Name: Mattress Firm
Rating: 2.9

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Upset Customer Racine, WI

Tulo posts a warranty on their site but doesn't honor the provision. It claims stains void the warranty, but unlike their regular mattress warranty and every other mattress warranty in the country, the Tulo warranty doesn't list stains as a reason that voids the warranty. Tulo won't honor their listed warranty terms and refers you to their regular warranty with isn't posted on their Tulo site. This is bait and switch! I spoke with corporate and they won't honor their warranty as it's written. Their warranty is a limited warranty and, according to the FTC, must list the actions that would void the warranty (https://www.consumer.ftc.gov/articles/0252-warranties). In addition, they referred to me another site and warranty to apply to the Tulo, a violation of Magnuson-Moss Act which states all warranty terms must be listed in a single document. We like our Tulo, but now with a minor stain no longer have a warranty. Consider this before buying a Tulo. And don't but their Dri-Tec mattress cover - it's trash and though we used it continuously, it didn't work at all. Just check their reviews on Amazon.

6 years ago

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Amy Stewart Gilbert, AZ

We have purchased mattresses from Mattress Firm many times and still are using them now. We love coming in and looking through all of their clearance items and finding great beds at a fraction of the price!

6 years ago

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tann Norfolk, VA

I hope there was an option to give 0 stars...I wanted to buy a mattress and adjustable bed for a long time. Google suggested to go for mattress firm so I started to look for the available options on the website. For assistance , I started chatting with the sales person and he was really patient . He even did the amazon price matching .. all is good I was promised that the items will be delivered in 7-10 days. mattresses arrived ... but the bed base....there is no update about that. I have asked the customer care twice about rest of the order. Every time their answer is -Sorry, we don't know the status of the order....plus they 'Lied' to me that they have created a case for my inquiry and will get back to me 'soon'. Yesterday someone from customer care told me that no case was created for my inquiry. They just don't know for some reason - where is the rest of the order. All that customer care say is sorry ... which I am sure they are not. I really regret trying mattress firm. what a terrible way to treat customers. They are really good and patient when you are giving them money... and after that ... your suffering is really not their problem. My point is that I ordered from mattress firm... I don't care about who the end vendor is... My point of contact is mattress firm and Its their responsibility to update any problem with the order.Its my fault for choosing the wrong option.

6 years ago

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Autumn Lewiston, ID

I went to a local mattress firm business to test out a king-size pillow-top mattress. I was impressed with the many different mattress options available in the store, however, I was not satisfied with the customer service or the price of the mattress.

2 years ago

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Chrissi Parrish Dallas, TX

I have had my mattress thats a queen for awhile for about 6 years now its time for a new on. I always get mines from here without a problem. Love the customer service that I get from them.

2 years ago

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Eric Wilkinson Herriman, UT

For my sons birthday he wanted a nice new bed for his room. We found a bed and then realized we would also need a new mattress. We went to Mattress Firm and they were able to get us a great price on a good mattress.

4 years ago

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Lindsey A Brown Lehi, UT

So far so good. I've bought 3 mattresses for my kids as well as for a guest bedroom from Mattress Firm and although it's not my main mattress, my guests have said its quite comfortable. The purchase process was very smooth and the staff were very knowledgeable and friendly.

5 years ago

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Kathie Bowman Lakeside, CA

love my mattress firm mattress. it is so comfy and helps me get a better night sleep. They had so many different options to choose from and you can test them out before buying

6 years ago

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Kimberly Maddock Pleasant Grove, UT

Love our mattress we purchased. The salesman was able to find a balance between what I like (firm) and what my husband likes (soft) . Mattress Firm was the perfect solution for us!

6 years ago

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Lauren Maddock Pleasant Grove, UT

My husband and I were having a hard time finding a place where we could run in and run out. Mattress Firm did that for us. The mattresses where high quality and we got great customer service to help us choose.

6 years ago

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Derek Scoville Pleasant Grove, UT

When my wife and I needed a new mattress, we checked out Sleepnumber, RC Willey, etc, but Mattress Firm offered the same great products, but at a discounted price. Why pay more for the same product?

