Mattress Firm

I still have not received the refund that I am owed. And I am unable to find out anything other than it has been approved and processed as of last month but it has not been received in my account as of today.

I was originally supposed to receive it last year but apparently when the new system was done it messed up my refund and the manager Rob had to resubmit my paperwork to corporate and as of last month around the 22nd corporate emailed him saying that it was approved and processed, I checked my bank and it is not being held and they said that it has not arrived yet. So where is it?

You were quick to withdraw the money but it's like pulling teeth from a rabid animal to get my money that's owed to me back.

I paid over $600 dollars on a cheap mattress that I realize could easily have been a $150 mattress. Within 4 years the springs started to push through the material. I tried to file a complaint, but they said it would take 5-10 days to get an answer.

I needed a new mattress on the same day. There's no way I can sleep on this mattress. The damage happened so quickly too. Within a week one side of the mattress springs started to push out when I laid down.

I woke up in pain from the springs poking me. I bought a Twin XL. I'm taking my business elsewhere.

I visited a store in Shiloh IL and Grady was my salesman. He was a bit aggressive when communicating but I figured it was just him being a salesman and brushed it off.

However, when he got closer to me I could smell alcohol on his breath and his eyes were bloodshot. He reeked of marijuana and you could easily tell he had a few drinks before I had come in. He made passive aggressive remarks which made me extremely uncomfortable and even made an inappropriate “joke”.

I left due to the comment and he even wanted to say something as I was leaving. I will never come back to this company again. Who hires these people?!? If I could rate zero stars I would. I’m not normally one to complain but I could honestly not get out of there fast enough.

I purchased a Doze 10" Medium Memory Foam RV Mattress (S038782939) from your store in Macon, GA. I contacted the sales rep. there to tell him that I didn't receive the mattress. In order to reduce the complaint length; he told me and the manager that I was lying and he didn't believe me and hung up the in my face.

When I called back the manager informed him the mattress was delivered to the Milledgeville, GA store. The Sr. Manager at the Milledgeville store can provide further details.

I am sending you this e-mail to let you know how disappointed I am with your customer service. Let me start from the beginning. My sister and I took the old mattress and box spring outside so I could wipe everything down and clean his room really good before we put a brand new mattress and box spring down.

When the delivery guys came at 4:15 pm, they stood outside for 5 minutes inspecting my old mattress and box spring. Then, they just get back in the truck and drive away. No explanation, no conversation, nothing!!! Right from the start, was horrible customer service.

Shortly after they leave, I receive a phone call from a lady from the warehouse, explaining to me that I have a bug infestation and they cannot deliver the new mattress and box spring. Then, she kept repeating herself saying…

My initial complaint was filed with you on1/14/22 @ 11:56AM. Have not had a response from you via email, phone, or letter. Quick summary of my complaint. Purchased mattress & box spring from Mattress Firm 6 months ago, 6/21/21. Curvatures in mattress where bodies lay on BOTH sides of the mattress. Rotated mattress, no help.

Sales representative at Mattress Firm said to fill-out warranty claim but that I probably would not hear back for weeks, if I get a response at all. I was hoping you would help by getting the mattress replaced at NO COST to me with pick up of the faulty mattress & delivery of the replacement mattress.

I have yet to hear anything back from you so if I do not receive a response, I am going ahead with my complaint to the Better Business Bureau as well as Consumer Affairs…

On 01/24/22 I went into a Mattress Firm store in Queensbury NY 12804 to order a mattress. The store employee I spoke to sold me a memory foam bamboo Mattress, queen. I explained to him it was for an elderly women and that we needed it as soon as possible, if i wasn't able to get it in a couple of days I would need to go somewhere else, the employee assured me it would be placed on a truck that night 1/24/22 or the very next day, I would be picking up the mattress myself at the store.

Needless to say today is 1/27/22, no call to go in to pick up the mattress, I called the store to find out what happened to the order, The employee I spoke to was not very helpful, he stated that there was nothing he could do to help me as he stated that the warehouse inventory showed they had one mattress…

I want to have the same frame I purchased I have all emails since august 3020

We have a mattress we purchased on Feb 23 2021 and the coil is popping out of the sides top and bottom of the mattress. We were told to file a warranty claim and provide photos. Most of these photos had nothing to do with the part where the coil is popping out.

This is so bad it damaged our box spring and foam topper that was on top of the mattress. If we didn't have the topper it would have stabbed us while we were sleeping on it. Our warranty claim was denied.

This is not even a year old! We are asking for a refund or replacement of a safer mattress. We would even be will to accept a credit to purchase a brand name that is safer and will last more than a year.

