Complaints

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

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  Mattress Firm (Corporate Locations & Office)

  10201 Main St Houston, TX 77025-5229

• 

  Mattress Firm (Corporate Locations & Office)

  9715 Fm 1960 Bypass Rd W Humble, TX 77338

• 

  Mattress Firm (Corporate Locations & Office)

  1340 Lake Woodlands Dr Ste B Spring, TX 77380-3288

• 

  Mattress Firm (Corporate Locations & Office)

  19969 Katy Fwy Houston, TX 77094-1019

• 

  Mattress Firm (Corporate Locations & Office)

  2505 Highway 6 S Ste A Houston, TX 77082-1752

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:12/05/2024

  Type:Billing 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.

  Bought adjustable frames and mattresses from Mattress Firm. Ended up returning the mattresses but had to keep the frames. It took a long time for price to readjust and it was still showing a high balance after the initial 2 months of waiting for adjusting. I later was able to get a promotional price for the bases which brought the price down. The manager of the store somehow entered this incorrectly and we found out he entered it as a credit vs discounting. The bases originally were $2400 each. Promotional price brought them down to $2100 each yet somehow we were still paying over $6k for the bases after returning both mattresses. Weve supplied all the receipts and corrections done including the promotional price receipt and the adjustment yet Mattress Firm and ************** have refused to adjust our account and demand we pay the full $6376 when we should only be paying $4500ish (cuz we bought pillows, sheets, and mattress protectors which were on sale buy 1 get one free. So $100 for 2 pillows, 2 protectors, sheet set). We literally have all the receipts and everything needed to show proof of the costs and adjustments. Their website even shows the bases at their original price being $2399 yet somehow they were still charging over $6k after the 1st adjustment The numbers arent adding up. They refused my dispute. The manager, ***, from the ************* location, keeps dodging my calls. Synchrony has told me to reach out to the manager to get him to assist with what happened but he refuses to help because he knows he messed up badly. To break it down original price was ********* w/ mattresses. Upon returning the new price was $4317.50. After $454.99 promotion price adjustment it went down to $3862.51. Our current bill is still standing at $5088.42. After 4 payments, our bill total should sit at $4550-$4640. ***(manager) never refunded correct amount on the returned mattresses and where the original problem began.

  Business Response

  Date: 12/09/2024

  We are in receipt of ****** ******** Better Business Bureau complaint. As we take these complaints seriously, we will continue working with ****** ******** to find a resolution. The guest was provided with the contact information for the handling Specialist.
  
  

• Initial Complaint

  Date:12/05/2024

  Type:Product 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.

  Was told product purchased would be delivered on 11/20/24, 9 days after purchase. Was notified via text on 11/19 that delivery would take place on 11/20. Took off work this day to be present for delivery. On day of delivery received no text, so contacted the office and was told that a "routing mistake" had been made and mattress would not be delivered. Was instructed to hire a 3rd party (****) to have mattress picked up and delivered. I had already paid a delivery fee and disposal fee. Had to pay **** $160 out of pocket for the delivery which did not occur until 10pm that night and was a huge aggravation. Had to give all my information to a 3rd party to receive goods I had paid full price for. Was compensated only $20 by mattress firm ($180 (their refund)-$160(amount I paid **** out of pocket)). This was a great deal of aggravation and additional work on my part and my old mattress was not picked up. I should have been compensated at least $200 for this mistake on their part. Union Sq #****** ****************************** SLEEP EXPERT: ******** DATE: 11/11/2024 SALES ORDER NUMBER: 08924316A06-******

  Business Response

  Date: 12/20/2024

  Mattress Firm has received the complaint filed by Mr. ***** *****. A Client Advocate Specialist reached out to Mr. ***** and offered additional compensation, but unfortunately, we were unable to reach a mutually agreeable resolution. It was confirmed that Mattress Firm scheduled the delivery with a third-party provider, aligning with the same delivery window initially confirmed with us. Mr. ***** incurred an additional fee for this service, which was subsequently reimbursed plus an additional $20.
  Mr. ***** has requested further compensation, and in response, we offered an additional $99, which reflects our standard delivery charge, bringing the total compensation offer to $119. However, Mr. ***** declined this offer.

  
  

  Customer Answer

  Date: 01/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

  I received the follow up message two days before Christmas while I was out of town and did not see it.  

  Mattress firm called me, however the representative had to get off the line and said she would call me back, but never did.  I patiently waited for a call back as I did not have a number to call.   

