The staff was very knowledgable and spent a good bit of time trying to help my wife and I come up with a solution to our different needs. We purchased two twin xls with adjustable bases. And it has worked out perfect!!!!!

Beware of this company.. No integrity. Do not buy from Mattress Firm. Several years ago, we purchased an expensive mattress from Mattress Firm which started sagging. The website glitches and lack of customer service made the claim process so cumbersome and it took years to file. They denied my warranty claim and offer me 20% off on a new mattress. The inspector “found” a “stain” that is hardly visible (probably reflection from the light) and the claims department then deemed that it invalidated the warranty claim. The inspector was probably instructed to “find” a stain. Do not do business with Mattress Firm as they do not stand behind their warranty guarantees.

Absolutely loved servicing the employees that work here with & thru fooda !!! Awesome place to Visit

Terrible experience with this company the Matress they sold me is giving me back and neck pains both me and hubby the Matress is only 1 month old I dont want it they want me to pay 10% plus delivery at Waterford Lakes in Orlando

We bought the exclusive Texans mattress and after 1 year the mattress is bulging so much on one side that it is almost past the bed frame. (Im 5 11 200lbs so not over-weight by any means). We got approved for a warranty claim and ordered a new Nectar mattress in store. The mattress had an estimated delivery of 4 weeks. It has been almost 8 weeks and still no mattress. Every time we call corporate or the retail store they just keep giving us the run around saying basically there is nothing they can do besides allow us to order another mattress. All the other mattresses are too high in cost. I really wish I would of went to Conns or some other place. Conns across the park lot had the Nectar mattress on the show room floor and in the box, which we could take home the same day.I will say Mattress firm is good if you find the mattress you want, and it is in stock. But when you run into complications with your order, you are SOL buddy!!!!!Oh and lastly, you cannot use the warranty claim credit to buy a mattress at its sale price. You must buy the mattress at the full retail price. That way they can make more money off you the second time around 😉....

I want to personally thank Mr. Steven at the Eldridge Parkway location in Jersey Village for being an AMAZING AND PROFESSIONAL PERSON! HE WAS SO SINCERE AND SWEET THAT I BOUGHT MORE ITEMS BECAUSE OF HIS CUSTOMER SERVICE. I called this morning looking for a particular item and he was so helpful and friendly. I went in the store and I purchased what I spoke with Mr. Steven about. An arrangement for delivery was also made the same day. There was miscommunication regarding the delivery driver and the price and I called Mr. Steven back and within minutes, he had the issue resolved. I called him back very grateful because I was going to be charged double the price I already paid! I am looking for another bed set and I want Mr. Steven to have my business. Great customer service! Great professionalism and great attitude!

Worst mattress and customer care I have ever had!

Bought a bunkie buddy online. Broke the first time I sat on bed. Took weeks of chats and emails to attempt to deal with problem (they dont have phone access ..everything is chats or emails)After waiting 14 days for refund they want me to fill out a new form! UNBELIEVABLE!

Awful Customer service - i had a terrible time rescheduling my delivery. They force you online to speak to one of their automated agents - which doesnt work - you cant actually speak to anyone. The best you can do is wait for a live chat agent when available. After spending nearly $2000 on a mattress you would think I could pick up the phone and talk to someone. Knowing what i know now, i wouldnt have ordered from them.

The worst experience ever in my life. I dont normally write reviews but I hope Im able to save someone from wasting their money. First of all, my mattress was damaged when being delivered. The delivery appeared to be making note of it. He advised that Id need to go back to the store from which I purchased to have a new mattress delivered. I did just that only to be told that I would need to speak with manager. I would later learn that the store didnt have a manager at the time. I returned to the store and was told again by a clearly biased individual that Id need to talk to the manager because only a manager could do the exchange. I was told my paperwork would be given to the manager and that shed contact me. I wasnt contacted as promised which didnt surprise me considering the person was prejudice I dealt with who just as I knew, could have done the exchange. The manager was no better. After a shouting match with the manager, she finally processed the return. I received another mattress with a small dark spot and thread dangling in various spots throughout the mattress. I couldnt request the first damaged mattress be put back on my bed because it had been dragged down a flight of steps and placed outside. So now I have a faulty mattress, Im not able to reach headquarters, and Ill never deal with the store I purchased it from. Im a very flexible person but this is ridiculous and unacceptable. Dont do business with this company.

This company is a scammer, they have delayed the delivery of my mattress twice, because they dont actually have the mattress in stock.

I would give 0 stars if that was an option! I purchased an adjustable bed frame and mattress from Mattress Firm and have had issues with both and cannot get anyone to respond. Finally had to dispute the charges with my credit card company.

Very unorganized and doesnt show compassion. Please go to another store to find a mattress. Customer service needs training on how to handle situation when it is their fault. Trust me go to Ashley Furniture

This is the worst experience I had with any company. My product came damage, there is absolutely no way to get to a live person. There is no option to report a damage item. There is a warranty drop down with no selection for such. I will never buy again. This company complete sucks. I will be writing a letter to corp. since you can not reach a live person there also.

This company is a complete joke, these people lied from the beginning. It took me 4 weeks for these people to come and get this mattress and adjustable base that was a piece of S*&^. The they want to charge me for the items. They have me messed up. They are not even worth a star!!!!

