Mattress FirmReviews of mattressfirm.com

I just wrote a review a couple of days ago, but I would like to retract my statement! The delivery men didn’t even give us time to get to door before they were pulling off then didn’t answer when I called. Tried to call customer service but you can not speak to a live person. You can fill out a request and someone might call you back in 2-3 days or you can speak to someone through text. Ridiculous! Also, in the delivery instructions you receive more than once it doesn’t tell you that they require a signature. Only that the item will be left on your porch. Which it wasn’t! Now my son is sleeping out a couch until I can get the bed. I don’t know when that will be because they can’t re scheduled until the next day!

Never got to ordering - phone was answered by someone that from his tone I seemed to be wasting his time.

March 25, 2021 Mattress Firm Inc. 10201 S. Main St. Houston, TX 77025 Re: Order # S035127778 Customer #C011710412 Dear Mattress Firm Inc.: I am writing you regarding my recent purchase of a Beautyrest Hybrid firm queen mattress and adjustable base. I bought these items on 3/1/21 at the Pearland store (#001038) and TraShaunda Otems assisted me. I have had the bed for 24 days now and I am not satisfied with the overall comfort of the bed. I am and older woman, not yet retired, and have spent a good portion of my adult career as a chef I’m unsure if you are familiar with what this type of work entails, but it does wear on the body. With that in mind, I went to MattressFirm with the hope of buying a bed to cater to my aches and pains that have taking its toll over the many years. I spent a sizeable amount of money on what I thought would be comfortable for me however, after sleeping on it for some time it just wasn’t working out. Earlier this week I expressed how unpleased I was to TraShaunda and she informed me that there was nothing she could do, and that if I wanted to change the mattress, I would not only pay the outstanding balance of both the mattress and base I presently have, but that I would also be on the hook to pay an additional $800. This is where I take issue, I am unclear as to why I would be spending virtually $3000 just to return a mattress and a base for a firmer mattress and a box? I think this is highway robbery, my goodness, I don’t want anything for free I merely want MattressFirm to be helpful in assisting me with swapping out my mattress and base for something that I can sleep comfortably on. This letter is to appeal to your compassion in decency and I hope that we can work something out that doesn’t put you at a disadvantage nor myself. If it is possible can someone contact me to discuss what options there are at this point, as I am still not sleeping well.

I purchased a queen mattress for a friend. The store is in Blue Springs, MO. I don't live there so everything was done over the internet and phone. I started out by messing up the online order. I called the store and spoke with a woman that was very helpful. I paid for the correct order and waited for delivery. The delivery was on time just as expected. End the good stuff. They only deliver to the door unless you pay an extra $100+ for their installation, bunch of crap there. Keep in mind I live 2 hours away. My friend, a disabled woman, drags everything inside. She unpackages everything and starts to setup the platform. The platform is a simple task. There are 2 platforms with 4 legs on each. You just unfold the 4 legs on each one, stand them upright, place them side by side a bolt them together. Now you have a queen platform. She wrestles the mattress up there and now has a bed. She sleeps on the bed that night and told me she could hear the mattress creaking at night. After a couple of more nights she finds loose parts around the bed. The entire platform is falling apart. I have her move the platform and put the mattress on the floor. I immediately call the store and get the same woman as before so I'm thinking great no problem. She tells me they will replace it but can't send someone right over but the delivery truck can bring it in a few days, great. Delivery day comes and goes with no platform. I call the store and am then told I have to do an online warranty claim. I do that and am told that is something you do with the manufacturer. Enough, I'm getting upset now. I'm told just bring it by and I'll give you another one. I drive the 2 hours, pickup the platform and go to the store. I am then told we don't have one in stock. Really, I just drove 2 hours because you said you would exchange it and didn't even look to see if you had one? And they knew I was driving 2 hours. She calls the store in Independence, MO and talks with a woman about the situation, sounds like a manager from how they are talking. They verify they have one, confirm what is going on and that I am on my way. I'm told to go to that store and they will have one waiting for me. I walk in the store and am not greeted by a single person out of 3. They literally just stare at me. I tell them why I'm there. The woman on the phone is sitting right in front of me playing dumb. After about 5 minutes she tells one of the guys to go get a platform. While he is gone she interrogated me. Finally she says that they shouldn't be replacing it. There is nothing wrong except loose screws and I should fix it. Before she says anything else I put down the faulty platform grab the new one and leave without another word. I have been in customer service for 25 years. This situation is a nightmare but ok at Mattress Firm. After reading all of the other reviews it is obvious that this is pushed down from above. Someone is missing a moral compass and should not be there. I know I won't.