  Their response is not true and inaccurate as to what happened, which is very unprofessional.  

  I never received the compensation stated in the message, nor would I have accepted that amount. The call was never finished.  

  
   
  
   

  
  

  Business Response

  Date: 01/21/2025

  Mattress Firm is in receipt of the complaint filed by ***** *****. A Client Advocate Specialist connected with Mr. ************** was not able to come to an amicable resolution. We presented the same offer, and he declined. 
  
  As we take these complaints very seriously, we will not take further action at this time. 
  

  Customer Answer

  Date: 01/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I am requesting $200 compensation for the enormous amount of frustration that occurred due to negligence on part of Mattress Firm.  Having to give my information to a third party in order to receive my item.  Having to dispose of my old mattres,  Having to wait until 10pm for a delivery that had been guaranteed.  Paid full price for my mattress ($1300), $200 would be a minor discount for the amount I paid.
  
  Regards,
  
  ***** *****
   
  

  Business Response

  Date: 02/06/2025

  Mattress Firm is in receipt of the complaint filed by ***** *****. A Client Advocate Specialist connected with ***** Dowdy and he declined our offer to resolve. 
  
  As we take these complaints very seriously, we believe no further action is required at this time. 
  
  

  Customer Answer

  Date: 02/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

  I would like a $200 credit off my order for the time and aggravation caused in this matter.  I do not accept your $99 offer.
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 02/20/2025

  We are in receipt of ***** ***** Better Business Bureau complaint. As we take these complaints seriously, we will consider this case closed. The guest was made whole in the case. He was refunded the cost of the delivery and offered an additional $99 for compensation. We will leave this offer open for another ten days. 
  
  
  

• Initial Complaint

  Date:12/04/2024

  Type:Customer Service 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.

  Entered by BBB staff LO Consumer states she purchased two mattresses during their Black Friday sale, along with 2 box springs. She paid on a Synchrony card. They contacted her with delivery information. When the delivery was made they only delivered the box springs, they told her the mattresses were on back order. She called the store to ask for a time frame on the mattresses. She was told they don't make them anymore so they are on back order and they do not know when they will be getting them in. They told her there is a ***** number she can use to track the delivery. They were unable to give her a delivery date and said the mattresses will be dropped off at the front door of her apartment building. She advised them that she works and will not be home when they deliver them and they advised her that it was out of their hands because the product comes from another company (Nectar).

  Business Response

  Date: 12/11/2024

  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

  Date:12/04/2024

  Type:Product 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.

  We have had numerous issues with the mattresses purchased from this company. The first mattress was a return/exchange for an upgrade. It was a smooth transaction. However, the mattress we upgraded to turned into a warranty covered issue as the bed collapsed in the middle. We went through the warranty process online and we then upgraded again, giving yet more money to Mattress Firmonly to have more collapsing issues with the new mattress. We addressed the issue with Springfield office and they informed us the mattress was discontinued as a result of many returns and a failed production process and they would do a courtesy exchange and it would save the warranty turn around time. We went with their guidance in full trust they had our best interests in mind. This came back to bite us in the end. The mattress we ended up getting is not malfunctioned, rather too hard for usand yes it was another upgrade (the newest version of Beautyrest Black) and more expensive. We contact the Springfield office only to have them inform us we have had too many exchanges! The second exchange should have been warranty but they guided us to an exchange. This mattress that was exchanged is also documented on my phone as a product failure with pictures containing its failure to support. So now we are stuck with a mattress neither of us sleep on, causing back and shoulder pain and they tell us we owe $499 for a restock fee if we want ANOTHER upgrade. So not only do we owe a restock which should have been a warranty return but now we also are spending more for an upgrade. They have managed to get at minimum $300 out of us in each transaction. **** from headquarters was the final decision maker in us paying a restock fee and failing to acknowledge a warranty return. His decision is to not give a full refund and instead we pay them even more to have them take the mattress back. My husband, disabled vet with back surgery experiences back pain with this bed and Ive had pain to point of ***

  Business Response

  Date: 12/05/2024

  Mattress Firm is in receipt of the complaint filed by ****** *******. A Client Advocate Specialist connected with ****** ******* 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 she need additional assistance, they may reach out to their dedicated Specialist. 
  
  

• Initial Complaint

  Date:12/02/2024

  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.