Really bad serviveI ordered a memory foam queen mattress and, 2 half weeks later still hadnt received a shipping tracking number, waited a few more days, i tried calling and they do not have phone customer service, so i had to do the online chat which wasted most of my 30 min lunch talking to a robot, finally got to talk to someone and found out after 2 weeks my order still hadnt been processed and that a message would be sent to the logistic dept, and it would take another 2-3 days and since it was friday it would be 5 days which would be a total of 31 days after i first placed my ordered. If he had said to hold on and he would call and find out what is going on then I think I would have felt better, but instead he was going to send an email, So i cancelled my ordered and 2 weeks later im still waiting for a refund credit to show up on my card, i ended up ordering a similar mattress from amazon and got it in 3 days and loving it, i would never order or recommend this company to anyone, order from amazon and get the same thing or better/similar and have what you want in 3 days.

Worst place I have EVER made a large purchase from. 5 weeks after the cash purchase still no delivery on my bed. Store clerk says she was not my sales person and just because the transfer truck didnt show up its not her fault. Wish I had NEVER walked into that store! Considering cancelling my order and going else where. DO NOT do business with them in Columbus, Georgia!

DO NOT ORDER FROM THIS COMPANY!!! I ordered a bed frame, mattress and box springs on July 18th. My original delivery date was August 15th for the frame and the 18th for the mattress and box springs. The 15th came and went with nothing. On the 18th the mattress and box springs was delivered and I was told the frame was on backorder but would be delivered on September 18th. On September 19th I was told that the bed was permanently out of stock and I could choose another frame. Later that day I was contacted again to say I had been refunded. I still do not have a bed frame and I dont understand why they couldnt have just credited my account until I picked out a new frame. They werent any hurry to send me any of the products so why should I have had to hurry and choose another bed frame!!

I found a mattress I was interested in purchasing through their website. Website said it would be delivered 27 days from now, but to call if I needed it sooner. I called and my telephone sales agent was Rolando Ortiz. He offered me a different, more expensive bed that could be delivered today by 8pm. So, I bought the bed. The bed was not delivered today. If you try to call customer service you get messages that tell you to use the Chat feature --not possible to speak to a person. I tried to use the chat feature -- its a bot. No humans and no one to help you. Terribly disappointed. Will not use this company again. :(

Place my order on December 10th. Per their website the mattress will ship 3-5 days. Today is the 19th and now they are saying it will be another 10 days. I received my box spring and frame but no mattress! I wish I went somewhere else but my good friend told me to go to them because he received his mattress is two days. Oh well. Now I know what I need to do if ever need another mattress...

WOULD RATE ZERO (0) IF POSSIBLE!Extremely poor Customer Service after the sale. We will never purchase another mattress from this company. They are all about making the sale, but after that you will not receive any support if you have issues.We purchased a brand new Sleepys Hybrid Firm mattress including adjustable electric frame and more. A little more than $2,000.00 worth of products.The mattress started bleeding through the cover with some sort of dye. We contacted the local sales office and they immediately told us they could not help us with a warranty item and directed us to the manufacture. We have been unable to speak with a real person as of this writing. We have owned the mattress for only 8 months. We have submitted all required information including photos to the companys website and have heard nothing as of this date.

Emailed the operations manager Joseph Jurenka in Bham AL three times this month (Jan. 2021) as well as sent him a text on FB messenger and I still have not received a reply. Im now sending a letter via USPS to the new Chairman, CEO of Matt.Firm hopefully he will reply. This is AWFUL!!!

Ordered 2 mattresses on december 4th. Waited 12 days for delivery... only for them to deliver only 1 and tell us the other was sent someplace else. Now we need a mattress. For what youre charging for off brand names you could at least deliver my stuff and not send it somewhere else!

My first experience with Mattress Firm today. And Sara B. was amazing! She helped us out a lot. Gave us great information and details. Her knowledge of the business and what I would need was truly helpful. Have not got our mattress yet. But as for Customer Service. I have to give it a 5 star rating just because of Sara B. Way to go Sara! Thanks a lot!

WOULD GIVE ZERO RATING!! This is one of the worst and CROOKED companies I have ever encountered. From the first day I purchased a mattress the poor experience began with an employee using my account to purchase a $6K tempur pedic mattress for himself which i found out by receiving a bogus invoice in the mail!Secondly, after only 6 months of having the original mattress I ordered (not tempur pedic, but a SLEEPYS memory foam) my mattress developed a depression in the middle of my bed after only a few months of having this mattress! I filed a claim with the warranty department and the claim was denied due to not having proper support system. On top of being frustrated about this inaccurate accusations, Mattress firm makes their customers jump through hoops to even submit a claim print! You have to print out a piece of paper to be used as a measuring tool and take 100 photos of your bes with a broomstick laying on top of your mattress. I hope this company goes out of business! They are soooo super shady!!

I have a problem witha store and my purchase but can not find anyone who will take my call. Worse cusomer service. Its great service, but once you pay for your purchase no one seems to care after that.

