Business Profile

Mattresses

Mattress Firm (Corporate Locations & Office)

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This business has 1 alert

Pattern of Complaints

Complaints

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

Customer Complaints Summary

1,087 total complaints in the last 3 years.
323 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:07/22/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
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 June 21, 2025 my husband and I purchased a split king mattress from Mattress Firm. I had a tempurpedic king and wanted to replace it. I had the adjustable base and bought the split king mattresses. I asked the sales person if they would be able to program our remotes for the bed since I had a king and only one remote was being used and it would have to be programmed to have the mattresses work independently of each other. She told me the people delivering it would take care of it. The mattresses were delivered on July 12th and the delivery people told me they did not know how to program the remotes and had other deliveries to attend to. I called my salesgirl while the delivery people were here and she spoke with them and then she told me she would take care of it and call me. It is now July 22 and I have yet to get a phone call from her or anyone at the store. I have called numerous times and am getting the runaround. I just want what I paid for. My contract says "Mattress setup and Haul Away". They delivered it but did not do the "setup".
Business Response
Date: 07/24/2025
Mattress Firm is in receipt of the complaint filed by **** *******. A Client Advocate Specialist connected with **** ******* and was advised the order was cancelled.
Customer Answer
Date: 07/25/2025
[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.

Re: Mattress Firm

Gentlemen: This complaint is resolved. I decided to cancel my order and not deal with them any longer. I'm too old for their ***
Thank you for your time.

********* *** **** *******
Initial Complaint
Date:07/04/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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.
We went to the *************** location in ********* **. We went to mattress firm because we wanted a 120 sleep trial. That was the main reason for choosing this company. We decided we wanted a tempurpedic but wanted to try a split king. They told us they had one available at their outlet location, told us how they are sanitized but never said that by purchasing from the outlet you dont get the sleep trial and cannot return. We went to the outlet to make sure the mattress was in decent shape but they wanted us to come back to their store so they could get the sale. We bought it and then decided we loved the tempurpedic but hated the split. It wasnt until I called to exchange that they said it couldnt be returned and that it said that on the receipt. It was emailed to us and we didnt even look at it after purchasing. I feel they completely mislead us and I would have never agreed to buying a non returnable mattress when we chose this company simply because we wanted to be able to have a sleep trial. After talking to the district manger he said he still could not exchange the mattress.
Business Response
Date: 07/09/2025
We are in receipt of ****** ******* Better Business Bureau complaint. As we take these complaints seriously, we will continue working with ****** ******* to find a resolution. The guest was provided with the contact information for the handling Specialist.

