Mattress Firm Reviews 

Whatever you do don't ever make a purchase from Mattress Firm online.

When I tell you its the absolute biggest scam. You would think it would be as simple as ordering and waiting for delivery. But no!!

I ordered and adjustable bed, mattress, and paid for delivery and set up. I had my friend wait at the house and them people straight played in my face. They dropped the box with the bed in it and said they had no order for set up.

Well two chat agents and one phone agent later I find out they set you up for delivery. You have to call and set up your bed assembly. Which the website does not say in plain sight. I've yet to see it actually. Only the last agent I talked to made that clear. Then the mattress has a different tracking number because that's coming from FedEx. Again the agent told me, not something that was explained online.

The real kicker is I explain to the agent I need this done in a timely manner, I'm setting up a room for my husband coming home from the hospital. She says I apologize ma'am you have to call back tomorrow to set that up. The warehouse that delivered the bed has your order locked. You have to wait until the driver returns with the paperwork and they will unlock it🤬🤬🤬🤬

I simply ordered a bed and mattress. Understand this ain't over by any means! I'm not letting this go

8/24/23 UPDATE: I CALLED BACK AS INSTRUCTED ONCE MY ACCOUNT WAS "UNLOCKED" THE REPRESENTATIVE I SPOKE WITH TODAY WAS NOTHING LIKE THE CHAT REPRESENTATIVES. THEY WERE EMPATHETIC AND INFORMATIVE. SHE REDEEMED THE SITUATION, NOT THE COMPANY. I STILL WILL NEVER MAKE A PURCHASE FROM HERE AGAIN. BUT SHE AT LEAST RIGHTED THE WRONG. SHE REFUNDED THE ADDITIONAL FEE AND MADE THE SET UP APPOINTMENT.

When you buy mattresses from these SCUMBAGS ,THERE MATTRESSES ARE MADE CHEAPER THAN THE MANUFACTURER MATTRESSES ARE.BASICALLY BECAUSE THEY ARE LIKE A DISCOUNT STORES ARE MADE, WITH A LOT LESS quality materials. So mattress Firm can make more profit Watch out for this company. They are nothing but a bunch of scammers, that do not care one bit about their customers. Chalk up another bad experience .With mattress firm, I have caught this company in lie, after lie ,after lie after lie. They lie more than the democratic party does. Their MANAGER'S ARE THE MOST RUDEST, MOST IGNORANT, AND COMPLETELY INCOMPETENT AND DISRESPECTFUL PEOPLE YOU COULD EVER DEAL WITH , on the face of the earth . With ZERO people skills, ZERO CUSTOMER RELATIONS SKILLS My experiences with this company, is incredibly pathetic. One store I went into to buy a mattress. All of a sudden, we started talking about covid 19. This lady starts flipping out. Telling me that her husband .Died because of Donald Trump. Unbelievable. She was blaming Donald Trump, for her husband dying, of COVID- 19 , I felt like saying to her. Are you kidding me? Was Donald Trump your husband's doctor? I think you are blaming the wrong person. Maybe you want to blame the doctor that screwed up and killed your. Husband.What a complete WHACK JOB. That's what works at mattress firm. You go in there to buy a mattress. You tell them, to give you the best price Possible You get a price from a local store? Then you call a store in a different city ,and they beat the price by hundreds of dollars. Then you confront them about it, and they have an attitude with you. The managers are rude as hell. The district manages are the exact same way. even worse, at the corporate level they're even worse. I talked to this lady Henrietta today, in corporate. And she basically did nothing for me. And could care less what I had to say, about my numerous bad experiences in mattress firm. which have been numerous. Between me, my brother, and my brother's wife. One bad experience after another They steal your money. They give you used PRODUCT'S ,and tell you that it is brand new They will keep your deposits.Witch they have done too me. When they refund your money 💰 💰 they will take out a percentage off the refund money. Almost like a restocking fee. Absolutely pathetic. Everything that comes out of their mouths ,is nothing but a bunch of lies. I'm sure the owner of this company is a Democrat.Plus MATTRESSES HAVE HUGE PROFIT MARGINS.A MATTRESS THAT THEY SELL FOR, FIVE THOUSAND DOLLARS COST THE MANUFACTURE A COUPLE HUNDRED DOLLARS TO MANUFACTURER, THE MARK UP,IS LIKE OVER 900 PERCENT MARK UP.THEY ARE All READY RIPPING YOU OFF ROYALLY,THEN THEY HAVE THE AUDACITY TOO TRY TOO CHARGE YOU MORE MONEY ON DELIVERY CHARGES AND OTHER NICKEL AND DIME CHARGES.A MATTRESS IS A TOTAL RIP-OFF.