  - Original Purchase 10/7 by ****** at ******* (***********) location - for a purple mattress & base. We were sold a 'like new' outlet deal for a used mattress that was returned within the 30-day sleep trial period. When the mattress arrived it was not in 'like new' condition & had a rip & stain which I was concerned would void the warranty purchased. I was unhappy with the quality for a ~$3K mattress - I worked with the store to get a replacement ordered & to return the existing product, after waiting a month + for that, I was given a delivery date. It was cancelled & I was not notified. It was then rescheduled for Friday 11/15, though the item did not deliver until Saturday 11/16. - Upon removal of the original mattress the 3rd party company used by Mattress Firm during the delivery on 11/16, dropped the mattress & broke the entire bedframe of the brand-new bedroom set that was just purchased the same day as the original mattress. This bedframe costs $502.99 & was only a month old. - The 3rd party company was apologetic & seemed to me to be 'going around' Mattress Firm by offering to go buy a new frame on the spot - but the store does not carry this product & is online only. It made me very uncomfortable. I called the Polaris location & worked with the store manager *******. He informed me that was not the ************ needed to file a claim. I filed the claim as the delivery company was still at my house on Saturday 11/16.- It is now 12/2 & I have yet to hear ANYTHING from ** regarding this claim - I have called the store location directly requesting update on multiple occasions. All they have told me is they are escalating, with no update on SLA or response. I have also called the corporate warranty line to escalate on 2 occasions, 1 week apart (***** & ********) & never received a call back. No accountability by **. I would like to be compensated for the damaged ********* time dealing with this ridiculous & unethical warranty claim process.

  Business Response

  Date: 12/11/2024

  Mattress Firm is in receipt of the complaint filed by Ms. ********** A Client Advocate Specialist connected with Ms. ********* and confirmed that her inquiry has been resolved.
  
  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 Answer

  Date: 12/16/2024

  [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 do agree this issue has been resolved. 
  

  I do find the resolution to be very inappropriate as Mattress Firm did not work directly with me to resolve but instead had me coordinate with their third party company *** instead. I was not happy with that process & that company arrived at my home with no paperwork
  
  
  
   

  
  

• Initial Complaint

  Date:12/02/2024

  Type:Product 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.

  We went to the *********** location to buy a mattress during the Black Friday sale. We paid for the new mattress and were told it would be delivered the next day. When we got the mattress delivered it was a used mattress that has multiple rips and smells like smoke and mildew with mold growing on the inside of the plastic. I tried to refuse the delivery but the delivery people just left the mattress and refused to take it back. I confronted the store manager who sold us the mattress. He purposefully scammed us into thinking we were getting a new mattress never disclosed that they even have used mattresses. No where on the receipt does it say the mattress is used or pre owned. He said he put in a full refund but its been almost 2 weeks and I still havent received it. I reached out to customer service multiple times and have been given the run around being told they cant find my order at all. This is my last attempt to get a refund and resolution before I file a lawsuit.

  Business Response

  Date: 12/10/2024

  We are in receipt of Mr. ********* Better business bureau complaint. We have attempted assisting Mr. ******** however they have declined our offer. Should Mr. ******* wish to accept our offer they may reach back out to their handling Specialist. The guest was provided with the contact information for the handling Specialist.
  
  

  Customer Answer

  Date: 12/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
    I wanted a refund for the new mattress I paid for and never received they scammed me and sent a disgusting used mattress and they have not offered me anything to resolve this. Im out all my money and a mattress now. Their customer service hasnt been helpful at all. 
  
  
  Regards,
  
  
   
  

  Business Response

  Date: 12/17/2024

  We have received Mr. ********* Better Business Bureau complaint and have communicated with him regarding the steps we can take to address his concerns. As the product is no longer in his possession and we have not received the returned item, we have outlined the option available to accommodate him. Should Mr. ******* choose to accept our offer, he may contact his dedicated specialist for further assistance.
  

  Customer Answer

  Date: 12/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  I refused the mattress at the door and refused to sign for it because it was not what we ordered. The manager of the store promised me a refund but I have still not received anything. I was scammed they refused to take the mattress back it was sitting outside for over a week before the trash took it away. I want a refund. My attorney is preparing a lawsuit because they refuse to give me my refund after the manager of the store promised me a full refund.
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Business Response

  Date: 12/24/2024

  Mattress Firm is in receipt of Mr. ********* Better Business Bureau complaint. At this time we have offered everything that we are going to offer to Mr. ******** Should he choose to accept our offer he may contact his dedicated specialist. 

