Mattress Firm Overview
Mattress Firm has a 1.8-star rating, derived from feedback provided by 1400 customers. In the Bed and Bath category, it secures the 2th position out of 195 companies.
Rating
Contact Information
Website
www.mattressfirm.com
Phone
(866) 942-3551
10201 S. Main St., Houston, Texas, 77025, United States
Mattress Firm Reviews
Anonim
Bad Mattress
I purchased a new mattress from Mattress Frim approximately 2 years ago and I didn't have it for a year when I noticed how lumpy it was getting. High and low parts throughout. I called the store and they told me I don't have a warranty because I didn't but the box spring there. They never told me that. Now I am stuck with.
Jennifer
Did not receive mattress
Tracking#514669****51 Was told I would receive by end of day, it's 8:43pm. I am in bad pain. At 9am tracking mattress was 1/2 way @8:43pm it says mattress is still at same point(1/2way).
Timothy
Complaint
Reading yoir reviews. Many others with the same issue as myself. Horrendous customer service. Obviously, Mattress Firm does not care that i spent my hard earned money at their location. They are willing to let a customer be unhappy with the Mattress Firm experince. I am old school. Maybe true customer service is a thing of the past.
Anonim
Will not do returns on bed base.
We purchased mattress and bed base combo on 120 day trial. Company would only return mattress and not the bed base. We paid $2450 for combo and they thought returning and refunding half was a good compromise. We would expect to pay a restocking fee to return the base, but they won't do it, citing it's policy and no room in there warehouse. I would not buy anything I couldn't return.
MARIA
POOR CUSTOMER SERVICE .
I JUST SPENT 4299.00 ON A MATTRESS WHERE UPON DELIVERY MATTRESS AND BED FRAME WAS DAMAGED AND USED . WAS TOLD THEY WILL REPLACE IT AND WILL CALL ME BACK FOR AN APPOINTMENT TO EXCHANGE DAMAGED MATTRESS AND FRAME . THEY DID NOT CALL JUST SHOWED UP AT MY DOOR WHEN NO ONE WAS HOME . LUCKY MY WIFE WAS NEAR BY TO LET THEM IN. THEN AFTER DELIVERY I ASKED FOR MY RECEIPT WAS TOLD BY DELIVERY MAN THEY WILL EMAIL TO ME . I WAITED FOR DAYS TO FIND OUT THE RECEIPT THEY EMAILED ME HAD NO PRICE NEXT TO THE PRODUCTS I PURHASE . CALLED THE STORE TO TALK TO MISS HELENE TO GET THE RECEIPT SO I CAN COMPARE WHAT SHE CHARGED ME TO WHAT THE CREDIT CARD WAS CHARGING ME AND WAS TOLD THAT SHE GAVE IT TO ME SO I DISAGREED WITH HER AND SHE HUNG UP ON ME . NEXT DAY I CALLED CUSTOMER SERVICE WAS GIVING A CASE NUMBER AND WAS TOLD THE DISTRICT MANAGER WILL CALL ME IN 3 DAYS WHERE MR RAYMOND DID NOT CALL BACK. THEN I CALLED CUSTOMER SERVICE AGAIN WAS TOLD THAT MR RAYMOND TOLD CUSTOMER SERVICE I THREATEN HIM WHEN I NEVER HAD A CONVERSATION WITH HIM . THEN CUSTOMER SERVICE TOLD ME THEY ONLY DO ON LINE ORDERS AN CAN NOT HELP ME . I ASKED CUSTOMER SERVICE WHO CAN HELP ME THEY SAID MR RAYMOND WITCH LIED ABOUT TALKING TO ME AND SAID HE WILL NOT HELP ME. NOW I HAVE ISSUES WITH MY NEW MATTRESS AND I HAVEN'T MADE MY FIRST PAYMENT AND IAM BEING TOLD TO BASICALLY IAM STUCK WITH IT AND IAM BEING OVER CHARGED FOR MY PURCHASE . WILL BE CALLING BETTER BUSINESS BUREAU TO SEE IF THEY CAN HELP ME . MY CASE NUMBER IS 0418****.
