Mattress Firm Outlet - Matthews Township Parkway — Hotel in Matthews

I Spent $9,000 on Mattresses – And All I Got Was a Backache and the Runaround

I originally purchased two Queen-size mattresses for $1,500 each from this store — expecting decent quality for the price. Within months, both developed noticeable sagging. I reported the issue, and the store offered a replacement with a more expensive model — but I had to pay an additional $1,500 out of pocket to upgrade.

Unfortunately, the upgraded model sagged again within a month.

At that point, I decided to invest in what I thought would be a permanent solution — I purchased the most expensive model they had in stock: two Queen-size Beautyrest Black mattresses, totaling over $9,000. It felt like a serious investment in health, sleep, and peace of mind.

And yet — both mattresses have collapsed again. Each has body impressions exceeding 2 inches, creating a deep sag in the center and making sleep miserable. I measured using a straight metal edge and a tape measure — the difference between the sagging and normal areas is obvious and undeniable.

I contacted the store again, hoping for a replacement or refund. Instead, the salesperson told me to deal directly with the manufacturer. I then contacted Beautyrest/Simmons, and they told me that warranty claims must go through the retailer. I'm now being bounced back and forth, with no resolution in sight — just frustration.

At this point, I feel like a fool who wasted $9,000 and still sleeps on sagging, uncomfortable mattresses. This is not just about the product — it’s about zero accountability and complete absence of customer service from both the retailer and the brand.

I share this so others can make a more informed decision. High price does not mean high quality, and in this case, it clearly doesn’t mean high...

I went in to look at getting a new mattress. I have had mine for 13 years and it was due time. I told my girlfriend we are going in to look and I don’t want it talk to a salesman just yet. I’m actually a salesman myself. Christian came up to us immediately. Granted us. Was professional. Asked what we were in for. Immediately took me to a bed to lay down as a good start after he asked me some questions about what exactly I was looking for. He was informative, educated us and listened as well. Hard to come by sales man who want to listen and aren’t trying to get you into something you don’t want. I found my bed on the 3rd try. I knew it as soon as I laid on it. Then Christian explained why this one is the best but not the most expensive and I can appreciate that. He tried to lock me in while I was there but explained I needed to think about it. He didn’t push me after that and understood. Another quality trait. I can back the next day as promised and bought the mattress and adjustable frame. JB (if I got his name correctly) got me my paperwork. Explained everything. Was thorough and friendly. Again it’s hard to find great people in sales and even in the world these days.

I hands down would recommend this group to anyone. Pleasant, informative and professional. If you’re looking for a great bed and want options this is the place to go. Thank you gentleman for your time. I look forward to my new bed. Keep up the great work it won’t...

I recently became licensed to be a foster parent, so I went to Mattress Firm in Matthews to get beds in preparation for our kids. I knew that Mattress Firm has a great program set up to provide discounted pricing options for foster care families and I wanted to test out the beds before buying them online. Dylan was the sales associate who helped me, and he really ensured I had a great experience at the store. He was friendly and provided valuable insight regarding the mattress and box spring options, durability for long term use, and thoughts on which products would hold up the best to kids jumping on the beds, their warranties, etc.

When other customers called or came into the store, Dylan was able to take care of all of us without leaving anyone waiting too long or feeling unvalued. He helped me find beds that were affordable, have a 10 year warranty, and are comfortable enough that I would want to sleep on them. Delivery was great as well. The drivers were friendly, over-communicated delivery details & everything arrived on time & in great condition. I am so happy to have found the best of everything at Mattress Firm! I'm confident that the kids who stay with us will have a nice comfortable bed to sleep on and that it will last a long time, and I'm so happy that I didn't have to break my budget to ensure they could have that. I am so glad I went...