Contact Mattress Firm Corporate

Hundred day free trial with the mattress is a complete lie.They say they give you free pillows free mattress cover but they charge you for it. When you return your mattress they will not take back the pillows or the mattress cover and that’s like $400. I wouldn’t recommend them to my worst enemy

Sales associate Stanley Carpel Broadway Square # 119138
My customer is# C002664128
On Friday 13 i bought a mattress when sign the paper never gave me the policy on return a policy ,this morning when i try to return it ,he claim that he would $ 89.00 dollars for pick up plus other fee ,again he never gave the return policy ,thus an argument scaled to way that feel treat by his demeanor ,he star to screaming at me ,and the argument really scaled ,the Chicago policy was very closed to get involved

On Monday i will go to The senior center ( i am 73 year old) and place complain about him for verbal abuse and treating demeanor
I am an old customer i will never again buy anything from you and i will make sure all the senior don't buy from this store and will posted in Social media. The whole point is Mr Carpel instead of defusing the situation ,he scaled to point to almost no return

I bought a adjustable frame and was told the mattress i had purchased a year early from them would be fine! They just set up the bed and
when i raise the head portion the bed is so wrinkled I can't lay in it! I returned to the store and some young man tried to tell me that was the way it is!
Well look at your adds--THAT'S NOT THE WAY IT SHOULD BE! No Offer to help Resolve the issue??

Have been waiting almost 4 months for my bedframe to be delivered. Three different times I have given them my phone number to call me with delivery times and each time they say they called and nobody at home to receive mattress frame. I was told today would be the third attempt and I stayed home from work to receive the delivery but once again....nothing! After being on hold about 2 hours to speak with someone I was told that they emailed me today but.......NO EMAIL! Damn I am so mad. THE WORST COMPANY EVER. Buyer beware. I doubt I will ever get my frame and they will NEVER get my business again. Mark

I have reached out to complain about a couple of issues about my bed frames and a set of sheets I purchased. I have had no response from anyone at this point. I would like to settle this issue before I have to email the corporate office. Much appreciated.
Rich Dello

I have a complaint on the store manager at 1487 us 1 in fort pierce fla name Joe was in the store on May 25th 2019 one of the salesman was helping me find the right mattress he asked my salesman to stop helping me and to go help go the white couple that came in the store I stated he was still helping me but the manager Joe was very rude and demanded that my salesman stop now and go help them so I got upset and left the 5000 dollars I was going to spend at that store will not happen now I'll go elsewhere not the first complaint on this manager something need to be done felt like he was a fascist I'm African American and the people he wanted him to go help was white

I have been dealing with your company since march 18 2019, I filed a claim due to the sagging of the mattress that was bought in 2014, after sending picture after picture into your company that is a big JOKE, they advised me I could have a independent company come and inspect the mattress for 79.99 which I did on April 2, I received a call from Mattress Marshall stating that they had to wait for more inspections in my area before the could come and inspect the mattress she sail it might be mid May or later which is on called for, I called your customer service on April 22 stating I wanted the 79.99 fee put back on my credit card and was advised it would take 5 to 7 days, I called today since it was not refunded yet and she said maybe by the middle of the week, your company was very fast at taking the 79.99 but is very SLOW at refunding I think your company is a SCAM and I am report your company to the better business bureau (Just because of the aggravation you have caused me. I expect my refund on my credit card by no later thank Wednesday May 1st

I bought a pillow top mattress from one of your employees on her last day in the East Liberty, 15206 store and she never told me about a $100 price to exchange the mattress. This thing is to hot and gives me the worst back ache. I am on a fixed income and can't afford another $100. Since I was not told about this, I should be given the benifit of the doubt and not have to pay. I need to get rid of this mattress asap

After spending more then half a day picking out a bed that would fit our head board and our other requirements. On the day of the deliver we took off another half day to move furniture and to move the old bed out of the way, we received the wrong height on an adjustable frame with a tier in the soft fabric on the top. With the bed we were over 30" from the ground to the top of the new bed. This was our main concern because it blocks our head board and was stressed to sale person how important this was. So we rejected the bed and cancelled the credit card payment, due to damage and wrong size. Linda Jordan

We purchased a queen mattress with adjustable base on 09/29/2018 from a local Mattress Firm. The salesman was very nice. Helped us quite a bit. To make a long story short. The adjustable base hasn't worked since the bed was installed. It worked for the delivery men who set it up. It started making a loud noise from the motor underneath the bed. The base doesn't move at the foot at all (the head base works fine). We have called Mattress Firm, requested a warranty claim, called the warranty manufacturer with no help and no response. The manufacturer was going to mail the part about a month ago. We have not received that part as of today. To pay $4800 for a bed that doesn't work completely is unacceptable. I had to make our first payment today on a bed that doesn't completely work. I want a full refund of our $ including the base that states sale is final! Again, we have reached out with no help or response.