Dealing with MF has been one of the worst and frustrating experiences in my life! I originally had to wait 16 days for my delivery. I understood that it would take awhile due to Covid-19. Buy on my delivery date my bed didnt show up. Once I finally got in contact with someone a couple days later. I was told that I had to wait almost entire week for it to bw delivered. I canceled the entire order and asked for a return immediately! Since I NEVER received the product I assumed it wouldnt take very long. I waited the full 10 business days and nothing. I filed a complaint, and nothing. Here it is another week in and they wont answer my emails or return my money! Everything is automated and the only time you speak to an actual person is sales and they refuse to help AT ALL since it Not their department. These people are Thieves!

Customer service was fine in the store but a company literally telling you they can not schedule time because its too hectic is very unprofessional. they can not even work with the customer to adjust their schedule to get it delivered which very unreasonable

What a terrible company! Placed an order 6/28 with scheduled delivery for 7/20. Received an order confirmation which stated that I would get an email and phone call to provide a 2 hour delivery window. Neither the email nor the phone call came in by 3:30 on 7/20 (the day is was supposed to be delivered). Checked the status online and it says that the delivery is being scheduled and someone would contact in 24-72 hours. It also said to call the support number immediately if there are any issues with an order.Called the 877 number and there is no option to speak to a person about anything customer service related (though if you want to buy something they’ll happily speak to you). The phone line directs you to the web chat.Tried the web chat and once I made it through the bot long enough to get to the “transfer to agent” option it said no agents are available and to fill out a contact request form.Filled out the form (which allows no notes to actually state what you need help with) and all it said is “thank you for requesting a support contact”.I have never seen a company so intentionally hide from supporting their paying customers so effectively as this. They’ll blame COVID but in reality this is just plain theft. There are plenty of workers available to provide phone support. In this case they just just chose to take my money, not deliver the products, and block all potential avenues to contact them.Stay away from these people unless you want to be taken advantage of. As for me, I’ll be reporting the theft to the FTC, state’s attorney, and my credit card provider.This stellar review coming soon to social media!

Missed delivery dates. Phones are not answered by humans - just a circling phone tree suggesting you email them. Emails not returned for days. Chat feature on web does not help or get you to a person - just automated responses telling you to email. Dont buy from here.

How is it that I must pay a restocking fee for having a mattress replacement when I was informed that the product was obsolete and should have never been SOLD

Im writing this review as my husband is on the chat with yet another sleep expert because literally no one will call us back. Mattress Firm has changed our delivery date for our mattress 5 times in the last month and a half without notification what so ever. Sure, Covid-19 makes things crazy, but then we find out that the warehouse hasnt been stocked with the specific mattress since before we spent the money on it. Now were out the price of the mattress for almost two months, no delivery date, and an inability to speak with anyone. Sleep experts are also not replying to emails and if we have to talk to a robot on the chat again, Im going to lose it. Yes, a mattress shortage is happening, okay, we can handle that, but Mattress Firm needs to stop advertising sales on products they dont have with express delivery they cant offer. False advertising is going to be the end of this company along with poor communication and needless bureaucratic red tape. We will never spend another penny here. We are patient people, but six weeks of this unprofessional behavior is too much.

Im writing this review as my husband is on the chat with yet another sleep expert because literally no one will call us back. Mattress Firm has changed our delivery date for our mattress 5 times in the last month and a half without notification what so ever. Sure, Covid-19 makes things crazy, but then we find out that the warehouse hasnt been stocked with the specific mattress since before we spent the money on it. Now were out the price of the mattress for almost two months, no delivery date, and an inability to speak with anyone. Sleep experts are also not replying to emails and if we have to talk to a robot on the chat again, Im going to lose it. Yes, a mattress shortage is happening, okay, we can handle that, but Mattress Firm needs to stop advertising sales on products they dont have with express delivery they cant offer. False advertising is going to be the end of this company along with poor communication and needless bureaucratic red tape. We will never spend another penny here. We are patient people, but six weeks of this unprofessional behavior is too much.

Cannot get a live person on the phone. Delivery men ripped my new leather sofa. Store said they sent the claim to the third party contractor. Never heard from them.

Horrible crooked company. My husband worked there for two years and was treated very unfairly. Be careful they lie and ignore state laws and re-sell ALL of their returns without properly sanitizing the mattress. Their leadership should be put in prison.

I have waited and waited for proper replacement of items, first my order came with torn product, returned and took weeks to replace, then my mattress broke at the seam, they said that is a product problem and they called in for a replacement, which took weeks to arrive, and the replacement was torn and stained, and there is no response from anyone to take care of the matter. I am more than upset, and you cant get anyone from corporate on the phone, either they give me a full refund or they provide me with service I am paying for, high end mattresses and a human person to complain to. I would give them zero stars but cant.

Love working here!!

Worst customer service I have ever experienced. I cant talk to anyone as their system is only automated at this time, noone will call my back, noone will email me back. My delivery was scheduled 3 different dayes and still no mattress!! Will someone reach to me anyone at this point......

No Stars! I ordered a mattress last week online and it showed it would be here on Sunday. Also stated that I would get a call with confirmation date and time window, but nothing. I called the local store and the representative said the delivery date was on Friday the 17th. She tried to reschedule, but it wouldnt let her. The numbers online are useless and the email address that they request you to email no one contacts you back via email or phone. I understand that staffing maybe short due to COVID-19, but why say youre going to delivery on a certain day and not keep your word, but quick to take the money.

