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Mattress Firm (Corporate Locations & Office)

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Mattress Firm (Corporate Locations & Office) Reviews (176)

Hello, Thank you for sharing your concern with us. We have one of our specialists looking into your refund. Once they figure out what is going on we'll send you an update. Sincerely, Mattress Firm Customer Care

Thank you. We will reach out to you again soon.

On April 26, 2017, A Customer Relations Representative contacted Mr. Citron to address his concerns. Mr. Citron is requesting a pick up and refund due to his mattress is showing a 1” impression after only having the mattress since November 2016. The Representative offered Mr. Citron an instore credit of his purchase in price in the amount of $5,020.00, plus tax, the newly selected mattress and box springs could be of lesser value and the difference will be refunded. Mr. Citron refused the offer and asked for a discount on the bed. The Representative offered $1500.00, plus tax refund. Mr. Citron accepted the offer and a check refund will be mailed within 5 to 7 business days. As we take these complaints very seriously, we believe no further action is required. Should you need additional assistance please feel free to contact Kuina Craig at (516)-861-7503 or [email protected].

Hello, We apologize that you state the issue has in fact not been resolved. If you believe to have a defective mattress you'll need to start/ re-open a warranty claim. Our warranty department acts as and advocate to you in assisting you with your manufacturers warranty. We do have an option ( newly added) of an do-it-yourself home kit we can have mailed to you if that would be more convenient. Please give us a call at 866-942-3551.

Upon receipt of this complaint filed by Ms. [redacted]  a Customer Relations Representative contacted her on April 29, 2017 to address her concerns regarding her queen size [redacted] mattress that is sagging. Ms. [redacted] was advised that Mattress Firm no longer does business with this...

Manufacturer. Therefore, [redacted] processes their own warranty claims and she would have to contact them for assistance. As we take these complaints seriously, at this time we feel Ms. [redacted] complaint requires no further assistance. Should you have any additional questions, please feel free to contact Karen [redacted] at (516)-861-7230 or karen.[redacted]@mfrm.com.

Sent: Monday, December 26, 2016 1:14 PMTo: drteamSubject: ID [redacted] Hi, Please upload our response to ID [redacted]. Case #: [redacted]On December 18, 2016, we contacted Ms. [redacted] to address her concerns. It was explained that her [redacted] queen size storage box spring was...

offered as a floor model and is no longer available. In the pursuit of customer satisfaction, we offered Ms. [redacted] a refund in the amount of $224.99 plus tax to be restored to her [redacted] account due to the inconvenience of having to reselect. As we take these complaints very seriously, we believe that no further action is required at this time. If you should require additional information, please do not hesitate to contact Stenio J[redacted] at (516) 861-7763 or Sj[redacted]@mattress.com.  VanessaG[redacted]Customer Care Manager |Customer Care Operations Department1000 South Oyster Bay Road, Hicksville, NY 11801Office: +1 (516) 861-7626 Mobile: +[redacted]@mattress.com

Sent: Wednesday, December 28, 2016 9:03 AM Subject:...

ID 11766213 On December 24 2016, A Customer Relations Representative tried to reach out to Mr. Bell but to no avail. Our records show that his order was canceled and never charged to his finance account.  A detailed message was left with a contact number for him to call if additional assistance is needed. At this time we believe no further action is required. Should you require any additional information, please feel free to contact Chanelle R[redacted] at (516)-861-7174 or cr[redacted]@mattress.com. Vanessa G[redacted] Customer Care Manager |Customer Care Operations Department 1000 South Oyster Bay Road, Hicksville, NY 11801 Office: +1 (516) 861-7626 Mobile: +1 [redacted] VG[redacted]@mattress.com

Sent: Tuesday, June 07, 2016 1:21 PM Subject: Complaint ID: [redacted]   Complaint ID: [redacted]   [redacted]   Thank you for reaching out to us with your concern. We apologize for any inconvenience this delayed response may have caused you. If you are still in need of our assistance,...

please contact us at 866-942-3551.  One of our specialists will be glad to help.                       Sincerely,   Mattress Firm Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
I would like for my credit score to be fixed. I didn't ask for a hard hit on it and that is what I received. My credit shouldn't suffer for me trying out mattresses.

Dear Rose ,   Thank you for reaching out to us with your concern. We apologize for any inconvenience this delayed response may have caused you. If you are still in need of our assistance, please contact us at 866-942-3551.  One of our specialists will be glad to help. ...

