Namrata Bto

Horrible service first/LAST time customer

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I ordered a King sized HR 100 mattress I believe on 7/26/17 and it was to be delivered on that last Saturday of July 8-8pm. I called customer service and they said it would not be delivered until August 4th because it's not in the warehouse and it's not in stock but they kindly took my $339 for it and never did I receive a courtesy call nor email to notify me of delivery date change. I called them on August 3rd and asked about my mattress being delivered on the next day and they said no because it's still not in the warehouse. They claimed King beds are sent out as ordered and they had my money for almost two weeks and never tried to get my bed from manufacturer. They were refunding my delivery charge of$79 because of discrepancy with original shipping date. I received my refund 8/13/17. NEVER WILL I PATRONIZE this company again!!! They are not forthcoming with pertinent information regarding items that you spend YOUR MONEY FOR AND THEY have the audacity to make you feel as though you must wait for them to get to your order in their own time...
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Cons:
  • Any of the services from the moment i submitted my payment
Reason of review:
Order processing issue
Anonymous

Mattress Firm does not stand behind warrenty

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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.

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Loss:
$2500
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

2 comments
Guest

Protector, stain guard, etc. = expensive items to increase margin

It's not like they re-use the ones they take back.

Guest

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.

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Anonymous

Matress purchase

I purchase a mattress form Mattress Firm in Suffolk, Va. I went in twice to tell them that their mattresses sunk in the middle and were very comfortable. The represented proceeded to tell me I had another trade out and wrote up the order and then called me and said it was cancelled. Since he offered to give me a trade out they should have stood by their offrr for good customer service.
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Reason of review:
Bad quality
Lindon Wch

Mattress Firm Tempurpedic Mattress NIGHTMARE!!!

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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

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Reason of review:
Bad quality
3 comments
Guest

back surgery is complicated. very common for pain to worsen rather than get better.

no mattress is going to solve the aftermath of a lower back surgery. Time will allow for healing and recovery or maybe not.

additionally your adjustable base can greatly irritate your initial symptoms post surgery. Best of luck!!

Guest
reply icon Replying to comment of Guest-1333771

I did not have back surgery. I have never had back pain my entire life...until sleeping in this bed. But, thank you.

Guest
reply icon Replying to comment of Guest-1334126

I am in the middle of a claim for the very same mattress. TempurPedic Contour Supreme, bought September 27, 2017.

What a nightmare it has been. Aside from the intense chemical odor that comes from the mattress, whenever I lay on it the material gives in such a way that I am in hole that restricts movement and makes it very difficult to negotiate getting out of bed without assistance. There isn't a morning I don't wake up with back pain after sleeping literally "IN" this mattress.

My initial contact with TempurPedic required that I speak with a supervisor, since the agent that answered the phone would talk over me and not listen to what I was saying. Continuously making statements to shed any responsibility regarding their TempurPedic product.

They want a coin test which proves nothing regarding the issues.

On top of that they require that I lift the mattress (which weighs far more than any mattress I have ever owned) and take a photo of the base as well.

So far it's been a real nightmare dealing with the vendor and with TempurPedic.

I suspect these "foam" mattresses will see a wave of lawsuits coming their way. Perhaps even a class action suit.

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Anonymous

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.

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Reason of review:
Problems with payment
2 comments
Guest

Same thing happen!

Guest

Customer Service is located in Houston Texas. Did you know that most of that city is still with out electricity and underwater?

You can expect delays until people are able to get back to work.

Call back in a day or two and consider the needs of other people than just your own.

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Anonymous
map-marker Thornton, Colorado

Second replacement and no better, horrible broke down

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Horrible customer service, i paid enough money and dont feel i should have to pay another dime. Total rip off. The only difference between current and previous was the firstsmelled like some one died in it. Then took almost two weeks to replace. They do not care aboutcustomers or selling a good product. Will never buy from the again or recommend them. I feel that these are refurbished matresses .
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Lequan Val
map-marker Berwyn, Illinois

Sell used beds.

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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.

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Loss:
$1400
Cons:
  • Bad delivery
  • Used mattress
  • Lies
Reason of review:
Damaged or defective

Preferred solution: I want noone to shop here....ever.