Jennifer
Unsatisfied
Original review Jun 25, 2023
I tried 3 different mattresses and nothing worked I dont mind having to pay re stocking fees but what bothers me is having to keep the base I was never told that I couldnt return it so now Im stuck with a $600 base that is no good and now it has started making a noise when I put it up or down I would love for this company to make it right and take it back and give me credit for it please help me and make this right.Only had the base for a few months
Joseph
Customer complaint
We bought a mattress on June 18th. We were told to come pick up the mattress on June 25th. We called the warehouse at 4331 Lawehana street and spoke with Umu the manager in site. She was very rude and stated they do not have the mattress and was speaking to us as if we inconvenienced her. We paid in full for a mattress we can not get
Anonim
Report a stain on a new mattress
My first purchase was a firm mattress that came with a stain, was a 8.5 inch mattress, they did the report everything was ok with the change but I could feel the springs, upgraded the mattress to 9.5 payed difference but its way to firm, feels like sleeping on the floor, called the next day to change the one I have now for a medium mattress I have to pay a fee to change that really uncomfortable mattress and also pay the difference on the mattresses, what I find ok, but I bought the mattress with a special for memorial day, the total will come out $300.
Anonim
Delivery never called and didn't show
Nobody called like I was told to give me a time for delivery. I tried to call in but the AI kept hanging up. I chatted in and was told it would deliver 445 to 645 and I could track it online the next morning. It still shows preparing the next morning so I try to call in and get AI who gives me fed ex tracking for a pillow and not the mattress that was to deliver. So I chat in again and am told the mattress will not be delivered and they have to reschedule delivery. However, NOBODY contacted me at all to tell me delivery "updated" and the mattress will not arrive when I was told it would arrive now.
John
*** Customer Service along with all other services
Ordered a mattress over a month ago the salesman entered the wrong city so of course that was my fault still no mattress dont deal with this company ever
Anonim
Deceptive salesman
I went to Mattress Firm Southwest side of Houston about (3) weeks ago, the mattress was the wrong inches and it was Plush instead of Firm when delivered.. I called and complained about it to the store manager ask me to come in to pick another one out..I was text a few days later by the manager it was a defect in the one I picked wasn't going to sale it to me like that..he ended up suggesting another one to be delivered to me a few days later..I taken off from work to meet me at my house on last Wednesday, it was 2 guys came that morning about 10:30am to my house, one of them came in saw that I had exterminated my box spring for bugs, remind you the previous mattress I was sending back, I had it already off the back to the side before I exterminate, that one smart talking guy said we will not be leaving the new mattress because you might decide you want to bring it back_ just because I had exterminate my box spring, that surely wasn't his call to do that and the stupid guy didn't take back the previous mattress either. This company taken me through to many changes, for REAL! They don't ever have to worry about my business ever again in LIFE! They know those guys were wrong for that type of Behavior_ now they keep trying to contact me for the business Its No need To, Don't Play with me and My Special Time at All, MATTRESS FIRM
Anonim
Mattress sagging and I reached out for the warranty and Igor the run around!
After reaching out to the warranty department, which was one of the reasons I purchased the mattress. I scheduled a video meeting because there was no local parties that could come out to my home! No one ever responded after taking off work! I was told to reschedule again as if I can afford to keep missing work! I could just go somewhere else and purchase one if Im gonna miss work! Smh
Andy
Delivery Claim SO00418**** - Case# 0413****
Mattress Firm has been aware of the situation for over two months and the moving company they used for my delivery that ran over my basketball systems that cost over $2,000 and both mattress and the sorry delivery company both assured me that it would be replaced.I have been lied to by Jermiah with this Christian Brothers Moving. I have all the emails from Jermiah claiming it was ordered and would be delivered between different dates and it never showed up and since he will not respond for over 3 weeks. I've emailed Tyler and the moving company with no response, I ve left 4 or 5 messages for Tyler at the knoxville store and an employee named Jordan confirmed with me 3 different days that he texted Tyler and he would be contacting me but again no one ever calls me. I had a great experience with dealing with Tyler and Zara. She has tried to get the moving company to make it right but remember she is only a sales consultant and her word only goes so far. All I am asking is someone give a crap that this is made right that has the ability to do so. And the way Christian Brothers moving handles Mattress Firm's customers when their drivers runs all over a $2,000 dollars basketball system to the point it shears it into half way up the post is not a good reflection on Mattress Firm. I contacted mattress firm corporate office and received an email from Sam H stating someone would contact me within two days and two days came and went with no one calling me.
