Mattress Firm Dallas Mansfield — Hotel in Mansfield

Update......Megan called and said they had made arrangements to take the mattress back for a refund.

I purchased a mattress from the Mansfield store on Nov. 2. It was delivered on Nov. 3. We slept on it a couple of nights and decided pretty quickly that we were going to return it for a full refund. It was not what we were hoping for, for the amount we spent on it. On Nov 6 we had a bedroom set delivered from another vendor. When placing the mattress on the bed frame one of the delivery guys accidentally tore off the mattress tag. The mattress was very large and heavy and the struggled with it. I called the Mansfield store to see if the tag torn off actually voided the return policy. Shaun said he would make some phone calls and call me back. I did not hear back from Shaun. I stopped into the store the next day and talked with another associate. He told me to sew it back on. He said they would take it back and set up a pick up time for two days later. The pick up never showed up and never called. I called the Mansfield store again and talked with another associate who again set up a pick up time and day. That day came and went and no one showed up or called. I called the store again and was transferred to Megan. Megan stated that they would not take back the mattress because it was "damaged". It was less than a week old mattress. I understand the tag had been accidentally tore off by a delivery person, but Mattress Firm is now calling it damaged and sticking me with a $4800 purchase that we are not happy with. I cannot believe Mattress Firms response to taking back a mattress that is less...

Update 8.3.25: Sooo Robert the store Manager was determined to make this right! He communicated strongly to his supervisors that this was not up to the standards of Mattress Firm! He did this while on vacation working to help fix my situation. I must admit that they came through with a satisfactory resolution. I am changing my initial review of 1 star mainly due to a faulty base to a 5 star mainly due to the unwavering customer service Robert provided to resolve the matter. It is my understanding that Mattress Firm will not recommend the base I purchased in combination with the mattress I purchased.

-Feeling Heard & Satisfied

7.19.25: Do not purchase the Sleepy Elite adjustable frame. The vibration sound is unbearable. The store manager Robert tried to assist me, however the district manager and area vice president stated the loud vibration sound is normal. I am shocked that a company who stands on being the "Sleep Experts" would not exchange this faulty product. The resolution was for me to purchase another frame and to sell the first on on FB market place. The audacity! I am extremely frustrated after spending over 7 grand in this store and this is the result. I even purchased the insurance! What a shame, what poor representation of a multi-million dollar company. I wish I could upload the audio so you could hear. Even a brilliant poet would not be able to describe the ridiculously annoying loud sound I should hear after a day's work while relaxing.

Super Frustrated &...

Looking to buy a new bed? I highly recommend working with Robert Skaggs at Mattress Firm!

My husband and I recently went bed shopping, and we were fortunate to be assisted by Robert Skaggs. From the moment we walked in, it was clear that he genuinely cared about finding the right fit for us, not just making a sale. He went above and beyond, dedicating his time and effort to truly understand what we were looking for, asking thoughtful questions about our comfort preferences, lifestyle, and long-term needs.

What impressed us most was his problem-solving ability. When certain options didn’t quite match what we had in mind, he didn’t stop there. He made everything right! His professionalism was unmatched; he treated us with kindness and respect, making the process not only stress-free but actually enjoyable. It’s rare to find someone who combines knowledge, care, and true dedication to their customers, but Robert Skaggs does exactly that. We left feeling confident that we made the right choice, and it’s entirely thanks to the extraordinary service he provided. We will absolutely be recommending him to friends and...