                      Sincerely,   Mattress Firm Customer Care

Greetings [redacted], Thank you for sharing your concern with us. Mattresses are handmade and can vary a little bit. The industry standard allows up to and inch and a half variance either way on the 60" x 80" measurement. We would need to make sure measurements are being correctly taken. The...

proper way to measure would be to measure the bottom part of the mattress from tape edge to tape edge. You can feel free to email our customer service department at [redacted] with these photos or you can call us at [redacted] If the photos are inconclusive you also have the option to submit a warranty claim and receive an inspection with a fee of $25 and of course you may always utilize your happiness guarantee at your local store which is subject to their handling fees. Please let us know which option you'd like. Many thanks, Regards,

Case# [redacted]   A Customer Relations Representative contacted Mr. [redacted] to discuss his concerns regarding his adjustable base. Mr. [redacted] explained at the time of sale the terms and conditions of the purchase were not explained nor did he receive documentation. After contacting the store...

regarding the height adjustments on the adjustable base Mr. [redacted] was explained that bases cannot be returned or exchanged. To obtain customer satisfaction we have agreed to return the base for a refund. The return is schedule to take place on June 19, 2017 and the refund will go back to Mr. [redacted]’s [redacted] account. He should see the funds reflect back to the account within one to two billing cycles.   Since we have satisfactorily resolved Mr. [redacted]’s complaint, we believe no further action is required. If there are any other questions or concerns, please contact Stenio [redacted] at 516-861-7247 or at Stenio.[redacted]@mfrm.com.

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
This is still not acceptable no one have called me back yet regarding this matter like [redacted] from the chat box said!! I had to call the warehouse the guy there after 20 minutes of me wasting my mind after someone that worked there before lied to me about bringing it on that Monday. He was so kind as to tell me exactly what to said. That was day three of running people down this is unacceptable. I should receive a discount at least because I didn't have a bed for three whole days and this was the only way to get someone attention. UNACCEPTABLE!!
Regards,[redacted]

Dear Mr. [redacted]Our record indicate that this issue has been resolved for these items. We are sorry for any  inconvenience this may have caused for you. Thank you for being a valued customer. Please feel free to call us at 1-800-384-2903 if you have any further questions.

Hello, We have a customer care specialist looking into this with the Distribution center for you. Please let us know if you haven't received a reply from the delivery company within 48 hours.

On May 11, 2017 a Customer Relations Representative reached out to Ms. [redacted] to discuss her warranty concerns. She was advised that her mattress did not meet the manufacturer’s requirements for a warranty replacement. In pursuit of customer satisfaction and as a one-time accommodation, Ms. [redacted]...

was offered a partial store credit of $900 plus tax for her mattress; this credit can be applied towards the purchase of new bedding and will be available until June 11, 2017. Ms. [redacted] may visit her local showroom for assistance. As we take these complaints very seriously, we believe no further action is required. Should you require additional information please feel free to contact Chanelle R[redacted] at (516) 861-7174 or chanelle.r[redacted]@mfrm.com.

On May 24, 2017, a Customer Relations Representative contacted Mr. [redacted] to address his concerns. He was advised his mattress met the manufacturer’s standards and was ineligible for a warranty replacement. In pursuit of customer satisfaction and as a one-time accommodation, Mr. [redacted] was offered...

an in-store credit of $1249.99, plus tax. The newly selected mattress must be equal or greater value. Mr. [redacted] accepted the offer and will visit his local Mattress Firm store to process his exchange. We believe that no further action is required at this time. However, if I may be of further assistance, please contact Kuina [redacted] at (516) 861-7503 or kuina.[redacted]@mfrm.com.

From: Glenn [redacted] [mailto:[redacted]] Sent: Friday, April 01, 2016 5:18 PM To: [redacted] Subject: Complaint ID: [redacted]   Complaint ID: [redacted]   Dear Ms. [redacted],   Thank you for taking the time to reach out to us about your refund....

Typically our refund process is estimated to take 7-14 business days. According to our records, you received a refund of the entire amount paid excluding a $55.99 fee that you were charged due to returning your product. We are sorry for any inconvenience this may have caused you. Thank you again for reaching out to us. Please feel free to contact us at 866-942-3551.       Thank you,   Glenn [redacted], Sr.Customer Service Manager Improving Lives One Relationship at a Time MFRM Family of Brands [redacted]
[redacted]   "This electronic mail (including any attachments) may contain information that is privileged, confidential, and/or otherwise protected from disclosure to anyone other than its intended recipient(s). Any dissemination or use of this electronic mail or its contents (including any attachments) by persons other than the intended recipient(s) is strictly prohibited. If you have received this message in error, please notify us immediately by reply email so that we may correct our internal records. Please then delete the original message (including any attachments) in its entirety. Thank you."

Case# [redacted] We are happy to report Ms. [redacted] complaint has been resolved. Ms. [redacted] advised our Customer Relations Representative she was able to cash her original check with the incorrect spelling of her first name. A revised check will not be necessary. We apologize for any inconvenience that...

this may have caused. We believe no further action is required at this time, However if I may be of any further assistance, please contact Chanelle [redacted] at (516)861-7174 or chanelle.[redacted]@mfrm.com.

A Customer Relations Representative contacted Mr. [redacted] on May 6, 2017 to address his concerns. In review of Mr. [redacted] inspection results, it revealed that his queen size [redacted] mattress is not up to the Manufacturer standards.  Therefore, Mr. [redacted] was offered a store credit of...

$1199.99 plus tax. A credit letter with details has been emailed to Mr. [redacted]. Since we have resolved Mr. [redacted] complaint we believe that no further action is required at this time. If I can be of any further assistance, please contact Stenio [redacted] at (516)861-7763 or Stenio.[redacted]@mfrm.com

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