Jael
Resolved: -1 salesmen deceived me lied and never told me anything about selling me a used mattress
Updated by user Jan 17, 2023
Company fixed the issue and I have been provided with partial refund.
Original review Jan 15, 2023
I need to talk to a corporate official about a very concerning situation my number 917-569-**** Ive been trying to contact you by phone with no avail please give me your time so can tell you what is going on.
Richard
Bait and Switch After Sale. Refund unsuccessful. Letter sent! Calls rejected or ignored.
After numerous online "CHATS" I sent a formal letter to to a person I was referred to. No response from her or other people/Sales reps I have dealt with... Began in August 2022. Here is my letter... Good day Ms Gonzalez, I truly hope this email finds you well and that you will take the time to read this completely. Let me wish you and yours a wonderful holiday season. Here goes... Last August19, 2022 my wife and I were attending the Ada County Fair where we ran across Mattress Firm's display of Massage chairs and bedding. I took the opportunity to sample one of the chairs where I fell in love with that model and we chose to purchase that demo chair. Johnathan Harper was wonderful to work with and provided a pretty good deal. Not a great deal but one which was hard to pass up. While at the chair display we also checked out some beds with adjustable bases because I have been having back problems and my wife has Apnea. John Martin became our sales rep. He showed us the Nightfall 16"Luxury Plus Mattress. The mattress felt wonderful and he demonstrated the adjustable base to see how that felt. We talked about making a purchase and he provided me with prices which seemed pretty good. Keep in mind we were replacing a very high end Stearns-Foster mattress and foundation. He presented us with a price of $6199.99 for the King mattress but would lower the price to $5299.99 for the Fair Event. He also offered a model 300 adjustable base in King size for $1349.99 but a Fair Event price of $1,100.00 and FREE Platinum delivery. That really sounded good to us. We signed the contract. After walking away feeling excited my cell phone rang and it was Johnathan asking if we were still at the Fair could we swing by and provide some additional signings. No problem for us and we did so. We were shown where to put our initials on the contracts. We were never asked or shown the fine print. We were assured that if there were any problems whatsoever there would be no problem returning the units but we were made aware the chair was not returnable. No questions asked. Those were his words. Nothing whatsoever was ever mentioned about a delivery fee for items to be picked up nor any sort of restocking or exchange fees. In fact we both remember him telling us that we had a full 120 nights to decide if the bed was right for us. We jumped at the offer. Later that evening I decided to check out some reviews online. To my surprise the Model 300 had pretty poor reviews. I checked into other bases and found the best possible base which was the TEMPUR-Ergo in King. Pretty good reviews. I called John and explained that I wished to make an upgrade to the purchase and that I would pay the difference for the higher cost base which was $2649.00 at the time. John told me that he would make the change and to not worry about the difference in cost. I challenged him on that and told him I would report in person to make sure the contracts were in order and to provide a check for any difference. He was prepared for my arrival at 10:00 AM the next day. He gave me a new contract and showed me the bottom line which was the same sale price as before. He did not show me anything else. Moving forward to Sept 2 we never did get our delivery as promised. We finally received a call from the husband of the man/wife delivery team later the next day on Saturday and it was their last stop around 7:00 PM. This tied us both up for the entire day. The team brought in the base and set it up and proceeded to scratch our footboard in a couple of places. And I mean deep scratches! The lady could barely handle the mattress. They moved our Stearns-Foster and bases to one of our spare bedrooms and I am glad we didn't allow them to take away our bed. They brought in the new Nightfall mattress and set it up. We took care of making up the bed. The team then proceeded to bring in the chair. This was a real challenge for both of them as they admitted they did not know how to disassemble or put together the chair and the chair was not wrapped or protected in any way on the delivery truck. Later my wife and I were able to use a four wheeled cart to move the chair into the office. So much for Platinum Service. So time went on as does this letter... Sorry but important stuff is coming up... Wife and I slept on the mattress/base for 25 nights. We found ourselves using the head up and/or foot up let alone the vibrating feature and night lights less and less. The more nights that went by the less we liked the bed. We discussed and chose to contact Mattress Firm for a return because the