6 years ago

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Chase H Provo, UT

My wife and I went to mattress firm a few years back. The employees were friendly and good at helping us find a mattress matching our needs. We didn't end up purchasing here because we bought at another furniture store from the clearance section. The service was good at Mattress Firm though.

6 years ago

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Landon Robison Layton, UT

Got a mattress from here and love it. I have had it for a few years and it is still in great shape. It's extremely comfortable and I got a great deal on it. I would recommend to others.

6 years ago

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Michael Schwaller Hamilton, OH

My mattress buying experience was great. But once the mattress came and I set it, I noticed it was no where near the length it should be. I called that day and was told to give it a couple days so I did. Still no change. I called back, was put on hold then told they would have to call me back. So hours later I stopped by the store and was instructed to send pictures to an email which I did. Even called customer service and can get no response. I am being handed the run around.

1 year ago

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David Boyenga Canton, GA

Do not buy from Mattress Firm!! We spent almost $6,000 on a premium brand mattress, due to my wife’s back issues. Warranty was for 10 years and after 6 years the sag is so bad it has to be replaced. Their so called easy warranty application form is a sham. There are over a dozen excuses that they have to avoid standing behind their products. My replacement will NOT be from Mattress Firm

1 year ago

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Elizabeth Crouse Bluefield, WV

I purchased a rather expensive sheet set from this company in December 2021. With regular wear and wash, the sheets started separating from the elastic on the corner which makes the fitted sheet practically useless. I contacted the customer service chat feature (there isn’t an option for phone calls) and was told that there is only a warranty for replacement for 120 days and did not offer any other options. Poor quality and poor customer service!

2 years ago

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adam geda Saint Augustine, FL

Not very helpful with their so called warranty on the Purple Mattress they sold me. This bed is giving my wife and I constant back and neck pain. We still owe on it as well. Not feeling very comfortable with this purchase. Lack of customer support by far. Supposed to have a great 10 year warranty? Not so much. Not impressed with #mattressfirm and this product. Two thumbs down.

2 years ago

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Edward Alexander Macon, GA

Never had a problem except for my last order which was for a Tuft & Needle original foam pillow through their web store. Problem was that the package was crushed during shipping resulting in damage to the pillow. Was told that there was a policy for no returns. I wasn't asking for a refund - just a replacement. They wouldn't agree and now I'm stuck with a damaged $73 pillow - Shame on you Mattress Firm!!!

2 years ago

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Monica The Bronx, NY

I would give a zero if possible. The only time they have a live operator is when you shop and try to buy a mattress. God forbid you have a problem afterwards they direct you to chat and you can NEVER reach customer service to explain your problem. Also the so called "chat" has prewritten questions and even those go unanswered. Despicable and unacceptable. Worst mattress and service. No CUSTOMER CARE. ONLY MONEY HUNGRY!!! Don't walk away but run!!!!!

2 years ago

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Uncomfortable Clearwater, FL

I purchased a king size mattress with an adjustable base. It arrived damaged, they damaged the area over my exterior door and broke a rod off my canopy bed. In 2 months the mattress had a huge hole where the mattress folds. I returned that bed and got another king size pillow top with more firmness and low profile box spring. Fast forward, 3 months, and the bed is sagging on the sides. I’ve never had an innerspring mattress do this. I think I must not have got the correct mattress. Sleeping uncomfortably in Palm Harbor

2 years ago

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Robin Goodfellow Sunnyvale, CA

I am rating this store a LOW as possible. After placing an order over a week ago and paying $200 for a specific 2 hour delivery window, got a call 10 minutes before the delivery window saying there wasn't going to be a delivery. Part of the order is not in stock and instead of asking if a partial delivery is acceptable, the warehouse decided to do no delivery.

