This Business Is Not BBB Accredited

Mattress Firm (Corporate Locations & Office)

Mattress Firm (Corporate Locations & Office)

(866) 942-3551

Mattress Firm (Corporate Locations & Office)

31 years in business
Headquarters
10201 Main St
Houston, TX 77025-5229
Fax Numbers
  • (866) 308-4089
  • (713) 524-1126
  • (409) 740-4271
  • (713) 436-5874
  • (678) 942-3573
  • (713) 629-9124
  • (713) 453-1195
  • (281) 837-8860
  • (713) 651-2093
  • (713) 439-1970
  • (281) 991-6664
  • (281) 895-8994
  • (618) 394-0667
Additional Email Addresses
  • customerservice@mattressfirm.com
BBB File Opened: 01/01/1988
Business Started: 07/04/1986
Business Started Locally: 07/04/1986
Business Incorporated: 11/07/2002 in DE
Type of Entity
Corporation
Contact Information
  • Principal: Mr. Ken Murphy, CEO
  • Principal: Mr. Michael D'Alessandro, Vice President of Customer Service
  • Principal: Ms. Karrie Forbes, Chief Operating Officer
  • Mr. Jim Black, Interim Chief Financial Officer
Business Category
  • Mattresses
  • Furniture - Retail

Products & Services

Brands Sold:

  • Simmons
  • Serta, Hampton and Rhodes
  • the Dream Bed
  • Snuggle Home
  • Classic, Protect A Bed
  • Leggett & Platt
  • London Luxury
  • LUX Living
  • Dreamfit
  • Outlast

Alternate Business Names
  • Bed Frame.com
  • Back to Bed (IL, IN, WI only)
  • Bedding Experts (IL, IN, WI, FL only)
  • Mattress Barn (FL only)
  • Discount Mattress Barn (FL only)
  • The Mattress Firm
  • Sleepy's
  • 1-800 Mattress
  • Sleep Train
  • Furniture Firm
  • Aqua Firm
  • Mattress Firm Inc.

Refund & Exchange Policy: 

Are you expecting a refund but haven’t received it yet? Let us help get you the answers you need! Refunds are generated by your salesperson and processed by our Corporate Office in Houston, TX. Generally,refunds are finalized within 2 to 3 business days after all merchandise has been returned or an order has been fully cancelled. For credit card refunds, please allow up to 5 days for your bank to return the funds to your account.

Most refund delays are due to open sales orders that have not been fully closed out in our system. In the event  your refund has taken longer than it should, please click the following link to connect with a member of our management team: Refund Status Request. We respond to messages in the order they’re received and promise to reply as quickly as we can. Typically, we respond within 24 hours.  We are closed on the weekend, but will respond to all requests from Friday, Saturday and Sunday, by end-of-business on Monday. We look forward to serving you!

 

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 Love Your Mattress 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 up to 2 times (by the 120th night of the original mattress delivery date)

     Re-delivery fee of $79.99 applies

     Excludes warranty exchanges, clearance merchandise, floor models, pillows, mattress protectors, power/adjustable bases, furniture and other accessories.
     Do not remove the Law Tag.  Doing so voids the Love Your Mattress Guarantee.

Please see https://www.mattressfirm.com/mattress-comfort-guarantee.html and http://www.mattressfirm.com/mattress-warranty.html for more details.



C

Pattern of Complaint

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 th... Read More

Overview

This company offers mattresses, box springs, bed frames, headboards and related bedding furniture, bedding accessories (e.g., pillows, sheets, mattress protectors), hot tubs, swim spas, and massage chairs.

BBB Reason for Ratings

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:

  • Length of time business has taken to respond to complaint(s)
  • Business has failed to resolve underlying cause(s) of a pattern of complaints

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-8:00 PM
Su: 12:00 AM-6:00 PM

Licensing information is provided in the BBB Business Profiles to inform the public about industries that may require professional licensing, bonding, or registration. Better Business Bureau encourages you to check with the appropriate agency to be certain any requirements are currently being met.
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to substantiate their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
BBB reports on known significant government actions involving the business's marketplace conduct.
BBB reports on a company that is out of business for three years from the date the company closes its doors or ceases to do business.
BBB reports on unauthorized use of the Better Business Bureau's name and/or logo for as long as the business continues to use it in any advertising, or for one year after the business ceases any repeated unauthorized uses.
BBB reports on a business’s bankruptcy as long as the business remains in bankruptcy.
BBB reports when mail sent to the business was returned by the Postal Service.

Mattress Firm (Corporate Locations & Office)

This Business Is Not BBB Accredited

Mattress Firm (Corporate Locations & Office)

Customer Review Rating:

97%

Composite Score: