Should You Buy a Mattress Online or in Store? What To Know Before You Shop

We spend nearly a third of our lives sleeping or attempting to do so, which means a high-quality mattress is a bedroom essential to restore, relax and ease a day’s worth of aches and pains.

But with the convenience of online shopping, consumers are now researching mattresses on websites before examining them in person, sometimes going so far as to buy them sight unseen or untested.

Of course, there are benefits for each option, and most e-retailers, including Mattress Firm, offer multimonth sleep trials that allow customers to play Goldilocks and return or exchange their purchase, free of charge, if it’s not a perfect fit.

That said, it’s important to keep in mind that mattress selection is highly personal based on comfort, support and alignment, and no specs or reviews will take the place of an in-person evaluation and working directly with a Sleep Expert^®.

Debating whether to buy a mattress online versus in a store? Read on for the pros and cons of both approaches.

The perks of shopping for a mattress online and in store may vary by person and their individual needs, but there are a multitude of unique benefits to support either preference.

For online purchases, the selection is undeniably robust. Rather than hopping from shop to shop, customers have access to every brand and model at their fingertips for easy viewing. Browsing a website also allows users to conveniently and efficiently shuffle through thousands of offerings with filters such as price, rating and firmness level.

A mattress is an important (and often expensive) long-term investment, so testing it in store makes the most sense for those who are notoriously particular. The process allows customers to evaluate a checklist of characteristics, from comfort and feel to pressure relief and material.

Many models also boast one-of-a-kind support and spinal alignment features that are tailored to preferred sleeping positions. This may include edge support, motion isolation and responsiveness to movement—characteristics that one simply can’t experience with the click of a mouse.

There is also, of course, the added benefit of having a Sleep Expert walk you through the process. They’ve seen practically every type of sleeper and are aware of the inventory that will suit personal preferences and budget. This face-to-face advice is invaluable.

Perhaps the biggest advantage of shopping in person, out of sheer convenience, is that customers are statistically less likely to return their purchase.

According to data from the International Council of Shopping Centers, the rate of returns for in-store purchases versus online ones is three times lower. Returns are most commonly due to damage, an item not fitting in a space, disappointment in quality and receiving an incorrect order.

There is also the psychological element of interpersonal influence. Studies show that baseline empathy with a sales associate will often result in a purchase and, subsequently, a lack of return, as there is a desire not to disappoint someone who has gone above and beyond to provide stellar service.

Having to return an online purchase, especially a mattress, can also be a logistical and financial nightmare, as mattresses are often extremely heavy and large, and returning one may require additional fees to schedule an at-home pickup.

Austin-based Sleep Expert Tamara Villegas has successfully assisted hundreds of customers in finding the mattress of their literal dreams. Here’s why:

Sleep Expert guidance

Meeting your perfect (mattress) match has nothing to do with luck and everything to do with Mattress Firm’s Sleep Experts. With 200-plus hours of training under their belts, they’re more than just salespeople. They’re serious about your sleep and will get to know you and your sleep goals for a personalized shopping experience. With unparalleled expertise, they’ll give you mattress shopping tips and find you a new bed in no time.

A Mattress Firm store is in your neighborhood

When looking for the best place to buy mattresses, nobody wants to make a long trek across town. Luckily, Mattress Firm has more than 2,400 mattress stores in 49 states, so you don’t have to go out of your way to buy a mattress in store when one is just around the corner: Find your nearest store.

The right bed is right here

No matter how much online shopping you do, nothing beats falling in love with your new mattress in person in the showroom by testing a product side by side and immediately determining whether something works. “The first advantage of buying in-store is the ability to see and try your new sleep system right away,” Villegas stresses. “I would say customers make a more informed decision because they will get to bond and connect with their mattress choice from the start.”

In-store exclusives

Whether it’s in-store-only discounts like floor models or Mattress Firm’s value zone beds, you can snag some great deals and better prices in person that may not be available online. Plus, some of the top-brand mattresses are available to try, buy and take home the same day.

Certified reviews, word of mouth, extensive research and plain ol’ luck can certainly lead to successful mattress purchases online, though it does carry some risks.

Comfort perception and needs, for example, vary by person. While someone may swear by a mattress’s firmness, others may consider it too soft and squishy. After all, sleeping is a completely subjective experience due to different body types, sleep positions, comfort preferences and support needs.

While it may be difficult to assess a mattress by product descriptions alone, most retailers go above and beyond to provide extensive details, down to measurements and weight. This will also include warranty information to address money-back guarantees, as well as return instructions.

Relying on the knowledge and expertise of a Sleep Expert is a priceless component of shopping for a mattress in person.

A Sleep Expert can gauge what models will best accommodate your preferred sleep position, body type, temperature preference, pre-existing aches and pains, as well as materials and budget.

Rather than selling solely to make a commission, Sleep Experts are trained to find a mattress that someone will enjoy and appreciate for the long haul. A returned mattress is also a headache for stores that need to make room for new inventory, so it’s just as important for these businesses to ensure that you’re truly happy with your purchase.

Shopping online can make a lot of sense, especially for the guy or gal on the go who doesn’t have the time to stop in a store.

Most companies are backed by replacement warranties or even full refunds, should a mattress fall short of expectations. Online is also ideal for those who already know what brands they like and are simply looking to upgrade something that’s old or getting downgraded to a guest room.

If you’re someone who likes to see every option before you purchase a bed, buying a mattress online, be it from traditional vendors or online mattress companies, can be a good bet. But sometimes, it’s exactly that—a bet—if you’re willing to buy a mattress without testing it out in person. “It is a little risky,” Villegas says, “but it all comes down to what matters to customers.” If you decide online shopping is the right path for you, with Mattress Firm’s warranty, you have up to 120 nights to make sure you love it or your money back.

One advantage to online mattress shopping, Villegas notes, is that it removes the pressure some customers feel and “gives a better selection.” Plus, you can read customer reviews to see what shoppers are raving about. Maybe you’re looking for a guest bed, or you’ve already tried a few mattresses and know exactly what you want. Additionally, newer products like bed-in-a-box (also known as mattress-in-a-box) make it easier than ever to get a bed shipped straight to your door and set up in no time.

Shopping online can give you the whole picture of the wide selection of beds a vendor carries. Plus, seeing everything at once and reading customer mattress reviews can make the process more efficient, depending on what you’re looking for.

Pro tip 1

Make sure the site you’re ordering your mattress from has reasonable policies not just for delivery but also setup and haul-away. This is especially the case for smaller online stores that may not have as many customer support resources at their disposal. It’s easy to forget that replacing a mattress involves dealing with your old mattress too. Mattress Firm’s delivery and shipping services include a variety of options, including not just free delivery but new mattress setup and haul-away service to save you the hassle.

Pro tip 2

Look up store return policies for online orders. One of the potential risks of buying online is not being able to try out a mattress before you buy it. Mattress Firm has a 120 Night Sleep Trial that’s good for both in-store and online orders, which gives you a four-month trial period where you can return a mattress or exchange it for a different mattress for any reason with a processing fee.

Ultimately, a consumer’s choice to shop online or in store is completely dependent upon their individual needs. While in-store perusing and expert guidance certainly create the most confidence among shoppers, shopping in store is not as convenient as ordering a mattress with a phone or computer from the comfort of your own home. There is no right or wrong answer, so long as the end product leads to many nights of high-quality Zzz’s. After all, at Mattress Firm, our goal is to make better sleep easy.