Complaints

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

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

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  Mattress Firm (Corporate Locations & Office)

  10201 Main St Houston, TX 77025-5229

• 

  Mattress Firm (Corporate Locations & Office)

  9715 Fm 1960 Bypass Rd W Humble, TX 77338

• 

  Mattress Firm (Corporate Locations & Office)

  1340 Lake Woodlands Dr Ste B Spring, TX 77380-3288

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  Mattress Firm (Corporate Locations & Office)

  19969 Katy Fwy Houston, TX 77094-1019

• 

  Mattress Firm (Corporate Locations & Office)

  2505 Highway 6 S Ste A Houston, TX 77082-1752

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:04/14/2025

  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.

  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:

  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.

  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:04/06/2025

  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 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:04/01/2025

  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.

  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:

  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.

  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.
  
  
  

• Initial Complaint

  Date:03/26/2025

  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.

  Complaint Details On 03/04/25, I placed an order for 2 mattresses from Mattress Firm order#GK8DH9HMVSFH. On 03/10/2025, 1 of the 2 mattresses was delivered. To date, I have not received the 2nd mattress, nor have I received any updates from Mattress Firm. After waiting serval weeks without any updates, I tried using the live chat which turns out to be an automated service that only acknowledged that theres had been 1 delivery; nothing about the 2nd mattress. When I called the 800# it took me to a local store who had no knowledge of the order although the agent tried to do everything he could to help including the looking to see if tracking was available . I went back to the internet found another # and finally after going in auto loop for any hour, I finally stated I wanted to make a purchase; this routed me to an agent. Who then stated she would contact logics but when I asked for a call back with an update, I was told she could not do this and that the tracking would auto update. It has not! I either want my mattress or a full refund immediately. The customer service for online orders is HORRIBLE!!! Why cant you speak to anyone? Why route customers to a local store who has no knowledge of the order or how to help??

  Business Response

  Date: 03/27/2025

  On March 27th,2024, a Customer Relations Specialist contacted Ms. Hunt regarding her order concerns. As we take these complaints seriously, we will continue working with Ms. **** to find a resolution. 

• Initial Complaint

  Date:03/26/2025

  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.

  I purchased two mattresses and the incline bed frames. This was done January 9, 2025. After February 14th, I informed my sales lady that the mattresses were too firm and not like my previous purchase. She asked me to wait longer which I did. Beginning of March I asked for new mattresses which were supposed to be delivered a few weeks ago. Instead, the mattress firm truck pulled up and a gentleman came to tell my wife and I that he didnt have the mattresses. He said the warehouse sent him out to tell us. Why would Mattress Firm waste money and send this gentleman out to have to tell us? Using all the company gas and humiliating this young man to have to stand before us and tell us he didnt have the mattresses. A simple phone call would have been sufficient. Today, the mattresses were scheduled to be delivered for a second time and no one has showed up. I called and talk to the Buckhead store and they said theyd call back - nothing but crickets all day. I took off work today for the delivery and they didnt show. Whos going to pay my $78 an hour salary for these 8 hours ($624.00)?This has been a mess. People say theyre going to call back and never do. As a ***************** Veteran, Im very disappointed in the service I have received. This is terrible!

  Business Response

  Date: 04/08/2025

  Mattress Firm is in receipt of the complaint filed by Mr. ****** We have 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. ***** need additional assistance, they may reach back out. 
  
  

  Customer Answer

  Date: 04/09/2025

  [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:03/25/2025

  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.

  Purchased a mattress March 18, 2025 for delivery on March 25, 2025. Mattress Firm makes it incredibly difficult to immediately get ahold of anyone to resolve issues on current orders (but certainly makes it easy to contact someone to place an order). March 25, 2025, I received a message saying "Hi! I am the delivery manager with Mattress firm. I want to help p***are you for your delivery today. Services will be provided based on the level of service on your order. Please ensure path is clear and the room is p***ped prior to arrival for delivery. Please note we do NOT disassemble/move furniture. Haul away service is one set per delivered. We hope to receive a perfect score from you of a 10 on the survey for question #1. Thanks & have a great day."I was home all day waiting for the delivery. I tried responding to the number that asked for a perfect rating on the survey during the day when the delivery window passed and HOURS later they just told me that they "attempted to deliver" (but apparently they didn't bother to try knocking on my door) and I need to contact my sales *** (the website?) to reschedule. I tried to call the number on the website for customer service **************, it says press any number to continue and it immediately disconnects.

  Business Response

  Date: 03/27/2025

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

  Customer Answer

  Date: 04/01/2025

  [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:03/20/2025

  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 was misled by Mattress Firms sales representative regarding their return policy, which was not clearly explained. When I attempted to return the product, I was told I could not do so, despite the salespersons assurance at the time of purchase that I could return it. He also stated that the mattress and base would fit my platform bed and it did not at all, he also claimed that 2 TwinXL was the same a king size bed and this was not accurate either. there was a huge gap.The delivery service provided by Mattress Firm was highly unsatisfactory. The delivery team arrived late, and the item was not properly set up in my home, leaving me to deal with the inconvenience. Additionally, when I went out to try and stop them from leaving they just ignored me got in the truck and left.Attempts to Resolve:I have made several attempts to resolve this issue, including contacting the store multiple times. I have not received a satisfactory resolution. The responses I have received have been unhelpful and have caused significant frustration.

  Business Response

  Date: 03/20/2025

  We are in receipt of Mr. *************** Better business bureau complaint. As we take these complaints seriously, we will continue working with Mr. ******* 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:03/19/2025

  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.

  Made a purchase of two mattresses in store on 3/18/25, wanted to cancel the order the next morning, the store refused, and I contacted the headquarter, they wouldn't cancel it either and had me to wait for the response from the store (which I have already contacted). They don't seem to be willing to cancel it.

  Business Response

  Date: 03/20/2025

  We are in receipt of Mr. ****** Better business bureau complaint. As we take these complaints seriously, we will continue working with Mr. **** to find a resolution. The guest was provided with the contact information of the handling specialist.
  
  Should the guest have any further questions, they can contact their Specialist directly