Complaints

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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

  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.

*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. ↩