Mattress Firm Corporate Office - Corporate Offices & Headquarters

Mattress Firm Corporate Office

Mattress Firm Corporate Office Address

Mattress Firm Holding Corp.
5815 Gulf Fwy
Houston, TX 77023

Contact Mattress Firm

Phone Number: (713) 923-1090
Fax Number: (713) 923-1096
Website: http://www.mattressfirm.com
Email: Email Mattress Firm

Executives

CEO: R. Stephen Stagner
CFO: James R. Black
COO: Stephen G. Fendrich

Mattress Firm History

Mattress Firm was founded in 1986 by Steve Fendrich, Harry Roberts and Paul Stork in Houston, Texas.  The first store was a success and the company grew quickly through both corporately owned and franchise locations.

Fendrich left Mattress Firm in 2001.  He rejoined the company in 2010.

By 2002, there were 250 corporately owned locations.

In 2010, co-founder Harry Roberts and his brother Charlie rejoined Mattress Firm.  They are helping expand the franchise department.

In 2011, the company went public.

In 2012, the company acquired competitors Mattress Giant and Mattress Xpress.

Today, Mattress Firm is the largest bedding retailer in the US.  The company currently operates over 1100 locations in 28 states.

{ 55 comments… read them below or add one }

Mike July 17, 2017 at 2:12 pm

Hi, i bought two box springs several months ago for my new king bed. After a couple of months they began to squeak terribly. If you move on the mattress at all they make a loud noise. I weigh 180 and my wife is 130. I went to the store to ask about replacing them. I was told they could replace them under warranty but, i would have to pay an $80 delivery fee. I asked if I could pick them up because the warehouse is 15 min from my house and I picked up the original set. I was told that the warranty claims come out of another warehouse and I would not be able to pick these up. I paid to have them delivered. The delivery guy called and said he was running an hour late. When he got here he said he was stuck in traffic picking up my new box springs from the warehouse I originally went to. So the store employee lied to me. I put that behind me and now I have a new set that within the second month is now doing the same thing. I called the store I bought them from. The employee asked me if it was the brown set and started laughing. He said “that going to keep happening, they are our cheapest set”. He apologized and told me I could buy a new better set from the store since these are out of warranty. Its hard to believe that you can’t make a quality product that only serves one purpose, to hold up a mattress. I should have confronted this when I was asked to pay for a product that didnt work. I can’t imaging returning something to another store and paying them for a product that they did not build correctly. It is a shame that there are this many negative experiences all on one site. I hope to get this resolved. If not I will be escalating this problem.

Mike

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Liza July 15, 2017 at 9:03 pm

I purchased a split King from MF on Saturday 8 July 2017. I was ensured it would be delivered by 15 July 2017. Waited all day for a call. Stopped by store in Harker Heights, TX around 2 p.m. To inquire and was told no problem. Received a phone call at 7:30 p.m. Saying we will offer free pillows or a free night stay at a hotel after we sold our bed same day. I made plans for the following day and told sales rep this, I get a SORRY we will contact you in morning. Store opens at 1100 a.am. Stop in then. What the heck.. I’m military and do not have time to wait day in and day out for people to make a decision on delivery. Plus the money I saved and spent to get a good night sleep, no good. I will be asking for a freaking refund from this company..

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Bill July 6, 2017 at 9:59 pm

Bought some mattresses from these guys years ago. Turns out, their warranty is useless. Turns out that there are local companies who sell 2 sided mattresses that are great for about half the price.

Their marketing is a disaster too. So do they just sell firm mattresses? Their iMattress commercial sounded like they had some poor woman miked after she was hit by a car and was dragging herself to the curb.

Real ripoff.

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Teresa July 5, 2017 at 6:42 pm

I wish I would have read this before my purchase I never would have gone with Mattress Firm. We purchased our bed on the 06/10/17 it took two weeks to get the bed and when they delivered it we received the CalKing base and King mattress. Because we had customized out bed frame for the bases we couldn’t send the new set back because we couldn’t get our old mattress back in. We were told to contact our sales rep to get the replacement mattress this has been nothing but a nightmare he does not return calls or he does then tells me he will get back with me for the delivery date and I hear nothing. Don’t even try calling the customer service line because I don’t think they know what the definition of CUSTOMER SERVICE is , no one can help you all they do is tell you they will contact your sales rep and he will call you within 24 hours guess what it has been 96 hours and still no sales rep call. I have called back customer service and all they do is tell you they will email your sales rep. WORST COMPANY EVER !!!!

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Joe Leask July 5, 2017 at 4:42 pm

Would never do business with Company again. Wish I would of read reviews first.

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Sylvia Williams June 21, 2017 at 7:23 pm

NOT HAPPY WITH MATTRESS FIRM!
I purchased a demo massage chair fortitude 2.0 at the boat show along with 2 xl twin adjustable bed frames for a king size bed. I was told by sales guy Andre R. Garlic that he could have all of this delivered by Friday June 26th. I received only one xl twin bed. Totally useless as we have a king size bed. Also no massage chair. Still waiting on Andrea to let me know what is happening.

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Terry F. June 17, 2017 at 3:26 pm

I recently visited the Maple Grove store (located on Elm Creek Boulevard) with a friend who I had been helping with decorating her condo: in this situation choosing a mattress.  My friend is in her late 60’s and wanted my help with finding something that would not hurt her back and be a comfortable fit. While going there over a course of several visits checking out mattresses, and my friend having to return 2 of them because they were too firm, during the last visit I witnessed less than appropriate customer service actions by one of the sales personnel named Jason.
 
Jason was condescending, showed agitation at having to exchange the mattress, and a switch-and-bait tactic when we tried to express what was needed.  For example:
While my friend retrieved papers from her car, I told Jason we had gone to Slumberland and found a perfect mattress and asked if Mattress Firm had it.  Jason said Mattress Firm didn’t have the same models and besides the decision was up to my roommate as to what she would purchase. My friend explained to Jason that what I described is what she wanted.
When asking for a pillowtop, Jason said there was no such thing.  When we showed several examples in the store of what was meant, he aggressively kept saying they were not pillowtops. The point was, he was being shown examples of what was needed – it really didn’t matter what they were called.
After quite some time of trying a variety of mattresses in the store and expressing they were not comfortable, Jason finally offered to look up the Slumberland model and find it in the Mattress Firm store under a different model name. My friend went and laid down on it and immediately said that was the mattress. Of course, the mattresses that Jason was steering her to were considerably more expensive.  Jason was reminded that a less expensive mattress that breaks down a few years sooner would mean a customer could return to purchase it again. He was overlooking the point of the purchase – customers need to be pain free by getting a mattress that fits.
During the checkout process, Jason was visibly angry making side comments such as not having to come back to the store, that a Christmas card would be fine, that he was having issues with processing the $400 reimbursement and did we want to purchase something else, and stalling on helping to find a delivery date.
 
The thing that struck me most is that my friend kept being steered toward expensive mattresses that did not fit.  She could afford them, but the right fit was paramount. That did not seem important to Jason because he was angry that a mattress was being returned. Your store provides for 2 returns if needed at the cost of $80 each return. Jason seemed to forget that my friend had a right to the returns and to a good fit for her sleep health.

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Diane Dreis June 7, 2017 at 7:37 am

Hello,

Order number S006837397

We purchased a mattress on April 1 but exchanged it in May for a different one. The sales person was very pushy and talked us into buying an adjustable bed frame. We were really unsure of the purchase of the frame because my husband and I knew we wouldn’t be able to agree on the position. The sales person tried to talk us into buying TWO twin mattresses (we had purchased a king) so that each one of us could adjust the bed the way we wanted but the price was outrageous. We tried the new mattress and frame for week and tried to return it but were told that the frame was not returnable!!!!!!!!!!!! We were shocked. The manager was very adamant that it clearly states on the contract we signed that the frame was not returnable but no one ever told us this. I don’t know about you but most of us do not read the fine print of contracts. We asked why the frame is not returnable and were told that once a product goes into someone’s home it is no longer returnable. How can that be true when you accept mattresses that have been slept on for 120 days? I’m beyond upset that we spent $1,500 for a frame we hate. We purchased a mattress for our daughter as well which we have cancelled (we cancelled our mattress too). I am so upset with this situation I can hardly speak.

