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

  7130 N Academy Blvd Colorado Springs, CO 80920-3185

• 

  Mattress Firm

  1795 E Cheyenne Mountain Blvd Colorado Springs, CO 80906-4030

• 

  Sleep Train Mattress Centers

  6840 Five Star Blvd. Ste.110 Rocklin, CA 95677

• 

  Mattress Firm

  2100 Arden Way Ste.215 Sacramento, CA 95825

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:05/20/2025

  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.

  [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.  
  
  
  
   
  

  Business Response

  Date: 05/22/2025

  A corporate escalations specialist was able to reach out to the guest and facilitated an amicable resolution. We believe that no further action is necessary at this time. Should ****** require any additional assistance, he may reach out to us again.

• Initial Complaint

  Date:05/20/2025

  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.

  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 5/20/2025 and assigned ID ********.
  
  Regards,
  
  plaint with the ***. We are looking on line and there are a lot of complaints about failing mattresses and would like to see if someone is starting a class action lawsuit on failing mattresses and for not following the law under the ********-**** Act.

  Business Response

  Date: 05/21/2025

  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:05/15/2025

  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.

  [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.  
  

  Appreciate your action in helping us. Thank you so much
  
  
   

  
  er 30 minutes of delivery we checked the mattress protectors size & it was short like 14.5 inch whereas we ordered 15" mattress & when we checked the actual size of the mattress then it was 12" and we were in complete shock about deception & misleading information at the time of sales.I immeditely called the store within 1 hour of delivery & went to store but they were rude & asking for $250 for return whereas size was their responsibility to check & to send correct size. We are returning customer of ********************** & this was our 2nd purchase but we were dealt with ************************ want you to adjust price or take the mattress back because we havent used it yet. I hope someone will take action & do the needful. Thank you *******

  Business Response

  Date: 05/21/2025

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

• Initial Complaint

  Date:05/04/2025

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. 

  I was provided their franchise owners numbers and told I would be contacted but have not been contacted and this issue has not been resolved.

  Regards,
  
  
   

  
  

  Business Response

  Date: 05/05/2025

  This complaint is with a franchise market, not our corporate Mattress Firm. Mr. ********* was updated with the correct contact information to resolve her issue. 

  Business Response

  Date: 05/14/2025

  Mattress Firm has received the complaint submitted by ********* *********. A Client Advocate Specialist has connected with her and clarified that the purchase was made at a franchise location, which operates independently and is not affiliated with the corporate Mattress Firm company. We have provided Ms. ********* with the contact information for the store where the purchase was made and encouraged her to direct her concerns to that location for further resolution.

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

  
  

  Customer Answer

  Date: 05/22/2025

  [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 received the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory as the Franchisee has already reached out and provided a refund.  
  
  
  
   
  

• Initial Complaint

  Date:04/30/2025

  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.

  4/29/2025 BBB I am 80 years old and fell and broke my hip...a few months ago, and had to have a complete hip replacement. I am having a problem getting out of bed, and decided, that I needed to purchase an adjustable bed base to help me. I am a widow recieving Social Security, and have limited funds. I searched for a reasonable priced one, which I found online. I purchased one for $274.. with an extra set-up fee of $82.49 ...for a total of $386....on 2/10/2025 from Mattress Firm online.. I had it for about 2.5 months, when the motor stopped raising up and down, and stuck at a certain point. I see the invoice does not say/No Refunds.... except on the delivery...I really needed one to get out of bed, so I went to Rooms to Go and bought one...It is more expensive, but with an extended Warranty. I need my refund to pay toward the purchase of my new one. I hope you can help me, since that brief period is not worth the $382. Thank you very much, ******* ****** ******** ********************************************** ************ ************************

  Business Response

  Date: 05/06/2025

  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. 
  
  

• Initial Complaint

  Date:04/30/2025

  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.

  Hello,Im reaching out regarding a Purple mattress I purchased through Mattress Firm (location: *******************************************). I recently submitted a warranty claim through them due to significant structural failure of the mattress including detached coils, torn foam, and grid separation. Despite this obvious internal damage, Mattress Firm denied my claim based on a small, superficial surface ******** you can see in the attached photos:The internal components are visibly damaged and no longer provide proper support.The surface stain is minor and clearly unrelated to the core failure.According to Purples warranty terms, defects in materials and workmanship are covered. This issue appears to qualify, and Im requesting that Purple directly review this claim, as the denial from the retailer does not reflect the true condition of the mattress.Please advise on next steps or escalate this to the appropriate warranty resolution team. I am happy to provide further documentation if needed.Thank you for your time,******* ******

  Business Response

  Date: 05/03/2025

  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.

