Extremely disappointed - as we chose a mattress we explicitly asked (several times) if delivery to a bedroom with a spiral staircase would be a problem- we were assured it would not be an issue with the items we chose. that turned out not to be the case - the delivery people who were very professional - took one look and said the salespeople should know better. Pretty clear the salespeople were more interested in booking the sale than satisfying the customer... Complete waste of time both ordering the mares ( which takes a lot of time) and waiting for the delivery. Heading to Mattress Warehouse..... read more

We were helping our daughter move into college, traveling from San Francisco to Pittsburgh. We ordered several items at our local Mattress Firm here in San Francisco and arranged pickup at the Shadyside location. A week before our arrival, we received a call that a pillow did not make it in the order, however that she would order one so that when we arrive everything will be ready. We finally arrive, excited and ready to get our daughter settled in. We go to Mattress Firm and when we state that we are here to pick up our order, Mindy rashly states that the other salesperson in San Francisco messed up our order. I don't recall her exact words but were something like, "I don't know what he was doing, but he messed up. You can go and pick up the pillow at the warehouse." This take it or leave it attitude totally caught me off guard. Even the look on her face didn't show any remorse. We got a call a week prior, so if it is so easy to pick up the pillow at the warehouse, why couldn't they just have one shipped to the Shadyside location? Or give us a call and redirect us to pick up at the warehouse instead of going the Shadyside location? We suspect that since Mindy didn't take the original order that maybe she wouldn't get any credit/commission so why give any additional effort on her end. Thank you Mindy for getting our daughter's college education such a sour start. We will always remember this! read more

Service in the store was great. DO NOT PURCHASE the Gold Service for delivery! Absolute garbage. They showed up in a U-Haul...threw the mattress out onto the dirty street, rolled it up our outdoor stairs, and left it in our foyer when it was supposed to be placed in the room. AWFUL!! read more

~2015 I bought a queen size I-Comfort $1,600 all foam mattress from Sleepy's. This was right before the big boom in cheap high-quality online mattress sales. By 2018, this mattress was a total mess. MAJOR sagging in the middle causing major back pain and sleepless nights. I am 5'3 140lbs, single person, no reason for this to be happening. 2018, Sleepy's is gone, my warranty claim goes through Mattress Firm. They accept my warranty claim. I swap out the mattress for a hybrid Resonance mattress. It is now 2020. Same amount of time (ONLY ~2.5 YEARS) later, mattress is doing the same thing. It is unbearable to sleep on. Huge dip in the middle. I pay $79.99 for Mattress Firm to send out independent company BedChek.com to evaluate my warranty claim. The evaluator feels my mattress and notes the major dip, says something along the lines of this brand being funny, lays a stick across my bed and takes a picture. Mattress Firm denies my warranty claim. This mattress cost ~$1,600 is only 2 years old and is trash from a single 140lb person sleeping normally on it. They said the warranty allows for the mattress to drop 1.5 inches below the stick in photos. THAT IS HOW THEY ARE EVALUATING THE WARRANTY. Not on how it feels if a human lays on the bed and rolls right to the center of the bed and your back bends. This is such trash. Buy something cheap online if the expensive ones in stores are only going to last 2 years anyways. read more

Very disappointed in the store. Actually I'm more disappointed, and angry that the 10 yr warranty means nothing. My expensive mattress degraded within 18 months causing a deep sag in the middle. My warranty claim was rejected because of a tiny stain from a drip of coffee. It wasn't as if they were going to resell it. But using the cover-all excuse of "Covid" let's them get away with it. Research this company because there are too many complaints online about sagging and useless warranty's. I got a new mattress at Levin's and received much better service. read more

After you pay there is no customer support. They may deliver the mattress. They may not. You're only option is to charge back the cost