This is not acceptable we have a defective product and you are refusing to replace it!

We purchased a new Willowbrook Plush Pillowtop queen mattress with Sleepys foundation queen box spring on 6/21/21 from Mattress Firm Fuquay Varina # 013056, 704 N Judd Parkway,NE, Suite G1, Fuquay Varina, NC 27526, phone # 919-557-3862. Our sales associate was Barry Harvey and we found him to be extremely nice and an excellent, considerate gentlemen.

Our mattress was delivered on 6/23/21. I began to notice curvatures on either side of the mattress where the heaviest parts of our bodies lay. I rotated the mattress thinking this would help even the wear out. Unfortunately, the curvature keeps getting worse.

On January 5, 2022 @ 5:04 I called the store and spoke with John. I did not get his last name. John listened to my complaint but was a fast talker and seemed annoyed with my call. He…

I purchased a mattress on November 30, 2021 for my granddaughter Christmas gift. at the outlet store located on Mount Zion Rd in GA. 00 dollars. The mattress was to be delivered on DEC 2, 2021. When the mattress was purchased the sale rep.

said if the mattress firm reduce or there is any other promotion going on within the next 30days I qualified. 00. I immediately contacted the Mount Zion store and spoke with Mr. Sam Stephen , He stated to me that the order had gone to the warehouse , but he was going to pull the order, in doing this I would not receive the mattress for a couple of weeks.

The mattress came on Dec. 2, no adjustable base , no delay, leading me to believe Mr. Stevenson lied to me. i called the store a week later, Was told MR. Stevenson was on vacation, ( Dec. 9 ) they will…

Mattress delivered with a rip. Have been trying to contact a customer care representative for the last three days but this issue has not been resolved yet.

Case #03462075

I bought a mattress from mattress firm they kept putting off my order so I went to the store because they don't answer the phone I told them I want my money back I paid in cash the person that waited on me was nasty I paid 3,900 for the bed they said I will get a check in the mail I haven received it yet I will never get a bed there again people there are nasty so I went next door to a mattress store and I bought a mattress there the people were so nice the mattress were so much cheaper

I wouldn’t give this company no STARs!!! Your customer service in general is horrible!! Online and in the store!! I ordered my mattress online, received my tracking number and everything was fine. The mattress was being delivered over the weekend. PERFECT!!!

The tracker said on Saturday it would be delivered. Sat came… nothing.. then it said Monday and Tuesday.. I was confused so I called fedex… they said it would definitely be on Tuesday.. Tuesday came and went nothing. I go to fedex to see what’s wrong.

They say they can’t find it but will reach out to me as soon as they do. A week goes by…. Nothing.. I go to my local mattress firm store.. the rep there tells me he is going to reach out fed ex to see what’s going on.

It shouldn’t take more than a week.. it’s going on min h 2 and no…

Attached is picture of the headboard set up, which is 3” lower than the mattress. Looks odd, but I sent this pic to Ms. Dee. I am waiting for her to reply. My frustration is Ms. Dee said she would call me back when she contacted the delivery company to set up the headboard.

She did not call me back. She also didn’t return my call, when I left a message 1:10 pm. It wasn’t until 4:02 I called her again and she was pleasant, but not resolving my current problem. I asked her why she didn’t call me, and she said she was busy.

What manager of a business doesn’t check her voice mail and call be customer’s that have given her $3500 worth of business?

We purchased a Mattress from Mattress Firm on October 10, 2021 and was promised delivery on October 15, 2021. The delivery person called and said he was lost (even though he was given explicit instructions to our home). My husband gave him instruction from where he was to where we were.

Apparently he didn't know North from South or East from West *HOW* does a delivery person NOT know that? He ended up going the wrong way. He called a 2nd time, my husband told him to turn around, go four miles and we were on the SW corner of an intersection behind a stand of pecan trees.

He never showed up, never returned our calls, and we are STILL without a mattress we paid for. We called the Store and tried to enlist their help in contacting the Delivery service and they had no way to contact him…

WORST EXPERIENCE EVER!!! and know in advance I made no bones about it in your Sarasota location today. We were misled, we were told the adjustable frame that came free with our mattress would fit any king size frame. It did not.

I watched your delivery people make not of that as I insisted they do so. When we purchased our mattress and free adjustable frame (which was the reason we purchased from you) we were told we could return it if unhappy.

They did NOT however take the time to tell me during the purchase that it would cost me money to return it. When I came today to tell them I don’t want the bed the same salesperson the proceeded to tell me the charges to return.

