We are writing this review to share our experience so that management is aware and other customers do not experience similar issues in the future. November 28 (Friday) - We visited the store and purchased a mattress. November 29 (Saturday) - We were told delivery would arrive between 1-3 PM, but the delivery team attempted delivery at 9 AM, when no one was home. When we called back, we were informed that our account was locked and were asked to wait. November 30 - We received a call letting us know the lock had been removed and that delivery could be rescheduled. We requested Wednesday delivery. December 3 (Wednesday) - There was no delivery and no communication. When we called in the afternoon, we were advised to wait, told it might arrive the next day, and informed that paying an additional delivery fee could result in faster delivery. Since delivery was originally supposed to be free, this was confusing, and we were again told it might arrive the next day. December 4 - By the afternoon, the mattress still had not arrived. When we called again, we were told the system showed the mattress as already delivered and that there was no additional information available. We were advised to bring our receipt and visit the store in person. December 6 - We went to the store to try to resolve the issue. At that time, we were informed that the order had already been canceled. Staff said they would check with the warehouse to see if the mattress could still be delivered without placing a new order, given the situation. December 6 (same day) - Later that day, we received another call confirming that the order was canceled in their system, that a new order would be required to proceed, and that a refund had already been processed. We were told a refund check would be mailed to our home address within 30 days. December 26 - We received a follow-up call with an explanation of the situation. By that point, the order had already been canceled, which made the call confusing and highlighted ongoing communication challenges. Throughout this process, communication was very inconsistent. We were often unsure about the status of our order and had to repeatedly reach out for updates. During some phone calls, conversations felt rushed or interrupted, which made it difficult to fully explain the situation. Because my mother and sister have a language barrier, this added to the confusion and stress. This mattress was purchased during Black Friday, and after multiple delivery issues, conflicting information, and eventual cancellation, the experience became discouraging. Purchasing a basic household item should not feel this difficult for any customer. Additionally, the purchase was paid in cash, and we are still waiting for the refund check, which has further prolonged the situation. We hope this feedback helps improve internal coordination and communication so future customers can have a smoother experience. read more

Dax was very helpful. He explained all our options very carefully.. He was very patient and kind. I'm really enjoying this adjustable bed. In the last few days, I developed a heavy cough and a lot of throat clearing all night long due to post nasal drip. After taking an allergy pill, and then adjusting my bed by raising the head area, I was finally able to fall asleep . In the past, I would have to try to sleep in the living room in the recliner chair . I've found that adjusting the different height of the legs and the core and the head area helps me to fall asleep when I'm feeling restless and can't seem to get comfortable . read more

Bo was super knowledgeable and answered our endless questions. I even muttered a few questions to my husband and Bo could've easily ignored us since we didn't direct our questions at him, but he always came up to us, answered our questions, and gave us useful information (how to protect our mattress, his personal experiences, and general tips). He was so sweet and we never felt pressured at all. From the beginning, we told him we were moving at the end of the month and wouldn't be making a purchase today. Even knowing this information, he still helped us as much as he could and went above and beyond. We walked out of there super happy and amazed by the level of service he offered. We're moving towards the end of the month so I hope he's there when we go back to make our purchase! read more

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I needed a new bed, so we took advantage of MF's 2025 Memorial Day sale on May 26 and were assisted by Lisa, who was able to answer all our questions and guide me through trying out the floor samples. I picked the Sealy Posturepedic® Elite Hybrid High Point II 14" Medium Mattress Cal King Prime with adjustable base and scheduled delivery for the following Friday. We then ordered some sheet sets that weren't in stock. Apparently something about ordering the sheets messed up the bed order and it did not get delivered on that Friday, but it was no problem to correct that with the expert help of Hannah, the store manager, and get the bed delivered on Saturday. Sadly, the bed wasn't as cooling as I needed it to be, the edges didn't feel as substantial as I had hoped and I felt like I could feel the coils under my butt, and that was uncomfortable. We went back to the store and with Hannah's help again, I picked out a different mattress that she thought would solve all my problems: the Purple RestorePlus™ Cool Touch 13" Hybrid Mattress Cal King Prime. The return of my first mattress and replacement with the second went flawlessly, with a $250 charge for sanitizing the old mattress and returning it to inventory. I am very happy with the Purple mattress, the adjustable bed, and all of the great service I got from both Lisa and Hannah. read more