To make matters worse, about 30 minutes after returning home we were alerted by our credit card company that someone had tried to make a fraudulent purchase at Walmart for an amount a couple of dollars less than our return amount. That means someone in your store tried to use our card!!!!!!!!!

I would recommend you investigate this matter.

Finally, the people who delivered our bed did not wear shoe protectors and now I have multiple stains on my ivory carpet that I cannot remove. We were specifically told that they would wear shoe protectors. They were also unable to sync the 2 remotes that control the adjustable frame and didn’t offer a solution. So, not only do I have a defective product in my home (that’s in the garage!) but you won’t take it back.

I am appalled.

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Deborah Witzke May 30, 2017 at 1:59 pm

I purchased a mattress and adjustable frame on Tues May 23rd, 2017. At that time the experience was questionable as it took the sales associate forever to process the order. We literally picked out the mattress in less then 5 minutes but it took him an hour to process the order. We were told that Thurs May 25 would be the delivery date and that someone would call to verify the time frame. No one called on Wed night or Thurs morning. I called the store and my sales associate was off. The supposed store manager said that there was a problem with the paperwork and that I would hear from my sales associate. I did get a call and was told that because of the mess up our delivery would come later in that day. Later on Thur I called the store again to verify the delivery and spoke to Dante who, in a not so friendly voice, said the delivery would happen. Less then 2 hours later I received a phone call stating that the delivery would not happen and could be scheduled for Fri May 26. I told my sales associate at that time that if the delivery did not happen then I was cancelling the order. He insured me that all would be fine. The next day I did not receive a call regarding the delivery time frame but I did pull the info up on your website. Delivery from 4-10 was showing up. Around 2:00 I called the store as I wanted a better idea of time frame, at that time I was told that the delivery would not happen. I told them that I was coming in to cancel the order. I got a phone call back stating that they could arrange for an outside delivery service but that I had to pay extra for the delivery of $150.52, however they would credit me the $150.52 to balance everything out for my inconvenience. It has been 4 days and no credit is showing up on my credit card. I hate being lied to.

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Cody T May 19, 2017 at 11:52 pm

After reading some of the reviews posted here, I am kicking myself for not reading these sooner.

My wife and I were/are in the market for a new bed. We currently have a queen size bed and we were on the fence about whether or not to move up to a king. Enter our salesman at our local store, Alex. He was super helpful, answered any question we had with what seemed like knowledgeable answers. He towed the line of allowing us to look without being overbearing or pushy yet was still there to provide assistance whenever needed. When debating about getting a queen or king he reiterated their policy about no hassle returns and exchanges. He assured us if we were to go with king but changed our mind before delivery we could simply come in and cancel the order for the king and change it to a queen, no questions asked. Great, we thought. He also told us about their price match guarantee where they will beat any competitors advertised price by 10%. Great again, we thought. The experience was so great, we liked what we heard so much, we were so comfortable with our salesman Alex, we decided to buy that day without visiting any other mattress stores (Mattress Firm was our first stop). We decided to go with a king. While we were sitting and going over our bill and delivery options, my wife was teetering on getting it delivered during the week. We asked Alex about Saturday delivery and he said absolutely, they deliver on Saturdays. My wife again started to think outloud about the different things we had going on that Saturday, Alex stopped her and said we would get a phone call at some point during the early evening on Friday to inform us of our delivery window. Alex explained that if the time didn’t work for us for whatever reason, we could call the store before 8 pm that Friday night and he could adjust the time for us. Awesome, we thought…why couldn’t car buying be this easy!

Now is where the trouble starts. The very next day I caught wind that our mattress was on sale elsewhere for $400 less. No problem we thought, our man Alex has got our back on this. Also, after getting home and thinking it over we decided we had better stay with a queen. Another problem that will be quickly disposed of by our super salesman, Alex, we thought. The queen was also being advertised for $400 less at the same store that had the king for $400 less so this is really going to work out for us all the way around, we thought.

My wife goes into the store the same day we noticed the sales prices, which was the day after of our original purchase. She is greeted by someone other then Alex. She fills the new person in on how we wanted to switch our order to the queen and also advised him of the lower advertised price. He looks it up, verifies it is the same exact mattress, but then proceeds to tell my wife that this is only his 3rd day on the job and he didn’t know how to do the price match and then beat it by 10%. This is a Monday(we purchased the mattress that Sunday, one day before), he tells my wife that Alex will be back on Wednesday and that she would need to come back then. No problem, she thought. Our delivery wasn’t scheduled until that Saturday, so no big deal.

Wednesday morning comes and I learn that the sale we were going to get mattress firm to price match was a two day sale only, that ended at midnight on Tuesday night. I have terrible luck, and I didn’t do my due diligence in checking up on his long the sale lasted(I did call the competing stores customer service to confirm and was told the sale would run through that Saturday). I should have went into the store instead of calling customer service late at night that Monday night. Oh well, lesson learned.

My wife promptly returns to the store that Wednesday to tell Alex how we were unable to get the price match due to the new guy not knowing how to do it(we weren’t going to ask for it after the fact, just wanted to make him aware) and to also get him to change our order to a queen. Well, my wife was greeted with yet another new face. Turns out Alex is attending a company training and this guy is filling in from another store. My wife says this guy is super nice, very helpful, and seemed just as knowledgable Alex. She explained everything we had been through up until that point. He apologized and told her the guy she met with Monday night should have taken care of everything. Oh well, you win some and lose some. She asked this guy to go ahead and process the switch over to the queen mattress. He was able to do so, but explained that the queen was on back order and it would be a week and a half before delivery is able to be made. Ok, we’re patient people. No problem. Delivery was set for the following Saturday(remember this day is Wednesday).

Today is now Friday, May 19th 2017. The day before our scheduled delivery date. Finally! It’s like the anticipation before the birth of a new baby! My wife gets a call around 6:30 pm. The call is mattress firm, it tells her that our delivery is set for tomorrow(Saturday) between 10 am and 12 pm. Not good! My wife has a birthday party to attend at 10 and I am cooking jambalaya for a charity organization until 11. Not a problem, we remember Alex assuring us that he will get this resolved, no problem.

My wife quickly calls Alex, she says Alex doesn’t sound like he did when he was selling us the mattress. She explained to Alex our time conundrum, expecting him to reply with a “no problem!” No, Alex told my wife the time we were given is the time we must abide by. My wife says “but Alex, you told us the time wouldn’t be a problem, you could easily change that,” Alex replies, “no, there must have been miscommunication. I can only change the day. If tomorrow doesn’t work for you, you can either change the delivery day or cancel your order…just make sure you make your decision by 8 tonight.”

Wow! What happened to super salesman Alex? This is so cliche I thought. Too cliche, in fact..no way is Alex the type to tell a perspective buyer anything to make a sale…only to muddy the waters when something is contested later. I’ll call Alex and get this cleared up. So I call Alex, I reminded him that he told us the delivery time could be adjusted to meet our needs. Alex proceeds to tell me “no, I never told you that”. Ok, things are getting a little hairy, by this time it’s 8 pm. The store is closing, my wife’s and I plans are simply non-cancelable, I’m quickly starting to be backed into a corner. I tell Alex that if it comes and we aren’t there, then we would simply need to refuse delivery( obviously, if we’re not there) and cancel the order. Alex replies to me with “oh yeah, if you do that you’re going to be hit with a delivery fee”. My immediate first reaction/reply was a simple “no I’m not!” He says well you need to go ahead and cancel, to which I replied with “yes, cancel I guess”.

