We ordered a Mattress, a 5" box springs, 2 Memory foam pillows online. Mattress Firm has ZERO online Customer Service. We ordered 2 more Malouf Queen Size pillows after our 1st order was complete. Mattress Firm then had a "special" on the Malouf pillows and they were BOGO online when you entered their special code. We entered all the information required online to complete the order and we were only shipped 1 Malouf Pillow. We have a Case#, an Order# and we are unable to get our 2nd (Bogo- Free) pillow shipped to us. After spending almost $1200+ on all the bedding and accessories we are now stuck with only 1 Malouf pillow. The customer service line is useless, we only go in circles and are unable to speak to a human. I called a Mattress Firm store locally and they are unable to help us get another Malouf pillow unless I purchase full price for it, although we qualified for the FREE Malouf pillow and we have all the information including the code to get the free Malouf pillow. I will NEVER purchase another thing from Mattress Firm due to their lack of customer service. The Mattress Firm stores are unable to help us because we ordered online with a WEB Order#, we have a Case# and we were promised a call back from Mattress Firm and never received one. You can only CHAT with Customer Service when they have a customer service agent available and in the last two weeks they have not had any customer service reps available except one, one time!!!!! Eptic failure for Mattress Firm. I will never recommend Mattress Firm to friends, Family nor will we EVER purchase from Mattress Firm again. Mattress Firm took advantage of us via the Internet Sales speil. I am reporting this to EVERY REVIEW SIGHT online. Complete SCAM. Stores cannot help us and ZERO CUSTOMER ONLINE SERVICE. Last but not least upon taking the plastic off of our mattress there was a 1/4" whole in the mattress. My husband did not I want the delivery people in the house because of covid-19 so we brought it in ourselves and that's when we noticed the hole in the mattress. We are unable to report that issue either because of NO CUSTOMER SERVICE. WE ORDERED EVERYTHING ONLINE. HUGE MISTAKE.