Warning - Used mattress
Be wary of any sales/outlet items. They will promote these as getting a great deal on an “older” model. But what we received was a used mattress. We thought this was a mistake and called to inquire about the pre-owned wrapping. We were assured it wasn’t preowned, and that even new mattresses from the warehouse come in that packaging. The tags on the mattress confirmed it was used and was sanitized. This happened at the location in Waterside, Fort Worth, TX.
Ashley D
A USED MATTRESS FROM MATTRESS FIRM THAT WAS COSTLY
I specifically expressed to the sells man that I didn't want a use bed, a returned bed or a floor model bed. So, he proceeded to show me some beds and then I made my purchased. In addition, offering the bed covers, in which I purchased. I guess he wanted to benefit and capitalized off my approved credit. Oh, and I shouldn't forget to say that he expressed that if I wasn't satisfied, I could return the beds within a certain period of time, but he failed to inform me that there would be a fee for the return. First, my full-size mattress was too hard or firm for my taste. When I called to ask for them to pick it up a large fee deducted from the cost. On top of that, I wanted to return the queen bed also because it wasn't new. I suspect it was a floor model (which is used) because there are indentation marks from the mattress standing up in the adjustable frame in the store. I didn't buy an adjustable frame for the queen mattress, only the full-size bed and I kept it. A brand-new bed wouldn't have indentations in it. It would have been completely flat. This is not my first time buying a mattress, but I will never buy one from this store that puts dollars ahead of customer's service. I am completely frustrated with lousy companies like this one taking advantage of customers.
Danita Smith
TOTAL CROOKS, Never Finance with Synchrony
Never use the financing option through synchrony bank. THESE PEOPLE ARE CROOKS!! They will hit you with 50% interest charges on the original amount after 2 years if you haven’t paid off the balance in full. I had a $160 remaining balance after 2 years on $1,900 financing option and they tried to bill me for an extra $975 in interest expenses. I had been paying at least twice the minimum monthly and never missed a payment. Had to call and threaten to sue them before they agreed to just let me pay off the remaining balance.
Luke Podsiadlo
i purchased a mattress 7/17
i purchased a mattress 7/17, it was the wrong one. i called rt after delivery, told had to wait 30 days in an email. i disputed w my military bank. online purchases suck due to no support . callung, enailing natick atore, sleep experts unavailable. dozens of emails. they responded to replace it after 110 days.. i can no longer get funds back from bank. i warn everyone.. Do Not use online purchase,, 119 days to decide to replace. waatoo late.. never use this scam company please
pb
I bought a 12-inch hybrid chime…
I bought a 12-inch hybrid chime mattress, and it is the worst! It is hard, lumpy, hot and super uncomfortable. I should have went to the store to sample first instead of just listening to salesperson on the phone and buying it online thinking I was getting a great mattress at a great price. I HIGHLY DO NOT recommend this mattress or this company to anyone. Total waste of my money.
sam
Do not buy from Mattress Firm
I purchased a mattress from Mattress Firm and a year later, the mattress was sagging. When I lay on the mattress or sit on the mattress, I would sink. They did honor the warranty one yr after I bought it due to sagging. One year later the new mattress was sagging too. The company gave me a hassle about giving me another mattress under warranty. They had me go through all these hoops to prove that the mattress was sagging. In the end, they denied my request for a second replacement mattress because they said it was the structure of my bed frame that was causing the mattress to sag which is crazy. This is so untrue because the mattress would sink when I sat on it and when I laid on it. It wasn't sagging because of the frame. Needless to say, I will never buy a mattress at Mattress Firm because what good is the warranty if they give you such a hassle to be approved for a replacement?
Customer
I have a bad back with ciatica
I have a bad back with ciatica. I went out and bought an expensive bed that I was led to believe by mattress firm, it would help my back. This is by far the worst purchase ever made. The bed is sagging after a couple months and it’s uncomfortable. My back hurts worse now than ever. Horrible customer service wouldn’t even help. Please don’t ever buy a bed there.