What other option did Alex leave me? I really, really wanted/needed that mattress. I did not want to cancel, but was sort of forced to do so. I believe that there probably is no way the delivery time window can be moved or adjusted, otherwise Alex would have done it before losing a sell. A canceled sell that Alex himself recommended and initiated. Me and my wife both heard Alex tell us the same thing way back on the day we initially bought the mattress, that was we could call him before 8 that night before delivery and he would adjust delivery tine if that was something we needed. I believe Alex was counting on the delivery window to work for us, or he was maybe hoping we would just do our best to be there instead of call him out on his promise to be able to change the delivery time window. 99 days out of 100 we would try our hardest to just fit whatever time was given to us. On this particular we simply could not.

Our feeling is that we’ve waited two weeks for delivery of this mattress, we were met with turbulence when my wife went back the very next day to change our order due to the salesman admitting that he didn’t know what he was doing, we were met with more turbulence when we missed the sale window on the price match due again to that same salesman not knowing what he was doing. We were simply asking for the time window to be adjust back 1 hour to 11 to 1 instead of 10 to 12. Nope. Mattress firm elected to cancel or order instead of working on the 1 hour shift for us. Ok.

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Allen Stoltz April 11, 2017 at 2:10 pm

Thought we purchased a new hot tub, after several weeks late of delivery, a used hot tub came in from Alaska to Nebraska, of course did not know it was used until three days later from sales person. It was damaged, this was purchased Labor Day 2016, yes it’s still damaged, and the continuing unreturned calls even from Corporate rude down talking people when they do return calls…NEVER AGAIN and I’m sharing my experience…

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WARREN ANDERSON April 6, 2017 at 5:58 pm

I cannot believe Corp HQ’s irresponsibility and unresponsiveness – it’s Apr 6, 2017 and my son (who worked at a Sleep Train in Calif) still hasn’t rec’d a W2 for 2016 despite Fed laws requiring W2’s must be sent by Jan 1

We’ve been trying for many weeks and this week I called as many Accting, Payroll, and HR people I could find, but only got voicemail’s which are not returned. I sent 4 new emails to addresses I found that also are unanswered

The most objectionable part is this is a $3 Billion company with 4,000 employees and 4,000 stores but they don’t have an operator or can’t send me to a single person i can talk to ?? Unbelievable

Rgds
Warren

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Arlene March 13, 2017 at 3:48 pm

Mattress firm delivery service and warehouse sucks. I ordered my mattress March 4 2017 and I still haven’t received my king size Beauty sleep yet.

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Evelyn Shell March 7, 2017 at 9:27 pm

Unhappy with one your Sales Representitives
I would like to begin by saying that our initial Sales Rep – Amy S. was the greatest. She made sure that my son selected the “right” bed for him. She was patient, polite and very informative. My son absolutely LOVES the bed and the delivery service was on time and service was great. I wanted to give 5 stars because of this but we had a small issue that warrants attention from corporate as additional training is required. My son ordered the bed but decided to go the credit route to build his as he does not have credit at this time. So upon completion we decided to put a deposit of $500 down, although that was not necessary, to lower his monthly payments. The rep accidentally made the payment to the Mattress Firm instead of the finance company. She stated that it would release the funds by the end of the day at the latest, it didn’t. I visited my banking institution and because I don’t normally use that card they froze my account thinking fraudulent activity. The card was reopened and the funds were posted to my account. The bed was delivered on March 3, 2017, after following up a few more times I called and spoke with another rep of which whom I didn’t catch the name and was extremely rude. She placed the call on speaker and began to speak to me as if I was her child and uneducated. She also stated that when a -500 shows up it means a credit; in the finance world it does not. She cut me off in mid sentence when I was explaining to her that the additional bed railing that I purchased separately was not the right size she immediately stated – well no refunds or returns. She emailed a copy of the statement and on the last page it clearly shows where the $500 was deducted. She also stated that I was to receive an additional $100 credit but no mention of that when she called me back with her findings. For the record, I’m a retired Hospital Administrator with a Masters Degree and I am now managing a financial institution. This is my recommendation to Mattress Firm – please provide your employees with customer service and consumer sensitivity training, quarterly updates on how to process forms and payments and customer follow-up.

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christian Carter March 1, 2017 at 4:50 pm

I am highly upset. I ordered a full size set for my eleven year old son new bed. I paid in full and was told i could pick it up on Tuesday 02/28. I called on 02/27 to see at what time i could pick my order up and some employee named Elijah told me to look at my receipt. He was very rude. Fast forward to today i get there and the wrong size was ordered. The guy was very nice and tried to find me a set but couldn’t deliver. My son now has to sleep in my bed and I have to sleep on the couch. This is pitiful. I was issued a refund but I am waiting on corporate to issue it. I will never do business or recommend this company to anyone even my worst enemy. I am an assistant manager at a store and it is poor customer service to tell anyone to look on theier receipt

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Brenda February 23, 2017 at 6:00 pm

I purchased a Stearns and Foster mattress for my son 3/23/15 for $3,199. It is a hybrid mattress with foam rubber I also purchased the box springs and frame specifically for this bed at Sleep Train. And a mattress cover. It was fine for the first year or so…As I found out my son went and bought numerous pillow to try and correct the neck and back issues he was having (We also bought a pillow from sleep train) and could not make the bed comfortable after approx 1 1/2 years of trying to correct the defects through other means i.e. Pillows new sheets, different sleep positions he finally came clean to me and told me he could no longer sleep in this bed. I contact sleep train customer service as the mattress has a 10 year warranty. I was given 2 options pay for a test kit or pay for a home inspection. I ordered the test kit. As the mattress is made of foam rubber it only showed a 1 1/2 inch depression and there is no way to show how the foam rubber reacts once my son lays on it and his body heat warms the mattress. By the time he wakes in the morning he is laying in a huge hole. So, I once again called customer service and scheduled an inspection for someone to come out an physically see the mattress. I called on 1/30/17, paid my $39.95 and was told the first available appointment in my area was 2/24/17 and I would get a phone call a day or two befor the inspection to set-up a time. I received a recorded message stating that the appointment would be between 4:30 pm and 7:30 pm. As I have to be at work by 4:30. I called the inspection company to see if I could change the time. I was told by US quality furniture service that I could not change the time but could reschedule for 3/10/17 and the same thing would happen, I would get the same recorded message telling me when my appointment time would be scheduled. And if I didn’t accept that appointment today there was no guarantee that the 10th would still be available and could push me out to the 3/25/17. This was from a supervisor Marlene. When I asked to speak to someone in corporate or a phone number for corporate, she gave me the same phone as I had already called (per Marlene) and continued to tell me that corporate had gone home for the day. I called at 1:30 pm. It is in Texas and I live in California. I think it is only a one hour difference. So, I called sleep train customer service and the response I received was the inspection company has limited inspectors. She told me she could refund my $39.95 and set me up with another inspection company. But that there was no guaranty how long it would take for that company to respond or how long it would take to set-up an appointment? With everything totaled I spent $4,000 at sleep train that day. I need some help with this matter and have run out of patience. Could someone recommend someone or some agency that I can speak to, to help me with this problem? I was trying to help my son out as he works 7 days a week 8-10 hrs a day and just wanted to help him get a good night sleep. And now he has no bed to sleep. I’m beginning to feel like “The road to hell is paved with good intentions”

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Margaret Hachmeister July 3, 2017 at 8:16 am

Brenda, have you contacted an attorney?
I too am having problems with mattress firm and if my call doesn’t produce action I will be contacting my attorney, I’m tired of the BS that I’m getting..!!!

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Tony C February 13, 2017 at 4:39 pm

On 1/23/017 A Queen size mattress, box spring and frame were delivered to my home for my son.
At the time of the delivery, it was raining so as you can imagine the 2 delivery men were hurrying to get the mattress and Box spring off the truck and in my house in a hurry.
They set up the box spring and mattress in my sons room and prior to departing I signed for them. At the time of delivery it looked like all was well with the mattress and box spring.

