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Business Profile

Mattresses

Mattress Firm (Corporate Locations & Office)

Headquarters

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

This profile includes complaints for Mattress Firm (Corporate Locations & Office)'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Mattress Firm (Corporate Locations & Office) has 2814 locations, listed below.

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    Customer Complaints Summary

    • 1,167 total complaints in the last 3 years.
    • 313 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/16/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased a box spring on line for $229.00 plus tax, it was delivered today and unfortunately was way too high for my bed. I called my local store in ******** to ask about a return or an exchange and was told either one would cost me $249.00 more then what I paid for the box spring. I also purchased my mattress from them last year and it was fine. How can they charge me more then what I paid, this can't be legal

      Business Response

      Date: 04/21/2025

      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. ****** require additional assistance, they may reach out to their dedicated Specialist.

      Customer Answer

      Date: 04/23/2025

      [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

      Date:04/14/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello, I bought a serta mattress from mattress firm here in ***************,**. back in the year of 2021. this mattress started to loose it's shape about a year and a half later, I had been sufferring with back problems. So this was the reason that I bought this mattress, because I was going on Serta repetation. All at the same time I was dealing with my father whom was sufferring from cancer, so I was flying to and ******* and back to ********* quite often.. all at the same time my lower back was getting worse. no matter what ever I did to try and make this mattress work, it only got worse. well my father finally past away after his long batter. and it was time for me to get back to my own personal problems. i call mattress firm about the ten year warranty, they wanted me to take photos of the mattress, then said that because a stain was on the mattress there nothing they can, the stain has nothing to do with the mattress holding it's shape.the stain was put there by my cousin's little baby when she came to visit me. my friends ahve gotten me another mattress and i don't want another one of their mattresses..All I want is money compensation for them selling me a faulty mattress. I notice that mattress firm is under a class actio lawsuit right now for the same reason..the lawsuit is for $4.9 million for bed tech defection and tech. Please i really need your help, i'm on a fixed income and i cannot to buy big items such as beds all the time

      Business Response

      Date: 04/15/2025

      Mattress Firm is in receipt of the complaint filed by ******* ******. A Client Advocate Specialist connected with ******* ****** 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. 

      Customer Answer

      Date: 04/16/2025

      [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

      Date:04/11/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Bought a mattress set with an adjustable frame and the frame bends, bottom legs of the frame are not touching the floor and middle legs of the frame are crooked. The bed feels like a swing. Call to the company ****** who deals with complaints but have no answer. Service order ******. **************.

      Business Response

      Date: 04/16/2025

      Mattress Firm is in receipt of the complaint filed by Ms. ******** A Client Advocate Specialist connected with Ms. ******* and was able to assist her with getting the warranty process started for her merchandise. 

      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 Answer

      Date: 04/16/2025

      [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

      Date:04/10/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I just want my money back, fully refund. I irder a kingsize mattress and kingsize boxspring, they brought a kingsize mattress witha queens size boxsprings. My husband and I check the order several times to make sure what we wanted. Was correct, but the boxsprings was changed to queensize. We just want our money sack, fully refund, $2138.90.

      Business Response

      Date: 04/23/2025

      Mattress Firm is in receipt of the complaint filed by ******* *****.  ******* ***** and decided to cancel the order.

      As we take these complaints very seriously, we believe no further action is required at this time.

      Customer Answer

      Date: 04/23/2025

      [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

      Date:04/07/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made an online order with delivery setup for mattress & adjustable base. On day of delivery I was told that the base didn't fit in which I was puzzled because it's a universal base. Delivery person didn't offer any other solution just kept informing me it's not going to fit. So I just allowed them to set the base box in another room until I figured out what to do. I attempted to reach customer service but routing to nearest store , called about 10 times no one answered. Due do this I had to continue to sleep on the floor in my new home until this us resolved. I spoke to a friend that stopped by a local store by her house to try to get assistance. But since didn't buy in store no help could be offered but the sales person asked if there was bed slats I would have to remove to fit ....but the delivery person stated he would do so ,,,,then when stated will not fit. If that was the case I could have removed them myself during or before setup. I friend came over in a few days to assist me set the base up so I can sleep in my bed. I very disappointed with the company and lack of customer service when needed, just because you didn't purchase at a local store there still be ustomer service assistance. I will not ever back a purchase from Mattress Firm again and shared my experience with others. This is my 3rd and LAST PURCHASE !!!! Not cool having to sleep on the floor due to this issue!

      Business Response

      Date: 04/07/2025

      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.

    • Initial Complaint

      Date:04/06/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On February 8, 2025, I bought a Sleepys By Sealy 10.5 Medium Euro Top Mattress Full Prime (item # ******P) and an 8 ************************************* Full Reg Prime (item # ******P) from Mattress Firm at ***************************************. Prior to my purchase I had spoken to the sales representative regarding the return policy, she advised me that I would have 3 months to do so, but she did not mention the $249.99 restocking fee. I was unsure of what size box spring to purchase, she advised the 8 and I agreed. My delivery date was February 20, I unpacked and set the bed up. The height was unacceptable and the box spring was placed back in its original plastic wrapping, and I contacted the sales representative on February 22, which is when she advised me of the $249.99 restocking fee.Following various attempts to speak to customer service, I left a message and the branch manager of the store called me back. She advised that box springs are not returnable. I told her I wasn't informed of this, and she pointed out it was on my receipt, below the price, however it was not on the hard copy receipt that I received in the store nor on the emailed receipt (below the price). On the email receipt, on the third page, it says If you remove the original (white) law tag from the mattress or foundation, it will void the 120 Night Sleep Trial. The foundation is the box spring which means it is returnable.I believe best practice would have been for the sales representative to advise me of the restocking fee during my initial conversation with her regarding the return policy as well as when I was purchasing box spring I was unsure about. Further, best practice would be to give the full four-page receipt as a hard copy at the time of purchase as I believe it is an acceptable assumption that the hardcopy receipt and the emailed receipt would be the same and one wouldn't not look at the emailed receipt when you have a hardcopy.