  Customer Answer

  Date: 12/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

  they have ignored my request for a refund and havent responded to any of my communications regarding the refund. The store manager promised me a refund and I have not received it. My lawyer is currently working on a class action lawsuit with myself and 12 other plaintiffs against mattress firm for not disclosing that their mattress are used and for refusing to take back mattress that were refused at the door. I refused to sign for the mattress and they just left it on the street and refuse to take it back. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 01/09/2025

  Mattress Firm has received the complaint filed by Mr. ******** It appears that Mr. ******* left his mattress outside, and the trash service disposed of it. Since we did not receive our product back, we are offering a store credit in the amount Mr. ******* paid for the mattress. This is not a standard practice, but we are extending this offer as a gesture of goodwill, given that Mr. ******* is no longer in possession of the mattress.
  

  Should Mr. ******* choose to accept this offer, it will remain available on his account for the next 30 days. He has been provided with the contact information for his dedicated specialist and can reach out to them if he wishes to proceed with the store credit. Please note, we are unable to offer anything beyond the store credit since the mattress was disposed of.

  Customer Answer

  Date: 01/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  The mattress was left outside by the delivery people I never signed for it and never received it it has been sitting against my garage for almost 2 months now. The company refuses to pick it up and they refuse to give me my money back. The manager of the store promised me a refund. I havent received any communication from the company at all they say that they gave me store credit but there is no way I can access it. There is no contact information and no one has called me back from the multiple attempts I have made to contact customer service. They sold me a used ********************** without ever disclosing it was used and have made it a nightmare to get this resolved. The mattress is still sitting outside where they left it covered in mold in its plastic cover that was ripped up by the delivery people. They have only been rude and nasty to me and havent tried to fix this at all
  
  Regards,
  
  
   
  

  Business Response

  Date: 01/31/2025

  Mattress Firm is in receipt of Mr. ********* Better Business Bureau complaint. We have an email from you stating that you have video footage of the trash collectors taking the mattress you left outside, which we would not have picked up had it been outside when our drivers arrived. We also have proof that our drivers delivered in your home as well. If you still have the mattress, we are happy to accept it back as long as it is free of any stains, rips, tears, or burns in exchange for a refund. If the mattress is not in the condition it was delivered in, we can alternatively provide a store credit in the amount you paid for the mattress to go toward a new purchase. To redeem it, please contact your dedicated specialist, as we have not received any recent communication from you.

  Customer Answer

  Date: 02/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  The mattress was moved by the trash people they put it on the side of the garage its been sitting outside for 3 months now its covered in mold. It was covered in mold when it was delivered it was a used mattress with stains and smelled like smoke and I refused the delivery. I immediately complained with photos of the damage and stains and the store manager said I would get a refund. They told me that the delivery people refused to take it back because it was outside. I still have not received any refund or access to any store credit. The only response Ive been getting is through the better business bureau. This is still not resolved. Their customer support is impossible to reach and when I finally get a hold of someone they always hangs up on me. This has been a nightmare your store is selling used mattress as new and not disclosing they are used. Your delivery drivers left the mattress here after I refused to sign for it and Im still out all my money and had to go buy a new mattress somewhere else.

  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 02/14/2025

  Mattress Firm is in receipt of Mr. ********* Better Business Bureau complaint. We have attempted contacting Mr. ******* so he can retrieve his credit letter. Mr. ******* has been provided with the contact information for his dedicated specialist. 

  Customer Answer

  Date: 02/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  I still havent received any resolution the mattress is still sitting outside against my garage. They refuse to pick it up. they told me they would give me a refund and havent refunded my money at all. I was told I would get a store credit but Ive tried multiple times to go to the store and the manager keeps saying I should be getting a refund and that theres no credit in the system for me. The company continues to lie and sell used mattress as new without disclosing they are used. This has been a nightmare. Its impossible to reach anyone at the company their customer service hangs up on you as soon as you connect. 
  Regards,
  
  
   
  

  Business Response

  Date: 03/03/2025

  Mr. ******* was sent his credit letter via email on 2/24 and was instructed to contact his dedicated specialist with the items he would like to select so the order can be created. We are currently waiting to hear back from Mr. ******* with his selection.

