Delivery
What time will my mattress come tomorrow?
You will receive your 2-3 hour delivery window this evening once the deliveries are routed. You will also be able to track your delivery tomorrow online at mattressfirm.com/tracking.
I can absolutely help you with this. You will see your refund within 7-10 business days.
I just purchased my mattress from the store last month, but I don't like it. Can you help me return it?
I'm sorry that you're not happy with your purchase. I'll be more than happy to help. Please visit your local showroom and they will be happy to assist you with processing your return.
The sales associate at the store told me about the 120 Night sleep trial, I would like to exchange my mattress.
I'm sorry that you're not happy with your mattress. Please visit your local showroom and they will be happy to assist you with processing your exchange.
The drivers were just here, but they brought out a Queen instead of a King mattress. I did not accept the delivery.
I'm so sorry that this happened. Since the order is still out on the truck, we are unable to make changes to it at this time. Please contact us tomorrow and we will be more than happy to assist you with rescheduling the delivery for the correct mattress.
I want to schedule my delivery, but I need it to be after 5 pm.
-We can only schedule the delivery day.
-Once the warehouse has routed the delivery, you will receive a call the night before with a 2-3 hour window.
-You will also be able to track the order online on the day of at mattressfirm.com/tracking.
My order is out for delivery today and I want to cancel the order.
Since the order is still out on the truck, we are unable to make changes to it at this time. Please contact us tomorrow and we will be more than happy to assist you with cancelling your order.
I received my mattress via FedEx last week. It's not comfortable and I would like to return it.
I would be more than happy to assist you with this. Please donate the mattress and send us the donation receipt. You will receive your refund within 7-10 business days.
I don't like my sheets, it doesn't match my room. Can I get a different set?
I'm more than happy to assist you today. I do apologize, however all accessories are final sale items and cannot be returned or exchanged.
The drivers delivered my box spring yesterday but I just noticed there is a tear on the bottom.
I am so sorry to hear this and happy to help. I am going to send you an email shortly, please reply to the email with photos of the damage. Once received, I will contact you to schedule the exchange at no cost to you.
My delivery was supposed to be this morning, I wasn't home and I need to reschedule.
Since the order is still out on the truck, we are unable to make changes to it at this time. Please contact us tomorrow and we will be more than happy to assist you with rescheduling the delivery.
I can't get in touch with the store, but I need to cancel my order that I placed last week.
I'm sorry that you're not happy with your purchase. I am happy to assist. Unfortunately, we are not able to make changes to your order since it was placed in the store, however I will send an email to your sales associate to contact you.
I had my items picked up on Saturday. When will I see my refund to Synchrony?
I'll be more than happy to assist you with this today. You should see your refund in your Synchrony account within 1-2 billing cycles.
I ordered a mattress online a week ago and I think the mattress is too hard.
I am happy to assist you today. We recommend giving your mattress 21 days to fully break in. If after 21 days you are still not happy with the mattress, please feel free to give us a call and we'll be more than happy to assist with the exchange.
FedEx just dropped off my order but the box is wet and I need a new mattress.
I'm sorry to hear this, I'll be happy to assist. I am going to send you an email shortly, please reply to the email with photos of the damage. Once received, I will contact you to process the new order at no cost.
I just got my 2 hour window, it doesn't work for me and I need to change it.
We are unable to change the delivery window, however if you would like we can change it to another day when you are available to accept delivery.
!!! Daily Double !!!
I placed an order at the Houston Rodeo today, but when I got home, I realized that I don't want it anymore. I need to cancel.
I'm sorry that you're not happy with your purchase. I'll be more than happy to assist with this. Please contact your sales associate to process the cancellation.
I'm looking for the status of my refund.
I'll be more than happy to assist you with this today. To check the status of your refund please visit www.mattressfirm.com/refunds
I purchased a outlet mattress and I want to get a softer one.
I'm more than happy to assist you today. I do apologize, however all outlet items are final sale and cannot be returned or exchanged.
!!Daily Double!!
Your drivers just left and they tracked dirt in my house. (web order)
I'm sorry to hear this. I'll be more than happy to assist. I am going to send you an email shortly, please reply to the email with photos of the area. I'm also going to contact the warehouse and let them know.
**If guest is looking for compensation, you can refund the delivery fee**
!!!Daily Double!!!
The drivers just left and refused to remove my items. They said it was dirty!
I do apologize for the inconvenience, however for all haul offs, each item must be in sanitary condition to be removed from the home by our drivers or placed on a truck with new products that are out for delivery
I received the tracking number for my mattress, however I don't want the mattress anymore.
I would be more than happy to assist with cancelling your order. I will send the request over to our transportation department to see if we can cancel the order. If the order is delivered, please give us a call so that we can schedule a pick up via FedEx.
I purchased a mattress online that came with a free base and I would like to return the mattress.
I'd be more than happy to assist with this return. Just a reminder, there is a 20% restocking fee, return delivery fee, and the cost of the free adjustable base will be deducted from your refund.
I think my Tulo mattress is too hard for me, I would like to get a Sleepy's mattress delivered via Red Carpet.
I'll be more than happy to assist with this exchange today. Since you have a Tulo mattress, there are no restocking fees. You will only be responsible for the delivery fees since you are receiving a Sleepy's mattress. Which mattress would you like?
My tracking number is showing that my order was delivered today, but I don't have my mattress.
I'm sorry to hear this. I'm happy to assist with this issue. What I would need to do is contact FedEx to file a trace. In the meantime, I'll go ahead and get a new mattress shipped out to you.
**When calling FedEx, let them know if found, return it to shipper**