Mattress Firm Customer Service Issues

I bought a mattress from Mattress Firm back in June of [redacted]. Initially, I thought my discomfort was due to my pregnancy, but even after having my baby, the mattress was still uncomfortable, causing back pain. I found myself sleeping on the couch, realizing it was more comfortable than the expensive mattress I bought. I filed a warranty claim in March, but it was denied. The mattress's discomfort has worsened over time, and I felt frustrated. Discovering this review page reassured me that I wasn't alone in my experience. I'm determined to contact the corporate office to address this issue and get a better mattress.

I had a disappointing encounter with the store manager at the Mentor, Ohio location. Despite my attempts to engage with him, he chose to ignore me and displayed rude behavior. As a serious customer, I found this treatment unacceptable. Interestingly, I had received excellent assistance from a salesperson at a different store prior to my visit to Mattress Firm. Following the incident, I reached out to an online representative who provided me with the service I had hoped for initially. Regrettably, I will not be recommending Mattress Firm to others based on my first experience. This incident took place on Saturday, March 16, at around 5:00 PM. Regards, G.F. Silver

After thorough research, my spouse and I bought a Purple mattress in Leesburg,VA on March 2, [redacted]. We opted for two extra-long twins for a split king setup, along with the frame, totaling $5,[redacted].63. Despite being informed of a [redacted]-day satisfaction guarantee and the possibility of returning the mattress, my experience has been disappointing. After over a month of use, the mattress remains uncomfortably firm, exacerbating my existing back pain. Additionally, the cooling feature that attracted us to Purple hasn't met expectations. The store manager, Andrew Staubs, informed me that the guarantee only applies to exchanges and a return would incur a $99 delivery fee plus a 20% restocking fee. The overall delivery experience was lacking too, with advertised services not provided and delivery personnel showing haste and unfriendliness. I'm hoping to return my mattress without incurring the restocking fee. I plan to find a more satisfactory mattress at a local furniture store known for better customer service and return policies.

I recently purchased a new mattress in September and the delivery men promptly put on a mattress pad. After removing it two weeks ago, I discovered damages with the seams falling apart, with visible cotton. The right side makes noise when sat on and seems to be getting softer over time. I have been trying to address this issue with the store manager, Kalia Grace, but have encountered difficulties. Despite promises of resolution, nothing has been done. I was even asked to pay $79 for an inspection, which I find unacceptable given the condition of the mattress. I am disappointed with the lack of response and considering pursuing this matter further through small claims court and contacting the Better Business Bureau. The customer service has been subpar. I demand a full refund to take my business elsewhere.

I recently purchased an 11" Sleepy Hush mattress from Mattress Firm with the assurance of a [redacted]-day trial period. However, after experiencing back pain, I decided to exchange it for a refurbished Tempurpedic mattress from the same store. On the delivery day, the personnel refused to take the bed back citing a scrunch mark from the adjustable base I also purchased from Mattress Firm. Additionally, they claimed there was a stain at the bottom of the bed, which I disputed by explaining it appeared to be worn fabric rather than a spill. I promptly notified the store, providing them with pictures for clarification. Unfortunately, despite escalating the issue to the division manager, I am yet to receive a response or a resolution. I am seeking the exchange I have already paid for and awaiting a refund for the returned mattress.

I made a web order on Nov 28 with a promised delivery date of Dec 7 but did not receive the courtesy call. After contacting customer service, I found out it was out of stock and was told it would arrive today on Dec 10, [redacted]. Unfortunately, it has not arrived yet. I am disappointed with the lack of communication and would appreciate a definite date and time for delivery. It was frustrating how quickly the payment was processed compared to the delay with the order. This experience with Mattress Firm has been frustrating.

I placed an order for my mattress on May 23rd with a scheduled delivery for May 25th. The confirmation email indicated they would contact me during the delivery window. However, I realized they had the wrong phone number for me. I promptly requested to update it to [redacted]. Unfortunately, the delivery never happened as expected. Upon checking the website, I discovered a new delivery date of May 27th, but I was not informed about this change, and my phone number was still incorrect. It was frustrating that they did not reach out to confirm the updated delivery date. By May 28th, after multiple attempts to contact them through email, call, and text, as well as waiting for a response within the promised 72 hours, it's now June 1st, and I still have not heard back. My online order number is WEB[redacted]. The lack of communication and customer service is disappointing and concerning.

I need guidance. I bought a BeautyRest, Recharge, Signature Select mattress about 3 years ago in Frankfort, Kentucky. The store is now closed. The mattress is sagging in the middle, about 4 inches deep. I was assured at the time of purchase that this was a no-turn mattress and wouldn't sag on the sides, which has proven untrue since it's sagging on both sides with the break in the middle.

I ordered a king size frame/headboard on 5/20/20 online. I've been attempting to track the delivery for two weeks. I've tried contacting customer service but have been unsuccessful. The live chat on the website is also not functioning. The website stated I would receive an email the night before delivery and I must be available the next day. I have upcoming travel plans, and if I don't receive assistance soon, I will have to request my credit card company to cancel the order. I simply want to know the scheduled delivery date. The local MF store couldn't assist as it's coming from the manufacturer. I hope to receive notification about this delivery by 6/30, or I will have to cancel the order.

I am experiencing an issue with a doctor’s office charging me double on two separate orders using two credit cards. One charge was for $[redacted] that occurred twice, and the other was for $[redacted] each time. I have received a refund for one of the $[redacted] charges, but I am still missing a refund of $99 and additional charges of $75 that were not incurred. This situation is causing me inconvenience as it is affecting my ability to pay my college bills. I have spent a lot of time on the phone trying to resolve this matter, and I urgently need the refund to be processed on the correct credit card with the $[redacted] charge.

