Complaints

This profile includes complaints for Mattress Firm's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Mattress Firm has 14 locations, listed below.

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  Mattress Firm

  7840 Picacho Hls El Paso, TX 79912-1292

  
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  Mattress Firm

  9531 Viscount Blvd El Paso, TX 79925-7051

  
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  Mattress Firm

  655 Sunland Park Dr Ste J3 El Paso, TX 79912-5168

  
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  Mattress Firm

  1325 George Dieter Dr Ste H El Paso, TX 79936-7484

  
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  Mattress Firm

  1886 Joe Battle Blvd Ste 101 El Paso, TX 79936-1140

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a mattress from this location sometime in early 2023. The mattress ended up being uncomfortable. Under Mattress Firm's warranty, or whatever they call it, I was able to swap to a different mattress for only almost ****** more -- great deal! (NOT A GREAT DEAL).The current mattress *****, and is uncomfortable. We decided we'd rotate it (NOT flip it, as it can't be flipped over) and when doing so we noticed a huge hole in the bottom of the mattress.We had not moved the mattress ONCE since it was delivered, so the damage was not from us. Sorry, we don't make it a habit of lifting our mattress every day to check for holes, and we felt that when it was delivered it was shrink wrapped well enough that it never crossed our mind to LIFT it and inspect it like lunatics.With that said I visited the location today, 1/29 to see about what options to replace or exchange would be. I was told by the gentleman who seemed more interested in what he was going to be eating for his next meal, rather than helping me.He got my phone number, looked in the computer and started some rant about how this isn't a warranty related issue. He said they can send someone out to inspect for ***** even though I showed him photos on my phone. I'm not paying you ***** - I'm not paying you 99 cents, to have someone come inspect ****** can work with me to replace it at zero cost -- if a FAR FAR and I mean FAR better mattress is available at a REASONABLE price difference I may be OPEN to that, as I've slept about 3 hours in the past week on this garbage mattress.

  

  Business Response

  Date: 03/11/2025

  I received the complaint and am looking into  this. I am trying to open the pictures , but for some reason it is not letting me open them. Can you resend them please.

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

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

  

  Business Response

  Date: 03/16/2025

  We appreciate the opportunity to respond to Mr. *********** complaint and provide clarification regarding his mattress purchase and our policies. Mr. ********** originally purchased a mattress from us on January 20, 2023. As part of our commitment to customer satisfaction, we offered at the time a one-year Comfort Guarantee, allowing customers to exchange their ********************** for another of equal or greater value if they are not satisfied with their initial selection.
   On May 27, 2023, Mr. ********** exercised this policy and opted to upgrade to a Beautyrest mattress, paying an additional $500 plus tax. The mattress was delivered on June 8, 2023, at which time he signed confirming that the mattress was received in perfect condition.  We take great pride in ensuring our products meet the highest standards of quality and that customers are fully satisfied at the time of delivery. For nearly one year and nine months, we did not receive any complaints or concerns from Mr. ********** regarding the comfort or quality of the mattress. It was only at the end of January 2025 that he reported discomfort and an issue with the mattress. While we empathize with Mr. *********** concerns, we must adhere to both our companys policies and the manufacturers warranty guidelines. Given that he had already taken advantage of our one-time comfort exchange, the current request falls outside of our comfort guarantee and warranty coverage would be with the manufacturer.  That said, we remain committed to assisting our customers and offering solutions where possible. As a goodwill gesture, we are willing to offer Mr. ********** special pricing on a new mattress should he choose to replace his current one. Additionally, if he believes there is a manufacturer defect, we would be happy to assist in facilitating a warranty claim, should it meet the manufacturers warranty criteria. We have dealt with Mr. ********** on more than one occasion over the years for this very same problem.  At Mattress Firm, our goal is always to ensure customer satisfaction while also upholding our policies that protect the viability of both our customers and our business. We are happy to work with Mr. ********** to find a fair and reasonable solution.  We have dealt with Mr. ********** on more than one occasion over the years for this very same problem. 
  

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

  District Mgr

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

  Customer Answer

  Date: 03/18/2025

   I am rejecting this response because:
  
  Firstly, this response is extremely condescending, and entirely infactual.

  I have never at any point interacted with ******* *****. I did in fact, deal with a *** *******, probably 6-7 years ago. 
  

  This interaction was also quite negative because Mr. ******* called me and began cussing me out. The issue at this time was that the mattress that we had was sagging extensively, and Mr. ******* felt that even though the people that came out to inspect the mattress, didn't do it correctly, and he was not interested in hearing my side of the story.

  About half an hour after he called me cussing me out he called me back, telling me that his wife scolded him and told him that he needed to call me back and be more professional. So this is the caliber of people that mattress for employees to handle their customer escalation issues.

  To state that you have dealt with me previously is a bolt face lie, but what should I expect from a criminally run business such as mattress firm?

  He may as well not even have bothered responding to my complaint because as I stated already, it's insincere and simply just spinning the narrative to make themselves look like the victim.

  I am curious what type of offer they would be willing to make on her new mattress, but there is not a chance that I would spend thousands of dollars again with them under any circumstance.

  So, Mr. ******* ***** let's hear what your solution is. I expect it to be one wildly favorable to your bottom line and not in the best interest of customer satisfaction. It's pretty pathetic that it's taken you almost 2 months to respond to me which further supports that you truly have no desire to resolve this matter amicably.

  this isn't something that I can resolve here in the next few days because I'm traveling due to a family member passing away last year so I'm kind of dealing with that. However, if you wanna go ahead and fire off an email to me or a phone call if you're capable that's fine. I still think that your offer is insincere and that you'll try and spin the issue however best suits you.

  expand on this having to deal with me before. The one single time, you make it seem like I am a habitual complainer; well apologies for the fact that I spent a considerable amount of money on a mattress that's a piece of c*** and that I've been dealing with family issues and that's why I didn't run to you guys immediately. I did stop in during a period when I was back in *******, and the associate that I spoke with was rude and condescending just like you, and I needed to deal with matters for my family members estate so this took a back burner in my list of priorities.

