Customer ReviewsforMattress Firm (Corporate Locations & Office)

I went into a local Mattress Firm location in Bloomington, Illinois where I was told of a great deal on a mattress. I was told it was this price, a thousand dollars less, and then I could take advantage of a Friends and Family discount and take an additional two hundred off. I did not buy the mattress at that time, but when I went back in, there was a different person handling customers at the store. While the first associate wanted to "earn" my business and was very interested in selling me the product that night, the second associate looked at me that I was lying when I mentioned what I had heard and said that was never the case. I asked for a business card from the first sales associate, they said they did not have one and said he would e-mail me the details of the deal. I never received so the e-mail so I did not have a name when I went back in and the associate there that night did not make any real attempt to take care of me or find out if what I said was true, just dismissed it and dismissed me. I then called the corporate office to file a complaint. In the mean time I bought a new mattress elsewhere as I could not keep waiting while Mattress Firm tried to decide what to do or if they would do anything. I told them what happened and gave the person a specific time frame of when I was in and what day. I was told there would be an investigation and I should receive a call on the matter. It has been more than two weeks and I have not received any call or any type of follow-up. This is not good customer service. The fact that an associate would not provide a card to refer to or send out the agreed upon e-mail of the deal. The fact that no follow-up has been made is extremely poor. I do not plan to do any business with Mattress Firm, despite family stating they have great deals and financing, because of this incident. If anyone does, I would suggest getting in writing that very day exactly what they say, so they cannot renege on what was offered.

We sincerely apologize for your experience. A Corporate Escalations Specialist will reach out to you for further assistance. 

Bought a mattress from mattress firm. They sold us on the outstanding 10 year warranty that comes with it. Cost over 2000 dollars. At 6 years , the mattress developed depressions where our bodies lay and a hump in the middle. Contacted co. Sent in all info required. After several weeks we got a email saying our mattress didn’t meet requirements to replace it under warranty. Said they considered our case closed. We will never purchase from them again .

We sincerely apologize for your experience. Please allow a specialist to review your account. The specialist will reach out to you shortly.

Mattress Firm contacted me this evening and said they reviewed our warranty claim and was reversing their decision and would honor the warranty and replace the mattress. They said they would contact me with instructions to return the old mattress and receive a new one. Currently waiting on the email with instructions. Spoke with Mellisa from Houston,Tx office.

After contacting BBB the Mattress Firm Co. sent me a letter and called and said that they reversed their decision to not honor my mattress warranty. They admitted they thought the mattress we purchased was of some different type and it was an error on their part . We received our new mattress today and are very pleased with it. Thank you BBB for your help in this matter.

Mattress Firm are so full of **** regarding their warranty for their products.. I had purchased my mattress in 2020 for my scoliosis after having my mattress for a month it started dipping and slouching on one side..I’ve tried going thru the warranty dept and found out that the mattress that was sold to me was an Outlet mattress and not the store mattress I’ve chosen.. To where I was told they couldn’t exchange it because of that issue.. I was sold a different mattress from what I’ve chosen inside of the store and been told I’m just stuck with it unless I buy another one at a discounted price.. I will never purchase anything else from this scamming ass company.. They are ripping people off and don’t abide by their warranty. Most likely you don’t end up with the bed you paid for and get a an Outlet Mattress. I rate this company at a negative -0.. They don’t even derserve 1 STAR from me.. I see I’m not the only person they’ve done this too.

We sincerely apologize for your experience. Please allow a specialist to review your account. The specialist will reach out to you shortly.