      Business Response

      Date: 04/08/2025

      Mattress Firm is in receipt of the complaint filed by Ms. ********* A 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. ****************** additional assistance, they may reach out to their dedicated Specialist.

      Customer Answer

      Date: 04/16/2025

      [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. However, it is not completely resolved.  I set up a date to exchange the 8" box spring for a  5" box spring, but they sent another 8" box spring so I refused the delivery. I have another delivery date set for May 3rd, we'll see that happens then.

      With regards,

      ***** ********




       


    • Initial Complaint

      Date:04/06/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of transaction 03/07/25. Purchase amount ****** Full size mattress. It's completely trash. My back is broken. It's no good.

      Business Response

      Date: 04/07/2025

      On April 7th, 2025, a Customer Relations Specialist contacted Mr. ******* regarding his order concerns. We were able to assist the guest and come to a great resolution. 

       As we take these complaints very seriously, we believe no further action is required at this time.

    • Initial Complaint

      Date:04/04/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I went to mattress firm and purchased a mattress with insurance ,when I got home and realize it, I dont need no insurance on a mattress. They said that if I dont use it within five years, they will give me my $******back as a credit I told them as a credit what if I dont have the card anymore and my bill is paid off why would you give me a credit so I told them I want to cancel the insurance. They telling me that I cant do it. I just got my delivery on April 2, 2025 today is April 4 I dont understand why I cannot get my credit back ,it seems like a scam to me because once you dont use that ******!as a credit they keep the money And why would you need insurance anyway on a mattress and I would like to be compensated and get my ****** credit back to my card. At the end of the day, the way things is tomorrow is not promised to no one and no one need holding my money for a credit just sitting there. I purchased it on March 26, 2025 and they deliver it on April 2, 2025. I am trying to retire so I need no one holding my money. I need my money.Thanks

      Business Response

      Date: 04/08/2025

      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.

    • Initial Complaint

      Date:04/01/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Since mid-2023, a couple months after purchasing my Cal **** mattress and my adjustable frame for $8,264.27, on at least 5 different occasions I contacted management at the Mattress Firm store in ***************, **, explaining I was delivered a "MEDIUM" mattress and not the "FIRM" mattress I selected and am still paying for. I explained to management that I currently have two other Tempur Pedic "FIRM" mattresses in my house that i purchased in recent years and the difference is very obvious. I returned to the store several more times pleading with management and explained that maybe I was given a "MEDUIM" on accident because a MEDIUM might be more compatible with the adjustable frame. I was repeatedly told to go through Tempur Pedic for any warranty issues. I was also told they could not offer any advice or phone number to call and it was all on-line and that's all they would say. After several months of back-and-forth with the Tempur Pedic online warranty process (with pictures, etc.) I was told my issue would not fall under their required "warranty" process unless I could prove the mattress was faulty/sagging to their warranty standards. I then offered to pay someone from Tempur Pedic to come to my house (as advertised on their warranty site) to sit/lay on my mattress to see for themselves and was told they don't do that any longer. More recently (Nov/Dec 2024) I took a video of me sitting on my mattress and showed it to an employee of the Tempur Pedic store in *********, ** and he immediately said in part, "...that is definitely not a firm mattress.", but he too suggested I go to the Tempur Pedic website to file a warranty claim. In the last few moths I have begun experiencing back pain and have seen my doctor at ****** and I believe its all related to the mattress. I just need a FIRM mattress. Thank you for your attention to this urgent matter.

      Business Response

      Date: 04/02/2025

      We are in receipt of Mr. ******** Better business bureau complaint.  The Specialist provided  Mr. ******** with warranty information on his product. 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.

    • Initial Complaint

      Date:04/01/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order placed 2/9/25. Priced paid after tax was $323.69. Delivered on 2/10/25.Serta Perfect ******* ********* 2.0 Medium Euro Top Mattress, Twin size.This was purchased via the Mattress Firm Website, the store has only responded once, via text, says we have to go to Cust Svc online but both phone numbers we have hang up on us. Their ChatBot keeps telling us to call the store itself.The bed incurred a dip (a canoe) in the middle of the bed within 2 weeks. We have a 120 night sleep guarantee. If you want to return it there is a $249.99 restocking fee but this bed is defective. We just want our full price reimbursed to us and they can have the bed. We should not have to lose $249.99 for a defective mattress. The $249.99 is for a restocking fee and this bed does not consist of a regular "we just don't want it" return. It is defective.We are getting no resolution and the 120 night ends next week. We are getting no resolution and we think this is a consumer ripoff.. We are not seeking a replacement, we want our money refunded for (again) a defective mattress. Order # is below, Email capture is attached. Please contact us with anything else you need.

      Business Response

      Date: 04/04/2025

      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.


    Mattress Firm (Corporate Locations & Office) is NOT a BBB Accredited Business.

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