“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”
