Mattress Firm Reviews 

I recently purchased a mattress in a box from mattress firm. Unpin delivery I realized the box was not that heavy. Instructions were in the box (take mattress out of plastic and let sit in a well ventilated area to rise up and to get that boxed mattress smell off mattress.

Your commercials include BLATENT BULLYING!!!!! How are kids to learn the hard fact when adults and PROFESSIONAL BUSINESS perpetuate the very thing that’s wrong with our society and that’s a lack of tolerance of others…. These ads are offensive and give the impression that this is OK. IT’S NOT OK TO SET THIS EXAMPLE TO OUR SOCIETY ESPECIALLY OUR KIDS!!! I will never be your customer.

Deceptive marketing and terrible mattresses. I purchased a BR800 plus pillow top mattress on their website thinking I had 90 days to try it out and then return it if it did not suit us. Big mistake! I should have definitely gone in store to try it out before the purchase. The mattress is terrible. It's squishy and has no support. I did not realize that 800 corresponds to number of coils in the mattress and in the words of the sales associate when I went in the store something along the range of 1200 or higher is what would be ideal. The mattress was also about 4 inches shorter than my old king bed and doesn't fit my bed frame properly resulting in pillows sliding off the bed and filling the space behind the mattress. After testing out the mattress for a few weeks I have terrible back pain. And have reverted to my old $250 Amazon mattress. I then go to return the mattress only to find out that the 90-day trial period is not risk free. I would have to pay $250 for them to pick the mattress back up and then the remainder of my refund can only be applied to another mattress from them. So all in all the total cost to refund the mattress would wipe out the $500 I paid. I think this is why their mattresses are priced so cheaply online is because you will lose a lot by returning it so people end up keeping the crappy mattress. For context, the store doesn't even sell this mattress.

Nate, the store manager of Guilford and Groton, was our sales person, and he took a personal interest in our answers. He was not pushy and clearly cared that what we got, was exactly what we wanted. He listened closely and worked with us. We entered not planning on getting a mattress, but given the level of care and professionalism that he showed, I felt comfortable deciding to go ahead and buy a mattress. He laid out our options clearly and was highly patient during my information gathering session. I'd highly advise you to come and see Nate for your mattress needs and will be directing any and all people who ask me for advice of where to go, to go to Nate or his team where they will have a great, non stressful and deeply informative buying experience.

I purchased a mattress to be delivered on 11/10/24. The driver got lost, he refused to take directions because his phone is tracked and he would be fired. Of course there is no one to speak with. The chat representative suggested they couldn't find the address because it was new...so new, that I have lived here 25 years and fed ex UPS, DHL and Amazon all deliver without an issue. The driver returned the mattress to wherever he was dispatched from. I called 11/11/24 to reschedule delivery and was told the earliest day would be after I had moved to my new home 4 hours away. I explained that I am moving and needed the mattress prior to the move, the customer service rep said that was all they could do. I told them to refund my money which of course will take 7-10 days. This company thinks it is ok to penalize the customer for their mistake.

We were sold both a mattress (Beautyrest Black Diamond series) along with the metal "900 adjustable base" that was heavily promoted. Every mattress looked low profile in the store, and the adj. base seemed a nice feature. The salesman assured us Mattress Firm wants our complete satisfaction and we could return or exchange within 4 months (he never mentioned a 'no return' policy on the adj. base). When the delivery guys set up our mattress and base, they placed it on top of our existing bed frame, which meant our nightstands were now 6+ inches below us, and our bed looked like it was floating in the middle of the room - ridiculous. And it was now obvious what a safety issue the metal adj. base was, with our two cats, or if you have small children or pets. This type of adj. base is appropriate for a hospital or medical facility only. But on reading the fine print I discovered no returns on the adj. base - so all that sales pitch on 100% satisfaction and a liberal return policy were for the mattress only. So...I researched online and found MANY complaints on Mattress Firm and this specific issue, and one attorney weighed in and said that just because their policy is 'no returns' on the adj. base, doesn't mean they won't take it back. So, we went back to the store, met with the salesman, and we told him how deceptive this was, and we won't abide a safety issue, which was real. They should not be selling and presenting these adj. bases the way they are. They did take the adj. base back, came to the house for free pickup-return, and while they were slow to credit the $900 back for the adj. base cost, once I called my credit card company to file a dispute, that apparently woke Mattress Firm up and they did issue the credit.
Very happy with the Beautyrest mattress - don't get sucked into what you don't need, and read everything.

Hi friends, be aware that the mattress firm is a shady company. here is my story, I bought a new mattress, and it was delivered with plastic covering the whole mattress, when I took off that plastic, I realized that there was a dip in the middle, which means that the mattress was not new, so I called mattress firm for a pickup and a refund, they told me there would be a 99$ pick up fee. + 99$ restocking fee, now here comes the kicker besides the obvious, at the feet of the mattress there's an additional foot of plastic with plastic attachments, that covers that part, and I thought that was meant for when dragging the feet part of the mattress it wouldn't get dirty, anyway when picked up, the co. took that part off supposedly for inspections, and lo and behold I found out that underneath that foot of plastic, there was a cut, they refused to pick it up, and I never received a refund, people DO NOT BUY FROM THIS CO.

Location: Mattress Firm Warehouse
6524 Pelican Creek Cir, Riverview, FL

Service Team: Ariel Diaz

The delivery of both my mattresses came today 9/22 at 3pm. The Service Team of Ariel Diaz. While the Queen size mattress was all good and in perfect shape, my King size mattress was torn on the bottom edge. There were no quality control checks done and I am very upset. I tried to chat with customer service they refused to help me. Mattress Firm overall did a horrible job with both the delivery process and trying to resolve a customer complaint. Order Number: HSM6K567LOCF

I bought a memory foam full sized mattress today from the Woburn, MA store. The manager was the only one working and couldn’t have been more accommodating or professional. He gave me a great deal without me even negotiating. The Sleepy’s mattress I bought is high quality. Don’t make the mistake of buying a mattress online without testing it out first. Mattress Firm gives a four month guarantee too.

Ordered a Tempur-Neck pillow from Sleep Expert (aka Mattress Firm). Salesman agreed I needed a small profile. He got the order started and told me price of $172 (included tax). I was shocked. He said that Tempur-Pedic never has a sale and that was the price. Guess what, after the disaster as listed below, I went to Temper-Pedic website and the pillow was on sale for $119 buy one get one (with regular price of $129 when sale was over). Read list of events below:

1. Order shipped to wrong address. Sleep Expert replaced, then delivered to wrong address (delivery company's fault). Finally got it. Took a month.

2. Ordered a Small Profile and got a Firm Medium Profile

3. Paid $172 at Sleep Expert. On Tempur-pedic website it is $119 and get a 2nd pillow free and when sale is off, regular price $120. Is this price gouging or what from Mattress Firm and it shows that Tempur-Pedic does not care nor has any control over those that sell their product as I contacted them and they said since I did not buy direct from them there is nothing they can do. They have no control over their distributors.

4. Pillow is like a brick and because it is a medium profile can't sleep on it

5. Person at Sleep Expert said if I kept the box (which I did) I could bring it back for a refund. That Sleep Expert is now out of business. Took the pillow to the Mattress Firm right down the street and the salesman there came from the Sleep Expert where I bought it. He was not the one that I bought the pillow from but he knew the story when I called with all the issues to complain the day before they closed their doors. As soon as I walked in the Mattress Firm store we recognized each other from the Sleep Expert store that just shuttered. Before I could say anything he said "We can't take the pillow back." I told him I knew he knew the whole story and he still wanted me to walk out of the store with the pillows. I left it with him and told him to dispose of it as it was useless to me and I was disgusted with their pricing and not giving me the choice to spend $50 less and get an additional pillow and the right profile.

I would rather have set fire to $172 than to have gone through this terrible customer experience with both Temper-pedic and Mattress Firm. Beware.

Why can you sleep on a mattress for 120 days (and more things happen on a mattress and a pillow) and then return it. Why couldn't I have just gotten a replacement pillow at equal value or why couldn't they have acknowledged their price gouging and offered me a refund on the price difference to at least show some customer service.

Jenna Nixon covered up a sexual harassment claim at the store and tried to buy me off. I asked her to escalate to a supervisor and she said I was banned from the store and stopped responding. I need to properly report her.

I recently attempted to use a $300 I received from purchasing a Stearns & Foster mattress to buy a crib, only to be informed that it couldn't be used for furniture, which is their policy. However, when I tried to use the credit for other items along with a promo code, I found the customer service to be quite unhelpful. The online representative repeatedly insisted that the promo code couldn’t be applied without explaining why, despite there being no clear guidelines against it.

