Not resolved

This company advocates customer satisfaction but does everything to stand behind its warranty, we even have to pay for an expert to determine if the mattress is saging and then after two visits rejected our warranty claim. We will buy a new mattress even though the one we have now is over one year old but we are going to buy from a competitor not this very very bad company.

It is amazing to see that a company with a large coverage over the U.S. is able to treat its customers like that.

We send an official complaint 4 weeks ago, never received a reply. Our advice is to avoid Mattress Firm and buy from competitors.

Review about: Mattress Firm Warranty.

Reason of review: Warranty issue.

Monetary Loss: $2000.

Preferred solution: Let the company propose a solution.

I didn't like: Customer service.

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Collierville, Tennessee, United States #942174

Warranties are issued by the people who manufacturer the product you phuckin ***.


Mattress retailers do NOT manufacture their own mattresses. Warranty is provided by the manufacturer.

You state the independent expert rejected your warranty claim "twice".

If you had a legitimate warranty claim, the manufacturer would stand behind their warranty. Good luck

El Paso, Texas, United States #924641

***Alert, we purchased a Simmons Beauty Rest-World Class (Firm) mattress, a couple years ago from Mattress Firm by Las Palmas shopping center on George Dieter, El Paso TX. Within a couple years from purchase, mattress began to sag and squeak, so I contacted sales representative at Mattress Firm, and he told me to place mattress directly over the floor to determine if indentation measured 2 inches, if not, they would not be able to do anything for me.

This is completely ironic because mattress was never purchased with the intent to be placed over the floor. I assure you that Mattress Firm knew that placing mattress on floor would never meet the 2 inch indentation required for refund/exchange. We regret purchasing this expensive mattress and wish we had kept our 16 year old mattress that was so comfortable.

We will never purchase from this store :-(

Be careful and don't purchase a bad mattress. :-(

to pom #925888

Warranties are void when you place a mattress on a mismatched foundation. Perhaps that is the real issue.

to pom Dallas, Texas, United States #942177

*** no. They asked you to do that in order to rule out a sagging foundation. They were trying to save you money and time.

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