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Idle Sleep

Idle Sleep

 1.0/5 (43 ratings)
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About Idle Sleep

This profile has not been claimed by the company. See reviews below to learn more or submit your own review.

Idle Sleep is an online mattress company that offers a wide range of mattress styles and bed accessories. Idle’s mattresses come in hybrid, eco-latex or pure-gel memory foam materials. Many of the mattresses also include two free pillows along with the company’s latest promotional discount. The company offers free shipping, free returns and a lifetime warranty. The company includes an 18-month risk-free mattress trial.

Overall Satisfaction Rating

  • 5 stars
  • 4 stars
  • 3 stars
  • 2 stars
  • 1 stars

Pros

  • 18-month money-back trial
  • Free shipping and returns
  • Four mattress types

Cons

  • Few accessory options
  • Expensive

Bottom Line

Idle mattresses are perfect for customers who want a quality mattress with a streamlined shopping experience. The company offers free shipping and returns, and its mattresses come with an 18-month money-back trial.

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How do Idle mattresses work?

After browsing the selection of Idle mattresses on the company’s website, you can purchase the one that best suits your needs and have the company ship it to your home for free. From there, you have 18 months to decide if the mattress is right for you. Send it back at any point within the 18-month timeframe to receive a full refund.

Idle Sleep mattresses include Rapid Response technology and Cooling Buoyancy and are made from CertiPUR-US-certified foams. Customers can use Idle Sleep’s firmness scale to identify which mattresses are ideal for their preferred sleeping position.

The company also sells mattress accessories, including foundation bases, adjustable bases and mattress protectors.

Idle mattress cost

The cost of Idle mattresses ranges from $449 for a twin-size Idle Gel Foam mattress to $2,498 for the All Natural Latex Idle mattress.

The price for queen-size mattresses are:

  • Idle Gel Foam: $749
  • Idle Gel Push: $1,249
  • Idle Hybrid: $1,420
  • Idle Natural Latex: $2,141

Customers do not pay for shipping or returns. Bed accessories, such as the adjustable base that ranges from $449 to $898, are also available. Idle Sleep offers multiple flexible financing options using SatisFi from Synchrony. The company also regularly runs promotions for 0% APR for 60 months or a similar value.

Idle Sleep mattress customers can take advantage of the 18-month risk-free trial for free. If you decide you do not like the mattress within the 18-month period, you can send it back to Idle Sleep free of charge and receive a full refund.

Idle Sleep FAQ

Who owns Idle Sleep?
Idle Sleep is owned by parent company Idle Group LLC. This company also owns brands such as Mend Sleep and Haven.
Does Idle Sleep offer hybrid mattresses?
Yes, Idle Sleep sells hybrid mattresses that have supportive coils and foam. The Idle Sleep Hybrid mattress is a best seller, and the company states it provides 400% more support than regular memory foam.
Are Idle Sleep mattresses good for side sleepers?
Yes, the Idle Sleep Hybrid mattresses are good for side sleepers because the materials relieve pressure placed on joints in that position. Use Idle Sleep’s firmness scale to determine which specific mattresses are preferred for side sleepers.
What are Idle Sleep mattresses made of?
Idle Sleep mattresses are made of either coils and foam (hybrid), gel foam, gel plush or natural latex. All mattresses are made with CertiPUR-US-certified foams.
Where are Idle Sleep mattresses made?
Idle Sleep mattresses are made in and shipped from Illinois and South Carolina.

Is Idle Sleep worth it?

Idle Sleep mattresses are good for those looking for an online purchasing process and a risk-free, money-back guarantee. Idle gives customers 18 months to decide if the product is right for you. If not, you can return it for free and receive a full refund. The company’s lifetime warranty ensures that you are covered if your mattress begins to wear down from use, body impressions or other issues.

Idle Sleep Reviews

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Page 1 Reviews 0 - 30
Rated with 1 star
Verified Reviewer
Original review: Sept. 10, 2021

I purchased a medium hybrid mattress from this company in June. Relatively quickly I realized this mattress was not of good quality as it had massive sinkage! I contacted the company and the answer was to send me a topper. I'm sorry isn't that if something is too firm? Regardless, I let them know I wanted to return it and get a refund. They straight up told me they no longer accept returns as they will not provide a return label and they will not have someone come pick it up. They asked me to donate it! Donate a used mattress during Covid? Good luck.

