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Business Profile

Mattresses

Mattress Firm (Corporate Locations & Office)

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

This profile includes complaints for Mattress Firm (Corporate Locations & Office)'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Mattress Firm (Corporate Locations & Office) has 2816 locations, listed below.

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    Customer Complaints Summary

    • 1,089 total complaints in the last 3 years.
    • 329 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/22/2025

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 21, 2025 my husband and I purchased a split king mattress from Mattress Firm. I had a tempurpedic king and wanted to replace it. I had the adjustable base and bought the split king mattresses. I asked the sales person if they would be able to program our remotes for the bed since I had a king and only one remote was being used and it would have to be programmed to have the mattresses work independently of each other. She told me the people delivering it would take care of it. The mattresses were delivered on July 12th and the delivery people told me they did not know how to program the remotes and had other deliveries to attend to. I called my salesgirl while the delivery people were here and she spoke with them and then she told me she would take care of it and call me. It is now July 22 and I have yet to get a phone call from her or anyone at the store. I have called numerous times and am getting the runaround. I just want what I paid for. My contract says "Mattress setup and Haul Away". They delivered it but did not do the "setup".

      Business Response

      Date: 07/24/2025

      Mattress Firm is in receipt of the complaint filed by **** *******. A Client Advocate Specialist connected with **** ******* and was advised the order was cancelled. 

      Customer Answer

      Date: 07/25/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  





      Re:  Mattress Firm 
        
      Gentlemen:  This complaint is resolved.  I decided to cancel my order and not deal with them any longer.  I'm too old for their *** 
      Thank you for your time. 
        
      ********* *** **** ******* 



       

    • Initial Complaint

      Date:07/21/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Re: Case# ******** I am filing a complaint against Mattress Firm because on February 27, 2025, I purchased a ************************************** from the store located at ********************************************. I paid $1,274.87 for the mattress. During the purchase, I was told that the Mattress has a 20-year warranty. On July 19, 2025, I contacted the ******************* because the mattress was no longer providing the necessary support for my body. The ****************** instructed me to submit photographs of the mattress with my claim, and two (2) days later, my claim was denied, stating that the inspection report found that the measurements met the manufacturers standards and were considered normal body impressions. However, no proper inspection was ever conducted.Following my denial, I submitted a letter to Mattress Firm explaining that images and photographs cannot provide complete information about the experience of lying on a mattress. Physically lying on the mattress allows for a more thorough assessment by enabling the detection of concerns like sagging or lumps that may not be visible. Lying on the mattress shows how its support system reacts to your weight and highlights any areas lacking support or causing discomfort. The mattress I purchased from Mattress Firm is no longer providing the necessary support for my body. When I lie on the mattress, it sinks in and I can feel lumps. I also feel the mattress sagging on one side, causing discomfort to my hips, shoulders, and back. Sleeping on the wrong mattress can lead to or worsen lower back pain by failing to support proper posture, straining muscles, and misaligning the spine. Clearly, the mattress is defective; however, Mattress Firm is refusing to honor my claim. The company has declined to issue me a refund or a replacement. This is an awful way for a company to conduct business or treat a customer.

      Business Response

      Date: 07/23/2025

      A Corporate Escalation Specialist successfully contacted the guest Ms. ****** and facilitated an amicable resolution. We believe that no further action is necessary at this time.Should Ms. ****** require any additional assistance, Ms. ****** may reach out to us again.

      Customer Answer

      Date: 07/28/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  



       

    • Initial Complaint

      Date:07/16/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      June 4 I purchased a mattress from Mattress Firm and it was delivered on 6/7/2025. When it arrived I noticed that it was not the item I tried out in the store. I immediately returned to complain about this. The Asst. ******* and another employee bombarded me with ticket numbers trying to convince me that I had the item I requested. In my view, a bait and switch tactic! Most sane people know the difference in a product in a 4-5 day span of buying it, but in fairness to the firm I agreed to try and live with it. After enduring a more than shoddy product and having to sleep on my couch for comfort, on 6/29/2025 I requested my money back. I was told that a restocking fee of $250.00 was required to settle the contract. I not only think this unfair, but poor business practices.

      Business Response

      Date: 07/17/2025

      We are in receipt of Mr. ********* Better business Bureau complaint. As we take these complaints seriously, we will continue working with Mr. ******* to find a resolution. The guest was provided with the contact information for the handling Specialist.