On Friday 2/17/2017 my son asked me to look at the box spring which appeared to be lower in the center. I called Mattress firm and spoke with Keith and then Matthew .
I explained that the box spring appeared to be lower in the middle. From the naked eye it doesn’t appear to be a big difference however when I got a ruler it shows that from the Box spring to the floor is 7” on both and right and left sides, however it was 6 ¼”
In the center. Matthew asked if I could take pictures and email to him which I did. I was told by Matthew he will report this situation to his manager and get back to me.

Since I didn’t hear back from Matthew from Mattress Firm on 2/13 at 12:20 P I called and spoke with Matthew who told me that his Area Manager offered me 2 options. Since I am within 120 days of delivery,
1- I could take the defective/broken box spring to the warehouse and exchange it. I don’t have a truck so I cannot do that.
2- Option # 2 is for Mattress Firm to deliver a new Box spring for 40.00. What I disagree with is why do I have to pay a delivery fee for an item that was defective. If my 18 year old son jumped up and down on his bed or caused the damage I could understand paying the delivery cost, but since this appears to be a defective box spring in the one area I don’t understand why I have to pay for a replacement. After all When I paid for the Mattress and Box spring, isn’t it safe to believe I am paying for a non-damaged item. During my initial call to Matthew I offered him the opportunity to inspect the box spring and show me that the damage was caused was caused by my 18 year old son.

During my call with Matthew he stated that at the time of delivery I would have seen the defect. I disagree with Matthew. At the time of delivery, the 2 delivery men, my son nor I could see the defect, however when using a ruler it is clear that the mattress sags in the middle. Once again 7” on both the left and right corner, but 6 1/4 in the middle.

I explained to Matthew, that how could I possibly inspect the wood inside the box spring since it is stitched with a fabric? Did he expect me to get a ruler out and inspect the box spring? Since the box spring is sagging isn’t there a good possibility that additional nails or screws are needed on this box spring? We could speculate all day. But the fact is there is no indication my son caused this damage. If it were caused by my son wouldn’t the material be ripped?

I am asking for your assistance since I do not believe that I should pay the $ 40.00 to have a replacement box spring delivered.

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Joy February 1, 2017 at 3:10 pm

Why is it that Mattress Firm has no supervisors you can speak to? I have a major problem with the sales person and they keep directing me back to her. I made a huge mistake and purchased a mattress from Sleepy’s and the only record they can find is my BILL, (they should have lost that too), so now that they have my money I don’t exist to them. I was trying to resolve this problem yet again with my so called sales person Barbara out of the Woodbridge, NJ office who by the way could not recollect the three other times I called her had the nerve to ask me if I was getting a good night’s sleep. What the hell did that have to do with my problem was beyond me. I can’t get a good night’s sleep, getting the RUN AROUND and worrying about spending extra money that I did not agree to. So every time I speak to the sales rep. I get so many conflicting stories and this has been going since November 2016. I called the warrantee department and spoke to Amanda thinking I can get to speak to someone after she kept on hold for over 20 minutes then she enlightened me that there was no one to speak to there (they must have everyone working from home). Finally I find a number online to the cooperate office and they wanted to transfer me to the customer service nightmare again but instead she transferred me to a supervisor Bianca Mitchell that was not at her deck while attempting to leave a message the phone disconnected me. I am not sure what to do at this point, I am going to have to contact an attorney.

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Niles January 10, 2017 at 11:03 am

I purchase Matt & Box, and it had mold. The company, and warehouse had terrible communication. I never got a replacement. I ask for a refund. I’m still waiting for a refund.

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Rick Ramirez November 25, 2016 at 1:03 pm

after reading most of the comments on here, It’s amazing that MattressFirm has any customers at all. I, too, have had nothing but a bad experience with MF. Now, the salesman, Eugene, is about the only bright spot for MF. Outside of paying a ton of money for a mattress that isn’t what I wanted ( its been switched out and I’ll explain shortly) and still having issues with the base, and no help from MF, I am totally frustrated.
So here goes: after purchase and install my tempurpedic mattress, it constantly slide laterally. There is a bracket at the foot of the best to stop sliding but not laterally. I sent emails, videos and even stopped by a different store to get help. I did receive a call from one ‘manager’ who said he would call me back after he presented my situation in a meeting that morning, but never heard from him again. I have sent multiple emails, made many visits and still to date have not heard back ONCE.
Called customer service at HQ over a week ago, no one called back.
Oh and I was not told about the warranty. $8/month for a 10 year warranty is a no-brainer but I was refused because I didn’t get it within 30 days of purchase. I was never told about it, wtf??
Now, they advertise that your purchase and SLEEP will be guaranteed. thats a huge load of crapola.
I have parts sitting in a box and im still waiting for the call from the repair/warranty center to schedule. I’ve had them about a month now and this is after the repairman has been here twice.
Believe me, there’s much much more, but I’d get carpal tunnel syndrome if I had to list everything.
DO YOURSELF A FAVOR AND AVOID THIS COMPANY AT ALL COSTS!!!!!!!!!!!!!!!!!!!!!!!!

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Diane November 16, 2016 at 5:00 pm

Worst company in the history of companies !!!!
I went into a store in Naperville Illinois in July. I was “Thinking” about buyin a new mattress. I left financing a mattress. My first payment due in August through a reall shady company, Secrency bank. (something like that). No problem with the first payment. September I went on line and set up a payment. October 6th I got a call that i was 30 days over due. So I called them back and said WTH? …. they said I must have entered the account wrong. So right there they credited me back the late fee and I made a payment with the lady on the phone. I waited till she told me it went through. Two weeks later looking into my account i did not see the payment so i called, OH, no no mam you made payment, no worries. I said, it has not come out of my account what is going on, no no mam no worries.
A week later I got a letter I was 60 days past due! I called and they said I had not made a payment. Then a week later they said, the payment was rejected. When i told them my bank said no it had not even come across my account, they changed their story again.
I call the company to come and get my mattress i had enough!
This past Monday I got a call on my VM that they are delayed in processing due to my complaining. In the meantime this is racking up agianst my credit!!!!!
NEVER, willl i recomend this company. EVER!

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Tiffany Jones September 22, 2016 at 8:26 pm

Worst, most draw out experience ever.
I ordered a bed set and before having it delivered found out my job was moving me out of state.
I spoke with the worker at the store who told me my order could be forwarded when I had my new address.
When I called the store back about three weeks later I was told that my bed couldn’t be rerouted and that I would have to go into the local store to get my order moved.
I went into the local store and was told my order and information had been removed completely from the system. I was directed to call an 800 number because the money I had already payed was not refunded.
After speaking with the financial group they said they could draw my order back up (because I still had the receipt) and the original store could forward it to the local store.
After speaking with someone from the original store my order was sent to the local store and said to be scheduled for two days later.
After two days passed I still had no bed. I called the local store and was told the delivery wasn’t scheduled, but they could schedule me for the next week.
This process has taken weeks! I was advised against using Mattress Firm, and I can now understand why.

While the local store has great employees, the originating store’s employees are extremely subpar..

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Barbara Yancey September 21, 2016 at 8:23 pm

My husband and I purchased our pos from a Mattress Firm in Hickory NC. We have around $7000.00 in the mattress and the base we purchased. The mattress, a Sealy Black Hybrid, (pos… a big one) has a huge sagging bulge in the middle on the outside edge. If you aren’t careful you will be in the floor. We start the “claim” process about 6 weeks ago and still have no resolution. The 3rd party inspector (scam artist Mattress Marshals) were supposed to come out yesterday but called to say they were combining routes go conserve fuel. They were supposed to be out today, I missed their call but called back within 10 minutes and left a message stating we would be home for them to do the inspection. I called for the next hour and a half and no one answered until 6:00. They were supposed to be out between 4 and 6. Michael with Mattress Marshals stated since I didn’t answer he would request a home kit to be sent out for my husband and I to submit our claim. I don’t believe he was in our area to begin with, nor did he plan to come out to do the “inspection”. This has been the most horrible experience I have ever had with any retailer. I will not recommend anyone to purchase anything from this company. I will let everyone know Mattress Firm does not stand by the products they sell. We went to the store where we purchased our “pos” and Josh the sales person only suggested contacting the black hole they call their customer service department. He really didn’t care what our issue was because he has already made his commission off the sale when he sold us the set. My husband and I are considering contacting action 9, or 3 on your side to see if they can help get someone with some guts from Mattress Firm to contact us and get this resolved.