I worked for mattress firm for more than 4 years. from 2012-2016 they sold used mattresses as brand new in all of thier outlet ad mega center locations nationwide. I have sent an email to sam woods telling him how disappointed i am in mattress firm for doing that he called my district manager nick yelled and screamed at him so my district manager came to my store mad at me for doing that. i have chatted with paul stork one of the co founders for mattress firm on facebook messenger about getting refunds for the hundreds of thousands of hard working Americans that been defrauded by mattress firm he gave me all the excuses in the book, he did not take responsibility and he refused to help but i still kept it real with him. i chatted with ken murphy when he was ceo at mattress firm about the consumer fraud he thanked me and changed nothing. i have spoken to corporate recently about getting the hundreds of thousands of hardworking Americans who were sold used mattresses as brand new a refund they gave me all the excuses in the book but this time they added a new excuse, we at mattress firm are restructuring i told the person i spoken to thats a perfect time to fire all the district manager and above that participated in the consumer fraud the person that i have spoken to guaranteed me that they will fire everyone that participated in selling used mattresses as brand new district manager and above 2 weeks later i called for an update and she told me i cant give you an update i spoken to some of my friends that work in mattress firm headquarters and i was told no one got fired and no one will get fired so she lied to me. mattress firm you have a duty to do the best by your customers and that to fire all the district managers, market managers, regional managers the vps and every one who sold used mattresses as brand new or managed a team of people selling used mattresses as brand new district manager and above.

If I could vote - 0 stars I would. Besides having poor reviews for their products this company, under their company Facebook page goes into public forums and attacks people. In one instance they attacked a mother for her beliefs and also for her children for being home-schooled. Very shocking and very sad. I feel like this kind of behavior in itself is horrific in itself but certainly to do it while representing a business is taking it to a whole other level. While looking into this company I can see there are a lot of unhappy consumers so I guess it is par for the course for Mattress Firm.

If I could give lower stars I would. Please do not waste your time or money going to Mattress firm. I cancelled my order yesterday after waiting 6 weeks for a mattress that they told me would be delivered Friday and failed to deliver. They do not care about their customers. The have "truck" and you can only get mattress if they are shipped and your sales person is lucky enough to grab the ones you ordered, AND you can drop everything to be available when THEY say you have to be due to this customer unfriendly delivery service. I went to Macy's today, bought a better mattress at a more reasonable price. Save yourself the headache-go somewhere else.

My son is a new 1st time home buyer & a part of his new chapter of his life is getting the pieces in place to set him up including bedding. We had already decided on a “regular” mattress from a big box store when my sons went into the Mattress Firm store #159020. His sales rep Kurt made an entire presentation that not only sold my son but me too as neither of us realized the differences in our sleep situations! All of the financing & delivery options were set in motion & we were stoked! Then, we weren’t. It started with my delivery to my home & the base of chosen the Ergo smartbase not being able to fit thru my staircase (as if explained to Kurt during the sale was an issue I had 3 years ago) so my delivery was botched although was somewhat recovered by Willie bringing a platinum base for a future delivery of the base one step down from the ergo. Apparently with all of the sales pitch given it was not noted that the smart base does not come in two pieces but one solid one. My son’s base, the Ease 3.0, stopped working after one day. He attempted to troubleshoot the issue with customer service a few times then was told to contact the store. Spoke with our original sales rep Kurt who advised will have a replacement sent out. An appointment was set for today 2/19/21. Over the course of this week we received updates to the wrong address, called & confirmed the actual delivery address & was assured it was going to 812 w 9th NOT 409 Hillcrest. Truck comes to 409. I work from home 10-11 hours a day 6 days a week therefore I cannot allocate the time it takes to redirect deliveries and the miscommunication of the Mattress Firm staff. It jeopardizes the job I actually am assigned & employed to do. After a brief & uncaring conversation with the delivery people that came to my home office we Placed a conference call to the store and spoke with Terence the store manager at the Wilmington DE location store #159020 took the info shortly determined another truck was on its way. Obviously we are both very upset & stressed. We were looking for this to be resolved once & for all with Terrence who then became extremely unprofessional and inconsiderate lacking empathy telling us to have a nice day & then hung up without an apology or assurance. The delivery personnel that did finally left my son’s front door wide open while they delivered his base to his 3rd floor which caused his 8 month old puppy to run out. He had to chase her 6 blocks in his slippers in the snow & ice because of their negligence. Once he returned with her he found that his footboard & railings had been removed & cast aside without being properly put back in place. When we first made the decision to make this very large expensive purchase we didn’t even think about the cost as we were completely sold on the experience & excited really really excited to begin this awesome new journey to better sleep! It was supposed to be stress relieving and invigorating. This experience has been anything but. Also since my base was downgraded I have YET to receive the reflection on the difference in my financing which is affecting my credit report and rating. I can promise this; I will NEVER purchase or recommend Mattress Firm to anyone and write this experience to all who care to read about it. As of today Saturday March 6, 2021 the adjustable base has stopped working a second time within a month and the store now refuses to help or exchange it for a better model as previously promised by Kurt & Willie.