I have never had an issue with mattress firm, and my friends and family members have also ordered, without any issues. I have heard stories from others who had issues that happened with delivery or with a replacement item, but these things can take time, and all have been resolved properly!

Absolutely the worst. Ordered a bed frame, box spring and mattress online on May 27 for delivery June 4. Total no-show: no bed, no word from the company, nothing. No way to get in touch with them except for service requests, which are not answered. Will go to Visa Fraud Division next.

I bought a Purple 2 Mattress and Base early September 2019 at a Fair in the Tacoma, WA, area. When they warehouse set for delivery, they only send the base for delivery. I took a day off from work to receive the delivery and there is no quality control to make sure the order is right. Now, I have to take another day off to get get a different delivery. This company has no quality control or the ability to meet customers standards. I dont recommend ordering from this company.

Worst customer experience ever. Ordered via online chat. Three weeks later STILL didnt have half of the order (mattresses were delivered, but not the bases). In fact, they couldnt find the bases with the shipper. They would not return calls for days. They did not try to remedy the situation. They simply canceled the order and tried to charge me to pick up the mattresses, which were still wrapped in plastic and lying on the floor. They have yet to credit me the full refund, nearly one month later. This was a frustrating experience. I would NOT recommend Mattress Firm to anyone.UPDATE (05/22/19 1:46 p.m. EST): The full refund has been processed.

I bought the original mattress in march of 2018 2 months later it failed and got it exchanged. The mew mattress was delivered and it was good until December this year when it failed. I have a warrantyclaim but its been like pulling teeth to get a replacement because they say the manufacturer isnt delivering until 1-16-20. Meanwhile Im in pain due to the failed mattress and havent been able to sleep. Very frustrated and disappointed. If this issue isnt resolved soon I will sue mattress firm for faulty products.

We had a mattress delivered today. Couldnt get in my driveway because the delivery truck broke and knocked down a large branch. Accidents happen but they didnt even have the decency to tell my wife who was home at the time that they broke the branch. Customer service to make a complaint is garbage with an email that gets returned as undeliverable.

I’ll never purchase from Mattress Firm again! No one within this company can be trusted. The sales associates lie to make sells. I almost feel too intimidated returning this hard and very uncomfortable mattress. Almost! The corporate office never give you a live person to make complaints too. They don’t know what customer service is😡

I am a repeat customer and I give them two stars..the product and price is fair but the delivery service is horrific. I get a phone call that they will be there in 1/2 hour and Im waiting one hour. Theres a knock on the door. Im in the rest room and by the time I get to the door they are in the truck and pulling away. I was told they were suppose to wait 15 minutes. Not even 3 minutes passed. My camera caught it all. So I called the number the contracted driver called from, and she said we will be back later. This did not happen. When I called back the driver stated they are in another area and will not be back today. Great, this was a Christmas present that wont be given for Christmas. If you buy from Mattress Firm, I suggest you carry it home.

I went in looking for a bed for my new house and the gentleman greeted me at the door with a smile and found me the perfect bed within 5 min. They’re very knowledgeable and shared all the info I needed and more to find which mattress suited me best. 100% recommend to anyone looking to find an amazing mattress with amazing customer service

Mattress Firms Bedquarters is an awesome space! Nice campus with chill vibe. Clean and modern. Cool interior design and awesome people.

Impossible to find a contact number for the firm headquarters. Number listed on BBB where there are over 1200 complaints is a fax number. Good luck finding a responsible person to lodge a complaint with.

Two months waiting for the delivery of my mattress that is being sold on the website but is not in stock, they are literally scamming people, I do not understand how such a company can be doing this in the United States with impunity, the customer service is robotic and very frustrating not recommended at all

For the holiday season youd be best off not falling for Mattress Firms gotchas. Do not buy the Serta mattress and beware the Mattress Firm 10 year Warranty is a joke. I bought the iSeries 100 mattress and after 8 months it was unbearable to sleep in as you can see from the big lumpy area in the attached pictures. At night youd roll right into this area. I submitted my claim (Case Number: 02410070 ) through Mattress Firm and it was denied as they (Tiffany G) stated Based on the information you have provided, we have determined that your merchandise meets the manufacturers standards. They saw these pictures and literally said it was ok by their standards so I was stuck with this mattress with no refund or exchange option. After a few more months I couldnt bear it anymore and just tossed it and ate the cost. Totally unacceptable and very disappointed in both companies.

Wish I could give a minus stars mattress firm my ass mattress lies. After 2 mattresses was told it takes 2 months to break in. Had to buy the frame. We had to pay for frame when we returned mattress and still waiting for refund. This place sucks would recommend my dog to go their.

I remodeled my 8 year oId daughters room for her 9th birthday and I ordered 2 twin mattresses and a bunker on Thursday 12/12/19 for a guaranteed red carpet delivery on Saturday 12/14/19. I waited all day up to 3pm on Saturday for my delivery before I decided to call the store and inquire about my delivery. Well they told me they were not going to be able to deliver my order to me on this day because the product is out of stock. When I placed this order with the Reymundo the store sales associate, that was not mentioned to me and I spoke to him on several occasions. No one even bothered to give me a courtesy call. I had to call and check on the delivery status and was told this on the day of delivery at 3:00pm. Horrible customer service. I decided to cancel the entire order and now I have to wait until they process my refund of $417.00 dollars during this holiday season.I spoke to customer service and they told me that it would take up to 7-10 business days to process refund but this does not mean that I will be refunded after the 10 business days. It just means that’s how long it takes to process so in other words there’s no telling how long before I receive my money. This is I unexceptable!!!