3 years ago

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Ahmad Milstead Aurora, CO

I.never got what I paid for it took a full year and I never got my bed just a ton of excuses no bed never talked to a human just chat and online bs never got my mattress never got the situation handled this place needs to be shut down I hate them they gave me ptsd I needed my bed because I'm a stroke survivor and they caused me so much more stress I finally gave up and got a $30 refund I didn't even get my bed I paid for!!!!!

3 years ago

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Irene Easton, MD

We ordered a mattress, frame and head board on the mattress firm web site. We paid an additional $99.99 for gold service. We were told this included the delivery people putting the frame and head board together. Unfortunately, that never happened. The delivery people just dumped the frame on our front porch in a box and the mattress they leaned against a wall in our house. We tried to call but no one answers the phone, so we went thru the chat room and were told that we would get a refund. Never happened, tried again and they disconnected us. Never use their chat room. They rip you off

3 years ago

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LH Rahway, NJ

PLEASE DO NOT BUY ANYTHING FROM MATTRESS FIRM!!! WORST NIGHTMARE 1st Mattress Arrived Ripped; 2nd Mattress incorrect & adjustable based stained wall damaged, 3rd Mattress hard as a ROCK delivered almost 2 months later. Walls damaged. Terrible Terrible experience. BUYER BEWARE AND STAY AWAY. Mattress Firm does not stand by its policies and is a completely disreputable company. PLEASE Take your business elsewhere. LOOK AT THE REVIEWS. They will waste your time. IF EVERYONE IS SAYING THE SAME THING IT IS TRUE I WISH I DID MORE RESEARCH.

3 years ago Edited September 14, 2021

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Randy McLean, VA

Purchased an expensive Stearns and Foster mattress a year ago with a 10 year warranty. Mattress sagged significantly in one year of use. Company refused to send someone to inspect despite claim on website to do so and when informed that we were disabled. You will never reach a live person in their customer service center. They do not honor their warranty and have terrible service. Combine terrible service, high prices and poor warranty and you have a company that should go out of business.

3 years ago

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Don Platt Riverside, MO

Only 1 year into owning a Sleepy's brand mattress, purchased at Mattress Firm. The mattress sags tremendously in each location where my wife and I sleep. After reaching out to Mattress firm for a warranty claim, they quickly denied the claim, stating that our bed frame has voided the warranty. A bed frame that properly supported the previous mattress for 10+ years without issue. Stay away from this awful company! They denied our claim in less than 4 business hours. Guest that would be one positive; their response time was impeccable.

4 years ago

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FLPixie Bradenton, FL

Ordered online and was given delivery date 8/3-8/5/2020. Then I went to get the tracking# and now shipping 9/28/2020. Their customer service is non existent, can't even get an answer as to why the date was pushed out 2 months. Tried calling and they hung up on me. Sent correspondence and their response time is 24-72 hours but they claim they are fully staffed. They surely charged my credit card immediately though. Asked for cancellation and they won't even confirm that I have cancelled the order. DO NOT BUY FROM THESE THIEVES!

4 years ago

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Kim Zink Tampa, FL

I have had nothing but bad experiences with the box springs from this company. I bought one and within a few months it was all dented in. The manager said he would “give me a great deal on a really good one that wouldn’t cave in”. Ha! Paid for second one and a few months later all the metal caved in again! Do NOT waste your money on this cheap crap! Once this happens, there is no fixing it! Total waste of money!

4 years ago

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Dawna Sayers Cortland, OH

We spent over a thousand dollars on a mattress..got rid of our old one so we can get the new one..two weeks later, still no bed and they keep blaming it on the cov-id. Everything is back and running from the cov-id!! Crooks and Liars🤬 we are going up tomorrow to demand a mattress or a refund right then and there! If not we are filing a police report. I just read they filed bankruptcy in 2018..crooks and liars!! Do not buy from them!!

4 years ago

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Aaron Chicago, IL

Mattress Firm has lackluster customer service, poor corporate organization, and a rigid, inconvenient delivery process. They constantly make mistakes and their store managers and salespeople are given no authority to fix the mistakes for their customers. I purchased a mattress that came with a damaged base and they have shown no urgency in resolving the matter. Once you make a purchase with them, you are a number. I wish I would have bought directly from the mattress provider or worked with a more local company who values its customers.