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Robert Fuller October 29, 2016 at 11:24 am

Purchased a mattress set for my 15 year old son 2016. This set was selected by a sales associate of mattress firm in Peachtree City, Ga and was supposedly the correct combination for our son that needed a XL bed due to his height. It maybe has lasted a total of three months and has such a deep depression in the center now that it aggrevates him sleeping and he stays sore each day from not getting a good nights rest. Contacted the store to see what could be done about this problem and they stated to come in and pay $25 for a warranty inspector to come out and measure depression and so on. Paid the money and called to set up inspection with company and what a joke that whole ordeal was and still is. They made and appointment for October 29 2016 between 7AM and 10AM and never called or showed up. I called today to customer service and was told that they could send me a home inspection kit or have a manager call me back in 24-48 hrs. I chose option 2. How hard and complicated does it have to be for a mattress company to exchange a product they sold due to a failure and will not even come inspect it. That is CRAP!!!!. I will wait on return call and if no call then I will SUE. So make sure that you do your reasearch before making a purchase from them. And ask all the return questions beforehand and it might just change you buying decision. Hope that this company does the right thing.

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Brian Coughlin September 14, 2016 at 2:01 pm

Delivery drivers caused heavy damage to my home and have been given the run around for just over a month now ,Have been told for 3 weeks insurance would be in touch with me but never have , i had to estimates given to me from private contractors as instructed by mattres firm and that was a week and half ago and now my calls are being ignored , i have One estimate for $1350.00 in damage and one for $1425.00 in damage, half not heard from insurance since turning in these estimates and now being ignored , find somewhere else to buy a mattress because if you have problems you will not get ant relief from this company , Now i will have to take time off from work and sue them in court to get my home fixed .!!! BEWARE

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Joan September 8, 2016 at 3:51 pm

Ordered mattress in July and changed deliver a couple of times. Finally it was suppose to come a couple of weeks ago and they deliver came about 9:00 pm but said they had to put it together and it wasn’t enough room. They also said they couldn’t take the old set because there was a whole in it but could set the new one. I didn’t let them do anything. So we went to the store and changed the adjustable frame to regular box frame. Saturday of Labor day weekend they were suppose to deliver it in the 11:00 afternoon window. Called late in afternoon and it wasn’t on truck and no one called to say it wasn’t coming. Spoke to someone about the whole thing. She told me the delivery people received part of shipment. So we set it up for Wednesday the 7th of September. The delivery people called 10:10 pm and they would be shortly.
I told them we where in bed. One of them spoke ugly but i didn’t understand what they said. I called the next day and they weren’t that concerned when I cancelled the order. So I have ordered a mattress from some where else.

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Cabrina August 9, 2016 at 12:40 pm

I had a recent experience with Mattress Firm on Millennia Ave. in Orlando that I believe your company should be made aware of, especially since the website states 100% Satisfaction Guaranteed.

On 7/26/16 I was pre-approved for $900 for 90 day same as cash. On the same day I purchase 2 full size mattress sets and frames. Delivery was scheduled for 8/1/16 between 6:00pm and 9:00pm.
On August 1st I called the store and confirmed delivery was on schedule. No delivery was made that night.

On August 2nd, I contacted the store again. Apologies were made and the delivery fee was taken off my bill, with a guarantee that the beds would be delivered that night between 6:00 -9:00PM. Terrance, the salesman, also stated that he would discount the price by $100 because of the inconvenience. Again, no delivery was made that night.

On August 3rd I received a voice mail that stated delivery was again rescheduled between 6:00-9:00pm. Later that morning I received another voice mail stating to disregard the first message since the order had been cancelled. I immediately called back and spoke with the store manager Dave. He stated that he did not realize I had cancelled the order when he left the first message. I then advised him that I had not cancelled the order and proceeded to explain the situation. He then stated if I wanted to get delivery that day I had to come back to the store and re-sign the paperwork, and I had to do it quickly if I wanted delivery that day. He also stated he would “throw-in” 2 pillows but knew nothing about the $100 discount. The beds were finally delivered on August 3rd.

On August 1st I moved into a new apartment with my 79 year old mother, who had to sleep on a couch for two nights, while I slept on the floor.

I am still not sure of what the exact issue was, but the salesman Terrance was at least apologetic and tried to assist me as best as he could. The store manager Dave was very indifferent and basically blamed everything on Terrance. I have written to “Customer Care” several times with no response.

I had intended to return to Mattress Firm to purchase another bed for my daughter, however, I will never do business with this company again!

An unsatisfied customer,

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Teresa Romasco August 2, 2016 at 12:33 pm

Mattress Firm due to their up-selling tactics for sheets, pillows, etc. and their No Return Policy!!!
My husband and I recently purchased a king split Cloud Supreme Breeze TempurPedic mattress with the massaging base which we love. The issue I have with Mattress Firm is that I felt pressured into buying two sheet sets to ensure that I had sheets that fit. However, I found that I do not need the “special fit” sheets that Mattress Firm pressures the customer into purchasing. I received the sheets (they were shipped to me) and promptly took them back to Mattress Firm requesting a refund of $219.98 (the cost of the two sets of sheets) and was informed that the policy is No Returns of sheets, pillows, etc. The issue I have is if the sheets were NEVER opened, NEVER used, NEVER taken out of the box, then why can I not return them for a refund? Why do other large companies such as Bed, Bath & Beyond, Sears, Target, etc allow customers to return sheets if they have never been opened, used, etc but Mattress Firm does not? Mattress Firm was more than willing to take my money for a high end mattress with base, etc but is unwilling to budge on a measly $219.98 refund?
I have made three calls to Mattress Firm and was told that the District Manager would reach out to me regarding this issue but I have received no contact as of this morning! I just called the Corporate Office (my 4th call) and was told by customer service that they would ensure that management would reach out to me today! I am hoping that Mattress Firm values me as a customer and would like to keep me as a happy customer!

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Lanita Kelly April 29, 2016 at 5:24 pm

I decided to become a customer in January​ 5,​2016. I spoke with Sales Representative ​Natisha Wilson​ with the expectation of a good quality queen mattress set through the 9​0​ day payment option.I didn’t receive a brand new HR 3​40​ set​; in fact I ​received a mix match set. A HR340 mattress and a FOSSIL FND box spring. I didn’t use or un wrap the merchandise due I was plaining to move .On January 21, 2016 I called in and ​ spoke with Lupita Martinez​​ stated I received the incorrect size box bring. After receiving the correct size box spring I set the bed up. I then noticed how uncomfortable the mattress was; I could feel the coil spring in the inside and the bed squeaked and made noises all thru the night. I called in to ​complain about the​ quality of the mattress​ ​and I was told I needed to​ sleep on it a while longer and to​ speak with ​N​​atisha Wilson. I emailed her, left several voice mails and she replied with one email that didn’t resolve my issue. I spoke with a supervisor and I was told I could return the mattress set ​or swap and receive a refund.​ I choose a refund due to the level off service I’d already received.​ When the mattresses were picked up pictures were taken by the delivery men and the merchandise was still in the plastic.I received an email from Progressive​ which led me to call in. I explained the mattress was in a return process and the rep stated she would make notes in the system to stop the collection calls. I was told I would receive my refund in 2-3 weeks. I called in to Progressive to check the status of the refund​ and I’m told I won’t receive a refund due to the restocking fee and cleaning fee. Those fees were not discussed with me prior​ and nor is it mentioned in the email receipt. I feel I have been scammed by Mattress Firm and Progressive.​ At this time I don’t have a mattress set nor a refund. Mattress Firm states 180 days customer satisfaction. I have not received such at all; I received used merchandise.​
In my attempts to speak with customer service representatives today I have had the calls have been disconnected, transferred to sales; not to mention the wait time to speak with someone.

