Mattress Firm Reviews 

Honestly I should have known to not buy a Mattress from a company named Mattress Firm that also happens to have a history of financial issues and a no-frills store. Our salesperson was fine but we received a defective mattress that was off-gassing for 5+ days - we bought two air quality testers on the 6th day and I kid you not, both told us to "run" because of the dangerously high formaldehyde levels. We stayed in a hotel for 3 nights because Mattress Firm could not pick up the defective mattress immediately. They also charged us a 20% ($500) restocking fee. When we called to dispute this, they insulted my wife's English proficiency, at which point we decided we wouldn't be able to get the money back despite the defective and hazardous product (I should have just threatened to sue instead). We ended up disputing through Amex and Mattress Firm tried to counter-dispute; absolutely ridiculous behavior. Don't be fooled by the high reviews of individual stores - they're all very helpful when you're buying the mattress but god forbid anything goes wrong because then you're on your own (and might get insulted for having an English accent).

The worst mattress ever. They should call the place mattress soft and terrible. I called to get assistance because in 3 months the mattress has deteriorated and it’s only me (130 lbs and my puppy in bed). It’s so bad that I have chronic back and neck pain. NEVER buy a mattress from them. The name “mattress firm” alone is false advertising. When I called for help, the woman told me I needed to spend $2000 for a replacement for the same mattress but firmer. Do not buy a mattress from this company.

I placed an order online. Mattress, box spring and heavy duty frame for delivery and set up. I get the emails saying my order is shipping and I read that they are delivering to the door when I said I wanted gold delivery (set up and removal). So I use chat to find out what is going on. Was told "oh the other rep forgot to add it but we can now if you want."
I asked are they coming back to set up the frame which will be delivered after the mattress and box spring, I was told no they don't set up what they don't deliver.
In the reviews I had read multiple complaints about the frame not being set up, that it was sent separately, etc.
I don't like companies playing games to try and save money while shorting the customer. I CANCELLED ENTIRE ORDER. I WILL BUY FROM ANOTHER RETAILER WITH BETTER CUSTOMER SERVICE...

Horrible Customer Service

I filled a claim and tryin to confirm they received everything they need and there isn’t a way you can get to anyone.

I’m trying to get the warranty on my mattress to replace it because we haven’t been able to sleep for days.

I went to the store for assistance and they were very nice but can’t do anything to help expedite.

We purchased a mattress from Mattress Firm an scheduled a delivery for saturday. The delivery from the warehouse went to the wrong side of town, they did not call or verify with us. We had another delivery scheduled for monday. I took time off and the warehouse again failed to deliver the mattress that we ordered. They have now said that they can't deliver it today. I verified the address in multiple map sites and the address is correct.

We purchased our mattress at the end of May 2022 and by February 2023 the mattress had started to sag. I went back to the store where I had bought it and was told that I had to make my warranty claim online.
On the site I was given the opportunity of making the claim myself or having one of their reps come to the house to do an assessment at a cost of $80. Being on a fixed and fairly tight income, I decided to follow the directions shown on their website.
The process is impossible to do on your own - it took two sturdy guys who do this for a living and were huffing and puffing when they delivered it. For example, you need to be fairly competent taking detailed photographs, and you need a broom stick and a yard stick, a printer and the ability to move the mattress, take close up images of labels, take this incredibly heavy mattress off the bed so as you can photograph the box springs and then remove the box springs so as you can take photographs of the bed frame. They want all the legal 'do not remove tags' pictured as well as other identifying pictures of the type and brand of mattress.
How ridicules is that and with zero help or interest from support.
Their recommendation is, pay the $80 and we'll do it for you. But I don't have $80 to just do that and probably, having seen how this company functions, will no doubt give you some excuse why it's not covered.
Strongly, strongly recommend you check out other consumer reviews for Mattress Firm from various sites and not rely on the reviews on their own site.

PLEASE DONT WASTE YOUR TIME OR YOUR MONEY!!