Customer Answer
Date: 07/11/2025
[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:07/03/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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 Saturday, June 28th, 2025, I visited your store located at ***********************************************************************************************************. I walked in and was greeted by a gentleman, and I told him that I was just looking at mattresses. He said he would be my sleep expert. I walked to the left of the store and your ******** wanted to show me mattresses on the right side of the store that I had no interest in. He then told me I walked away from him. He was clearly bothered by the fact that I wasnt interested in following his sales protocol. When I asked if there was an issue with me wanting to look for a specific mattress, the other ******** said, Im sorry we got off on the wrong foot, which I appreciated him saying. I told the first ******** that I could spend my money somewhere and I again, just wanted to look at mattresses. Feeling like I was not welcome in the store, I told them I would shop somewhere else. I then asked for a managers name and number as the way I was treated was B.S., the first ******** told me that I had an attitude and therefore I could not get the managers name or number. The first ******** then told me to have a nice day and pointed towards the door. I overheard that ******** call me an a****** as I walked out of the store. So, Im kicked out of a Mattress Firm store, and called an a****** for asking for the managers name and number??? Mattress firm has serious issues with customer service at that store. I have never been treated that way before by a store that I was trying to spend my money with. Im asking that someone with Mattress Firm corporate or regional management please contact me in regard to this incident. Thank you!
Business Response
Date: 07/08/2025
A Corporate Escalation Specialist successfully contacted the guest Mr. ******* and facilitated an amicable resolution. We believe that no further action is necessary at this time. Should Mr. ******* require any additional assistance, Mr. ******* may reach out to us again.
Customer Answer
Date: 07/14/2025
[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:07/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
Brought a mattress from Mattress Firm 10/15/2022 filed a complaint with them 6/30/2025. Sent them photos of SAGGING MATTRESS BOTH AREAS WERE SAGGING 2 . They rejected my claim because bedding wasnt sufficient for them. The previous Mattress this one replaced was exactly the same mattress bought in March 2001 on the very same bedding so the math is 1st mattress lasted 24 years 2nd Mattress 2+ years SAME BEDDING Complaint rejected Math doesnt work out. Im 84 yr old man my wife 80 yrs old married 60 yrs dont abuse anything doesnt sound right please advise
Business Response
Date: 07/08/2025
A Corporate Escalation Specialist successfully contacted the guest Mr. ***** and facilitated an amicable resolution. We believe that no further action is necessary at this time. Should Mr. ****************** any additional assistance, Mr. ************** reach out to us again.
Initial Complaint
Date:06/27/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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.
The mattress was purchased on 9/8/2024 as of this date I have been paying for this mattress through progressive leasing. However, I have experienced that the mattress has been dipping and having waives of dints in it. As of 6/5/2025 I have been communicating with the ************** upon my initial warranty claim # ********. since that time for this issue I have remedied the issue of the bed frame only having 3 slats per their original email, They immediately removed the warranty on the mattress. then, they stated that there was no guarantee of a mattress replacement. They requested me to send pictures of the corrected support for the bed. I did so on 6/19/2025. They then placed the warranty back on the mattress. Then I was still seeing the dints and dipping thereafter, I filed another claim and still got the same response" your product was found to be up to the manufacturers standards and will not be replaced at this time." Then I made another call on 6/26/2025 and received the same response but this time they admitted that there was a half inch dip and sagging, but it did not meet the warranty requirement for replacement. I and requesting a replacement. They are refusing and I still have to pay for this mattress until 9/8/2025. final response to second claim:
Business Response
Date: 07/01/2025
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. ******** need additional assistance, they may reach out to their dedicated Specialist.
Customer Answer
Date: 07/07/2025
[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:06/23/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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.
July 5th, 2015, I purchased a ******* and ****** mattress from Mattress Firm in ***********, **. I am attempting to submit a warranty claim thru ************************** for a warranty item. I spoke in store with a sales person who advised me of the online process. Mattress Firm is declining the claim citing "The warranty is void because an improper frame/inadequate support system is being used with your bedding". I included pictures of all items requested. The bed frame itself cost over $3000 and was made by an ************* 10 years ago. It is all hardwood, contains hardwood slats. Mattress Firm will not cite the specific reason for the declination of the warranty. When I purchased the mattress, it cost me $2500 for the mattress and to have it delivered. The mattress is sagging on both mine and my wife's side of the mattress. With a broom stick and a rule, it is sagging up to 2 inches on both sides. At time of purchase, I was NEVER given a warranty card with the information on it. I was a cancer patient at the time and have ALL info from ********* saved on anything I bought, rented, returned or was gifted during that time, including the receipt for the mattress. I would like to be compensated at least the cost of the mattress (*******) and taxes, so that I may purchase a new mattress. I am willing to forgo delivery fees and the cost of the bed frame.
Business Response
Date: 06/30/2025
Mattress Firm is in receipt of the complaint filed by Mr. *********** A Client Advocate Specialist connected with Mr. ********** 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 Mr. ********** require additional assistance, they may reach out to their dedicated Specialist.
Customer Answer
Date: 07/07/2025

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.