3 comments
Guest

Free delivery might be an online special. It also excludes a clearance purchase like yours like a floor model.

I think your expectations might not have properly been set or explained. I do not think you were lied to but I do think you do not understand how buying a floor model process works. That even buying a floor model at the store 5 minutes from home, that mattress must be transferred back to the main warehouse to be delivered even if that 60 minutes from your home. There it can be put with whatever box spring your salesperson sold you, if it was sold as a mis-match set then that's what you would have received.

If you purchased a matching box spring then you should call your original salesperson back and explain you did not receive what you purchased. If you did call them and you were informed you received what you purchased I think it again goes back to you not being informed on what and how it would be delivered to you.

Guest

It appears from your posing you agreed to purchase a 'FLOOR MODEL" and not a NEW mattress. Floor models are heavily discounted and in return you agree to accept fatigue and wear on the mattress set.

Floor models are always 100% clearly indicated on your purchase agreement and are always sold AS IS - NO RETURN OR EXCHANGES NO WARRANTY. A box foundation is so easy to exchange.

Why not call MF and ask to exchange the box? So what is your beef??

Guest
reply icon Replying to comment of Guest-1336370

I would have been happy with the floor model we tested, that they said they would bag and deliver. In reality, the one we got came from their warehouse in Plainfield.

The box springs were obviously mismatched and from someones house who knows how long. The mattress sags after ONE DAY. Why lie if you are selling a good product? and obviously you work there.

Why NO negative reviews on Yelp?

I also opwn a business and we refuse to pay yelp to remove negative reviews. Obviously YOU don not.

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Bryony Jum

Never received mattress

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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.

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Loss:
$796
Cons:
  • Never received product
Reason of review:
Problem with delivery

Preferred solution: Full refund

Anonymous

Didn't get what they promised

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They told me the split king would be delivered on Saturday August the 12 2017. They did not deliver one of the mattresses. They said it would be Monday. Didn 't deliver on Monday. Turns out the bed was not adjustable, so they had to get 4 inch legs to make it the proper height. They delivered two sets on legs, one that worked and one that didn't. I was getting fed up so I called visa to cancel the order. They promised visa they would get it corrected this afternoon. It is now Tuesday evening and I still do not have the parts. Do not deal with Mattress Firm. They promise the moon and deliver garbage.
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Reason of review:
Poor customer service
Anonymous

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.

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1 comment
Guest

Oh no, you actually had to work hard for your money? ***.

Zuleika Xcq
map-marker North Charleston, South Carolina

Terrible costumer service

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Sales people are great and will do anything they can to help you.... the delivery people on the other hand are a joke. In the process of an exchange the delivery guy showed up wearing flip flops and had obviously not bathed in days. Once he and his partner realized how big the bed was that they had to pick up he wiped his dirty hands on my mattress and told us it was to dirty to be picked up. They refused to give us a number for a supervisor and just left. We washed the mattress cover and had to reschedule the next day when the store opened. When the next guys came we recorded them and they still tried to not take the mattress because it was "dirty".... it was pure alabaster white. Perfect in every way. Once they realized we were recording they completed the exchange. Feel free to buy from them, but if you have any problems be prepared to fight tooth and nail to get them fixed. Worst costumer service experience of my life.
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Cons:
  • Lazy and unprofessional delivery drivers
Reason of review:
Poor customer service
1 comment
Guest

You should call customer service number a supervisor is required to call you back. Report the problem so the retailer can redress this issue with delivery contractors, then ask for a service cost adjustment off your ticket.

Anonymous
map-marker Euless, Texas

More horrible customer service from Mattress Firm corporate "customer service"