If I could give them no stars I would. Not good quality mattresses. We have had the worst sleeping experience. Plus they didn't honor their warranty that was promised should something happen.We were told that our mattress has a 10 year warranty. Less than a year one side has a huge dip. Filed a claim with them but was denied. Never again will I buy from them.

This is my 4th time purchasing from MF in past 11 yrs. Never had a problem until now. Just bought a queen Serta Perfect Sleeper Elkins II & matching box spring as I just retired & needed a new bed. Love it. But my problem is that MF did not honor online offer of $100 off, only giving me $50. Customer service in Houston was useless. Management suppose to call me. Never happened. Delivered in rainstorm also making my carpet soaking wet. Took numerous towels to dry plastic off. Just lost a customer.

I went to Mattress Firm and purchased a Stearns and Foster mattress and box spring. I received the purchase through their delivery service within two days. I was unhappy with the mattress and went back to the store for a return and refund which turned out would have cost me nearly $500.00. That would have been my fault since i had not studied the return policy. Hower, if I had purchased directly from Stearns and Foster, it would have been $150.00. The store manager offered me an additional return option if I exchanged the mattress instead of returning it. I selected a Beautyrest Black which cost over $4,000. This mattress was horrible and I returned to the store. I was now obligated to make another and last purchase and had to pay the exchange fee of $250. I wanted to purchase a different Stearns and Foster mattress but was informed the store didn't carry that model. The manager, Shawn, talked me into a Tempurpedic Pro Adapt which cost me $4,099., plus a foundation. This was my last allowable purchase. The mattress is horrible. Beyond bad. I contacted the store and they blew me off. Offered no help and told me I should buy a $400 Tempurpedic mattress topper, which I did. That made the mattress even worse. I contacted their corporate offices and asked for some help and never received a response. Totally ignored. I am out $5,000. and have a mattress I cannot sleep on. I have decided to throw it out, eat the 5K and move on. I cannot begin to convey my dismay over losing 5K and being ignored by Mattress Firm. DO NOT PURCHASE FROM THIS COMPANY! CAVEAT EMPTOR!

Sold us the wrong base, made us pay to fix their mistake, and did not keep us informed of anything going on. I had to go back 3 times in person over the course of a month to get any form of update even though they kept promising to let me know what was going on. Gave them every opportunity to make it right and they chose not to do the right thing. -Maryville TN

My name is Andrea and my family and I had a great experience at Mattress Firm our sales man Raymond help us and made sure we were satisfied with our purchase. Will definitely send my family and friends there don’t forget to ask for Raymond

We went to Mattress Firm to buy a mattress and adjustable base, The salesman Zach was great! We picked out the set we wanted after being there for some time. One base was $300 less than the other since they were running a promotional, but we did not think it was as smooth as the other so we picked the more expensive option. We were told they would come install and test everything before they left our house.When they came to deliver the set they installed the base and my wife noticed a 14" cut in it. It looked like someone had got it with a razor knife. She called the store, of course Zach was not there so she had to talk to a guy named Eddie, Eddie acted like it was no big deal, he offered her $100 to just keep it, but when you pay almost $4,000 for something you want it nice. We said, no we want it replaced. Of course it could not happen that day so they finished installing and left. When I got home, only the foot section of the bed worked, the head section did nothing.(so much for making sure everything worked before they left) Unfortunately I was at the DR while it was being installed where he informed me I had Covid(I thought we were thru with all of that) when I got home I got hold of Zach who had no idea any of this had happened, however since I had Covid they could not come back and fix anything until I was no longer contagious. Of course this meant we had a bed that only 1/2 of was working for 10 days...Once I was better we made arrangements to get the bases changed out. The workers came and changed it out, this time they tested everything and they left. I got home later and the first thing I noticed was that it was a different remote, in fact it was the remote from the one we did not like that at the time was $300 less. I called Zach, he said he would check it out and call me back which he did. Yes, they are out of the bases we bought, they are on backorder so we just sent this one without notifying you!!!! It is only $50 less(but again was $300 less at the time of purchase) so we will credit you $50.We have been lied to and taken advantage of!!! I would never go to Mattress Firm if I was you!!! This is not the base we picked out, nore is it the base we want!!!!
Mattress Firm can not be trusted!! How can you just decide to give the customer a different cheaper product and assume it will be ok?!?!?! What a joke they are!!!!!