Please close this action as the business reassessed and honored the warranty
Initial Complaint
Date:06/20/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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 May 23, 2024, I went to Mattress Firm (************************************************) and purchased a king size BeautyRest Pressure Smart 2.0 mattress for $1,299.00. The **** price was $1,899.00.Within 3 months, the top of the mattress began to bunch up. The bunching continued to worsen, and by one year, I could no longer sleep comfortably on the bed. On May 8, 2025, I submitted a warranty claim to Mattress Firm. The claim was quickly approved and I received a store credit for $1,299.00. The credit letter indicated that I could not use my store credit toward sale or clearance items. I went to the Mattress Firm store on June 19, 2025 to replace the defective mattress and an associate confirmed I cannot use my credit toward a sale priced item. Instead, I would have to pay the full **** price. This means, one customer can get the sale price, but I must pay full price for the same mattress. This is unfair treatment. The assistant manager told me I could go to an outlet store and buy a used mattress. Im not interested in buying a used mattress. If I choose to upgrade the mattress, I understand I would pay the difference between my credit and the higher price, but I am simply asking for a comparable mattress. As it is, if I purchase a mattress for a **** of $1,299.00, I would be getting an inferior product. The majority of the mattresses at the store are marked downthere seems to be a perpetual sale. To resolve my issue, I would like to use my store credit toward a mattress that is marked down (aka sale price) and not pay ****. Thank you ******** ********
Business Response
Date: 07/02/2025
A Corporate Escalation Specialist successfully contacted the guest Ms. ******** and facilitated an amicable resolution. We believe that no further action is necessary at this time. Should Ms. ******** require any additional assistance, Ms. ******** may reach out to us for further assistance.
Customer Answer
Date: 07/02/2025
Better Business Bureau:

This letter is to inform you that Mattress Firm (Corporate Locations & Office) has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/20/2025 and assigned ID ********.

Regards,
Initial Complaint
Date:06/20/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 bought a purple mattress, and Ive been miserable. My first mattress I purchased which was also a purple took adjusting to get used to. I figured this one was the same. However now Im past the 100/120 nights to try out. The bed is sinking in the middle and I constantly toss and turn and feel so much back pain in the morning. I contacted purple but they said I have to talk with mattress firm. This bed was very expensive and its so disappointing because I loved my first purple mattress but this upgraded purple mattress has literally been a nightmare. I dont feel like its been supportive. Its sad that now I want to buy a new mattress but knowing that I will have to fork out another $3000 plus dollars is ridiculous. My first purple mattress cost $1000 dollars and I kept it for 5 years. I havent had this bed for that timeframe, and its ridiculous that it costs more and supposedly a better product however it feels NOTHING like the first.
Business Response
Date: 06/25/2025
Mattress Firm is in receipt of the complaint filed by Ms. ***** A Client Advocate Specialist connected with Ms. **** and will assist her with filing a warranty claim.

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.
Initial Complaint
Date:06/19/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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 paid $1600.03 for delivery of a mattress and frame to be delivered may 26 2025. they slammed the mattress against my wifes dresser with glass breakables on it. The mattress started to slide and she had to catch it to stop it from falling. I ended up holding the mattress the rest of the delivery. They also damaged my door frame with the base and slammed the base on my tile floor damaging the base. When I called the store they reassured me they would refund the delivery charge and send sheets. They also stated I would hear back from them about getting my door frame fixed and they left me high and dry and havent bothered to reach out to me.
Business Response
Date: 07/02/2025
We are in receipt of **** ***** Better Business Bureau complaint. As we take these complaints seriously, we will continue working with **** Brody to find a resolution. The guest was provided with the contact information for the handling Specialist
Business Response
Date: 07/02/2025
We are in receipt of **** ***** Better Business Bureau complaint. As we take these complaints seriously, we will continue working with **** Brody to find a resolution. The guest was provided with the contact information for the handling Specialist
Initial Complaint
Date:06/19/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
We received a mattress delivery yesterday, from mattress firm. That would have been on June 18th 2025. This is an exchange for a mattress that did not work out. ***, the gentleman that sold us the mattress, was wonderful. Our issue is not with him. Our issue is with the trucking company. I had a scary experience where one of the two mattress handlers became very belligerent at my house. He was very agitated and angry. I was fearful for my safety and that should have never happened. I'm understanding that they fired this individual but now I am concerned that he knows where I live. He was unhinged. I don't feel that I should have to pay the upgrade of the mattress or the charges that I incurred switching this mattress out, due to what happened. I am very concerned for myself and for my children. They need to be more careful about who they are hiring to do their jobs. I've never experienced anything like this, in my entire life. I just spoke with the trucking company and they let me know they terminated this person's job, however that's actually not what I wanted to happen, considering he will know exactly why he was terminated. That is what concerns me and now I am worried about our safety. I would like mattress firm to take accountability for this.
Business Response
Date: 06/23/2025
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.

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This business has 1 alert

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