ComplaintsforMattress Firm (Corporate Locations & Office)
Mattresses
Current Alerts For This Business
Pattern of Complaint:
Since January 2019, the Greater Houston BBB Houston received several complaints and customer reviews for Mattress Firm exhibiting the following patterns;
According to numerous complaints received in our office, consumers allege that Mattress Firm sells merchandise of poor quality, fails to adhere to their own guarantee, and lacks transparency in relaying their polices. Upon receipt of their purchased items, many consumers report the items are incorrect and differ in brand or model. Additional allegations state the merchandise sold is of poor quality and requires multiple repairs and replacements, also used items are often sold as new. When contacted regarding these concerns, consumers allege the company attempts to charge an additional fee to deliver the correct items. Complainants also report that the company has failed to honor their 120-day guarantee, preventing exchanges or refunds within the allotted time frame. To date, Mattress Firm has responded to all complaints forwarded by our office.
The company would like you to know...
Mattress firm is currently the largest mattress and bedding retailer in the United States. We also provide trained sales and support associates. We offer our 120 Night Sleep Trial and Price Guarantee. All our policies and procedures can be found on the front page of our website at Mattressfirm.com. This information is provided by our salespeople at the point of sale, posted in our stores and on our websites as well as printed on our store and e-commerce receipts. Each guest also receives a warranty card with their mattress which provides the specifications of their warranty coverage provided by the product manufacturer.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/31/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a mattress, box spring and frame along with a mattress protector 5 years ago on 9/9/2019 we noticed the bed had sagging with a large hump in the middle. We went to purchase a new bed and was told to file a claim on the old bed so we did however they denied us for a small stain thay was nowhere near the sagging of the bed on both sides they could find nothing else to deny the claim and we did everything we were supposed to as consumers. Mattress covers turning the bed ext....We even made a 5800.00 purchase the day that we received the Denise for the warranty I was amazed thay their customer service was so poor not like they were losing much giving me my 799.00 store credit for a fully mattressBusiness response
09/05/2024
Mattress Firm is in receipt of the complaint filed by Ms. *******. A Client Advocate Specialist connected with Ms. ******* and was able to come to an amicable resolution.
As we take these complaints very seriously, we believe no further action is required at this time. Should Ms. ******* need additional assistance, they may reach out to their dedicated Specialist.Customer response
09/05/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
08/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I purchased a Mattress Firm in May 2024. Upon delivery the bed didn't work and it was returned same day, by the same delivery company. To this day, my billing still shows a pending charge of $9016.72. I am seeking a complete credit.Business response
09/02/2024
We are in receipt of Mr. ******** Better business bureau complaint. As we take these complaints seriously, we will continue working with Mr. Hailey to find a resolution. The guest was provided with the contact information for the handling Specialist.
Should the guest have any further questions. They can contact their Specialist directly.Customer response
09/04/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
I just wanted to take a moment to thank you for your involvement with Mattress Firm.
I viewed my online account to see that it's finally ZEROed out.
I don't intend to return their call as I'd rather not be a part of their fruitless agenda again.
If there is anything I need to do further with the BBB, I certain will.
Thank you once more.
******* ******
******************
******* **** *** *****
************Initial Complaint
08/25/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
The center of the mattress horribly sags. The sides are almost even, but middle sags. I took a picture with a level to show how much it is uneven.Business response
09/02/2024
Mattress Firm is in receipt of the complaint filed by Mr. *******. A Client Advocate Specialist connected with Mr. ******* and was able to come to an amicable resolution.
As we take these complaints very seriously, we believe no further action is required at this time. Should Mr. ******* require additional assistance, they may reach out to their dedicated Specialist.Customer response
09/03/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
08/23/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a mattress and box spring. I received it everything went down hill right after the 120 days. I called left messages for manager. I was told to email I have emailed every month. No reply. The bed is defected it creaks. Hard as a rock now I feel like springs are trying to come through. I finally went in there said to email nobody was in there a very uncomfortable feeling. I want a refund full price. I get nothing no phone number to anywhere. Now I was told some mattresses are recycled they sell there.Business response
08/26/2024
We are in receipt of Ms. ******** Better business bureau complaint. As we take these complaints seriously, we will continue working with Ms. ****** to find a resolution. The guest was provided with the contact information for the handling Specialist.