      Should the guest have any further questions, they can contact their Specialist directly.

    • Initial Complaint

      Date:07/11/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Entered by BBB staff AT. The consumer purchased a mattress and paid approximately $5,000.00, including financing. The mattress was delivered on May 30, 2025. The consumer called  the business to report that the mattress was not comfortable on one side; she thought it was not made correctly. The business told her to flip the mattress; she does not want to do this and she felt that she shouldn't have to flip it.  Also, the mattress she ordered was to be 80"; the mattress she received is 77'.  Due to the problem with mattress and that it was not the correct size, she asked for a replacement; the business told her to wait 127 days. The consumer has called the business several times to request a replacement; she does not want to wait 127 days. The consumer feels she has been treated disrespectfully when relaying the problems with the mattress and no longer wants to work with the business; she wants to return the mattress and get a full refund.

      Business Response

      Date: 07/15/2025

      Mattress Firm is in receipt of the complaint filed by Ms. ******** A Client Advocate Specialist connected with Ms. ******* and they are working towards a resolution. Once Ms. ******* submits the requested photos of her mattress, the Specialist will reach back out to confirm. 

      As we take these complaints very seriously, we believe no further action is required at this time. Should Ms. ******* require additional assistance, they may reach out to their dedicated Specialist.

    • Initial Complaint

      Date:07/10/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased my $1300 bed from this company I have a warranty on my bed falling apart I have reached out to this company for my repair and no one has responded

      Business Response

      Date: 07/15/2025

      We are in receipt of Ms. ******** Better business bureau complaint. As we take these complaints seriously, we will continue working with Ms. ****** to find a resolution. The guest was provided with the contact information for the handling Specialist.

      Should the guest have any further questions, they can contact their Specialist directly.

    • Initial Complaint

      Date:07/09/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased an adjustable bed frame with a **************** mattress 2 years ago. At that time Mattress Firm delivered a wet brown stained stinky all the way across the mattress. Then the delivery men told me it was wet from rain leaking in the building and they couldn't take it back because it was stained!!! Well they certainly did but left the stinking thing for 4 days in my house and removed it when brought another one. Since then the mattress has a hole in it there is ***** like dust accumulated in every button hole and my robot vac fills up with ***** dust and huge fibers every week when I vac under the bed. I cannot see under the bed to look at the mattress. I tried to file a warranty claim with ***************************** who advised me I had to call the Mattress Firm store where I purchased. They told me I had to file online. So I tried to file however Mattress Firm kept asking for more and more pictures. They wanted a picture of the adjustable frame Wrll I cannot move that 14" queen size mattress off the frame so I told them to just forget my claim. I would just tell the BBB post negative reviews on ******** & tell my friends don't buy from Mattress Firm.

      Business Response

      Date: 07/17/2025

      A corporate escalations specialist was able to reach out to the guest to try and facilitate an amicable resolution however the guest declined the offer that was presented. We have notated ********* account regarding the offer being available if she decides to accept it. We believe that no further action is necessary at this time. Should Mrs. ****** require any additional assistance she may reach out to us again.

    • Initial Complaint

      Date:07/04/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We went to the *************** location in ********* **. We went to mattress firm because we wanted a 120 sleep trial. That was the main reason for choosing this company. We decided we wanted a tempurpedic but wanted to try a split king. They told us they had one available at their outlet location, told us how they are sanitized but never said that by purchasing from the outlet you dont get the sleep trial and cannot return. We went to the outlet to make sure the mattress was in decent shape but they wanted us to come back to their store so they could get the sale. We bought it and then decided we loved the tempurpedic but hated the split. It wasnt until I called to exchange that they said it couldnt be returned and that it said that on the receipt. It was emailed to us and we didnt even look at it after purchasing. I feel they completely mislead us and I would have never agreed to buying a non returnable mattress when we chose this company simply because we wanted to be able to have a sleep trial. After talking to the district manger he said he still could not exchange the mattress.

      Business Response

      Date: 07/09/2025

      We are in receipt of ****** ******* Better Business Bureau complaint. As we take these complaints seriously, we will continue working with ****** ******* to find a resolution. The guest was provided with the contact information for the handling Specialist.