My name is Mary Burke and I absolutely LOVE Mattress Firm. From the moment I walked into the Rocky Mount Store and met Bobby and I knew I was in good hands. Bobby's Customer Service was Excellent and the Delivery Guys Customer Service was also Great. I will always shop at Mattress Firm,
they listened to me and I appreciated their attention to the details of all of my needs. Mattress Firm is a Great Company, Everyone should shop there.

Read the fine print! Ask questions! They give you 120 days to try out a bed, and you CAN return it, but the next bed you try has a 99$ delivery charge (understandable). BUT within that 120 day period, you can only exchange beds once so you're stuck with your second choice. Basically, they don't care about your comfort. It's not their mission to make you satisfied with a bed, just to sell you a bed. This was never spelled out for us -- no mention at all - and all the paperwork is done quickly at the store. My husband is 195 lbs and I'm 95 lbs. Our first bed was too hard, our second bed is good for him but I have had back aches (which I NEVER had before). I bought a great mattress for 397$ from Amazon. My husband is sleeping on the 4,000$ tempurpedic. They were very secretive of the terms and conditions of the 120 day trial period.

Ordered online and was to deliver & set up on a specific day. We just bought a house and had nothing to sleep on and was promised the bed on the day requested. They were to call beforehand but no call so we called them (had to leave msg as no one works there I guess) and they were to call back within the hour. 4 hours later and no call! Called local store and he tried to find out the problem with little luck. Finally found that it wouldn't ship until 3 days later! No Bed for 3 days! The online store SHOULD BE AVOIDED at all costs! Go to the local store! We were over 300 miles away and thought the online would be the best bet. What a JOKE! The local guy was Extremely helpful but couldn't do anything with the online order.

Marc could not have made it easier for my husband and I to find the right mattress for our Murphy bed. Unfortunately requirements for height and weight limit our choices to a minimum. He worked very hard searching not only in his large showroom but on availability at the warehouse. He was professional, patient and answered ALL off are many questions. You might think “we’ll he should be”. This was our 4th stop at various mattress stores and none were as attentive and sincere as he was, truly trying to help us. Thank you Marc it was a pleasure doing business with you and in the future if mattress shopping is in it, we most definitely will start with you and recommend you to our friends and family.
Jo/Gary

Unfortunately I can’t even give this company one star. We have been treated so poorly, and I’m regretting the day I ever stepped foot in their store. We were in the market for a new mattress. I explained to our sales agent that I was a hot sleeper due hot flashes. The sales guy talked us into the
Sealy Posturepedic hybrid, memory foam mattress. I expressed my concerns of being hot, he reassured us that this mattress was not hot at all, and that we had 120 days try it out. If we weren’t satisfied we could exchange it. At this point it was getting close to closing time so we felt we were being rushed out the door. We were trying to set up for delivery but could never get a day nailed down. We were told we could pick it up at the warehouse. He called the warehouse to let the manager know we were on our way right now. When we got to the warehouse everything was locked up and not a person in sight nowhere. They knew we were on our way and literally left early when the warehouse wasn’t even closing time. This upset me really bad because everyone involved knew we had nothing to sleep on at all. Time was of the essence. We called back to the store they had to set up a delivery date which put us at the end of rotation. When the guys made their delivery they were late, like really late. I brush off just grateful to finally have something to sleep on. I noticed right away this mattress was hot regardless of what we were told so I wanted to take advantage of changing it out. We went back to the store to talk about options, and was basically talked out of exchanging it at this time. We were told “to give it some more time, we would eventually love it”. We gave it a little more time me still waking up hot every morning. I decided we had to exchange it. We went to another store to do the exchange. Paid cash for the first purchase as well as the upgrade. Once the guys brought the newer mattress they refused to leave it with us because we didn’t have the tag on the mattress. No one told us we had to leave the tags on the mattress for the 120 days of trying it out. None of our interactions with any of the people we spoke with ever mentioned keeping the tags on the mattress not even once. So we called back again desperately trying to find anyone that could help us or that was at least willing to try. We were basically talked to like dogs saying they couldn’t take the mattress back without the tags because they wasn’t sure if we picked it up off the side of the road. Come on now!! They know we bought the mattress new from them just a few weeks prior. We had all the paperwork, I mean everything but the tag that was on the mattress. Who leaves a long tag on the mattress anyways. Not once were we told to leave the tags on. Who buys clothes and wears them with the tag still attached? No one. So basically were stuck with this mattress and I wake up all during the night and every morning burning up all based off a lie that was told to us by our sales guy. Please, whatever you do, don’t make the same mistakes we made. I will tell everyone how horrible we were treated. They don’t care or want to help their customers all they want is your money. It’s sad and I will never recommend this horrible company to anyone.