Should the guest have any further questions. They can contact their Specialist directly.Customer response
08/27/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
08/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
on 05/07/24 I purchased a king size mattress for $1,518.88 On or about 08/15/24 I noticed that the mattress had a discoloration around the side and bottom of the bed. (We use a mattress protector, and nothing had been spilled on bed.) On 08/22/24 I went to the above business to report this issue. Additionally, i shared pictures of the discoloration with Jared ******** employee of same. Mr. ******** informed me it wasn't his problem it was a Beautyrest mattress issue and although MattressFirm has a 120 day return policy I could not return it because something had been spilled on the mattress. I assured Mr. ******** nothing had been spilled, although he agreed with me nothing had been spilled it was a Company policy and I needed to report a warranty issue with BeautyRest. On 08/20/24 I emailed BeautyRest coping MattressFirm's employee ******** asking for specific guidance in this matter. Hey John,Zach with Beautyrest.com here, thanks for reaching out! Mattress Firm handles all claims directly so while we don't typically handle these claims, I'd be happy to provide you with the contact information you'll need: you can reach out to them via phone at 877-384-2903 or start a claim at their website HERE. I'm sorry we at Beautyrest.com aren't able to directly help with this particular issue, but I hope this information is helpful. .Zach with Beautyrest.com here following up again, I would think it's odd that you cannot file a warranty claim just because you're within the return period if you feel the mattress may have a defect.I would maybe reach out to them again to try and get further clarification about potentially filing a claim. If they deny you making a claim again, then if they've indicated you're within your return period it might be worth considering returning if you're dissatisfied with how the mattress is feeling.I'm sorry our team isn't able to provide much more insight into Mattress Firm and their policies, but I hope this is helpful in some way ,Business response
08/28/2024
Mattress Firm is in receipt of the complaint filed by Mr. *****. A Client Advocate Specialist connected with Mr. ***** to discuss the situation. After viewing the photos Mr. ***** submitted, the item has been confirmed to be stained, voiding the manufacturer's warranty. Photos from the delivery date show that no stains or blemishes on the mattress are present. Mr. ****** has been offered a 50% accommodation store credit as a one-time accommodation to use towards a replacement mattress.
As we take these complaints very seriously, we believe no further action is required at this time. Should Mr. ***** require additional assistance, they may reach out to their dedicated Specialist.Customer response
08/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
If we had stained the mattress in any way we wojld never have filed this!
Regards,
john
Business response
09/02/2024
Mattress Firm is in receipt of the rejection to the complaint filed by Mr. *****. A Client Advocate Specialist connected with Mr. ***** and offered a 75% partial credit as a final accommodation offer.
As we take these complaints very seriously, we believe no further action is required at this time. Should Mr. ***** require additional assistance, they may reach out to their dedicated Specialist.Customer response
09/02/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.I am not satisfied with this response, however it's actually a Beauty Rest issue. No one wants to know or acknowledge there seems to be a mattress issue.
As with almost all complaints unless someone gets ill/dies we don't respond.
BBB thank you as you are a guiding force.
v/r
john
Initial Complaint
08/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
MY MATTRESS IS BREAKING DOWN ON ONE SIDE, SO I CALLED MATTRESS FIRM LOCATED AT 3045 N Hwy 67, Florissant, MO 63033 WHERE IT WAS PURCHASED. I WAS TOLD TO TAKE PICTURES WHERE IT WAS BULDGING OFF THE SIDES WITHOUT ANY DAMAGES. I HAVE HAD THIS MATTRESS SINCE 2021 AND IT HAS A 10YEAR WARRANTY. NOW THEY ARE DENYING MY CLAIM AND TRY TO OFFER ME 20% OFF FOR A NEW MATTRESS. I JUST WANT THEM TO REPLACE IT UNDER MY WARRANTY.Business response
08/23/2024
Mattress Firm is in receipt of the complaint filed by Art ********. A Client Advocate Specialist connected with Mr. ******** and was able to come to an amicable resolution.