How do you send back a 125 pound spring mattress anyhow? NO SENSE! I have heard Load up stopped working with them as they weren't getting paid. I have since filed a dispute with PayPal and was denied because Idle Sleep told them I needed to return the mattress!! Um ok. I then filed a dispute with PayPal Credit. Was originally awarded a refund then 2 days later it was denied. Idle sleep had 2 billing cycles to respond. They must have responded with another lie. I shouldn't have been denied as this mattress is defective. I have no idea what Idle sleep told them?!?!

I have been emailing Idle sleep company for a month with zero response. I want this horrible mattress and my 1500 dollars back. I feel like they are holding me and my money hostage at this point. I have sent PayPal so much proof that this company is ridiculous so I don't know what else to do? I hope you find this page before you send them any money because you will not be satisfied. BUYER BEWARE!!

9 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: Sept. 1, 2021

Idle Sleep claim a 18 month trial period. I purchase a mattress from them. It didn't work out for me, tried to return it. They have not and still will not communicate with me at all. Dozens of messages on their website, and emails as well. They continue to take the payments but will not communicate to have the mattress returned.

11 people found this review helpful

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    Rated with 1 star
    Verified Reviewer
    Original review: Aug. 16, 2021

    Refund Policy is fiction. We purchased our mattress on 05/26/21 and Idle Sleep collected $1,255.09 from our account on 05/27/21. We were really hoping it would be the solution we’d been looking for. The mattress arrived 06/01/21. Unfortunately, the mattress did not address our needs, so we initiated refund procedures per their policy. We contacted Idle Sleep on 07/17/21 to initiate the refund. We received a reply asking why. And that’s was the last we heard from them. We have sent five emails with no replies. We have tried two different phone numbers more than 20 times. One number is always busy. The other has a recording prompting the caller to leave a message. There have been zero calls returned.

    Buyer beware: If you purchase their mattress and are satisfied, you’re good to go. If not, you’re screwed. Their refund policy is a scam. I’ve read their answers to critical reviews. If the customer used PayPal, then they say they’ve had technical difficulties with PayPal. If the customer used a credit card, then the response says that they having technical difficulties with that. I did note that they had no technical difficulties taking money from customers, using either method. Also worth noting: All reviews on their site are positive. There are no reviews posted for the month of July. I posted a critical review, and have yet to see it. I should’ve caught that when I was doing preliminary research. Not a single critical review (on their website).

    10 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: Aug. 13, 2021

    I ordered my mattress with Idle Sleep because of their trial period (18 months) and the mattress was able to be flipped. After several months my wife and I kept waking up with bad backs and hips. I contacted the company to get a refund. I was first offered a jell-top but I refused. Then I was offered 55% of the original cost and I could throw it out. I did not want this offer either. Finally I was told to donate it to a charity and have them sign the companies form proving this. No charity would take it due to COVID-19 and other health concerns. This is when I was told to just give it away to someone or throw it out. I found a woman that really needed it so I gave it to her and she signed off on the form. I faxed it back to Idle Sleep. I did not hear from them for several weeks. I tried calling them but I always got the same message "no representative available and call back".

    I started e-mailing them and would get the same response. "We are having issues on our back end that is delaying the refund process". I have started e-mailing them daily. Most of the time I would not get a response. Sometimes I would get the same e-mail about the back end. I don't believe this company will honor their own offer. My order number is **.

    8 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: Aug. 12, 2021

    I bought these mattresses in November, and received them in December. The mattresses are horribly made losing their support after just 4 months. Mattress sags where you lay on it at night. Due to health issues and other family dynamics, I put off contacting them for awhile, and just moved to guest room bed which had not ever been slept in. Same problem occurs after just 3 months. Finally went to tackle the issues with returning the mattress only to find out that Idle will not return emails, or phone calls. I sent my first email a week ago, my phone call 5 days ago, nothing despite repeated emails and phone calls.

    7 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: Aug. 11, 2021

    I ordered a mattress on 7/29 that says it is ready, but waiting for carrier. I have reached out 3 times between the website and emailing and have received no response. I understand that things are backed up due to the current pandemic, but it is not good practice to not update people on the status of their order, or to simply respond. I just want to have an idea of when my mattress will be here. I would also like a response.

