Mattress Firm Reviews 

My goodness! I’m looking at all the bad reviews. I can’t believe it. I’m glad I didn’t see this before I went to the store.
My experience was completely different. I purchased a Tempur-pedic on Saturday morning and received it Sunday morning. Delivery was quick and everything went smoothly.

Purchased a mattress and bed frame from Mattress firm online. First, they didn't have the product in stock that I ordered and offered a product replacement. They did not refund me the difference based on the "code" I originally used in my order.

Second, when bed was delivered, I paid for Set up and Haul away. My 18-year-old was at the house and called me to tell me they didn't set up the bed.

I tried to contact the company via phone, but they don't have that service. Chatted with an agent via text and they were not helpful in getting someone back out to my house to set up the bed. Instead, it was said that it was my fault for not making this clear to the person at the house.

Very disappointed. I went in, liked a firm foamy pillow for $250, so I ordered it. It got lost. It took 2 weeks to resolve, back and forth with the store, support, noone knew what happened - tracking inconclusive.. crazy. I should have canceled the purchase then. Instead, hoping I get to sleep on a firm pillow for months to come, I asked or a new one. They reshipped it and what I received is different from what they have in the store. Much softer and totally not what they display. Even the manager agreed when I came to challenge it. Yet that's where it ended. They said ' sorry can't do anything, no returns, no exchanges, asked me to call Tempur Pedic (waste of time) and are perfectly fine with misleading customers on the difference of what they display vs what they deliver. What a scam and a shame that companies like this function. Not surprised Amazon turned into a billion dollar empire, these retailers are doing it to themselves that they can't understand the customer needs. I wanted a firm pillow, didn't care it was $250 and instead I have a soft one that I cant use. Never again. Goodbye Mattress Firm. So Happy I didn't but a mattress!!! I got it from Macy's and it was such a good process.

Be careful with this store, they scam customers, they sell you a product which will arrive at your address later and they send garbage and pocket the money and there is no way to return it, it turns out that 2 years ago I bought a bed base with its mattress tween XL size and they sent me a normal tween much smaller and in bad condition the mattress was dirty something not suitable for sales, I told the delivery that that was not what I bought to take it and he told me he couldn't, I tried I tried every means to get the merchandise returned but it was impossible, I had to buy another one at another store and I have that one saved for them to pick up but it never happened, clearly it is a robbery in which the only loser is the customer, IF YOU DON'T WANT BEING SCAMMED AND LOSING YOUR MONEY I DO NOT RECOMMEND YOU BUY THERE.

Package came wipe open with no tape to hold the contents inside the box.. the contents were outside on the concrete in the rain.. worst delivery I have ever seen!

I have never been treated so poorly. Delivery came 30 min early than the time was quoted. While most customers might think that was awesome we were driving to Boston from NJ to meet him as I was relocating. They refused to wait the additional 20 min when they were the ones early. The mattress and bed frame got left at the bottom of the stairs. How is a 60 year old woman supposed to carry a bed up a flight of stairs? Not to mention put it together? Unfreakin believable.

2 gentleman just delivered my new twin mattress. They were kind, professional and right on time.

Thanks guys!
V. Miller

The Mattress is fine, the delivery was horrible I offer shoe covers because we dont use outdoor shoes in our home, dude refused because he had his own that came off on my new rug that we've never walked on with shoes on big huge dirt spot & shoe print no apology at all.
I asked him to please close the door after himself he said its closed it wasn't , then they go out and leave it wide open while they take pics of bar codes.
Rude you don't treat other people's homes like that. I won't recommend the company because of the delivery when I pay for service I expect respect...

My Soft Bendable Mattress Bed had started getting uncomfortable after a few years.😭

Wow! What has gone right?!!! Do you see your Synchrony Credit Card approval rating? Do you care?
I am screaming through this message.
1. Can't access my account online using the site on credit card. Says for over a month now that it is 'experiencing technical difficulties.
2. When I call the number on card it bleeps out the number to choose for customer service and makes you call back
3. When I finally did get a foreign accent customer service agent, they 'can't hear me' so hang up
4. You obviously are making it VERY difficult to pay on your card. IF I lose my card, I am outta options because I won't be able to make a payment. So then your 'no interest' incentive will disappear because we didn't pay our card. I don't even get a bill in the mail! I can't set up auto payments because the website is never up and running.
Crazy how a business keeps crappy credit services attached to their name.

The mattress is NOT what I expected, especially for the price. I purchased it due low back pain and needing knew ones. It sinks in more that what I expected. It’s not as firm as I hoped it to be. I purchased it with the thoughts of Mattresses Firm 120 day try and return policy. I ordered around November 24th, 2023. After about 45 days, I wanted to return, back was hurting more. That’s when I found out about the $200 fee to do so. Since I had already paid my first bill of $100, I decided to keep because I would be in the hole $300. Mattress Firm needs to tell customers that along with the 120 days. So now I’m stuck with a mattress over $1000 that I’m not really happy with.

the credit card was charged $500 over by the salesman's mistake. I was told that I going to get the money refunded back to my credit card in two days and it has been over 10 days and no credit, so I cancelled the order, the mattress was never delivered. Now they have my money and I don't have a mattress, and waiting to see how long it will take for this refund.