mattress that was delivered sure didn't feel as comfy as the one we tried at the Fair. The only way to reach out to Mattress Firm was through the website CHAT. I hate chats!! I answered the automated questions to finally get routed to a live person. This was Sept. 27th at about 3:12 pm. I saved the scripts of the various chats. The person who joined me on the chat was Crystal, who determined that I needed to be transferred to another team. Kyle joined that chat and took over. I confirmed who I was for security. My order was SO00268****. He brought up my order and informed me of the 20% restocking fee plus a delivery fee of $99.99. I challenged this and explained I had not been informed and was assured no charges. I insisted on a full refund. He told me in the chat that I would be allowed the refund of the purchase price less the fees. I provided the price paid for the mattress and Kyle then gave me the BIG surprise that "No, you paid $4100 not $5299.99". I came unglued. Luckily I still have the original AND the MODIFIED bill of sale where the sale price had been changed. John did me a Bait and Switch without my knowledge. This explained just how John said not to worry about the change in bases. So not only do I not get a full refund but the fees are based on a mattress that costs a bunch less and to make matters even worse a base that is non-returnable. So all I was going to get back was $3745.02 vs the $6783.99. That is a huge difference. I was then told by Kyle a check would be issued by Synchrony but if my payment had been paid online the same method would be used to return funds to my bank. The mattress was picked up on 10/1 quite late that day, 8:00PM or so and the new return order was now SO00311****. So time went on and on Oct 21 I contacted MF again (by chat) and reached Loyd-ann. I explain why I reached out again. Using the same method wondering where my money was. He/she assured me the refund had been processed. I was informed Mattress Firm had processed the refund and for me to contact Synchrony. I did so and they had no record of any refund being processed and to contact MF. Loyd-ann informed me my refund had been processed on 10/17. It is now Nov 4 and I contacted MF again after finding no refund at Synchrony. I reached Klondie where I asked for an escalation of my refund. She told me the refund had been processed on 9/27 and to allow up to 2 billing cycles. Gees! Klondie opened a case #0394****. I was told someone would contact me by email. No contact ever came. I informed Klondie I was leaving for Brazil in 10 days and would love to put this to rest. She understood and was cordial in the chat. Now it is Nov 9 and still nothing. I reached out on the CHAT again to Tony. Provided him the case number and asked about my refund. I was told by a previous person that Mgt was supposed to have reached out to the accounting dept. I typed in the whole story again and told Tony I had hoped to resolve it because I was going to be in Brazil for a month. I am pretty sure it was Nov 9th I received a phone call from a nice lady named Henrietta who informed me she was a manager in the accounting dept at Mattress firm. I explained how nice it was to FINALLY hear from someone LIVE and in person. She told me why she was calling and sincerely apologized for the mess and that my refund had indeed been processed but had never been transmitted to Synchrony. This phone call was the first and only positive experience I have had with MF or Synchrony. By the way... When I signed the contracts for the chair and bed I NEVER asked to be signed up for a CREDIT CARD with a 29.9% interest rate. The inquiry to my credit status cost me 20 points on my score. That pissed me off. I have yet to activate that card and if I close that account I'll get dinged again. So anyway, my wife and I departed for Brazil and still had no refund in the Synchrony account. I did take my laptop along where I could check my account and after about 8 or 9 days I finally saw the credit of $3745.02. After another week or so I saw zero balance again and all I could do was hope the check would be in the huge stack of mail. Upon returning home on Dec 16 the check was here. I have deposited that check. So again, I apologize for the lengthy story but you needed to know my side and why I am reaching out to you. After numerous visits to stores a really nice man handed me your name and email. I could not write to you until I returned home to Idaho and had my notes in hand. For good and honest reasons I ask that I receive a full refund of my purchase without any fees and that the base (which I can do nothing with) be picked up and returned without any delivery fees. It is brand new without any damage. I am thoroughly happy with the massage chair but have been deceived by your sales rep on the bed. I went around from store to store in this area asking how to reach someone with authority that might be willing to resolve this issue and provide my refund. Being retired I don't have a lot of money to throw away like this. I am asking for a full refund and that the base be returned to MF.
