Anonymous
map-marker Tampa, Florida

Unhappy with Crest

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Their 2000$ finance fee is unheard of in my book as well as others. If I had read reviews I NEVER would have signed to this bill I completely paid off with a zero % interest rate. Crest is a freaking joke
View full review
Reason of review:
Pricing issue
Anonymous

Total rip off

Told store manager we needed a mattress that would let us use our head and foot frame. We purchased a queen dream bed and adjustable base.

When delivered we were told that we can not use a foot frame. Store manager stated we purchased a used mattress and can not return. He stated that we can send back the base and they will deliver a box spring. When delivered the box spring and frame did not fit.

Had to go back to original. We were told one thing and received something else. We will never recommend Mattress Firm. And this week we noticed free adjustable base with a purchase of $500.

We spent over $2,000. what a rip off

View full review
Cons:
  • Given wrong information on product
Reason of review:
Not as described/ advertised
1 comment
Guest

Sounds like a miscommunication as to what can and cant work with an adjustable base. Also discounted clearance items exclude freebies like a free adjustable base or pillows so you didn't miss anything. Pay the sticker price of $4299 for that Dreambed and then the free base would qualify.

Deshawn Sir

Mattress Firm - Mattress Warranty Review

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Mattress Firm - Mattress Warranty Review
Mattress Firm - Mattress Warranty Review - Image 2
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Mattress Firm - Mattress Warranty Review - Image 4

I purchased an Oasis Palm Mattress from Mattress Firm 4 years ago. I also purchased the $100 "protective" cover.

It started to sag on the left side about a year ago. Now it dips over 1 1/2 inches. I tried to go through their claims departments but was denied. They stated the was stain and unsanitary.

The "stains and unsanitary" they claimed was a corner were I laid a wet towel and the other was despite sweat stains (head to toe) from where my fiance has night sweats, and is with the $100 protective cover on. These "stains and unsanitary condition" as the call it would be deems average worn and tear. These "stains and unsanitary conditions" are independent of the poor quality of the mattress itself. I am certain this could be successful argued in court.

There are U.C.C statues that protect the consumer and courts tend to look unfavorably upon warranties that limit the consumers rights to a product that should perform as it was intended. Buyer beware!!! The $100 protection cover the sales person will insist you need to protect your warranty is worthless. It doesn't not protect against dampness and apparently dampness will slightly discolor your mattress.

Thus, by their warranty makes it voided. I look forward to filing a claim and seeing how the court will favor. The Oasis Palm did not perform or uphold as it should. Being that I specialize in contract law and been in a court room enough I know that the limiting a warranty based on average worn and tear verse the actual quality of the product typically is frown upon and the court will typically right the wrong.

To anyone who does not agree with the outcome of your warranty claims, always look into ways to appeal them. Mattress Firm for has written their warranty to limit the consumers' rights and not to back their products. You may find seeking further action is worth your time and investment.

For me, it's definitely worth it. (What I should have done is streamed cleaned the mattress before the pictures so the mattress would be the same color all over, water stained)

View full review
Loss:
$1135
Reason of review:
Warranty issue

Preferred solution: Credit towards another mattress per the warranty

4 comments
Guest

WOW

Guest

Time to shine up that Tin Foil hat you are wearing.

Guest

It is a bummer that bedding manufacturers consider carelessness like a wet towel stain and nightly sweat stains from your boy friend would invalidate your warranty. Good luck with your claim.

Deshawn Sir

NOTICE: - UPDATE DECEMBER 10, 2008

Consumer complaints were taken for possible Class Action Lawsuits against mattress companies for not honoring their warranties. This information collected from consumers was forwarded to a Washington D.C.

based Consumer Attorney for possible litigation. Click on the link below for the result of these submissions with resulted in an out of Court Settlement with National Bedding Company, a.k.a. Serta Mattresses.

Out of Court Settlement with Serta Mattresses

A DL DEWEY Exclusive - BREAKING NEWS - May 26, 2008

In Depth Special ReportReport

Serta Sued Over Bogus Denial of Bed Warranties A Class Action Lawsuit was been filed in Federal U.S. Court against Serta Bed Corporation in Chicago, Illinois, May 13, 2008.

