Mattress Firm Customer Service Issues

Hello, I have been trying for days to seek assistance without success. The chat support has been unhelpful. My name is Cheryl Money, and you can reach me at [redacted]. I require a phone call as I have physical limitations that make using text difficult. I purchased a Feather Mattress online, but it did not meet my expectations, and I have been unable to use it. The store where I tried to return it declined the refund, which was not communicated to me at the time of purchase. I am dissatisfied with this deceptive policy. If I don't receive assistance promptly, I will inform others about this issue. Please contact me at [redacted] as texting is not effective in my situation. I am frustrated and unwell, and I urge you to address this matter promptly. Thank you, Cheryl Money.

I am writing concerning issue number [redacted]8 related to order S[redacted]92. The bed I purchased turned out to be disappointing, as it sinks when sat on, even my Yorkie slides off. I had specifically asked for a Eurotop bed, explaining my need for a sturdy surface due to the issues with my previous bed. Despite working with your "sleep experts" during the sale, I was steered towards a different type of bed which doesn't meet my requirements. I was misinformed about the details of the bed and will not pay for its return or restocking. I am dissatisfied with the lack of transparency and service provided. I would appreciate guidance on returning the item and consider options for an exchange. This experience has left me without a suitable bed and questioning future purchases from your company. I hope we can address this matter promptly. Thank you.

I bought a mattress and adjustable frame on September 6, [redacted]. After waiting nearly three weeks for delivery due to a delay with the frame, I was supposed to receive a call on September 25th to schedule delivery for the 26th. When I called in the afternoon on the 25th, I was informed they didn't have the mattress, only the frame, and couldn't deliver. I canceled my order on the same day, but I have yet to receive a refund on my credit card with Synchrony. One manager at the Pensacola Florida, Airport Rd location assured me they are looking into the refund, but I have not received an update. Another manager mentioned they should have voided the invoice order #[redacted], but I am still awaiting a callback. I remain uncertain of the situation and would appreciate a resolution. Thank you, H. Faulk

I want to share my recent experience at your Roslyn store on 12/7/[redacted] around noon. I had intended to make a purchase and asked about adjustable frames, but the salesperson suggested I look at mattresses first. When I mentioned needing a mattress with a medium to firm feel based on Consumer Reports' ratings, he repeatedly insisted mattresses only come in medium or firm, dismissing my concerns. When I clarified, he accused me of yelling and asked me to leave, closing the door behind me. This treatment left me feeling disrespected and hurt, especially as a female and older customer. It was a shocking and disappointing encounter that I felt compelled to share with you.

Regarding the recent experience at the Henderson store on Marks and Warms Springs in Henderson, NV, I wanted to express my disappointment with the handling of my mattress return. The salesman utilized personal circumstances to prevent me from returning the mattress within the desired timeframe, extending beyond the 30-day return policy. I encountered unprofessional behavior and disrespectful treatment during the process, making it difficult to resolve the matter satisfactorily. The interactions with the salesmen involved were unpleasant, and the reasons provided for not accepting the return seemed unjustified. Despite encountering challenges, I acknowledge my unfortunate situation and the impact it had on the timing of this communication following heart surgery. This experience with Serta has left me feeling dissatisfied with the service received. Thank you. - Beverly DeMarco

I purchased a mattress and an adjustable base based on their recommendations, but I've had a terrible experience. Despite being advertised as top-quality, the mattress has already deteriorated after just three months of use. The $[redacted] base is of poor quality and essentially useless. The supposedly suitable mattress for back and side sleepers has caused me back problems and a pinched nerve in my shoulder, disrupting my sleep with constant pain. I cannot afford to replace the bed, which cost me over $[redacted]. Reaching out to the company has been challenging as they are unresponsive to emails and the chat support is ineffective. Despite multiple attempts, I've been unable to get a refund or resolve the issues with the bed. Their warranty claim process is faulty, and now I'm stuck with a bed that has been a source of misery. I advise against shopping here as their products and customer service are not worth the money or time. It's clear that their priority is their profit rather than customer satisfaction.