This is the WORST company I've ever done business with. I went in to the east liberty location to buy a bed. California king to be exact. The sales woman didn't know how to properly ring up mattress so she convinced me and my partner to apply for Credit, that we would eventually pay off. After applying we didn't approve for the full amount that the bed would cost so the sales woman proceeds to tell us that we need to come back another day to work with someone else. The sales woman "name unknown" because she wouldn't give us her name not only got our address and information wrong but also didn't want us there as customers. We feel completely discriminated against. We are a gay couple and she was completely rude our entire experience. Not only did this move to use credit ding my partners credit score but we also didn't accomplish anything in the process. We then spoke to a sales women named Diane from Washington county (Pittsburgh) to help us move forward with our purchase. She promised me that our bed would be delivered Tuesday July 21st. We then get a phone call from "Ashely" at the East Liberty location today telling us that our bed wouldn't be delivered, and that a set date wouldn't be in place until further notice. I've called this companies corporate office over 5 times and not one person has been able to help or transfer us to any managers that could possibly assist. Called Ashely from East liberty again asking for a refund and was told that I wouldn't get it for 14 days. This is ridiculous. We are not only horrified with this terrible service but completely dumbfounded by the lack of response. We will never order a thing from Mattress Firm, and will let all of our friends and colleagues know of our unfortunate circumstances. In case anyone from this company is reading this, here is our order number. "S031387697" read more

What a wonderfully heartening experience! So often, a reverse of fortunes means being treated by businesses as a 2nd class citizen as soon as they realize you cannot afford their top of the line products. Both the manager, Thomas, and Kayla, the lady who helped me on my second visit were not only respectful, but kindly, caring and helpful - willing to find ways even I could afford my dream mattress on my terribly limited budget. After visiting a nearby competitor, I had resigned myself to the idea I could only afford the mattresses that were clearly manufactured for sole purpose of convincing people with money to buy something more expensive. Mattress Firm's lowest priced mattresses were actually sleepable. However, I have an injury to my back, and was going to go for the next grade up -the highest I could afford with tax and delivery - or so I thought! While waiting, I lay down on a wayyy too expensive one, just to imagine myself on a vacation, to some cushy resort (although, ironically, my actual dream vacation would involve a trek through jungles, with no mattress at all in a 1,500 mile radius, and a back rehabbed into a lean, mean, bumpy-ground-tolerating machine, but right then, I imagined settling for a luxury cruise to someplace with intriguing history and comfortable mattresses). I fell sound asleep as soon as I lay down on it. Apparently with a smile on my face. When I woke up, Thomas tried to sell it to me, but I explained I could never afford it. He noted that particular one - that floor model would be reduced to 50% off in two months. If I brought in canned goods for their food drive, he would throw in delivery for free. It was within reach! If I was careful, I could save $50/month for two months and a little more for tax. It felt so empowering! I'm no control freak, but so much of my life right now is beyond my control, with everything I work towards constantly yanked out from under me at the last second, that going back, and finding that 50% off sign just like he said, and being able to pay for it, and have it be mine, felt even better than a vacation. After all, I get to keep the mattress as a tourist trophy! read more

I'm so pleased with the service and product I received after my visit to mattress firm! Marie was so intuitive about guiding me towards the perfect mattress for my body. I tried out almost every firm mattress in the store, giving my feedback to Marie about how I felt laying on the mattress and having her watch my body alignment for any pressure points that might cause sleep problems. Marie's analytical method made me confident that I ended up with the absolute best mattress for the way I sleep. And the results speak for themselves -- for the first time in my entire life, I've been sleeping straight through the night! Don't settle for anything less than the best, go to a professional like Marie, and get your best night's sleep. read more

You like mattresses? They got you covered. It is also next to Trader Joe's so you can go there if you want when you are done getting a mattress. Convenient location is what I'm saying. read more

Experienced very inappropriate behavior from salesman, "Mike", at this store. It is NOT okay to comment on a customers looks. I didn't want his personal cell nor did I want to be asked out on sushi date, I just wanted to buy a mattress. He insisted on telling me about his life, and what he could build for me. And when I told him no I didn't want to buy that day, he told me I was essentially "crazy" and "what am i going to do with you". When in reality I just wanted to get the heck away from him as fast as I could and purchase elsewhere. It is NOT okay to assume a woman who is "nice" must want to be with you. Trying not to cause an uncomfortable scene when there were no other patrons in the store to help if it escalated is how I choose to handle is for my safety. When a woman comes to buy anything, she does not want to be hit on and does not want your personal number secretly written on your "card" . She just wants to buy a mattress. Corporate has been no help as of yet, instead someone named I think "John" from corporate told me it could be slander and they need to protect employees. No one ever called me back as promised. read more

