BBB Business Review

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This business is not BBB accredited.

The Mattress Firm aka Mattress Firm (Corporate Locations & Office)

Find a Location

Fax: (713) 651-2093 View Additional Phone Numbers 5815 Gulf Fwy, Houston, TX 77023

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This company is a mattress retailer.

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 lowered the rating for The Mattress Firm aka Mattress Firm (Corporate Locations & Office) include:

  • 632 complaint(s) filed against business
  • Failure to respond to 291 complaint(s) filed against business
  • 8 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

Factors that raised the rating for The Mattress Firm aka Mattress Firm (Corporate Locations & Office) include:

  • Length of time business has been operating

Customer Complaints Summary Read complaint details

632 complaints closed with BBB in last 3 years | 256 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 23
Billing/Collection Issues 31
Delivery Issues 28
Guarantee/Warranty Issues 91
Problems with Product/Service 459
Total Closed Complaints 632

Customer Reviews Summary Read customer reviews

1 Customer Review on The Mattress Firm aka Mattress Firm (Corporate Locations & Office)
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

BBB file opened: January 01, 1988 Business started: 01/01/1986
Type of Entity


Business Management
Ms. Kindel Elam, Executive VP and General Counsel Mrs. Sandra Melchor-Gil, Warranty/ Customer Service Supervisor Mr. Ken Murphy, COO Mr. Sam Woods, Sr. Vice President of Sales and Operations
Contact Information
Customer Contact: Mrs. Sandra Melchor-Gil, Warranty/ Customer Service Supervisor
Business Category


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)

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.