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I bought a mattress/boxspring set from Mattress Firm on Lohman Avenue in Las CRuces, NM. I was told I could "Try it at home for 90 days" and if I wasn't satisfied, I could return it.

The sales woman said, "We do ask that customers try it for at least 45 days before making up their mind." The set cost well over $3000. Within two weeks, the mattress did not live up to its name and I and my husband were suffering from extreme back, neck, and hip pain, not to mention we were not getting ANY sleep. I called the store to return the set and I spoke with the woman who sold it to me. She said she would have to talk to her manager.

I did not hear back from them for several days. When I called the store again, I asked for the manager. I was put on with a man who told me that he would have to get an approval from the Mattress Firm Corporate office. Again, several days went by and I hadn't heard back.

I called again and asked for the manager. I was told that he was out of town and couldn't be reached. I went to the store and asked for the man I was told was the manager, whom I had spoken with on the phone. It turns out, niether was he out of town, he was right there, nor was he even the manager.

I stated my case and asked for a refund and they tried to keep with the story that they needed approval from corporate. So I went home and called the corporate office. It turns out that MattFirm are franchises and there is no such policy stating they needed any approval for a return of merchandise. Also, that 45 days the woman promised me would have me 2 past the window on the "real" return policy.

Armed with this new information I returned to the store and confronted to two sales people. Wouldn't you know, they processed my refund right then and there.

A friend of mine bought a mattress and was told it came with a 3 year warranty. After a year, he went back with complaints about it and found out he was charged for a 3 year warranty and given a 90 day warranty.

Monetary Loss: $3500.

Location: Las Cruces, New Mexico

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Guest

I'm confused, the return policy is 100 days, not 90,and how does 45 days put the return past the supposed "real" return policy? At that price I'm guessing you bought a tempurpedic or some other memory foam mattress.

Either requires a longer break-in period than regular mattress because it's foam and foam needs to be kneeded, and yes you should always give them 30 days at least to actually feel the way that they should, if you switch out any earlier than that you are only prolonging the break-in period. In the first two weeks the foam is A: firmer than once broken in and B: your body isn't used to the different material and also needs time to adjust and there can be soreness involved, must like buying new shoes. Also, Mattress Firm doesn't charge for warrantys, your $3000 mattress had a 20-25 year warranty on it already.

There's no such thing as a 90 day warranty at Mattress Firm and therefore no way of charging you for it. Same thing with the three year warranty, they just don't have it and therefore no way to charge you for it.

Guest
reply icon Replying to comment of Guest-811505

I am the manager at this location and I would like to know your name or would you like to remain "anonymous"because I have been here 14 years and this situation never happened. My name is Christine Bussey 575-522-**** none of the policies you referred to exist at the Mattress Firm. All of our warranties and policies are written and available prior to purchase.

Have a great day!

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