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Lloyd Stein March 17, 2016 at 9:22 pm

Order No. S003607701
Customer NO. C003338773
Sales Associate: Alyssa Banales

Store Address: Deerfield (BTB) #119038
92 Waukegan Road
Deerfield, IL 60015
(847) 559-9660

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Konnie Hughes January 27, 2016 at 1:37 pm

Looks like I joined the club of MANY when it comes to disappointment with quality of Mattress Firm and the lack of respect from sales people once purchase is made. We are in For $4850.00 and all they care is they got paid. My bad for not checking BBB reviews first and looking for complaints on site. Hope you all find a way to get your problem resolved. My fight has just begun and I don’t go away easy. If I have to get an attorney – so be it ! It is SO SAD any company this big just looks the other way while their stores and sales people do what they want. My opinion is to Stay away from the store in Gulf Shores, Alabama. Their answer to refund is We signed at delivery SO…. It’s yours. I don’t think so.

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Matthias Schaetzle April 20, 2016 at 6:36 pm

Did you get a reply?

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JERRY April 26, 2016 at 9:01 am

NICE… OK HOW ABOUT MATTRESS FIRM HAVING THE BEST OF BOTH WORLDS. NOT ONLY CAN THEIR EMPLOYEES SALE THE CONSUMER A BRAND LIKE BEAUTY REST LIKE THE GREENWOOD QUEEN THAT WAS SOLD TO ME IN NORTH CAROLINA WILSON SUPPOSELY THE SET WERE BRAND NEW LOOKED NEW FELT NEW. BROUGHT BOTH 8/29/15. DELIVERED 8/29/15 TOTAL COST $700.00 AND SOME CHANGE.
AFTER SALE CUSTOMER SERVICE IS DONE MATTRESS FIRM EMPLOYEE LIVE OFF THE PAIN OF OTHERS WHO NEED A WANT A GOOD NIGHT SLEEP ON A MATTRESS THAT WILL NOT FALL APART AFTER 120 DAYS. AFTER THAT 120 DAYS THE STORE HAS NO OBLIGATION TO RESOLVE MY ISSUE OF REPLACING A NY MATTRESS BROUGHT AT THAT STORE NEITHER WILL ANY ONE AT MATTRESS FIRM CARE WEATHER OR NOT YOU ARE HAPPY WITH THEIR SERVICE HOW DO WE TRUST THESE COPORATION THAT HAS THE POWER TO DO WHAT THEY LIKE WITH NO RESCOURSE FOR CUSTOMER AFTER SALE OF POOR PRODUCT AND NOT HONORING THE SERVICE WARRANTY CONTRACT.

ALL I GET FROM MATTRESS FIRM IS IT NOT THEIR PROBLEM NOW IT IS THE DEALERS PROBLEM. THEY SO WORK FOR THE DEALERS. WELL BEAUTY REST SIMMON BRAND GREENWOOD STAY AWAY FROM THIS QUEEN SET. IF YOU WEIGHT OVER 200LBS FOR GET ABOUT IT DONE. STAY AWAY FROM MATTRESS FIRM ON WILSON NC PWY

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marcia iza January 26, 2016 at 12:13 am

After reading many comments I realized I’m not along with the mattress i purchased at MATTRESS FIRM. No one returns calls, e-mails or faxes in fact they claim they don’t have anything. I NEED TO GET MY CLAIM TO THE CEO. I need this mattress EXCHANGED . after spending over a $1200. I deserved a good nite sleep PAIN FREE. My pressure points are so sore event BRUCED. Not fun at all.
I think ALL THE UNSATISFIED CUSTOMERS SHOULD. Unite and GET THE ATTENCION WE NEED.
Marcia

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Beth DeLong January 22, 2016 at 11:38 am

I wish I had read these before purchasing a mattress at Mattress Firm. I bought a mattress which was delivered last Sunday, 1/17/16, and I don’t like it. I know they want you to sleep on it 30 days but 30 days is not going to help. I was told by the sales associate Nathan in the Triadelphia, WV store that if I did not like it I could pick out a new one or he would give me a FULL refund if I couldn’t find one I liked. Now he is saying I have to pay $149.00 to return it and pick out another. The lies go on and on and I asked to speak to his manager and she has yet to return my call. I also sent a detailed message to the customer service and they have not responded either. I spent $2,300.00. Is this the kind of treatment you give your customers Mattress Firm? Apparently you do not. DO NOT BUT A MATTRESS FROM THESE PEOPLE.

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marcia iza January 26, 2016 at 12:17 am

Im an unhappy client as well. Would u be interested and do somenting about?
Mattress firm. MATTRESS is killing me every night.
Marcia

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Adam January 9, 2016 at 2:21 pm

I am a retired US Marine and a 100% disabled veteran with severe back injuries. I purchased a mattress set from Mattress Firm in Edomnd Oklahoma. At the time of purchase I asked if they had a military discount. The manager said no but he would “hook me up”. The discount he applied was listed clearance savings. I asked to make sure that it didn’t void the 1 year happiness guarantee because I wasn’t sure how my back would do with the new mattress and might have to exchange it for a different one. He PROMISED me that it would not void the guarantee. Almost a year later later my back is worse and I went into the store to try a different mattress. I was told “to bad it says clearance”. I explained that the manager had promises me it would be ok and was then told ” that was then, this is now”. I’ve emailed the corporate office five times with no response. It is very sad that a company who has vowed to help veterans has admitted to lieing to one in order to make a sale. Now I have a $2000 mattress that I can’t sleep on. I would love to talk to the CEO and ask him to admit that the lie to disabled veterans just to make a sale.

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Barry Wilkins November 29, 2015 at 10:38 am

Mattress Firm treats cancer patient HORRIBLY! Having been recently diagnosed with cancer of the esophagus, adenocarcinoma, which was caused by problems with acid reflux over the years, my Dr. suggested that I get an adjustable bed to help prevent acid from continuing to damage my esophagus. I went to Mattress Firm in Spanish Fork, UT, and ordered my bed. I arranged for deliver the following Wednesday (not sure why they advertise same day delivery). I took the afternoon off to wait for my delivery. At the end of the delivery window, I called the store and was advised they would look into it and call me back. Earlier on Wednesday, I removed my old king size bed, which was extremely challenging for me due to chemo and radiation treatments. After waiting 45 minutes for a return call, my wife drove to the Provo location (the salesperson at Spanish Fork didn’t know how to enter the order so he called Provo and had them enter it. I had to drive to the Provo location to complete the order and pay a portion of it). The sales person at Provo, who was busy eating pizza, informed my wife that “something happened with the truck and it wasn’t coming until the following Tuesday”. He claimed they tried to call me but my voice mail wasn’t set up. My wife disagreed with him and after looking into it, he agreed that is was someone else he was trying to call. My wife asked who the boss was and they informed her it was “Ashley” and he provided the phone number. When my wife returned home, I called and left a message for Ashley and was told she would return my call in about 10 minutes. I then called and emailed the corporate customer service number. NO RESPONSE! I called and emailed again on Friday morning, and then contacted someone through their chat feature. I was advised that a supervisor would call me shortly. I called and left another message for Ashley at that point. Saturday morning, after not receiving a response, I had my wife drive me to the Provo store to cancel my order. How does this company stay in business with this kind of horrible service. When cancelling my order, the representative advised me that my original salesperson was “fired last week”. I’m not sure why she felt that breaking the law to tell me this was going to make me feel any better, or provide justification for the treatment I received. Not ONE person at Mattress Firm was professional or helpful. Thanks for putting me through the extreme exhaustion in removing and replacing my old bed. Thanks for your complete lack of communication. I had 5 total contacts with your employees, and NOT ONE OF THEM ATTEMPTED TO SOLVE THE PROBLEM OR COMMUNICATE INFORMATION!