We had the worst interaction with the man working at the store on April 22 2023. To give context to the situation. We have two dogs that are well trained. We would take them shopping with us. Before entering a store we always ask if dogs are allowed. If not one of us would wait outside with the dogs whilst the other goes inside. Simple right. In no manner do we expect anything other than to be treated with kindness and respect. However this man at the store made a condensing remark about bringing the dogs shopping to a mattress store. My husband walked out as he is not going to have anyone speak to him that way. Especially if we did not bring the dogs inside and we made no fuss about it. I went inside to ask for him name and he would not give it to me. Then tells me that I am being hostile when I said he could not be insulting towards potential customers. He proceeds to lecture me that I should behave and I would not like it if he did acted like this if it were my house. No matter how I tried to reason with him he would not let me finish. He would talk over me. He just was completely unapproachable. First of all I was not hostile towards him. He was hostile towards me for calling out his disrespectful behavior. Secondly I myself am a client facing individual. I have had to deal with clients that are rude etc but I always speak in a professional manner. Clients actually love me just because I am so even keeled. For this man to teach me how to have manners is almost laughable. *** Message to the store manager. Please provide trainings to this individual as he is in need to learn on how to interact with customers. If he has personal opinions it's best to keep it to himself. On a happy note we ended up at Manchini sleepworld. We asked like we did at mattresses firm if they allowed dogs and they said no problem. Ended up spending over $4,000 dollars on a new mattress. The staff even commented how well behaved our pups where which was nice of them. Even if manchini sleepworld said no we don't allow dogs we would have still been happy to buy a mattress from them just because they were customer friendly. No one wants to spend money at a place that treats them like crap. PS. Looks like this location has disabled on Google to leave them reviews. Hmmm I wonder why . read more

We were well taken care throughout the entire experience when we came in to find a mattress that we love and was in our price range. Ron who is the manager there was superb and made the entire experience stress free and quite enjoyable. Our mattress wasn't in stock, so we had to wait several weeks for it to get delivered. Ron would call and check in on us periodically before and even and after our mattress was delivered. I would definitely recommend this store to anyone who is looking for a mattress. read more

Do not come to this store if you're a person of color. My family came one year ago and had a wonderful African American man helped us and was very friendly. Today, as an Asian woman, I was completely ignored while shopping. Then when a white man entered the store, they were immediately greeted, introductions and recommendations were made, while I received nothing of the sort. I will happily take my money elsewhere. read more

I walked into the store, which looks like a warehouse, girl sitting at desk looks at me out of the corner of her eye. She says nothing, I walked around the store & looked at every mattress & the girl never asked if she could help or not even a good afternoon. Then she went into the restroom I guess, So I just left. Sorry but I won't be back. No customer service here for sure. read more

We needed a mattress to be delivered to Berkeley the next day. Aidan's the guy to talk to. Very helpful, easy no hard-sell demeanor. What prompted this review though is his post-sale help. When I got home after making the purchase, I changed my mind about what I wanted. Decided against the box spring and base. Wanted an IKEA bed instead. Called Aidan (same day) and he was so understanding - not a trace of annoyance in his voice when I said I wanted to cancel part of my order. He did the partial cancellation n refund over the phone and I received the refund same day. Now that's fabulous customer service. Would definitely recommend. read more

Carmela was great! I came in to buy a new mattress to replace the new mattress from Costco that I didn't like. I came in half an hour before closing and Carmela was still very patient with my questions and my needs. I would definitely recommend coming to the store if you need a mattress. The delivery folks were great also! read more

