Name: Mattress Firm
Rating: 3.0

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Irene Easton, MD

We ordered a mattress, frame and head board on the mattress firm web site. We paid an additional $99.99 for gold service. We were told this included the delivery people putting the frame and head board together. Unfortunately, that never happened. The delivery people just dumped the frame on our front porch in a box and the mattress they leaned against a wall in our house. We tried to call but no one answers the phone, so we went thru the chat room and were told that we would get a refund. Never happened, tried again and they disconnected us. Never use their chat room. They rip you off

5 years ago

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LH Rahway, NJ

PLEASE DO NOT BUY ANYTHING FROM MATTRESS FIRM!!! WORST NIGHTMARE 1st Mattress Arrived Ripped; 2nd Mattress incorrect & adjustable based stained wall damaged, 3rd Mattress hard as a ROCK delivered almost 2 months later. Walls damaged. Terrible Terrible experience. BUYER BEWARE AND STAY AWAY. Mattress Firm does not stand by its policies and is a completely disreputable company. PLEASE Take your business elsewhere. LOOK AT THE REVIEWS. They will waste your time. IF EVERYONE IS SAYING THE SAME THING IT IS TRUE I WISH I DID MORE RESEARCH.

5 years ago Edited September 14, 2021

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Randy McLean, VA

Purchased an expensive Stearns and Foster mattress a year ago with a 10 year warranty. Mattress sagged significantly in one year of use. Company refused to send someone to inspect despite claim on website to do so and when informed that we were disabled. You will never reach a live person in their customer service center. They do not honor their warranty and have terrible service. Combine terrible service, high prices and poor warranty and you have a company that should go out of business.

5 years ago

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Don Platt Riverside, MO

Only 1 year into owning a Sleepy's brand mattress, purchased at Mattress Firm. The mattress sags tremendously in each location where my wife and I sleep. After reaching out to Mattress firm for a warranty claim, they quickly denied the claim, stating that our bed frame has voided the warranty. A bed frame that properly supported the previous mattress for 10+ years without issue. Stay away from this awful company! They denied our claim in less than 4 business hours. Guest that would be one positive; their response time was impeccable.

6 years ago

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FLPixie Bradenton, FL

Ordered online and was given delivery date 8/3-8/5/2020. Then I went to get the tracking# and now shipping 9/28/2020. Their customer service is non existent, can't even get an answer as to why the date was pushed out 2 months. Tried calling and they hung up on me. Sent correspondence and their response time is 24-72 hours but they claim they are fully staffed. They surely charged my credit card immediately though. Asked for cancellation and they won't even confirm that I have cancelled the order. DO NOT BUY FROM THESE THIEVES!

6 years ago

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Kim Zink Tampa, FL

I have had nothing but bad experiences with the box springs from this company. I bought one and within a few months it was all dented in. The manager said he would “give me a great deal on a really good one that wouldn’t cave in”. Ha! Paid for second one and a few months later all the metal caved in again! Do NOT waste your money on this cheap crap! Once this happens, there is no fixing it! Total waste of money!

6 years ago

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Dawna Sayers Cortland, OH

We spent over a thousand dollars on a mattress..got rid of our old one so we can get the new one..two weeks later, still no bed and they keep blaming it on the cov-id. Everything is back and running from the cov-id!! Crooks and Liars🤬 we are going up tomorrow to demand a mattress or a refund right then and there! If not we are filing a police report. I just read they filed bankruptcy in 2018..crooks and liars!! Do not buy from them!!

6 years ago

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Aaron Chicago, IL

Mattress Firm has lackluster customer service, poor corporate organization, and a rigid, inconvenient delivery process. They constantly make mistakes and their store managers and salespeople are given no authority to fix the mistakes for their customers. I purchased a mattress that came with a damaged base and they have shown no urgency in resolving the matter. Once you make a purchase with them, you are a number. I wish I would have bought directly from the mattress provider or worked with a more local company who values its customers.

6 years ago

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Cathy Danielsville, GA

We bought our mattress one year ago free paying 1600 dollars it got dips tried to do the warranty on line what a joke now we're stuck with this junk still owe 900 dollars just don't want to ruin my credit never again alot of money for back and body pain warrantys are worthless so buyers beware.

