Mattress Firm Reviews 385

Was lied to about delivery time. Was told that my purchase would be the next day, came next day NO delivery. Called to find out where my delivery is. Was now told 7-10 days. I asked 3 times about next day delivery and was told 3 times yes. I guess after purchase they do not give a shit. The answer way delay was "We gave you a discount". Money was not the issue the quick delivery date was most important.

Date of experience: July 05, 2025

Gor ripped off from Mattress Firm. Their so called sleep experts suggested the worst mattress I have ever slept on, causing me to be in pain from how much it sinks in. They were contacted immediately for a full refund & all I got was to charge me more money to take it back. They do not stand behind their products & don't believe what these sales people tell you. All they want is the sale & then your stuck with a bad mattress. Very disappointed with how I was treated & will never step foot inside another Mattress Firm again.

Date of experience: July 03, 2025

What a fraudster, when you claim your warranty honestly, they deny you and come up with nonsense excuses and policies. Where were those policies when a customer buys the whole set from your store and you don't tell them that this won't cover the warranty of this mattress. When a mattress becomes defective you bring up all those policies. On other side there are people scamming the hell out of ya all by submitting some other base and mattress so just they can get a new mattress. On the opposite side you guys commit fraud with the hard working and suffering from painful sleep customers on your defective mattress. Especially after thinking that you have bought a mattress that will last you 10 years after paying more than $3800 for just a mattress.

Date of experience: June 12, 2025

Took out extended warranty, within 3 years the mattress was shot. My wife developed severe back problems, she had to go to PT for the pain and be on medication to slightly relieve the ongoing pain. We took tons of pics send it to them and they told us the manufacturer will not honor the warranty. They are owned by Simmons. So save yourselves lot of money and heartache and NEVET BUY THEIR MATTRESSES, they are low grade material BUYER BEWARE!!!!! Also they DO NOT HONOR THEIR WARRANTIES.

Date of experience: June 04, 2025

My technician guy Juan Gutierrez did a excellent job on adjusting our bed and was very knowledgeable about our bed.

Great experience and we was well satisfied.

We are very satisfied with our bed. Great sleep.

Thank you

Date of experience: June 02, 2025

1-Star Review: Mattress Firm/Synchrony Credit Card Accountability
Pros: The initial sales process was smooth, and the bed we ultimately received meets our expectations.
Cons: I am deeply frustrated with Mattress Firm’s handling of our refund and their lack of accountability. During our purchase of a $6,140 mattress, the store manager strongly encouraged us to open a Mattress Firm/Synchrony credit card to qualify for a rebate, despite our intention to pay in cash. This felt like a high-pressure tactic to push us into a credit agreement, which has now led to significant inconvenience.
Due to the need for a firmer mattress, we returned our original purchase, resulting in a $762.65 refund owed to us since February 20, 2025. As of May 20, 2025, we have yet to receive this refund. The credit card company claims “the check is in the mail,” but our secure, locking mailbox has received no such payment, strongly suggesting it was never sent.
When I raised this issue with Mattress Firm, I was told the matter is between me and the credit card company. This is unacceptable. Mattress Firm’s name is prominently displayed on the red credit card, making them equally accountable for this process. Furthermore, the card’s exorbitant 39.99% APR for late payments is outrageous, and I believe Mattress Firm owes me equivalent interest on the delayed $762.65 refund as compensation for this prolonged inconvenience.
This experience has revealed a troubling pattern, as I recall discussions with store staff indicating awareness of refund delays. Mattress Firm must take responsibility for their branded credit card and ensure prompt resolution. I urge them to deliver the owed refund immediately, along with appropriate compensation for the three-month delay.

Date of experience: May 20, 2025

Mattress Firm censors honest opinions. It sends me a survey but only allows opinions on the quality of the mattress, not on their service. I think it's because they know their service is shawty. They give you a reasonable date of delivery but they never deliver it on that date. They usually push delivery forward an additional week or more. When they deliver, you get one English speaking person, if you're lucky the person speaks fairly good English. Maybe that will change now that illegals are being deported.

Date of experience: April 18, 2025

I recently oversaw the purchase of two mattress sets. One for my elderly aunt and the other for her handicapped son my cousin. Antony B. was the knowledgeable no pressure salesman who took them both on a tour of the stores mattresses explaining the feautres of each and the value of the types of moveable frames. Both my aunt and cousin after testing out several mattresses each selected one. Because of their age I insisted that mattress cover be installed during delivery and Antony B. called the deliver service to confirm the value added service was available. At deleivery the value addeds service was unknown to the deleivery persons. I called Antony B.. and he spoke with the delivery lead and he extended his services of placing a mattress cover on both mattresses. The delivery personel were pleasant and efficent. Best of all both my elderly aunt and cousin are very pleased with their mattress purchase. In addition a 5-days are delivery Antony B. called to status the overall delivery experience which was 5-star. So was our sale by Antony B.