If you are in need of a new mattress this is the store to choose. Marwa is absolutely fantastic. She listens to your needs, helps guide you through various options, is extremely patient. She wants to insure that you make the right choice, with no pressure to rush to a decision. She takes time with each customer and when she's helping more than one, she graciously accommodates both, so you never feel like you've been abandoned. Buying a mattress can be a very difficult process - Marwa will eliminate all your concerns and make it as seamless as possible. read more

I bought the mattress about 2 weeks ago, but it doesn't feel comfortable after 2 weeks trying. So can I return it, and will I be charge for this? Thanks read more

This is the worse company I've ever dealt with. It's been a nightmare. Please do not specifically shop at this store located on East El Camino Real, Sunnyvale, California. Here is what ensued I went to purchase a mattress two months ago. There was only one employee working the whole store. He couldn't answer phone calls due to he was helping me. That should have been a red flag. I bought a mattress and box spring. He gave me a delivery date I told him I would not be home due to a doctor's appointment. He told me to let the delivery people know when they call. Well they never called. So I tried calling my salesperson the next day and each time he would put me on hold and not even converse with me he would hang up on me. Finally I left voicemails. He returned my call at the end of the work day. Said that the delivery date can be changed. Well it wasn't. They delivered when I wasn't home and my husband didn't know the protocol that I could return the box spring if it made the bed sit up to high. The delivery people picked up the box spring the same day after I talked to the district manager, it was never used. I spoke to the district manager and she was kind and said I'd get a refund being the whole ordeal wasn't my fault but the fault of my salesperson who should have changed the delivery date. Two months later I still haven't got a refund. Went through my credit card to dispute the issue to no avail. So looks like I'll have to chalk it up to experience in doing business with a company who doesn't value not only their customers but also their employees. How can one person operate an entire store by themselves. Also they will ghost you. I tried speaking to the district manager several more times with no call back. The store manager even promised me a refund. Do not do business with this store. read more

Carmela keeps it real!! She is very knowledgeable and very friendly to converse with! I ended up walking out with more than what i had intended to purchase. A+ recommend her to help you finally get good rest! She is out of this world!! read more

My husband Bill and I were ready to buy a new bed and checked out Mattress Firm in Sunnyvale. We had done a little research online first but really wanted to get some more knowledge before purchasing a bed. Our salesperson Aidan had a wealth of information for us. We learned about how the features and tech had changed over the years. Aiden helped us to understand what bed would suit us best. We appreciated his no pressure style and welcoming demeanor! Manager Bo answered some questions for us as well and we really connected with both of them. All in all a very enjoyable experience! As a former business owner, I was impressed with the customer service, knowledgeable staff, selection of products and pleasant atmosphere...why would we buy a bed anywhere else? read more

I am rating this store a LOW as possible. I would prefer to rate them as a ZERO, but that is not possible. After placing an order over a week ago and paying $200 for a specific 2 hour delivery window, got a call 10 minutes before the delivery window saying there wasn't going to be a delivery. Part of the order is not in stock and instead of asking if a partial delivery is acceptable, the warehouse decided to do no delivery. read more

I was on my way home, I just went in to browse some options but once I found my new bed! There was no way I was waiting more then I had to,lol. I was scheduled next day though! And couldn't be happier, even my PILLOW is amazing! Carmela is super knowledgeable and I can't tell you how much I appreciate her help... it felt a bit overwhelming but she broke it down for me and helped me go through everything and explained the setup so that was really cool. read more

The staff is so knowledgeable and really took the time to explain why they recommended something for me and how it could help me get better sleep. That means a lot to me. I've never been this comfortable in a store, especially with everything going on in the world. But MattressFirm knows what they are doing when it comes to their staff and their products. Glad I came here and put my rest in their hands. read more