Mattress Firm
Reviews and Complaints
Unhappy with Crest
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
- Given wrong information on product
Mattress Firm - Mattress Warranty Review
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)
Preferred solution: Credit towards another mattress per the warranty
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.
Horrible Experience
Mattress Firm Lack of ethics
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!
- Mgr appeared to be working very hard to make a deal with me
- When it came to make the purchase he would not honor his offer
Preferred solution: Let the company propose a solution
The worst experience I have ever had
- Constant lies
Preferred solution: Price reduction
Horrible
Preferred solution: Let the company propose a solution
Waited for Mattress for a month
- Sales person
- Mattress firm stringing me along for a month
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.
Preferred solution: Just have my comment heard.
Mattress Firm WARRANTIES are USELESS
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.
- Warranty is useless
Preferred solution: Replace the defective mattress with a good quality one.
Beds are horrable
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.
- Quality
Preferred solution: mattress firm to pay the remainder of the loan off come get the bed
Unsatisfactory Experience
- Sales managers attitude
- Manager was disrespectful
Preferred solution: Price reduction
Wellington Beauty Rest
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.
- Absolute worse
- Customer service warranty service no good
Horrible Mattress
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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.