I stopped by Mattress Firm before the weekend to pick out my first mattress. Kayla worked with me and helped me figure out exactly what I wanted and worked hard to get me the best deal possible. I had a very positive experience and loved spending time getting tips from Kayla and chatting while I tried out different mattresses. It really felt like she had my comfort and my budget in mind. Somebody should promote her! I would recommend this store to anyone looking for a mattress. I had a really positive customer service experience. The mattress is scheduled to arrive tomorrow and sheets this week! read more

Bought a mattress here and Marie and Kayla could not have been more helpful or wonderful! They got me the best mattress for me and my price range without any type of pressure to buy a more expensive one or to get things I didn't need. Wish every customer service was experience could be as great as this one! Will absolutely shop at mattress firm again and recommend to others based on this interaction!! read more

Kayla was AWESOME. I needed a very reasonably priced queen mattress. First mattress she had me try was perfect. I was in and out within probably 30 minutes (I understand most people would probably take more time, but I am not picky). She was very personable, kind, and knowledgeable. Delivery came and set it all up that following Monday - all in all it went very smoothly and I am very satisfied with the purchase. Kayla - you rule, girl! read more

I just moved into my new apartment a week ago, & definitely needed a new bed. I came to Mattress Firm to get a bed because I knew about their reputation for affordable prices. True to form, they worked with me to get a good deal. Thanks, guys :) read more

I met Ashlie and she was the VIP on helping me. The selections are great and the will take the time to talk to you personally. I strongly suggest you stop in if your looking for a good nights rest! read more

Worst experience ever. The sales lady knew very little about the different mattresses. Then it took her over an hour and several phone calls to figure out how to ring us up. After everything was confirmed and a deliver date set, the delivery truck arrived over 6 hours late without a phone call. We paid for the service where they set up your bed and mattress and take your old mattress away. However, the deliver men said it wasn't on their paperwork so they wouldn't do it and dumped it inside our front door. I showed them my paperwork with the $100 charge and the confirmation from the day prior and they still wouldn't take it to the second floor and set it up. Now I have a mattress in a box sitting inside my door that I can't get upstairs. I will never go to this company again and I can't wait for Levin's furniture to reopen as their sales and delivery people as well as customer service so a thousand times better. read more

I had to buy a mattress to furnish my new apartment, and found this place after searching for a close location. Kayla helped me select my mattress and was very attentive to both my needs and budget. She was very friendly, and at no point in time did I feel pressured, and she went out of her way to make sure I had the best deal for what I needed. When I went to the warehouse to pick up my mattress, Andrew was also very professional and friendly, and helped me secure my mattress on top of my car. The process of obtaining a mattress and getting one home was very smooth, and stress-free. I will definitely return to this place again should I need another mattress, and would hihgly recommend this place to friends! read more

I so love this place of business, I've been needing a bed for quite sometime now, The Sales Associate Kayla Sloan is the best! She truly understood my situation she worked with me made me feel good about spending my money with Mattress Firm this is the first time I felt I wasn't being taken advantage of we need more people in this world like her she's very attentive she truly listens and doesn't rush you off by just being concern with getting the money she makes sure the costumer is truly satisfied as well! Satisfied Customer - Christine Roberts read more

We really loved this place for the simplicity, convenience, and overall super friendly customer service. We came in and told Thomas we wanted a low end, starter, "big girl" bed mattress for our daughter. We told him the range we were interested in and he took us to see appropriate options. Thomas was informative and friendly without annoying us with a "hard sell." The transaction was easy and accommodating to our needs. We will definitely go back when it's time to upgrade! read more

Staff were great -- very patient and helpful without being overbearing. They spoke candidly about the different mattresses on offer, which helped a lot in differentiating similar options. read more

The prices here are actually reasonable with no high pressure. If you need a low priced mattress you can find one! Kayla is friendly and low key, letting the customer make her own decision. read more