    3 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: Aug. 10, 2021

    My mattress starting sagging after less than a year; I first called 6/10/21. I called customer service and was initially speaking with Zanick. Zanick requested pictures of the sagging, I sent the pictures and she initiated an exchange for a new mattress. I initially had a medium and Zanick agreed to change me to a firm. There was a lot of back and forth about their sister company “Load-Up” coming back to get the old mattress. As this was the start of the nightmare; as load-up wanted me to pay to remove the mattress!! Then as it turns out the arrangement that Idle has with them has ended for some reason??

    I have been emailing/calling since 7/25/20!!! No one has responded!!! I have tried calling their (888) number and it keeps saying "Sorry all of our agents are busy right now"??? So when are you not busy?? WHEN I THOUGHT THIS COULDN'T GET WORSE! I was sent a re-placement box that the mattress was sent to me and not only is it not in the best condition as my first order {which this appears to be a mattress already sent to someone else} but it is the WRONG mattress!! See attached. This was supposed to be a "FIRM" and this is a MEDIUM!!! What is going on over there??? When I spoke with Zanick she assured me it would be a FIRM??? I have been calling and emailing for Idle to come back and get this and give me a box that is in a NEW condition and not already bet sent to someone else!! And as well a FIRM mattress!! No one has gotten in touch with me still as of 8/5/21.

    3 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: Aug. 9, 2021

    Hello, They have removed their live chat function, do not respond to my emails (I emailed at least 5 times since Mid July), do not respond to Facebook messages, text messaging, anything. It's been 30 days, I want to return my mattress under their 18-month free trial. No response at all. I'm about to dispute it with my bank if there's no response after another week. Either let me return it with no hassle for a full refund or I can keep it for 80% refund.

    5 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: Aug. 7, 2021

    November, 2020 Ordered mattress. December, 2020 Received mattress. Winter, 2021 Tried the mattress out. The mattress was uncomfortable soft for us and caused back issues. Using their Chat feature I asked to return the mattress for a full refund per the company's 18 month risk-free trial period. A representative requested we try their mattress topper to see if that would correct the issue. They sent it; we tried it; it did not improve anything.

    May, 2021 Through the Chat feature I again requested to return for a refund. Representative "Amanda" gave me return options. OPTION 1 You can donate your bed to a local charity or non-profit, get a donation slip and send that to us for a refund of the mattress cost. This option is great since it will get a 2nd chance at life and doesn't end up in a landfill potentially. OPTION 2 We can schedule a pickup, we ask for the pickup receipt to be emailed to us once the bed is picked up and we will refund you the mattress cost. This option ends up in a landfill and the mattress doesn't always have a chance to go to someone in need.

    Believing myself to be a caring, decent responsible person I chose Option 1. I followed the instructions emailed to me, including taking a picture of the completed and signed donation slip that "Amanda" emailed me and I sent it in a response to my first initial email. Email from "Amanda" says "Thank you for sending that in....I have submitted a request for your Order no. **** to be refunded in the amount of ***. Kindly allow 5-7 business days for the funds to reflect on your account depending on your bank."

    August, 2021 Still no refund. Regularly trying to contact. No responses. Really concerned they won't refund the money due us. Calling (888) 986-4047 doesn't go through and displays User Busy. Calling (888)488-4353 has a message including "Sorry all our agents are busy right now" and "for faster response ... please email us at customerservice**** and then you can leave a voicemail. And sometimes you receive a text message that "it would be helpful to email us for a faster response at team**** Have a great day." Emails go unanswered. Chat, supposedly 7 days a week from 9:00 a.m. to 8:00 p.m. ET, is not working either.

    IF an internet article from newswire is to be believed, Idle Sleep is part of San Francisco's parent company Idle Group which also acquired Mend Sleep and also launched a new brand "Haven" and Resident Home and Nectar co-founder Craig Schmeizer is apparently Idle Group's CEO. I can't find additional contact information for Idle Group. I really don't know how to reach out next. Terribly confusing. Disappointed the mattress didn't work out; even more disappointed in the company. I purchased a new mattress from a brick and mortar. It gives us a good night's sleep. I don't believe I will ever risk ordering from an on-line mattress company again.