Serta International responded to an increase in warranty claims for sagging mattresses by imposing an "inspection fee" to "investigate" the complaints, and enforcing vague exclusions for mattresses that have "a stain" or are "unsanitary," a class action claims in Federal Court. Plaintiffs have stated that, "Serta has experienced a dramatic rise in the number of warranty claims during the last 10 years. This increase is likely due to Serta and the industry's general shift towards 'pillow top' mattresses, which are more prone to sagging, sinking and body impressions." The Plantiff's claim Serta imposed its illegal "inspection fee," which was not mentioned at point of sale, to recoup some of its costs. They also claim that Serta's "use of the complete exclusion for 'stained' or' unsanitary' mattresses can be applied to every mattress.

Under the Defendant's rubric, once a mattress has been used for even one night,it can be considered unsanitary. As a matter of fact, a mattress does not even have to have a stain to be unsanitary, as demonstrated by several recent news reports and exposes have demonstrated that, under a black light, a mattress with no apparent stain can often contain bacteria, mold,spores and a multitude of micro-organisms. Serta does not disclose the broad applicability of this exception in any manner whatsoever. One plaintiff claims that "the alleged 'stain'" on his mattress "consisted of red fibers left by his red flannel sheets and did not related to thedefect in his bed." Plaintiffs demand disgorgement and compensatory damages for consumer fraud and breach of contract.

They are represented by Edward Wallace and Wexler Toriseva Wallace .

If you are a consumer that owns a bed made by Sealy or any other bed manufacturer that demanded an inspection, or who were required to pay an inspection fee that is no where expressed in the warranty; and/or the inspection revealed a defect in the bed, but the warranty claim was denied because of a stain or unsanitary condition on the mattress, please submit a Defective Bed Submission Form. These will be forwarded to the attornies.

View more comments (3)
Anonymous
map-marker Hamilton Township, New Jersey

Now named mattress firm

The ABSOLUTE worst experience I have ever had purchasing anything. Was scheduled for delivery today between 10:45 and 12:45.

Called customer service at 1:05 and was told I was next up and my new time was 1:20. At 1:35 a driver called me to say it wouldn't be until 2pm. I said..."2pm!!! Fine" (in an exasperated voice).

At 2:30 I called the driver 5 times with no answer. I texted "not answering my call when 2 hrs late is a great way not to get a tip". At that point, the driver told the warehouse that I was "abusive, cursing, and threatening" (total lies) and they refuse to deliver to my house. This driver decided to mess with me because I said no tip.

Spent the rest of the afternoon on the phone with assistant manager at the store, Andrea. She said she would get to the bottom of it but never called me back. Every thirty minutes I had to call her, just to be given run around. Keep being told I will be contacted by regional manager "Tom" who claims he has called me multiple times but either has wrong number or is another liar at this awful company.

Was finally given Tom's number...only to have someone answer and tell me they are in no way associated with Mattress Firm. Andrea in the mean time has become bitter and unhelpful and I have no resolution and no one will reply to my calls. This is on top of an awful experience I had even trying to purchase my mattress.

DO NOT trust these people. This is an awful, awful, terrible company to do business with.

View full review
Reason of review:
Problem with delivery
4 comments
Guest

Anonymous everyone on this site knows your a current employee of mattress firm I never stole anything from anyone in my life I said mattress firm sold used mattresses as brand new I refused to participate in this unethical and unlawful scam.

Do not be made at me because mattress firm is falling apart and no one is shopping there anymore I have many friends that still work at mattress firm and they tell me they get one or two sales per week because everyone that comes in is looking for the best mattress like tempurpidic Sealy Stearns and fosters and mattress firm is not doing to sell because 70% of everyone coming into the stores is asking about these amazing brands but you offers them instead Hampton and Rhodes Sherwood brands no one ever heard of and then you mattress firm tries to sell them sega and Simmons mattress for the same price they charged for tempurpidic when before tempurpidic left mattress firm.