I called him out on it and made clear / very clear how crappy it was that he chose not to tell us this when we made our…

I can not get the sales person rusty that sold us the bed to call back 1st he promised a set of sheets, 2nd he said we would get a 250.00 refund for wasting our time with the delivery being rescheduled several times and last I need a person to talk to about the warranty the massage on one side the bed doesn't work. What a waste of money... we purchased it at frontier days show and you have no one to help you now.

To Whom It May Concern, I just recieved my mattress, can't say how good or bad it is, because, I haven't slept on it yet. What I'm writing about is the service I got. I paid for the gold service and what I got was 2 guys that did nothing but, take my old mattress out, without wrapping it up in any way and just put the new mattress on my box springs.

They were not wearing masks, so I had to spray, after they left. (I thought your company would have them, at least masked) anyway, I had a protective cover on my old mattress and asked If they could help put it on the new, they said no.

I asked if they could at least stand it up, so I could put it on, the gentleman that was there just asked for my signature and basicly left. I read what the gold service encluded and it doesn't say just bring in…

I went to mattress firm in January and got two beds. Now 8 months later one of the mattresses is sinking in the middle and I can’t sleep on it .

WORST delivery EVER! I paid for Platinum Premium and Mattress Firm sub contracted the delivery to ENTERPRISE (no info on ANY paperwork) Did not call 30 minutes prior to delivery, just put all the items in the door in the boxes. $3000 worth of mattresses...WHAT am I supposed to do to get these adjustable mattresses set up?

Will NEVER buy at Mattress Firm again. Only email is available when you TRY to contact Mattress Firm

I purchased a Greenwood mattress on January 17,2021 and it is now sinking on the sides and in the middle also the springs are hurting my body I would like to have a refund of my purchase price. A bed that has a 10 year warranty on it should not have fallen apart like this.

I just purchased a mattress for mattress firm it wasn't even a month and it had bed bugs they're not trying to correct the situation not even apologize for it they just telling me that my house already contaminated my room is the only one that the bed bugs were found in and I didn't have that in my room till they delivered that mattress

My complaint is with the store manager ( Sturbridge Massachusetts Store) Maryann is her name. She is rude, condescending, and does not tell the truth, she is a liar

I have major problem with the Altamonte Store, Case # 03143353, the District never called. I called the store and they hung up on me. My friend is Mr Newlin and i asked him for advise and he advised me to try to settle this with you and BBB. Mike is the worst person and he is a liar. He broke the law.

My husband and i are disable and me made us pay in full and get it delivered on the 3/19 so we can have friends help us. He called Saturday and stated that even though we paid in full he was going to sell the bed to someone else.

My husband now has 4 bulging discs, never had before and it took us both a month to especially my husband since he had a partially who had a part torn ligament and now he has problems with his groin. 4 MRI later, your company need to step up and take care of these…

Hi my name is Latanya pottinger and I was injured with one of you guys box springs to my toe causing my right toe to turn purple an now you guys did a recall on the in need to be comfersated for my pain am suffering

We bought a mattress. The day it was to be delivered, no one showed up. I called the store and found out our mattress was never sent to the warehouse for delivery but no one called us. The store told me they'd upgrade the mattress and return the $90 delivery charge.

The mattress was delivered 4/19. I was told it would take 7-10 days to get a refund. As of 5/12 still waiting for the refund. Called the store where I bought it, since you can't talk to any customer service people, and was told it hasn't been processed yet. Why not? No reason given.

Will call every few days and keep bugging them. Don't shop at Mattress Firm. The customer service is terrible.

i spent $2800 on a new bed and i can't even use it properly... they promised to come out today 04/05/2021 to finish the job and when i called the store to find out the time of arrival they said it is going to be atleast another 5 days ... if it doesn't get resolved today i am getting a refond and will take my business some where else

Terrible company! Purchased a mattress (Purple)barely a year ago also bought a warranty, we are not happy with the mattress it pops and makes noise and we can barely sleep On it. we have tried to do a warranty claim for over three weeks and we get nothing but the runaround from mattress firm.

it is impossible to get a hold of a human being that will help you, they all just send you somewhere else. stay away from this company!

I ordered a mattress and an adjustable based on the phone back on June 8, 2020. The representative that helped me was great. He did the sales job. I had a delivery date of June 20, 2020. I received an email that the deliver date was changed because the adjustable base did not come in.

The new data was June 29, 2020. I waited for the phone call that Sunday night so I knew what time to expect them per their email. I did not receive a call. I also went online to the tracking website to see if they had updated the system.

I did not see a time only the date information. I tried using their chat feature to get in contact with someone to see what time my items would be delivered. I sent a message per the chat form. No response.