As we take these complaints very seriously, we believe no further action is required at this time.Initial Complaint
08/15/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On August 5, 2024 I purchased a 2.0 Hybrid Mattress from the Copperfield Store at 15604 FM 529, Houston, Texas 77095. Along with this purchase a Sleepy’s Basic Adjustable Base Adj Queen Prime was offered free of charge as a bonus. Upon getting the mattress and base delivered on August 7, 2024 and set up, I realized that the base only set about 10” off the floor and the mattress being 12” medium mattress made the bed very low to the floor losing it and the mattress inside the bed frame. So, I decided to return the mattress and the base. On August 9, 2024 I returned to the store and spoke to Chris ********** who told me he would have to speak to his boss about the return and to get in touch with him on Tuesday, August 13, 2024. On this date I was told that I could return the mattress waiving the restocking fee but I would have to pay for the Adjustable Base at a cost of $299.99. Even thou I do not want the base because it does not have an acceptable height or adjustable legs. I offered to upgrade the base to one with adjustable legs and pay the difference but I was told that I could not do that. So as an unhappy customer I feel that I am being forced into purchasing a base that was given to me on your promotion sale. The fact that the base could not be returned was never discussed and your return policy which is not written on any paperwork that I received puts me the customer at an unfair disadvantage. I feel that Mattress Firm should be more forthcoming with there return policy and at least do as most companies print that return policy on the receipt that is given to the customer.Business response
08/20/2024
Mattress Firm is in receipt of the complaint filed by Erma *****. A Client Advocate Specialist connected with Ms. ***** and was able to come to an amicable resolution. As we take these complaints very seriously, we believe no further action is required at this time. Should Ms. ***** need additional assistance, they may reach out to their dedicated Specialist.Customer response
08/25/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
07/12/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I bought a new mattress at Mattress Firm (“MF”) (delivery date12/22/23) after the sales rep (“SR”) told me of their “120 Day Sleep Trial.” The Sleep Trial as explained to me allows a customer to purchase a mattress and if they don’t like it, they can exchange/return it; and they can even get a refund on the exchanged mattress if they don’t like it. However, it was repeatedly emphasized that you must sleep on any new mattress for at least 30 nights to adequately adjust and evaluate it. There was a brief written description of the Sleep Trial on the back of my receipt which I found confusing, so I asked the SR and the Store Manager (“SM”) for clarification as necessary. After several months, my back began to hurt from the new mattress. So I went back to the store considering both a refund and exchange. I asked both the SR and SM what could I do if I exchanged the mattress and decided I did not like that one either. They both told me that I could still return that mattress, but only after the adjustment period. So, I agreed to take delivery of an exchanged mattress on 4/12/24. After sleeping on the exchanged mattress for a short period of time, it became obvious that the it was hurting my hips. My hips had never hurt before from a mattress. So after the adjustment period, I went back to the store for a refund. At that time I was told that I could not have a refund because it was past the 120 day sleep trial period. This despite the fact that I had been told I could get a refund on the exchanged mattress after the adjustment period. Based on MF’s explanation of the 120 Day Trial Period when I came back for a refund, I had only 7 days to evaluate the exchanged mattress and then go back to the store promptly for a refund. I never would have agreed to exchange the initial mattress had I been told that I only had 7 days to evaluate the exchanged mattress. I would have simply asked for a refund. I may be a senior, but I know unethical behavior when I see it.Business response
07/17/2024
We are in receipt of Mr. ****** Better business bureau complaint. As we take these complaints seriously, we will continue working with Mr. **** to find a resolution. The guest was provided with the contact information for the handling Specialist.
Should the guest have any further questions. They can contact their Specialist directly.Customer response
08/14/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
I am the original complaintant for Complaint ********* filed against Mattress Firm. This complaint is now resolved to my satisfaction. I note that you have closed this complaint with a conclusion that the complainant is still dissatisfied. Some complaints take more time to resolved than the time given by the BBB before it closes the file. That is the case here. In fairness to the business your records should be updated to reflect the fact that the complaint has now been resolved to my satisfaction.
Thank you for your assistance in this matter. You provide an excellent service to consumers.
