Complaint Review: Mattress Firm

I purchased a standard adjustable bed frame in mid-April from a local mattress firm. Once we got it home, we opened the box and the directions were totally crumpled and literally torn to pieces. My husband found a copy online and printed them out so we would have a proper guide. Once we got the frame out together (which, despite their claims is not as "easy” as you would believe), we put the king box spring and mattress on top, only to find that the adjusted fit was not to scale. Then we had to readjust the frame twice to fit. Once the bed was totally done, we sat in it and heard the loud clinking noise like metal clinking together. Needless to say, the frame was of very poor quality. A week later, I called the store to find out the return policy, only to discover that the frame was a final sale (exchange only). At no point in time was this mentioned in the purchase process. The employee I spoke with wanted to make amends and offered to upgrade the frame to a max version and we shouldn’t have any problems, as long as we brought the old one back reboxed and taped. So, thats what we did. We returned the old one and picked up the max frame.

With no time to waste, we put the max frame together and put the set back on top. To our dismay, the metal clinking got worse. I was hoping that perhaps it was something that needed a little time to settle but here we are a couple of months later and everytime we sit on the bed it sounds like a blacksmith’s factory. If myself ir my husband flips over during the night we’re both awake from the noise. The frames are just terribly made and not fitted properly. Im more disgusted by mattress firm’s policy that won’t allow returns, but now I know why. I wish I would’ve waited for that Amazon order instead of anxiously driving down the street to the store. Shame on them for these loud ratchet frames that sound like toys. My nephew has Legos that are more sturdy. Im terrified to think about what this is doing to the mattress. I would sell it on Facebook marketplace but my seller history is too good on there to sell this junk.