I had a decent experience purchasing my mattress at this location. However, the entire COMPANY is so SHADY. Less than a year ago I decided to purchase a mattress with the help of one of the In-Store Representatives. Hence, we paid over 4k for a product that would fit best for us. When the mattress arrived we realized it WASN'T as COMFORTABLE as the one we laid on at store, Hence we contacted customer services and was told we needed to break into the new mattress. After a few months the mattress felt more comfortable, but not as quiet as we wanted it. Consequently, we thought we needed more than 120 days to break into our new mattress; More importantly, we can submit a warranty claim if we didn't like the mattress after the 120 trial period. This was one of the WORST MISTAKES we've ever made. The mattress started to SAG after the 4TH MONTH, we started to have EXTREME BACK PAIN, & RESTLESS SLEEP. We've been at our worst since then.

You'll think the warranty claim process would be an easy procedure, but NO! Luckily for us our mattress is defective, but if your mattress is DESTROYING YOUR BACK, AFFECTING your SLEEP PATTERNS or is UNCOMFORTABLE, the warranty claim WOULDN'T BE GRANTED. Moreover, We had to jump through hoops just to get a warranty claim approved, and finally after a few weeks of acting accordingly we received our approval letter.

This Warranty Claim Approval letter states they'll only give a store credit for the defective product. NO REFUNDS! My mattress has been financed, and If i decide to buy a mattress that cost less than the value of the defective product, then REMAINING CREDIT CANNOT be used to PAY DOWN the FINANCING. Which means I'll be over 4k in debt, but laying on a mattress that cost me about 2k worth of store credit & LOSE the remaining CREDIT or I can use the rest to purchase random accessories.

This company is so SHADY, they are 100% using DECEPTION to make sales, and they rather jump through then give a refund.

The company needs to be more explicit about their warranty claims. Why can't we as a customer be informed prior to purchasing their product or at least before the 120 trial period ends that you'll only be granted an in store credit if a warranty claim is submitted and approved. NOT when I submit my claim and it get approved that I'm informed about NO REFUNDS, ONLY IN-STORE CREDIT, in-store credit is NON-TRANSFERABLE, ONLY 1 EXCHANGE is allowed, and if the next mattress is defective i'll have to go through another warranty claim and pay another $99.99 DELIVERY FEE and another 10% RESTOCK FEE. All this information should be disclosed to the customer prior to purchasing their products!

Now I'm a consumer who is stuck with a BACK BREAKING mattress with NO REFUNDS and a 4K DEBT on a credit card or I can make the decision to exchange my defective mattress to ANOTHER BACK BREAKING mattress and use my remaining credit to PURCHASE UNNECESSARY ACCESSORIES that will be thrown into a closet and forgotten.

I still need to make a decision, but if this was a perfect world my CHOICE would be receiving a FULL REFUND instead of dealing with Mattress Firm Customer Service EVER AGAIN!!!

PLEASE DONT WASTE YOUR TIME OR YOUR MONEY!!

I won’t go to mattress firm in el Cerrito they will make fake promises just to get you buy and after you buy mattress service is bad and delivery will be delayed not as promised.

We ordered 02/18/2023, next day we received it 02/18/2033 at 10:00. They were quick and did a clean job and was courteous. Not clear English, but, got the job done well. Very nice gentlemen. We'll see if maintains comfort as we had at the store.

The only reason I’m giving 1 star is because the 2 salespeople in the store where I bought my mattress, were As helpful as they could be. My problem was with the delivery. I paid for the ‘platinum service’ and was told they will move my master bedroom mattress and base to the guest room and place the new set in my master bedroom. Once the two delivery men got here they told me they would not remove my base to install the new one, so how do they install the new one? I was then told I have to remove it myself and they basically just come in drop off the mattress and will move the other mattress. Beware….they are very sneaky and will tell you they will do it up front but the delivery guys won’t do it. They ended up leaving with everything ( they couldn’t wait for us to fix the problem) and I have to wait for another delivery date. In the meantime, I have to pay someone else to pick up the base and move it out. They should never sell a base if they aren’t going to remove the existing one! I ended paying $11,006.00 for a ‘lot of hassle’. I’m still waiting to see if they are going to reimburse my ‘platinum white glove’ set up service cost of $149.00.

