Mattress Firm Emeryville Powell Street Plaza — Hotel in Emeryville

I have had an incredibly horrible experience not only with this location but with Mattress Firm as a whole and will not be purchasing from them again, here’s why:

In a nutshell, I moved into a new place and went to purchase a new mattress from Mattress Firm; my credit card was charge twice for the purchase (a very large amount) that the sales person Boris ensured me did not happen. Irregardless of how much the mattress was, any issues with one’s money especially while pay insane moving costs is super inconvenient. Once the double charge posted to my account, I went back to the store to inquire about the refund process, of which the sales person April was unsure of what happened, said she would reach out to corporate and asked me if I could come back or if she could call me because “she had other customers in the store.” I’m a customer too right? I filed a dispute with my bank and received the money back. Additionally, that same night I inquired about Mattress Firm’s price match policy because I found my same mattress on another website for $500 cheaper. My gut told me to just cancel my order and purchase from the other site but it was a much longer wait for the mattress from the cheaper site. I got the run around about the price match policy which they did not honor but is clearly stated on their website. Instead I downgraded my mattress to the cheaper but similar option and was given a refund for over $500. After two weeks, I still have not received the refund. The only way you can contact corporate is to send and email or talk to a bot via the chat function which is a joke. I reached out to corporate via email and they sent me back to the store to ask the sales person where the refund is, huh? How does corporate not reach out and try to solve this issue immediately?? I emailed back and asked corporate to escalate the situation, but of course I have not heard back. I later spoke to a different sales person who informed me that he has heard this from many customers and it reaffirmed what I have been dealing with.

So basically no one knows where the refund is, I have called and emailed so many people and literally the money disappeared into thin air. So I’ve had to file yet another dispute with my credit card to try and get my refund back.

I will never purchase from Mattress Firm again, this entire process has been incredibly stressful and frustrating, so much so that if the mattress doesn’t sleep well or is defective I will simply just throw it away to avoid dealing with them again. I’m super disappointed because my first experience with them 3 years ago was seamless. Shop at your own risk. And the star is for the amazing delivery staff that brought the mattress,...

Went to mattress firm yesterday just to look. Loved the selection. I’ve had a tempurpedic bed for the past 15 years and wanted to upgrade. They have a great selection of tempurpedic beds to test out, but I went with a Beautyreat Black Hybrid. The staff were great. I wanted time to explore the mattresses by myself and they left us alone no problem. When I had questions about pricing they were prompt with getting me a quote. Really appreciate how I didn’t feel pressured at all the entire time. Walked out with a quote and told Andy I’d think on it and call him.

Andy also let me know about their price match policy. I won’t the night looking for comps and reading reviews but I do feel like MF has really competitive pricing. Andy and I emailed a bit then I called this morning to go over my short lift with him and al his advice. He really helped me weigh pros and cons on tempurpedic (highly rated, low return rate, but hot), the Beautyrest Black, and Stearns and Foster beds I liked. While on the call he even hopped on the beds and tested out how side sleeping felt on our top two. He made me feel confident about my choice.

They have great sales right now and the special financing offer was good. Can’t wait for my new bed and adjustable base. Thank you...

Absolutely worst experience and worst customer service. If they ever try to sell you an adjustable base, say NO! The first week they called us on the day of delivery to say that they messed up on their scheduling and couldn't deliver to us. The next week they deliver the mattress and adjustable base BUT they did not include the owners manual AND did not include the hardware needed to assemble the adjustable bed or even bring their own tools. We then wait another week because apparently we cannot get a refund unless it is "broken" (an adjustable base with no mounting hardware is considered broken to me). They then show up the following week with tools this time... but NO MOUNTING HARDWARE. Very disappointed at the poor communication and lack of respect for the customer (one of the delivery guys were on the phone with their supervisor laughing at the fact that they messed up on their end, extremely unprofessional) This experience not only wasted a complete month of Saturdays waiting for Mattress Firm to ATTEMPT to correct this issue but the overall experience was completely frustrating and unnecessary stress to say the least. We will never buy from Mattress Firm again and we encourage you to...