Mattress Firm Outlet - Sebring Plaza — Hotel in Sebring

I appreciate this opportunity to share a phenomenal experience from the first call, to walking into the showroom, and to signing on the dotted line. If you are looking for a no pressure, an informative/knowledgeable expert, a product of quality, and something for everyone’s budget make it a priority to visit Mattress Firm Clearance Center Sebring Plaze on Hwy 27. The manager (Adam) is personable but the best thing about him is his ability to be a company man while assisting each customer to meet their goal: acquiring a better night’s sleep! After buying one adjustable base and a king mattress, I returned to buy another adjustable bass with a Tempur Pedic queen mattress. The only fault I have found with the queen mattress which I bought for myself is … sleeping until 11:00 in the morning might be a problem for those who work!!!! Mattress Firm doesn’t stop at your purchase, delivery was quick and efficient. Alex and Chico were pleasant, prompt, considerate of my questions, and responded with grace. I give the total experience from my initial call to setting the height of the bed to accommodate my desires a ten. Ten is the highest score I can assign to my experience, but the team that provided me with excellent service receives a score of thirty, giving each...

I came in the store to compare products/price I informed the salesperson Adam who by the way delivered excellent customer service to me, that I was going to 1 more store just to compare. Upon entering the other store I was not immediately greeted, the salesman acted as if I was bothering him, and he was not knowledgable about the mattress he was selling. Furthermore, there was false/misleading advertising going on they had a Sealy advertisement on the bed so immediately the consumer would think it was a Sealy mattress but instead it was an off brand name INTERNATIONAL Bedding (Never heard of this company) However, the mattress/box spring/delivery was all cheaper than The Mattress Firm Company " but the service was terrible! I exited the store got in my car and immediately called the The Mattress Firm co. I told Adam that I was at another store and that they were cheaper than his store he continue to be professional and polite and thanked me for coming in. I then told Adam due to the excellent customer service and knowledge of the products he exhibited during my visit made me choose his store to purchase my mattress from. It was a great customer experience and I felt comfortable spending my hard earned money at The...

I purchased a Purple Hybrid Premier mattress from Mattress Firm in November 2021. Within 4 years, it developed deep sagging well beyond warranty standards.

I submitted a warranty claim twice. Both times Mattress Firm refused to honor it:

First, they denied coverage with excuses that didn’t apply.

Then they tried to brush me off with a 20% coupon, later offering only a 50% store credit instead of the warranty replacement I am entitled to.

Mattress Firm blames Purple, claiming the warranty is void because of “fire sock” damage. Yet Purple’s own published warranty never lists this as an exclusion. The only caution is against removing the outer cover “to assess” the mattress, which I never did. My cover is intact, and my photos show the issue is sagging — exactly what the warranty covers.

This is not customer care — it is stalling and denial of a valid warranty. Mattress Firm and Purple are failing to uphold their obligations under their own warranty policies.

Consumers beware: once they have your money, expect excuses and coupons instead of service. I will be escalating this case with the BBB, state consumer protection agencies,...