Mattresses are high-value items, so it’s essential to ensure you have recourse if there’s a problem with your new bed. Although a decent mattress should last for many years, there’s always a chance that you will receive a faulty mattress or one that sags too quickly. Mattress warranties protect you by providing you with the opportunity to get a repair or refund if your bed doesn’t live up to expectations.
If you buy a bed from the famous retailer Mattress Firm, you may wonder what the Mattress Firm warranty is. The answer to this query isn’t simple because Mattress Firm sells beds from third-party manufacturers that provide their own warranties. In this article, we’ll demystify the Mattress Firm warranty policies and procedures to help you understand what to do if you end up with a faulty bed.
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What is Mattress Firm?
Mattress Firm is a well-established company and the biggest mattress retailer in America. It stocks an impressive range of popular mattress brands, and you can buy online, in-store, or over the phone. Today, there are more than 2,000 brick-and-mortar Mattress Firm stores across 49 states.
As the company is so widespread, it’s highly likely that one of your local sleep stores is a Mattress Firm. Therefore, a huge number of Americans sleep on beds bought from Mattress Firm. If this applies to you, it’s essential to understand what the Mattress Firm warranty procedures are.
What Beds does Mattress Firm Sell?
One of the reasons that Mattress Firm is so popular with consumers is that it sells an enormous range of popular brands, offering an exceptional amount of choice. Its prices range from very cheap budget models to premium brands costing $2,000 or more.
The Mattress Firm range includes a wide variety of constructions, including memory foam, innerspring, and hybrid mattresses, in every size from baby crib to California King beds. The most popular brands in the Mattress Firm range include Tempur-Pedic, Purple, Serta, and Sleepy’s. Therefore, there should be a Mattress Firm bed to suit all tastes, sleep styles, and budgets.
Mattress Firm also sells a full range of additional sleep products, including frames and foundations, bed linen, pillows, and kids’ products.
One of Mattress Firm’s standout features is its ‘120-Night Low Price Guarantee’. The company promises that if you buy a mattress and it then goes on sale within 120 nights of purchase, even from a different retailer, it will refund you the difference. Therefore, you can be sure of getting the best deal available when you buy from Mattress Firm.
What is the Mattress Firm Warranty?
There is no single ‘Mattress Firm Warranty’ because the retailer sells beds made by other companies. Therefore, warranty lengths and terms depend on which brand and model you buy. These terms differ across manufacturers. However, the average mattress warranty length is around ten years. Most mattress warranties cover split or cracked foam, protruding or broken springs, and deep body indentations or sagging. You should check the brand’s policy to find out what it includes.
However, Mattress Firm supports its customers to file a warranty claim in most circumstances. Some of the brands it carries handle their own warranty claims. These brands are:
- Legget & Platt
- Pacific Coast Feather Company
If you purchase one of these brands, Mattress Firm can’t help you file a warranty claim. Instead, you should contact the company that made your bed. You’ll probably need your original invoice to file a claim with an individual manufacturer.
If your mattress isn’t one of these brands, Mattress Firm can handle your warranty claim for you. Mattress Firm reminds customers that it is limited with the help it can offer depending on the manufacturer’s warranty terms and conditions. Please note that Mattress Firm warranties don’t cover shipping or service costs associated with having your mattress repaired, replaced, or inspected.
Filing a Mattress Firm Warranty Claim
There are two options for starting a Mattress Firm warranty claim, and you can choose the one that’s most convenient for you.
This option is the quickest way to file a Mattress Firm warranty claim for free. To get started, you need to sign into the Mattress Firm customer portal here. You will need to create an online account if you don’t already have one. Fill in the questionnaire about the product’s fault. There is a printable download to help you measure any indents or sagging. The portal will ask you to upload photographs of your product for Mattress Firm to inspect. If you can give adequate information, you should get your claim results within 5-10 working days.
This option costs $79.99, but it may be more convenient if you’re short on time or don’t have the tech necessary to photograph your product and upload it to the customer portal. Mattress Firm will arrange a third-party mattress inspector to assess your mattress in your home. Results usually take between 2 and 3 weeks.
