known to not buy a Mattress from a company named Mattress Firm that also happens to have a history of financial issues and a no-frills store. Our salesperson was fine but we received a defective mattress that was off-gassing for 5+ days - we bought two air quality testers on the 6th day and I kid you not, both told us to "run" because of the dangerously high formaldehyde levels. We stayed in a hotel for 3 nights because Mattress Firm could not pick up the defective mattress immediately. They also charged us a 20% ($500) restocking fee. When we called to dispute this, they insulted my wife's English proficiency, at which point we decided we wouldn't be able to get the money back despite the defective and hazardous product (I should have just threatened to sue instead). We ended up disputing through Amex and Mattress Firm tried to counter-dispute; absolutely ridiculous behavior. Don't be fooled by the high reviews of individual stores - they're all very helpful when you're buying the mattress but god forbid anything goes wrong because then you're on your own (and might get insulted for having an English accent).

The worst mattress ever. They should call the place mattress soft and terrible. I called to get assistance because in 3 months the mattress has deteriorated and it’s only me (130 lbs and my puppy in bed). It’s so bad that I have chronic back and neck pain. NEVER buy a mattress from them. The name “mattress firm” alone is false advertising. When I called for help, the woman told me I needed to spend $2000 for a replacement for the same mattress but firmer. Do not buy a mattress from this company.

I placed an order online. Mattress, box spring and heavy duty frame for delivery and set up. I get the emails saying my order is shipping and I read that they are delivering to the door when I said I wanted gold delivery (set up and removal). So I use chat to find out what is going on. Was told "oh the other rep forgot to add it but we can now if you want."
I asked are they coming back to set up the frame which will be delivered after the mattress and box spring, I was told no they don't set up what they don't deliver.
In the reviews I had read multiple complaints about the frame not being set up, that it was sent separately, etc.
I don't like companies playing games to try and save money while shorting the customer. I CANCELLED ENTIRE ORDER. I WILL BUY FROM ANOTHER RETAILER WITH BETTER CUSTOMER SERVICE...

Horrible Customer Service

I filled a claim and tryin to confirm they received everything they need and there isn’t a way you can get to anyone.

I’m trying to get the warranty on my mattress to replace it because we haven’t been able to sleep for days.

I went to the store for assistance and they were very nice but can’t do anything to help expedite.

We purchased a mattress from Mattress Firm an scheduled a delivery for saturday. The delivery from the warehouse went to the wrong side of town, they did not call or verify with us. We had another delivery scheduled for monday. I took time off and the warehouse again failed to deliver the mattress that we ordered. They have now said that they can't deliver it today. I verified the address in multiple map sites and the address is correct.

We purchased our mattress at the end of May 2022 and by February 2023 the mattress had started to sag. I went back to the store where I had bought it and was told that I had to make my warranty claim online.
On the site I was given the opportunity of making the claim myself or having one of their reps come to the house to do an assessment at a cost of $80. Being on a fixed and fairly tight income, I decided to follow the directions shown on their website.
The process is impossible to do on your own - it took two sturdy guys who do this for a living and were huffing and puffing when they delivered it. For example, you need to be fairly competent taking detailed photographs, and you need a broom stick and a yard stick, a printer and the ability to move the mattress, take close up images of labels, take this incredibly heavy mattress off the bed so as you can photograph the box springs and then remove the box springs so as you can take photographs of the bed frame. They want all the legal 'do not remove tags' pictured as well as other identifying pictures of the type and brand of mattress.
How ridicules is that and with zero help or interest from support.
Their recommendation is, pay the $80 and we'll do it for you. But I don't have $80 to just do that and probably, having seen how this company functions, will no doubt give you some excuse why it's not covered.
Strongly, strongly recommend you check out other consumer reviews for Mattress Firm from various sites and not rely on the reviews on their own site.