I ordered a spa back in July, was told it would take approximately eight weeks to be delivered. We are going on nine weeks, was told it would be delivered on Wednesday I took half a day off and is not even in the area. The worst company on the face of the earth. Your salesman Nathan and Scott refused to call me, supervisors refused to call me. The Better Business Bureau is being contacted Monday morning. If I don’t get a call back on Friday I will post the whole text message from Nathan in me in regards to this whole situation, how rude he’s been. The company supposedly delivering the spa not even deliver on weekends. Customer does not get a choice.

I want to commend Josh Neil and Tyler Mair for their outstanding customer service over a 2 month period of dealing with my high demands, and always delivering. I work for a company where we build bunkhouses and supply beds for oil fielders, and it can be hectic keeping up with houses coming offline, along with the beds that go in them. There were a couple times I had forgot to order beds and called or emailed in panic and they saved the day and got them where I needed the next day. From the first day I contacted Mattress Firm they worked on many quotes for me to find me the perfect bed for the hard working men in Kermit, and Pecos TX. From there they were always very responsive to my calls/texts/emails making sure I got exactly what I needed. We will be using mattress firm in the future. Thank you guys for the great experience. I would recommend to anyone.

WORST CUSTOMER SERVICE & COMPANY I EVER DEAL WITH . I GIVE IT 0 STAR.THEY DONT ANSWER PHONE, THEY SEND YOU TO LIVE CHAT AND THERE NO ONE EVER ON LIVE CHAT.BUYER BE CAREFUL.

Wasnt comfortable with the guy Dan that called me re: possible employment. I felt like I was under interrogation with his questions. Its none of his business what other places Ive applied at. Or to elaborate on why I left a job. If its for personal reasons ( then he should understand personal means personal ) then your told you have to travel to other stores. Then he says you meet with one of the managers at a Panera ( yeah just no - something seemed sketchy and he stuttered a lot) seems pushy to get information out of you - I definitely would not work for them.

Really not happy with the Mattress Firm. Stay away from this place at all cost. We went to their Outlet Center in Willowbrook Mall to purchase discontinued mattresses for our master bedroom. Never really paid attention to the receipt until the next day. Upon looking at the receipt it indicated USED mattresses which they call industry refurbished. Called the Willowbrook store and did not get an answer. So I call another Mattress Firm location to stop the delivery. That store representative stated he cancelled the delivery. Later that day we received a call our delivery was on the way. Advice them the order was canceled. Now this 2nd man stated he would cancel the delivery. In less than one hour guest who was at our door? You got it, Mattress Firm delivery with used mattresses in hand. Anyway, when I called to speak with the store manager he was not available. He did return my call two days later. He blamed the reason we were not told that the mattresses that they sold us were used, on a trainee. However, that trainee had two experience people with her at the time the mattresses were sold to us. We paid 3/4 in cash and the balance on a debit card(same as cash). He advised it would be 14 days before a refund check would be issued. Call the corporate office and ask for Dawn, the one person that is supposed to take care of disgruntled or unhappy customers. Good old Dawn is supposedly the dispute resolutions person. Waited 5 days never received a call from this Dawn person. I drove 45 minutes into Houston to the Mattress Firm Corporate offices. Spoke with a Michael (think that was his name). Anyway he offered apologies and after 25 minutes total time in their office he returns with a check for the balance due. He was nice and helpful so I thought. . However, he did not state that when they write you a check and you take it to there bank, their account is setup to have you pay to cash a check for what they legally owe you. We got the old stick from Mattress Firm. Need I say, I do not recommend Mattress Firm to anyone. This was our experience. Never again

DO NOT BUY A MATTRESS FROM AN EVENT EVER! THEY ARE DECEPTIVE, DO NOT TELL YOU THAT YOU HAVE TO HAVE A CREDIT CARD TO FINANCE, AND WHEN YOU HAVE A PROBLEM, SUCH AS THE WRONG SIZE WAS ORDERED AND DELIVERED, YOU LIVE IN A VERY RURAL TOWN AND CANNOT JUST RETURN AND EXCHANGE THE MATTRESS BECAUSE THERE IS NOTHING IN YOUR TOWN, NOT EVEN A PLACE TO DONATE, THEY DONT HELP YOU. IM STILL FIGHTING WITH THEM TO GET MY MATTRESS PICKED UP. MATTRESS FIRM IS A JOKE!

I placed an order for a dresser for my soon-to-be granddaughter on Nov. 26. My credit card was charged; something a merchant doesnt usually do until a product actually SHIPS. I was told it would take 3-4 business days to ship. It has been 5 business days and still no word on shipping or tracking information. Their customer service line is a joke. Their on line chat never connects. Ive been on hold at least a half hour each time I have called. And these idiots have the audacity to send me a customer service survey--only to get my email information and send me annoying spam ever after. Worse on-line shopping experience I have ever experienced. Hope this dresser arrives before the kid is born in two months!