Mattress Firm responds to eClaims and third-party inspection requests within five business days. However, please bear in mind that the Mattress Firm Warranty Claim Center is shut on Sundays.
Mattress Firm Warranty Core Exclusions
Certain factors could affect your Mattress Firm warranty claim. Check these core exclusions first before you initiate a claim.
If you bought your new bed less than 120 days ago, you might be entitled to an exchange under Mattress Firm’s 120-day sleep trial. In that case, there is no need to file a warranty claim. You can find more information on the Mattress Firm sleep trial policy later in the article.
To file a Mattress Firm warranty claim, you must have the original law tag that states the model and manufacturer, warranty period, and date of manufacture. If you don’t have the tag, Mattress Firm cannot file a warranty claim on your behalf.
If you bought a clearance, outlet, display, or preowned mattress, it won’t have a warranty. Therefore, you can’t make a claim if the bed develops a fault unless you purchased an extended warranty through Firm Care at the time. Customers who bought an extended warranty for their mattress should contact Firm Care to initiate the claim process. You will need your invoice to do this. If you can’t find it, you can request a new copy here.
As we mentioned above, some of the brands sold by Mattress Firm handle their own warranty claims. You can find a list of these manufacturers earlier in the article. If your bed comes from one of these brands, you must directly contact the manufacturer to make a claim.
Please bear in mind that Mattress Firm can only help with your warranty claim if your bed is in good condition. Any warranty is void if your mattress is stained or in unhygienic condition. Therefore, we recommend using a mattress protector to keep your bed clean.
Mattress Firm Warranty Claim Fees
Filing a warranty claim online on the Mattress Firm website is free. However, if you choose to have a third-party inspection, there is a $79.99 fee payable, as we mentioned above. You may also need to pay for a third-party check if Mattress Firm can’t assess your claim based on the information you provided on the customer portal.
If your claim is successful, Mattress Firm charges a $79.99 delivery fee for your mattress exchange. However, if you paid an inspection fee, this covers delivery, so you don’t need to pay twice. If your claim is unsuccessful, the inspection fee is non-refundable.
Mattress Firm Sleep Trial
All Mattress Firm mattresses come with a 120-night sleep trial that allows you to return or exchange your bed for any reason if you don’t like it. Therefore, you won’t need to claim on the warranty if you discover a defect within this timescale.
This trial is slightly longer than average in the mattress industry. It comes with a mandatory 21-night settling-in period, so you must use your bed for at least this long before returning or exchanging to allow yourself to get used to it.
If you don’t want to keep your mattress, Mattress Firm will exchange it for a different bed in the first instance. You must pay the return delivery cost of $99.99 and a restocking fee of 10% of the mattress purchase price, which will not exceed $250. If you don’t like the second mattress, you can return it for a refund. Mattress Firm will deduct a further $99.99 delivery fee and a restocking fee of 20% of the original purchase price, which will not exceed $500. You can only make one exchange and return per mattress.
There are specific exclusions to the Mattress Firm sleep trial. Mattress Firm doesn’t honor the Sleep Trial if your mattress is stained, damaged, or unhygienic. Therefore, we recommend covering your bed with a mattress protector to keep it in good condition. You should also keep the law tag attached, as removing it will void the trial according to Mattress Firm’s terms and conditions. The sleep trial isn’t valid on special order mattresses such as split firmness beds or California King models.
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Do you still have questions about Mattress Firm warranties or buying a mattress from Mattress Firm? In this section, we’ll answer any remaining queries to help you understand the Mattress Firm warranty policies and procedures.
Q: Does Mattress Firm have a warranty?
A: Mattress Firm doesn’t issue its own warranties. Mattress firm mattresses come with warranties given by the original manufacturer. However, the company will help you make a warranty claim in most situations, although there are some core exclusions, as we explained earlier in the article.
Q: What is the Mattress Firm warranty?
