Complaints

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

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  Mattress Firm (Corporate Locations & Office)

  10201 Main St Houston, TX 77025-5229

• 

  Mattress Firm (Corporate Locations & Office)

  9715 Fm 1960 Bypass Rd W Humble, TX 77338

• 

  Mattress Firm (Corporate Locations & Office)

  1340 Lake Woodlands Dr Ste B Spring, TX 77380-3288

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  Mattress Firm (Corporate Locations & Office)

  2505 Highway 6 S Ste A Houston, TX 77082-1752

• 

  Mattress Firm (Corporate Locations & Office)

  10012 Fm 1960 Bypass Rd W Unit D Humble, TX 77338-3516

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.

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Beautyrest BR800 13.5" Plush Pillow Top (Twin XL) for $512.99 during a promotional sale on 03/02/2025. The promotion also included a free adjustable base, and the price difference between mattress sizes was clearly $40 (the Queen size was $552.99 at the time of purchase).After receiving my order, I realized I needed a Queen-size mattress instead of the Twin XL. I contacted customer support, and they initially informed me there would be a $99.99 exchange fee, which I accepted. However, they later told me that the price difference had increased to $851.18 because the promotion was no longer valid for exchanges.This is completely illogical and deceptivethe difference between sizes was fixed at $40 when I made the purchase, and now they claim I must pay over $850 more for the exact same exchange. This is a classic bait-and-switch tacticthey attract customers with promotions, then refuse to honor the promotional pricing when an exchange is ************ make matters worse, after I left a public negative review, they reached out pretending to care but simply repeated the same scripted responses without offering a real solution. This seems to be a strategy to appear responsive in reviews while doing nothing to help the customer.Resolution Requested:I request that Mattress Firm honor the original price difference of $40 that was in effect at the time of purchase and apply it to my exchange. I am willing to pay the original $99.99 restocking fee that was initially proposed, making the total cost of the exchange $139.99 ($99.99 restock fee + $40 price difference).

  Business Response

  Date: 03/11/2025

  We are in receipt of Mr. ********** Better business bureau complaint. A specialist has reached out to Mr. ********* to offer a resolution. The guest informed the specialist that he does not wish to move forward with the offer provided.
  
  As we take these complaints very seriously, we believe no further action is required at this time. If Mr. ********* has any further questions he may contact us back at his earliest convenience

  Customer Answer

  Date: 03/12/2025

  Better Business Bureau,
  I have reviewed Mattress Firms response to my complaint ID ********, and I am rejecting it because they have not provided any meaningful resolution.
  In the attached chat transcript, it is clear that:
  I originally requested an exchange, fully expecting to pay the $99 restocking fee plus the $40 price difference that was in place at the time of my purchase.
  The representative initially confirmed the return processing fee but later changed the price difference to $851.18, claiming the sale price no longer applied.
  When I pointed out that the price difference between sizes was fixed at $40 during the promotion, they refused to honor it and insisted that exchange transactions were not eligible for the previous sale pricing.
  Their only solution was to force me to pay the full, non-discounted price, which is completely unfair considering I purchased under a promotional price structure that should still apply to exchanges.
  Mattress Firm is now falsely claiming that they tried to offer a resolution, but as the transcript proves, their resolution was simply forcing me to accept an excessive and unjustified price increase. This is a classic bait-and-switch tacticadvertise one price, then refuse to honor it for an exchange.
  I am willing to pay the original agreed-upon $99 restocking fee plus the $40 price difference, as should have been the case based on the sale conditions at the time of my purchase. However, I will not accept an arbitrary price hike of $851.18 due to deceptive exchange policies.
  I request that Mattress Firm be held accountable for misleading pricing practices, and I urge them to either honor the original sale price difference for my exchange or provide a valid explanation as to why they believe such an extreme price increase is justified.
  Sincerely,

  ****** Menarvino
  
  
   

  
  

  Business Response

  Date: 03/12/2025

  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:03/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 mattress from Mattress Firm, which came with a bundled free bed frame as part of the promotion. However, after a short period of use, the mattress developed significant pilling and quality issues, which should not occur with a high-quality product.When I contacted Mattress Firms customer service to report this issue and request a return, they agreed to accept the defective mattress but informed me that I would have to pay for the free bed frame if I proceeded with the return.Why This is ************************ mattress is defective, so my return request is not based on preference but on quality issues.2.The bed frame was advertised as a free promotional item, and I was never informed that returning the mattress would make me liable for its cost.3.This policy feels deceptive and misleading, as it forces customers to pay for a product they did not initially purchase separately.Requested Resolution:I am requesting Mattress Firm to:1.Allow me to return the defective mattress without charging me for the promotional bed ************** and revise their return policy to ensure customers are clearly informed about potential hidden costs when returning defective items.I believe this practice is misleading and unfair to consumers. I appreciate BBBs assistance in resolving this issue and ensuring that Mattress Firm upholds ethical business practices.

  Business Response

  Date: 03/12/2025

  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.
  
