BBB Business Review

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This business is not BBB accredited.

Mattress Firm (Corporate Locations & Office)

Find a Location

Phone: (866) 942-3551 Fax: (866) 308-4089 View Additional Phone Numbers 5815 Gulf Fwy, Houston, TX 77023 View Additional Email Addresses

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This company offers mattresses, box springs, adjustable bases, bedding accessories and delivery. 

BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for Mattress Firm (Corporate Locations & Office) include:

  • Failure to respond to 15 complaint(s) filed against business
  • 14 complaint(s) filed against business that were not resolved
  • Length of time business has taken to respond to complaint(s)
  • Business has failed to resolve underlying cause(s) of a pattern of complaints

Customer Complaints Summary Read complaint details

684 complaints closed with BBB in last 3 years | 488 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 44
Billing/Collection Issues 36
Delivery Issues 43
Guarantee/Warranty Issues 99
Problems with Product/Service 462
Total Closed Complaints 684

Additional Complaint Information

Since March 2016, the BBB of Houston & South Texas has received multiple disputes that exhibit the following pattern.  

 According to consumer disputes, it has been alleged that Mattress Firm has provided poor customer service.  Consumers have alleged that they have contacted the company regarding problems with their purchase and are not receiving return calls from upper management regarding their issues.  The consumers are also alleging that they are being deceived at the time of purchase and are not notified about the strict company policies for returns, warranty, re-delivery fees and refund policies.  The company is currently responding to the disputes via the Houston BBB. 


We value our customers and take these claims very seriously.  We are working diligently to communicate with each customer and address all disputes. Last year, two million people came through Mattress Firm’s doors looking for a good night’s rest. And more than 30,000 of those have left positive reviews about their experience on our website. Customer service is a top priority and we encourage people to make us their first stop for resolving issues. 

Customer Reviews Summary Read customer reviews

22 Customer Reviews on Mattress Firm (Corporate Locations & Office)
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 21
Total Customer Reviews 22

Additional Information

BBB file opened: January 01, 1988 Business started: 07/04/1986 in TX Business started locally: 07/04/1986 Business incorporated 07/04/1986 in TX
Type of Entity


Business Management
Matt Jessell, VP of Customer Service Mr. Ken Murphy, CEO Agatha Tran, Treasurer
Business Category


Hours of Operation
M: 10:00 AM - 8:00 PM
T: 10:00 AM - 8:00 PM
W: 10:00 AM - 8:00 PM
Th: 10:00 AM - 8:00 PM
F: 10:00 AM - 8:00 PM
S: 10:00 AM - 7:00 PM
Su: 12:00 PM - 6:00 PM
Refund and Exchange Policy

Red Carpet Delivery:  For deliveries within our footprint,  there is Red Carpet Service fee of $79.00. 

     We will deliver and set up the newly purchased merchandise. 

     Please be sure to inspect the merchandise prior to our delivery team leaving the residence.

Price Guarantee: 

     If you find the same or comparable mattress or set advertised in print for less than your invoiced price within 100 days of purchase, simply bring the ad into the nearest showroom for us to review. 

     Applicable credits will be issued to your account via a refund check for the price difference within three weeks. 
     This guarantee does not apply to clearance, floor models, vendor roll backs/rebates, special purchases, promotional items door busters or discontinued merchandise.

Our Sleep Happy Guarantee allows you to take advantage of reselecting to another mattress or mattress set, if you are not completely satisfied.  Below are some guidelines of the policy.

     Customers must keep the mattress or set for a minimum of 30 nights and up to 120 days

     Customers may exchange or return mattress or mattress set

     Mandatory processing fee of $149 applies ($70.00 for processing and $79.00 for delivery)

     Excludes clearance, floor models, warranty exchanges, pillows, mattress protectors, bases, furniture or other accessories

     Do Not remove the Law Tag.  Doing so voids the Warranty and Happiness Guarantee

Alternate Business Names
Back to Bed (IL, IN, WI only) Bed Bedding Experts (IL, IN, WI, FL only) Discount Mattress Barn (FL only) Mattress Barn (FL only) The Mattress Firm
Products & Services

The company offers Tempur-Pedic, Sealy, Simmons, Stearns & Foster, Classic Brands, Comfort Revolution, Eclipse, Hampton & Rhodes, Leggett & Platt, Lux Living, Mantua, Hilldale, Cozzia and more.

Customer Review Rating plus BBB Rating Summary

Mattress Firm (Corporate Locations & Office) has received 1.06 out of 5 stars based on 22 Customer Reviews and a BBB Rating of F.

BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.