Mattress Firm

Don't believe their customer satisfaction guarantee. I purchased a high end pillow top mattress last year. After six months the mattress started to slump quite a bit on the side of the bed I sleep. I am of average size and weight. I started the exchange process and this is what happens: (1) You have to submit a request via email, no calls permitted. (2) After waiting a couple weeks they send you a form, you have to pay a 25.00 fee to have them come and measure the depression in the mattress. That took another 2 weeks. (3) Once they come out to your house they have a whole premeditated routine to measure the depression that favors Mattress Firm. This “independent” vendor uses a heavily weighted anchor with a string and pulls it across the bed. This set the level line down into the mattress, not on top. They then take a very, very light plastic measuring tool with very wide base to offset the depression and set in ruler where the depression is the deepest. Total scam. In my case this still bared out a 1 and 1/4 slump. They rejected the claim. Unbelievable. I could have set a lacrosse ball in the depression, measured it, and the sag would be 2 inches. I caution you to not buy based on the customer satisfaction you think you might get from Mattress Firm.