Back To Bed

ALLEN W. 

on BBB

8 years ago

I purchased a ***** mattress from Mattress Firm In Bethlehem GA in 2012. I was told they had the best warranty available. After 2 years having the mattress it was dipping more then 2 inches. We called and got the run around left messages with no return calls. After getting mad and demanding supervisors we finally got to somebody that explained we had to pay 60 dollars for a inspector to come look and if it was a warrant able item we have to pay 100 for delivery. This is not the warranty we were told we had. We fought with th... read more

Melvyn T. 

on BBB

8 years ago

I concur with other comments regarding customer service and lack of responsiveness. Local store reps try but are frustrated by the corporate structure and their powerlessness. I don't know how they stay in business. Cancelled Delivery without notification. Than refused to deliver at the requested time the following day. Store staff are prohibited from giving the District Managers contact info and they refused to speak with us directly 

John A. 

on BBB

8 years ago

Re Mattress Firm store in Euless, TX: After an excellent in-store experience, the true nature of Mattress Firm comes through on it horrendous customer service. We purchased a mattress and box and part of the commitment of the sales person was the removal of the current futon. When the delivery team got to our location, they first said the box spring would not fit up the stairs (it did), then they said they would not take the futon as promised - after reiterating the promise by the sales person, they agreed to take the futon ... read more

sandi w. 

on BBB

8 years ago

I purchased my ***** ******* ******* I series from ******* in good faith in June of 2014. 4m onths later, I called and they sent an inspector.. sagging was 1/2" on left side and 5/8" on the right side. They replaced the mattress for $150 fee! it is now May of 2017 and the mattress has developed a vertical indentation across the middle of the right side. Right across where your back would sit. It feels very soft in that area to the touch as if the coils broke. ******* or Matress Firm as it is now called, wants to charge $40 f... read more

Dennis 

on BBB

8 years ago

This company has the worst customer service system I have experienced. Their telephone prompt system essentially is a circular process when dealing with the delivery phase of a purchase. When we placed our order their computer set up did not allow a delivery date more than some thing like 30 days. The sales person entered a temporary date to complete purchase transaction. Even though changed date later we got a delivery notice for the wrong (the temporary/fake date). When making purchase in the store, the printer did not wor... read more

AmMB 

on BBB

8 years ago

Mattress Firm Tempe We purchased a ***** ** ********** * mattress from this store and was told that since it was a floor model it was at most 8-10 weeks old with no warranty. It is a 20 warranty mattress.With in the first 2 months it was already getting caves where we slept with a ridge down the middle. At 6 months this mattress is very uncomfortable. Feeling totally taken advantage of by this company's line of salesmenship. After review other people's review I have found that "floor models" can actually be mattresses that h... read more

Jesse L. 

on BBB

8 years ago

In 2011, my wife and I purchased an expensive mattress and box spring set from ********, which includes a 25-year warranty. Recently, one of the two box springs that came with the set has begun squeaking pretty loudly. I contacted Mattress Firm, who now owns ****** products since they went out of business and honors their warranties. ******** provided its customers with free in-home inspection of warranty-related issues and free shipping if replacing a warranty item only. However, Mattress Firm would not honor this agreement... read more

wendy m. 

on BBB

8 years ago

I recently made a purchase at mattress firm, I needed to change my order prior to delivery and processing of the order. They had already charged my credit card. I am owed a refund, you can't reach anyone beyond the local store. The local store states they can't do anything they filed the refund. Requested accounting contact or corporate number to speak with someone. They say they can't provide that. Just wait. I asked turn around time for a refund they said immediate. Its going on 3 weeks no updates, no refund.... 

Rosi F. Hernandez 

on BBB

8 years ago

After we purchased a faulty ***** mattress 18 months ago, which was originally replaced after 30+days the first time, Mattress Firm sent an inspector to take measurements and decided that it was "normal body impressions" and that the warranty will not be applied in this matter. In other words, the lifespan of their mattresses is less than 2 years... This is not acceptable.