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Eric Mickelson September 15, 2015 at 10:45 pm

I purchased 3,110.73 in mattresses and bedding from the Mattress Firm in Provo, Utah on 9/6/2015. I Matt, the sales person was absolutely fantastic! He arranged delivery to my home of all items on Saturday, 9-12-15 at approximately 9 am. Saturday came and at 11:30 am, I had not received my purchase. I called Matt and asked where my delivery was. Matt made some calls and discovered that not only had the warehouse not fulfilled my order, they did not have the complete order available. I was disappointed, but agreed to accept two of the three mattresses on Monday, 9-14-15 at approximately 12pm. I was assured that the delivery would be made. On Monday, 9-14-15, I received a call from Matt explaining that the delivery wouldn’t becoming because the warehouse was unable to fulfill it. Matt, apologized and tried to arrange another time. Having had enough time wasted sitting around waiting for things I had paid for and my children sleeping on the floor waiting for beds that never came, I cancelled the order and asked for an immediate refund. Matt said that it would take 5 days to get the refund of the cash I paid for the bedding. I told Matt that was not acceptable as I needed the money to purchase beds from somewhere else and I didn’t want my kids sleeping on the floor that long. Matt, who has been amazing through this whole situation said he would call his Area Manager. a few minutes after speaking to Matt on 9-14-2015, his Area Manager called and basically told me there was nothing he could do. He explained that the refund had to be approved to confirm the condition of the merchandise that was returned. I told him that I never received the merchandise. He didn’t know what to say. I did drop the F-bomb once, and all he could do was get upset at me for being angry and saying a naughty word. What a complete failure in following through on a purchase. It cost me time from work, a missed soccer game and two wonderful kids without beds to sleep on. Matt was great. Nothing but thanks.

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megan mcginley July 20, 2015 at 3:12 pm

I am writing this email in behalf of my mother, who has recently passed away.
I had purchased an adjustable advanced ergo adjustable base to accompany the temper. bed that I purchased for my 99 year old mother, who has passed. The base never worked and after numerous phone calls to the State Street location in Salt Lake City, Utah for service calls, some of which the responded to and others they did not and referred me to the cooperate office.
The ENTIRE NURSING STAFF AT HOLIDAY HEALTH CARE ON 4700 SOUTH 2700 EAST will testify , never worked more that i day after repair, the entire time we owned the bed. My mother died with pillows the facility propped up behind her head, as they did 100% of the time I was and am paying on that base.
Please respond to this email or 801-583-**** or the facility at 801-277-****.
I know your policy on the adjustable base, and I am requesting that you refund the $1200 base or subtract that from our bill.

Thank You
Meg McGinley

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Chris Stafford June 14, 2015 at 5:53 pm

Mattress Firm Customer Service,

I am disappointed to receive notice that my warranty submission has been denied. The statement in your letter of rejection states “after carefully reviewing” which I find to be a totally dishonest statement. The reality is someone, somewhere glanced at the report by your representative and saw our bed that’s less than a year old is not sagging the required 1.5” thus denied our claim. I’m certain that it will meet your guidelines before long since it’s so new.

Apparently your best & firmest mattress, which we purchased at your salesman’s suggestion, is perfectly fine in your judgement since it’s “only” sagging 1 inch in this short period of time. You no longer have a satisfied customer of many years due to this decision. I have purchased eight beds from your company because I was very pleased with the quality until now. Not only did my wife and I purchase beds for ourselves but for my mother, my daughter and my son as gifts. Never again.

Not only will I never purchase a bed set from Mattress Firm but I will also advise family, friends and strangers to buy elsewhere as well.

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Joey April 30, 2015 at 10:32 pm

I bought a king size mattress from the owasso store about 2 or 3 years ago. I was told from the salesman I had to buy the protect a bed from mattress firm or the warranty would not covered, even though I just recently bought one from Mathis brothers. I did buy the protect a bed from mattress firm and used it. About 5 months later one of our kids wet to bed and the protect a bed failed after we se sent our protect bed to them to test they declared we didn’t wash it appropriately and wouldn’t fix the stain. We did follow all their instructions I have tried to get help from the owasso store on our warrant and no one will help me. I have had the stains removed. And my bed needs to be checked for warranty because it slopes 2- 3 inches in two spots I was at the owasso store about a year or less ago and no one will return my call. I have called corporate and they can not find me in the system even though I used mattress firms credit company, I still have tags on mattress and I am looking to find proof of purchase, I really need someone’s help no one in your company seems to want to help me out. Thank you for your time all I need is to see if mattress needs to be replaced.
Joey gorczynski
918-260-****

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Kathleen Donovan March 24, 2015 at 1:55 pm

I bought a twin mattress for my 91 year old father to replace one that had been ruined during my mother’s illness and subsequent death. At the time of purchase at the Stuart Center #052032, by Pastor Damian I explained that due to my father’s age and my strength that I would need help setting up the frame etc. to support the mattress. He told me that it would not be a problem to help me when it was delivered. Before the delivery people( two strong men) even came up the stairs, they told me that because the frame was not purchased at Mattress Firm they could not/would not help me set the bed up. I even offered to pay them to help me, but even this was not accepted. This is an example of very poor communication and a total unwillingness to help out in a situation that should have been met with kindness and compassion. Needless to say, I will never purchase or recommend anyone purchase a mattress/bed from your company. Your willingness to put the customer first is severely lacking. Sincerely, Kathleen Donovan/William Gorman

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alex February 18, 2015 at 4:22 pm

Hello this is Alex from Houston tx , im trying to reach someone with the realtor department
i have few property for Lease & they are great for Mattress Firm ,
Can you direct me please or forward my massage to them i attached the property info for you to take a look

Alex
832-228-****
spac****@hotmail.com

Thank you !

IT is located at ,

1) STAR RETAIL CENTER
9606 SPENCER HWY
LA PORTE TX 77571

2 ) SHELDON CENTER
801SHELDON RD
CHANNELVIEW TX 77530

3 ) FAIRWOOD PLAZA
11001 W.FAIRMONT
LA PORTE TX 77571

4 ) STAR RETAIL CENTER
631 UVALDE RD Suite B
HOUSTON TX 77015

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Steve Kal January 6, 2015 at 6:27 pm

The Mattress Firm misleads their customers by promising to refund their money on an exchange or return within “10 Days”. Sometimes they will tell you they mean “10 Business Days”. Therefore the Mattress Firm’s “10 Business Days” do not include Saturday or Sunday (although they are open both Saturday and Sunday) and do not include any and/or every holiday. The misleading part is that depending upon what time of the week you return your mattress, when associated holidays arrive during that time of year, etc., by design, the “10 Business Days” turn in to “30 Business Days+”. I bought a very expensive mattress from the Mattress Firm that was delivered defective. I exchanged that mattress for a less expensive mattress and it was not until a month later, after having to involve my bank, that I was finally credited back the difference. Shortly thereafter I returned the less expensive mattress (defective as well) for a credit and have now been waiting for over a month to receive the balance of my money back. The Mattress Firm continues, even now, to avoid giving me my final refund. It is unclear to me why the Mattress Firm does not refund your money immediately? Every one of their competitors refunds your money immediately. Why does The Mattress Firm hold your money for a month+? If it is the policy of The Mattress Firm to hold your refund for 30 days+, why doesn’t the Mattress Firm tell you so upfront, instead of misleading you by telling you that you will receive your refund within “10 Business Days”. In fact, again, why does it even take “10 Days” of any kind for The Mattress Firm to refund your money? I will never do business with The Mattress Firm again. I want my refund now. I have been waiting over a month!