  

  Customer Answer

  Date: 03/15/2025

  [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:03/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  My wife and I purchased a new adjustable bed and purple mattress from a fair vendor from Mattress Firm in September. We decided to purchase one since our daughter had told us about the great deal she had received from the vendor and she put us on the phone with him and he told us he could do the same for us. So we went to the fair and he ran my credit, I was approved. I signed on the amount and we were on our way. After receiving the delivery and my credit card arrived and I set up my online info, we saw there was an additonal charge for over $3300 more than what was agreed upon. We tried several times reaching out to the *** and he said he would take care of the situation before we needed to make a payment. This never happened. Then we filed a dispute and mattress firm said I was responsible for the charges. Then I reached out to the corporate office who said they would have the head of the vendors department reach out to me to take care of the matter, which they haven't done anything still. And all during this time, my time passed by to be able to return the bed and mattress for a refund on all these charges. Now I've been paying more than the payment I was quoted for the entire bill and for my monthly payment. So after reaching out to 3 different people I have yet to have this matter handled and have my credit card charges resolved.

  Business Response

  Date: 03/12/2025

  We are in receipt of Mr. ********** Better Business Bureau complaint. The specialist was able to rectify the guest financing concerns & communicated the outcome with the guest. 
  
  As we take these complaints very seriously, we believe no further action is required at this time.
  
  

  Customer Answer

  Date: 03/14/2025

  [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 spoke with the representative and she was more than helpful with the matter. She said it would take about 2 billing cycles before the wrongful charge drops off my card balance. She said to contact her again should it not update. 
  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:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Both mattresses were defective. I slept on first one for 4 nights. It had a 1.5 inch dent, second one, slept 3 nights, had 1 inch dent. Both were too high and painful to get out of. Sales **** lied about that. Insisted option of returns. Took advantage of 87 year old senior. Ethical companies do not ignore calls and emails.Can forward copies of calls/emails if desired.

  Business Response

  Date: 03/14/2025

  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.

   

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 have a defective mattress, and two box springs, which were found to be defective by Mattress Firm on 2/21/25. All items are still under warranty. They send a letter stating such, and provide stipulations, one of which violates the law; “The delivery fee is a service provided and is not covered under the warranty. however, in the event your product is deemed defective, we will take what you paid for the inspection and apply it towards the delivery charge for the exchange (prices vary depending on market”
  Under Federal law, and the Implied Warranty of Merchantability, you cannot charge a consumer to; inspect a defective item; replace a defective item.
  Moreover, under the ********** ************ ******** ******** ***, if a mattress[or boxsprings]is defective, the seller must repair or replace it at no cost to the consumer. Charging a fee for inspecting a mattress would be considered unfair or deceptive.
  
  Under both ********** *** ******* **** a mattress company generally cannot charge the consumer for delivering a replacement mattress and box springs if the items are being replaced due to defects covered under warranty.
  
  On 2/21/25, after reading the replacement letter, I called to speak with a manager, MAYA, to let them know I’m lot incurring any delivery charges to have the mattress and box springs replaced. It’s not my cost to bear, I didn’t make them defective and I should not be out money because of it. Maya stated she needed to run it to upper management, and that she would call me back, and also send an email. I told her I wanted to speak with her so to leave a message.
  
  Since 2/21/25, I have not received a response from Maya, or Mattress Firm, regarding the delivery fee which violates the law. I tried calling in 2/28, but was unsuccessful in reaching Maya.
  Additionally, they put a 45-day window on affecting the return and replacement, and due to their lack of response, 1/5th of that time has been eaten up by their avoidance.
  Out of town till 3/9 thanks

• Initial Complaint

  Date:03/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Good day! to whom ever this message concerns, I purchased a mattress and platform from the Mattress firm on 7/28/2019. The item is supposed have a 10 year warranty on the mattress. I first filed a claim about 3 years ago when we first started experiencing discomfort in the way it felt when lying on the mattress and the claim was denied because they said they could not see any sagging. I filed another claim almost 3 weeks ago in February 2025 because its getting worse with the sag and tear at the underneath of the mattress and the mattress is under warranty, I took pictures the way they asked of the damages and sent them into the the warranty department and they denied the claim because of one stain that was on the mattress. So they did not consider the damaged coils or the tear at the bottom of the mattress. I think that they should honor the policy as for warranty defect regardless to if the was one or multiple stains. I have attached pictures showing the sagging and also the tear where you can see the coils in the mattress as well. I need help getting this issue resolved I would like for the BBB to step in and see if there is something that can be done to have this matter appealed and have my mattress replaced.

  Business Response

  Date: 03/04/2025

  On March 4th, 2025, a Customer Relations Specialist contacted Mr. ***** to address his warranty concerns. As an accommodation, Mattress Firm has agreed to offer the guest assistance. 

  As we take these complaints very seriously, we believe no further action is required at this time.
  