• Initial Complaint

  Date:04/29/2025

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  ******* from Mattress Firm called and told me to purchase a bed topper for my bed because they will not be replacing it,  I said I paid ******* for a new bed that is making my chronic pain worse and you want me to go spend more money. These people do not care I told her about them dragging my mattress in my house and it wasnt wrapped probably used she dodged the question saying elite mattresses are always new, this girl was coughing in the phone unprofessional and basically said mattress firm will not be helping me, I said why did you call me then , she said well we always call everybody I said I see you have a lot of complaints with BBB she did not care. I am sick over this and dont understand how people can get away with this. How is this company still in business. 
  
  Regards,
  
  ****** Goodrich 
   
  ****** the Manager. I received a text on Jan 21 asking me about my purchase, I messaged back saying I am not sleeping well, still sweating and hate the pad remote for frame can't figure it out, so have not used it , very unhappy! He messaged. back saying I purchased the coolest bed available would I like to stop in the store to show me the base tablet and how it works. Also how they don't exchange pillows or adjustable bases I could exchange the mattress for the same but medium hybrid with springs everyone that works there owns it, I said then why didn't **** show me this one, no idea. SO when I went in there I told the *** the Manager about all my health problems. he said give the mattress I have more time I still had a month and a half. I can print all the massages. On 3/18 I exchanged the mattress it wasn't wrapped 2 kids dragged in it I said what d o you do with the old mattress he said sell it. My neck and Back are worse and I am drenched in sweat. They refuse to do anything!

  Business Response

  Date: 04/30/2025

  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.

  Business Response

  Date: 05/13/2025

  We are in receipt of Ms. ********** Better business bureau complaint. As we take these complaints seriously, we are continuing working with Ms. ******** to find a resolution.
  
  Should the guest have any further questions, they can contact their Specialist directly.

  Customer Answer

  Date: 05/22/2025

  They agreed to refund all my money once they receive all items, they pick up date is scheduled for Friday may 30.
  
  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:04/26/2025

  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.

  [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. Thank you all for your help!
  
  
  
   
  went to the store to report the issue. Unfortunately, the associate I spoke with did not take the time to look up my account. He simply directed me to file a claim online. Upon attempting to do so, I discovered the policy excludes preowned mattresses. Additionally, I never physically saw or signed for the delivery of this mattress. The delivery was scheduled between 1:30 - 3:30 p.m., but the team called and demanded to deliver it earlier. I informed them I was just 10 minutes away from home, but they firmly stated they could not wait and would consider it a refusal if I wasnt present. Under pressure, I agreed to have the mattress dropped off inside my home and remotely unlocked the door via my phone. The mattress was delivered with no one home and no delivery signature on file. As a first-time homeowner, I made what I believed was a smart investment based on a positive past experience with this brand. I hope your company will stand behind its product and make this right.

  Business Response

  Date: 05/01/2025

  On April 28th, 2025, a Corporate Escalations Specialist contacted Ms. ******* regarding her warranty concerns. An agreed resolution was able to be agreed upon. 

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

  
  

• Initial Complaint

  Date:04/25/2025

  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.

  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 4/25/2025 and assigned ID ********.
  
  Regards,
  
  ty as they stated i need five feet and five slat. What ********************************************** Warranty is only valid for the original purchaser of the mattress and foundation set, and only covers manufacturing defects in a mattress or foundation when the set is subject to proper handling and normal use in conjunction with a bed frame that provides Continuous Support. To provide Continuous Support, a Queen or King frame must have 1) a rigid bridge bar with a supporting leg and 2) at least 5 legs, or 5 equally spaced hardwood cross-slats (see examples below). Replacement of one piece in the set DOES NOT guarantee replacement of the other piece in the set. Zip-off mattress covers are warranted for the first 2 years from A) manufacturing defects and workmanship flaws of the zipper and seams B) tearing of fabric under normal use

  Business Response

  Date: 04/29/2025

  ******* has been contacted and we are working with him to achieve a resolution which is in accordance with the information outlined in the Manufacturer's Warranty Guidelines.

• Initial Complaint

  Date:04/24/2025

  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.

  On 04/21/2025 I initiated a warranty claim for my mattress since I could feel the springs when I sleep and the mattress was drooping. I submitted the claim like Ive done before and took the necessary pictures. Usually a few days after that Ill get a letter saying my claim was approved and I can go shop for a new mattress , but not this time! I get an email from customer service 04/22/2025 telling me they dont know if I qualify for a warranty replacement credit at this time. Excuse me?! I literally took all the pictures needed to process this claim! No one wants to sleep on springs or feel drooping in their mattress. I just feel like Im not being valued and honored as a customer.

  Business Response

  Date: 04/24/2025

  We are in receipt of ***** ********* Better business bureau complaint. As we take these complaints seriously, we will continue working with ***** Manning 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.