4 years ago

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Cathy Danielsville, GA

We bought our mattress one year ago free paying 1600 dollars it got dips tried to do the warranty on line what a joke now we're stuck with this junk still owe 900 dollars just don't want to ruin my credit never again alot of money for back and body pain warrantys are worthless so buyers beware.

4 years ago

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PW Eureka, MO

I would suggest that you do not do business with this company. Their 120 day guarantee isn't true. We bought a mattress and mattress cover. The mattress is OK, nothing special but it was very expensive. The mattress cover is useless. The sheets won't stay on the bed so it really doesn't function at all. We found that when we roll over, the sheets move across the pad and literally pull the other person with it. It's the worst sleep that we have ever gotten and Mattress Firm will not refund our money! Stay away from this company!

4 years ago

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Dina Alyaseen Katy, TX

Do not buy from Mattress Firm specially a Beauty rest! there no number to call The mattress is only 8 month and it's boulching in the middle and we don't even used the adjustable remote very often! trying to submit an on line warranty request is a nightmare it rejects all the photos, I think this is done so one has to choose the third party inspection at 79.99!

4 years ago

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McDaniel Idalou, TX

DO NOT BUY FROM MATTRESS FIRM!!! They charge high prices for adjustable beds. Don’t stand behind the warranty or try to find a solution. Bed hasn’t worked in 3 weeks. Run around from warranty to the local store. I’m filing online complaint and bad review. I will be holding any more payments they are due until someone sincere wants to rectify this

5 years ago

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SlushandSlide Peoria, AZ

They will not ship the mattress. Mattress Firm has now deleted the invoice that shows that I purchased it two weeks ago. I would like my money back. It's definitely a company based out of Houston, TX. I'm not surprised that a lot of the items that do arrive, appear to be used. The mattress topper that I had originally bought there looked like it had been sitting outside in water, over an extended period of time. Low quality bed sheets are also being shipped from Logan, Utah. Evidently there seems to be issues involving geography and these kinds of companies.

5 years ago

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Sarah Powder Springs, GA

The company is great; the sales person is great.. the problem is delivery from the warehouse and this is why I had to cancel my order..and this will happen to others as well in the future. They said because of my zip code, I will always get afternoons. I told them that i can never do afternoons as I am gone by noon that is why for anything I request delivery in the morning. Every other company has that option why doesn't Mattress Firm? This is what broke having a potential sale with me. And I really needed a new mattress.

5 years ago

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ed hernandez Columbia, SC

I purchased a sleepy's twin frame, mattress & box spring on April 27, 2019. It arrived at destination on April 29, 2019 as expected. The problem being that the frame was good, the mattress was good, but the box spring was a queen size. Now I am trying to get a date when the twin box spring can be delivered and I can't get anyone to tell me a thing. This company should stay in chapter 11 and go out of business. if a person does not know how to load a truck with the correct materials then is there any hope they can be improved as a company. I give this company a fine F-.

5 years ago

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Cathy H Racine, WI

The first time we moved the mattress with the handles it ripped at the seam about 3 inches. Only owned this mattress for 5 months. Mattress firm claims it wont cover it since the simmons warranty claims a seam or handle tear is not covered. Paid 5000.00 for this bed and it is garbage. Stay away from mattress firm and Simmons. First bed delivered was in the wrong box and maybe that is how they get rid of beds returned from their 120 day sleep guarantee

5 years ago

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Larry C obb Bay City, TX

Disappointing customer service, had an issue with their contract delivery personnel. Try to speak with someone regarding a problem, they totally disregard you and NEVER return calls even when they insist they will get back with you. Houston managers and warehouse delivery managers are not worth a darn. Worse than their management, they have contract delivery personnel and apparently little or no recourse with their activities.