R G
Predatory & deceptive sales
We had a misleading sales experience at Mattress Firm that future customers should be aware of.We purchased an open-box mattress after the sales associate, Noman, explicitly stated that the mattress came with a 120-day trial period. When we expressed hesitation and said we wanted to leave and think about the purchase, he reiterated the trial period and encouraged us to go ahead, telling us we needed to give the mattress time to break in before we consider refunding or exchanging. At no point during the sales process did he disclose that open-box items are treated as final sale with no returns or refunds. In fact, the open-box option was actively recommended.Only after attempting to exercise what we were told was a trial period did we learn that Mattress Firm considers the purchase non-refundable.This was not a misunderstanding or failure to read fine print. The trial period was affirmatively represented—multiple times—and used to overcome our hesitation, while the no-refund policy was not disclosed at the time of sale. That omission materially affected our decision to purchase. Had the final-sale condition been clearly stated, we would not have proceeded.If Mattress Firm’s policy is that open-box mattresses are final sale, customers should be told this clearly and unambiguously before payment, especially when a “trial period” is discussed. Expecting customers to infer or independently discover such a critical term is unreasonable.This experience raises serious concerns about sales practices and training at this location. I strongly advise anyone shopping here to get all terms in writing and to be especially cautious with open-box items.Transparency matters. This transaction lacked it.
Sandra Figueroa
Dishonest scammers! Predatory sales and gaslighting.
I regret setting foot in this store. I purchased a mattress ($2,799) with a smart adjustable base ($2,599) and a 10-year warranty, and the experience was a nightmare. The sales rep clearly saw I needed a bed urgently and that it was my first time financing, so he didn't explain the terms clearly at all. He didn't even mention that it's a credit card with a HIGH APR. He just seemed to be in a huge rush to sell it to me and close the deal rather than actually helping me understand what I was signing up for and what I was getting.The pricing here is ridiculous. On top of the expensive mattress and base, they charged me $400 for a bedding set and pillows, about $150 for delivery, and $250 for a warranty. To make it worse, they never even shipped the correct bedding set! I had to call customer service multiple times just to get the correct items I already paid for, and I never got the correct color.Now I’m left with a useless Synchrony credit card that has zero benefits and a horrible, laggy mobile app.To top it all off, I left a review on Google Maps, and they had the nerve to reply, claiming that an order with my name doesn't even exist. Total scammers. They mess up your order, hide the fees, and then pretend you aren't a customer when you seek resolution. Do yourself a favor and buy your mattress somewhere else.
Eugene
Don't buy a Tempur+Sealy product
First of all let me say that the customer service that we received online and in-store was EXCEPTIONAL!! 5 STARS to both Jason(online) and Kenneth(in-store) that went way out of their way trying to make our experience a positive one.Unfortunately the product quality is where things went South. We originally ordered the "Sealy Posturepedic® Elite Brenham II 14" Ultra Firm" mattress hoping this was the right choice. The mattress felt great and was very comfortable. The problem we had was the poor workmanship manufacturing the mattress. The top cover was so loose that it moved when we moved in bed. We held out hope that we would receive a replacement that was not defective. We finally gave up after the 4th mattress, yes four.We decided to go to an actual store to see what else might be available in extra firm. We tried the "Stearns & Foster Lux Estate® 14.5" Extra Firm" which should have been a huge upgrade from where we started. The mattress was very comfortable as well, slightly more plush than the Sealy we started with. Once again we had taken delivery on a mattress that was not made correctly or was defective. After just 2 nights of sleeping on the Stearns & Foster mattress there were already 1" body impressions on both sides. After seeing this I also decided to measure the mattress since it looked lower than the previous Sealy that was thinner. This 14.5" mattress only measured 13.5". That made me wonder what layers were missed or were cheaper materials used in manufacturing. Something wasn't right!Something has changed with the quality of Tempurpedic, Sealy and Stearns & Foster after they all merged under one company, "Tempur+Sealy". They also own Mattress Firm which makes solving a problem much harder.Thankfully we were able to get a full refund and shop elsewhere.
Bryan Salls
Poor communication and service
I went to buy a mattress topper. Very limited communication except for taking the order and my money. Failed to mention a no return policy in this item. They don’t keep these in-store so had to be ordered. When I asked about delivery date I was told “once it’s accepted youll be able to login and see the delivery date”. Never received confirmation of the order “acceptance” so went elsewhere to buy the topper. Called the mattress firm store and was told that because it had shipped that I could not cancel the order. I asked how I could return it once it arrived and there was a lot of confusion before I was told I would need to call once it arrived so that they could discuss with management.
Kirk Buchanan
NEVER buy from here ever
NEVER buy from here ever. It’s a total “bait and switch” operation now. The mattress removal is also not free. They change the delivery method after you order and than will try and charge you $99 for delivery service (mattress removal).
