ComplaintsforMattress Firm

• Initial Complaint

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am filing a formal complaint regarding my recent experience with Mattress Firm. In December, I purchased a mattress under the clear assurance of a "365-Day Satisfaction Guarantee." However, when I attempted to exchange the mattress, I was informed by the store manager, Christian, that this guarantee was no longer applicable and that the store would only honor a 120-day exchange ********* the time of purchase, I was explicitly told that the guarantee was for 365 days, and this is also stated on my receipt as a "365 Days of Comfort Guarantee." ********* claimed that the policy had changed after my purchase .I had not been informed of this update, nor had I received any updated documentation, such as a pamphlet outlining the revised terms.Furthermore, the original salesperson, ********* reassured me on multiple occasions that I had a full year to exchange the mattress if I was dissatisfied. Based on his advice, I allowed additional time for the mattress to conform to my body. Despite following these recommendations, I am now being denied the exchange I was promised.*********, the new manager, has been extremely unprofessional throughout this process. He admitted that he personally changed the policy and refused to honor the terms . He also declined to provide the general manager's contact information and stated that the general manager, ******, would reach out to me. Despite these assurances, I have yet to receive any communication from ******. When I followed up, ********* informed me that ****** was "too busy running nine stores" to address customer concerns.Christians behavior has been rude and dismissive, which is not only disappointing but also unacceptable for someone in a managerial position. I have since found multiple complaints about him in online reviews and on the Better Business Bureau website, further indicating a pattern of unprofessional conduct.This situation has caused significant inconvenience and frustration, and I am seeking a resolution

  

  Business response

  09/26/2024

  Although our policy did change in November 2023. We will be honoring the 365 comfort exchange as long as the mattress is not soiled or stained, per company policy. Customer has been contacted and issue has been resolved. 

  Customer response

  10/06/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a mattress and box spring 2 days ago and was never advised of the return policy. I called yesterday to explain that the box spring was not needed and was told to contact my sales person for an exchange or refund. I spoke with a sales agent today and he said they don't accept returns. None of this was explained during the purchase nor was any information about their policies. I was only given a simple paper for the breakdown of the charges.

  

  Business response

  05/21/2024

  I have reach out to the customer and have made arrangements to have the box spring picked for a full refund as a courtesy. Customer was given the company brochure with her purchase that had the correct company policies. Customer is aware the product will be picked, and the refund will be applied to her financed account within 1-2 billing cycles. The merchandise will be picked up 5/29/2024. *********************** was very appreciative of us helping her with this situation. 

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ORDERED PERFECT SLEEPER SAPPHIRE CANYON FIRM TIGHT-TOP MATTRESS, IT ARRIVED ON 01-27-2022, BOTH THE *** AND MATTRESS WERE DAMAGED AND DEFECTIVE.THE *** SPRING HAS A SMALL HOLE IN THE CENTER AND HAD ALL THIS DRIED UP GOOP ON THE PLASTIC. THE MATTRESS WAS WAVY AND SUNKEN ALL IN THE MIDDLE.I NOTICE THE DEFECTIVE AND DAMAGE AT THE DELIVERY TRUCK LEFT. I TRIED TO CALL MATTRESS FIRM THE WAIT TIME WAS CRAZY LIKE 3 TO 4 HOURS WAIT TIME. SO I REACHED OUT THROUGH CHAT.SOMEONE DID RESPOND BACK BY EMAIL. MATTRESS FIRM REQUESTED PICTURES AND VIDEOS, I SENT BOTH.AGAIN, BY EMAIL FROM MATTRESS FIRM, I WAS TOLD TO TAKE OFF THE PLASTIC AND LET AIR GET INTO THE MATTRESS, AND IT WOULD STOP MOVING LIKE TO OCEAN AND STOP BEING SUNKEN IN THE CENTER.I REPLIED SEND THEM BACK, GET THIS OUT MY HOUSE RIGHT NOW, IT'S NOT WHAT I ORDERED.THE RETURN PRICING WAS SO OUTRAGEOUS, LIKE OVER $500 FOR SELLING ME AND DELIVERING, A DAMAGED *** SPRING, AND DEFECTIVE MATTRESS.I STARTED CRYING MY EYES OUT, BECAUSE I FELT LIKE A FOOL FOR BELIEVING THE ***** PERSON, WHEN THEY SAID IT WOULD COST ZERO TO RETURN, ONLY IF THERE WAS SOMETHING WRONG.I ENDED THE CORRESPONDENCE WITH, DO NOTHING, I'LL KEEP IT, YOUR LIARS AND SCAMMERS.DID FILE A WARRANTY CLAIM AS MATTRESS FIRM REQUEST I DO.ANYTIME SOMETHING COMES DAMAGED/DEFECTIVE, IT SHOULD BE ZERO COST TO BUYER FOR REPLACEMENTS AND RETURNS.