Customer service for this company doesnt deserve any star at all. I have been lied to several times. My transaction began in September of 2018, the mattress has been paid for by the leasing company and to this date my mattress has not been delivered and is not even on the system for delivery tomorrow October 17, 2018 again as promised and now I have been blocked from chatting with the companys service department and the mattress is no longer shown on their website as being available. The finance company is also trying to assist me with this purchase and are not having any success either in speaking to customer service. And now I am learning that they are not a BBB accredited company.

No good place to start here. After numerous attempts i fin ally got in touch with a live rep. paid the $79.99 to have someone come out to potentially start a claim. i was told i would receive a follow up to schedule an appointment in the next few day. 3 weeks later and nothing! after numerous calls again finally got in touch with rep was told to expect a call to set appointment in the next 24-48 hours! 3 days later and nothing! I will keep updating this post as time goes on. i am also irritated that i should even have to give them 1 star to post this, as they do not even deserve that!

I ordered a mattress from them when they delivered it they took a big chunk out of my bed with the boxspring. They said they were going to take care of it its been almost 3 months and all Ive been getting the runaround. They realize they cant fix it now that I guess they have to replace it or pay me for it and no one will contact me back Im about to deliver their mattress back to their store and then go on the military base and put them on the blacklist

Salesperson knowledgeable, delivery service excellent; however, 10 days or so after set up, I found a cockroach in my bathroom that adjoins my bedroom. Also found 2 I assume baby roaches on my floor (actually found the 1 on my leg). Lived in my house 47 years, NEVER saw one here. Called company, said too bad...mattresses are sealed at factory so couldn’t be their fault. Called Houston, can’t even reach customer service. So be careful if you order from this company. Never know extras you may be getting.

I am currently searching to email someone with the corporate office. I normally never leave emails for would leave a negative report but this experience has been horrible. I have purchased with Mattress firm before and had an awesome experience but this has by far been the worst.I recently ordered a base that was suppose to be here on the 24th of May. Dude to Memorial Day weekend my leasing office asked up to change the move in date until the following Tuesday May 28th. Delivery guy calls I explain to him and tell him hey I need this delivered next Tuesday. “No problem sir I will have my account manager contact you”...thanks.Never once heard from an account manager so I call the local store and tell them what’s going on. They say no problem sir we will have that taken care of and be in contact they following day is a Saturday and I still haven’t heard from anyone. So with good faith I assume that Tuesday will be the day. Still nothing Tuesday and I haven’t heard from anyone. I call later that day and talk to a local store because the number that was given to me never answered or returned my calls the first day I was put on hold and suppose in a “waiting line” to be called back. No one EVER contacts me. Finally Thursday May 30th comes and I get an email from “Inside Sale Report” saying sorry about the Inconvenience your delivery won’t be delivered until 6/22 please return this email so we can get you an exact date set up . I reply with this must be a joke please have someone call me ASAP. Once again never got a call nor did they reply to the email. Now I’m furious. Later that day I’m at work and have to stop work make a phone call and finally after waiting 30+ mins I finally got someone on the phone just for her to tell me the best she could do for me is set me up a date after the 6/22 and she can send me free pillows.This is barely a week into the month 6/5 and I won’t have a place to sleep until 6/22 actually 6/23 because she didn’t advice that I do it on the 22nd for whatever reason. I really do hate to be this person but when I woke up on the couch/Floor this morning I was furious. I would still like for someone to contact me by email is the least y’all could do.

If you don’t want the run around and the headache, go somewhere else! If you want the mattress you ordered and not a different mattress, go somewhere else! If you are told that you will get your mattress in a week, you will, but not the one you ordered! Almost 3 weeks have passed now waiting for the correct mattress, being told lies in the meantime about delivery dates. Don’t waste your time with this company! Go find a company that cares you might spend a bit more, but trust me it will be worth it.

The worst customer service ever. I was trying to return a mattress the day I got it and it took a week or more to even track down a customer service employee. Never again.

I purchased a Sleepy Queen bed on 5/24 and was told I got a great deal... delivery was scheduled on 5/28 but delivery never happened and then was rescheduled for 5/31 and again no delivery! Basically neither delivery ever got scheduled!... I have called and talked to 2 different people at this store even the store manager who promised to call me back and that NEVER happened! I tried to work with them but I just kept getting excuses and it was frustrating so I cancelled my order with such dissatisfaction. They want your business but afterwards you mean nothing!! Thanks for nothing Mattress Firm!

Terrible customer service and fraudulent warranty service. Submitted warranty claim on a sagging 6 month old Beautyrest full size mattress with their recommended box and frame all purchased/delivered/setup by them. Received the written response indicating the 10 year warranty is void because of inadequate support. When the store manager questioned them per phone call in my presence, they at first implied it was a queen. When corrected, rep said Beautyrest told them a different support system is required, but that was never told to stores and is still being sold with mattress. When this was pointed out and escalated to a new rep, she than verbally changed the reason for warranty refusal to measurements meet manufacturers standards yet this was not indicated on their original written response. Did not receive callback from manager. They are dragging the reputation of Beautyrest into the gutter with them!