On Jan. 16 I purchased a tempur pedic mattress in the dadeland east store, Miami Florida . The mattress was going to be delivered on the 17th, unfortunately I was unable to receive it on that day because of a misunderstanding with my phone number, I called the seller to reschedule the delivery but he said he couldn’t help me in the moment cause the delivery department was full those days. I don’t live in the US so decided to cancel my order and asked for a refund of $3515.93 to my credit card.

I received an official document from mattress firm confirming that my refund was in process and that this would be credited to my card in no more than 14 business days. It has been more than 14 days and I have still not received my refund nor did I receive the mattress. Is there any way that you can help me? I tried contacting customer service and the chat in the website does not help me with any orders made in a store. I tried calling customer service but there is no way I can receive any help through phone. I called the store and they were not able to help me because the order appears not to be registered in the system and they do not have access to refund process. What can I do?

If I could give less than one star I would. I bought purple mattress sheets from mattress firm,they cost $170 which is a ridiculous price for sheets, so you would expect them to be good right? The sheets lasted one month before they got pilly. When I contacted mattress firm for a warranty they said no warranty, even though if I would have bought them through the purple mattress company they offer a one year warranty on the sheets. For that price mattress firm should stand behind what they sell!!!!

Bought a rv mattress and it lasted less than 8 months... supposedly has a 10 yr warranty but our cover had a blood stain from a bloody nose... so they voided our warranty

Re: Mattress Firm Clearance Center on Bird Road in Miami Florida

I couldn't be happier with both the service and the prices we got from Alan and Adrian. They went out of their way to listen to what I was looking for in a mattress, even pulling out beds that weren't already on display so I could try them. No hovering pressure sales tactics. If only all sales people were as knowledgeable, helpful and personable as these guys were. They have gained a customer for life and I will be telling my family and friends to see Alan and Adrian when they need a mattress. Come to this clearance center for great prices and great service. You won't be disappointed.

We bought this mattress 6 months ago for what I consider a lot of money for someone like me, elderly and on a fixed income. The mattress is sagging terribly. I called the store I bought it at and they told me I can only put in for a warranty claim online and gave me the webage address.
Now I have 2 choices, I can do the claim myself, or have a rep come to examine the mattress for $89!!!.
I chose to do it myself and started answering the questions to put it in motion. The process is totally ridiculous to do. You have to take a plethora of pictures which requires you to actually remove the mattress from the bed to take an unobscured full picture of the box spring. If that is not enough, they then want you to remove the box spring to take a picture of the bed frame. They want all the legal do not remove tags pictures as well as other identifying pictures of they type and brand of mattress. Well The mattress is unbelievably heavy and at my age I am totally unable to lift it, never mind remove it. The box spring will be the same.
They rope you into PAYING for someone to come out and do these things for you for a mere $89 to verify their product is terrible and faulty. On a fixed income I do NOT have an extra dollar after my SS check comes, it hardly pays the bills. Now I am stuck with my back pain, degenerative disc disease because the mattress is totally uncomfortable and I wake up in more pain now than with my 20 year old mattress I had before.
If you go to their site they falsely claim they have almost a 9.0 rating . If you want to verify that check that out the look at any other review site. This site gives them near a 1 star rating
I will NEVER buy anything from them again.

This review is about something other than a particular Mattress Firm's location. It's about the company's warranty practices. I purchased my Sterns & Foster king-size mattress on May 11th, 2022 for $2,800. No problem. Helpful sales guy, the mattress was delivered when they said they would provide it. Fine.

