ComplaintsforMattress Firm (Corporate Locations & Office)

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchase from Mattress Firm (mattressfirm.com) on 4/1/24 My purchase was via chat and they should have a full transcript. - I contacted them to inquire about purchase of a mattress and ensure it could be delivered when I was at the delivery address: *** ** ****** **** ******** ** ****** - I was told I could order at that time, and delivery would be by FedEx Ground. - I was given instructions to put a vacation hold from 4/2 to 4/11 with FedEx to ensure the delivery would not come too early - I agreed, placed the order and I also placed a vacation hold with FedEx on my delivery address. - Mattress Firm charged me $1,153.98 for the Mattress, Accessories and Shipping. They are the business that I made the agreement with. - Then I started getting notifications from FedEx that the delivery was on its way. - I tried contacting FedEx and only got automated phone systems and could not reach a live person. The system would only confirm the shipment was on its way. - I tried contacting Mattress Firm and was told to contact FedEx. - In the end FedEx delivered the packages to the delivery address but no one was around to accept them. They were left in front of the house 20 ft. from the street. - NOT TO MY SURPRISE the packages are now missing. I presume stolen and FedEx and Mattress Firm are blaming me. - I had to file an extremely negative complaint with Mattress Firm and they finally contacted me. - The discussion has been going on for days. Mostly blaming me for their error and their misdirection and giving me bad advise. - As of today, Mattress firm offered to send me new items -- but they chose lower quality items to replace the missing items. They have refused to refund my money. I simply want to buy the mattress I want from a reputable company that will not bait me to order early and then blame me for delivery issues. I would like a full refund and for Mattress Firm to STOP instructing customers to use the FedEx Vacation hold as a sales tactic.

  Business response

  04/15/2024

  Mattress Firm is in receipt of the complaint filed by Mr. *******. A Client Advocate Specialist connected with Mr. ******* and was able to come to an amicable resolution. 
  
  As we take these complaints very seriously, we believe no further action is required at this time. Should Mr. ******* need additional assistance, they may reach out to their dedicated Specialist. 

  Customer response

  04/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  

  It has taken several weeks and many phone calls and emails to reach this agreement. 
  

  
  
  
  
   

  
  

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2/21/2024 I returned my mattress and base to Mattress Firm in ********** *** They picked it up. The company has not even started the refund process. I am due a refund of $652.50. Once the refund process is started I'm told it can take up to 6 weeks. Why hasn't the process started? It's already been 2 weeks.

  Business response

  03/08/2024

  We are in receipt of Ms. ******** Better business bureau complaint. As we take these complaints seriously, we will continue working with Ms. ****** to find a resolution. The guest was provided with the contact information for the handling Specialist.
  
  Should the guest have any further questions, they can contact their Specialist directly.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction date : 09/25/2023 Order # : ****************** On Monday, September 25th 2023, I purchased a Snug 8" Firm Memory Foam Queen Mattress from Mattress Firm located at 76 Blanding Boulevard Orange Park, FL 32073. I paid $387.00 for the queen mattress. Mattress Firm and our sales associate "sleep expert", Toghral ********* committed to providing me a brand new and clean mattress. On Saturday, January 27th 2024, I discovered mold growing from inside of my foam mattress. I attempted to remediate the mold, however due to the mattress being closed cell foam the mold could not be remediated. I visited Mattress firm on January 27th and advised them of the mold and inquired about purchasing another mattress. The sales associate informed me that we purchased a used mattress and that they would not be able to refund or exchange the mattress. After multiple attempts contacting corporate and the regional manager without response, I went to the Mattress Firm at 76 Blanding Boulevard on January 30th and spoke with Toghral who sold me the mattress. Toghral was unable to provide me with signed documentation stating the mattress he sold to me was used. I asked him to make the situation right, in which he stated he could only sell me another mattress. I was told I would be contact by Toghral's manager, Isaiah on Wednesday January 31st to which I was not contacted. I called the store and was told that the manager would not be available until Thursday February 1st. At this point it has been nearly 6 days since the mold was discovered and Mattress Firm has not tried to resolve the issue.

  Business response

  02/01/2024

  An Escalation Specialist has reached out to Mr. Gause to address his concerns. We were able to met an agreement and refunded the cost of the mattress. 

• Initial Complaint

  01/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The side of the matress has broken down to where there is a slop at the edge. A warranty claim was denied claiming the matress was not resting on the proper number slats, but the matress was supported by a box spring, purchased from Mattress Firm at the surggestion of the salesperson, and not on the slats. Mattress Firm **** ********* The box spring is not part of the warranty claim.

  Business response

  01/16/2024

  Mattress Firm is in receipt of the complaint filed by Ms. ******* A Client Advocate Specialist connected with Ms. ****** and was able to come to an amicable resolution. 
  
  As we take these complaints very seriously, we believe no further action is required at this time. Should Ms. ****** need additional assistance, they may reach out to their dedicated Specialist. 
  
  

  Customer response

  01/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a mattress from Mattress Firm. It was advertised as "supportive" and good for all sleep positions. The description of the ****** **** *** says, "Provides sleepers with cradling comfort and soothing pressure relief for your hips and shoulders..." However, the mattress is very hard at first but my stomach and hips slowly sink down inches deep causing my back to arch, unsupported. I wake up in excruciating pain, particularly between my shoulders. The company advertises a guarantee but won't even exchange a mattress without charging $198 even though shipping is free. This advertisement is false and misleading. My desired resolution is an exchange for a proper mattress at the same discount offered when I purchased my current mattress, without the additional charges. If that's not possible, I'd like a full refund so I can buy a mattress that won't prevent me from being able to walk or move.

