Mattress Firm

The absolute worst company. We bought 5 mattresses and spent a significant amount of money.

We decided we wanted to exchange two of them because they were too hard. They told us we had to wait 30 days to return them since that is there policy of sleeping on it before you return it. After 2 nights of little sleep, I switched the mattress with another one in my house that was softer, we waited 30 days and when they came to pick them up, one of the mattresses had a feint handprint on it from when they moved it into the house, they said they can't take it back. I quickly used a dry towel and got the handprint off.

The pickup person, said he had already taken a photo of it and can't take it back.

It seems like there outsourced company is responsible for the cost if it has a handprint (So they say). That's all, an awful experience.

went to buy a mattress I thought I asked all the pertinent questions, the seller at the time said that we had 120 days money back guarantee.

I thought that was really good.

He said that we needed to break in the mattress that it would be ok within a few weeks. 4 weeks.

That we needed to walk on it.

After two weeks I really couldnt sleep on the mattress it was really so painful I was having hip pain & had pain the entire day.

I was sleeping in it for just a coupled hours because I of the horrible pain so I would get up and end up in my daybed.

I went to the store and the sales person said if its not working you can exchange it.

So it was my fault for not really realizing that that was the money back part!!

he never gave me the choice: do you want your money back or do you want to exchange it for another. ( this was never said by him)

I really (naively) thought that was a different purchase and that since it was another mattress it was the same time to make sure it was right. I got the softest but after two weeks I went back because now my hips and knees were so horribly painful I truly couldnt sleep in it.

I went to ask him what was wrong because I could not sleep on the mattress.

He explained to me that because I was small it was going to take longer to break it in I needed to walk on it and that would do the trick.

A few days later I went again and I asked him how exactly do they make the ones at the store so soft.

He said that they put the mattress through a machine and then they put these heavy dummies on them and on top of that they walk on them.

I was dumbfounded because no wonder I can not get the stupid mattress to get soft.

I asked him to please give me my money back because I really could not be on it without being in pain.

This was 3 weeks later after delivery.

So finally he called today & said that they would only give me an exchange for a different one. I also realized that they only have two brands.

I asked him to please take a penalty and give me my money back.

A restocking fee.

I told him it was too bad that he told me how they make their mattresses soft after the fact and not when was buying it because I probably would not have bought it.

He got very angry and said that I was saying that he had lied and deceived me and it was not my business how they run their business or what they do behind close doors.

I am stuck with a mattress that was expensive and I will not use because I dont have a big machine or heavy dummies to make it soft.

I have horrible hip pain (both) knee pain and its hard to turn on this mattress. He said once ur in bed ur not supposed to turn!!

Im going to the chiropractor and sleeping on the couch. The worst experience with mattress firm.

I recently talked to a business that stopped carrying them and they said that the returns were insane and it was a bad product.

When a warranty is made It should be to protect a consumer's investment and a company should stand by this warranty. To say a warranty is voided from an extremely deep sag in a mattress and a stain being feet from it is beyond ridiculous.

Literally, to warranty claim a mattress from this place, it needs to stay in brand-new condition. What kind of warranty is that? How do you sleep on something every night for years and keep it in brand-new condition? And we're not talking about a 1000 dollar mattress.

This is a Simmons beauty rest $3000+ California kind mattress and there are deep indents on me and my wife's sides. And I'm sorry I don't feel we are obese people, me at 260 6ft 2in. Her at 135 at 5ft 4in. And both sides of the mattress are sagging.

But we got denied a warranty claim on a 5-year-old supposed to have 10-year warranty 3300 dollar mattress. Buyers beware. This place is a bad joke. To make things worse.

Just to call the store we bought it from and ask for a link to be sent to our email or phones 3 times, and it still never got done showed me what I was in store for. I personally advise anyone that reads this do not ever buy from mattress firm or a Simmons beauty rest product of any kind. This was their top of the line with an adjustable base and the works.

*** even bought 2 of their pillows at 150 a piece. I know I will never buy from either of these companies, and will damn sure advise as many people as I possibly can for the rest of my life to do the same.

I purchased a full sized mattress, and it turned out to be too small and too high off the floor for me.(I am 5 foot 1 inches tall). I returned it for a queen sized one.

This mattress had springs that poked me in the back and hurt, so I asked if I could exchange it ( for a fee) for a thicker and more supportive one.. This was done. Fast forward two years to today, and my doctor told me that this mattress needs to be changed to a hybrid one. I wanted to donate this.mattress to a local charity.

The charity refused my donation due to the fact that the mattress had a large sag and a deep indentation on one side. The representative said that the mattress was most likely a used one!

This retailer apparently sold me a used mattress for new and betrayed my trust. This should serve as a warning to "Buyer Beware" with this company!

The mattress we bought was sold by NOVA LUCERO. She gave us a good price and we bought it.

Only to find out that the mattress IS USED. No where in the pitch did she say that the mattress was used. We went into the store on 1/23/24 to let them know about this issue and all we got was that we had to talk to the person that sold it to me, but this had been a continuous issue FROM THIS PERSON to close deals. 1/24/24 we go back to the store and she tells us that OUTLET means that its going to be USED and that she told us prior to buying.

When I let her know that we came into the store with the expectation of buying a new mattress and would have not bought it knowing that it was used, a white male turned around and said "There is nothing we can do, plus I believe her.

PLEASE CHECK THE TAGS TO KNOW IF IT IS A USED MATRESS. Now they are saying we can't get a refund for mattress that they lied to sell, and please do not buy from NOVA LUCERO

I was going to replace my mattress yesterday because it's total too firm. Mattress firm was here at my house with the new mattress that I confirmed in the store that the new one would be a great fit for me.

Mattress guy said that because I took the tag off the mattress I couldn't replace it. I called the sales person and she tried everything she could to help to no avail. I only had this mattress less than 3 weeks and I'm very disappointed that I couldn't replace the mattress after making the purchase on Sunday.

I'm very unsatisfied and will never purchase another mattress from Mattress firm. Feel free to call me at 404-558-**** only if mattress firm can help get the purple mattress I picked out and pick this mattress up.

I purchased a $310 mattress online on 1/3/24 and figured out after opening the top of the box (break the tape) that we really didn't need a new mattress after all. Our old mattress was sagging a lot, but it turns out we had to many toppers on.

I read the return policy at the start of the return page before purchasing where it says in big print with a big square around it that says, you can return it within 120 days if not satisfied and no mention of any fees for doing so. I didn't think I needed to read the page any further than that nor did I pay attention to anything after reading in big print you can return within 120 days. This is why we bought the mattress from mattress firm. It turns out at the "bottom" of the return page is where it states all the return fees that get applied if a return is needed.

I feel its super shady practice and there was a reason why it was presented this way and I fell for it. I texted the store to return the mattress and the person told me about all the fees on the return site and I should have looked at the return policy which I did before purchased. I didn't even take it out of the box let alone open it up and let it expand.

$99 for a (mandatory) pickup guy to pick it up and $99 for a restocking fee. I just feel the whole experience was very shady.