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This company offers mattresses, box springs, adjustable bases, bedding accessories and delivery.
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
|Complaint Type||Total Closed Complaints|
|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.
THE BUSINESS HAS PROVIDED THE FOLLOWING STATEMENT:
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
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||22|
Type of Entity
Business ManagementMatt Jessell, VP of Customer Service Mr. Ken Murphy, CEO Agatha Tran, Treasurer
MATTRESSES FURNITURE - RETAIL
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.
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
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 NamesBack to Bed (IL, IN, WI only) Bed Frame.com 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
BBB Customer Review Rating plus BBB Rating Overview