Date of experience: April 27, 2025

Do not attempt to make a purchase!!! I was billed three different times and have not received a refund whatsoever. Mattress firm keeps using the excuse. They don’t have an order on file even though the transactions are posted onto my account. DO NOT MAKE A PURCHASE HERE!!!

Date of experience: April 21, 2025

Horrible company & Guarantee! I was told I could try out my new mattress and exchange it if I wasn't satisfied. I returned to the store 2 weeks after purchasing a new Purple mattress. When the delivery with my new mattress came, they said there was a spot on the mattress and they couldn't do the exchange...the spot the delivery people put on the mattress! I cleaned it (as directed). They said they were unable to do the exchange because the spot was still there. THE SPOT WAS GONE AND SO WAS MATTRESS FIRM. DO NOT BUY A MATTRESS FROM THEM EXPECTING THE CUSTOMER SERVICE TO HELP. HORRIBLE TRANSACTION.

Date of experience: February 17, 2025

Honest? Not mattress firm they need to review their policy.
No service nor help in resolving a broken adjustable bed 2 months old, even with purchasing a 5 year warranty Now this is not the American way.
Do not buy from them.

Date of experience: January 13, 2025

Bought a sleepy Cerda matthis calking size from nia, who was a wonderful sales lady very helpful and everything went smoothly. The price was very good and.
Being a cow king it took a little longer to get so I waited a week. And the delivery service hadn't here at the time they promised and everything went smoothly. And I'm very happy and I would rerecommend this mattress company to anyone who wants to buy a mattress. Be sure to go to nia at the Antioch office. She's the one that I spent most of my I negotiating wit will.

Date of experience: April 07, 2025

Stay Away! Shop with a company that has a good reputation and with good reviews. Mattress Firm does not honor their 120 Night Sleep Trial guarantee. They use deceptive tactics and can’t be trusted. They lie. They did even give me a printed copy of the 120 Night Trail but said they did. Be sure to ask before you purchase and read the fine print.

Date of experience: November 22, 2024

I purchased two mattresses online for delivery on 1 April. I received two email updates confirming my delivery would be soon (on 1 April). Both messages said I would receive a call the night prior letting me know the delivery window. But I didn't get a call the night before ... and I didn't get my delivery on 1 April. When I called to ask why I did not recieve my order, I was told there was a mix-up with my address. So, my order was not loaded on the truck that day. When I called the next day to confirm delivery, I was told that both mattresses were discontinued and out-of-stock. The representative said the 'computer' never should have let me order the discontinued items in the first place -- over a week prior. And then, they tried to sell me two other mattresses!!! At no time before I called about the missed delivery, did anyone from MattressFirm attempt to contact me about an address 'mix-up' or the fact that they didn't even have the two items they sold me. Instead I waited in vain for mattresses that were part of a bait-and-switch scheme and then had to pay for a hotel room as I had no mattresses. There needs to be negative stars for the way this firm treats its' customers. (PS - They still have not refunded my payment!)

Date of experience: April 01, 2025

Terrible Exchange Policy – Bait and Switch Tactics!

I recently purchased a mattress from Mattress Firm during a promotional sale. The mattress and base were part of a bundle deal, and I was happy with my purchase. However, after receiving it, I realized I needed a different size and requested an exchange.

I was initially told that I would have to pay a $99.99 return processing fee, which I reluctantly accepted. However, despite the fact that the mattress price difference between sizes was originally minimal, they suddenly claimed that the mattress was no longer on sale, making the exchange cost $851.18 more! This is completely unfair and deceptive.

When I bought the mattress, the price difference between sizes was always the same, no matter which one I selected. Now, they refuse to honor the same logic and insist on charging full price. Their excuse? "Promo codes are not valid for exchanges."

This is a classic bait-and-switch tactic – they lure customers in with promotions, then make exchanges impossible without outrageous fees. Avoid Mattress Firm unless you enjoy getting scammed.

I will make sure to share my experience across all review platforms so others don't fall into this trap.

Date of experience: March 09, 2025

Our local MattressFirm sold us a faulty BeautyRest mattress set and made us go through BeautyRest after the third party MF sent out to measure and photograph told us it was, indeed, faulty.

MattressFirm sold us a mattress they knew had a tendency to crush down on the sides and top. Now we are stuck with an uncomfortable mattress in only our third year of purchasing it! What a waste of $2,000+!!!