  Let's see what type of condescending response you send back.

  

  Business Response

  Date: 03/28/2025

  Subject: Final Response Regarding Your ************************************************** you for your continued feedback.  Let me begin by saying this: while we clearly see this situation differently, we do not take your dissatisfaction lightly. Our intention has never been to be condescending or dismissiveonly to respond with the facts as we have them and offer a reasonable path forward.
  Regarding your comment about previous interactions, we acknowledge that the former employee you referenced, Mr. ******** is no longer with our company or with us, and out of respect, we have no intention of referencing him further.
  As for the current mattress, as weve stated previously, it is still within the timeframe of the manufacturers warranty, and we continue to encourage you to pursue that option. We would be happy to facilitate the claim process with the manufacturer on your behalf if that helps move things along.
  Despite the tone and accusations in your messages, weve continued to offer a goodwill discount on a replacement mattress as a gesturenot because we are required to, but because we aim to find solutions when possible. Youve indicated youre not open to spending more with us, which we respect.
  
  That said, we want to be clear:
   We stand by the integrity of our team and our long-standing reputation in the ******* community.
   We have done our best to provide options and remain professional, even under the circumstances.
   If you would like to move forward with either the warranty process or discuss a reduced-price replacement, we are still here to help.
  
  If neither of those paths is acceptable to you, we understand, and we will consider the matter closed on our end.

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

  MATTRESS FIRM

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

  
  

  Customer Answer

  Date: 04/01/2025

   I am rejecting this response because:
  
  Mattress firm continues to act in a deceiving and manipulative fashion. Their offer to allow me to spend more money with them is insulting when the simple solution is to call me, and discuss as any "professional" interaction should be handled.

  I am not interested in paying to have somebody come an inspector current mattress, so if that is a requirement, I will absolutely decline. I have zero interest in spending one single ***** further with mattress firm.

  They can either replace this mattress or we can see what happens next. I'll make clear that this is no type of a threat since the individual interacting with me seems to believe that I'm not acting in good faith.

  You have my phone number, clearly because somebody called me back in January, and when I answered, they hung up on me, and the caller ID reflected that it was the mattress firm location on ***********************. I did not call back as I did not deem it necessary, I should not be the one to have to reach out and make 1000 calls to get a resolution. 

   

  Ball is in your court, chief.

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mattress Firm (MF) was having 4th of July specials and I was interested in buying a hybrid mattress w/ a free adjustable base. I went to their Mesa location & was dealing w/ ******** ********. I noticed that their mattresses had NO placard displays showing their Model # and Prices, but didn't think too much of it. After trying several mattresses out I decided on which hybrid to buy. ******** handled the transaction for ****** didn't have any reason to doubt that the info he put into the system was not the same mattress I had just picked out. When my mattress came, my dog ran out of the ********** had to chase him down. I was a little distracted & it was during this time I was handed a clipboard to sign off on the delivery before the mattress had even been set up. Later after having noticed that this was a used pillowtop w/ a couple of minor tears & not a new hybrid, I called ******** for a *********** asked me to come in & do an exchange. I didn't want to deal w/ him again after having been deceived so I called other MF stores to see who ********** boss was. I spoke w/ **** ******* & was given a name of **** ****** (who is another salesperson) who impersonated being his boss. I asked him to inspect the used mattress & was told that's not how we do *************** would only do an exchange. I didn't want to deal w/ MF anymore so I bought a hybrid at ****** Mattress. I found out later that ******** had been one of the GM's & currently ******* ***** is the acting GM. I tried returning the mattress on 9/17 but they refused to accept it & stated they could call the police for me loitering. I then went to see Mr ***** **** didn't even want to look at the mattress & insisted that I take my old mattress home & pick out an exchange mattress. I was even charged an additional $162.38; unbelievable! So I was forced to buy a 2nd mattress which I didn't even need. It is very disappointing to see 2 different **'s treat customers the way they did me; Mr. ******** should be aware.

  

  Business Response

  Date: 11/12/2024

  To who it may concern

  Mrs ****** had contacted me stating that she receive the wrong mattress and that the mattress that she receive was used. I told her that we don't sell use mattresses and that if she wasn't happy with her purchased we do have a comfort guarantee of 120 days.  I look up her information and found out that she had made arrangements to do a swap out with another store and we had made several attempts to swap out the mattress for another mattress.  She wouldn't return our calls .After talking to her i found out she wasn't happy with her purchased. She said something was wrong or got the  wrong mattress even though at the time of delivery she sign that every was correct.. I told her to come into the store and  I would give her a great deal on the new mattress .  We have comfort guarantee she  agree to come into the  store to reselect. She came in I believe with her brothers and I personally show her some  beds . Gave her a fantastic deal, She agree to a  bed that was roughly $1000 more which I agree to give her a big discount  and the difference in the cost would be  only be $150 which I believe her brother ended up paying for it. I should of charge her the difference plus a $150  delivery swap out fee but i wanted to make  her happy,

  We deliver the bed and I thought she was happy and that was the end of it. I made sure that it went out with no problems. Later on she called and said that she never got her protector from the original 1st delivery. This was the first time hearing this and I told her on the original delivery ticket it shows that she sign for it and it was in her possession. She insist that she never got it so I refund her the protector thinking everything was solve.

  I believe we did everything in good faith trying to make her happy.

  ******* White 

• Initial Complaint

  Date:09/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.