Customer ReviewsforMattress Firm (Corporate Locations & Office)

A complete scam and rip off, but when you're poor and need a bed, they take advantage of you. The interest is horrible and the mattresses are honestly like the mattress I might have had when I was a kid 45 years ago. My bed is supposed to be a tempurpedic. I tried three mattresses. They all are spring mattresses. My sister said the same thing as well as my daughter and her husband. My mattress isn't worth $150.00, but they charged me around 3 grand. You would have better luck, buying one from *** ****.

Hi Ms. *******, 

We’re sorry to hear that the mattress isn’t meeting your expectations. To ensure your concerns are fully addressed, a Corporate Escalations Specialist will be reaching out to you soon.

Thank you

Deceptive marketing and terrible mattresses. I purchased a BR800 plus pillow top mattress on their website thinking I had 90 days to try it out and then return it if it did not suit us. Big mistake! I should have definitely gone in store to try it out before the purchase. The mattress is terrible. It's squishy and has no support. I did not realize that 800 corresponds to number of coils in the mattress and in the words of the sales associate when I went in the store something along the range of 1200 or higher is what would be ideal. After testing out the mattress for a few weeks I have terrible back pain. And have reverted to my old $250 Amazon mattress. I then go to return the mattress only to find out that the 90-day trial period is not risk free. I would have to pay $250 for them to pick the mattress back up and then the remainder of my refund can only be applied to another mattress from them. So all in all the total cost to refund the mattress would wipe out the $500 I paid. For context, the store doesn't even sell this mattress. So I'm stuck with a crappy mattress that I cannot return. Adding insult to injury, the mattress is also about three inches shorter than a standard California king size mattress so pillows kept falling in between the mattress and my headboard.

Hi Ms. *****, 

We’re sorry to hear that the mattress isn’t meeting your expectations. To ensure your concerns are fully addressed, a Corporate Escalations Specialist will be reaching out to you soon.

Thank you 

Horrible.... expensive, employees have no idea what they are selling, what is good and what is not,... they say they will have the manager call me and they NEVER DO. WE feel we got 'taken' when we bought a very expensive mattress and and platform that is adjustable. the platform material over the metal bars is ripping (after 1 month) they won't take it back, (no wonder!). we had to go to another company and buy a flat platform to go under our expensive mattress, had to pay 100.00 to have it delivered and 100.00 for them to take the adjustable platform away. the manager never called us back! horrible attitude and non professional. i wish they were BBB certified, I would file a complaint to get our mone back!

Hi Ms. ********, 

We’re sorry to hear about your negative experience and appreciate you bringing it to our attention. A Corporate Escalations Specialist will reach out to you soon to address your concerns.

Thank you

As a senior citizen I went into a store that I thought I could trust they ended up RIPPING ME OFF When I didn't buy their markuped mattresses $4200 the salesperson Eric recommended the same mattresses but they have been brought back within 120 days of use so they were supposed to be almost new. I looked at the cushions/pillows they were all broken down on the left side looks as if it been around for years. Eric said I need to file a claim and if I had a problem come back to him. I filed a claim "The brochure says service will be performed in your home by someone from the nationwide network of highly skilled technicians within one week" FRAUD NOT TRUE" they didn't come out at all. hey suggested that I do this kitchen broomtest across the mattress to take a measurement. Then they said that my measurements didn't pass the test so they wouldn't warranty the mattress. Remember this mattress is supposed to be like new within 120 days. But it's broken down already. After going back to the store 5 times no one could seem to help me Eric doesn't work at that store anymore The manager April is never in. One of the workers on my third time going in worked out a solution to the problem but she just needed April to confirm that this was okay. More trips back in April never okayed it nor did she respond to me. And seeing Nia up to three times I made sure Nia took my number down again. Then she later said after me showing her pictures, she said that the mattress (should have never been sold) and suggested how I could FRAUD the insurance company by pressing down on the mattress and making things look worse than what it really was and then the insurance company would approve it. I went to the store again and Marina who was subbing for someone she had worked out a solution with a mattress which was a warehoused Beautyrest BlackHybrid LX which was in the outlet. She only needed Aprils approval. But April the manager still refused to even call me. Less than 120 days old. RIGHT!

Bought a Tempur-Pedic ProBreeze Medium with Adjustable Base. Only SEVEN months in and it has not softened as store said it would and now it’s too late to exchange. Waking with horrible pain and now I’m having tingling in hands and feet on whichever side I sleep on. Now I’m stuck paying $6000 for a literal rock that’s causing damage to my body and having to spend MORE to find a topper to make the pain go away. This was my SECOND Mattress Firm Tempur-Pedic - I loved my Cloud but this one is NOT EQUIVALENT. Will never buy from them again and told my parents not to purchase a king with full set up either.

