The salesman was very nice and helpful. I bought a mattress for my 86 year old grandmother. I paid for and arraigned for removal of her old mattress/set-up of her new one. When the delivery guys arrived on Friday afternoon (an hour late), they refused to take away her old mattress!! I told the salesman at the store that it was old (40+ years). The drivers claimed it had bed bugs. Huh??? My grandmother does not have any bites. She lives in an apartment building and no one in the building has a bed bug problem. They refused to even set up the new mattress. They left the mattress and box spring in her hallway. She is 86 people!!!!!! She can't set up a bed! I called the company several times and they are sticking to their story. I will NEVER, EVER BUY FROM THEM AGAIN and I will let everyone know how crappy their customer service is.
We were not able to return or exchange a $4000 temperpedic mattress that we had only one month. This is because the company policy does not allow a buyer more than one exchange.Mattress Giant charges you a $175 re stocking fee for all exchanges or refunds. Our salesman advised us to purchase the firm temperpedic cloud series which was miserable to sleep on. We were told to take time and break it in, but it was so uncomfortable we could not wait. So we upgraded to the next level ($1200 more) to the mediium temperpedic. This is the most popular style, but my husband "hates" it and was having trouble breathing. When I tried to exchange for a traditional mattress, the manager said it was against company policy. He advised me to sell the mattress on Craigs List, and if I came back he would give me a discount on a mattress of our choice. I will not recommend shopping at mattress giant. Mattress Firm has a much better policy
I am disabled with rheumatoid arthritis, fibromyalgia and spinal disease and had a difficult time finding the right mattress set for me. I returned a Sealy Perspecitive and chose a TempurPedic Cloud Lux - top of the line. I experienced a lot of pain in my upper body sleeping on this. I knew they only had a 1 exchange policy, so after 1 month I wrote an email to their main office and the very next evening a manager by the name of Javier called me and I explained my situation to him and he granted me another exchange and recommended a mattress set that would be better for me and the pressure points in my body. From the first night I slept on the Kingsdown Rapture, I fell in love with this mattress - my dream bed. It is worth the price and has a lifetime warranty and I am very happy with Mattress Giant for being so helpful to me. Eva Wilson
Thinking about buying a mattress? Do Not buy from Mattress Giant!!!! We purchased our last mattress (we thought) and spend over $3000.00 dollars and it is the worst. I have to sleep in the spare bedroom on a 250.00 queen set that is much more confortable. I have had 3 back surgeies and neck surgery a thought buying a good mattress would help me out. It does not!!!! My wife even has problems sleeping and can not get a good night sleep. We purchased the Kingsdown pillow top in a King size and one side is sagging and has a big ridge in the middle. Kingsdown and Mattress Giant will not do a thing about it. They say we have to get it broken in and use to it. Big laugh. Don't have to do that with the cheapy that I had before it. I paid 85.00 for the mattress before this one and I felt like sleeping on a cloud with no pain and I didn't even want to get out of bed in the morning. The only reason we got rid of it was because the material was wearing and starting to fray. If you need to buy a new mattress shop at Sears or Penny's, maybe even Goodwill to the thrift stores but don't buy from a Mattress store!
Absolutely the WORST company I have ever dealt with. I am not the complaining-type of consumer by any means- this is my first time I have even tried to give a bad review about anything. I feel it is absolutely necessary for me to speak up now, as I have been screwed for such a hefty sum.
I bought the most expensive mattress/ set that this company offered- less than 1 year ago. I have been riddled with back and hip problems for years, getting therapy and everything. As a result, I thought buying a very expensive mattress would help me sleep at least PART of the night (without waking in pain).
The mattress I bought was the 'Collamore Europlush' and it cost me over $3500. The snake- oil salesman assured me it was the single best seller the company had. He also assured me it was such a 'quality' product, and that they offer a 20 year warranty (as opposed to 10- which is what most mattress carry). When I asked him why I should buy from his store rather than go right next door to Jordan's (or any other company) he assured me it was the 'quality of thier customer service that sets them apart'. Absolutely a lie, as I would soon find out.
I thought the original price of $4200 was just a bit pricey, and simply asked if he had a deal to throw in a free pillow or seomthing.... At that point he offered immediately to give us the frame and bedsprings free- savings of over $1000 cash, PLUS gave us free pillows and a mattress pad. Obviously anyone who pays sticker price here is a total sucker, as they have these built in discounts/ scams that seem just plain fraudulent. I was hardly expecting (much less asking) for such a huge price reduction. I think it shows how dishonest this company is- right from the start.