A: The original manufacturer issues mattress Firm warranties, so lengths and terms differ from brand to brand. The average warranty length is around ten years, and most cover broken or protruding coils, deep body indentations, and cracks in the foam. However, you should check each manufacturer’s warranty policy before you buy it.
Q: How long is the warranty on a Mattress Firm mattress?
A: The average mattress warranty length is ten years. Cheaper mattresses may have a shorter warranty length, although the price doesn’t necessarily determine the length. Some beds come with more generous warranty periods, including ‘Forever’ or ‘Lifetime’ warranties that last for as long as you keep the mattress.
Q: What are the Mattress Firm warranty exclusions?
A: You can’t make a warranty claim on a mattress bought from Mattress Firm if the bed is stained or dirty. You must also retain the law tags to provide the information necessary to process your claim. Outlet, floor, and clearance mattresses from Mattress Firm don’t have a warranty. Special order mattresses like split firmness models don’t come with a warranty, but you can purchase an extended warranty from Firm Care.
Q: Do mattress warranties cover sagging?
A: Most mattress warranties cover sagging, although this has typically to be a certain depth, as stated in the warranty documents. Mattress warranties don’t usually cover gradual sagging caused by expected wear and tear over long periods.
Q: How do I claim on a Mattress Firm warranty?
A: You can file a free claim through the Mattress Firm website’s customer portal by providing written and photographic evidence. Alternatively, you can arrange a third-party inspection for a $79.99 fee. You may require a third-party check if Mattress Firm can’t make a decision based on the evidence you provided online. Some of the companies carried at Mattress Firm handle their own claims, and you will need to contact them directly as Mattress Firm can’t help in this situation. You can find further details about this earlier in the article.
Q: What will void a Mattress Firm warranty?
A: Mattress Firm warranties are void if the bed is stained or unsanitary. For this reason, we recommend covering your bed with a mattress protector. Although terms vary depending on which brand you purchase, most Mattress Firm models require you to place the mattress on a flat, supportive surface for the warranty to remain valid. You should also retain the law tag that came with your new bed.
Q: What is the Mattress Firm return policy?
A: All mattresses sold at Mattress Firm come with a 120-night sleep trial. This trial has an obligatory 21-night settling-in period. After 21 days, you can exchange your mattress and receive credit towards a new bed, minus a $99.99 delivery fee and a 10% restocking fee not exceeding $250. If you still don’t like the second bed, you can return it and receive a refund minus another $99.99 delivery fee and a 20% restocking fee not exceeding $500.
Q: How much is the Mattress Firm delivery fee?
A: Mattress Firm offers free delivery on all new mattresses. However, if you aren’t in for your arranged delivery, you must pay a $99.99 re-delivery fee. This fee is also payable if you return or exchange your mattress under the 120-night sleep trial.
Q: Can you pick up a mattress from Mattress Firm?
A: Some stores allow you to pick up your mattress yourself. You should contact your chosen showroom directly to check if it allows pickup.
Q: Are Sleepy’s and Mattress Firm the same?
A: Mattress Firm took over the Sleepy’s sleep store brand, so the stores are now Mattress Firm stores. You can still buy a Sleepy’s mattress from Mattress Firm stores.
The Bottom Line
While there isn’t a Mattress Firm warranty, all the beds from this popular retailer come with a manufacturer’s warranty. Although Mattress Firm doesn’t issue warranties, it is very helpful when customers wish to file a claim. Under most circumstances, Mattress Firm will file a claim on your behalf to save you time and inconvenience.
However, there are some circumstances when Mattress Firm can’t help with a warranty claim. Some of the brands carried by Mattress Firm prefer to handle warranty claims themselves, and you can find a full list earlier in the article. You can’t claim under a Mattress Firm warranty if the bed is dirty or stained, so we recommend covering your new bed with a protector.
Before you buy a bed from Mattress Firm, you should check the warranty terms and conditions from your chosen model’s manufacturer. Mattress Firm has an excellent customer support service who can help you find out and understand warranty terms and conditions. Ultimately, you should make sure that you’re happy with the warranty length and coverage before you buy a bed from Mattress Firm, and these differ widely across brands.