I purchased a Sleepys mattress and box spring May 26, 2023 from the Mattress firm in Lincoln Ne on October 23, 2024 I submitted an online warranty due to the mattress sagging in the middle and feeling the coils thru the euro top as if they have collapsed or became unglued from the coil system. I have religiously turned the mattress as suggested and kept a mattress cover on it when I purchased the . I received a pdf saying they were denying my 10 yr warranty due to the sagging is caused by normal wear. That’s bs a 16 mos old mattress is got a 2 deep impression throughout the whole middle section of the bed. I’m the only person sleeping in the bed and I weigh 135 lbs! I attempted to send further pictures of the mattress thru the response email they sent the denial letter from but it kicked it back saying do not reply. I’m on social security and Mattress Firm got $1100. From me and all I got was disrespected and screwed out of my money. Signed H Simon

I will never buy anything from here again. I purchased a WATERPROOF mattress cover and was told it had a ten year guarantee. I purchased it for peace of mind as I struggle with urinary incontinence. I was assured that it would work. The first night I slept on my mattress we put the protector on it and my urine went straight through it and onto the mattress. We cleaned the mattress well, but I was forced to spend more money to buy one that actually works. I tried contacting the manufacturer and once I finally got ahold of them, they said that I could return the product at my own expense and then they would send me a new one. That won’t solve the problem. All I want is a refund. They refused. So, I emailed the sales person who never emailed me back. I called the store and was told that you don’t refund accessories, only the manufacturer does that (but they don’t). I got to the corporate office and the person I spoke to would not give me a refund, so I asked for her boss and she told me she would have them call me back. They never called me back. When you sell a product, you are responsible for the claims you make about the integrity of that product. If it fails, then you make it right. Basic customer service. I will return it. I just want my money back. That’s it. This has become a matter of principle. A company who sells a faulty product, that makes false claims about it (the sales person assured me it would do the job) and then doesn’t take responsibility for those false claims clearly lacks integrity and care for their customers. It’s $59. It’s unbelievable. Not to mention the fact that my remote for my adjustable base was broken when taken out of the package. That was another nightmare. I have spent thousands of dollars at your store and you will never see another dime from me. The lack of pride in your business is astounding. This is a reasonable request. You should rethink the way you run your business.

I purchased a ******* ****** mattress from the mattress firm winrock location in 2020. The winrock location is closed down so I called the 40 Cir NE Alb. NM ***** location to find out when I purchased the mattress because the mattress was getting lumpy in spots. The person who identified himself as a Store Manager was very unhelpful and very rude to me during the conversation. He was able to find the purchase on the computer computer but stated the mattress is not covered by th 10 year warranty. He stated this was because I returned a sealy mattress I purchased there and then purchased the ******* ****** so it was not covered by warranty per company policy. I agreed and told him the original mattress was returned the following day and I purchased a much more expensive ******* and ****** mattress. I told him that I have the receipt saved in my 2020 boxes and asked him for a copy of the receipt. When I tried to speak to him, he cut me off and would not allow me to complete a sentence. I told him I was not pleased and that his customer service skills were lacking. I asked to speak to the district manager because the office he gave for the mattress not being covered by warranty did not make sense. He refused to provide the district manager contact information and he hung up on me. He did not provide the receipt as he stated he would. I would like to pursue this issue with the district manager or the corporate office as soon as possible. I ask that this complaint be served on the Mattress firm corporate office and not on the hotel circle location because he will destroy it. I want to speak with someone about the warranty on my mattress. It was a ******* pillowtop priced at $1599.00

I don't often leave reviews unless it is something that will help others. Well, I tell you that this is the first time I have bought something at Mattress Firm. The experience was excellent. My wife and I were not sure if we would find what we were looking for because we understood that the mattresses there were going to be somewhat expensive. But the store employee told us that they had a special section at affordable prices and... Boom!, there was what we were looking for. I received emails and txt messages about the shipping process and status of my order until it was delivered at home. There shipping is Free! That type of service is what I was looking for in a supplier. I recommended. Gary ***** 10/20/2024

Horrible customer service and support my local store was a joke my bed had a structural defect which In hand hurt my back took over a month to get a warranty claim and out of all of this I have to pay another $1,000 to replace my bed! Consumer beware