Guest
reply icon Replying to comment of Guest-1388299

Serta

Guest

So you are admitting to being a thief stealing from customers for years? A skunk can't change his strips. Go away!

Shimeka Iom

I worked for mattress firm i know how they operate you should do this stop by the store demand a full refund anyone working at the store is able to issue a refund no reason to involve the all mighty regional manager the know all do all master of the trade also known as a person who only manages 3 to 5 district rather than an regional manager for manages 3 to 5 markets. the reason she was giving you the run around is because you were the only sale for the week and if they refunded you your money they would not of made a profit for the week but thats not your problem your need a refund in full

View more comments (3)
Anonymous

Horrible Experience

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I purchased the presidential infinity chair at the State Fair of Texas for $5500. Got home and found similar chairs for half the price on line! Called within 12 hours to cancel my order. I was to be called back within 12 hours with a cancellation number. No calls. I made repeated calls no response!! Finally got nasty with them. Some manager called me back and offered me the chair for $2900. I said no and he hung up on me!! I called him back to tell him I would never do business with his company! I also called the bank to stop payment on my money. I have never been treated this way before!!
View full review
Reason of review:
Return, Exchange or Cancellation Policy
1 comment
Shimeka Iom

you can return the chair within a year of the date of purchase if you were told its brand new call the number on your reciept and ask for a full refund.

Lizandra Yyr

Mattress Firm Lack of ethics

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Mattress Firm Lack of ethics
Mattress Firm Lack of ethics - Image 2

I went to a Mattress Firm in Wake Forest, NC and was met by the store manager. After going back and forth (over a four day period) and trying to get the best product and lowest cost, he made me a very good offer and put it in writing.

I had narrowed my choices down to his mattress and one from an online competitor. I told him I needed to do some more research between the two. Two days later when I went back in to purchase his mattress he decided to renig on his offer, he said the company was not going to make enough profit.

He said " I was just trying to earn your business"! Go figure!

View full review
Pros:
  • Mgr appeared to be working very hard to make a deal with me
Cons:
  • When it came to make the purchase he would not honor his offer
Reason of review:
Poor ethics

Preferred solution: Let the company propose a solution

5 comments
Scherrie Hvc

I worked at mattress firm for more than 3 years to be honest with you the company never told me that I can't do a deal because the company is not making money as long as the company made money on the purchase I can make any deal that I want the sales person could of saved you an additional $500 if he wanted too but he did not want too.

The good news is that you happened to get this deal from someone who is honest because every item is prime which means brand new 90% of the sales people would of sold you a used mattress and told you it was new.

Guest

That's Mattress Firm for you!!!! LIARS, unethical garbage.

If you need a mattress go through the manufactured such as Tempur-Sealy, Simmons etc.

you will get a good manufactured mattress not subpar waterdowned version that they make for Mattress Firm which it gets for very low cost than mark it up 150-200% and sell you a lesser quality mattress. Cut out the middle man and get your mattress directly from the manufacturer.....

Guest

If you were to bring that quote in it would absolutely get honored but you have come to the store 4 different times and each time going up in product and expecting that same quote total. No business works that way including Mattress Firm. Get it together

Scherrie Hvc
reply icon Replying to comment of Guest-1349338

Mattress firm actually works just like that that's how the mattres business is structured consumers have to negotiate you apparently don't have an industry experience plus comments are supposed to assist people not bring people down. Now mattress firm is about to close over 500 stores this year they will take any type if deal if they make $1 They will take the deal there is an 80% chance that mattress firm will be sold off because the parent company is strapped for cash.