Date of experience: March 06, 2025

I want to say that I have been threw HELL AND BACK, personally mislead as a customer like you would not believe!!! I walked into your Rockland plaza store and purchased iteams on 02-02-2025 originally got an amazing deal. My delivery came to my house and mind you after set up on 02-04-2025 my partner and I almost collapsed to the ground due to poor set up. The next day went back into the Rockland plaza store met with another rep who was amazing by the way and took our matter seriously ended up getting a good deal with protection plan. Then on 02-14-2025 I had seen online that the president's day sale was cheaper for a better mattress than the one I originally ordered and the adjustable frame was at a cheaper price then what I paid before the managers special that was originally applied. So I spoke with my original sales rep and asked to switch out my mattress and put me in a better one knowing to receive what was to be an adjustment to my lease in price and quality but was told to wait till wensday February 19th and meet with my original rep to make those actions. We'll lord and behold wensday February 19th came and I walked into the Nauet store and was told by the rep that my original sales rep was supposably Majorly sick and i mean ill mind you I felt horrible for i who have multiple major health issues take sickness seriously!!! Expressed to that rep what i was wanting to have adjusted and was told that I was misinformed so for the inconvenience the district manager would be willing to offer my switch out of my mattress and put me in the one I wanted for $100.00 more and that adjustments to my lease would not be honored as agreed with my original rep. Huge miscommunication on my original sales reps part!!!. Was then at that time told by that rep to personally call my rep and deal with what I needed and to also call another store manager from a different state and have them take care of me like I was now an employee and no longer a valued customer meanwhile chuckling at me in the most wise crack manner!!!. So after all that BS was said and done i was at that time told that a District Manager would be contacting for my current issue by 3pm or 48hrs. I ended up going to the Rockland Plaza store and told that rep mind you who was absolutely amazing but appalled from what they was hearing of what I just went threw with that other rep. Ended up calling their store manager Hovadis who just so happen to be in the area took my complaint to heart and offered me 10yr protection on both mattress and adjustable base with the $100.00 that was used with the rep from the other store, also told that MY ORIGINAL REP WAS NEVER SICK NOR ILL THEY JUST WAS GIVEN A DAY OFF. NOT COOL TO LIE ABOUT ANYONE BEING SICK!!!!. Now at this point I am told my new replacement will be delivered 02-20-2025 and all will be settled...got my replacement and was accused by the delivery reps that their was mattress damage which ended up being false and situation fixed on their part for mishandling the switch out approved by their supervisor to move forward and sign my invoice as all ok!!! Thank God!!!. Ended up going back into the Rockland Plaza store 02-21-2025 meeting with another rep expressed what happened with my delivery and current situation and finally got to speak with the District Manager that was supposed to take place the day before but was told that he wanted his employees to handle the situation....that's your job not your employees!!!! That's #1!!!!!. Moving forward i am very greatful for all your Manager has done for me..and...Naomi and Ed for handling my situation with compassion and respect and for taking me as a customer seriously 😊. ALL THIS COULD OF BEEN AVOIDED WITH BETTER COMMUNICATION AND CLEAR CUSTOMER SERVICE TRAINING.

Date of experience: February 02, 2025

Our Hanover PA salesperson, Kyle Morgan, was amazing. He knew the in's and out's of every brand and followed up the next day with an email concerning all the specs for each part of the split King options that we were interested in. We showed up again two days later and he remembered us and our specific needs. Such an impressive sales and manager professional.

Date of experience: February 16, 2025

When we went into the Rocky Point store to shop, all went very well. Barbara did an excellent job helping me. A delivery date was arranged. Two men came in saying they had the frame but NO mattress. What?!?! Why? Nobody contacted them to pick up and deliver a mattress. Called the store and found the mattress and frame were coming from 2 different places. Delivery set up again the following week. Three men come in. Two set up the new frame and the third stated there was NO mattress on the truck for me. Roy, Bernard and Antonio couldn’t have been nicer. Bernard called the store and was told they had the mattress and were trying to set up a delivery. For two weeks?!?! These three men took time from their day, their planned route, to actually go directly to the store and pick up and come back with my mattress! I applaud the delivery guys - Roy, Bernard and Antonio - but not the store.

Date of experience: January 27, 2025

I ordered a bed on Saturday. Wednesday now I'm told maybe this weekend I'll get it... another pos company who said call us to deal with it. No call room unless i was to purchase something. they send you to a local store to a salesman who has no idea... getting the feeling this place is a scam

Date of experience: January 18, 2025