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Gregory of Dallas GA (09/14/06)
Was delivered wrong product twice, with no compensation.
No damage, no injury, just another case of very poor customer service.
Michael of Chapel Hill NC (08/16/06)
We ordered a Queen size mattress and box springs on Tuesday, August 1, 2006. The set was to be delivered the following day. However the salesman called later and said the set in the warehouse was damaged and it would be Saturday, August 5, 2006. The set was finally delivered then. However, the high profile box springs would not clear the stair well and the delivery man had me note that on the manifest. I called Monday, August 7, 2006 to reorder the low profile box springs. He promised that would be delivered later in the week. However, after repeated calls we still do not have a box springs as of August 16, 2006. Yesterday, August 15, 2006 Nan Burch spoke with Cricket at 1005am and Matthew around 2pm. Both promised they would investigate and call back. I did not hear from either one by 4pm. Michael Burch called at 415pm and talked with Drew, who first claimed he was the Mgr and then that he was the Assistant Mgr. Mr Burch insisted that we receive a box springs or that the mattress be picked up and our account credited for the full price. Drew hung up on him.
We paid $749.99 plus NC tax on the mattress set, plus $59.99 for delivery. We have been sleeping for two weeks on the floor because we cannot use a bed frame. We are both 59 yrs old. Mr Burch has hip and knee pain and Mrs Burch has MS. This arrangement has caused extreme physical discomfort and mental stress on top of the stress of moving.
Jody of Plano TX (08/03/06)
I selected a mattress. It was fairly firm and reasonably priced. I expressed to the sales person my concern for my shoulder comfort.
I tried a higher grade, also, 4-500$ more in price. Donny told me that I could take this mattress home. Their Comfort Guarantee gave me three months to return/exchange it. I asked about the price difference and a credit. No problem Donny told me. Their Comfort Guarantee protected me. Wow. Several others shoppers bought up, too.
After two days, I called to tell them that I was not sleeping. DAsha told me that they would not accept an exchange until after thirty days. I was not happy. I went in a few days ago to pick up my receipt, I'd never got it!
I told Donny that I wanted to exchange the mattress and be credited for the difference in price. He told me that I wouldn't be credited. When I told him that I'd like to return it, he told me I couldn't...
Very deceptive selling practice. I am furious. I believe I was scammed!!
I'm going to find someone to deliver this mattress and box springs to them.
I am unable to sleep and my back and neck hurt. This in turn aggravates my already sensitive shoulder.
Dan of Cherry Valley IL (01/10/06)
My wife and I purchased some mattresses from Mattress Firm located in N.E. Phoenix. We had just purchased a new condo and had a limited number of days to shop for furnishings before returning on a flight back to Illinois, our primary address. We purchased the mattresses with the conditions that the items would be delivered the day before our flight back home. Since we had an early A.M. flight scheduled, we could not take delivery at a later date. This purchase took place two days before our flight date. The day after our purchase we were called on the phone and told that one of the items purchased was actually not available for delivery. I returned immediately to the store where the sales clerk attempted to rectify the problem ( she was very nice and sincerely trying to help ). Unfortunately, nothing could be worked out and the items purchased could not be delivered until the day of our departure. I asked for a full refund and when the clerk was entering the information into her computer I asked for a copy of the credit document. I was told that only the home office could produce one and that made me very uneasy to leave a store that had my check in their bank from a sale that could not be completed, without any paperwork to show a credit. I had no choice since she could not produce any credit document for me. She told me to expect something in the mail within 30 days. That was in mid-September 2005 and it is now January 2006. Head office in Houston does not return my calls, does not answer my letters, and refuses to communicate with me. That seems like theft to me. I have had to obtain an attorney to seek recovery. As a business owner I cannot believe the treatment Mattress Firm has shown. It defies logic and good business practices.
My attorney has finally received communication from Mattress Firm and I am awaiting their answer at this moment.
Darla of London TX (10/04/05)
We bought a Queen Tempur-Pedic Mattress and Tempur-Pedic Queen Box Springs and a Queen Bed Armor Pad A Tempur-Pedic Pillow and a Queen Instamatic Legg. all for $3117.61 on 7/29/05 the day befor my back surgery so i would have a good bed to come home to we had a water bed. We were sold the bed and told it would be the best bed for my back. We had to use the bed 30 days to see if it would be good but after 3 weeks i was hurting so bad we started calling the company they would not return our calls we have been trying to get them every other day it is now 1 month and 2 weeks later we even went to the Regional MNGR and have not been called back.
I have a Inplant in my back to help with the pain but when i get up in the morning i cant walk or stand , i do not get a good night rest I have to take sleeping pills. I hurt more and more each day and I am afraid that i will use the battery up in my Inplant if this keeps on and have to have another surgery before the one is scheduled in a few years to put in a new battery.
Marvin of Ft. Worth TX (05/05/05)
In 2002 I purchest a Dalmore Queen size mattress from the above store at a cost of $920.07 (including delivery). In less than three years I had a problem with the mattress sloping from the middle to the sides. I went back to the store and conplained and was given some papers to fill out and mail in. I did so along with pictures of the mattress. Three weeks later I received a letter allowing me $560.00 credit. I then went back to the store and was shown a mattress (not of equal value) and I layed on it for about 30 seconds and said ok. The mattress was delivered and after sleeping on it. It was too firm so I went back to the store and asked to exchange it for a more expensive mattress and that I would pay the differance and was told no, the matter was closed. now I am stuck with a mattress that I cant used and out of the money. What happen to COUSTOMER SATISFACTION GUARANTEE. I still have all my paper work not that will do me ant good.
