Mattress Firm
Reviews and Complaints
Horrible service first/LAST time customer
- Any of the services from the moment i submitted my payment
Mattress Firm does not stand behind warrenty
My multi thousand dollar expensive I comfort mattress has deep crevices where we sleep. My husband and I have to sleep sideways on the bed so we can move around.
Mattress Firm came (at a $39.99 cost to me) to investigate and agreed that it was defective. My claim was denied because they said I have a stain on the mattress. Well it is a little dirt, not a stain, and the dirt is not the complaint! Truthfully they are just looking to deny you for any reason.
Go somewhere else cheaper. Mattress Firm does not stand behind their products.
Preferred solution: Full refund
Matress purchase
Mattress Firm Tempurpedic Mattress NIGHTMARE!!!
I am sitting here relaxing on vacation when I decided to research Tempurpeduc mattresses while I had some free time. My hubby is so sweet and thoughtful and purchases the adjustable bed for me 3 years ago because I was having major surgery and he thought it would help me rest and get in and out of the bed better (the leg raise feature sold him).
We received the mattress and OH MY GOSH…THE SMELL! We were told, by Mattress Firm, to allow the mattress to air out for approximately 24 hours and all would be fine. I think we just became used to the smell after a while. Moving forward, I had my surgeries directly after purchasing the mattress and things went downhill quickly!!
I have never woke up with a sore lower back in my life. Although I have MS, I take very good care of myself and do everything in my power to keep myself from becoming paralyzed. My lower back hurt so badly, I could seriously hardly get out of the bed. Mattress Firm replaced the mattress with a firmer one since it was within 30 days.
Did not make a difference at all. I live with back pain, hip joint pain, knee pain and shoulde pain (I am currently in PT to help with these issues). After complaining a second time, Mattress Firm stated it was past the 30 day warranty, we had to call Tempurpedic directly (way to stand behind the product you sell, Mattress Firm!). I told Tempurpedic Customer Service (so rude and condescending) there was a definite hump between my husband and I…they said this issue was impossible (uhm, I’m not lying).
I explained that I feel like I am sleeping in a sinking hole and I need more support as I wake up with dark eyes, headaches, back pain. I am exhausted! My hubby had to take photos and email them to someone. He said the ‘hump/ridge’ was not showing adequately in the photos, they need to send someone out to look at the mattress in person and feel it for themselves.
No go! She said “pics have to reflect 3/4″ sinking”. Ugh! Oh, did I mention this mattress cost $6,700!!!
Right after surgery I started waking with swollen lips, eyes, throat closed, swollen areas popping up all over my body. Very painful (if you could see the photos of my lips
Fraudulent use of credit card
I called Mattress Firm in an attempt to gather some information about a fraudulent charge with my credit card at one of their stores 3 states away, but you know what? This company has NO CUSTOMER SERVICE!!
Try to find a contact for "customer Service" on the web site: Nothing! I called the number given me by a lady at the store: NO option for Customer Service on the menu. Finally talked to a woman who said she would transfer me to Customer Service and I was on hold for 30 minutes before I hung up.
So, the bank has cancelled the payment and Mattress Firm will NOT get paid for the fraudulent purchase and it serves them right. I will trash this sorry excuse for a legitimate business at EVERY opportunity.
Second replacement and no better, horrible broke down
Sell used beds.
Bought from Mattress Firm outlet Berwyn. They have NO negative reviews on yelp, but no MATTRESS FIRM company does.
Promised the exact mattress we tested- lie. Delivery one week later, five hours after promised time. Box spring torn and dirty. Not the mattress we paid for.
They lie. Said i would get free delivery...online says every bed over $499 gets free delivery. I paid $1500. Buy from anywhere else.
It really kills me t hatthe sales people seemed genuine and friendly, but lied lied lied. How is this not 100 words?
Buy anywhere else. Their matresses are marked as used but they tell you they were floor models.
- Bad delivery
- Used mattress
- Lies
Preferred solution: I want noone to shop here....ever.
Never received mattress
Placed order on phone for mattress, box spring and frame; promised delivery next day. This was for family member moving into assisted living.
Mattress never arrived. Customer Non-Service stated no one was home and it was locked. It is a facility - there is always someone there. Re-scheduled delivery for 2 days later.
Mattress never arrived. I called repeatedly and they kept promising me it was "on the truck". Next day attempted to call to find out what was the excuse this time.
Was one hold twice for over an hour each time. Gave up and placed it in dispute on my credit card.
- Never received product
Preferred solution: Full refund
Didn't get what they promised
This company has an occult way of brainwashing their employees.
I worked for this company thru a buyout of sleepy's, which had bought mattress discounters in which i had worked for several years earlier. Even before the integration was complete there were already word out that these guys were different, and believe they were.
First they have this big hoop-law to introduce us the this new way of doing business, Ha. ok now after that comes the work, and i mean work. these people started to sending stock like you won't believe. and in the mean time your phone is ringing off the hook with angry customers because delivery has screwed up on you or anybody's order, they have no customer service switchboard your it.
and now you have deal with all the overstock they've sent you. then there's the e- mails hundreds a day because they're trying to keep you over whelm with work and or info.
see because this company has a lot of people sitting in their office or home who send out all this correspondence to try and justify their over paid salary. then theirs the training courses all the time mainly on the big selling holiday's, you work for these people anywhere from 50 to 70 hours a week and the have a (MANDATORY) meeting anytime and all the time.
Terrible costumer service
- Lazy and unprofessional delivery drivers
More horrible customer service from Mattress Firm corporate "customer service"
Preferred solution: Let the company propose a solution
My husband is a veteran and has stage 4 cancer and just wants to rest easy.
My husband still have not received his mattress cover we purchased from mattress firm in newyork in the bronx on grandconcoures. It's sadden to see him wait every day for the mattress cover in the mail .I've called them over and over.
And asked them to redeliver the matress .he came home on a friday his bed was suppose to be deliverd i called after 9pm and could not reach anyone.called the next day was told we refused the delivery .which was not true .called saturday they applogised but the sales person i was speaking to by the name of Franklin. store located on grandconcoures in the bronx ny .
I FINALLY spoke to the original sales person Aries .he promised me delivery on that sunday It arrived but no matess cover .was promised someone from the store will deliver it and will put it on after sleeping on the couch for 3days .they still have not deliverd the mattress cover nor refund the $150 delivery fee back to his card . Please can somebody ease his worries .Hospice care team helped me with trying to get in contact with you guys.
Bad delivery service!
Special financing
- Being told lies
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Protector, stain guard, etc. = expensive items to increase margin
It's not like they re-use the ones they take back.
The manufacturer sets the terms of your warranty. Stains invalidate all warranty.
You likely declined to purchase a mattress protector.
You might consider having the mattress professionally cleaned to remove the stain and then file another claim.
Use a protector to avoid voiding the warranty.