Mattress Firm Doral

UPDATE: I changed my review from 1 star to 5 stars because, after I posted my original review, corporate reached out and requested additional photos of the mattress. I promptly provided the photos, and my warranty claim was approved the very next day. While it’s unfortunate that it took a negative review to get a response, I appreciate that the issue was ultimately resolved. I’m happy to report that my replacement mattress is scheduled to be delivered this Friday. Thank you to everyone who assisted in getting this matter settled. I am writing this review about Mattress Firm as a corporation, not the Doral store location. The employees at the Doral store have been extremely helpful and have genuinely tried to assist us throughout this process. Unfortunately, the issue lies with the company’s handling of our warranty claim. We purchased a high-end Beautyrest Black mattress in February 2025, spending nearly $5,000 with the expectation that it would provide years of comfort and support. Instead, within less than a year, the mattress began to sag significantly, causing worsening back pain. Even employees at the store acknowledged that, on occasion, customers may receive a defective mattress. Two months ago, when we returned to Mattress Firm to purchase a mattress for our son, we were informed that they no longer carried the same Beautyrest Black model because it had been experiencing defects and customers were returning them. We have carefully followed every instruction and policy provided by Mattress Firm to submit our claim. We have sent multiple photos showing the measurements of the indentations using a ruler, exactly as requested. Yet, despite complying with all of their requirements, we continue to be told that the evidence is “not enough.” We have repeatedly asked for a representative to come inspect the mattress in person, but our requests have gone unanswered. At this point, it feels as though our concerns are falling on deaf ears. It is incredibly disappointing that a company can so easily sell you a product, but when it comes time to honor a warranty and exchange what appears to be a defective mattress, they make the process so difficult that customers eventually give up. A $5,000 mattress should not deteriorate in less than a year. We are simply asking Mattress Firm to stand behind the products they sell and do the right thing by honoring their warranty commitment.

I had such a great experience at Mattress Firm and wanted to share how impressed I was with their customer service. From the moment I walked in, the staff was welcoming, patient, and genuinely helpful. A special thank you to Hubert, who went above and beyond to help me find the perfect mattress. He really took the time to understand what I was looking for, answered all my questions, and made the whole process easy and stress-free. You can tell he truly cares about helping customers make the right choice, not just making a sale. Thanks to him, I’m finally getting the comfortable sleep I’ve been needing! Highly recommend this location if you’re looking for great service and knowledgeable staff.

So far, everything has been great. The salesman was very kind and extremely knowledgeable. Buying a mattress is a big decision, so having someone patient who truly understood my concerns made all the difference. I visited other branches, and this was by far the best experience. On top of that, he spoke my language, which was a big plus.

We learned so much about the new technologies involved in mattresses from Marianna! We hadn’t bought one in many years, so her knowledge and patience helped us tremendously in our decision to choose the right one for us. Marianna answered all our questions and concerns. She is an absolute asset to this store and to this company. We recommend her totally.

Farides was incredibly attentive and kind. She helped me pick out a king mattress within my budget when the one i wanted was no longer in stock. Recommending this store to everyone i know! Thank you so much ❤️