Customer ReviewsforMattress Firm (Corporate Locations & Office)

I purchased a mattress and box spring from Mattress Firm which was delivered less than 2 weeks ago for my guest room and has not yet been used. The sales person in the store was pleasant and helpful and patiently answered all of my questions, as it had been decades since I purchased a new bed. Box springs now appear to be optional and I was not accustomed to having choice of whether to purchase one or not. I ended up buying the matching box spring at the recommendation of the sales person. I gave Mattress Firm a great review. A significant issue arose this past weekend regarding the box spring arose this weekend. I reached out to the store where I purchased the bed for which I had paid more than $2000. The matter could and should have been handled quickly and with enthusiasm and dispatch. Instead, a very poorly trained, unjustifiably arrogant individual called me back, likely for the expressed purpose of insulting me and sabotaging and constructive resolution to this matter. I am extremely upset at this point

Been waiting for delivery all day, gave up our old mattress to a friend so will be sleeping in the floor tonight. The delivery tracking system is not showing real data even received notice two times that delivery would happen in 10 minutes, never had a call from the delivery service, spent all day at home waiting for this. Total waist of time and the frustration of not even having a call to tell me delivery was not gonna happen. Very upset and disappointed.

Purchased a beauty rest mattress 13.5” and it didn’t last a year. I am 125 lbs and should not break a mattress down in 10 months. Huge gap to toward the middle of the bed. Warranty has you lay a broom stick and use a piece of paper to show sagging which they deny. The sag is 2.5” and they said it’s normal wear and tear. Go anywhere but mattress firm to buy a mattress!

I bought Sealy twin xl mattresses, box springs and frames from your store in Atlanta, GA back in January of 2024... the branch of MF has since closed down but the issue still remains.. one of the frames is falling apart and when I called to find out how to go about getting it fixed, I was told to go online and fill out a warranty claim. I went online and found out that it was going to cost me $80 (which is more than the cost of a new frame) to have someone come out and look at the frame. I called back to speak to the manager, I was told that was Mattress Firm's policy and there was nothing he could do. So now I am stuck with a broken frame and warranty that is useless. I trusted Mattress Firm to hold up to the standard that they portray and I was very much mistaken. I would never buy or suggest any one I know to use this company.

Purchased a Sleepys Deluxe Adjustable Base from Mattress Firm less than a year ago. About 2 months ago the bracket snapped from the frame when we lifted it. We called Mattress Firm and they told us to call the # on the manual which was *******. So we called them they created a service request and told us a tech would call us to make an appointment. Noone ever called so we called ******* back and we were advised someone didn't put us in the system but they would send parts out ahead of time so it could be fixed quicker. So we were provided another tech they did contact right away although the appt wasn't for weeks we took the appointment. The tech came out and basically said the bed was not repairable and he would send his report to *******. Another few days passed noone called us so we had to call them and we're advised the the model had a known defect and we would get a replacement I advised that I would prefer a refund if it's a known problem I'm sure the next one will have the same issue. We were given several numbers and found some online. Called Mattress Firm, *******, Sleepys, the extended 10 warranty dept, Resident Home, etc and everyone gave us the run around saying that they do not handle replacements and they all passed it off to the next company and i called and ended up in a complete circle. Frustrated we decided we would take the refund since we were getting noonwhere so we called ******* back and the latest rep told us we weren't in the system and had to have a rep come out all over again. This has been a complete nightmare from the beginning. The bed is cheaply made yet very expensive and we have been getting the run around from every single company we have dealt w w this issue. Unfortunately I will no longer be purchasing any products from them as their customer service skills are horrendous. We are stuck with a broken $1500 pile of metal.

Worse place to buy a mattress , I have spinal stenosis, went to this store thinking personnel was trained to deal with customers with some kind of health problem , it happened that they are not , you go to the store and you feel unwanted , they explained how warrantee works normally ten years , but when is time to claim your warranty they gives you the run around, I don’t recommend this business to anybody

Spent $3000!!!! on mattress that did not last 2 years and our warranty claim was denied because of a marker stain on the mattress. It doesn’t matter that the stain has ZERO to do with the fact that the mattress was so awful the foam completely separated and ripped! Now we are out THREE THOUSAND dollars and no replacement! I wouldn’t spend another cent with this unethical company!

ordered a mattress and an adjustable bed frame from Mattress Firm. The delivery was scheduled for the following week, and I was told that I would be contacted the day before with a delivery window time. Well, I was never contacted, so on my scheduled delivery day, I called customer service only to be informed that both items were out of stock at the warehouse and that they themselves were not aware of that until my call. Then, they proceeded to reschedule a delivery date without confirming it and with a twelve-hour delivery window on a Monday. I am NOT happy with their service period.

Their Policies should be illegal when returning a mattress that is not right for you after you receive it. Had it dropped off got charged for them to just drop it off I got rid of the mattress myself the frame didn't show up till 2 weeks later still in the box. Again no setup or removal but got charged. Got talked into financing it opened a card unfortunately. The total was 1021 the refund amount is 723 how that works I don't know but I have to pay them for something I can't use. It should be illegal what this company does. This review is not aimed at the employees they unfortunately have to follow these terrible policies Corporate put on them. Buying a bed is a luxury in these times and unfortunately I will never step foot in a mattress store because of this horrible experience.

I was VERY disappointed with Mattress Firm in Phoenix AZ. On 5-15-2024 I entered the store and met their sleep expert, Brad. After a bit of conversation, I asked "what is their return policy?" I was told "you have 120 days to decide." I purchased the Beautyrest black series three mattress and the electronic frame as it was shown. After delivery, I found the mattress to be very uncomfortable and on 6-24-2024, I went to the store to return it all. It was only at that time, I was told there are "no returns on the frame." I felt that I was taken advantage of by their salesman not qualifying the proper answer to my initial question. He should have told me the return was only good on the mattress, not the frame. I will never go back to the store located at 2112 East Highland Avenue, Phoenix AZ 85016