Anyway, they delivered the set on time as promised. The delivery company, in and of itself, is deserving of thier own complaint. I was absolutely frightened- to say the least- by the what showed up. The total process took well over an hour, which probably could have been done in 20 minutes by a legitimate moving company. (They also broke a piece of moulding off my antique bannister)
After only 1 night sleeping on this bed, my wife and I noticed a sag. It was not even slight- it honestly felt as though a 700- pound person had slept in the middle of this bed for 10 years, and THEN we received it. We called to complain, and after 3 miserable weeks returned this mattress. The slick salesman convinced us it was but a fluke, and that another mattress would surely be correct.
He also insisted we could return the mattresses (under warranty) as many times as needed, and still NOT affect our '90- day comfort exchange'.
We received a new mattress roughly 1 month after the first was delivered. Came on time, with an equally lousy experience. After another terrifying hour+ of smashing around my house, the new mattress was in place. This one was noticeably more straight than the first.
After about 1 blissful week, ONE side of this mattress was sagging- noticeably. We thought it was our imagination, and tried ignoring it, but it only became more pronounced.
Mattress Giant would not take this mattress back. They offer only one way to prove the mattress is sagging, and because it is only one side that is flawed, we fail the test. Somehow WE are not right here in our suffering, and the Giant will not acknowledge that we have yet another defective Mattress. This obviously means we are lying about our discomfort, and are somehow trying to affect thier ability to turn a profit.
We tried to complain again, and one week before our '90- day comfort exchange' period was up, we planned to return the mattress for a different one (yet another scam in and of itself: this company messes with the invoice so that the actual discount is not free springs and frame, but a discounted mattress- which means to swap this mattress for another one would entail us paying a LOT more cash- for a less expensive bed!!) When I called the store to inform them I wanted to just get another bed, (since this was obviously NOT a fluke, as promised, but a legitimate DEFECT), they told us we were 'NOT ALLOWED TO RETURN THE MATTRESS FOR A COMFORT ISSUE, SINCE WE ALREADY RETURNED IT FOR A WARRANTY ISSUE... Meaning the original salesman lied to us- surprise!!
As a result, my wife and I paid over $3500 to sleep in a bed which requires we swap sides every night, so that the same person doesn't suffer regularly.It seems absolutely impossible that I would go to a store, buy the most expensive mattress they have, and be stuck suffering with a defect. I have even tried selling the mattress- under the assumption that it was NOT defective (as Mattress Giant insists), and was actually YELLED at by a potential buyer for trying to sell HIM a defective item!!
The bottom line is this: buying from this company is at your own risk- at best. If you are fortunate to get through the pricing scam, without paying the 'sucker-price', and don't have anything bad happen by the delivery 'service', you can expect that Mattress Giant will absolutely lie and do everything in thier power to NOT make good on thier promises or policies. (and good luck calling thier 'customer service' hotline... they answer 'hello', and then give you a scary attitude while providing no help... I was convinced the 800- number leads to a jailcell someplace...)
I wasted $3500+ on a bed that is SO obviously defective that my wife and I are forced to ALTERNATE SIDES nightly just to minimize each others' suffering. (with my existing back and hip problems so bad, when it is my turn to be on the DEFECTIVE side, I end up on the couch within an hour or two)
Purchased a new arrival floor model mattress was advised the 10 yr warranty would still be valid. Well 5 yrs after spending $1700 on a Simmons Beauty Rest World Class 200 both sides of the bed are sagging and the middle has a large lump in it. I called about the warranty and was advised that on the invoice it was marked sold as is making the warranty invalid? Misleading information. I will never buy another product without doing research or reading the fine print on an invoice.
Mattress Giant is a mattress specialty retailer based in Addison, TX. Mattress Giant offers a general assortment of mattresses, including models from International Bedding Company, Kingsdown, Lady Americana, Natura, Nature's Sleep, Sealy, Simmons, Spring Air, Stearns & Foster and Tempur-Pedic. Mattress Giant has mattress stores in over 10 states serving a number of different metro areas.
Mattress Giant was acquired by Mattress Firm in 2012. Mattress Giant acquired Clearwater Mattress in 2008.
Stores Located In:
Delaware, Florida, Georgia, Illinois, Maine, Maryland, Massachusetts, Minnesota, Missouri, New Hampshire, New Jersey, Pennsylvania, Rhode Island, Texas
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