My Experience With Mattress Firm -- Buyer Beware…read more
Let me tell you where this nightmare began.
On May 23, 2026, I went to Mattress Firm in Lakewood, California, because I was ready to replace my 17-year-old mattress. I wanted a specific mattress and adjustable base.
Initially, the salesman seemed almost uninterested. There was no aggressive sales pitch or pressure to buy the most expensive option. He let me look around and choose what I wanted. I was told delivery could potentially be within 24-48 hours.
I decided to shop around first, but eventually contacted the salesman by phone, and he placed my order around May 25.
That's when the experience changed.
Based on his recommendation, I applied for a Mattress Firm credit card and was approved. I placed the order and was initially led to believe delivery would be within the 24-48-hour timeframe I had been told. Then, after applying for their credit card and placing the order, I was suddenly told I would have to wait until June 28.
I was extremely frustrated. Had I been told upfront about a month-long wait, I could have made a different decision. Instead, it felt like I was given one set of expectations to make the purchase, only to have the rules change afterward.
At that point, I had already applied for the credit card and placed the order, so I decided to wait.
June 28 came and went.
No mattress. No delivery. No meaningful communication.
I contacted the store, but the employees were of very little help. They either didn't know what was happening, couldn't provide answers, or couldn't get basic information about an order they had sold me.
At my assistant's recommendation, she contacted several other Mattress Firm locations. Amazingly, those stores provided more information than the store where I purchased the mattress.
I was told the mattress had reportedly been out of stock for months, availability was hit-or-miss, and inventory was first-come, first-served. I was told Mattress Firm would contact me once it became available.
Sure enough, on July 5, I was contacted and given a July 8 delivery date.
Guess what happened?
July 8 came and went, as did July 12.
No mattress. No meaningful communication.
This cycle continued several more times.
Eventually, nearly two months after placing my order, the mattress was finally delivered.
You would think that would be the end of the story.
It wasn't.
ONE DAY after receiving the mattress, I had to make a warranty claim.
The retention bar at the base of the bed, which is supposed to keep the mattress from sliding forward, doesn't properly work. It continuously pops off. So now I'm dealing with another appointment for Mattress Firm to send someone out to inspect the problem.
Another frustration: the people they sent out apparently had very limited English and didn't seem to understand why they were at my home or what they were supposed to inspect.
At this point, I've had enough.
I've spent more than two months trying to get someone at the management level to address these problems. I repeatedly tried to reach the district manager, but nobody could seem to get me in contact with him.
Eventually, the district manager, Manny, finally returned my call. He apologized for being unavailable for the previous two weeks.
I explained that he should consider himself fortunate that I happened to be in the middle of a meeting when he called, because after spending two months trying to reach him, hearing that he had simply been "out of the loop" for two weeks was incredibly frustrating.
Two weeks? I've been trying to reach you for two months.
That's not management. That's a complete failure of communication and accountability.
What bothers me most isn't simply that the mattress was delayed. Things happen. Inventory problems happen. Deliveries get delayed.
What I cannot accept is the constant lack of communication, conflicting information, excuses, and inability to take responsibility.
Every time I needed an answer, I had to chase someone down. Every date I received came and went. Every person I spoke to seemed to know less than the person before them. And when I finally tried to escalate the situation, it took months to get someone in management to return my call.
So, buyer beware.
Maybe other people have had different experiences with Mattress Firm. But based on MY experience, this will be my first and only purchase from Mattress Firm.
I have no confidence in the information I'm given and don't feel comfortable spending money with a company when I have to question whether what I'm being told is true.
Imagine spending several thousand dollars on a mattress and adjustable base, waiting nearly two months to receive it, and then discovering the adjustable base doesn't properly work.
The product may eventually show up. Customer service, communication, accountability, and management should show up too.
Unfortunately, in my experience with Mattress Firm, those were the things consistently missing.