Elizabeth
Multiple Unsolved Issues with Purchase from Local Store
On 08/12/2022 I made a $6,579.39 purchase from my local Mattress Firm store. Items recommended to purchase, in order to save some money, were clearance items. It was disclosed at the time of purchase that clearance items were final sales and not returnable. Items were to be delivered the following day. Early morning the next day I contacted the store to request a cancelation for the delivery as I was not comfortable accepting a bed that could potentially not be of my sleep comfort and if I faced any problems I wasn't going to be able to return/exchange. The store manage who I spoke with offered me 30 days to return items if they didn't work for me. After a few days of not being able to sleep well on my new mattress I contacted the store manager again to explain the problems I was having, he asked to allow at least two weeks in order to "break the bed" and my body to get used to it, it was even suggested to "walk on the bed", after attempted all recommended options it was still very difficult to adjust. I went back to the store and requested a return. All I wanted was a mattress similar to what I had before this purchase, I had a very good mattress to my sleep comfort but it was a queen size and now I needed a king size which prompted me to make this purchase. At that time I was informed that the exchange had to be for a mattress of equal value, no less, and that the adjustable bed was not returnable. I was disappointed because during the time in which I had tried to adjust to the new bed I invested more money with Mattress Firm and I bought a new mattress for my daughter and a king size bed, but none of this was taken into account and the mattress I was requesting to get was not considered for the exchange. My wishes to have a platform bed with storage drawers were crushed the moment they refused to take back the adjustable base. The store manager did not specify that the base was not returnable, as a customer when I was offered 30-days I think the most logical way to think it's that both mattress and base have 30 days not just the mattress, because what am I to do with a base without a mattress? I ended up switching the original mattress that had been purchased for the one that was recommended, not the one I wanted, but I was given no other choice. Mattress Firm delivered the bed via FedEx, the bed was left outside when no one was home on a rainy day, by the time I got to it the box was damaged as well as the bed inside. Mattress Firm arranged for this to be picked up and a new one sent. Two Mattress Firm employees came to installed the bed on a separate day, this experience alone brought me to tears when these two men initially refused to put the bed together and when they did it was poorly attached (I have pictures of these). During the entire time they both worked on the installation of the bed they complained out loud, even saying that it was not possible to install that bed with the type of adjustable base I had. I had to point out where the screws needed to go in order to have the bed sides go around the base and attached to the foot and head of the bed. Their behavior was unprofessional and the job was poor. Fast forward to most recently, on Monday Oct. 24th, a loud noise woke me up at 3am, the base developed a very loud noise only while being plugged to the electric power outlet, but nothing that required power was being used (ie massage feature) that could be causing the loud noise. In order to make this noise stop I had to unplug the bed. For which I also have videos that I can provide. Once again, I contacted the store manager and presented the problem. He offered to have the adjustable base replaced with a similar item (Mattress Firm 600 Adjustable base 131970P). Not thinking about it twice, as I just wanted to get this whole purchase nightmare done and over with, I agreed to the exchange. The new base, yet different from the original one that had been purchased, was delivered on Friday Oct. 28th, The 1st thing I noticed was that the remote that was delivered was not the same one that was listed on the Mattress Firm's website description for this item, but it looked nice and I didn't think about it much until it was night time and I needed to use it. This remote was not at all user friendly, the back light doesn't stay on long enough for me to see the buttons in the middle of the night and choose the feature I need. By the time I get to push any button I end up pushing the wrong button (due to the short/less than 1 sec lasting time that the backlight remains on) messing up the position that I had set up. Unfortunately, the remote has a flat surface that makes it look elegant, yet inconvenient to use because I can't feel for the buttons either and without back light it's impossible to use. Additionally, when using the massage feature of the base the noise is extremely loud when compared to the previous based I had from Aug. to Oct. Lastly, the massages don't last nearly as long as my previous base, and in order to find the right buttons to start the massage again is a long tedious process. Although I noticed this the very first night of using this base, I still waited to reach out to the store manager, yet again, hoping that I could adapt and get used to the loud noise of the base, as well as figuring to use the remote. I don't believe it is ok for me, or any customer, to have to invest as much as these products cost to have to deal with the inconvenience and aggravation. I contacted the store manager this morning and provided a detailed description of the problems I'm having with this base that was sent home. He responded that he's already gone above and beyond to help me and that at this time there isn't much of anything else he can do for me. I hope we can work together in finding a resolution to this problem.