Mattress Firm Return Policy

I

ItsRichard

New Member
Has anyone here experience of dealing with Mattress Firm? Is it a one year return or one year exchange. What exactly is their return policy? And does it come with any disclaimers and fine print?
 
Mattresso

Mattresso

New Member
I suggest that you ask Mattress Firm to provide you a printed copy of their current Return Policy. Also note that what's mentioned there relates to your mattress only. Any other purchases like foundations, bases, pillows or accessories may or may not be returnable or can be exchanged. Check with the dealer before taking delivery or signing any papers.

You have 120 nights to try your bed and if not satisfied either return or exchange it under their Love Your Mattress guarantee. However, you will have to try it for at least 30 days of normal use before you can return or exchange it. You can avail of this facility up to two times within the 120 nights for a given mattress purchase. Each time you return or exchange, it will cost you $79.99 towards a re-delivery fee.

Unlike some smaller retailers, Mattress Firm is a large company and you should not have any difficulty in returns or exchanges with them.

For a comparison, Sears provides a window of 31st day to 60th day of the delivery date to request a one-time return or exchange for a different mattress and foundation of equal or greater value. You need to pay a pick up fee and also a 15% usage & processing fee if applicable.

Mattress Firm's policy as given on their web site:

At Mattress Firm we know that everyone’s perfect night’s sleep is unique, and we believe your mattress should reflect that. And because selecting a new mattress is such an important decision, we promise to help make your mattress buying experience easier by offering our Love Your Mattress Guarantee so you can buy with confidence.​
Love Your Mattress Guarantee: If for some reason you don’t love your new mattress anytime within 120 nights from your original delivery date, we will do whatever we can to help you get your perfect night’s sleep by matching you with the right mattress. And if you just don’t feel the love with your mattress selection, we will even issue you a refund. Mattress Firm is committed to helping you find the right mattress and we're committed to your happiness.​
Your Perfect Night's Sleep... Our Promise: Your new mattress will take time to adjust to your body and we encourage you to sleep on it for a minimum of 30 nights to allow for this adjustment period.​
However, in the event you are not comfortable within 120 nights from your original mattress delivery, we will do our best to match you to the correct mattress. You may exchange or return your mattress with a redelivery fee of . Our Love Your Mattress Guarantee is valid for up to 2 returns or exchanges per purchase, which must occur during the 120-night period from the original mattress delivery date.​
See also their Returns and Exchange Policy on their web site. It seems Dallas and Birmingham areas have extended periods for returns and exchanges. Ask your local retailer for details.

Good Luck!
 
K

Kackish

New Member
8 months back we bought an Ortho-Posture (plush) mattress from Mattress Firm. Within six months it developed dips in it, visible even from a distance. We called their warranty department and were told that we could solve the problem at our nearby retailer. Our store said they were helpless and directed us back to the warranty department saying we could call them and ask.

This time around the warranty department approved our exchange under warranty and we went back to the store. However, they said they don't have the same product that we bought any more and the next option was $100 more expensive. Also, it was a firm mattress.

When we decided to check out, we found that the salesperson was not co-operative and was even rude with us, apparently because we were there for an exchange and not a new purchase. He then told us we can't get an exchange.

We then had to get the warranty department call him and tell him that we have an approval for taking the new mattress in exchange under warranty. At that point, he ignored us and started attending to another customer who came just then. When we explained the situation to the warranty department, they assured us that a district manager will be contacting us and our order will be completed within 24 hours.

It's been a week now and we are yet to get the promised call from the district manager. This is shocking to say the least. In the last four years, we have bought four mattresses from Mattress Firm for the different rooms in our house.

It looks likes Mattress Firm is only interested in new customers. After this outrageous treatment we got from them, we are not going back to them for any more purchases, ever. The mattress still lies with us waiting to be picked up and exchanged.
 
T

Thea

New Member
My unhappy experience with Mattress Firm in the matter of getting an exchange or refund for the Tempurpedic Cloud Luxe mattress I bought from them tells me that they do not want to give money back.
 
Amazon.com Disclosure: As an Amazon Associate this website earns from qualifying purchases.
Top