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) has 2816 locations, listed below.

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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

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  Mattress Firm (Corporate Locations & Office)

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

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  Mattress Firm (Corporate Locations & Office)

  19969 Katy Fwy Houston, TX 77094-1019

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  Mattress Firm (Corporate Locations & Office)

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

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:06/19/2025

  Type:Delivery 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 paid $1600.03 for delivery of a mattress and frame to be delivered may 26 2025. they slammed the mattress against my wifes dresser with glass breakables on it. The mattress started to slide and she had to catch it to stop it from falling. I ended up holding the mattress the rest of the delivery. They also damaged my door frame with the base and slammed the base on my tile floor damaging the base. When I called the store they reassured me they would refund the delivery charge and send sheets. They also stated I would hear back from them about getting my door frame fixed and they left me high and dry and havent bothered to reach out to me.

  Business Response

  Date: 07/02/2025

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

  Business Response

  Date: 07/02/2025

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

• Initial Complaint

  Date:06/19/2025

  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.

  We received a mattress delivery yesterday, from mattress firm. That would have been on June 18th 2025. This is an exchange for a mattress that did not work out. ***, the gentleman that sold us the mattress, was wonderful. Our issue is not with him. Our issue is with the trucking company. I had a scary experience where one of the two mattress handlers became very belligerent at my house. He was very agitated and angry. I was fearful for my safety and that should have never happened. I'm understanding that they fired this individual but now I am concerned that he knows where I live. He was unhinged. I don't feel that I should have to pay the upgrade of the mattress or the charges that I incurred switching this mattress out, due to what happened. I am very concerned for myself and for my children. They need to be more careful about who they are hiring to do their jobs. I've never experienced anything like this, in my entire life. I just spoke with the trucking company and they let me know they terminated this person's job, however that's actually not what I wanted to happen, considering he will know exactly why he was terminated. That is what concerns me and now I am worried about our safety. I would like mattress firm to take accountability for this.

  Business Response

  Date: 06/23/2025

  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:06/19/2025

  Type:Service or Repair 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.

  Got a brand new mattress delivered and when we opened it it went straight into the $150 protector and never touched until yesterday. Took the mattress off the bed and opened the protector to see mold growing on the under side of the mattress. Never had a spill, base is solid no moisture. Filed a warranty claim and in 15 minutes they declined it saying the mold voids the warranty. We'll no c*** that's why we are calling. They refuse to help. Would not recommend them at all. You can see the mold through the protective cover. Getting ready to file with the BBB and contacting local news.

  Business Response

  Date: 07/02/2025

  A corporate escalations specialist was able to reach out to the guest and facilitated an amicable resolution. We believe that no further action is necessary at this time. Should ******* require any additional assistance, he may reach out to us again.

  Customer Answer

  Date: 07/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  Sealy factory had a flood causing water damage and continued to sell mattress to mattress firm. I was offered a credit of $1600 for a $4000 purchase.  This mold was dismissed and they claimed it was our fault. I want a full replacement and an apology.  They knew this information and withheld it from us causing us severe medical conditions. 
  
   
  

  Business Response

  Date: 07/11/2025

  A corporate escalations specialist was able to reach out to the guest and facilitated an amicable resolution. We believe that no further action is necessary at this time. Should ******* require any additional assistance, he may reach out to us again.

  Customer Answer

  Date: 07/30/2025

  [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:06/19/2025

  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.

  I opened a claim number for a purchase we made back in 2015 with a 10 yr warranty on a box spring. Claim number ********. I was told that I do not have a warranty as the box spring was a promotional item. When they offered the box spring I had concerns about the warranty and was assured it would be covered. They noted in the comments section of our receipt that the entire set would be under warranty for 10 years. I am being told that the employee should not have done that and it is not under warranty. I have in writing from your company that it is under warranty, so this is unacceptable. This receipt is uploaded to that claim so you will see it. It is not my issue if an employee screws up. The company needs to stand behind what they put in writing. At this point we would just like the box spring replaced as it should be under the warranty. The fact that I have had to spend time fighting this is ridiculous since I have it in writing from your company.

  Business Response

  Date: 06/23/2025

  Mattress Firm is in receipt of the complaint filed by Ms. ******** A Client Advocate Specialist connected with Ms. ******* 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 Ms. ******* require additional assistance, they may reach out to their dedicated Specialist.

• Initial Complaint

  Date:06/18/2025

  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.

  I purchased a mattress from mattress firm in march 2025. The in store *** said the mattress and accessories could be returned without charges within 100 days. I have returned the mattress and now the store is saying I must pay a 250 restocking fee and the unopened sheets and protector are not returnable. They were free but now I have to pay for them.

  Business Response

  Date: 06/25/2025

  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, he may reach out to us for further assistance.

• Initial Complaint

  Date:06/17/2025

  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 the TEMPUR-Ergo Adjustable Base and at first worked fine. Shortly after (less than a week) the base stopped working. I have called numerous times requesting for service and my base is still not working. I have made various appointments and they would give me a day, and no time slot. And then would not show up. I finally had a worker come to my house and still the base is not working and I have not been given a solution. At this time, its clear the base is damaged and I will need a replacement or my money back. Additionally, I continue to make the payments for a base that is not working.

  Business Response

  Date: 06/18/2025

  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:06/16/2025

  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.

