I am a Mattress Firm Customer. A 77 year old Viet Nam Combat Veteran with a military related disability on a limited income.
In July of 2021 I purchased a Hurston Luxury CalKing with a 10 year warranty. Mattress $2,299.00 A TEN year warranty $249.99, Mattress Protector $50.00
TWO YEARS later, (2023) the mattress has failed, two huge indentations indicate where my wife (115lbs) and I (187lbs) sleep.
This was a TEN YEAR warranted mattress. I called my salesman and I was told in early May 2023, to contact the Warranty Department, and I initiate a claim.
On May 24th I was informed by the Warranty Department my warranty submission was void as I had removed the law tag from the mattress. I then received an email indicating my claim had been closed.
May 31st, I informed the Warranty Department I had not removed tag, this was a fabrication generated to deny my claim. I sent a photo of the tag, intact on the mattress and requested my warranty claim to proceed.
Mattress Firm re-opened the case but now indicated a $80.00 Inspection Fee would be necessary to ascertain the issue...
June 14th, Inspector Julio Guerrero performed the inspection, confirmed the mattress had two large depressions and also noted a small Coca Cola stain on the left perimeter of the bed.
The Warranty Department informs me our claim is denied, void due to the Cola stain. They determine the mattress is unsanitary... Be advised, this confirmed two important facts, the $50.00 mattress protector soled by Mattress Firm was as worthless as the ten year warranty.
Online complaints generate a Mattress Firm reconsideration and a 50% in-store credit ($1,90.00) is offered towards the purchase of a new mattress
June 2023, as our experience with the $2,300.00 mattress proved to be of such poor quality, we were advised to purchase a $3,899.00 Beautyrest Black C-Class Firm, assured by Mattress Firm of it's superior quality. A ten year warranty and another mattress protector was purchased.
It is now March, 2025. The "superior quality", $3900.00 mattress is less then two years old.
Support in this mattress has deteriorated to a point producing agony.
Every night, we each lay in hole of discomfort, as if we lay in a cheap sagging hammock instead of a quality firm mattress.
It seems EVERY mattress sold by Mattress Firm will deteriorate in two years. Then you will be prompted to get on the "Warranty Merry-go-round" and more money will be deemed necessary.
If you desire a mattress that lasts, look elsewhere... read more