    5 people found this review helpful
    Rated with 2 stars
    Verified Reviewer Verified Buyer
    Original review: Aug. 6, 2021

    It took an excessive amount of time to receive my mattress and adjustable base once ordered. Trying to make contact with customer service for assistance proved nearly impossible only to be told just be patient. I was patient and finally received the mattress and base. During the purchase process I asked several times in different ways about the return policy and process as it seemed too good to be true. Well, I have unfortunately decided that I need to return the mattress. I cannot get through to customer service via phone because no matter what day of the week or what time of day I call the line is busy.

    I have also sent several messages to customer service via email and the contact us page on the website. It is so disappointing that the customer service is failing me after I did my due diligence on the front end of my purchase and now I cannot get any response for guidance on how to complete the return process. I hope that no one else falls victim to the poor customer service I have experienced.

    3 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: Aug. 5, 2021

    I ordered luxury firm both sides, I received luxury firm one side medium firm the other side. I was offered a 2” foam pad that would give me the firmness of a firm mattress, I declined stating that was a bandage fix, I was then asked to provide a photo showing the tag identifying the model number which I did, by the way my bed was manufactured in Slovenia for an unknown entity in the USA. These beds are not made in America. I also was informed about the donating the bed which I tried doing. I was informed by two nonprofit organizations that they cannot take beds due to body fluids or possible bed bugs. I emailed Idle Sleep about what I found out and have not heard back in weeks. I contacted my CC card company and filed a grievance, I have gotten the charges temporarily removed while idle sleep has 2 billing cycles to respond.

    Amazingly I did get an email response from idle sleep that says, "Congratulations we have fulfilled your order, we will be shipping your bed shortly," with a confirmation of what they said I ordered, I replied back, "I didn’t place an order but if you do ship the bed please send me the firm both sides" and yup idle sleep shipped me another bed that was medium one side firm the other and I did not place this order. I informed my CC company of this and asked not to allow that charge to go through, I have not been charged for an order I did not place but I do have another bed in a box taking up space in my garage that I do not want. I now wait sleeping on a bed I do not want with another bed in the box I did not order.

    4 people found this review helpful
    Rated with 1 star
    Verified Reviewer Verified Buyer
    Original review: Aug. 3, 2021

    We decided to return our mattress within the trial period and exchange for a different one, but we haven't been able to get in touch with them to arrange the return. The phone number on their website is disconnected, and they never responded to our multiple emails and Facebook messages. This is super scammy and really bad customer experience. We will consider seeking legal action if the problem still doesn't get resolved soon.

    3 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: Aug. 2, 2021

    Like many others on here, I have been promised a refund that has yet to come. Phones are not working, chat is offline and no one responds to email anymore. Seemed like it was going fine until it came to actually getting my money back. If anyone at the company wants to resolve this, my order number is **.

    2 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: Aug. 2, 2021

    Buyers Beware!!!! Run away, far away!!!! We ordered the Idle Hybrid Split King with adjustable frame last October and received it in December. That was a really long wait just for the item. After sleeping on it all this time, we’ve decided that it’s just not that comfortable. I contacted customer service thru the Chat feature and was told I could only receive the mattress refund and not the frame. I was offered a mattress topper to try for free. I opted to think on it.

    The next day I wrote back thru Chat again and spoke to someone new and selected the mattress topper option. That was July 16th that “Dalisha” processed the topper and said I would receive an email confirmation. I never received any email or anything and now the “Chat” feature no longer works and no phone number is listed anywhere on their website and they are not responding to any messages I’ve sent or any prior email messages that I’ve replied to!!! What is going on??? This is so dishonest and wrong!!! Why is this allowed to happen??? I now want to process a refund of the $1600 for just the mattress!!! Please do what’s right and process our refund for order #**!!!

    2 people found this review helpful
    Rated with 1 star
    Verified Reviewer Verified Buyer
    Original review: Aug. 1, 2021

    On 2/7/21 my husband and I ordered the Latex Hybrid mattress from Idle along with an adjustable base foundation after doing a ton of research on what mattress would help our back and hip issues. We knew at the time of ordering that there would be a month delay due to the manufacturing process but decided to order thinking a month wouldn’t be terrible but we would cope. We received our adjustable base and decided to put our old crappy mattress on it while we waited. No improvement to our sleep though. In March I reached out to customer service about where our mattress might be in the shipping process.