Awful experience!!! Delivered a dirty mattress 3 times. Hours on hold with customer service. No call back from district manager for 5 days. Will never recommend this company and will tell all my friends and family not to purchase from them too. Go somewhere else to buy your mattress.

This is the worse company to deal with. They delivered a wet mattress to my home and here it is a week later and no one has been to pick up the mattress. When the truck showed up they messed up the order again and would not take the wet mattress back because the warehouse told them the order was to only drop a mattress off, not pick up the wet mattress.SAVE YOURSELF THE TROUBLE; SHOP ANOTHER STORE...

We had a terrible experience at our local Mattress Firm. I tried calling the corporate office to try to talk to a human, and every option the automated service gave me led to a dead end. Twice the automated service hung up on me. This company is dedicated to making things difficult for its customers.

My husband and I bought a mattress with the adjustable foundation earlier this year. Before the deadline we came in and told the salesman we wanted to return both the mattress and the foundation because they were not working for us. My husband could sleep on it occasionally, but I couldnt due to a history of multiple back surgeries it didnt provide the support I needed in relief from severe back and leg spasms. Due to this we were sleeping in a spare room.We told the salesman 3 (THREE) times minimum that we were done and just wanted them to pick them up but he kept pushing and my husband agreed to try another mattress. The only problem was it took over 3 (THREE) weeks to deliver which left us with a little less than 8 days to figure out if it was going to work. Needless to say it wasnt enough time. We are now stuck with a totally useless mattress and adjustable foundation that we feel we were forced to take, even after telling them no 3 times. We had to give away the one mattress we could sleep on together because theres no room in our house for it and are now on 2 twin beds we got at a yard sale. Were on S-Sec. and paying for a Useless Bed!

Went to pick up my mattress at 6:45pm the store was closed sign said open till 8pm. I made arrangement to pick my mattress up . now I will have to reschedule my family to help again and waste my time get another large car AGAIN! tried to call customer service, that was a waste of time can not get a person just a run around computer. tried to chat with a expert on the web site said open 7amEST I could not at 7:05am then again at 7:24 and at 7:55am can could not get a person to chat with . do you guys not open and close on time anywhere. if they are closing early and know that i am coming then why not give it to another location which is just across the street. it is about 200 FT away!!!!

Worst customer service period. Their truck broke down before delivery and instead of sending out another truck they acted like it would be fixed and sent out same day. We were assured that they would call to keep us informed. Well needless to say they never showed up with our order and didnt answer the phone or return our phone calls even after my wife left voice mails. Now I called this morning and they are acting like its not their problem it will be there when it gets there. Im sorry but my wife is 7 months pregnant and she had to sleep on the couch last night because of this companies incompetence. Yet somehow we are the ones that have to pay for it, this is just ridiculous. Never again.

My name is Olga Lavinchy and I had recently purchases a bed frame, box spring and a king size mattress from your Duke Street Alexandria location. After having spent multiple years in hospitality industry and now owning businesses of my own, I understand the importance of taking the time to praise employees for a job well done. My schedule is very demanding and I had arranged the delivery in question several weeks in advance because I simply did not have any other time to dedicate to the matter. When the delivery arrived, my box spring was of the wrong size. I phoned the store and Kiernan had the misfortune of answering the call. I applaud his ingenuity, patience and willingness to go above and beyond to help me remedy the problem, although I admittedly was not the nicest customer at that moment. He was able to transform my issue with the company into a memorable experience by ensuring that I receive the correct size box spring that very same day ( which Im aware is almost impossible).I sincerely appreciate his responsiveness and the way Mattress Firm conduct business as a whole. I have recommended your company to others because of my satisfaction with your service and I look forward to doing business with you for years to come.

Ordered a $3,200 mattress at the Middletown, DE location and wanted to pay for purchase - was told either a bank check or personal check was acceptable. Went to PNC bank and got Cashiers Check (same as cash) payable to Matress Firm. When given to the salesperson, he wasnt able to log it into their system and had to call Mattress Firm only to be told they cant accept Cashiers Check. Went back to the bank and they printed one of our personal checks, including Account #, routing #, and names preprinted ... same thing happened ... they would not accept the check and salesperson wanted us to go get cash! We canceled the order and I left message at Houston headquarters for a supervisor to call me. I have already shared this poor experience with more than a dozen people ... including those at the bank. Mattress Firm ... have you heard of word of mouth advertising. Something fishy going on with this company!

This is the worse company ever. They dont take care of your needs and they give you the runaround in regards to there poor cheap previously used and sold mattresses. You can even give a complaint to customer service and they still wont help you. Dont even buy a mattress from this company. Go to Macys or another reputable furniture company.

Buyer BEWARE! Mattress Firm is a Mattress Scam! They are over priced and dont stand behind their products! The sales people will talk you into anything to sell an overpriced mattress. Dont buy any clearance or floor model! There is no warranty and you will get screwed!!!If youre looking for a good mattress at a fair price, go to COSTCO. After my horrible experience with Mattress Firm, I bought a bought a Seally mattress set at a fraction of MF price. They will also give a full refund if youre not satisfied, no questions asked.

BEDQuarters is one of the coolest places anyone could go to work! Nice work Mattress Firm!