  
  

• Initial Complaint

  Date:03/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 purchase a mattress at the ************, Tn store on 2/12. The mattress was delivered 2/20.We told the salesperson we needed a very firm mattress and ask about an adjustable base. We shopped a couple of other places and decided we liked the mattress best. the salesperson had told use there was a 120 day sleep guarantee.The base, when activated will not work with the extra firm mattress. The mattress stays straight and you slide off the bottom. Doing research, it said the bases do not work with firm mattresses. The salesperson should have known this. we decided to return it and buy a box springs. Upon returning to the store on 2/26, the sales person said the 120 night guarantee does not apply to the bases. He said the warehouse was full of returned bases and they just did not take them back.This was not communicated in the original discussion. now we are stuck wit a $849 base that we can not use.

  Business Response

  Date: 03/11/2025

  Mattress Firm is in receipt of the complaint filed by Mr. ****** We were able to confirm that a return has been scheduled. Should Mr. ***** need further assistance they may reach back out.

   

  Customer Answer

  Date: 03/12/2025

  [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:02/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  **** in to purchase an adjustable bed. The bed started to make my back hurt. I wanted to return the mattress. The business told me they can only take the bed frame and not the mattress. I had to either sleep on the couch or get a air mattress because I couldn't sleep on the mattress. I have made a claim with them so they can come pick up the bed. I had to call the claim place and tell them Mattress Firm has still not picked up the bed. I have been in so much pain because of this bed. I had the bed for 6 months and now they are sending me a bill for something I'm not able to sleep in. I have never been to a place where the people did not take something I bought back. It was awful and I said I don't want it. The store treated me so bad and the ********** there started threating me and my friend and pretending to call the police on us. I want the bill to be removed from my record.

  Business Response

  Date: 03/11/2025

  Mattress Firm is in receipt of the complaint filed by ******** ***. A Client Advocate Specialist connected with ******** *** and addressed her concerns. 
  
  As we take these complaints very seriously, we believe no further action is required at this time. Should ******** *** need additional assistance, they may reach out to their dedicated Specialist. 
  
  

• Initial Complaint

  Date:02/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 bought a purple mattress and adjustable bed base For moving from *******, ******* to ********, ******. I started having issues with my purple mattress A few months after moving and looked into a warranty to get it replaced. Now I have had to pay even more money for another mattressto replace the first one and Im still having severe issues. It seems to be the same issue as before and I believe its the adjustablebed base. something is wrong with it and I barely use it since I got it, but its splitting my mattresses and sinking them. Ive reached outto see if there was something recall, wise or wrong with the adjustable bed base and never was replied to after being told it would be day or two to get more information. Its now been several weeks and sleeping is very painful and difficult with this issue. Both the mattress and the bed base are giving me issues and I am notpleased. I spent thousands of dollars for high-quality and good service which I have received in either. I am reaching out to find resolve and possibly refund to go to another company at this point for their business.

  Business Response

  Date: 03/14/2025

  Mattress Firm is in receipt of the complaint filed by ******** ******. A Client Advocate Specialist connected with ******** ****** and instructed her with next steps for a resolution. We have not received the requested photos to assit in her matter. The case is still in progress until we receive it. 
  
  
  
  

• Initial Complaint

  Date:02/26/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  12/8/24, I purchased a Beautyrest king-size mattress and an adjustable base for $1249.99 + tax using a lease-to-own company to finance the purchase. Shortly after, I notified Mattress Firm that I was not satisfied with the bed and was advised to keep it a little longer to allow time for adjustment. 02/22/25, spoke with salesperson ***** about returning the current mattress and getting a different one. During our interaction, ***** attended to two other customers, leaving us waiting and causing us to miss out on a mattress at a cheaper price. We were finalizing the sale on a different mattress when the manager yelled across the building that since we purchased the bed through *******************, the refund would be sent back to Progressive. We explained that we had paid off the lease using Progressive's 90-day early payoff option before visiting Mattress Firm, and we were aware that the adjustable base was non-returnable. Furthermore, we did not want cash; we simply wanted to use the credit towards purchasing a different mattress. The manager was aware of our intention to return the mattress and purchase a different one and knew how we paid for it, yet she never mentioned Mattress Firm's policy regarding ********************We spent approximately two hours at the store, and despite our clear communication, every employee we spoke with since the initial purchase knew we used a lease-to-own company and never informed us about this policy. As a result of not being able to get a new mattress within the 120-night sleep trial, we were forced to spend additional money on a mattress topper to try and make the bed more comfortable. Additionally, we even requested that they schedule to come pick up the bed, and all they did was show us to the front door and said that they would reach out to us later, which never happened. This experience has been incredibly frustrating, and I urge others to avoid purchasing anything from this company.

  Business Response

  Date: 03/11/2025

  Mattress Firm is in receipt of the complaint filed by Mr. ********** A Client Advocate Specialist connected with Mr. ********* and was able to come to an amicable resolution. 
  
  As we take these complaints very seriously, we believe no further action is required at this time. Should Mr. ********* need additional assistance, they may reach out to their dedicated Specialist. 
  
  

  Customer Answer

  Date: 03/12/2025

  [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.