5 years ago

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Cherie Winter Haven, FL

We paid $1499 for our king mattress here in Winter Haven FL in January 2019. We were told by our saleswoman we would have 120 days to return it if we didn't like it. Well, we do not like it. It's not firm enough. I found out by reading the small print that it will cost us nearly $300 to return it!!!!!!!!!! The saleswomen, naturally, NEVER disclosed this to us. DO NOT MAKE THIS VERY LARGE PURCHASE FROM THIS COMPANY!!!!!!

5 years ago

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Anthony Lake Bluff, IL

Got a queen size Serta hybrid mattress from MF store in Vernon Hills IL. Great mattress. Very knowledgeable sales staff. Great experience.

5 years ago

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Holly Amaducci Golden, CO

I ordered online on March 1st. I was told it would be delivered within 5-7 days. I received an email stating it would be delivered on the 7th. On the 11th I cancelled my order because they never shipped it and couldn't tell me why. I was told I would receive my refund within 7-10 business days once the "mattress was returned". I thought that will be easy, it never shipped. Oh no, they didn't cancel the order and let it ship! I had to cancel the order AGAIN and I have to wait eight extra days because the mattress has to go back! THEIVING COMPANY!

5 years ago

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Francisco Rodriguez Dallas, TX

My mattress is only 8 months old and it sags at one corner. I filed a claim and sent in all the information the asked for including pictures. Just to get a respond that it is at manufacturer standards. They advised be to have a third party inspect it but that I had to pay $80. Also they offered me a 20% discount on another. I went to the store where I bought it and the person that sold it to me said, sorry but I should put a claim on line. I do not recommend mattress firm. Get your mattress from somewhere else but not with them.

5 years ago

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craig Buford, GA

Items ordered weren't delivered. Waited over an hour on customer service with no response. Began chat with customer service and was disconnected. Another hour on hold with no answer. Delivery team knew they screwed up and couldn't leave fast enough. This is about the most pathetic customer service experience I've had in a long time. Would definitely give 0 stars if possible.

5 years ago

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Abhishek Nayak San Jose, CA

Worst delivery and service . I was sent a broken bed frame and the delivery guy told the warehouse that it's broken. But they still asked him to deliver it to me. I rejected the delivery and rescheduled for next day. The driver came and seems he called me . I never got a call. I paid more that $1000 and it's been a week that I am waiting for the mattress. I just moved from east coast with family and we are sleeping on floor . Forget about compensation, they are yet to deliver my mattres. Pathetic !!!! I am reporting this to consumer court

6 years ago

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Dan M Hemet, CA

First of all read reviews before buying reviews were ok- so went ahead bought two matresses total$5000. Received items to 2weeks later then slept on for two weeks -on second week woke with bed bug bites - tried to explain to sells person- theres no way they are responsible - why because beds are delivered in plastic but while delivered they are next to the old beds they are picking up- so know I am having to go through credit card dispute which they are very helpful.Did not want to go down that route but for $5000. I have too

6 years ago

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Bridgette Moore Louisiana, MO

I purchased two beds. I was encouraged by the salesman to purchase the floor model temperpedic. He said great value and reliability. But no warranty. I told him my concerns. He reassured me it was a good buy. Well I have a lumpy bed that causes serious back pain. Paid 1000$ for a painful nights rest. And I can’t return it. I will never shop at Matress firm again and I will encourage anyone to think twice about shopping there. I am stuck with a piece of garbage for the next 7-10 years!

6 years ago

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Daryl Markovic Marietta, GA

I bought a bed base and box spring online and have had the worst problems ever. Do Not buy from mattress firm they suck! 1.) They drove off with my bed and I haven't had a bed in a week 2.) They finally delivered the bed and forgot the base and box spring 3.) They promised me an upgrade and now say they wan to charge me for it. Please don't every buy from this company.

7 years ago

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Anonymous Falling Waters, WV

Very helpful, no high pressure tactics, listened to my requirements and found several mattresses that met my needs. Let me choose what I wanted.

7 years ago

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Low Honolulu, HI

Great value, great price, comfortable. We were looking for a firm mattress and was pleased to find that there was a huge inventory and that it was reasonably priced.

7 years ago