For a Mother's Day gift, my four children gave me a $500.00 gift certificate from the store located here in the San Jose (Brokaw) through Nasir. I went around to a couple of stores, after all there are so many in San Jose to go and look to see which mattress that I want. I ended up in the Steven Creek Store. The lady there that helped, Claire. I paid the difference of course. By the time that I purchased the mattress, it was almost Memorial Weekend. There was a special going on, which was the bed frame, the one that is worth $500.00, This is the one that is able to lift the top of the mattress only Ielectrical) At the time of purchase, it was not available, I would have had to wait, like around mid June. I told them that would be fine, I needed time anyway, because the bedframe that I currently had, would have to be unassembled at the time (twin trundle bed) Anyway, I asked at the time, if I went ahead and scheduled the delivery of the mattress, asked how much? It would be free. I asked it they would pick up the mattress that I currently own? They had said yes. On the day of the delivery of the mattress, the only problem that I had encountered, was the driver would not pick up the mattress. I clearly stated that I requested, at the time I had asked for them to deliver. The driver was rude. He picked it up anyway. As promised, the bedframe was scheduled sometime around mid-June. I went to see Claire at the Stevens Creek store to see if there was a possibility if perhaps maybe the bedframe that they were offering for $500.00 could be possibly exchanged for something else. I even showed her some pictures. The reason that I am asking, the bed frame that I have is so much higher than the frame that they are offering. I would prefer to use the space, for items that I would like to keep. (important) This idea, I actually got from my daughter. She actually just purchashed her new bed from Mancini. When the delivery guys went to see their bed in the morning, they saw the bed frame, were able to come back in the afternoon, male a comparable exchange, with no price difference. That was what I was expecting when I walked into the store that day. I also asked Claire if the legs to the frame would come off. What Claire told me was when the delivery guys come to the house, just ask them to take them off or adjust them, or perhaps make them longer. So, another one of her options was to go to a hardware store, purchase risers. However. that was not really what I was looking for as an answer. When the automated phone call came, I was not sure what I wanted to do at the time yet, if I wanted to keep the frame, I still had to dismantle the bed. I did not confirm the call. The delivery guy came anyway. What makes me upset about how these automated calls work, the call is not confirmed? yet the delivery guys will still come out regardless? That would still be a waste of their time? Anyway, so I told myself, since I was there anyway, I never got to dismantle the frame. I went ahead and asked this delivery guy about the frame. I asked him if the legs pf the frame can be removed. His answer was no. What I am trying to say here. Claire does not even know what the bed frame is all about? When I was at the store, all she did was show me that this frame can lift the mattress from head up? I did not get the frame that day, sent the driver home. A couple days later. I was still deciding on what to do. On July 21,2018, I got a text, that they were going to deliver the mattress at around 4:15-9:00 pm that same day. Obviously, I was not ready, because the bed had to be dismantled. So what I did, was call the Steven's Creek store. It went to voice mail. I called again. Voice mail. Third time. hang up. Fourth time another hang up. I discussed what happened with my eldest daughter. What she told me was she was getting a unknown number calling her cell phone with no message. I decided to block my phone number and call the Stevens Creek number one more time. I spoke to Trevor. He asked me to try the Brokaw Store and speak to Nasir. I called Nasir. Nasir scheduled the delivery without my permission. I asked him why he did that, Basically he was calling my eldest daughter without leaving her messages. That is why I am upset with this whole delivery.Again. I did not confirm the delivery. My son had to quickly dismantly the frame. I asked them to pick up the frame, again, they did not pick up the frame. That is how unsatisfied I am with Mattriess Firm. Just plain poor customer service....

Customer service for both online orders and in store orders is terrible. If the delivery is wrong it is expected that the customer wait 24-48 hours before the issue can be rectified. There is no immediate solution available because no one has the authority to change the process in which the company does anything. Those who do shrug their shoulders and this is just how it is.