6 years ago

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PW Eureka, MO

I would suggest that you do not do business with this company. Their 120 day guarantee isn't true. We bought a mattress and mattress cover. The mattress is OK, nothing special but it was very expensive. The mattress cover is useless. The sheets won't stay on the bed so it really doesn't function at all. We found that when we roll over, the sheets move across the pad and literally pull the other person with it. It's the worst sleep that we have ever gotten and Mattress Firm will not refund our money! Stay away from this company!

6 years ago

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Dina Alyaseen Katy, TX

Do not buy from Mattress Firm specially a Beauty rest! there no number to call The mattress is only 8 month and it's boulching in the middle and we don't even used the adjustable remote very often! trying to submit an on line warranty request is a nightmare it rejects all the photos, I think this is done so one has to choose the third party inspection at 79.99!

6 years ago

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McDaniel Idalou, TX

DO NOT BUY FROM MATTRESS FIRM!!! They charge high prices for adjustable beds. Don’t stand behind the warranty or try to find a solution. Bed hasn’t worked in 3 weeks. Run around from warranty to the local store. I’m filing online complaint and bad review. I will be holding any more payments they are due until someone sincere wants to rectify this

7 years ago

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SlushandSlide Peoria, AZ

They will not ship the mattress. Mattress Firm has now deleted the invoice that shows that I purchased it two weeks ago. I would like my money back. It's definitely a company based out of Houston, TX. I'm not surprised that a lot of the items that do arrive, appear to be used. The mattress topper that I had originally bought there looked like it had been sitting outside in water, over an extended period of time. Low quality bed sheets are also being shipped from Logan, Utah. Evidently there seems to be issues involving geography and these kinds of companies.

7 years ago

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Sarah Powder Springs, GA

The company is great; the sales person is great.. the problem is delivery from the warehouse and this is why I had to cancel my order..and this will happen to others as well in the future. They said because of my zip code, I will always get afternoons. I told them that i can never do afternoons as I am gone by noon that is why for anything I request delivery in the morning. Every other company has that option why doesn't Mattress Firm? This is what broke having a potential sale with me. And I really needed a new mattress.

7 years ago

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ed hernandez Columbia, SC

I purchased a sleepy's twin frame, mattress & box spring on April 27, 2019. It arrived at destination on April 29, 2019 as expected. The problem being that the frame was good, the mattress was good, but the box spring was a queen size. Now I am trying to get a date when the twin box spring can be delivered and I can't get anyone to tell me a thing. This company should stay in chapter 11 and go out of business. if a person does not know how to load a truck with the correct materials then is there any hope they can be improved as a company. I give this company a fine F-.

7 years ago

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Cathy H Racine, WI

The first time we moved the mattress with the handles it ripped at the seam about 3 inches. Only owned this mattress for 5 months. Mattress firm claims it wont cover it since the simmons warranty claims a seam or handle tear is not covered. Paid 5000.00 for this bed and it is garbage. Stay away from mattress firm and Simmons. First bed delivered was in the wrong box and maybe that is how they get rid of beds returned from their 120 day sleep guarantee

7 years ago

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Larry C obb Bay City, TX

Disappointing customer service, had an issue with their contract delivery personnel. Try to speak with someone regarding a problem, they totally disregard you and NEVER return calls even when they insist they will get back with you. Houston managers and warehouse delivery managers are not worth a darn. Worse than their management, they have contract delivery personnel and apparently little or no recourse with their activities.

7 years ago

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Cherie Winter Haven, FL

We paid $1499 for our king mattress here in Winter Haven FL in January 2019. We were told by our saleswoman we would have 120 days to return it if we didn't like it. Well, we do not like it. It's not firm enough. I found out by reading the small print that it will cost us nearly $300 to return it!!!!!!!!!! The saleswomen, naturally, NEVER disclosed this to us. DO NOT MAKE THIS VERY LARGE PURCHASE FROM THIS COMPANY!!!!!!

7 years ago

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Anthony Lake Bluff, IL

Got a queen size Serta hybrid mattress from MF store in Vernon Hills IL. Great mattress. Very knowledgeable sales staff. Great experience.

7 years ago

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Holly Amaducci Golden, CO

I ordered online on March 1st. I was told it would be delivered within 5-7 days. I received an email stating it would be delivered on the 7th. On the 11th I cancelled my order because they never shipped it and couldn't tell me why. I was told I would receive my refund within 7-10 business days once the "mattress was returned". I thought that will be easy, it never shipped. Oh no, they didn't cancel the order and let it ship! I had to cancel the order AGAIN and I have to wait eight extra days because the mattress has to go back! THEIVING COMPANY!

