Reviews

I bought a Beautyrest Pressure Smart 2.0 mattress from Mattress Firm. The in store model of the bed we purchased was comfortable. The actual mattress that we have is sagging after a few months of owning it. I have filed a claim but it was denied. It is a very overpriced mattress that we are stuck with. It has caused sleepless nights and constant back, shoulder and hip pain. Mattress firm made the sale when they told me This Pressure Smart is just like your Hopewell Classic Beautyrest mattress. It is definitely not. I went to the store to see if they could exchange it but they just tried to upsell me on a $4,000 to $6,000 mattress. Their salespeople throw each other under the bus, saying ... "I don't know why he/she sold you that mattress?" I wish I could get even half my money back! I should have bought my mattress from Beautyrest directly. Beautyrest told me that the version of mattress that I bought was stripped of many layers of foam and I am basically sleeping on springs.

This mattress only held up for right at a year. We contacted the place we purchased it from and submitted the claim. We were denied and said the terrible sagging is considered "normal". This mattress has caused back and shoulder problems. Many sleepless nights having this mattress. Do not waste your money on this mattress or you will be highly disappointed and aggravated. Mattress Firm doesn't want to warranty the mattress and Stearns & Foster will not assist with help either. Over a $3000 purchase to be out a bed or credit for a new one!

Dear ****,

We sincerely apologize for the inconvenience. Please allow a Specialist to review your account and get back to you. 

Our mattress is supposed to be 12 inches thick but its 10 NOT 12. We let it expand over 12 hours even though we were told to leave it at least 4 hours before touching it. Also the delivery people walked through snow and dirt on the road when bringing in our new mattress and removing our old ones and did not cover their shoes before walking on the flooring and carpeting in our house leaving dirt spots behind. They did not cover the old set as we were told they would do when they removed them as well. They argued that it would be covered after its loaded onto the truck and also argued that they only wear shoe covers when it rains. Awful low quality products and customer service. I was told by customer service to sent photos of the damage, so I did and NOTHING was done. Absolutely NOTHING. NO response whatsoever from anyone.

I bought a mattress at Mattress Firm over the phone knowing that I had a 120 day guarantee to return or replace. The mattress was on the lower end and cost under 400. It is terrible. When I called to inform them that I wanted to replace it with a different mattress he informed me to return and replace they charge a pick-up and restocking fee of $250.00! They did not inform me of that detail until I called to tell them it was awful. They told me it is up to the customer to know the policies!

I can't get any cooperation from Mattress Firm concerning my adjustable base; It's got a warranty 'til 2027. I've called all the phone #'s they have given me to different companies & they all say there isn't a tech in a nearby area to where I live. I'm not in a remote location. One of the people told me to unplug everything under the bed so the massage part will stop coming on intermittently 24/7. I've done that, even unplugged it from the wall, it didn't help. I just want someone to bring me a different base or something of equal value, or a refund. They say no-one can come into my home without permission (a work order) from the manufacturer. The manufacturer say they can't do anything without having someone come to assess the issue with my bed. So, there you have it: no tech available, nothing accomplished. I'm 80 yrs old & have been trying to sleep in my recliner for over 2 wks now since I can't use my bed. Had to go to the chiropractor yesterday. If something isn't done soon, I'm getting a lawyer & they can pay my lawyer fees as well as my chiropractor bills that will accumulate.

I purchased a king size mattress ( $900 ) and a metal platform($70 + tax $77.44 + haul away and Recycling $25.50 which they did not have to haul or recycle the old product ) for $1100 on November 24th 2024. First of all The salesperson tried to sell me an opened box mattress for $750 without warranty. Then he sold me one with warranty for $1100 which I paid cash. Warranty paperwork has scratched off Sales Order # and Customer #. It was a medium firm mattress. My wife was very uncomfortable with the mattress and we went to Cerritos Location to see and found the same brand name firm mattress and the SP said it is possible to exchange at the location where I bought. When I went to Granada Hills 40 moles away The SP wanted $1200 more for the mattress. Same brand ( It was the same price on sale). I could not afford and I told him that Cerritos SP said that it is possible to exchange. Then SP said that I am not going to do it because it will effect my commission. I told him that I will have to return the item. I called the customer service to complain the attitude of the sales person and was able to talk to a lady and she said that someone will get back within 24 hours which never happened. I called to return the mattress and the platform ( SP refused the return) and the same SP said that I cannot return the platform and they are going to charge me $250 for the pick up, which he never told me. Also. So I lost $320. I called last week to find out when am I going to get my refund and the same SP said it will take 2 weeks for the refund. When I called today he said that it will take 2 more weeks for me to get the refund.. I have never experienced with an establishment with a bad customer service like this. i will not even recommend anyone to shop with this establishment. I hope someone from the corporate office will see this complaint and reach out to me.

We sincerely apologize for your experience. Please allow a specialist to review your account. The specialist will reach out to you shortly.

My wife and I purchased a Temper Pedic King size mattress with a full warranty. We spent close to 6KUSD on this mattress only to have the mattress fail with a defect. We also purchased a queen size mattress after the king purchase. We filed a warranty claim for the King Mattress, sent applicable pictures to Temper Pedic and were denied the warranty. Pictures do not tell the whole story. Why purchase a mattress with a warranty if it wont be honored. On top of that they want to charge me $150.00 for someone to come out and see the mattress. Are you kidding me???I went to Mattress Firm several times to please my case to no avail. I wanted someone to come over and lay on the mattress itself to see and feel the condition. There is a huge divot on the right side of the mattress and it is impossible to sleep on. In total we spent over 11KUSD on 2 mattresses. Never again will I shop at Mattress Firm. My next stop is my lawyer and social media. Negative publicity for a business is one of the worst things that can happen.

We sincerely apologize for your experience. Please allow a specialist to review your account. The specialist will reach out to you shortly.

Buyer beware. My experience with Mattress Firm was awful. I was upsold (and lied to about the price) to an adjustable base on a recent mattress purchase. After having it delivered, we realized that the mattress they sold us was not compatible with an adjustable base. They did accept the base back as a return ("against company policy") but I am out $275 since I had to replace the boxspring and slats that they had hauled away. I will never use this company again.

Bought a $7k mattress and can't get a response after going to local store with question about price match. It is literally about $300 & the company has refused to respond to me me at all. Manager of atore said she would cc me in email to her boss. Never happened. Chat hung up on me twice, then someone finally said they opened a case. Gave me a case number and names. No word back and it has been weeks. Called 800 number. First time the rep hung up without even saying anything. Second time, I left a voicemail for call back. Nothing. Idk if I have ever seen such horrible customer service in my life. They have lost all my business over $300 rebate that they promion their website and receipt. I have bought my last 3 mattresses there and spent over $15 k with them. Very disappointing.