Best Regards,
****** ****
Initial Complaint
06/17/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased a full size mattress from Mattress Firm on May 27, 2024. It came with a “free” adjustable bed frame. I asked the sales person several times if it would fit into my old iron bed. Kyndel assured me it would. Once it was delivered, the adjustable bed frame would not fit inside my vintage bed. The delivery men tried to hammer it inside the bed but I asked them to stop because it was beginning to break. I called Kyndel and explained the situation. I told her I would think about what to do next as I was disappointed that it wouldn’t fit even though she assured me it would. I felt I had no other option but to sell my well loved vintage bed and upgrade to a queen size mattress. After just a few nights of sleeping on the mattress I knew it wasn’t going to be a good fit for me and my health issues. I had shared with the sales person Kyndel, that I have fibromyalgia, scoliosis and arthritis in my spine and hips and I needed a bed that would help with those needs. I called and spoke with Kyndel and told her I wasn’t happy with the mattress nor with the height. The top of the mattress was only knee high making getting in and out of the bed difficult. I’m only 5’5. Kyndel begin to tell me that if I wanted to return the mattress I could but it would cost $99 restock fee and $99 delivery fee! And also, the adjustable “free” adjustable bed frame was not returnable therefore I would be charged the cost of the bed frame at $299!! These things were not told to me before my purchase. I was deceived and lied to because the truth was withheld from me. I feel Mattress Firm is a terrible company and take advantage of people. I live on SSD and can not afford these charges and still be without a bed. At this point, I would like to return the mattress, “free” adjustable frame and not be charged. I will never do business with them again. I asked the question, shouldn’t these things be told before I purchased the bed, the sales person said, probably so. Please help me resolve this.Business response
07/26/2024
Mattress Firm is in receipt of the complaint filed by Ms. *****. A Corporate Escalations Specialist was able to address her concerns and come to an amicable resolution. As we take these complaints very seriously, we believe no further action is required. Should Ms. ***** require additional assistance; she may reach out to her dedicated Specialist via telephone or email.Initial Complaint
04/12/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchase from Mattress Firm (mattressfirm.com) on 4/1/24 My purchase was via chat and they should have a full transcript. - I contacted them to inquire about purchase of a mattress and ensure it could be delivered when I was at the delivery address: *** ** ****** **** ******** ** ****** - I was told I could order at that time, and delivery would be by FedEx Ground. - I was given instructions to put a vacation hold from 4/2 to 4/11 with FedEx to ensure the delivery would not come too early - I agreed, placed the order and I also placed a vacation hold with FedEx on my delivery address. - Mattress Firm charged me $1,153.98 for the Mattress, Accessories and Shipping. They are the business that I made the agreement with. - Then I started getting notifications from FedEx that the delivery was on its way. - I tried contacting FedEx and only got automated phone systems and could not reach a live person. The system would only confirm the shipment was on its way. - I tried contacting Mattress Firm and was told to contact FedEx. - In the end FedEx delivered the packages to the delivery address but no one was around to accept them. They were left in front of the house 20 ft. from the street. - NOT TO MY SURPRISE the packages are now missing. I presume stolen and FedEx and Mattress Firm are blaming me. - I had to file an extremely negative complaint with Mattress Firm and they finally contacted me. - The discussion has been going on for days. Mostly blaming me for their error and their misdirection and giving me bad advise. - As of today, Mattress firm offered to send me new items -- but they chose lower quality items to replace the missing items. They have refused to refund my money. I simply want to buy the mattress I want from a reputable company that will not bait me to order early and then blame me for delivery issues. I would like a full refund and for Mattress Firm to STOP instructing customers to use the FedEx Vacation hold as a sales tactic.Business response
04/15/2024
Mattress Firm is in receipt of the complaint filed by Mr. *******. A Client Advocate Specialist connected with Mr. ******* and was able to come to an amicable resolution.
As we take these complaints very seriously, we believe no further action is required at this time. Should Mr. ******* need additional assistance, they may reach out to their dedicated Specialist.Customer response
04/15/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.It has taken several weeks and many phone calls and emails to reach this agreement.
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Contact Information
10201 Main St
Houston, TX 77025-5229
Business hours
Today,10:00 AM - 8:00 PM
| MMonday | 10:00 AM - 8:00 PM |
|---|---|
| TTuesday | 10:00 AM - 8:00 PM |
| WWednesday | 10:00 AM - 8:00 PM |
| ThThursday | 10:00 AM - 8:00 PM |
| FFriday | 10:00 AM - 8:00 PM |
| SaSaturday | 10:00 AM - 8:00 PM |
| SuSunday | 12:00 AM - 6:00 PM |
Customer Complaints Summary
1,283 total complaints in the last 3 years.
306 complaints closed in the last 12 months.