Review Time
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.
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.
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.
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?
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.
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.
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.
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.
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Mattress Firm Inc. is an American retailing company and mattress store chain founded by Harry Roberts, Paul Stork, and Steve Fendrich on July 4, 1986.
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