Mattress Firm Key West — Hotel in Key West

Horrible Customer Service and Shady Practices

If you’re in Key West and considering a mattress, DO NOT USE Mattress Firm. I deeply regret my experience with them.

I purchased a mattress under their 120-day satisfaction guarantee, but when I tried to return it, they refused to honor their own policy with baseless excuses. They falsely claimed my mattress had pet hair, was ripped, and had been left outside. None of this is true—I have proof. The mattress was perfectly fine, and I only placed it outside for 10 minutes before the pickup, solely to save them time and avoid having the delivery team enter my home. Yet, somehow, I’m the bad guy.

Their refusal to honor their return policy and their unprofessional handling of the situation left me without a refund and a sour taste for dealing with big businesses like Mattress Firm.

If you want respectful, reliable service, skip Mattress Firm and go local. I highly recommend Just Beds, a small Key West business that treats its customers with the respect they deserve. Don’t make the same mistake I did.

EDIT: @Christopher - remember what I said about assuming! PLEASE DO post the pics, for i have time & datestamped pics of my own id LOVE to share...

Beware, Beware, Beware. I bought 2 king mattresses in October 2023 at the Key West store, I had company coming in, in 2 days and needed the beds. It was around 4:00 and I told the manager/salesman I'd measure and be back the next day, he said he only had 2 kings in stock and they could very easily be gone so he urged me to buy on the spot. I was concerned so I bought them and paid for them and told him I'd pick them up in the morning and he said no problem. The next day at 9:00 a.m he called to tell me he left at 5:00 and put them aside but no sold tag on them and the other salesman sold one and they took it with them. He couldn't get another till Friday and I needed them for Wednesday. He kept apologizing, which did me no good, I kept saying, "so what should I do, have them sleep on the floor for 2 nights". He then called back and said he'd deliver a queen and then swap out on Friday. But I was done by then and went to their competition on Flagler Ave. got a great deal and great service and had my beds Wednesday but with a ton of unneeded stress! Unfortunately I would not recommend mattress firm under any...

We had a great time picking out our new 5k investment for great sleep, thanks to sales associate Jimmy. Super knowledgeable with 20 years experience! I can’t give it a five star rating bc we haven’t received our bed yet although it’s scheduled to be delivered just days after we placed our order. Otherwise we were not rushed and jimmy was giving pointers based on our needs for comfortable sleep and our sleeping postures. We are key west locals and jimmy was doing everything in his power to toss in every discount and freebies that he could. We hope when it’s time to buy our next bed for our guest room Jimmy is the guy to help us! We had a terrible experience with Sears and in comparison they blew them out of the water. I’m pretty sure when the bed is delivered we would be giving a five star review. Idk what else jimmy could’ve done to help or make us more aware of our wide selection of options. Thanks mattress firm and jimmy! Cheers to a good nights rest! 😴😴😴😴☺️👍🏻👍🏻 And the...