I received an email from Brittany R but have been unsuccessful in reaching her at the phone number she provided. I have a case number and would like to expedite my mattress exchange as I am extremely dissatisfied with my purchase. I contacted the retail location where I bought the mattress, but the original salesperson is unavailable, and the store manager declined to assist me. It is important for me to resolve this promptly. Thank you for your attention to this matter.

I have a scheduled mattress delivery on 12/4/20. I am seeking confirmation for this date. The "delivery track" website indicates my order number is incorrect, contrary to the number on my contract. Unfortunately, I am unable to connect with a live representative. As I reside in a small apartment complex, early notice to the landlord is crucial for delivery arrangements to be accommodated.

I purchased a product at the store that has features I explicitly mentioned I did not want. I am seeking a complete refund without any additional fees. Additionally, I would like to submit a formal complaint regarding the salesman who employed aggressive and dishonest methods to sell us an inadequate product and declined to rectify the situation. He caused distress to my wife during her attempt to resolve the issue amicably.

I purchased a bed from Mattressfirm that turned out to be too soft for me. After requesting a replacement with a Jennings Black Hybrid Plush Mattress in King size, I was assured by the agent that this could be arranged. Unfortunately, the replacement mattress is equally uncomfortable and is causing back pain severe enough to have required a visit to the emergency room for sciatica. Despite submitting a complaint and waiting four days without a response, I decided to initiate a live chat. My conversation with Sean was unhelpful, as he refused to offer any assistance beyond suggesting another mattress purchase. My SO number is S[redacted]78.

I had contacted you in November regarding an issue with my mattress that I bought in December [redacted]. I mailed you pictures of the tags on the mattress and the hole that has formed in the center of the bed. I find it difficult to use the computer and your forms, and I am unable to reach a real person in the appropriate department when I call customer service. Can you please assist me with this matter? The store mentioned sending someone to inspect the mattress, but they would charge a significant fee, which is unreasonable. My name is Irene V., and you can reach me at [redacted] in Minnesota.

My friend spent more than a month searching for a mattress and finally found one at Mattress Firm on Tyrone Boulevard in St. Petersburg, Florida. The delivery was initially planned for the 18th of this month, but after confirming her availability, she was informed it would be delayed until the 19th of January. This unexpected change has left her quite upset. Not only were the promised mattress cover, adjustable frame, and pillows not provided, but she also encountered rudeness from a salesperson who hung up on her. Despite the generally positive reviews of Mattress Firm, these recent actions are unacceptable. I am seeking assistance from the corporate office or any representative who can address these issues promptly. My friend had visitors coming and was counting on the timely delivery of the bed. The treatment she received has left her feeling mistreated and disappointed. Kindly respond as soon as possible to rectify this situation. Thank you.

Our case number is [redacted]3. On May 23, [redacted], we purchased a bed and mattress for a total of $3,[redacted].73. Unfortunately, we found the bed uncomfortable and noticed valleys in the mattress after a year. It took us a long time to reach your service department, and after much back and forth, we were asked to pay $80 for a mattress expert from Georgia to inspect. The expert confirmed the flaws in the mattress, and we were issued a store credit of $[redacted].99 on October 27, [redacted], to replace the mattress within 30 days. When we visited the store, we were informed that the replacement would cost an additional $[redacted], plus the $80 service fee. Despite our efforts to resolve this with Mattress Firm, we haven't been satisfied. We eventually purchased a less expensive mattress for comfort but still believe we are owed the $[redacted].99 credit. We value being treated fairly as customers and hope this matter can be resolved to our satisfaction. Sincerely, R. Gary Rogers.

I am experiencing issues with the website while trying to contact the Warranty claims department. I would like to utilize the Third Party service to inspect the bed instead of the free option. Despite following the instructions, I have been unable to locate where to click for that information through their online chat support. I have registered and received a code but it does not lead me to the desired information. Upon starting the process for the free option, it must be completed as stopping halfway will result in rejection. I am seeking the contact information for the Third Party company as I prefer this option over the free one. Unfortunately, there is no phone support available which makes it challenging to resolve this matter promptly. Any assistance in obtaining a phone number for direct communication with a representative would be greatly appreciated. Thank you.

Order #S[redacted]79: I purchased a split king adjustable, Class L Beautyrest through chat. The initial delivery only had one of the mattresses. The one received today is dirty, with loose stitching and sewn crookedly. The delivery team rushed, wanting to return the item instead of leaving it for a replacement. The store in Cherrydale authorized the delivery team to leave the mattress and agreed to order a replacement. Despite this, I still need to report the issues to have it replaced. Currently, I am #11 in line for chat support after initially being #16. My previous 13-year-old Beautyrest mattress was in better condition than the new ones received. Can someone assist me with this matter? Thank you, Carol S. [redacted].

Hello, my name is Daniel G. I purchased a Charlotte Plush Eurotop mattress from you about 10 months ago. I bought it because of sleep issues and some back pain. Amber J. recommended it to me. Unfortunately, there's already a sagging spot causing a lump in the center, and I can't sleep on it. I'm disappointed as it's not even a year old, and I can't afford a new mattress. I'd appreciate the opportunity to discuss this matter and find a solution. I believe in your company and don't want to have a negative impression. Kindly assist me in getting a suitable mattress. Thank you.