Loyce of Rowlett TX (11/08/04)
We did not have so much of a problem with Deborah except that when you walk into the Mattress Firm they tell you about the wonderful warranties they have on their mattresses and that they are the only place in town that can get the 15 yr warranty... Then you sit down to buy the mattress and you get told all the things that will void the warranty. (I am surprised that sleeping on the mattress does not void the warranty!) We bought the mattress anyway. We really took our time looking, testing, researching and making a decision. They had the mattress we wanted. Guess what, it wasn't in stock. Okay, we had to wait ten days - we could wait, we did. They came to deliver the mattress. Because the mattress had to go upstairs and it was a tight fit the delivery guys would not deliver the mattress unless we signed a paper saying that they were not responsible for the condition of the mattress and our warrantry would be void. Well after paying almost $3,300 we were not about to sign such a paper. We called the store. Deborah was not there but Tom was. Tom was a snoot and told us to just send the mattress back if we were not going to sign the paper. He could care less if we got the mattress or if we were a happy customer. So, we sent the mattress back. We paid cash, via debit card. Guess what, they could not credit our account immediately. They had to send an emailt to customer service who would then take a few days to process the paper work to get our account credited....We are not at all happy with Mattress Firm. We will not buy a mattress from them - EVER.
We have purchased mattresses from Sleep Experts and not only were our mattress delivered but we also got a thank you card from the salesman. Too bad they don't sell the mattress we want. Dillards does, so Dillards, here we come!
Frustration. Still do not have my money. I don't think Mattress Firm should be able to make the statements they do about their warranties. It is very mis-leading.
Diana of Lakewood CO (08/24/04)
My husband and I purchase a Sealy Mattress on 2/6/04. There are wires protruding from the corners of the mattress on the right top and bottom. The mattress has lost its shape. The mattress is less than 6 months old. The salesman told us there is a 3 year warantee on it. We never buy anything without a warantee. Now the company is saying that there was no warantee. The salesman lied at mattress Firm.
We are stuck for now with a $400 mattress set because the claims department said there was no warantee written on the receipt. I just want the mattress replaced. I am willing to file in Small Claims. This is Bull!
Reg of Mauldin SC (02/07/03)
I bought a mattress and box springs. After sleeping on it I was not satisfied so asked store to exchange it. They charged me for two deliveries plus a $70 handling fee which I thought was unfair. The problem here is that you don't know about these fees until it happens. Many stores don't even charge you for delivery.
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Ward of Phoenix AZ (01/12/02)
On January 6th of 2002 we purchased a Sealy ST1055S 2001 Dovenby mattress. It was delivered the following day. The first night I noticed a odd musty odor. Two days later the odor filled the room and I was experiencing an allergic reaction after a couple of hours of lying on the mattress. (this occurred to a lesser degree the first nights)
On Friday January 11 I contacted the salesman (he is not the issue)and I was informed that, we have experienced a problem with just a few of these mattresses, just a few. The problem is with the foam that was used in the manufacturing of the mattress. The manufacturer is throwing the entire batch out. We will replace your mattress. The salesman then suggested two options: 1. Have someone go through the warehouse and find a mattress that doesn't smell or 2. Wait until Thursday evening after a new shippment of foam comes in and a new mattress can be made.
Obviously, The Mattress Firm was aware that Sealy was having a chemistry problem with the foam and they still sold us the mattress. Hoping prehaps that we wouldn't notice? I have some knowledge of the chemistry used in making foam and I only hope this isn't what I think it is.
Is the very few problems the same as the few bad Firestone tires? Shouldn't Sealy and The Mattress Firm pull the products and/or recall them? How many defective mattresses have they sold?
In my older age, I suffer from allergies. This chemical triggers a reaction. I have sleep poorly for the past several nights and now anticipate a week without proper sleep. My profession as a business broker is a pressure job and sleep is a key component to my success or failure. My real concern is that the manufacturer and dealer are only reacting to consumer complaints and may be causing harm to others. Obviously now and continuing for the next several days, this chemistry will be present throughout our home and will remain long after the mattress is replaced. What is it, please don't tell me they still use formaldahyde in the manufacturer of foam. I have had some experience in the manufacturered home industry and that's what it smells like, musty.
Bud of Euless, TX, writes:
My wife and I were sold a Sealy Mattress that cost $1,000 by The Mattress Firm store in Dallas. One of the springs came loose from inside within 60 days after delivery. We called about the problem. We filled out the correct paperwork for the replacement. But when the swap was to take place, they would not accept the mattress because it had a stain.
We had the mattress (white) for under 90 days. What does a spring have to do with a stain...duh!! Where we are today is that now the warranty is voided and we are stuck with a $1,000 mattress and a bad spring. What do we do now? As usual the consumer takes a fall for a defect that happened at the factory or improper handling from the store.
Bud should try suing the store in Small Claims Court, where that stain may not seem so important.
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