  Business response

  01/22/2024

  Your complaint filed with the Better Business Bureau was referred to the Customer Relations Department at Mattress Firm. 
  
  Recently you spoke with one of our agents and a mutual resolution was reached with regards to the concern on your account.  
  
  Thank you for your business and allowing us to be of service.  Your concerns are important to us. 

  Customer response

  01/29/2024

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

  I appreciate the business's prompt response!

  
  
   

  
  

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed two warranty claims to remedy or replace a queen and twin mattress that I purchased in January 2022 (see attached order receipt) due to stains. The 10 Year Policy states "It is recommended that the consumer protects the mattress with a stain resistant mattress protector." I purchased mattress protectors from Mattress Firm as well (see order summary). ** ******** **** ******* **** ******** *** ********* The mattress protectors did not protect against the stains and Mattress Firm will not honor any claims now. This is unacceptable. Please refund me the $80 for the mattress protector and the $250 for the twin bed.

  Business response

  01/07/2024

  Mattress Firm is in receipt of the complaint filed by Ms. ****** A Customer Relations Specialist will connect with her to address her concerns. As we take these correspondence very seriously, we will ensure her complaint is resolved. 

• Initial Complaint

  01/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  . I reached out for my defective mattress they sent me ******* So I filed my claims. Got emailed back and they lied to me when I first bought my mattress. Apparently according to mattress firm you are unsanitary and they will not fix there defective mattress is you have a stain on it. They do not appreciate there customers and are not there to help when they claim they are. I tried to reach back to them afterwards and they just redirected me to the email they first sent. They do not want to talk to you or investigate any further into the issues. Absolutely terrible company everyone that I see and help at my own business will be hearing about this treatment and will be going elsewhere. If they actually listen to this website they have my case number I’ve tried to reach out to many times this is exhausting now just trying to get there attention to your issue.

  Business response

  01/02/2024

  Mattress Firm is in receipt of the complaint filed by Ms. ***** A Client Advocate Specialist connected with Ms. **** and was able to come to an amicable resolution. 
  
  As we take these complaints very seriously, we believe no further action is required at this time. Should Ms. **** need additional assistance, they may reach out to their dedicated Specialist. 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered a mattress from mattress firm in **** ****** *** I was going to pay for it by their ********* ******* ******* ********* ***** I decided before everything was delivered that I wanted to pay by my own credit card. I contacted the sales person/manager by text to let him know. He replied no problem. I went in the next day. ********* **** already had a hold for the amount. He made a phone call to the bank to get the hold for $4357.77 lifted so I can pay with a different method. ********* **** agreed to lift the hold. I thought everything was taken care of. I gave him my American Express card for the amount of $4357.77 to be charged on it. Now I’m being charged twice. I just got a bill from ********* **** and I have my Am Ex charge. I never signed any financing agreements for the financing through ********* ****. I filed an investigation through ********* **** but that will take up to 60 days I was told. I need someone from Matress Firm corporate to give a call.

  Business response

  01/03/2024

  We are in receipt of Mr. ******** Better Business Bureau complaint We were able to assist in resolving  Mr. ******** find a resolution.
  
  As we take these complaints very seriously, we believe no further action is required at this time.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an adjustable bed in February of 2022 in rocky river Ohio..I paid for a warranty..The total purchase price was about $3000..My mattress is sagging and I have several warranty claims that were denied because they said there was a stain on my Mattress..

  Business response

  12/28/2023

  Mattress Firm is in receipt of the complaint filed by Mr. Bruster. A Customer Relations Specialist connected with Mr. Bruster to address his concerns, and they are currently working on a resolution. As we take these complaints very seriously, we will continue to work with Mr. Bruster to ensure his complaint is resolved. 

• Initial Complaint

  12/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In March 2023, I purchased a Pressure Smart Plush Queen sized mattress. I chose this bed because it accommodates my disability where my mobility is limited due to chronic pain. When the mattress was delivered on March 18, 2023, it was an Extra Firm instead of the Plush I ordered. I contacted the retail store immediately and spoke with Jakhari ********. He sent me a text message to provide proof of receiving the wrong mattress. I provided a photo and he and the salesperson who sold me the mattress assured me I would receive the correct mattress. The only time they could pick up the mattress was a week later due to my work schedule. In that time, a small stain got on the mattress. During the pick up transaction, the warehouse associates informed me they could not switch out the  mattress due to the stain. I understand company policy, however I was given the incorrect bed initially. It is not morally ethical to provide someone an item that is the complete opposite of what they ordered, and expect full payment for it. The salesperson agreed and said he would work on finding an alternative option for me. I have not heard from him since March. I want to emphasize that there is no written resolution from this retail location. The salesperson told me he would reach out to me and he has not over the course of 9 months. I’ve reached out to Progressive Leasing for assistance ( my account number is 37787889 where all of this is documented) and the customer service team informed me that this Mattress Firm retail location is unwilling to credit any amount to my account or exchange the mattress and decided that a mattress topper they decided to send is the resolution. It appears this business only cares about making a sale and not the wellbeing of their customers. Therefore, I am inquiring if I can receive a resolution to this situation that accommodates me as well. If I cannot receive the mattress that I ordered, I need a credit applied to my account. Thank you ******* L

  Business response

  01/02/2024

  Mattress Firm is in receipt of the complaint filed by Ms. ******. A Customer Relations Specialist will connect with her to address her concerns. As we take these concerns very seriously, we will ensure her complaint is resolved. 

*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. ↩