“You are told they have 'free delivery' throughout the sale. Then, after paying for your mattress, they ask you if their "doorstep delivery" is, OK?" That means they put it on your step and leave. I said "No, I need it taken upstairs to my bedroom. My wife and I are 73 years old; how would we get it upstairs?" They said they would carry it upstairs for $99.00, and then they ring that sale up after the mattress has been paid for.
That's how they get another $100.00 sale.
Very misleading.”
“Hi friends, be aware that the mattress firm is a shady company. here is my story, I bought a new mattress, and it was delivered with plastic covering the whole mattress, when I took off that plastic, I realized that there was a dip in the middle, which means that the mattress was not new, so I called mattress firm for a pickup and a refund, they told me there would be a 99$ pick up fee. + 99$ restocking fee, now here comes the kicker besides the obvious, at the feet of the mattress there's an additional foot of plastic with plastic attachments, that covers that part, and I thought that was meant for when dragging the feet part of the mattress it wouldn't get dirty, anyway when picked up, the co. took that part off supposedly for inspections, and lo and behold I found out that underneath that foot of plastic, there was a cut, they refused to pick it up, and I never received a refund, people DO NOT BUY FROM THIS CO.”
“I'm a 65 year old disabled woman and almost 2 years ago my daughter and her husband were nice enough to buy me a bed that helps my pain bc the legs and head go up/down and I sleep better. We decided on Matress Firm, but i did do it online.....Few weeks ago my bed was too close to the wall so my friend came over to pull it back a little bit. At that moment the head part of the bed fell, 2 of the legs just broke off and now there all off, the screws broke in the frame...I just went thru throat cancer and have lost my voice, totally so my very helpful son in law, who is over 2,000 miles away from me, but he called them and he sent pics of the legs, but they wanted pics of where the legs were which is under the bed on the floor. The lady he talked to said I need to.pick it up and take pics...after 2 bouts with cancer and multitude of other issues I'm very weak. Well they left it at that, but then called him back to tell him they don't cover the legs!!! I wish I would have checked their reviews...don't waste your money here. They say they take care of everything, because
honor their warranty they call it hassle free. He spoke to Sarahi Dominguez and she wasn't helpful at all. We have 2 year warranty, and a 5 year warranty on parts, you tell them what you need and they sent to you...I know it's a different company that handles frames, but I bought it from them. I will be reporting this to BBB, consumer affairs, disability. Bc I believe they are telling me have to do these things after I told them I am disabled and I have no one that helps me do things..don't trust this company, they DO NOT keep their word, they take advantage of people.
Trying to send pics but there's a problem with yours or mine!”
“Your current (2024) ad campaign that applauds disgusting and obnoxious behavior (smelly feet, mascot tackle, driving in an emergency lane) is appalling and bad form. You all should be ashamed of yourselves. You should stop this ad campaign immediately. This is very do bad get away with it. Do you really want to perpetuate that mindset?”
“I haven't had a complaint I was treated very professional by the young lady name Gigi...She was very knowledgeable and helpful...patience,courteous, respectful enjoyed doing buisness with her. I felt very comfortable speaking to her..”
“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.”
“BEWARE!!!!
On May 14, 20 Hi everyone I have had the very same experience with Mattress Firm I ordered 2xl mattress and 2Xl adjusting base when they came to deliver the mattress were 4 inches to short so we did not except the items still waiting on refund even though they say you won’t be charged until items are delivered, this order was canceled so I went back on to Mattressfirm I thought I would give them a second chance that was a mistake
On May 14
So I went on several days later and ordered 2XL twin mattress and 2 XL adjustable bases I pay for them with a completely different credit card again it says on their site will not charge credit card until after items are delivered I get a notice that my items are to be delivered on 06/09/20 and that I would get a call before and email,with delivery date I haven’t received a call so I went on line to track my delivery it says it is to be delivered by 6pm on 06/09/20 but because I haven’t received any information to confirm this information I called their Queen Creek,Az store and to my surprise I’m told that my order has been canceled I have no idea why or who canceled and my credit card has been charged She tells me that she is the manager but can’t help me REALLY I all their corporate office and can’t get any one to return a call as before it is a phone maze telling you to fill out information online and they will get back to you with in 24 hours yeah right I would suggest that every one with the issues contact your Attorneys General Office as I’m doing one reason the false advertising bate and switch cause when I went back on their site the prices changed from their advertise prize on line when I got to the box to pay for everything another reason is their breach of contract saying they will not charge your credit card until you have received your items. I guess I should look at this in a positive way I’m not going to have to deal with a bad mattress and their warranty issues you know if you already having problems before you even get the items you have paid for LOOK OUT YOUR GOING TO HAVE MAJOR PROBLEMS IM going to every site I can to do a review of this company and paste this issue so no one can be ripped off thank you”
“It took me six months of research to weigh all the mattress options out there, and I
came to a decision finally at the Mattress Firm near me in Lynbrook, NY. The deciding
factor was the immensely helpful salesperson, Sandra Kinsey, whose knowledge and
patience gave me the confidence to make the purchase. I love my new bed and I'm
grateful to Sandra for that!”
“We were looking for a not too soft and not too firm mattress for our brother, and the sales lady, Angela, at the Clinton, Md. store, was so very helpful in asking the right questions to help myself and my sister pickout and purchase the right mattress for our brother, who is appsolutely satisfied with it. Thanks so much Angela for all of your help!”
“We neede a new mattress and when my husband and I went in to the shop, they were so helpful. We did buy a new mattress and box spring. We love it and I would recommend them to anyone.”