    Customer service got back to me immediately and apologized for the delay, saying that due to COVID there was a major need for latex to be used in PPE production and that they had to temporarily halt production. Understood. They offered us a $100 refund for the delay, which we happily accepted. I don’t even think we ever received that refund because it went back to a credit card we had already paid off and closed. Still no update though on when it might be back in production or ship. Reached out again in June because we were moving and I needed to update my address and I also wanted a status update. “Good news!” They said.. mattresses were back in production and we were on a “priority list” to be shipped out first.

    Well… we have moved since then and still no mattress. It’s now August 1 and I have sent customer service messages every day for the last week asking to cancel my order so we could receive a refund and move onto another company but no response. Mind you, this mattress is already paid off. They wasted no time taking our money but now that they haven’t delivered on goods, they have ghosted us. Complete bull. When we check the website to track our order it says the mattress was waiting on the carrier at the warehouse as of July 7th. They also advertise a chat on their website that can assist people but it’s obvious that was disabled because nowhere can you find a chat service. This company is taking people's money and no one is doing anything about it.

    4 people found this review helpful
    Rated with 1 star
    Verified Reviewer Verified Buyer
    Original review: Aug. 1, 2021

    Returned bed July 9th, 2021- picked up by Load up pictures sent as requested confirming return and received email from Idle confirming the return. Rep advised they are having issues with refunds. I told her I am fighting cancer. I need the refund asap to pay for meds. She said I will receive an email as soon as the refund is processed. I have not received anything. I have tried to contact the plan via email, no response. They have removed chat feature from their website. I left message at their phone number, you cannot speak with anyone just a message that we are busy and to leave a message. Order **. This refund issue has been going on since last Nov 2020 based on complaints below. It should have been resolved by now. I do not recommend buying from this company. I'm concerned this company may not be around much longer.

    6 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: Aug. 1, 2021

    We were very excited about the prospect of trying a mattress out before we committed, so we went ahead and purchased a king size mattress from this company. It was delivered quickly and we slept on it for about 6 weeks and realized that it was not going to work for us. I contacted the company and they quickly told us how to do a donation, which we did and sent the form in. It has now been about 6 weeks and we do not have a refund. We have tried to reach out to the company and gotten no response. Even appears that the chat feature is no longer on our computer, how convenient. So don't buy this mattress unless you want to keep it forever or throw your money away.

    4 people found this review helpful
    Rated with 1 star
    Verified Reviewer Verified Buyer
    Original review: July 31, 2021

    We tried the King Hybrid for 5 months or so. It did not provide us better sleep and we sought a refund. We followed their program and donated to a local church. Provided proof and have yet to get refunded. They now ignore emails and DMs. Seems this has happened to MANY people. This look and smell like a total FRAUD. I SEE CLASS-ACTION LAWSUIT COMING THEIR WAY.

    6 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: July 31, 2021

    I bought an Idle Hybrid (medium firmness) in Nov 2020 (order **). That experience was fine, the mattress came in a reasonable amount of time, and the mattress itself is high quality. However, after several months of sleeping on it, it's clear I need the Luxury Firm version. I start an exchange. The customer service person is very prompt in their replies, and soon I have a donation form to print and have sent them a picture of the old mattress.

    About a week later I get an email confirming an order (#**) I did not make, with charges I did not authorize. So far they haven't actually charged my credit card, which is good, but I've been emailing for a week and no one has gotten back to me about what's going on. Today I received a mattress in exchange-- however, even though it has a Hybrid cover it's not the Idle Hybrid Luxury Firm. It doesn't have coils and is 2 inches thinner than my current mattress. I still don't know what's going on, and now I have another mattress I need to return or donate. I also don't know when or if they're going to try to charge me. If I ever get this resolved it might have been worth it to buy from Idle, but right now I'm thinking not.

    3 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: July 30, 2021

    I didn’t find the mattress comfortable at all. But these things happen, so all online mattress retailers offer a free trial and free returns. I went through their return process, and a month later they have yet to provide a refund. They have stopped responding so now I’m concerned that being very vocal about my negative experience will be the only way they will make food on their policy. Order #**.

