Mattress Firm Reviews 

I am extremely disappointed with this experience. Last month, I noticed that my credit card had been charged by your company for a purchase I did not make. I immediately contacted your customer service to report the fraudulent transaction.

Unfortunately, I was transferred between multiple phone numbers and told several times that I would receive a callback, which never happened. After several attempts, I was finally given a case number, but no meaningful follow-up was provided.

Despite informing your company that my credit card information had been compromised, the merchandise was still delivered to the unauthorized party. This is very concerning, as it shows a lack of proper action even after being notified of fraud.

To this day, I have not received any updates regarding my case. Instead, I am now receiving requests to review a purchase that I did not make.

This situation raises serious concerns about how your company handles fraud cases. Sending merchandise after being informed of unauthorized use makes it seem as though proper precautions were not taken.

I saw the same mattress in Costco for $200 less yet they say you're getting such a great deal on it.

Very pleased with mattress firm Avon,OhioGetting a great night sleep now. Sealy Norman. I wasn’t aware that the box springs come in different heights.. mattress firm exchanged my box spring to lower height which made it more comfortable …. The delivery service outstanding …. They set up my new mattress & (disposed) took my old one away… the delivery guys were outstanding …

I broke my femur bone and needed a soft mattress Cameron the sales person listened to what I wanted and led me right to the mattress I needed. I didn't pay to have it set up, and when I had a bit of trouble I talked to joe on the phone, and got my answer. I'll definitly buy there again. Ask for Cameron.

Blazin Banks and his wife were amazing. They notified me that they were on the way and when they got there. Right on time. Delivered my mattress with experience and expertise. They were friendly and professional. Set my new mattress up and took away the old one. Took the box and trash with them. Would highly recommend them. My new mattress from mattress firm is amazing.

Read ALL of the fine print very closely before signing...do not trust what they tell you! Run away as fast as possible. You are MUCH better off buying online, most do not charge fees for delivery or pickup should you return it. And some offer 365 trial periods! Mattress Firm has hidden fees and they do not give a rats you know what about their customers. They also partner with Synchrony Bank, and together they do some very shady business deals. Avoid at all costs!

BUYER BEWARE - When you buy a mattress at any Mattress Firm they are not completely transparent with their warranty. If your mattress is discontinued and you manage to win the warranty claim, instead of being able to exchange for a new mattress they give you a credit that won’t cover the cost of the equivalent mattress from that same brand. I also contacted the brand and they assured me that Mattress Firm would do the right thing, they didn’t. Offering an extra $300 off for a mattress I should not have to replace is unfair. The mattress was discontinued due to well known issues with that model, you would think they would see this and make it right. But, they only want you to spend more of your hard earned money “so they can upgrade you” ! They have lost my business, I hope if you read this you choose a better company to give your business to!

The staff is good and knowledgeable but Ive had nothing but problems with the mattresses. I have bought 6 in less 2 years because they are not what's in the store that I tried out and did not hurt me. They break down quickly as well. The next to last was a pillow top that went flat in less than 3 Mos. So I traded it for the one I have now. It was a Sealy Norman II. the one I have now is a Sealy Sleepys Hybrid HD that cost $400 more. In the store it was cooling and med firm....perfect...but when I slept on it the first night I woke up with hand numbness, back and shoulder pain and sweating! I have bought 2 very thick pads but its such a hard mattress that it does not help. So yesterday I ordered a nectar hybrid from the Nectar website. I am an average size woman...155 lbs so weight is not the issue and I sleep alone. I will not purchase from Mattress Firm again.

My husband and I recommend this location! The Buffalo Speedway ✨️location is where I went off 610 hwy. My my neighbor Carl got a bed and told me about this place. So I thought I would give it a try. It was a guy named Jamale. Jamale, is the store manager who has all the right information on the best mattress for you! I told him about my bad back pain. I tried several beds and the adjustable that sit you up and massage you and also it's a light underneath that changes colors and it goes off motion. I lovvvvve my bed. The price was great and the warranty. Customer service was great and omg the delivery guy's were so fast and friendly, the beds are Amazing in the store to try out! 👏🏽 💯🙏🏽😊

I was not allowed to choose a delivery window time, even though I explained the mattress was going to a nursing home memory care unit. The delivery time I received was 4:00 to 6:00. Received a phone call at 3:50. The mattress wouldn't be delivered on time because they had to stay and help an elderly couple. They didn't't make it until approximately 8:15 and then needed us to AGAIN give them the instructions of where it was to be delivered. I will NEVER buy another mattress from them again.

Terrible customer service. Would not honor a promotion.