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stacey couch January 2, 2015 at 5:24 pm

Its all fine and dandy they give you the money you paid for a mattress you bought 3 yrs ago, because of sagging purposes. You go pick out another one, higher of course, and then hit you with ANOTHER delivery fee! Because of their product that did not hold up to its so called standard ( Beauty rest). Anything to get an extra dollar from your customers.
Good luck, if anyone else has this problem.

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james rogeroson December 2, 2014 at 2:13 pm

this is absurd that a major corporation as large as mattress firm has to rip people off to make a dollar. I have been in touch with the customer service t o no avail. I purchased a Hampton and Rhodes 12″ innerspring mattress what I received was a classic brand that measures 39 across, 71″ long and 10″ high. not only was this mattress misrepresented it is not even a twin mattress by dimensions. I would like to have your office bring to my house what I ordered and take this mattress back.

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Patsy Rose November 17, 2014 at 10:09 pm

Went to mattress firm on bedford Euless road in north richland hills Texas. my daughter and I walked in and two men were sitting down, one was asleep, no one offered us any help until we ask. Picked out a mattress and gave them almost a month to deliver. The salesman followed us out to bum a cigarette. When it came it was dirty and I called and complained and was told I would have a new one in three days. It has been three weeks and still don’t have a new one. Have called and was told there is no cooperate office. No one that I could file a claim with. I will never buy another mattress from mattress firm ever. I will never recommend them to anyone, ever!!

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johnright October 14, 2014 at 12:00 pm

To whom it may concern:rosewell location this is in regard to the matresses that have been written off as damage or defective in the warehouse manager blake has been stealing them and selling it in the side alone with a contracter partner name eric if you do your inventory from the begining of the year hundreds of mattress have been writting off as damage to cover up the stolen matrees this man has been on vacation more than the ceo on stollen matresses that his been selling on the side ,send a investigation teen to inventory all the matresses That have been stolen ,a couple a month ago a contracter was fire becouse he was stealing when that fact are that he was allowing the contracter to keep the use matrees then flip the story to cover his stealing if you continue to allow this warehouse district manager to keep making hundreds off thousand dollars he even got a personal camper park outside the warehouse so he can carry out his stealing..take a close look at this man

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Stephanie Lepisto August 19, 2014 at 10:20 am

I have the same complaint as everyone else! We spent a lot of money on a king size mattress and it is sagging very badly! We are not sleeping well and have back and neck pain! No response to our complaints and no one has come out to assess our mattress. The matress is not the same one we looked at in the store, but we didn’t realize that at first. Now that time has passed and we are having problems we have moved the mattress off the bed and have come to realize there is no support in the mattress whatsoever! It is just stuffed! I am very unhappy with the quality of the mattress we bought from Mattress Firm and the lame customer service we have received since! We have reported the issue with the mattress several times and have filled out the form twice. No one has called us to resolve the issue! It is unacceptable to force someone to wait 4-6 weeks (twice because the form was not processed the first time and we were told it was never received) for a company representative to assess the mattress. If there is a major issue with the mattress, which there most definitely is and any idiot off the street could see it, that is wreaking havoc on our lives by causing lack of quality sleep and back pain, than why should we have to wait that long for a solution??? We shouldn’t! And I promise, you wouldn’t want to either! Well we couldn’t deal with the crappy mattress any longer and bought a new mattress from a competitor and are very satisfied! I have told everyone I know not to buy from Mattress Firm and there have been several people who were very glad I told them because they are in need of a new mattress and have been looking! They will not buy from Mattress Firm!! I have also gone to social media to inform others of the poor quality merchandise and horrible customer service. I also work for a pain management clinic specializing in back and neck pain and have the potential to increase your business in this city but unfortunately due to my negative experience with your company I have directed business elsewhere and have not hesitated to say why! I have also directed many people to check out the poor reviews and 300 + complaints online regarding this company, as well as the numerous negative reports found on the BBB website. I am reporting to them as well!
Sent from my iPhone

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Charle Livingston August 8, 2014 at 12:24 pm

I purchased a mattress and box spring from the Denton, Texas store and I slept on one side for less than three weeks and when I slept on the other side I roled over to the side I intially slept on due to that side wearing down. I purchased a plush mattress because when I lied on it in the store it really contoured to my body but the one they delivered was not the same. I have Sciatica and my back has been aggravating me ever since. The mattress is no good and the box spring is so cheap looking my one year old granddaughter could have done a better job building me one without the springs ready to come out and all the noise I’m subjected to listening to as I toss and turn all night. The irony is, I went back to them to upgrade my bed but I’m going to make sure they do not deliver that one because I refuse to pay almost $2000 to experience the same situation with a higher price tag.They also say free delivery with purchases $599 or greater and still charge a $79 delivery fee knowing they do not have anything in their stores for less than $900. How are they still in business? Is that’s the reason they changed their name? I’m a very dissatisfied customer who have to go to a reputable store to spend more money on something I haven’t even slept a good four months on.

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lawrence coates June 19, 2014 at 12:38 pm

We purchased a defective king mattress from your company. Our local store printed out the warranty claim and my husband and I agreed that we would not fax our credit card information as requested on the warranty form due to financial safety concerns.
Why we have to pay a “mattress inspector” to look at your defective product is beyond me, but that’s a post for another day.
We wrote on your form that we could call with our credit card numbers. I called 3 days after faxing the form from our local Mattress Firm store. You said you couldn’t find the form.
l also emailed you with the date of sale, customer number, mattress name, and asked you to call me for our credit card numbers, etc. You never responded to the email.
We recently received a denial letter of the warranty claim for the defective mattress we purchased from you because (here’s the best part) we had not included our credit card information.
We need for you to address the fact that we purchased an expensive mattress from your company and you have neglected to email, call, or do anything that would make you a reputable business.

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Fran Wade June 2, 2014 at 8:01 am

In July, 2012, we bought a King Marlyn EPT Set from the Johns Creek, GA store. Since the end of last year I had been having problems with my neck and back. I saw a chriopractor for a couple of months and then went into physical therapy at the request of my orthopedic surgeon for several months. In total spent over $6,000 in medical bills. After sleeping on one of the other beds for awhile in our home (we have 4) I came to the conclusion my mattress was the cause of my pain. I contacted the Warranty Dept and they sent an inspector to evaluate on May 10. After calling several times to the Warranty Dept for results I finally received it in the mail last week while on vacation. We were denied because he measured down the center from head to toe and found indentations to be 1″. I told him when he was there that our problems were on the ends of both sides –as that is where my husband and I sleep (each facing out). It is obvious to sight that the mattress is sagging there. Both of us can no longer sleep in the same bed due to the bed “caving” in under weight of either of us. My husband is 185 lbs and I am 150 lbs. I am requesting another inspection to be taken on this as I am having to go back to PT to aid in the pain this is causing me. I visited the local store several weeks ago to try out other mattresses while waiting for the results and choose a Thermapedic Tempur Cloud Lux with the adjustable base and was willing to pay the difference in the two. Please help us so that we can get a good nights sleep and eliminate neck and back pain from both of us. My next step will be contacting Mr. Stagner and presenting this to him and after that the Better Business Bureau and American Express where we paid for the purchase. We feel that a mattress should not “cave” in less than 2 years wear. Please refer to Customer Number on the Precise Mattress Inspections Report #TRX 91593-5131582460.
Thank you Fran & Gary Wade

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Daniel Nievea March 6, 2014 at 9:01 pm

Mattress Firm at Fayetteville Pavalli0n 0749. Address 96 Pavalion pkwy #23,Fayetteville Ga,30214. I Daniel Nieves, brought a set of Montgomery qween. It was suppose to be new. They gave me a box torn at the bottom an a mattress that is stained. This is bad Buisness for you all,I spent $680.00.I wld to hear from some one at corporate, my number is 770 866 6447 or 678 334 7437. I would this problem resolved. The STORE number is 770 716 9138. My customer receipt # 030540CQZQB. Thank You, Daniel Nieves

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