My husband and I bought a mattress and adjustable platform in early September in Longmont CO for the Labor Day sale. When the delivery people arrived they took out our old mattress and box spring without any issues. Our bedroom is on the small side, but can manage the movement of furniture with some planning. When they brought in the new mattress they set it on its side and leaned it against a dresser that had an antique lamp with a glass lampshade, knocking the lamp over and breaking two glass panels in the lampshade. They were very apologetic, and my husband talked to their supervisor on their phone, who assured us that they would pay to have it fixed. We brought pictures of the broken glass pieces to Mattress Firm and showed Jen, the salesperson we bought the mattress from. She said she would need an invoice and then would send it to her manager. I made dozens of calls, trying to track down a business that could make colored glass panels that have a bend in them (apparently this is difficult to do, as I found only one glass studio, 50 miles away that said they could do it). My husband drove to the glass studio with the broken pieces and one piece still intact, so they could make accurate measurements and give us a quote. In early October we got a price quote and gave it to Jen at Mattress Firm. Since then we have checked in with Jen and other employees at Mattress Firm, asking for them to honor their promise to replace the broken glass. Jen explained that decisions at the manager/corporate level are slow to happen, and encouraged our patience. Meanwhile the glass studio has reached out, asking if we want them to make the panels, as the panels we sent are still sitting there. It is now the end of December and I cannot imagine why it is taking so long for someone to let us know that they will pay for replacements of items their company broke. I am very frustrated with the customer service at Mattress Firm.

We sincerely apologize for your experience. Please allow a specialist to review your account. The specialist will reach out to you shortly.

I am within my warranty and the mattress sagging on both ends. I even purchased a metal frame to see if that would make a difference. They claim that the frame voids the warranty and it's a fire hazard while they are showing wood frames mine is metal. I am not sure how that is a fire hazard and what a fire hazard has to do with voiding the warranty. Absolute garbage avoid the warranty avoid buying from them. I spent thousands of dollars on this mattress and was promised the warranty is easy to use if there are any issues absolute car salesman tactics avoid! My Mattress Warranty Case 04398192

We sincerely apologize for your experience. Please allow a specialist to review your account. The specialist will reach out to you shortly.

Ordered a twin mattress - received a California King! You can't make this up!

My Mama is suffering debilitating back pain and spends all day every day in bed. We are not rich and have barely got by most of our life. This was actually going to be my mama's first new bed in her whole life. I paid good money (more than her monthly income) for a new bed and pillows for my mama. The whole experience was a nightmare. I live in California and had to orchestrate the sale, delivery and disposal of my disabled, bedridden mom's bedding material. This was necessary because I got a call from a friend that went over to check on her and reported to me that not only was she enduring great pain, she was also covered head to toe in bug bites. I was horrified and heartbroken, I hired and exterminator, paid my friends to wash all her clothes and arranged for them to be there when the bed was delivered so that they could throw away everything to do with the old bedding, cover the new mattress and pillows and put all new bedding down. As soon as the bed made it in the house the other associate started exclaiming "Oh No!, We can't do this!, you got BUGS!" He starts snapping photos continuing to exclaim "Nasty!, Nope!, No way, you got bugs!" My elderly mama starts crying and feeling ashamed. "No, we can't do any business with someone with bugs!" He instructed the guy to carry the mattress back down the 2 flights of stairs. My friend tried to negotiate any way possible they could get them to leave the new mattress so they could get my mama out of the situation she was in. It was to no no avail, my mama just held her head down and cried feeling embarrassed. The delivery guy hauled the bed back down the 2 flights of stairs and loaded it back in the truck and they took off. I thought the treatment of my disabled elderly mother was unacceptable. So I demanded a refund. A month later and the money had still not been returned. Turns out customer service started a refund, entered into the computer that it was done but flagged it for manager approval.

I bought a floor model mattress to get a firm mattress. $799 reduced to $699. It was uncomfortable for two days and unbearable on day 3. Only help they offered was another mattress for $500 and reduced it to $300. My mattress was not returnable. Just lose the $893 I just paid. They had an ad in the paper with a $2000 mattress for $799. I said I would deal on that. I was told they did not have either of the advertised mattresses and to come down to the store. I was told the district manager would contact me but did not. I have no recourse and they are not in BBB.

Our delivery people get a 10 rateing. So does the store. Salesman in midwest city.

Mattress sagged 4 inches several years before the warranty period was up. Warranty claim was denied because fitted sheet lint was attached to mattress.

We sincerely apologize for your experience. Please allow a specialist to review your account. The specialist will reach out to you shortly.