• Initial Complaint

  Date:11/29/2024

  Type:Sales and Advertising 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 just purchased an expensive Tempur-Pedic mattress and adjustable base from my local Mattress Firm on 11/29/2024. The Mattress Firm web site offered a 15% off coupon which they delivered by email, where the only restrictions were an expiration date (11/30/2024) and purchase of $699+, which my purchase far exceeded. The 15% discount would have led to very significant savings. When the sales person typed in the promo code (SHOP15-1oysxBiJx7V), their system rejected the coupon and the sales person noted that Tempur-Pedic items are price locked so she was not surprised the coupon didn't work. Given that the majority of the Mattress Firm showroom is filled with Tempur-Pedic made products, this coupon would appear to be a blatant case of deceptive pricing and I should be refunded the 15% savings the coupon offered.

  Business Response

  Date: 11/30/2024

  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. ****** require additional assistance, they may reach out to their dedicated Specialist. 
  

  Customer Answer

  Date: 12/02/2024

  [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

  Date:11/26/2024

  Type:Product 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.

  On 11/10 my husband and I went in to purchase our new mattress and pillows at the Mattress firm located at ***************************************. At the time we were told our old mattress would be hauled away at the time of our new one being delivered. Upon delivery we were notified that it would not be hauled away so my husband called the store who thankfully figured that out and made it to where it would be hauled away. We were ensured that the company that delivered would haul it away and on 11/26 it was noticed that our mattress that was taken by them was dumped in our neighbors drive way. This is illegal dumping and we were given notice by our landlord. This is so embarrassing and we had to drag the mattress back to our house and set it outside and wait until mattress firm could reschedule yet again to haul the mattress away.

  Business Response

  Date: 12/10/2024

  On December 10th, 2024, a Customer Relations Specialist contacted Ms ****** regarding her order concerns. The Specialist was able to successfully assist the guest and came to a agreed upon solution. 

   As we take these complaints very seriously, we believe no further action is required at this time.

• Initial Complaint

  Date:11/26/2024

  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 bought a mattress from Mattress Firm in Watching NJ the beginning of October. Within a week or two the mattress began to sink in the middle. I took it off the bed and laid it on floor to see if it still sunk and it did. I thought maybe it was my bed even though my bed is brand new as well. So, I called Mattress Firm and spoke with (*****) he said yes we can do an exchange, I wanted the same mattress just not one with a default. We scheduled the delivery for Saturday November 23rd and the delivery men came and when they picked up the mattress there was one tag underneath and they asked where is the other tag, that they needed that tag. I told them I never even seen these tags they are underneath I didn't even know they were there, he then called his boss and spoke in Spanish for a few minutes, then a lady got on the phone and yelled "NO TAG WE DON'T TAKE IT" I was so taken back. He apologized. I called the store right then and spoke with ***** who said he could do nothing, I stated I wanted something done, I have Mattress that I just bought from your store that is sinking in the middle and I just want an exchange. He said he would call his manager and call me 30 minutes. Well 2 hours later I call back because he did not call. A lady answered and said he's busy. So, I call Monday morning and ***** answered saying he called and left a voicemail, which he did not, I was waiting. Anyway, he said his boss said there is nothing they can do, that the delivery guy took a picture of the tag and they can't take it back without this tag. I never seen this tag and definitely did not remove it. Now if this tag is so Important for returns or exchanges it should be brought up by the sales man and definitely the delivery man, he should have to show the customer the tag, how do I know when he took that picture of the tag. Its my word against his. I can say you gave me faulty mattress with no tag. Mattress Firm should stand by their product no matter a tag or not. Its a bad mattress

  Business Response

  Date: 11/30/2024

  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. **** require additional assistance, they may reach out to their dedicated Specialist. 

• Initial Complaint

  Date:11/25/2024

  Type:Customer Service 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.

  We purchased a bed that has gotten weaker and weaker since the purchase. The bed finally collapsed on November 20.

  Business Response

  Date: 12/09/2024

  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.

  Customer Answer

  Date: 12/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my 
  
  Regards,

  we have spoken with Mr ********** We cant pay for this advance model bed while only having the cheaper option. 
  we want the original bed replaced, the advanced model he told me about, at our expense or this one hauled off and a full refund 
  
  
   

  
  

  Business Response

  Date: 12/10/2024

  Mattress Firm acknowledges the complaint filed by Mrs. ****** and previously reached out to address her concerns. After our initial response, we contacted Mrs. ****** again and are actively working with them to find a resolution. We take customer concerns seriously and are committed to ensuring Mrs. ******** issue is fully resolved. Should she need further assistance, her dedicated Specialist is available for support.