Mattress a piece of crap, ill never shop there again. I have the best bed "they say" that they sell. Im a plus size women. When I sit on my bed its a dent I go right into the dent. They replaced my bed once but dont make no difference I sink in that same hole. This bed is 🗑

Be wary of any sales/outlet items. They will promote these as getting a great deal on an “older” model. But what we received was a used mattress. We thought this was a mistake and called to inquire about the pre-owned wrapping. We were assured it wasn’t preowned, and that even new mattresses from the warehouse come in that packaging. The tags on the mattress confirmed it was used and was sanitized. This happened at the location in Waterside, Fort Worth, TX.

I specifically expressed to the sells man that I didn't want a use bed, a returned bed or a floor model bed. So, he proceeded to show me some beds and then I made my purchased. In addition, offering the bed covers, in which I purchased. I guess he wanted to benefit and capitalized off my approved credit. Oh, and I shouldn't forget to say that he expressed that if I wasn't satisfied, I could return the beds within a certain period of time, but he failed to inform me that there would be a fee for the return. First, my full-size mattress was too hard or firm for my taste. When I called to ask for them to pick it up a large fee deducted from the cost. On top of that, I wanted to return the queen bed also because it wasn't new. I suspect it was a floor model (which is used) because there are indentation marks from the mattress standing up in the adjustable frame in the store. I didn't buy an adjustable frame for the queen mattress, only the full-size bed and I kept it. A brand-new bed wouldn't have indentations in it. It would have been completely flat. This is not my first time buying a mattress, but I will never buy one from this store that puts dollars ahead of customer's service. I am completely frustrated with lousy companies like this one taking advantage of customers.

Never use the financing option through synchrony bank. THESE PEOPLE ARE CROOKS!! They will hit you with 50% interest charges on the original amount after 2 years if you haven’t paid off the balance in full. I had a $160 remaining balance after 2 years on $1,900 financing option and they tried to bill me for an extra $975 in interest expenses. I had been paying at least twice the minimum monthly and never missed a payment.

Had to call and threaten to sue them before they agreed to just let me pay off the remaining balance.

i purchased a mattress 7/17, it was the wrong one. i called rt after delivery, told had to wait 30 days in an email. i disputed w my military bank. online purchases suck due to no support . callung, enailing natick atore, sleep experts unavailable. dozens of emails. they responded to replace it after 110 days.. i can no longer get funds back from bank. i warn everyone.. Do Not use online purchase,, 119 days to decide to replace. waatoo late.. never use this scam company please

I bought a 12-inch hybrid chime mattress, and it is the worst! It is hard, lumpy, hot and super uncomfortable. I should have went to the store to sample first instead of just listening to salesperson on the phone and buying it online thinking I was getting a great mattress at a great price. I HIGHLY DO NOT recommend this mattress or this company to anyone. Total waste of my money.

I purchased a mattress from Mattress Firm and a year later, the mattress was sagging. When I lay on the mattress or sit on the mattress, I would sink. They did honor the warranty one yr after I bought it due to sagging. One year later the new mattress was sagging too. The company gave me a hassle about giving me another mattress under warranty. They had me go through all these hoops to prove that the mattress was sagging. In the end, they denied my request for a second replacement mattress because they said it was the structure of my bed frame that was causing the mattress to sag which is crazy. This is so untrue because the mattress would sink when I sat on it and when I laid on it. It wasn't sagging because of the frame. Needless to say, I will never buy a mattress at Mattress Firm because what good is the warranty if they give you such a hassle to be approved for a replacement?

I have a bad back with ciatica. I went out and bought an expensive bed that I was led to believe by mattress firm, it would help my back. This is by far the worst purchase ever made. The bed is sagging after a couple months and it’s uncomfortable. My back hurts worse now than ever. Horrible customer service wouldn’t even help. Please don’t ever buy a bed there.

We had a misleading sales experience at Mattress Firm that future customers should be aware of.

We purchased an open-box mattress after the sales associate, Noman, explicitly stated that the mattress came with a 120-day trial period. When we expressed hesitation and said we wanted to leave and think about the purchase, he reiterated the trial period and encouraged us to go ahead, telling us we needed to give the mattress time to break in before we consider refunding or exchanging. At no point during the sales process did he disclose that open-box items are treated as final sale with no returns or refunds. In fact, the open-box option was actively recommended.

Only after attempting to exercise what we were told was a trial period did we learn that Mattress Firm considers the purchase non-refundable.

This was not a misunderstanding or failure to read fine print. The trial period was affirmatively represented—multiple times—and used to overcome our hesitation, while the no-refund policy was not disclosed at the time of sale. That omission materially affected our decision to purchase. Had the final-sale condition been clearly stated, we would not have proceeded.

If Mattress Firm’s policy is that open-box mattresses are final sale, customers should be told this clearly and unambiguously before payment, especially when a “trial period” is discussed. Expecting customers to infer or independently discover such a critical term is unreasonable.

This experience raises serious concerns about sales practices and training at this location. I strongly advise anyone shopping here to get all terms in writing and to be especially cautious with open-box items.

Transparency matters. This transaction lacked it.