Reviews

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.

I purchased a tempur-pedic mattress from this store totaling near $5000.00 I paid for removal of my old bed and set up of the new. The two rude men who came to my home said it is not policy to remove the old bed. They were in an extreme hurry to set up my bed and leave. So my 25 year old handicapped son disassembled my old bed and I managed to get the frame to my living room and the men had already moved the mattress there. They put the new bed in and left. No instructions on the new remote to the bed. No instructions to set up the app. Here is your bed. Goodbye. I called to complain and corporate called me. She was as nice as the two men here and said she would refund $75.00 of the $150.00 set up/removal fee that I paid because they did set up the bed. Telling me that the salesman was new and should have explained they have no tools. Terrible service for the amount of money. Will not do business ever again.

On November 20 I purchased a mattress for $721.23. I was told by SLEEP EXPERT Adeola that I would get my mattress by November 29. then he proceeded to tell me that I needed a boxspring to go with my mattress, even though he said before, then that the mattress did not need one. So I waited all day for my mattress to arrive in here to find out the mattress was never in delivery mode for me to have it. I called and talk to a customer care associate and they stated to me that my card was on file waiting to be charged for two box springs, which I did not authorize so I had to wait three more days till my mattress came on December 2, 2024. When the delivery gentleman came to my home, they rang the doorbell dropped my mattress on the porch, which was supposed to be delivered by the garage asked me to give them a great score and hopped in their truck and left. Taking my mattress in the house and notice a huge hole in the back of the mattress so I called customer care . They stated we will do an exchange on your mattress we will send you out a new one on December 11th the email told me that it would be delivered in the morning a few hours go by so I called the 1- 800 number and the sleep expert Adeola started that there no order for new mattress on order. But then proceeded to tell me that they do not have one in the warehouse that’s why I couldn’t get my order delivered. No one called notified or emailed me the situation. So I asked to be compensated for inconvenience and he stated to me that we’ve already gave you 10% off already you you just want a free mattress. But I paid for a mattress that had a hole in it that I did not know had one in this is a horrible company. They will not let you talk to anyone. I’ve talked to Multiple people and no one knows anything about my exchange or my order but they knew to take the money off my credit card. I will never buy anything from them again. I need resolution for this issue and people need to know about it. Do not buy from them.

I spent $3500 dollars on a Purple RestorePremier Cool Touch 13inch Hybrid Queen Mattress. For 2024, the median price for a Queen-Sized Mattress is between $1000 and $1800. By paying $3500, I thought that I was getting what I paid for: a high quality, durable mattress that would provide the comfort and support than I need to get a good night's sleep for years to come. Instead, I found out that this mattress is very unsupportive and unstable. The 3-inch purple grid sags like a hammock towards the middle of the mattress. I am a strict side sleeper, and I can feel my legs and my torso being pulled towards the middle of the mattress. In addition, the memory foam "hats" below the grid make the instability even worse. When you get up to go to the bathroom at night, or if you need to change sleeping positions from one side to another, the memory foam takes several minutes to move back to its "no load" position, which adds to the instability. The result is back pain and restlessness, and it is impossible to get a good night's rest on this mattress. I called and talked to the local Mattress Firm Supervisor and told him about the mattress. Please, do not be fooled like I was.

I purchased my mattress over the phone during the free adjustable base deal they had. I purchased what seemed to be a nice looking firm mattress. I also purchased the extended warranty and delivery and setup option. Delivery, setup, and removal of old mattress was fine. When the mattress was brought in it looked like an old school spring mattress. We slept on it and realized it was like sleeping on the floor. We tried it for a week and had enough. I read on the website to give it 60 days to adjust. After 30 days we couldn’t do it anymore. I tried to return everything and was told there would be a $199 restocking fee, $99 pickup fee, and the adjustable base is non returnable and would cost $599. ?? I purchased the whole setup for $900 plus the warranty. I then asked to have the warranty canceled and refunded and was given the run around that I had to call the actual insurance company that handled it. When I called them they informed me that only Matteess Firm could refund me for this. Long story short I got the warranty refunded and am going through my credit card company to handle the remainder. You guys are an awful company and will be sure to let everyone know when I can ??.

A complete scam and rip off, but when you're poor and need a bed, they take advantage of you. The interest is horrible and the mattresses are honestly like the mattress I might have had when I was a kid 45 years ago. My bed is supposed to be a tempurpedic. I tried three mattresses. They all are spring mattresses. My sister said the same thing as well as my daughter and her husband. My mattress isn't worth $150.00, but they charged me around 3 grand. You would have better luck, buying one from *** ****.

Hi Ms. *******, 

We’re sorry to hear that the mattress isn’t meeting your expectations. To ensure your concerns are fully addressed, a Corporate Escalations Specialist will be reaching out to you soon.

Thank you