I purchased a Pressuresmart Pro Plush Pillowtop Mattress Queen from Mattress Firm Washington Park in Denver, CO, for $[redacted]. Unfortunately, it's the worst mattress I've ever owned. I've been trying to file a warranty claim, but they are requesting pictures or a third-party inspection, which is difficult for me as I don't have a phone to send pictures from and would incur costs for an inspection. During a recent phone call, they mentioned even if the warranty is approved, I would have to pay for the freight back to Denver, which is nearly [redacted] miles away, an expense I don't think I should incur. Despite having the bill of sale, I'm finding it challenging to get assistance from Mattress Firm to resolve this matter.

I reached out yesterday about the Beauty Rest Pressure Pro queen mattress we purchased in June [redacted]. It's lumpy, and even though it has a 10-year warranty, the mattress is not on the list from the manufacturer. I need to contact them for the warranty, but they are requesting pictures or a third party inspection. However, we live in a small town [redacted] miles away from Denver, without another BeautyRest dealer nearby to provide a third party inspection. The cost for a third party inspection is $79, plus we would need to pay for freight to return it to Denver. Shipping costs start at about $50, but I was informed it could be around $[redacted] to send it back; unsure if this includes delivering a replacement.

Reference # (Order No.) [redacted][redacted]. My name is Jeffrey L., and I bought a Frio Cooling Mattress Protector in Cal. King size, as well as a Cal King Beyond 15.25" Plush Pillow Top Mattress. I returned the unused and packaged Frio Cooling Protector on 6/7/21. Despite receiving a credit on the same day, I haven't received my refund yet. I have made multiple calls and visited the store but to no avail. This situation has left me extremely frustrated. If the refund is not processed soon, I will have no choice but to take legal action. I am even contemplating canceling the mattress order. Feeling very disappointed with the service. Jeffrey L. [redacted] MAKE IT RIGHT

I had a positive experience chatting with Kristina at Mattress Firm on August 17, [redacted], regarding a mattress set. However, when I visited the local store on August 20th to see the product as advised by Kristina, the sales associate, Gino Birch, was extremely rude and unhelpful. He dismissed my previous conversation, was disrespectful to me and my friend, and displayed unprofessional behavior in customer service. I believe Gino Birch should not be in this career field based on his conduct. I have been attempting to contact Mattress Firm's corporate headquarters in Texas to address this issue but have been unsuccessful so far. I hope that this feedback reaches the appropriate individuals to address the poor customer service experienced. Thank you for your attention to this matter. Sincerely, Jacqueline B Seid.

I bought a clearance mattress from Mattress Firm in April, but it started sinking in the middle after a month and a half. They replaced it with a Stearns and Foster mattress, promising it wouldn't have the same issue. I've had this new mattress since June. I contacted the store manager before Thanksgiving, who said he would follow up in a week after the holidays. After two weeks, with no response, I called back. The manager mentioned the salesman would reach out the next day, but no one has contacted me yet. The mattress is sinking, and I still owe $[redacted] on it. I feel unsatisfied having to spend over $1,[redacted] on a mattress that needs replacing in less than a year. My name is Judy A., and I purchased it from The Mattress Firm Clearance Center in Humble, Texas, on [redacted].

I was never asked for my payment method during the chat. Despite the payment issue, Discover was selected as the payment method without my consent. I even mentioned that I needed to activate the card. After speaking with Synchrony on February 7th, I reached out to Mattress Firm. They advised me that the payment details needed to be corrected on your end. The representative I spoke to assured me that they would address it with the Billing Department, but unfortunately, it was not resolved. Regardless, I will take note of this experience. The response from Customer Retention stated that since the order had been delivered and invoiced, they could not accommodate a comfort exchange for order AX-684838FLHYZN. They mentioned that I did not disclose the use of a Mattress Firm/Synchrony payment method during the chat, and therefore, they proceeded with the Discover card information provided. They expressed regret but explained that they could not make any changes. Thank you, Laura H. Case Number: [redacted]4

I visited the LA County fair last month and was browsing mattresses when a Mattress Firm representative assisted me. I provided my details to maintain the Memorial Day sale price and visit a local store at a later date. The representative subsequently used this information to establish a line of credit with a bank and bought a $4,[redacted] mattress without my authorization. They then arranged for delivery to my home. I signed a document intended for future use at a store, not for an immediate purchase. Returning home from work, I was shocked to find a mattress that I never ordered in my living room, accompanied by an unwelcome purchase and credit line. I am incredibly frustrated by this situation.