Guest
reply icon Replying to comment of Scherrie Hvc

Yeah he'll probably be bankrupt by the end of the year Steinhoff is screwed and mattress firm has no money but to the point of selling people work to earn a living depending on what pricing that guy gave you he may not make one penny on selling that mattress to you and then dealing with you for four separate days just buy it online or leave the poor guy alone so he can earn a living...that's the problem with most consumers in America all they care about is the price and then they *** that they get poor quality you generally get what you pay for

View more comments (4)
Anonymous

The worst experience I have ever had

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This company is a joke and a complete rip off. 1.) Driver drove off with my mattress, haven't had a bed for a week, I have had to stay with family and its been aweful 2.) Overcharged me 3.) Brought the bed after a week and forgot box and base 4.) Trying to charge me more 5.) Sales person will not call me back Do not buy a bed from this company you will regret it. I have never been treated like this in my life and its not right, this company sucks! Who ever runs this company needs to be replaced along with their wholestaff.
View full review
Loss:
$650
Cons:
  • Constant lies
Reason of review:
Poor customer service

Preferred solution: Price reduction

2 comments
Guest

With all these issues you need to ask for a refund because it appears the market you purchased from is unorganized.

Guest

Call 877-246-**** customer service corporate, and request a District Manager return your call. Usually a customer satisfaction price adjustment is offered when delivery issues occur. Otherwise, you have 120 days to return your purchase if not completely satisfied.

View more comments (1)
Anonymous
map-marker Philadelphia, Pennsylvania

Horrible

i purchased a Box Spring and an extra soft Mattress. The Price was right and delivery was scheduled for later today. The truck arrived and parked 6 doors away from my house. The Driver looked around moved the Mattress off the bed and decided to leave it there and started to drive off. My friend chased after them and they said there may be evidence of years ago bug infestation. Being handicapped I was left to try and put the old mattress back, that mattress had a plastic cover as required by the city. I was unable to reach the Store where i purchased the Box Spring and Mattress, I called Corporate who contacted another store who called my Salesman. He said he would arrange for a new delivery. The other store was rude to me and said they would not put the new set in my bedroom. They can just leave it in the Hallway and I will put them on the bed. I did not have a box spring for years and made do with another old fashioned Mattress. Is this any way to run a business? My so called neighbors whom I help all the time of course had excuses, my back I m busy etc.
View full review
Loss:
$80
Reason of review:
Problem with delivery

Preferred solution: Let the company propose a solution

1 comment
Guest

Are you complaining that your neighbors are too busy to help you and that's Mattress Firm's fault? As far as previous infestation they will not deliver a bed or take one away unless you have a current certification stating you do not have bugs.

Anonymous

Waited for Mattress for a month

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Bought an adjustable frame, a pillow, protector and I thought a memory foam mattress on Aug. 5th Mattress price is over $4000 for a king. Salesman (VERY nice) told me it would be 2 weeks. That did not set well but I decided to go ahead with it. Delivery scheduled for Aug. 22nd. Day before delivery I learned mattress will not be delivered. No one seemed to know why. I took off a day of work so had the other items delivered. We rescheduled mattress delivery for Sept 2nd. Almost a month from date of purchase. Checking with my sales person yesterday, Thurs. Aug 31st all was in order. I called the retail store today to confirm delivery for tomorrow and learned today, Sept 1st. NO mattress. I work on Saturdays and took another day off of work for delivery. They do not know when the mattress will be at the local warehouse. I had my purchase (mattress) refunded. I contacted Simmons 2 weeks ago and they escalated to customer care at Mattress Firm and I got a case number. CC is a joke as I never heard from this company.
View full review
Pros:
  • Sales person
Cons:
  • Mattress firm stringing me along for a month
Reason of review:
Problem with delivery
6 comments
Guest

No Bull *** it's the company Mattress Firm not the manufacturer. Mattress Firm warehouses are empty. They suck....

Guest

Who is the Anonymous *** that thinks they must comment on every post?!

Guest

Your post implies that the retailer is intentionally screwing with you. The supply channel from the manufacturer is what causes most fulfillment issues.

Bethsaida Zcz
reply icon Replying to comment of Guest-1368722

BS! Mattress Firm CSR called me two days before my first scheduled delivery, August 30th.

Then a local store manager called me Aug 29 to inform me I wouldn't be getting my bed. I took the day off as well.

