ComplaintsforMattress Firm (Corporate Locations & Office)
Current Alerts For This Business
Since January 2019, the Greater Houston BBB Houston received several complaints and customer reviews for Mattress Firm exhibiting the following patterns;
According to numerous complaints received in our office, consumers allege that Mattress Firm sells merchandise of poor quality, fails to adhere to their own guarantee, and lacks transparency in relaying their polices. Upon receipt of their purchased items, many consumers report the items are incorrect and differ in brand or model. Additional allegations state the merchandise sold is of poor quality and requires multiple repairs and replacements, also used items are often sold as new. When contacted regarding these concerns, consumers allege the company attempts to charge an additional fee to deliver the correct items. Complainants also report that the company has failed to honor their 120-day guarantee, preventing exchanges or refunds within the allotted time frame. To date, Mattress Firm has responded to all complaints forwarded by our office.
The company would like you to know...
Mattress firm is currently the largest mattress and bedding retailer in the United States. We also provide trained sales and support associates. We offer our 120 Night Sleep Trial and Price Guarantee. All our policies and procedures can be found on the front page of our website at Mattressfirm.com. This information is provided by our salespeople at the point of sale, posted in our stores and on our websites as well as printed on our store and e-commerce receipts. Each guest also receives a warranty card with their mattress which provides the specifications of their warranty coverage provided by the product manufacturer.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/07/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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
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
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
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
. 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
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
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
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 ******* LBusiness 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.Initial Complaint
12/26/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a mattress set from the nys fair in august 2023, it was delivered about a month later for me to realize the mattress I chose at the fair was not the mattress I received. I contacted the company (which was NOT easy to get ahold of) Garry the manager processed my refund on 11/21/23 and stated a 3rd party company would contact me to pick up the product. Fast forward to a month later and they have still not had the company contact me or have followed up with me in any way. They were supposed to also process a full refund,close the account and have this taken off my credit report which I assume they cannot do until the items are picked up. I have received horrible customer service especially from the woman (Teri) who sold me the items. She was extremely unprofessional and lied to me about multiple thingsBusiness response
12/27/2023
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.
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Contact Information
10201 Main St
Houston, TX 77025-5229
Business hours
Today,12:00 AM - 6:00 PM
MMonday | 10:00 AM - 8:00 PM |
---|---|
TTuesday | 10:00 AM - 8:00 PM |
WWednesday | 10:00 AM - 8:00 PM |
ThThursday | 10:00 AM - 8:00 PM |
FFriday | 10:00 AM - 8:00 PM |
SaSaturday | 10:00 AM - 8:00 PM |
SuSunday | 12:00 AM - 6:00 PM |
Customer Complaints Summary
1,287 total complaints in the last 3 years.
308 complaints closed in the last 12 months.