Business ProfileforMattress Firm (Corporate Locations & Office)

Since January 2019, the Greater Houston BBB Houston received several complaints and customer reviews for Mattress Firm exhibiting the following patterns;

According to numerous complaints received in our office, consumers allege that Mattress Firm sells merchandise of poor quality, fails to adhere to their own guarantee, and lacks transparency in relaying their polices. Upon receipt of their purchased items, many consumers report the items are incorrect and differ in brand or model. Additional allegations state the merchandise sold is of poor quality and requires multiple repairs and replacements, also used items are often sold as new. When contacted regarding these concerns, consumers allege the company attempts to charge an additional fee to deliver the correct items. Complainants also report that the company has failed to honor their 120-day guarantee, preventing exchanges or refunds within the allotted time frame. To date, Mattress Firm has responded to all complaints forwarded by our office.     

The company would like you to know...

Mattress firm is currently the largest mattress and bedding retailer in the United States.  We also provide trained sales and support associates. We offer our 120 Night Sleep Trial and Price Guarantee. All our policies and procedures can be found on the front page of our website at Mattressfirm.com. This information is provided by our salespeople at the point of sale, posted in our stores and on our websites as well as printed on our store and e-commerce receipts. Each guest also receives a warranty card with their mattress which provides the specifications of their warranty coverage provided by the product manufacturer.