I contacted my sales person from the local fair who gave me the company storyline. Then I was contacted by Jose, a regional manager who fluffed the story even more.

Per Jose, I should be getting my bed tomorrow, but he texted me and told me not to take the day off because, again, no bed to deliver.

MF is not a reputable company in my opinion.

Guest

Update: The mattress was finally delivered today. 5 weeks exactly from date of purchase.

To the Anonymous person who made a comment; Not sure where you are getting your information and the ridiculous statement you made about provoking a customer. I have learned why Mattress Firm had a 2 week delivery time from date of purchase and then scheduled 2 deliveries, 2 weeks apart then canceled the day before and almost canceled a 3rd which was for todays delivery.

In reading your comment I wonder if you work for Simmons or for Mattress Firm? Don't really care but that is how it reads.

There may be more to this issue than you know so before you spout off, please do your due diligence and research the facts which should include not just the reason for the multiple delays but how both companies handled the matter.

I will say the 2 guys who delivered my adjustable base and other accessories last month were incredibly nice and the 2 men who delivered my mattress today were professional and wonderful as well.

Should you feel the need to defend either company feel free. I will not be responding to you.

Guest

Do you think the Retailer does this intentionally to provoke customers? Why?

It appears this was a back order due to high demand and Simmons is trying to catch up fulfillment on orders. This puts the retailer and the customer in an awkward position and at odds.

View more comments (5)
Anonymous

Irritating ad

The so-called music on the Mattress Firm tv ad is the most annoying thing I have ever heard. As soon as I hear the first 2 notes I either mute the sound or change the channel.

This ad will never make me even consider trying their product. I am a musician. I do not consider this to be music. To my hearing this is just a series of extremely annoying noises.

Music in a commercial should draw the customer in and make them want to listen to the commercial. These sounds repel me and make me completely loose all interest in what the commercial is trying to sell me.

View full review
Reason of review:
annoying ad

Preferred solution: Just have my comment heard.

1 comment
Guest

"I am a musician." HAHA no.

Anonymous

Mattress Firm WARRANTIES are USELESS

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Mattress Firms execution of manufacture's warranties are a JOKE. They will send you a piece of yellow string with a round washer on one end and a cardboard popup for $29, which they call a mattress warranty kit.

The idea being that a string pulled tight across the mattress will reveal any issues with the bed. This is utterly ABSURD! Apparently the only thing that can go wrong with a bed are depressions in the top of the mattress. However mattress manufacturers have figured out a way to not stand behind mattress warranties.

They put memory foam in the top layers of the mattress, so when you get off the bed it pops back up into place. This allows mattress firm to say that I don't have a warranty issue even though the coils in the bed have broke down and are now non-existent providing NO support of any kind, after 4 months of use. Amazing how you can get a good warranty to cover everything except for one of your largest purchases like a mattress set. In the monopoly of mattress manufacturers the consumer is getting taken advantage of.

Mattress Firm propagates this activity.

They don't stand behind what they sell and say you have a comfort problem not a defect. Mattress Firm is a company of THEIVES.

View full review
Loss:
$2092
Cons:
  • Warranty is useless
Reason of review:
Warranty issue

Preferred solution: Replace the defective mattress with a good quality one.

1 comment
Guest

Retailers are bound by the terms of the warranty from the manufacturer. Go make your own mattress and then you won't complain to anyone but yourself.

Anonymous

Beds are horrable

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after my exchange of the bed I bought for a more comfortable bed I gave the second one longer to break in. $1700 dollars later my back and legs are killing me when I wake from tossing and turning all night.

the store referred me to customer service and would not help. I want the remainder of the bill resolved. mot looking for a refund i'll take a loss on what I've paid. I just want to go somewhere else and buy a comfortable bed so I can sleep.

they can come get the bed I don't want it. I do not want another bed from this company I think the beds are all poor quality.