    3 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: July 29, 2021

    I purchased an Idle Sleep hybrid mattress at the end of July 2020. Unfortunately it did not work for us despite trying it for nearly a year. I went through the return process, but have yet to receive a refund after nearly 2 months of waiting. I received an email from Kessa on June 17th stating "we are currently experiencing some issues on the backend which may delay the processing of the refund back to you." After another inquiry, I received an email from Airah on July 9th indicating "I do see where your request is being processed." Now, 2 emails from me later, I have heard nothing back. They will not even respond. I fear I may never be refunded my costs. I find multiple reviews at the BBB website with similar complaints and 1 star ratings. Is this fraud?

    4 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: July 27, 2021

    The first time I contacted them was a month ago exactly. I told them that I didn't like the mattress and it just wasn't comfortable. So they told me I could wait a long time to get picked up or I could donate it to someone. So I went ahead and donated it. They signed the form and it was all filled out. So I emailed them the form back and now it's been weeks and I haven't heard anything back from them! Like, come on now. Like their live chat doesn't work anymore and when you call their phone number it's just some lady asking questions about if someone in my household is 55 or older and if we own a car. Like what the heck does that have to do with my mattress?

    And the person on the phone or well it's a robot. Just keeps asking questions. So sounds like that is a big scam. I just want my money back and then I can be done with this company. I'm this close to disputing this with my bank but I don't want to do that as it takes forever. But at this point there is no way to get ahold of Idle Sleep support so I don't know what I can do?

    4 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: July 27, 2021

    I was told over 1 month ago that I would be getting a full refund for the mattress that I returned (via donation). It has been over 1 month and I still have not received my refund. I have tried to contact the company in innumerable ways (Facebook messenger, their email, their contact us form, their Zendesk portal) but they never respond. As a last ditch effort I'm posting here, hoping that someone will help get me the refund I was promised. I'm really frustrated that they cheated me out of my money. My order number is **.

    5 people found this review helpful
    Rated with 1 star
    Verified Reviewer Verified Buyer
    Original review: July 26, 2021

    The phone number on their website is disconnected. I've emailed multiple times with no response. I even tried facebook and still not response. They may have have shuttered due to massive number of returns. I need to return a mattress under their 18 month trial guarantee...

    4 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: July 25, 2021

    I ordered my mattress August 2020. After about 9 months the mattress got a sag in the middle. I have rotated and flipped mattress on a regular basis. I had to stop using it when I started getting up in the morning with a back ache. I had to go buy another mattress. I first tried contacting them for a return on 7/11 by using the online chat. That didn't work, no chat window opened so I sent an email. I got a response of donating the mattress and they would reimburse what I got for the donation. In MA you can't donate mattresses and again I requested a way of returning the mattress for a full refund like they advertise on their website. They never responded.

    On 7/25 I once again tried to contact them. I tried the phone number, it rang, picked up and then hung up at least 4 times. I tried texting, no response, I tried the online chat, again the window didn't open. I sent another email. I am in customer service and the company I work for would never let a situation get out of hand as much as this. You do what you need to do to satisfy a customer. Word of mouth is a powerful tool. It can help or hurt a company. I will be telling everyone about this incredibly bad customer service and mattress from this company.

    5 people found this review helpful
    Rated with 1 star
    Verified Reviewer Verified Buyer
    Original review: July 21, 2021

    I purchased an Idle Sleep mattress and found its performance and quality to be unsatisfactory. It seemed as if the inner springs were failing as my girlfriend and I continuously found ourselves sunk in and bunched together in the middle of the mattress. Very little support as advertised because we ordered their luxury firm model. I requested for the mattress to be returned and that I be given a full refund as per their own advertised return/refund policies. I was asked to donate the mattress to keep them from having to pick it up. Now after many weeks they are still refusing to refund. To average Joe consumer out there, I would think twice about dealing with this company.

    7 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: July 2, 2021

    I purchased my mattress from IDLE about one year ago. I was not happy with my purchase because my husband and I back would constantly hurt. We had to flip the mattress every 4 months. Finally, I requested a refund. After donating the bed, the refund was approved. It has been almost 30 days and I am still waiting for my refund. The company sends generic emails with the same message, "Please accept our sincere apologies for the delayed refunds. We have been experiencing an issue on the backend and our team is still working diligently to have this resolved as quickly as possible." Every time I call the phone number, there is an automated message that say there is no agents available. I am currently waiting on the funds to buy a new bed. This is highly unprofessional.