Im so excited to receive my first ever adjustable base. Nicholas was overly helpful and explained the benefits of having the base with a injured lower back which made it a must with my bad back issues!!

I will never ever buy a mattress from this company they are liars!

Worst company ever. Should not be in business and suffering Chapter 11 bankruptcy helped no customer. Just look at the reviews. They lied to me and stole money from me.

I might be a little partial because my wife works there, but it is an incredibly cool building.

Great experience! Treated me with respect and with a high level of integrity.

I had the worst experience in a customer service sense. I went to the Chicopee Mass store and having never ordered a mattress and not know the size I gave the lady the measurements and told it was a full size I needed. I picked it up and immediately new it was the wrong size. I went to the store and upgraded to a queen size paying difference and was told I needed to pay for the delivery.When the driver showed it got very weird and combative. The driver was extremely rude, barged into my condo and wanted to know where it was. I showed him to bedroom where it was laying on the box spring. He got extremely agitated and wanted to know where the plastic was. I told him I paid 2 guys to carry it up to my codo and take it out of the bag. He went over the mattress like he was looking for something wrong. He explained to me it was missing it’s mattress tag. He told me how would he know this is the mattress I bought. He told me he had to go out to call the warehouse manager and took off without the exchange.I then drove back to and spoke to Justin at the store and had the sense from the get go that things weren’t good. He called his DM and was told he’d have to send an email to Wharehouse Manager and asking for the exchange. In the meanwhile, I drove my work dumpster and pulled out the plastic and found the tag in the plastic. I emailed to Justin and was told this is what I needed. He explained that things would be straightened out the next day.I called him the next and informed that they couldn’t exchange the mattress since the tag wasn’t attached. He told me their was nothing he could do and I could not speak to anyone else. He apologize for how poorly his company could treat someone. If the person new the difference between a queen and full size this would not have happened. What happened after was the most rude experience I never experienced. This company deserves nothing but the worst and I hope no one would use this company because if they can screw you they will.

We had to replace our bed because of Harvey Flood. We spent over $6,000 for a bed and mattress at the local Meyerland location. We also paid for sheets that were $200, back in October 2017. Today is February 2, 2018 and I am still waiting for the sheets. This company has no idea about customer service. So far Ive been offered a Pillow for my troubles, but still waiting on the sheets. Ken, one of the sales people was very nice and tried his best, but the Manager, Dominique was almost hostile to my complaints. Mattress Firm does not even deserve 1 star.

Very unhappy with the “new” Sleepys. We bought a mattress and frame for delivery today. Only frame was delivered. When I called the store they were laughing at the fact only the frame was delivered. Store # 025001 in Brandon Florida. Will NOT shop there again.

BUYER BEWARE! I purchased an Infinity massage chair from mattress firm (not sold at all locations) This place is based on sales people trained to totally scam customers anyway possible into making a sale! If you purchase a used or floor model they will tell you it is an as-is purchase yet they will “sell” you an extended warranty. Now if the item you purchased has an issue they won’t honor the warranty and tell you to deal with the manufacturer but the manufacturer will tell you they don’t repair or replace floor models reguardless of your purchased warranty! Catch 22 and a scam! DO NOT DO BUISINESS WITH MATTRESS FIRM!!! Not to mention they have the worst customer service attitude on the planet and will tell you they already have your money, too bad! Horrible!!

Customer service is a complete and utter disaster

They sold me a beachcomber hot tup at the oregon state fair, sales man keith banister explaind to me that i was approved for 100 percent financing at 0 intrest, now i got the bill and its not financing its revolving credit, no proplem one would think but .... iam selling my home and buying another home and with what they did tanked my credit, they show on my credit report that i have maxed out my credit card (useless its a in store card for only mattress firm) and did not finance the 8,499 they financed 8,000 and reported to the credit agencies that iam 499 over my max. Been trying to contact the sales guy and someone who cares..... no go! I wouldnt buy anything these scammers have for sale ! They will screw your credit up to no end! You will not be able to talk to anyone that can do anything but tell you they will email the correct dept. The corporate office is a no contact place, iam sitting on a 1,788,000 real estate transaction that is to be signed monday and this scam of a out fit has shut it down! I will be sueing mattresses firm ! DO NOT DEAL WITH THESE PEOPLE! You will regret it.

Horrible!!!! Ive been waiting for a refund in the amount of $400 since March 2018 and it is now July 2018. They gave me a fake tracking number after telling me they will overnight a check for my refund !!! i dont know what to do other than taking them to small claims court

I bought a mattress in July was given the wrong one to begin with!!! so they came back and replace it with another one still the wrong one... I’ve been trying to reach the sales person for five months and still can’t get a hold of nobody nobody will return my phone calls and I’m stuck with the mattress that I don’t want it... have a $2000 bill... never purchase a mattress from this company their customer service is not what they say it is

The absolute greatest place to work. Im never more at home than when Im with my family at the office

Terrible customer service! A ‘glitch’ occurred and they canceled my delivery! Oh but they have my money!!

Worse customer service and company that I have ever dealt with.

Save yourself the trouble and dont buy from these people

A nightmare. dont do it they will ring every moral bone of you soul......

One of best offices and people in Houston.