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November 2023 by Robert Chang
Do not buy mattress from these people. I bought the Beautyrest BR800 and within the first week, the entire quarter of the mattress developed a dip such that when you lie on it, your upper body sinks in and your feet is elevated. This is the side that my girlfriend slept in, and she is only 104 lbs. Mattress is clearly defective from the get-go. We got a defect exchange and received the second mattress. However, within a month, depression started to form on that mattress as well. Having gone through this issue twice with the same type of mattress, we wanted to exchange it for a different mattress. But Mattress Firm wanted to charge a 20% restocking fee and $99 delivery fee. We submitted a warranty claim and used their measuring tool to indicate the depression, which is 1” in a few spots. The claim was denied due to impression was less than 1.5” although the warranty is for 10 years. If a 1” impression develops within one months, how much longer will it last before it goes beyond 1.5”? We later learned that Mattress Firm takes mattresses that are returned, clean it, and resell them as new mattress. Ours is clearly one of those mattresses where a customer returned it and was sold to us as new mattress. Do yourself a favor and don’t deal with these people, even if it costs more in Costco, buy from Costco and save your aggravation of dealing with these people with unscrupulous business practices. Charging a 20% restocking fee is already a big warning flag, and they use it to force you to keep the mattresses that were preowned and defective.
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November 2023 by Support Our Troops
We need to sleep inclined because we are old/health stuff. We chose Mattress Firm... yet our 800+ spent there didn't get us the "free" inclining foundationThe Sleepys mattresses we did buy were poor in quality (not firm vs the ones we already own), but he made sure we kept it because he will take 20 percent of what we paid, if we dont.Instead of the incline base, he sold cheap fold out ones... we canceled the order on the 2nd one, but the store never refunded our 70 bucks... he said the "check is in the mail". Our refund never came.Choosing to go to Mattress Firm has proven to be our worst decision.Not honoring their promotions, punishing/unfair return policies, low rate mattresses, and lying about refunds (keeping people's money)..... This is a BAD company to do business with.
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November 2023 by Veronica Avila
I made a delivery to this office and the receptionist Connie was spectacular. Very nice lady. She offered me a cup of coffee. She made my day!
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November 2023 by Connie geinitz
If I could give 0 stars I would! Worst service ever. I ordered a matress a base and a few other items on Nov 8th. 1st thing the next morning I realized it was the wrong matress I wanted the upgraded dream cloud so I called. I was told they would email dreamcloud cancel the order and reorder the correct one. This would take 24-48 hours. I called every single day and was told the same story your order is locked we will email them again don't worry we will straighten this out. Well now 6 days later they tell me sorry the mattess has shipped. Now I am stuck with a mattress I don't want and when I called dreamcloud they say they have not received 1 email from matress firm. Every time I called iwas assured a callback from customer service and not one person had the courtesy to call me back. Worst experience ever purchasing a mattress. Definitely do not recommend ordering from this company once they take your order they do not care.!
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November 2023 by Charlie Moore
Not ever seeing my Money. Saving it for the MATTRESS MACK. A real H-Town hero!Mattress firm is just a bunch of crybaby trash pandas. Get lost, losers!
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August 2023 by Trisan Napier
THIS COMPANY DOES NOT CARE ABOUT THE NEEDS OF THEIR CUSTOMERS. I PURPOSEFULLY CANCELED AN ENTIRE ONLINE AFTER RECEIVING PISS-POOR DELIVERY SERVICE. PAID FOR DELIVERY JUST TO BE TREATED LIKE MY TIME AND MONEY IS NOTHING. UNEMPATHETIC DISPATCHER. UNCARING CUSTOMER SERVICE;
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July 2023 by Stephen Davis
We purchased a mattress and base combo set, which had a 120 day sleep trial. We did not like this style of bed, had some issues, and just wanted to return the whole thing. We understand there would be fees. After having to leave bad reviews, because they wanted $300 to return the mattress and would not return the bed base, they responded with a refund on the mattress and warranty on the bed base.Which we appreciate. But was told later by their Rep that was their compromise resolve. So the total was $2450, and their compromise is to stick us with the bed base, costing us $1149. Citing that's their policy, and they had no room at their warehouse to return the bed base. Really? Wish I had read the Reviews first. Their are a lot of bad ones. Will not buy from them again, but if they fix this and do the right thing, I will update this review to reflect they did.