  

  Business response

  02/10/2022

  I just talked to ************ and explained that she had order it from the  Mattress Firm corporate office which in turn delivered it to her house in ************ Penn. We are a franchised locate in ******* *****. I  talked to ************ and she inform me that she went to a local store and that they will be delivering her a new mattress to her house. I also gave her the direct customer line so that she can check on this. This had nothing to do with our business  but I am glad that she went into a local store and worked it out so that they will exchange her defective mattress.

   

  Phil

  Customer response

  02/12/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchase two mattresses. I cancel one. I was suppose to get a refund of $276.50 from January 6, 2022. Mattress Firm is refusing to reimburse me. They claim that the process take **** days. It currently pass that and I still haven't get my refund or any reply from Mattress firm. I will send proof of my email with customer service.

  

  Business response

  01/14/2022

  I have looked over all our records and cannot find this customer in  ******* ********************** sales orders. I believe she has order through the corporate office that is located in ******* *****.(Online) We are a franchise that handles the *******- ***** and **********- ********** area. I have no records of ** selling her a bed. Does she have a invoice from ** so I can check. If she order that from Mattress Firm Corporate she would need to call them directly at **************. Please let me now if I can assist you in any way please give me a call.

   

  *************************

  District Manager

  ************

  Customer response

  01/18/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  12/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I just moved into a new house and needed a new mattress. I went to the the Mattress Firm store and told them what I was looking for. The size we needed was difficult to get, but it turns out they had one in stock at the warehouse. The sales rep ******* had me try the same mattress in a different size to make sure I liked it, and I did.I discussed it with mu husband and we decided to make the purchase so I could be comfortable sleeping. Also the Mattress Firm said they could deliver that same day. After the mattress was delivered I noticed it was very hard, but tried to sleep on it anyways. After two hours I could not take it anymore, it was like sleeping on the floor and not at all as the one I tried in the showroom. . I decided to sleep on the couch and contact Mattress Firm the next morning. On 12/15/21 as soon as the store opened and within hours of the mattress being delivered I called the store spoke with ***** who said there was no one year comfort period on this special order, which I do not understand how it would be a special order if it was in stock and delivered in a clear plastic bag within hours of the order being placed.During my phone conversation ***** (Sales rep) on this matter he said it would take about 30 days for the mattress to feel comfortable and until then it would be misery I indicated I was not willing to be miserable for 30 days and also that this was not said to me the day of purchase if he had I would not have made the purchase, he said the floor models come already broken in so the customer can experience how the ********************** will feel and that is fine I suppose, but not something informed to me then.I have emailed and called the General Manager ******** on this matter to arrange a refund. I communicated that I am willing to pay a reasonable restocking and pickup. But thus far my emails and calls have been ignored.

  

  Business response

  01/14/2022

  I have spoken to ****************** concerning her purchased. She pick out a brand new cali king ********************** that we had in stock.All cali king ********************** are consider a special order since we normally don't stock cali king **********************es but just happen to have one for the season.  I explained to her that with every ********************** that is purchased there is a breaking in period where the ********************** is firmer than the display model and that is why we do offer a comfort guarantee for a year . By her laying on the ********************** for a couple of hours is not going to get the air out of the  foam cells to make it softer, and break in properly. We do not have a refund policy but I talked to her trying to get her a replacement ********************** that she would be happy with. She decline my offer and I offer her the corporate return policy that she had mention to me . (We are a franchise). I've call her and left messages with her husband and her phone concerning us following corporate return policy which has a restocking fee. I'm awaiting her response. 

  *************************

  District Mgr

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 8/27/21 I purchased a ******* and ****** mattress and adjustable base from mattress firm. On 10/18/21 I called ************ store and requested a mattress exchange due to comfort issues. Salesperson *****************************, said they were out of mattresses nothing at all in stock, and therefore couldnt do an exchange. He offered to order a mattress, but required an additional $600.00 plus $80.00 deliver fee to place the order.I declined to spend more money. On 11/24/21 my son moved my bed to clean behind the headboard. When he pulled the mattress forward from the headboard I saw that my mattress has a SEALY label, its not ******* and ******. They delivered and installed a different mattress brand than what I bought. Im paying $2,249.00 for a ******* and ****** mattress to Synchrony Credit Card and Im sleeping on a Sealy lower quality mattress. Im over 60 and disabled due to a spinal cord injury. I cannot move heavy items like a bed frame or its mattress. The base and mattress were installed by mattress firm. The label side of the mattress was placed against the heavy headboard thats why I hadnt noticed that they sent me a lower quality brand. I would like a refund or the correct mattress that I ordered. Thank you for any assistance you can provide

  

  Business response

  02/02/2022

  I have left messages with the customer to call me back but I haven't got a response from them. Judging by the pictures that the customer has sent ** I do believe the customer has the wrong ************************ in some kind of of mixed up. I would like to resolve this and send her the correct mattresses and two free pillows for the inconvenience. She can call me at ************. I will be waiting for her call.

   

  *************************

  ************

  DISTRICT MANAGER

  Customer response

  02/03/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the issue has been resolved to my satisfaction. 

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