Purchased a mattress
The person said it would take a few weeks to make it soft.
After two and a half weeks I was in a lot of pain so I went back and told him I was experiencing pain after laying on the mattress, he said he would do an exchange.
He NEVER asked me if I wanted my money back OR an exchange. I did not know it was one or the other until another 3 weeks later because he said I had 120 days money back guaranteed.
After two weeks I went back because by this time I could not lay on it it was too painful I was having hip pain and knee pain. I was really in pain and I asked him how do they make them so soft (the ones on display) he said they put the mattress through a machine and put heavy dummies on them and on top of it they walk on them .
He said just walk on it it will get soft. After a couple of days I went back to the store and said I just couldn’t I am in pain please I just want my money back.
He said he would call me because he needed to talk to his boss.
After a few days he called and said they won’t give me my money back. I said if I would have known what ur takes to make it soft as they do in the store I wouldn’t have bought it. He got very angry and started saying that I was calling him a liar but I was just repeating what he told me.
He said it was not the customer’s business how they make business or what goes on behind closed doors that I was calling him a liar. I just want my money back not being stuck with a very expensive mattress that I can not use.
They are deceiving and take advantage of people. I can no longer lay in this bed after 3 weeks is so painful.
If he would said you have the choice of your money back or an exchange I would have wanted my money back.
It’s horrible customer service.

our mattress and base is not working out and we wanted to return it. we are doing the 120 day trial. They want to charge a 20% restocking fee and $99 fee just to return the mattress. Comes to $300 in fees, and they will not allow returns on the base which was $1200. So were forced to put bed in a spare room and stuck financing the bed. We will never buy anything from mattress firm again. How many other people have they taken advantage. Don't buy from mattress firm, they'll rip you off. If you do, read the fine print. We would have not bought anything from them knowing what we know now.

Update: After leaving a review on Facebook in a comment area. They responded and gave me a full refund on the mattress and warranty on the bed base. Which I appreciate. But they still insisted that they could not refund the base. Citing that they didn't have room in there warehouse. Really? Have room for mattresses that are 6 to 8 times thicker and bulkier, than a bed base. We appreciate the return on the mattress, but it's still not right about the base. We're stuck trying to sell the base, which we will not get what we paid for it.

Another update. After having to leave more bad reviews at various websites, mattress firm finally refunded us for the bed base, minus a 20% restocking fee and $99 pickup fee. So we are out about $400 after everything . $183 for tax and $221 remaining balance on there charge card. Which is almost 20% of the total purchase.
So to recap, it took alot of time and bad reviews to receive two separate refunds for the purchase. Customers should not have to go through this experience with any company. There are plenty other companies to buy a bed from in this country.

My wife and I went to Mattress Firm at 390 Ernest W Barrett Parkway North West Suite 1
Kennesaw, GA 30144 Kennesaw, GA.
on Fri. May 26,2023 and purchased a mattress.
Our sales representative, Stuart was professional, courteous, knowledgeable and personable. While in the store we met with Hayden and Brad who were equally great !
I did call the store back a few times to ask questions and I was able to speak with the representatives mentioned above; they answered all my questions and put my mind at ease. I was given a two hour window for the delivery of the new mattress and the two gentlemen arrived 15 minutes before the window started!
The delivery of the new and out with the old mattress was flawless ! The gentlemen that came to my house were excellent in every way as well.
I would recommend my family and friends to go to this store and ask for; Stuart, Hayden or Brad, they are all excellent !
Thanks to all mentioned above for a great experience!

We ordered the purple hybrid premiere 3 and it’s ok, but it has t really helped with issues I went to the store for. Like shoulder and hip pain.

I purchased a bed on 6/11/2022. Order number SO002005033. The mattress developed indentations, which prevents my mother from sleeping. I paid the $80 for their inspection. The claim was denied. I have purchased several beds from them in the past. Never again, the warranty Sucks. The mattress lasted less the a year. I am replacing the mattress. This is the warning to others. If you don't believe me check the reviews like I should have done. My name is Max Del Valle

This is the worst company I have ever felt with. So mad I didn’t read the reviews first. Mattress is only a year old and sagging in the middle. Customer service is horrible can’t speak to anyone unless on line. I have to upload a million pics to hopefully get this fixed DO NOT USE this store!!!!!

Our sales person, James, from the Arnold Missouri store was the best! He was so helpful and knowledgeable and just a pleasure to be around. With James' expertise we were able to find the perfect adjustable bed for us!