7 years ago

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Francisco Rodriguez Dallas, TX

My mattress is only 8 months old and it sags at one corner. I filed a claim and sent in all the information the asked for including pictures. Just to get a respond that it is at manufacturer standards. They advised be to have a third party inspect it but that I had to pay $80. Also they offered me a 20% discount on another. I went to the store where I bought it and the person that sold it to me said, sorry but I should put a claim on line. I do not recommend mattress firm. Get your mattress from somewhere else but not with them.

7 years ago

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craig Buford, GA

Items ordered weren't delivered. Waited over an hour on customer service with no response. Began chat with customer service and was disconnected. Another hour on hold with no answer. Delivery team knew they screwed up and couldn't leave fast enough. This is about the most pathetic customer service experience I've had in a long time. Would definitely give 0 stars if possible.

7 years ago

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Abhishek Nayak San Jose, CA

Worst delivery and service . I was sent a broken bed frame and the delivery guy told the warehouse that it's broken. But they still asked him to deliver it to me. I rejected the delivery and rescheduled for next day. The driver came and seems he called me . I never got a call. I paid more that $1000 and it's been a week that I am waiting for the mattress. I just moved from east coast with family and we are sleeping on floor . Forget about compensation, they are yet to deliver my mattres. Pathetic !!!! I am reporting this to consumer court

7 years ago

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Dan M Hemet, CA

First of all read reviews before buying reviews were ok- so went ahead bought two matresses total$5000. Received items to 2weeks later then slept on for two weeks -on second week woke with bed bug bites - tried to explain to sells person- theres no way they are responsible - why because beds are delivered in plastic but while delivered they are next to the old beds they are picking up- so know I am having to go through credit card dispute which they are very helpful.Did not want to go down that route but for $5000. I have too

7 years ago

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Bridgette Moore Louisiana, MO

I purchased two beds. I was encouraged by the salesman to purchase the floor model temperpedic. He said great value and reliability. But no warranty. I told him my concerns. He reassured me it was a good buy. Well I have a lumpy bed that causes serious back pain. Paid 1000$ for a painful nights rest. And I can’t return it. I will never shop at Matress firm again and I will encourage anyone to think twice about shopping there. I am stuck with a piece of garbage for the next 7-10 years!

8 years ago

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Daryl Markovic Marietta, GA

I bought a bed base and box spring online and have had the worst problems ever. Do Not buy from mattress firm they suck! 1.) They drove off with my bed and I haven't had a bed in a week 2.) They finally delivered the bed and forgot the base and box spring 3.) They promised me an upgrade and now say they wan to charge me for it. Please don't every buy from this company.

8 years ago

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Anonymous Falling Waters, WV

Very helpful, no high pressure tactics, listened to my requirements and found several mattresses that met my needs. Let me choose what I wanted.

9 years ago

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Low Honolulu, HI

Great value, great price, comfortable. We were looking for a firm mattress and was pleased to find that there was a huge inventory and that it was reasonably priced.

9 years ago

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John Sarasota, FL

The Premium Plush is the highest end they make. After 2 weeks only a cavity was created you cannot even roll out of and you will need back surgery if you get one, so I payed an extra $160 for a new one and got the same exact thing. For the last few years I only sleep on a luxury futon from Wayfair and i sleep like a rock. Hampton & Rhodes makes the biggest price of garbage you can buy and NEVER EVER but a mattress from Mattress Firm they sell only pure Garbage and will not refund

9 years ago

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Brenda Stough Dora, AL

I don't really care for the mattress that we have now to firm for me hurts my back. I liked my memory foam mattress that we purchased from Walmart never had a problem with it hurting my back like the one we have now that we purchased from Amazon.

9 years ago

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Sheila New York, NY

They did not honor their promise that I could return a mattress pad that cost 240.00 after spending 4000.00 on a king bed and adjustable frame and warranty. I had to tweet about it then I got a reply. Basically saying we will do you a favour and give you half your money back. I don't understand you will take a bed back, clean it and resell but not a mattress pad?

9 years ago

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Nate Clifton, NJ

Mattress Firm is such a solid company, i had no issues in getting exactly what I need. There staff is friendly and helpful!

9 years ago

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Alex Gohlke Troy, MI

Excellent service in the show room, i was able to test out beds and find the right fit for my wife and I. setting up payments and getting it delivered was fast and easy

4 years ago

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tommy melvin Richmond, VA

We bought our most recent bed from here. Service was perfect. Delivery was great. We even changed our mind about what we wanted and that was easily changed.