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June 2023 by Robert Phillips
I recently purchased a new mattress and have paid $150.00 for platinum delivery service. My current mattress to be hauled away has a 9 inch foam base layer and a 3 inch Latex top layer. I asked if these type mattresses are recycled. The response was that they are destroyed. With the state of our planet, I feel that at least the foam mattresses should be recycled. I do not have the means to get my mattress to a recycling location and being on social security cannot afford to pay anyone to pick it up. I hope that Mattress Firm can consider a recycling program.
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June 2023 by Randy S.
I purchased a Beautyrest mattress pressuresmart pillow top in April 2021, and within a about 18 months the mattress had failed. There are divots of over 2.5in deep and causing back pain. Once I contacted the store I purchased the mattress in I was advised to file a warranty claim. i jumped through all of the hoops only to be denied saying the mattress has stains. There are no stains on the mattress, I have a mattress firm protector covering the mattress.
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May 2023 by Deborah B
Made a purchase today at Mattress Firm in Plaistow, NH. I couldn’t be more impressed by Michael Christopher! He was knowledgeable, informative and very pleasant. He also helped me with financing and called me at home to set up my delivery. Very happy with his service.
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May 2023 by Mary Lou B.
Bought a firm Stearns and Foster. Too firm,was told by other salesmen I should have been steered away from it. Exchanged it for a Temper-pedic. It is a floor model,got a good discount ont it. Cannot sleep on it. Supposed to be medium but there are areas where you sink deeply. Back pain is much worse. Had to buy a 5 year warranty. I have filed a claim with warranty company. They sent a furniture repairman to check it. He does not work with mattresses. Can't return or exchange it because it was a floor model,which I didn't realize. I feel it is defective as there are several areas you sink deeply. It was a 3 year old mattress floor model. Called,got not satisfaction. Was told give it away or sell it!!. I have a $3500.00 bill to pay for something I cannot use. Worst mistake I ever made. Am now sleeping in a recliner. $3500.00 after returning a $2200.00 mattress so I have close to $6000.00 invested in this. It includes "discounts" and an adjustable frame. For a mattress that has to be defective and is now being not used. I'm sure the warranty company will deny my claim but haven't heard from them.
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May 2023 by Zo
I will never buy from this place again. They are the worst company I have ever dealt with. I ordered a mattress and it wasn’t delivered on the date it said it would be. I have yet to receive my order and can’t talk to a real person.
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May 2023 by cindy O
WOULD GIVE ZERO RATING!! This is one of the worst and CROOKED companies I have ever encountered. From the first day I purchased a mattress the poor experience began with an employee using my account to purchase a $6K tempur pedic mattress for himself which i found out by receiving a bogus invoice in the mail!Secondly, after only 6 months of having the original mattress I ordered (not tempur pedic, but a SLEEPY'S memory foam) my mattress developed a depression in the middle of my bed after only a few months of having this mattress! I filed a claim with the warranty department and the claim was denied due to not having "proper support system". On top of being frustrated about this inaccurate accusations, Mattress firm makes their customers jump through hoops to even submit a claim print! You have to print out a piece of paper to be used as a "measuring tool" and take 100 photos of your bed with a broomstick laying on top of your mattress. I hope this company goes out of business! They are soooo super shady!!
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April 2023 by Lynn Brown
Didn't get mattress delivered by the date promisedSalesmen at the Jefferson City Mattress Firm don't return your calls. I had to call 5 times before I got a response.They literally don't desire to connect with you after a sale, and they get their sales commission. Their mattresses are extremely expensive!
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April 2023 by Doni Dotson
They used my debit card on file and charged an additional $1500 several months after the purchase and won’t reimburse