    Idle Sleep response

    Hello AI,

    We would like to thank you for purchasing and trying our mattress but regret that it did not comfort the back pain that you and your husband experienced. We understand that you had selected our donation return option, however, can you provide your order number so we can take a closer look at your account?

    7 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: June 28, 2021

    I purchased my Idle Queen mattress in Nov. 2020 arrived quickly and was at the time happy with it. After sleeping on it since December, I decided to return the mattress for a refund and was told by customer service that I would either have to donate it or send it back. So after jumping through all the hoops they required I was able to donate the mattress. Now here we are waiting on my refund. After months of inquiring as to where my refund is I am still waiting on my 1,208.56 plus refund. First they said it was a PayPal issue, (I did not order through pay-pay.) Then they stated that I used their financing option, (I did not use their finance option) So now from customer service "The glitch that we are having is with our credit/debit card system. We are unable to complete refunds at this time, so the processing time is a little bit longer than usual. I am so sorry about this." This has been going on since May. I will never buy from this company again. OH! customer service if you should happen to read this my order number is #**

    Idle Sleep response

    Hi Sharon,

    Thank you for your feedback, we value your input as we progress to improving our processes and efficiency. Please accept our humble apologies for the inconvenience experienced with your order as we do everything in our control to meet all our customer's needs. We would like to take a closer look at your order, you provided your order number but this was not shown in your post. Can you provide your full name and/order email address so we can review it?

    5 people found this review helpful
    Rated with 1 star
    Verified Reviewer Verified Buyer
    Original review: June 18, 2021

    We ordered a mattress back in February. Several times we checked on the mattress delivery that was going way beyond the quoted time. Each time we had to reach out to them, we never received any updates from them. We were willing to wait at first because we really liked what we read about the mattress, but kept being told it was delayed and they could not even give us an estimated time frame. Seriously, you know how many orders there are, you know how many orders are going through your shop, but you can't give even a rough estimate? So finally on June 5th we requested a refund. The refund has not gone through. On a phone call today I was told they were having technical problems processing refunds and they could not tell me when it would be resolved. I'm worried now I will not get my money back. The phone reps are very nice but can't actually do anything to help you. Order# **.

    Idle Sleep response

    Hello Diana,

    We are tremendously sorry that you were not able to receive your mattress though we made numerous attempts to get it out to you as soon as possible. In regards to your refund, we did encounter some technical issues when processing the refund but due to the prolonged delay, you did agree to send us your PayPal-associated email so that we could issue the refund via PayPal as an Alternative. Rest assured we are not a scam and use everything in our control to meet our customer's needs.

    6 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: May 28, 2021

    Having made a mattress purchase the cost was immediately charged. After patiently waiting over six weeks we called and were informed they did not have the materials to make the mattress. We cancelled the order, being informed it had to have a supervisory level approval for cancelling. We asked for a supervisor and were informed no supervisor would be available for 48 hours. Customer service did offer another product and a refund of the difference in cost. Three days later, checking to assure our order was cancelled customer service informed us a supervisor voided our request for a cancellation and refund to try to save a possible sale and offered $50 credit to expedite our order.

    The fact remains they did not have the materials so it would potentially be the same situation of waiting for a product they could not manufacture or getting something made from alternate materials other than what we ordered and expected for the large purchase price. Now once again we had to go through the process of having a supervisory approval to cancel and have our money refunded, which customer service assured us the second refund request would be expedited since they did not have our approval to terminate the original cancellation request.

    On the fifth day when the refund wasn't showing we called customer service and it had not been done. We asked for a supervisor now and not more excuses made. We were put on hold and when the representative returned had gotten the refund approved. Several times we spoke to the same rep. The representative was very nice but we feel they are limited by the company as to how helpful they really can be. We ordered a mattress from another company and received it in 10 days.

    Idle Sleep response

    Hello Linda,

    Please accept our sincerest apologies for your order experience with us, your feedback is tremendously favored as it enables us to improve our services. Can you please provide your order number so we can review your order and communication history?

    2 people found this review helpful
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    Idle Sleep Company Information

    Company Name:
    Idle Sleep
    Website:
    www.idlesleep.com