Maria E Koq

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Verified Reviewer
| map-marker Saint Petersburg, Florida

Bad service, wrong product delivered and missing parts

I got the wrong size mattress and box spring delivered. The frame didnt come together.

I called the store, they said they would exchange the full mattress for a queen, after all that is what I bought. They told me to go collect the frame from the store meanwhile. I wnt all the way there and there was no frame there. They had sold my frame and were out of stock.

They came with the queen mattress and the queen boxspring and still didnt bring the frame a week later. I went to the store again and they were out of stock. I asked to return another mattress I had purchased for my friend on the same day I purchased mine as she thought hers was too soft. The salesman gave me attitude.

They said they would come and pick up my friends matress for $100 re-stock fee.

I am still waiting for them to come pick it up and bring my frame that never came. It is already passed that window time.

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Loss:
$150

Preferred solution: Full refund

User's recommendation: Don’t buy anything from that company! They do not know what they are doing!

Anonymous
map-marker Metairie, Louisiana

Nunca recibí mi orden

No puedo creer que no me enviaran mi orden ni me dieran explicación al respecto y aun no me han devuelto mi dinero
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User's recommendation: No lo recomiendo

Anonymous
map-marker O Fallon, Illinois

Customer service

I visited a store in Shiloh IL and Grady was my salesman. He was a bit aggressive when communicating but I figured it was just him being a salesman and brushed it off. However, when he got closer to me I could smell alcohol on his breath and his eyes were bloodshot. He reeked of marijuana and you could easily tell he had a few drinks before I had come in. He made passive aggressive remarks which made me extremely uncomfortable and even made an inappropriate joke. I left due to the comment and he even wanted to say something as I was leaving. I will never come back to this company again. Who hires these people?!? If I could rate zero stars I would. Im not normally one to complain but I could honestly not get out of there fast enough.
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Pros:
  • Web site looked good
Cons:
  • Rude behavior

User's recommendation: Don’t go

Resolved
Vanessa S Uwo

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Verified Reviewer
| map-marker Poinciana, Florida

Resolved: My adjustable bed broke

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Mattress Firm - My adjustable bed broke
Mattress Firm - My adjustable bed broke - Image 2
Mattress Firm - My adjustable bed broke - Image 3
Updated by user Aug 25, 2021

Company fixed the issue and I have been provided with product replacement.

Original review Jul 26, 2021
My mattress firm adjustable base broke and my bed fell down hurting my cervical. I made a claim and send photos, and I keep receiving messages that the email address does not exist. I dial several customer service numbers and I receive a voice recorder telling me the numbers are not in use. When I finally got a hold to a "human person" a woman took my information and gave me her email so I could send pictures. I did that last week. She told me that between 24 to 48 hours someone will call, and I am still waiting. I was in pain in my neck for a whole week because of this. I should sue them, maybe then they will call me back.
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Preferred solution: A new 600 adjustable base-queen size

User's recommendation: Make sure that the numbers are the real ones before going out the store

Alba P Zkx
map-marker Miami, Florida

I want to speak with a manager to solve this deception

my experience with fim mattress was very bad, I thought I had been satisfied but I was not, they completely deceived me, they did not want to give me the mattress I wanted, they told me it was not available and when I went to another store they told me that they did have it They sold me a mattress and a base that had already been used and returned and they didn't tell me. I trusted the seller because he was kind and I told him to help me that I had no knowledge of mattresses and I told him what I was looking for within the offer that there was a promotion of the free base when buying the mattress, I went the next day to change it because It was very hard and uncomfortable I couldn't sleep and they didn't want to solve me I wanted to cancel the order and they aren't scamming and deceiving the customer to sell him more expensive mattress and earn his good commission I need someone to answer me, I've been trying to communicate with a manager for more than a week from that company and they don't freeze the phone, only an answering machine comes out, I'm waiting for an answer

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Loss:
$5
Cons:
  • Horrible customer service
  • Issues with manufacturers
  • False advertising

Preferred solution: Full refund

User's recommendation: be sure you are not being misled

Tanya S Qki

Delivery

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Delivery got delayed 16 days, then the day of delivery they dont even show up. Also not being able to call in and speak with someone is very frustrating. They just refer you to the robot chat which always ends the chat with you and doesnt solve your problem. POOR CUSTOMER SERVICE
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Cons:
  • No customer service
  • Unreliable
  • Zero communication from sale date to merchandise receipt

Preferred solution: Deliver product or service ordered

Neal S Aya

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Verified Reviewer
| map-marker Springfield, Tennessee

We were sold the wrong mattressI received the wrong mattress I am a pierced customer and I’m satisfied with the way I was treated

I was charged for one mattress and received a different one and then they wanted to charge me again to re-order it
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Loss:
$500

Preferred solution: At this point my bill adjusted properly

User's recommendation: I would not recommend anybody to come to this facility

Anonymous
map-marker Panama City, Florida

Complaint

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Mattress Firm - Complaint
Mattress Firm - Complaint - Image 2

I wish there was an option of posting 0 stars! This company is scandalous.

Been trying to speak to someone for multiple months. Mattress is defective which you can clearly see, refuse to take away the trashy mattress and give a refund, wont allow a straight exchange, wont allow a credit to use online to take advantage of any sales, will only allow a credit letter that can only be used at a store, within 4 weeks, cannot use any discount coupons, you have to pay for delivery and pick up of the defective mattress. The mattress is clearly defective but they are saying it is not covered by warranty. Consumers beware, once they have your cash, they don't care about you.

They will not honor anything. My sister purchased two of the same mattresses, one is defective one is not.