View full review
Loss:
$1700
Cons:
  • Quality
Reason of review:
Bad quality

Preferred solution: mattress firm to pay the remainder of the loan off come get the bed

2 comments
Shimeka Iom

if it has not been more than 120 days you will get a refund from the store you purchased at not customer service minus delivery

Guest

Is that the whole story or did you leave out the part you kept the mattress past the 120 day home trial? Which is it?

View more comments (1)
Anonymous

Unsatisfactory Experience

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Four months ago, I bought an adjustable bed(Full Size) from MattressFirm, I picked out a soft mattress(I thought) paid $1300.00 for the set. When I got the bed, the mattress was almost as hard as a rock, so I complained that it was not the mattress I oerdered. they exschanged it(for an additional $160.00 additional cost) and was told the mattress had to be "developed" "B oken in". so I used it for 3 months, tutned out it had a ridge down the middle so I thought I was always going to fall out of bed, plus it was not the "soft mattress' I had ordered. so they replaced it again at an additional cost of $176.00 so not I have paidan addditional $330.00 for a $1200.00 bed making it a $1500.00 bed, the mattress still was not the one I was shown in the store, still hard and appears to be the same type I started with, so I had to buy a topper to gon on the bed so I can sleep at night. I will never buy another product at mattress firm if I live to be 200 years old. Beware, they do not give you the product you order, they think you willo just go away and put up with their deception.
View full review
Loss:
$1530
Cons:
  • Sales managers attitude
  • Manager was disrespectful
Reason of review:
Poor customer service

Preferred solution: Price reduction

1 comment
Guest

You likely failed to rotate the mattress to allow even break in.

One side will break in faster than the opposite side creating the perception of a center ridge. You must rotate the mattress for the initial 4 to 6 months. Otherwise you will remain frustrated no matter where you purchase.

Good luck.

Anonymous

Wellington Beauty Rest

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Worse mattress ever Beauty Rest sinked in the middle after 2 months. I paid over 5,000 for this mattress that I cant even sleep on.

Mattress Firm dont want to honor the warranty as usual always trys to get out of there responsibilities. Never again would I purchase anything from them nor recommend anyone to do so. So much money I spent and after a few months they bullshiting me. Now my husband and I rolls to the middle after laying on the bed.

What a shame. I even try reaching out to corporate all I need is a different mattress.

View full review
Pros:
  • Absolute worse
Cons:
  • Customer service warranty service no good
Reason of review:
Warranty issue
4 comments
Shimeka Iom

the events team offers a one year return or exchange policy the store offer a 4 month return and exchange policy.

Guest

Mattress Firm features a 4 month home trial with EZ returns if not happy ... you likely are already aware you purchased a floor model or clearance mattress.

Check your receipt for NO WARRANTY NO RETURN NO EXCHANGES. If you did purchase new and not clearance, then call main customer service number 877-245-**** and they will assist you.

Guest

Anonymous there is nothing missing mattress firm scammed him out of his hard earned money mattress firm sells used mattresses as new in thier outlet and mega store locations how many times do i have to tells you this for you to understand.

What experience are you speaking from i worked at mattress firm for more than 3 years i know thier policies i worked at outlet and mega centers where the district manager gives us a call and tells us scam as many people as possible and i refused to take part in this fraud. what experience are you speaking from you are passing out lies to members of this community lies about how good mattress firm is. stop putting down every member that writes something you dont agree with treat everyone with respect and dignity keep it real with members of this community.

Guest

If you purchased an OUTLET Mattress, they are sold AS-IS NO WARRANTY NO EXCHANGES.

If NEW you can return or exchange within 120 Days.

Something is missing from your story or you are not being truthful.

Which Is it?

View more comments (3)
Ebrahim Ymz
map-marker Spokane Valley, Washington

Horrible Mattress

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I purchased my soft pillow less than 2 years ago and I am already having problems. I bought the box spring, frame, and mattress together for almost 1,500.00. The mattress sinks up by our heads, it box spring squeaks, and it is very uncomfortable to sleep on. It seemed to do fine for 6 months but now its just awful and so uncomfortable that it makes it difficult to sleep on.
View full review
Reason of review:
Bad quality
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