I finally called a store in the area to see if they could check my…

So for starters after i ordered my adjustable bed and mattress I received an email a day or two later stating they could send me a "similar" coil mattress (although i ordered a cool gel memory foam because the one I ordered there was not going to be an available date until April 7th (because it was sin high demand). Of course i denied the offer and said I would wait.

After over a month of waiting and 2 days past the delivery date no one has contacted me and the web tracker date still says TBA. This is SO frustrating and inconvenient seeing I have already went this long with terrible back pains and sleeping on a bed that is is indented and uncomfortable.

I am so upset I could cry because I spent a lot of money and bought new comforters that we can not even use on our current bed because…

We purchased a bed on July 9th, 2019 and was guaranteed interest free for 6 months. In addition, it was financed with Genesis. We have been making higher payments to pay it off, today we was notified that it has been charged interest.

When we talked with "Chris" at the location, he argued that they have not done business with Genesis which who financed the bed. In addition, the area manager would not return our call, he did not resolve the complaint and customer service has had us on hold for over 25 minutes.

Very disappointed and will report this matter to BBB and Federal Trade Commission.

On 11/07/19, I bought a mattress at Ansley Park Mattress Firm store with Sales Associate Nicholas Whitfield, the mattress I ordered was a Pressuresmart Lux EXTRA FIRM, and the day of my delivery, right at my doorsteps, the delivery told me, they Didn’t had the mattress I bought, so they had a Plush ( soft) mattress for me.

No body from store or delivery team contact me, the sales associate told me I had only two options, keep the soft one and when then had my extra firm mattress they would delivery to me or keep no mattress and cancel the order. No apologies, and only bunch of excuses.

No date for the delivery. I do not recommend Mattress Firm base in how they handle. I believe they should had contact me before and notify me before my delivery.

I purchased a queen size mattress a year and a half ago from your store located in the University area of Charlotte North Carolina. 00 for a queen size mattress set which was on sale. Now, the set is lumpy on the sides and sagging in the middle.

I went to the store and was advised I need a copy of the receipt. Well I am the type of person when I pay that type of money for a product I do not save receipts since I thought I was purchasing a quality product.

Please review your records and you will see a queen size mattress set sold to: John and Lucille Ivey, 6313 Martin Lake Rd, Charlotte NC. 28227.

Purchased a bed on 09/02/2019 at the Mattress Firm located at 78982 Hwy 111 Ste 2-3 in La Quinta, Ca. 92253 ( tel 760 564 0983) I was told to expect delivery on 9/13.

I called today at 1430 to confirm the time of delivery and was informed that I would receive a call between 1700 to 1730 which is after business hours, this puts my foundation work and the community as hostage while your harbor my property.

I asked if my property was is stock as expected in order to receive my property. I was essentially told to wait for an automated message, although I was speaking to a company representative.

I did not receive the promised call and contacted your representative Holly Wong via her given cell number.... No response & No return call...

As of this time, I must fore-go all my community…

I wanted to place a complaint on a swim spa that i had pre purchase 4th of July at the Del Mar Fair. We fell in love with the spa but i had hesitation as if our HOA would approve it and if it would fit in our backyard.

I had been approved but i said several time this isnt a final me agreeing to it as i want someone to come out and asses the area i want to place it at. The sales man said yes don't worry.

Why was the swim spa going to be brought to my home with an assessment nor me agreeing to it. We have been back and forth with the rep who was going to come asses the location and with no call from the sales agent.

Well guess what you lost the deal this has been the worst experience i am afraid if something were to go wrong with the spa i would get the same service. I expect a phone call…

Hundred day free trial with the mattress is a complete lie.They say they give you free pillows free mattress cover but they charge you for it. When you return your mattress they will not take back the pillows or the mattress cover and that’s like $400. I wouldn’t recommend them to my worst enemy

Stanley Carpel Associated Store # 119138 Broadway square Chicago i have submitted previously with Specif details regarding the way i was treat with all the specific which was ,borderline of verbal abuse a treating demeanor by this Mr Stanley Carpel Monday i am filling a verbal abuse complain to a senior in the Chicago offices for Senior abuse

I hope i get an answer from you ,try to contact customer services but it impossible to get a live person

Sales associate Stanley Carpel Broadway Square # 119138 My customer is# C002664128 On Friday 13 i bought a mattress when sign the paper never gave me the policy on return a policy ,this morning when i try to return it ,he claim that he would $ 89.00 dollars for pick up plus other fee ,again he never gave the return policy ,thus an argument scaled to way that feel treat by his demeanor ,he star to screaming at me ,and the argument really scaled ,the Chicago policy was very closed to get involved

On Monday i will go to The senior center ( i am 73 year old) and place complain about him for verbal abuse and treating demeanor I am an old customer i will never again buy anything from you and i will make sure all the senior don't buy from this store and will posted in Social media. The whole…

Bought a mattress on Monday. Was to be picked up Wednesday and no mattress. Then they offered us a new mattress, slight upgrade I suppose and offered to deliver free on Friday and I never heard them knock at the door.

