Back To Bed

Jeffery C 

on BBB

6 years ago

We purchased a mattress from Mattress Firm at the VOA location in West Chester Ohio. Within 30 days, the mattress started dipping with a hump in the middle. We called MF and they honored their agreement and replaced it. Within 3-4 months the replacement started dipping, but we tried to deal with it hoping it wouldn't get worse. After 6 months we gave up and felt it was unfair that we spent almost $1,000 for a mattress that looked bad and was difficult to sleep on. So I called MF in West Chester and explained my compliant to ... read more

Michelle G 

on BBB

6 years ago

I purchased a King sized Mattress and Box spring in 2017. within a 1 year the mattress started to sag in the middle. I took pictures and the store said you must file with the manufacturer. I did. They would not except out pictures, they wanted 80.00 to take their own pictures to determine if there was any fault. I was not paying anymore money after I paid over $1700.00 for a mattress that lasted only 1 year. We ended up having to purchase a new mattress and dispose of this one . 

Patti E 

on BBB

6 years ago

Sales Manager having to reprint our paperwork 4 times due to her typos should have been my clue to leave and do not look back. But no, I stayed and made a purchase. Delivery of product was Worst Experience Ever (3 attempts - only 2 were actually scheduled, she forgot to tell me the 3rd one had to be rescheduled - I only sat at home a whole day waiting on them) - and I still don't know what brand of adjustable base is under my mattress, (never got paperwork from the delivery guys who couldn't communicate with me)! Stress has ... read more

MARIA ANNE P 

on BBB

6 years ago

DO NOT BUY FROM HERE! They sold me a Tempur-Pedic mattress at a clearance price and assured me that the only negative was the fact my warranty was 10 years instead of 25 years. Well, 3 years later the bed is breaking down and Tempur wants me to pay the difference between what Tempur was selling the beds for and what Mattress Firm sold it to me for, which is $1800. I think Mattress Firm needs to step up and take some responsibility for that. I asked them to pay half of it or give me back the $2500 I paid them and I will go bu... read more

MARGARET J 

on BBB

6 years ago

We're a 73 year old couple whose children were horrified that our mattress was 25 years old and convinced us to buy a new one!! Big mistake, especially because we purchased it at Mattress Firm. I've been trying to get Mattress Firm to live up to their warranty for over two months to no avail. They make it very difficult to submit a claim and suggest you use a "third party" to take pictures and fill out the claim. This service costs $79.00. We also had the option of taking our own pictures and filling out the claim ourselves.... read more

Andy K 

on BBB

6 years ago

We were told we could have the mattress for up to 90 days and switch it out to a different model if we were not happy with it. We came back to the store and requested that this happen. We picked out a different model and paid the difference as well as an additional shipping fee. When the delivery came, they refused to take back the original mattress. We filed a dispute with our credit card company. The store employees were not truthful regarding the status of their company, which is in bankruptcy. 

Natalia Brothers 

on BBB

6 years ago

Brought a crib for my son. The crib came separate from the mattress which I paid and extra $100 for no shipping information was sent regarding when it will come I was under the impression it would come with the crib. Contacted cx service was literally on hold for an hour waiting to get someone to answer just for them to tell me I will be emailed the tracking number 24-48 hours which I still haven’t received. There is no number to call to speak to someone who is genuinely concerned. And now my newborn is without a mattress wh... read more

marc b 

on BBB

6 years ago

They delivered mattresses to my home.....sloppy delivery scratched wooden floors. They acknowledged that they scratched the floors- then Mattress Firm turned my "case" over to an independent subdistributor, who then turned my case over to the delivery company that actually delivered the mattresses. Hard to follow...I know....bottom line they are VERY HARD to deal with and would NEVER order from them again. I now use SAATVA, who did a great job on delivery and install. Don't order from Mattress Firm!!! 

Lynn R 

on BBB

6 years ago

Folllwed Mattress firm warranty procecure for our sagging 3 year old i-comfort mattress by submitting 8 pictures. Waited 2 weeks and finally called them and Customer Service said to take another picture with a different device and submit to her customer service personal email. Tried several times to send but the email never went through, so called again and the 2nd customer service perso said to send to his email which did not work. I decided that all this happened during them filing their bankruptcy, so very disappointed th... read more