Alison
I had an extremely rude experience with…
I had an extremely rude experience with Mattress Firm’s customer service on their official website. The agent, Ricardo G., accused me of “chatting in multiple times” simply because I asked different representatives about pricing — which is completely normal for any customer.She then ended the conversation for no reason.Different agents gave me completely different prices, showing zero consistency or transparency. This is exactly why I had to ask more than once.Very unprofessional and unacceptable for a nationwide brand. I strongly suggest avoiding this representative, Ricardo G.
Xiaobai Taoqi
Mattress Firm Newtown, PA
Excellent service from Monica and Joshua. Monica is well informed and invested in the product. Highly recommend.
VH
Mattresses are not what they claim.
I think the company has lousy mattresses. The edges break down and also the firmness gets real soft after a few years. I wouldn’t recommend using them.
Joline Pelletier
Class Action looking for info
Has anyone bought a mattress from Mattress FirmHave you had problems?Purchased a $4,000,00 Sterns and Foster Mattress from Mattress Firm in April 2024. The mattress structure started to fail and the outside rib structure of the mattress completely lost its retention causing the mattress to sag and had a depression on the outside edge of about 2 inches. Called store and was told all warranty claims had to be processed by corporate and it would be a $79.00 non refundable charge for someone to come out and evaluate mattress condition to see if mattress qualified for warranty. Another option was to go to corporate web site and fellow instructions and submit pictures for warranty determination. We submitted warranty request with pictures on 10/02/24. We followed web site instructions as stated. Received email notice that pictures were not showing problem and please provide new pictures as per web site. We resubmitted pictures as instructed again still receive notice that new pictures were not adequate. Finally after two more times of submission of pictures we were told pictures were adequate and they would notify us of their decision. On november10/08/24. We received word that the mattress was within factory specifications and Warranty clam was rejected! On 11/13/24 We notified Mattress Firm that mattress had gotten significantly worse and we had new pictures to show how mattress was diffidently defective and sleeping on mattress was almost impossible! I had to sleep in spare bedroom on a previously purchased mattress as the defective mattress was absolutely impossible for me to sleep on..The outside rim of mattress had completely failed no longer had ability to support any weight had completely collapsed fallen down 10 inches or more the side now was bulging out 4 to 6 inches. This is on both the right and left side. We requested by email to speak to a person to explain the situation and that we needed help. On 11/25/24 we received notice from Mattress Firm that our case was closed and it was determined we were not eligible for warranty! Since then my wife broke her arm and has fallen out bed 3 times because of this mattress.I am seriously considering doing a class action if you have had problems with Mattress please let me know the particulars so I can proceed!
Steven E
Buyer Beware—Do Your Homework First
Buyer Beware—Do Your Homework FirstMy experience with Mattress Firm Key West started off promising. Christopher, the salesperson, was pleasant and helpful during the in-store visit. Delivery was smooth and on time, which I appreciated. But unfortunately, things unraveled after the sale.After receiving my bed, I got an email prompting me to connect my adjustable foundation to an app. I tried, but kept getting a QR code error. That led me to the manufacturer’s website, where I discovered there were multiple foundation models—and realized mine wasn’t compatible with the app. I also noticed promotional discounts I hadn’t received.I returned to the store for help and was told the app only works with a more expensive foundation—something I was never informed about. I asked about upgrading under their advertised 120-night sleep trial and was told I could, but only if I paid the price difference plus a $250 restocking fee. That felt misleading.As for the discounts, Christopher said he had “upgraded” me to a foundation with massage features. But what if I didn’t want that? Or preferred a different upgrade? That choice was made for me without a clear explanation.Bottom line: ask pointed questions and do your own research before buying. Understand exactly what features your bed and foundation offer, and don’t assume the advertised trial or discounts will apply without conditions.
KWLynnet
Mattress firm sucks
I went to mattress firm once about five years ago and had a lousy experience and was overcharged for a bed that the salesman told me was on sale went in reality seven days later what I paid was the actual price and it was on sale for $375 cheaper. When I went back and told The manager, that I thought that was deceptive business practice he told me that's just the way the ball rolls. Ever since when I see a mattress firm commercial I want to puke not only because of the bad experience that I had but it's obnoxious, disgusting, and I would never ever go back to mattress firm again to even buy a pillowcase. I hope the place goes belly up soon
Cris Weed
Purchased a Serta queen extra firm…
Purchased a Serta queen extra firm mattress from Bradley IL store #119150 on July 15th during their July Sale Event. Salesperson Eric was very helpful in making it an easy transaction. Delivery was fast, on time and flawless. Very happy with my purchase and would buy from Mattress Firm again.
Vicki
great experience
salesperson was nice and was able to make a decision fast had all the answers to my questions
Katy Phillips