So now its supposed to be redelivereed on Sunday. Bullshit, selling shit you can't deliver. Hate your company now and will NEVER DO BUSINESS WITH YOUR COMPANY EVER AGAIN.

I bought a adjustable frame and was told the mattress i had purchased a year early from them would be fine! They just set up the bed and when i raise the head portion the bed is so wrinkled I can't lay in it!

I returned to the store and some young man tried to tell me that was the way it is! Well look at your adds--THAT'S NOT THE WAY IT SHOULD BE! No Offer to help Resolve the issue??

we made a purchase 03/15/2019 at the Bartlett tn store. we bought a queen mattress and base. we spent$1,267. ive made several phone calls to the store but no luck. the mattress keeps slipping off the base side ways and at the bottom.

finally the clerk at the store said they quit making mattress with velcrow on the bottom. they he told me i should go and get two sided tape and tape the mattress to the base!!!!!!!!!!!!!!!!! i told him that was unacceptable!!!

taping a new mattress to a base. i paid good money for this mattress and base. if i did that and ruined the mattress the warrenty would be null and voided. im not dumb.. i need this mattress and base replaced. please contact me back.... thank you

Have been waiting almost 4 months for my bedframe to be delivered. Three different times I have given them my phone number to call me with delivery times and each time they say they called and nobody at home to receive mattress frame. nothing! NO EMAIL!

Damn I am so mad. THE WORST COMPANY EVER. Buyer beware. I doubt I will ever get my frame and they will NEVER get my business again. Mark

I have avalid, on going claim from Mattress Firm, since September 15, 2018 Order placed and paid on September 11 2018. At first delivery not correct date and time 3 different delivery dates, 1st complete dishonesty. On 3rd set date set up, I the Ower was not available, and delivery absolute, failure.

Paid for services not rendered, and leaving items in bathroom in front of toilet. no resolution. Have dealt with 11 different employees. in just last month( possibly) getting results. The company does not look at both sides of issue, just to control entire end , or outcome with not much regard to the. customer.

and I'm sure a award for which employee finishes. I do have much more to explain, and proof of dishonesty, and cover up proof as well in photos, recordings as well please feel free to…

I have reached out to complain about a couple of issues about my bed frames and a set of sheets I purchased. I have had no response from anyone at this point. I would like to settle this issue before I have to email the corporate office. Much appreciated. Rich Dello

Purchased a king mattress. Sales person included a free headsup adjustable base for free. We purchased a second one. Told the salesman the we have a spiral staircase where it’s being delivered. Drove 200 miles to be at condo when they could deliver.

” Never took a measurement. Co-worker and him went out to truck. We thought they were going to TRY. Instead they drove off. My husband was in the phone with warehouse manager and I was on hold for the person.

After several calls, my husband comprised to drive 35 miles ONE way to MEET the delivery people and get our merchandise off the truck. Salesperson cannot “promise” compensation because he doesn’t have access to the order. Unbelievable, unfathomable, disgraceful customer service at every level.

I have a complaint on the store manager at 1487 us 1 in fort pierce fla name Joe was in the store on May 25th 2019 one of the salesman was helping me find the right mattress he asked my salesman to stop helping me and to go help go the white couple that came in the store I stated he was still helping me but the manager Joe was very rude and demanded that my salesman stop now and

go help them so I got upset and left the 5000 dollars I was going to spend at that store will not happen now I'll go elsewhere not the first complaint on this manager something need to be done felt like he was a fascist I'm African American and the people he wanted him to go help was white

Entire process unacceptable from start to finish. Want to speak to distant manager before filing complaint with Better Bussiness Bureau ect 774-222-2252

99 but is very SLOW at refunding I think your company is a SCAM and I am report your company to the better business bureau (Just because of the aggravation you have caused me. I expect my refund on my credit card by no later thank Wednesday May 1st

I bought a pillow top mattress from one of your employees on her last day in the East Liberty, 15206 store and she never told me about a $100 price to exchange the mattress. This thing is to hot and gives me the worst back ache.

I am on a fixed income and can't afford another $100. Since I was not told about this, I should be given the benifit of the doubt and not have to pay. I need to get rid of this mattress asap