Mattress Firm Layton Crossing — Hotel in Layton

UPDATE: The manager, Shae, reached out and was 1000 times more helpful than Mattress Firms warranty department. Hopefully with her help we can get some resolution.

Title: Disappointed with the Durability and Warranty Support from Mattress Firm

My experience with Mattress Firm has been nothing short of frustrating and disappointing. In late 2019, my partner and I invested in a Purple Hybrid 3 mattress, expecting a premium sleeping experience. However, what we received fell far short of our expectations.

Within a relatively short period, our mattress began exhibiting numerous issues, including bulging, squeaking, popping, and sinking. These problems significantly impacted our sleep quality and overall comfort. Despite purchasing the additional cover, which we were assured would protect the mattress, it proved ineffective in preventing these issues from arising.

When we reached out to Mattress Firm's warranty claim department seeking resolution, we were met with nothing but resistance. Shockingly, our claim was summarily denied on the grounds that we had actually used the mattress. This absurd rationale completely contradicted the assurances we had received at the time of purchase, leaving us feeling deceived and betrayed.

Adding insult to injury, our attempts to seek assistance from Purple Mattress directly were thwarted, as they pointed us back to Mattress Firm's claims department due to the mattress being purchased from a retail store. This passing of the buck only served to exacerbate our frustration, as it became evident that neither company was willing to take responsibility for the substandard product they had sold us.

For a mattress that cost us a substantial $4100, one would reasonably expect a higher level of durability and customer support. However, our experience with Mattress Firm has shown that they are more interested in shirking their responsibilities than standing behind the products they sell. As a result, I cannot in good conscience recommend Mattress Firm to anyone seeking a reliable and reputable provider of...

You know how they say the customer is always right? Mattress Firm doesn’t believe in this policy. They literally believe the opposite.

The sales rep was great. She was very knowledgeable. When I got my mattress though, I thought she had been deceptive to me. I had bought a medium/soft mattress and this one felt like I was laying on a hardwood floor. Hard as a rock. I thought it was deceptive sales tactics. Turns out, the manufacturer put a medium tag on a hard mattress. It only took 28 days, AMPLE and OBVIOUS evidence, 10 customer service reps, tweeting at them, and 3 managers, for them to finally agree to swap out my mattress. But they blamed me and said it was me just not wearing it in enough. Every phone call I was on, they acted like my concerns weren’t valid concerns. They asked me to jump and walk on my mattress for 10 minutes a night to loosen it up. And to heat my room up to loosen the foam. What kind of company asks you to jump on a mattress for 30 days before considering switching it out? They also refused to let me bring it back to the showroom to show them how rock-hard it was.

They delivered the new one today, it’s soft and bouncy. It feels like a pillow, not a rock. And the guy who delivered it literally said, after he picked up the old one, “yeah, that’s the wrong mattress”. They had different firmness, different weight, and different heights. Literally a manufacturing error on their part; they put a soft tag on a hard mattress. And they denied it on every single call.

If you get the right mattress, hopefully it’s a 5 star experience. But if you end up in a situation like mine, your life will suck for a whole month. Literally the worst customer service I’ve ever dealt with. One guy even told me that that kind of error doesn’t happen. What a nightmare. I’d recommend to stay clear from them...

I have had 29 back surgeries and the most recent was also the biggest. I had a fusion in September. I bought a mattress less than a year ago, but since my surgery, it has become painfully (literally) obvious that it was not good for me anymore. I went in on 25 January and Rex Harrison was working. He listened to my story and I told him what I could afford. He showed me what he would recommend and had me try all of them. He never once rushed me or tried to sell me on one particular mattress. I found one that I liked, but it was not available and he took my information and told me that he would call me if anything like it happened to come up. I was called by him yesterday and he was at the Logan store. He told me that he had found one of the ones that I liked and he was able to get it within my budget. I know that he works on commission. I know that he likely sells many mattresses full price and that he probably didn't earn much on this sale. But HE is what makes the buying experience worthwhile. He was attentive, authentic, and not pushy. I don't know who his manager is, but should you read this, Rex is a VERY good face for your company and is the reason why I will continue to shop at...