Back To Bed

JD 

on BBB

5 years ago

i HAVE NOW SPENT A GOOD 45 MINUTES TRYING TO GET A HUMAN BEING TO ANSWER A SIMPLE QUESTION ABOUT MY WARRANTY. NO ANSWER ON THE WARRANTY LINES, BUT NO SURPRISE THE SALES LINES ANSWER WITHIN SECONDS BUT THEY CAN'T HELP YOU CONTACT ANYONE IN WARRANTY OR PASS YOU TO A SUPERVISOR. ALL I'M TRYING TO DO IS FIGURE OUT MY WARRANTY LIMITATIONS. JDIAZ 

J. T. 

on BBB

5 years ago

This company went bankrupt last year and now they refuse to honor legitimate warranty claims. They insist you have to pay $79 for a "3rd party" inspector to come out and inspect your mattress. This is just another scam to milk more money from you. They inevitably declare the warranty is void because of some bogus reason. The mattress I bought less than 2 years ago developed lumps and the coils protrude. Nevertheless their inspector "Clark" in New York City declared that the warranty was voided. They didn't even bother to giv... read more

Pam R 

on BBB

5 years ago

I called to a minimum of four customer service numbers as well as their corporate office and never got a human being to talk to. I even left a message on the corporate phone number and never got a return call. I would like to talk to someone, a human being, before my warranty is up (120 days).. this is 2nd mattress received (they break down) and I’ve never paid so much for a bed that is so bad before. If you say you have customer service you should have it?? I don’t want to speak to the store - I want customer service!!! As ... read more

Deonte N 

on BBB

5 years ago

Astonishingly terrible service. On August 12, 2019, I purchased a 10” Tulo, Medium, mattress. The sales representative Leonard ****(Assistant Manager *******, 1525 East 87th Street Chicago, IL. 60619) was extremely helpful the day of purchase. Courtesy and prompt. However on August 15, 2019, the day I was informed my mattress would be delivered. August 15th comes and I haven’t heard from Mattress Firm in regards to my delivery, so I decide to call early afternoon to inquire of my delivery. I was informed by “the only employe... read more

Jonathan C 

on BBB

6 years ago

I ordered a blanket, which I'm sure isn't the most typical order for Mattress Firm. Still, it went well. Free 2-business day shipping with ***. Better than ******. 

Debi M 

on BBB

6 years ago

I purchased a new mattress here two years ago and was promised it was warrantied for 10 years. Two years in you can't even sleep on the mattress without neck, shoulder and back pain. They finally agreed to warranty but are making me pay delivery charges. Thats just ****! Why should I have to pay for their ******product to be delivered? 

Elaine G 

on BBB

6 years ago

My experience with Mattress Firm was amazing... They asked me questions and actually listened to my concerns. I got the most comfortable mattress and adjustable base that I have ever had in my life. I will be recommending Mattress Firm to everyone I know! Keep up the amazing work guys! 

Joseph C 

on BBB

6 years ago

VERY DISSATISFIED! I have had 3 bad (Very Negative) experiences with this company 1 . I was sold a mattress that was defective a 3 inch dip within 1 year although I turned the mattress every 6 months, they ended up denying my claim even after receiving photos. 2. they wanted too overcharge me for the new mattress they were trying to sell me, i checked with two of their other stores, I did not tell the two other stores about the defective mattress and their prices were hundreds of dollars LESS for the same products and they g... read more

Christina C 

on BBB

6 years ago

I bought a mattress from Mattress Firm (2 twin XL to be accurate) and spent $3300.00. Both mattresses are defective and you can feel coils when you lay on it, move, etc. I have had numerous back problems, been to urgent care for x-rays, etc. but it all boils down to a poor mattress and therefore poor sleep with tossing and turning. I filed a warranty claim but because it's not sagging there supposedly is nothing they can do. The manager at the store we bought it from told us they stood behind their product, sold to us the fa... read more