  On 4/26/2025, I purchased a **************** mattress, Sleepys Deluxe Adjustable Base (Queen), and a 10-Year Base Protection Plan from Mattress Firm (*****************), assisted by a sales *** named ****.The adjustable base turned out to be incompatible with my headboard and mattress configuration. This issue could not have been discovered in-store and only became clear after in-home delivery and installation. I contacted **** immediately to request a return. His initial response was that the base was final salea condition that was never disclosed to me at the time of purchase. I later received a PDF invoice via email after payment was finalized, and only then did I see the small-font No Returns No Exchanges language buried under discount notes. This post-sale disclosure is misleading and arguably deceptive under New York consumer protection laws.When I challenged this, **** and store management agreed to accept the returnbut only if I paid for return shipping and accepted store credit. This is not aligned with any posted return policy and provides no fair remedy for a product that cannot be used. The 10-Year Protection Plan I paid $150 for is now useless as well, and no refund was offered for that either.This experience reflects poor sales practices, lack of transparency, and disregard for customer satisfaction. I am requesting a full refund of $750 for the base, $150 for the protection plan, and a return arrangement at no cost to me. I have full documentation of the purchase and communication history and am p***ared to escalate further if this is not resolved.

  Business Response

  Date: 06/27/2025

  A Corporate Escalations Specialist attempted to contact Mr. ******* to address his concerns on 6/18, 6/24 and 6/27 to no avail. Detailed messages were left with return contact information. As we take customer complaints very seriously, Mr. ******* can contact the escalations specialist back at his earliest convenience.  
  
  
  

  Customer Answer

  Date: 06/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I have been contacted by Corporate Escalations Specialist and spoke with Corporate Escalations Specialist. I was advised that the Corporate Escalations Specialist would handle the issue to resolution and not to contact the local store as the Corporate Escalations Specialist is taking over the escalation. The response provided by Corporate Escalations Specialist to BBB is inaccurate and does not reflect the actual nature of my conversation with Corporate Escalations Specialist. Information provided by Corporate Escalations Specialist to BBB has been misleading. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 07/01/2025

  A corporate escalations specialist was able to reach out to the guest and facilitated an amicable resolution. We believe that no further action is necessary at this time. Should Mr. ******* require any additional assistance, he may reach out to us again.

• Initial Complaint

  Date:06/15/2025

  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.

  We purchased a "renewed" purple mattress from mattress firm in *********** (******) on November 2, 2024. We were told the mattress would be in like new condition and had been tested, cleaned, and passed inspection. We have had the mattress for seven months now, and it is horrible. We have discussed options with mattress firm without resolution. Mattress firm told us in person that they would replace the mattress with another, but upon delivery, refused to deliver, with the new mattress IN OUR HOUSE ALREADY because of some light stains from normal use on the other mattress. We cleaned it as instructed by mattress firm, and no resolution. We contacted Purple, the manufacturer, with no resolution as their warranties are handled by the store, Mattress Firm. The mattress has known issues. It has broken down around all edges, leaving coils exposed and ripped through thin fabric. We spent a LOT on this mattress and it's warranty, to not be provided any service. We ended up able to terminate the contract via progressive leasing, but still spent over $2200 on the mattress.

  Business Response

  Date: 06/20/2025

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

  Customer Answer

  Date: 06/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  The escalations department only offered a partial credit of our original purchase price, less than what the store had offered. I informed the escalations department that we had purchased a new mattress from another store already and wanted to at least be able to use this credit for additional items. The conditions of the offer sent after I agreed states they must pick up the original mattress still, and I will have to remove the cover and try to wash it as the original sales person did not disclose to us that any stains on a mattress meant it would void the warranty that we purchased additionally. We visited our local store and the associate gave us a better deal, hopefully it comes through as we are expecting a delivery on Friday, but if the delivery crew FOR THE THIRD TIME refuses to take this mattress that was very obviously defective when we purchased it as a renewed one, then I will still have a problem. I would like my full amount refunded if this delivery doesn't go through. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Business Response

  Date: 07/04/2025

  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.

• Initial Complaint

  Date:06/12/2025

  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.

  I purchased this bed 12/2024 and a mattress. The bed broke in April and I have been trying to contact mattress firm for a replacement.. I have been given numbers for the manufacturer I have called the number on my receipt several times. I finally received assistance with a representative in the Orleans mass store.-as nobody wanted to deal with this because this was an online purchase with mattress firm. She arranged to have a bed ship directly to me, however it did take two weeks and in the meantime, my husband and I have sleeping with our heads at the opposite end to avoid the whole of the slant.. my husband finally went out and purchased another bed, brought it home and put it together so when this bed arrived, we no longer need it and we have the old bed that I was told to bring to mattress firm. This is more aggravation than its worth.. My husband did not want to put another bed together from mattress, firm and have to go through all of this again.. the bed lasted four months, which is ridiculous. We are not large people.. I would like a refund for this purchase and information what to do with the broken bed and the new bed that is in the box that has not been opened. Ideally, I would like someone to pick this up at my house..

  Business Response

  Date: 06/19/2025

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

• Initial Complaint

  Date:06/10/2025

  Type:Delivery 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 ordered a mattress online with an estimated delivery date of May25-27. The online tracking STILL says preparing order weeks later. I went on the website and the automated chat bot cant help. I have called the local store multiple times (they keep saying they will get back to me with answers but its been weeks with no reply). They have taken my money, not provided the mattress and have no one available to help fix the situation.

  Business Response

  Date: 06/12/2025

  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.