I left a message a week ago at a customer service number given to me by a mattress Firm location...no response. I emailed the customer service...no response.
I called 1888-811-5053 and got a real person who instituted a trip ticket for me and promised a service tech will be in touch to repair our broken frame within 48 hours.
So if you are having problems call this number. She even took my email address so I will be in the loop with her contacts to the tech...good luck all, just wanted to share a success.
I liked: Bed is amazing.