4 years ago

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Brittany Clark Meridian, ID

I did not enjoy my experience at Mattress Firm. All the mattresses seemed cheaply made and way over priced. The sales people were less than helpful. The delivery date would have been outrageously extended. Their prices were almost double on some items from another store. Many of their brands we had never even heard of. I definitely would not recommend.

4 years ago

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Kristen Parsons Sandy, UT

I have purchased two mattresses through Mattress Firm and always had a good experience. Prices are fair but we had some issues with delivery. The customer service has always been superior!

4 years ago

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Alex John

I didn't like the customer service and the delivery time. It took about a month to wait for the delivery that was prolonged to infinite time after a month. I understand that there supply chain crisis but I just simply bought on the other online retailer. Didn't work for me

4 years ago

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Shayla Hankins Lehi, UT

Mattress firm is the best way to shop mattresses, they have employees around ever corner who can help but they do not push you or make you uncomfortable.

7 years ago

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Jobie Goodro Orem, UT

Although we don’t love our mattress, we like it and really appreciated the sales associate and customer service we received. They really wanted us to get the best mattress for our money and issues.

7 years ago

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Rischelle Mikkelson American Fork, UT

Mattress firm had a good variety of mattresses. We needed a twin size for our child’s bed. They had a good quality option for a reasonable price. They staff was knowledgeable and not pushy.

7 years ago

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William South Jordan, UT

I have bought many mattresses/pillows/box springs from this company and have enjoyed using all of them. I will continue to purchase from this store. The quality and price are definitely worth it.

8 years ago

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Lori Hubbard Elkhart, IN

We returned a mattress and was given a used mattress in return. It came with indents already. They replaced that one and this one is already sagging after a month. Never shop here. Worst experience ever. Wish I had read reviews and check the BBB prior to buying from here.

4 years ago

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May Mayy Reno, NV

Worst experience ever! Ordered a mattress online it was set to be delivered 1 week later which didn't happen. They changed the delivery date 4 times.. waited a whole month and a half and still no Mattress! Very disappointing. Asked for a refund but was told it will take 6/7 weeks. Wow! But u took my money in seconds!

4 years ago

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Zakiyyah Rasul Springdale, AR

These mattresses are by far the worst. I wake up in pain. The mattresses feel like springs are poking me in the back. The bottom portion was poorly constructed and just horrible. I will absolutely never buy another mattress from them again. It is so bad that I do not even look forward to lying down.

5 years ago

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Tim Feldman Fairfield, NJ

We paid in advance for delivery and for them to take away the old mattress. When the delivery crew came out they said we had to give them CASH for them to take the old mattress! My wife uncomfortable with confronting them just paid them the cash. After several attempts to contact management at Mattress Firm this bad review is the end result.

5 years ago

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Nature Lver Stroudsburg, PA

I bought a $4,000 intellibed bed twin mattress. It felt defective like sleeping on the floor. I returned it they charged me 20% of the original price which was $500 plus $100 for picking it up. This is highway robbery and should not even be legal. I would not recommend anyone buy a mattress from them. RIP OFF

6 years ago

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Carolyn Wolhar Middletown, DE

DO NOT BUY FROM MATRESS FIRM!!!! The Customer service is horrible!!!! The dlivery fee is $150 and the truck breaks down and they say at least 3 hours and maybe not today....I am so sorry I bought at this Middletown Delaware store.....

6 years ago

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Leon Lopez

Purchased a mattress and box spring set for 1200.00 and it started to dip and box spring is broke in 6 months. They wanted to charge us to send someone out to look at there defective product. Out come they only replaced box spring. Bed is still dipping, oh and they charged us a restocking and delivery fee for there crap product.

6 years ago

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Robert Mosley Cathedral City, CA

We were told by Mattress Firm at time of purchase if we were unhappy with their premium mattress’s they would return our money... guaranteed. Not only did the mattress cause us back problems they refused to give us back our money...”Go ahead and take us to court, we don’t give returns!” Be VERY careful doing business with Mattress Firm.

7 years ago

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Robert Tino Lakeland, FL

matress firm did not honor the price match guarantee,I brought in a guote from amazon,and they played word games with me,stating that because it was sold with no guarantee, they would't match the price, even though it was a new matress!

7 years ago