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CAUTION WHEN YOU TRY AND GET "CUSTOMER SERVICE" FROM MATTRESS FIRM. See details of the issue below. I e-mailed Mattress Firm customer service and CEO and got nothing more than a computer generated non-response to the issue. When I wrote the BBB, they sent the same response that we should contact Mattress firm for service - when I provided the information the response implied they would investigate - again no response and BBB says that because Mattress Firm is not a BBB member they are powerless for force them to respond. We made an $1,800 purchase (mattress and box) from the Mattress Firm store in Euless, TX. Sales person guaranteed that our existing futon and cushions would be removed When the delivery people showed up they said they would not remove the old mattress and futon. Additionally the delivery team said the box would not fit up the stairs and that we would be charged an additional $149 to return the box to the warehouse. A call was placed to the sales person in the Euless store who talked to the delivery team who then managed to get the new mattress and box to the top of the stairs, they took the futon cushions but not the futon (as promised) and LEFT THE MATTRESS, BOX AND FRAME STILL WRAPPED IN PLASTIC LEANING AGAINST THE WALL IN THE HALL AND LEFT! Needless to say this is not what we bargained for. The only offer the sales person made was to come over and personally set up the bed for us. We couldn't wait so we ended up doing the setup ourselves. Do not recommend any purchase at Mattress Firm
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
Guest

It is YOUR responsibility to assure a box spring will fit up a tight staircase. Delivery staff will NOT risk damage to walls and property.

MF will recycle mattresses but NOT furniture. Appears a combination of errors on YOUR part caused missed expectations.

The sales person offering to set up your mattress did an outstanding job offering to come over and complete the installation. W2GO!!

Anonymous

My husband is a veteran and has stage 4 cancer and just wants to rest easy.

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Updated by user Jun 19, 2017

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.

Original review Jun 15, 2017
I brought my husband into a store in the because he was listening to the radio and WBLS was talking about matress firm tell them Deja sent you. We purchased a therapeutic matress and full motion bottom well the date the order was supposed to arrive my husband was admitted back into the Vetrans hospital here in the bronx his stay was 1 month i called and cancelled the delivery .before he was relaesed i called because he know longer can speak i am his voice.

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.
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Reason of review:
Problem with delivery
2 comments
Guest

YOU canceled the delivery and rescheduled making your husband wait??

This is bizarre!!

Guest

Sorry your husband is so very ill. You might want to consider stopping by any MF store and picking up your mattress protector.

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Anonymous

Bad delivery service!

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I bought a new frame for my existing bed. It was a folding frame, to replace my existing folding frame. After waiting 2 days the delivery truck came. The delivery guy (with a man bun) said they could not move my existing frame ( their warehouse said they weren't allowed to touch it). So they wanted to take my new one back to the ware house and I was so mad I went back to my bedroom and pushed the the mattress off to the side, unplugged my motor, flipped up my very heavy bed frame and slid it down the hall. When I went back outside the delivery guys had LEFT!!! I called the salesman and said tell them to come back. The sales man got ahold of the warehouse and said the delivery guys could not come back in the same day. I told the salesman to refund all my money and keep the new frame and I will NEVER buy from them again. I was the only person home and Those 2 lazy *** guys wouldn't even move the frame under the mattress!! I was so mad I moved it my self but it was so heavy for me, by my self!! When they could have done it SO easily. I've NEVER seen Men behave like that!!! What is wrong with Mattress Firm to treat a customer like this??? I am so confused and disappointed with this company!!
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Reason of review:
Problem with delivery
1 comment
Guest

A## H@***e delivery contractors.

Delivery contractors are like opening a box of chocolates ...you never know what you are going to get.

Gracin Qvg
map-marker Highland, Indiana

Special financing

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Mattress firm sure has special financing. Brought two mattresses last year with two years deferred interest. They said that they couldn't put the two years on the credit card at one time, but will fix it. There was a note on the invoice that stated that it was two years instead of one year and it was approved by the manager. Went back to Mattress firm today and guess what, no one knows how to fix it. The new manager called the Help line and told him to tell me to call the credit card company. They told me to call the credit card company and dispute. I was hesitant at putting the mattresses on a credit card in the beginning, but the salesman showed me exactly how much I should pay each month to avoid paying the interest. It *** me off that the store will say anything and this case write anything to get a sale.
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Loss:
$257
Cons:
  • Being told lies
Reason of review:
False deferment information
1 comment
Guest

Look pal ... it appears to be a mistake not fraud as you allege.

Here's couple of options: return the merchandise for a full refund or ask the retailer for a "service adjustment discount" as an offset for their error.

Sales people also get *** off at customers for their mistakes.

The world would be a better place with out lunatics or idiots in it ... don't you agree?

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