Idle Sleep Reviews

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?

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?

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 **.

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...

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.

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.

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.

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 #**

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# **.

I ordered this mattress and after two months, it has collapsed in the spot where I sleep. I am 5'9" and 170 lbs. - so very average size/weight. I can hardly believe how unfirm the "luxury firm" hybrid mattress is. There is no edge support and the corners of all fitted sheets are constantly popping off. My back hurts every day. My old mattress was half the price and way better the Idle sleep's products!

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.

I ordered a mattress on Jan 12th, it is now May 24th. 19 weeks since the order. I was initially told 6-10 days for shipping. When that passed I was told it was actually supposed to be 4-6 weeks since it's a latex hybrid and the initial time they communicated to me was for the non-latex. Fair enough, a simple error. But, here we are almost 5 months from order date and all I can get is "it's delayed" every time I reach out. How is it possible they don't know the status of their own manufacturing orders? Is this company a scam?

We purchased an Idle Sleep mattress, Talalay Latex on January 2, 2021 during a sale. Prior to our purchase we researched mattresses to see which would be the best due to back issues. The purchase included two free memory foam pillows that the website said would be shipped separately. We were charged immediately and received an email within a week apologizing that there would be a delay due to COVID19 restrictions but their suppliers were working to get back to their normal production turn around time which was 6-10 days.

Updated on 05/21/2021: After only receiving 1 of 2 mattresses I ordered and paid for up front in Nov. 2020, they refused to refund 1/2 for the missing mattress after multiple attempts to resolve the issues (all documented and saved). The frustration of trying to deal with them in the months after over 1 single transaction led me to return the mattress I did get. It was not comfortable to me anyway. I followed their refund instructions and waited the 5-7 days to process a refund. Now, May 21, 2021 they claim a "glitch" in the payment and refund system is the new delay. I've read the identical message customers posted on other review sites. Thankfully, Amx is happy to continue supporting my payment dispute. I would strongly advise against this company and their parallel brand "Nectar" based on their circular, deter, delay and excuse tactics.

Order the mattress on December the 5, 2020 with delivery expected 6 to 10 days. Called twice and was told it was scheduled for pickup in December. In January they said the factory was closed due to Covid. In February they said it was being manufactured. Called several times in February and was told was being manufactured. In March was told the factory was closed for 2 months due to Covid. Here we are in April and we still have not received the product that was ordered on December 5th 2020. Is this a fraudulent company. How can additional orders be taken when previous orders have not been filled.

I did quite a bit of research on mattresses and narrowed my selection down to a handful of options, eventually choosing Idle Sleep because of a sale. I placed my order on January 31, 2021. The "normal production time" was noted as 6-10 days. On February 10th, I was informed that my order was delayed, but there was no estimated arrival time provided. I contacted Idle Sleep via its chat function and was told the following: "The Mattress is still in production but will ship out soon. Once handed to the Carrier you'll receive an email with the tracking info and how to track the order."

I returned my mattress per their policy (donation to organization). I was PROMISED my refund in 5-7 days. It has been a month and I am being told that they have a "technical glitch" and cannot process refunds through PayPal. PayPal has no issues, and IDLE is refusing any other means of processing my refund; EMPTY PROMISES!!! DO NOT BUY!!!! The mattress was not that comfortable at all AND YOU WILL NOT GET YOUR MONEY BACK!!! Looking for a way to file suit.

They have a very nice website full of great reviews but that's only to make you feel comfortable and buy any item from them. Once they get your money, they make impossible for you to get any help from them. They do have customer service but they are trained to never provide you with an answer to questions like: 1. When should I expect to receive my mattress (this is after over 2 months waiting without any communication from them)? 2. You haven't sent the product I paid for, can I get my money back? Can I speak to a manager or supervisor? If you also leave an honest review on their website, clear and in a respectful way, but giving them a low rating, they will never publish it. This company has a very questionable practice. The best option here is to stay away from them. You can also check on BBB all the reviews and complaints and how they address them.

This was our first experience with a "bed in a box". Never again! My wife and I agree that we experienced the worst night's sleep we have ever had. Sleeping on this "luxury firm" mattress was akin to a bad air mattress on a camping trip. There was no support at all; there was nothing firm about this mattress. Lesson learned: If something sounds too good to be true it usually is. Do not buy from this company is our advice.

Purchased an Idle Sleep mattress and found it uncomfortable. I have made several attempts to return the mattress and get a refund. They will not honor their 180 day return policy. I have found customer service to be very unhelpful and deceitful.

Idle Sleep is literally a nightmare. I ordered a mattress in November and I’m still waiting for it in January. I have called the customer service number about 22 times. I’ve emailed countless times. I even spoke with representatives on the chat feature on the website. After all this communication, I still haven’t got my mattress or even a ship date! In my experience, every representative has told me something different: “I’ll send a follow up email.” (Never got one). Or “I’ll have a supervisor call you back within an hour.” (Never got a call).

I bought an Idle Plush mattress, foundation, legs and 2 pillows on Dec 3, 2020. I got a badly damaged mattress box delivered on Dec 9, 2020. I have never received my pillows. I have yet to speak with a manager after requesting to speak with one almost daily for almost a month. Customer service only apologizes and says they've escalated (twice now). They canceled my new delivery of a mattress and I've still not received my new mattress. This is absolutely the WORST company I've ever delt with... and I'm in customer service for a living so I know how it's supposed to work.

I bought 3 mattresses from IDLE Sleep. Each mattress was the same firmness and style. Each mattress came completely different. One was too soft, one was way too rockhard and one was in the middle. I looked at the client service website and they said if you feel it’s too hard to give them a call and they will supply you with a free mattress topper to make it softer. I called immediately and asked for a mattress topper. The client service representative assured me that it would be on its way. It never came and it’s been two months. I called three more times to ask about the mattress topper and they said it was on its way!

We placed an order for a new mattress in early October and as of mid-October, the mattress still hadn't shipped with no updates provided until we contacted Idle to inquire on the status. We were told the item was on back order, and since we've been sleeping on the floor, cancelled our purchase to buy a mattress from another company. It's now a month later, and Idle has yet to provide a refund for the mattress we never received. We've contacted them a dozen times and each time they have told us they were issuing a refund, and yet each time no refund has been issued. We're now filing a fraud claim with our credit card company. Don't buy from this company!

I purchased a King Size Hybrid Mattress on 5/23/2020 as part of their Memorial Day Sale. They had 2 sales you could pick from, 30% off your Mattress or a Free Adjustable Base. I chose to pay the full price for the mattress and receive the adjustable base. I paid $1848 for a king-size mattress, had I chose the 30% off deal I would have saved $554. I will admit that the mattress is incredibly comfortable, well made, and has helped with my back pain. However, I have never had a worse experience with customer service.

I originally placed an order for a split king mattress and a split king premium adjustable base. When I got my invoice I saw someone screwed it up and gave me a split king mattress and a queen adjustable base. Common sense should’ve said that was wrong. That started the problems. I called, the person told me, "OK I’ll just email the factory and will send you the correct place." I called the next day just to double check everything was good. They told me, "Oh no we can’t do that. Will have to cancel the base and you’ll have to re-order it again."