Eventually, I spoke with a representative named Henrietta. Unfortunately, she was also unable to provide any clarity on why the promo code couldn’t be combined with the credit. Instead, she spoke over me and came across as rude, making it feel like she was doing me a favor just by talking to me. She pressured me to use the credit immediately or risk losing it, which felt very forceful and contrary to their own policies. Overall, my experience with customer service was disappointing and left me feeling unheard and frustrated. It seems they are unwilling to listen to their customers or adhere to their stated guidelines

I ordered a mattress on August 12, 2024. They said it would be delivered Aug. 17, it never came. I called two days later and was told that they had cancelled the order. I had paid with AMEX through Paypal. AMEX said contact Paypal to dispute the $1800.94 of my money that Mattress Firm was holding. 3 weeks later I have not yet had a refund. Supposedly Paypal is working on it and Mattress Firm is doing nothing. I am not impressed with Mattress Firms business methods, and further would never use AMEX with Paypal again. Each can point to the other to get the matter resolved with no ultimate resolution. Ironically, Mattress Firm just sent me a survey asking about how well I am sleeping on my new mattress. Obviously they don't know what they are doing.

Perfect Sleeper® Charlotte 11.5" Medium
Plush Mattress
V000246683
Queen
$500.00
Qty: 1
Delivery

300 Adjustable Base
V000229895
Queen
$600.00
Qty: 1
Delivery
No Image Available
Matt Setup & Haul Away / Adj Base Setup
Qty: 1
$149.99
Delivery
No Image Available
5 Year Single Base Warranty
Qty: 1
$149.99
Delivery

Cool Touch Pillow
V000254803
Jumbo
$0.02
Qty: 2
Direct Del

Subtotal
$1,400.00
Shipping
$0.00
Tax
$93.75
Total
$1,493.75
Payments
$1,493.75
Finance Amount
$0.00
Balance Due
$0.00
Bed has been an absolute nightmare in the last couple of months.
Description
SKU
Qty
Matt Setup & Haul Away / Adj Base
Setup - 39623212062-095098
135406-
1
5 Year Single Base Warranty -
39623212062-095098
105480-
1
300 Adjustable Base - 39623212062-
095098
132475P-V000229900
1
Perfect Sleeper® Charlotte 11.5"
Medium Plush Mattress - 39623212062-V000246682
095098
133945P-
1
It is possible that all the items you ordered are not on this list. Your order may ship from multiple warehouses on different days.
Warranty for mattress should’ve been an offer. It has a huge sink in it where I lay near my pelvic region and I get up and wake up in serious pain. Very disheartening it didn’t even last a year. Order Info
Delivery Date: 8/2/2023
Store Name: Mattress Firm 095098
Sleep Expert™: Joe

Purchased a beauty rest mattress 13.5” and it didn’t last a year. I am 125 lbs and should not break a mattress down in 10 months. Huge gap to toward the middle of the bed. Warranty has you lay a broom stick and use a piece of paper to show sagging which they denied in about 45 minutes of submitted all their insane photos. The sag is 2.5” and they said it’s normal wear. Go anywhere but mattress firm to buy a mattress!

My experience has been a positive one. I have been dealing with Tyler, at the Mattress Firm in Knoxville, TN, and he was very helpful, and has provided support throughout the entire process. My new bed is scheduled to be delivered next week, and I will come back and update this review once the process is complete.

The mark of a great company is how it treats its customers after the sale. A defect popped up in my mattress, I took several pictures that clearly showed it, and submitted them to the claims dept. They responded that they needed more photos, I took them, still wasn’t good enough, so they offered to have a professional photographer take them — at a $79 cost to me. One would almost think they try to wear down the customer til they go away and give up. Very disappointing experience. This review is for Mattress Firm in Houston, TX.

Purchased a mattress for my elderly Mom to be delivered to her assisted living. Tim , the sleep expert at the location in Delray Square at 4779 W. Atlantic, was very knowledgeable and not pushy. He helped me find the perfect mattress. The delivery people were on time, and very professional. Highly recommend!

I ordered a mattress and an adjustable bed frame from Mattress Firm. The delivery was scheduled for the following week, and I was told that I would be contacted the day before with a delivery window time. Well, I was never contacted, so on my scheduled delivery day, I called customer service only to be informed that both items were out of stock at the warehouse and that they themselves were not aware of that until my call. Then, they proceeded to reschedule a delivery date without confirming it and with a twelve-hour delivery window on a Monday. I am NOT happy with their service period.

We've bought from Mattress Firm a number of times and have had no complaints. They did what the said they'd do when they said they'd do it. Unfortunatly that's all changed. Since they got greedy and over-expanded they are crap. Customer service is horrible. We bought an adjustable bed less than three years ago and it just quit. Apparently the problem is the remote lost connection with the bed. NOBODY at Mattress Firm or any of the companies they buy from can solve a simple problem. Take my advice. Stay away from them!