      Customer Answer

      Date: 07/11/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  



       

    • Initial Complaint

      Date:07/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Two years ago, I bought a $3,000 mattress from Mattress Firm. When the mattress was delivered, the delivery men cut the law mattress tag off, and when we asked if that was important, we were told no. That as long as the stick on the mattress was there, we would be ok. About 2 months ago, that bed started falling apart. I filed a claim and was told that if I did not have the "law" tags, I could not file a claim, which I did not have because they were cut off. So we went to the Mattress Firm in ********, where we got the original mattress and talked to *****. He told us there was not much he could do, and sold us a bed for $1,600. When that bed was delivered, it was not the same bed that we picked out. So we called them back, and we are having that mattress picked up and returned on Monday. We had to go to another store and spend $1200 on a new mattress. I would like to either be refunded some of the $3,000 of the original mattress or the $1200 that I had to spend for the new mattress, as the first one broke two years in, and the second one was not the one we picked out.

      Business Response

      Date: 07/16/2025

      Mattress Firm is in receipt of the complaint filed by ****** ***********. A Client Advocate Specialist connected with Mrs. *********** and was able to come to an amicable resolution. 

    • Initial Complaint

      Date:07/03/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Saturday, June 28th, 2025, I visited your store located at ***********************************************************************************************************. I walked in and was greeted by a gentleman, and I told him that I was just looking at mattresses. He said he would be my sleep expert. I walked to the left of the store and your ******** wanted to show me mattresses on the right side of the store that I had no interest in. He then told me I walked away from him. He was clearly bothered by the fact that I wasnt interested in following his sales protocol. When I asked if there was an issue with me wanting to look for a specific mattress, the other ******** said, Im sorry we got off on the wrong foot, which I appreciated him saying. I told the first ******** that I could spend my money somewhere and I again, just wanted to look at mattresses. Feeling like I was not welcome in the store, I told them I would shop somewhere else. I then asked for a managers name and number as the way I was treated was B.S., the first ******** told me that I had an attitude and therefore I could not get the managers name or number. The first ******** then told me to have a nice day and pointed towards the door. I overheard that ******** call me an a****** as I walked out of the store. So, Im kicked out of a Mattress Firm store, and called an a****** for asking for the managers name and number??? Mattress firm has serious issues with customer service at that store. I have never been treated that way before by a store that I was trying to spend my money with. Im asking that someone with Mattress Firm corporate or regional management please contact me in regard to this incident. Thank you!

      Business Response

      Date: 07/08/2025

      A Corporate Escalation Specialist successfully contacted the guest Mr. ******* and facilitated an amicable resolution. We believe that no further action is necessary at this time. Should Mr. ******* require any additional assistance, Mr. ******* may reach out to us again.

      Customer Answer

      Date: 07/14/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  



       

    • Initial Complaint

      Date:07/03/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a new mattress on 6-1-2023, and mattress firm said that I could finance it through synchrony bank for 12 or ************************************************** 24 months, just to make payments a little bit lower. I assumed that it would be financed like any other thing I have financed in the past and would be payed off in that 24 months. I enrolled in auto-pay, and my payment in July was $344 dollars. I thought the payments would remain the same, which would have indeed payed off the mattress in the 24 months, and I stopped paying attention to my monthly payments, since they were coming out automatically. No one at Matress Firm or Synchrony informed me about the rules during that 24 months, and when I received and email in June, 2024, I thought it was going to be and email thanking me for my business and for completing my final payment. Instead, it was an email showing that my balance went up almost $3,000. Infuriated, I started looking back at bank statements, and discovered that they indeed were NOT taking out $344 a month, and instead the payments got lower and lower every month, and still had a balance of $2187.98, prior to them adding *****% interest. I contacted them and was informed the payments got lower because the balance got lower. I was not told I had to figure out my own monthly payments to meet the deadline, and was under the impression my payments would remain the same as when I signed up for autopay. It was extremely misleading and they had no intention of me paying it off in the 24 months, because now they will get all of that retroactive interest, unless I made an immediate payment of $2187.98, according to them, which I can not do. I've never had to figure out my own payments when I finance a vehicle, and I thought that was the purpose of autopay, and I thought the first month's payment amount of $344 was going to remain the same. No one told me otherwise until they emailed me the new balance with all of the interest added.

      Business Response

      Date: 07/04/2025

      We are in receipt of Mr. ******** Better Business Bureau complaint and have discussed the situation with him. His feedback has been documented appropriately and we have provided information in regards to the most effective resolution moving forward with this situation.

    Mattress Firm (Corporate Locations & Office) is NOT a BBB Accredited Business.

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