We purchased a King Mattress from Mattress Firm in Frederick, MD, on September 24, 2022. The purchase price was $2749.99. The mattress was delivered to our new home on October 3, 2022. At the time, there was a ripple in the top of the mattress when the delivery was made. I noticed it when the delivery staff laid the mattress down in the correct area of the bedroom. I asked about the ripple then and they assured me it would "even out." I also asked the sales associate, Barry, about it by phone. He assured me it was nothing to worry about.
Everything seemed fine for a few months. Then the mattress began to lose support by March, 2023. We purchased slat boards (a.k.a. bunkie boards) on April 13, 2023, to provide extra support to the base of the frame. It helped, but in December, 2023--14 months later, the mattress sagged profoundly and lost more support. Both my husband and I had back problems from it. We are not obese. We have not misused the mattress in any way.
After researching possible issues online, we both suspect that the mattress was defective upon delivery. What is infuriating is what we paid for this product, in addition to a delivery fee of $119.99. The warranty policy was only for 120 days. The mattress was defective from the get-go. We will never do business with Mattress Firm ever again. We do not recommend them. We paid a lot of money for it and it was horrible.

Reading all the bad reviews, I was a little worried about completing a warranty exchange. However, I followed the steps and was promptly approved for store credit. Thank you! I will be getting all my future mattresses at MattressFirm and won't be afraid to spend a little extra!! The showroom managers were also very helpful in finding me the right replacement.

Recently had interest in a queen size mattress. When it arrived I was happy. When I slept on it 1 night I was sorely disappointed. I sunk me so low I had to rock to get out out it. This was a previously used mattresses. I retuned it and got another totally different brand and it had coils that poked. I returned that as well. When the statements arrived minimum amount due for one month was $1.00; I paid $100.00. For 2 months I made $200.00 in payments when it only requested $2.00. Then I was hit with a mandated $209.96. The more I paid the more I owed (explaination payment received late), for restocking and whatever else they added but yet I paid $200.00 for product I deemed as used. This is my opinion.

I bought a queen foam mattress today from mattress firm after Macy's didn't have anything within my budget.
I suffer from pain in my hips.
I bought all foam which is what I an use to.
I am hoping this will be a good pick for me. I bought a Curvy foam mattress.
The staff was very nice to me as well as patient since I was in a lot of pain. My delivery will be next week. They will remove my old one. I will get a free 120 night trial period as well. A great service.
Ms Crippen

Normally don’t write reviews however in all my years being a consumer I have NEVER dealt with a company like this before! If I could give the 0 stars I would! I guess if u buy a mattress from them and there are no issues then perhaps they ok but dang if there is an issue.. watch out big time!! Just an FYI The corporate office number is basically non existent since they give you a number to corporate and u press the prompts to anything other than customer service it disconnects., forget getting access to corporate higher ups like John Eck .. the owner of the company who in my opinion should be aware of what takes place with his dispute /customer service team but who obviously doesn’t care enough to do so since there are already numerous complaints on this company. First off, when u do have an issue.. they totally ignore for weeks.. the customer service rep takes the info and states she will
Pass it along to the executive team which she passes it to someone but definitly not the ET! However, NOBODY calls back probably hoping the consumer will eventually give up. 2 1/2 weeks later of constant reaching out to
Them I get a call .. but the process of working with these people is soo not the norm.. forget the Customer comes first motto! These people ghost you over and over again… then they have random store mgrs call to try to assist with the issue but mid way he is told to no longer respond to
My requests any longer., I guess to discourage you from returning the item they also tell you it will take 2 billing cycles for u to a refund to process!! 2 billing cycles., are they insane..a credit should only take 3 to 5 days! If they were to take 2 billing cycles peoples credit would be affected. This company is definitely scammy if there is an issue that needs to be taken care of! Would never ever recommend them or do business with them ever again!

I bought two coconut bliss pillows a couple years ago. Just bought 2 to replace them. Totally different pillow. These are mushy, not firm...now they say I can't return pillows...all department stores and Amazon let's you return pillows..

There is a reason they receive low scores. BELIEVE IT AND BUY ELSEWHERE. I purchased a low cost 750 full size mattress on 3 mos same as cash. I was told the mattress is warranties. The mattress within first 3 mos had springs going into my back. Warranty said to take pics with ruler and was denied refund or exchange because the ruler method did not show damage. This is a hoax. No way can u put a ruler on bed and tell springs are hitting you in back! Warranty denied. I will never return. Their mattresses are garbage.

This store punished my pillow for questioning the election. BOYCOTT this store until they put my pillow back in the store