In the eight months of having this mattress, it has been used for five out of the eight months, yes, gone sometimes for a month or two at a time. The mattress began sagging quickly and It now has what feels like a deep crater. You can't believe the hoops you have to jump through to submit a warranty claim. And of course, Mattress Firm denied the warranty claim.

Round two. I then paid $80 to have someone (sent by Mattress Firm) come to my home and inspect and measure the mattress. You guessed it... The warranty was denied a second time. That's it! Out $2,800 and Mattress Firm can high-five themselves.

No offer of any kind, No small credit offered. Not even I'm sorry you're unhappy with your purchase. Oh, they did provide a 20% off coupon on my next mattress purchase. Ha! Like that's going to happen. Since this time I have done some digging (Yea, I know. should have done this before I bought from Mattress Firm). Mattress Firm has a lot of complaints against them for mattress sagging warranty denies. I mean a lot! Just Google Mattress Firm warranty issues. Also, Mattress Firm doesn't have a customer service phone number. They only use emails. You can not speak to anyone. When a company hides behind emails and offers no person-to-person communication. That alone tells me there isn't any quality customer service. Of course, all over their marketing material. You'll read how important their customers are to them. Hahaha! I lost $2,800 on a defective Sterns & Foster mattress. Oh! Sterns & Foster had a customer service phone number. However, they told me they don't do warranty issues. Do you believe that? They told me I have to work with Mattress Firm. What great American companies we have now. I now have to buy another mattress. Maybe I'll go to Best Mattress. Be careful.

Amanda was amazing. She spent hours helping me make the right choice for my back and my wallet. She was so patient. I will send everyone I know to her.

We replaced our original TemperPedic mattress with another one, this time opting from the "Bed Furniture" that Mattress Firm was recommending. This frame is $400, you have to put it together yourself, and it's TOO LARGE for the mattress! It's at least an inch larger all the way around, leaving the mattress to shift from side to side constantly. The frame also has an interlocking feature that isn't necessarily stable, causing the bed to feel like a crowned road - I felt as if I was rolling out of bed all the time.

When I called to complain within the 6-month trial period, they recommended I move up to a firmer mattress, and I did. I still felt the "bump in the road" but less. However, the mattress still shifted. After the 6-month period I got mad and called them on this, and they said they'd replace it with a regular fitted bed frame, the kind that used to cost about $100. When I got my Discover Card bill, I saw the charge was $667.49 for the new frame, on top of the $400 original "Bed furniture" that they never refunded. This is over $1,000 just to make my bed feel stable as I never had a good night's sleep until the framing was resolved.

WHAT A RIP! They sell you a "furniture" that doesn't fit and if I'd known I should have kept the original frame, I would have saved over $1,000.

DON'T GET THE "BED FURNITURE," Mattress Firm didn't even bother to measure it against the mattress - then you'll get a royal price for the regular frame!

I DID NOT Save Money, and I DID NOT Sleep Happy!

On November 2022 my husband and I went to try the Tempurpedics in the store. We made the mistake of purchasing the ProAdapt through them. We had the mattress 21 days and decided it was not for us as it did not feel the same as in the store.. We called to have the mattress returned and was told it would be a 500.00 restocking fee and 99.00 pickup fee. We were not told any of this information beforehand and did not know until we wanted to return the mattress. Customer beware of this shady outfit.

Went in to Mattress Firm, Jenkintown PA, ask for a copy of my receipt. Met my nightmare. Hamed from Haiti turned out to be rude and loud, so much I had to ask him to lower his voice. He became agitated because I complained about my missing receipt. He lied and said that’s normal speaking voice that I call yelling - compared with other times when he was not yelling. I told him his lies are recorded on the stores cameras, and that’s the only time he pretended to be gentle. He could not find my receipt. The mattress itself hurts my back like crazy. I submitted an online claim and showed proof of the obvious sag in my six month old mattress. Sterns and Foster is overrated in my opinion. Their firms are only semi. I may end up trashing my mattress if I want to keep a straight painless back.