This company should be swerved - go elsewhere! Heartless!complaintc

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User's recommendation: Do not purchase from this company

Mike P Irn
map-marker Hackettstown, New Jersey

Destroyer my yard

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Ripped up my grass driving the truck across my yard. Did not deliver the mattress on time. Horrible service
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Loss:
$950

Preferred solution: Let the company propose a solution

User's recommendation: Sleep on the ground instead

Featured
Romie M Exc
map-marker Orlando, Florida

Mattress not firm as purchase

Mattress Firm - Mattress not firm as purchase
Mattress Firm - Mattress not firm as purchase - Image 2
Mattress Firm - Mattress not firm as purchase - Image 3
When I lay on the mattress there is a section that goes in completely. Some of the other sections are firm as the description of the mattress states.
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Loss:
$439

Preferred solution: Let the company propose a solution

Irene S Ybk

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Verified Reviewer
| map-marker Marietta, Georgia

Defective mattresd

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I'm dealing for two months trying to contact someone in matters firm to result in this problem. About defective mattress
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Preferred solution: Full refund

User's recommendation: Terrible attitude

Terence S Fnp

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Verified Reviewer

False Advertisement

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Mattress Firm - False Advertisement
I received an email from Mattress Firm and within the email there was a 20% off mattress protectors, pillows and more. The code was 20SAVE. I attempted to purchase a tempur-pedic body pillow with the coupon code and it would not work. I chatted with customer service and she stated that the code does not work on tempur-pedic items but offered free shipping. This is false advertisement, maybe they should have in the email excluding tempur-pedic products.
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Pros:
  • Past mattress purchased was good
Cons:
  • Too much to explain by email in my experience

Preferred solution: Let the company propose a solution

User's recommendation: Please go elsewhere.

Carol R Rtl
map-marker Plano, Texas

I got conned

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After all was said and done purchasing my mattress at Mattress Firm was probably the worst decision Ive ever made. I have a lot of serious health issues and my Doctors, surgeons and oncologist recommended a memory foam split king (Im married) with an adjustable base and a cooling mattress due to my limitations and abilities. I started looking &;;;;;;;;;;;;;;;;;;;;; working with a Salesman at your store in Plano right before Covid shut down the country. The salesman that was helping me told me that he had a split king Tempurpedic that had been returned I was concerned because I have a compromised immune system/disorder and I needed to go home and discuss with my husband the salesman informed me that the mattresses were delivered to the customer who declined the set at delivery therefore was never used so I got home excited because I would be able to purchase the set I really wanted but didnt think I could afford unfortunately that was the week that everything shut down and I was quarantined due to getting ready for limb replacement surgeries and diagnosis of a brain tumor. Unfortunately by the time your store reopened the set I was to purchase was gone but the salesman said he would find us something that would satisfy us, we kept in touch on the phone & in person (my mother who lives with us) my mother did the leg work & in person visits along with FaceTime due to the chemotherapy treatments I went thru it was causing my bones to weaken and the need to have them replaced and the inability to fight infection. During this period your salesperson had assured us he would be able to find something and see that we were talking care of he reached out to us and told us he had another set available and it was 1 level up from the original set I was going to purchase when the country was shut down my only concern at the time was that I was worried that the one side would be too soft for my husband and I was told that as long as he worked there I would be taking care of, Im not sure If he informed the store Mgr of the promises he made because when the sale & financing went thru nothing seemed to be what we were told it would be 72mos 0% financing, I also bought the temperpedic adjustable base new and was under the impression we had full warranty on it, the set was delivered and set up i noticed after it was set up wires were all jumbled & twisted I had just had surgery so my mom and husband made up the bed after it was delivered I didnt notice the problems til we changed the bed linens I called the store left many msgs for salesperson &; Mgr but never heard back from anyone so my mother had gone up to the store she was on a mission (the saying once a mother always a mothers so true, Im 58yrs old LOL) it was important when I chose the mattress that it be a cooling mattress, which it was suppose to be, but the difference between the mattress in the store vs the one that was delivered was HUGE and we noticed it had a huge stain!! My mother informed the mgr of the problem, the salesperson was off that day but they would get back with us 2 days later when she went back up there she was told he had been transferred to a store about 20 miles away! We tried and tried but never got a return call I was getting ready for another surgery I started to get infections nobody could figure out why I told the drs about my horrible experience with my mattress purchase figuring out it was a USED & the stains on the bed and they suggested I not sleep on the mattresses so Im sleeping on the sofa. I had six yrs financing 0% interest but I paid it off in 4mos or so. Im now having to spend another 4500 for new mattresses a year later! Im now on a mission to make sure this doesnt happen to anyone else who decides to make their purchase at Mattress Firm! We are not wealthy Im disabled and we live on only my husbands salary and support my widowed mother. NOBODY should have to go thru having to purchase new mattresses twice in a year!
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Loss:
$4000
Cons:
  • Nobody seem to know how to contact someone in managerment
  • Poor salesman responses

Preferred solution: The product I thought I was purchasing

User's recommendation: Stay away

2 comments
Jill F Ffj

They're CROOKS believe me I know that firsthand!

Guest

Your medical information is irrelevant.

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Anonymous
map-marker Chicago, Illinois

Bad service

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I purchased a mattress and after several years it's sags very badly..I've tried to get help from mattress firm customer service department but can't reach a human being. They won't assist in filing a claim because you have to do it online. I've told them several times that I'm disabled and can't take my mattress pad off to take pics and no one to help me. I've been dealing with this for 2 months and still no call backs..no one has come out to inspect my mattress...very disappointed in mattress firm.
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User's recommendation: Don't purchase from mattress firm

Ma M Dco

Don’t respond back at all when you send a email for help

I order something online on sale got a tracking number for one item not the other one I been trying to get in touch with someone all week I finally did and they tell me both my items out of stock. How if I had a tracking number Im not happy at all.
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Pros:
  • Good price

Preferred solution: Deliver product or service ordered

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