Mattress FirmReviews of mattressfirm.com

DO NOT ORDER FROM THEM. Absolutely the worst customer service. On the day they were supposed to deliver my mattress they announced that it would be a month late. When I tried to cancel, they tell you on the web site to chat with them - no chat agents. You call and they tell you to chat. You put a cancellation request into their online system and days later they try to upsell you - repeatedly - and refuse to confirm a cancellation - against their one policies.

This is the worst service, and delivery I have ever received. My husband and I decided to buy the purple number three mattress, with the bedframe to match. We were told the delivery would be the very next day at 9 AM. The delivery was a joke! It never came, the West Jordan Mattress firm couldn’t figure out the delivery and Communication was ridiculous. They kept giving us different times they would come to deliver the mattress, we would be waiting around... 9:30-11:15, then 4:15-6:15, then 8pm and no delivery and a call that they couldn’t make it. and never arrived. We ended up sleeping on our couch for the evening. Since we removed the mattress prior to them coming to be “ready for delivery “ Then they couldn’t even deliver it to us until the next day at 9 PM. They sent a guy after hours on his own personal truck, to deliver it on his own. And needed help from my husband personally to install and unload our own mattress/base. Not only did we receive the wrong base that we agreed upon at the store, it was double the price. And we never received an invoice until the second day. All that the West Jordan mattress firm company offered us was free-shipping lol it was a complete joke. I’ll be contacting the BBB and posting all over my social media.

PLEASE DO NOT BUY ANYTHING FROM MATTRESS FIRM!!! WORST NIGHTMARE 1st Mattress Arrived Ripped; 2nd Mattress incorrect & adjustable based stained, walls were damaged during delivery and it took almost 2 months trying to get Corporate to pay for my damages, dealing with RUDE Warehouse staff. They promise great customer service; if you fill out the Customer Service Request Form they state someone will get back to you within 48 hours. They will NOT, if you call the corporate office it just rings (USELESS) PLEASE YOU MAY PAY MORE MONEY but try going to another Retails store you will save yourself less stress. I wish I never walked into Mattress Firm on March 25, 2021. The 3rd Mattress is harder as a ROCK. BUYER BEWARE AND STAY AWAY. Mattress Firm does not stand by its policies and is a completely disreputable company. PLEASE Take your business elsewhere. LOOK AT THE REVIEWS. They will waste your time. IF EVERYONE IS SAYING THE SAME THING IT IS TRUE I WISH I DID MORE RESEARCH. All this unnecessary stress for a person who is physically disabled about to have back surgery in 6 days. All I wanted when I walked into Mattress Firm on March 25, 2021 was a good mattress for back pain, for support, durability, comfort, and value.

We bought 2 mattresses for a total of $836.00. We were told it was semi soft but actually its harder than a concrete sidewalk. We return both mattresses and lost $400.00 including restocking, pickup and delivery fees. I am never going to buy from Mattress Firm. This Company are a bunch of bandits and should be in jail.

I signed up fora $50 cash discount for any purchase made from this company. After I purchased two expensive mattress sets, I was told that they cannot honor the above noted discount as the mattresses were already discounted. This is completely ridiculous and unacceptable and unethical and my emails to their customer service went unanswered.

I have had my mattress for 4 years, by the end of year 1 there were giant sags in the bed, I just found out it was a 10 year warranty so I went through all the steps to submit a claim and had stated there were stains before I tried submitting the claim, the process took over an hour to complete, I got the return email and they said because it had a stain the warranty was void! I'm sorry why would you not tell me that before I submitted the claim or how about when I bought a 1,000$ mattress!!!!!!! I would have gladly spent 30$ on a mattress protector if I had known that but I've never had a need for one!

One of the most unprofessional and dishonest companies I have ever dealt with. Less than a year ago my husband and I bought a queen size Beauty Rest for $1,500 from the local Mattress Firm store. After 3 months, the mattress started sagging where we both slept and it was very uncomfortable. We’re both under 5’5” and petite. Still, this should NOT happen after such a short period of time. I called the Mattress Firm customer service # and could not speak to a representative. NO ONE. I then visited the Mattress Firm store and they advised me to file a complaint with their online claims department, and so I did. There was an option to pay $80 for a “third party” to come to your house and write a report on your mattress. We believed it to be a good idea since we paid so much money for a shoddy product. This weekend, a man from this third party came and saw the sagging mattress which is over 1.5 inches! We received his report days later and he wrote that there was nothing wrong with the mattress and that there was a stain. Basically, the man completely lied. LIED. At this point, we feel taken advantage of and completely ripped off. BUYER BEWARE AND STAY AWAY. Mattress Firm does not stand by its policies and is a completely disreputable company. Take your business elsewhere. They will waste your time and hard-earned money.

Ordered a mattress online estimated delivery date was a month out. I was made aware and understood. When the mattress was delivered I was at work and my wife accepted delivery. Turns out they had delivered a queen instead of a king and during delivery they had ripped the bag and stained the mattress in two spots. I tried to call but there is no number so I submitted an online claim. They scheduled an exchange for a month from that date. So after waiting a month again the pickup person denied our return because of the two stains the original delivery person had caused. I was furious. No support no way to get even a partial refund even the online chat said there was nothing they could do even though they messed up. Luckily an in store associate understood our problem and is in the process now (hopefully) of correcting the issue. The online side of this company needs some attention and needs to learn better customer support and retention. If you shop mattressfirm.com beware. In store seems a lot more legit.