When the wrong item is delivered in morning customer must wait for the delivery to arrive back the warehouse to check in any undelivered merchandise at the end of their run which is typically between 4-6pm. While the undelivered items are on the truck neither can customer service representatives, the warehouse staff, nor showroom staff can touch the order. For next day deliveries the orders must be entered into the system by 4 pm for the warehouse to route. Since the team will arrive back the warehouse after the window for a next day order to go through closes the soonest a customer can get the correct items deliver to them is 48 hours later.

The delivery teams are not allowed to start their routes before 9am (without prior approval as this is not the norm) this is due to the fact that warehouse is does not have staff available for the teams to arrive before 7am to load. Due not having early load times team don't get on the road until after 8am. Then start an 8 hour run. On top of this, the teams are also not allowed to be early to any delivery on their route nor go out of order regardless if the route provided is NOT the most time efficient route possible. Which means even if the customer is agreeable to this it is not allowed. Overall, this means that their is no way for the team to arrive back the warehouse to check any undelivered items for the day until after the next day window closes. This policy continually causes customers to be upset about customer service and the quality of the delivery service that Mattress Firm provides. They want immediate resolution. They want to know that the items they ordered will get to them in a timely manner when the mistake was Mattress Firm's.

Not only is this frustration for customers but also all the employees who have to work within these non flexible rules. If you call customer service it can take anywhere from 30 minutes to 2 hours to get online line with a representative.

Mattress firm has the worse employees that use the chat resource! I was just wantin some help with doing a complaint and the first person, laurenanne, was who I was chatting with first and I was tryin to explain my situation to her and she COMPLETELY avoided my question and just said " thank you and have a good day" and just ended the chat without me having a chance to write back. She obviously didn't even read what I was asking because before she wrote thank you have a good day, she asked a question that had absolutely nothing to do with what I was asking and that's when she just wrote thank you and have a good day and ended the chat. So after that frustration of getting nowhere, I started a chat again with someone named Susan. And she was VERY unprofessional. Her grammar was horrible, she constantly kept misspelling things, never capitalized any letters at the front of her sentences, she was abbreviating words. She really had a hard time answering my question when a 5 year old could've done a better job. I'm certainly not a grammar pro but I certainly expect them to be professional with that. Both people I chatted with were very impatient and I told the second lady that I was using my iPad and couldn't type as fast as I normally can and she still was being very impatient and also was asking me for my information which she had no buisness asking because it had nothing to do with the question I needed answered but she told me she couldn't talk to me without getting my information first. Mattress firm definitely needs to get some better people for the chat resource. That was down right a disgrace for mattress firm!!!

Order a mattress on 8/9 not able to deliver same day. I accept delivery next day 8/10 after 11pm mattress came with mildew spots and I refused the mattress. I was told by the Mattress Firm customer service number that another mattress will be delivered on 8/12 I receive a call after 11pm they're 20 minutes away. Receive another call after 11pm that they will be there at 12:30am. I am spending $4,000 for a horrible service. The location is at stonecrest mall, lithonia Georgia.

to the president of mattress firm, don't know why you have a customer service line-- no one will answer or call you back if you leave number== have been trying to get someone from your corporate office to call us to see why were billed for items we never received.. been trying for 2 weeks and, first we were told it was a warehouse issue, then we were told is was corporate, in their hands, still have not seen any effort by corporate, this has been 2 weeks of us calling - do issues like this go to a dark room and die a slow death? went to your corporate office yesterday and was told needed an appointment? how can you get an appointment when no one will talk to you? today a truck arrived at our door to pick up a frame, we never received, and we had a call ,shorty afterwards, wanted to why we would not let truck pick up frame, again - never received frame or mattress, but your firm send notice to your bank stating the we received items? now we are trying to get this corrected , but with little help from your corporate office. wish we could get cooperation or emails regarding this situation like the ones we still get stating hoping we are happy with our purchase. can you show us were we signed for the items we ordered, if not, please issue a credit and notify us that is matter has been resolved ( and communication with your bank that show we do not them anything). still wanting for call? helping a customer with an issue like this is not one of your company's strong point. a call would have had this issue settled weeks ago.

I really can't believe the poor service I have received from Mattress Firm over the past few weeks. From the delays to the cancellations to the delivery problems. This will be my last bed I ever order from them and I don't even want to step foot in their store again. I purchased a bed last week and they keep lying to me about delays. Just deliver my bed already!