Idle Sleep Reviews

Every communication with the company has had to be initiated by me, no updates voluntarily from the company. Hoping someone from the company will see this and tell me where the heck my mattress is. Very disappointed as after narrowing down all other companies to this one it seems I may never actually get what I paid for. And before someone gets on here and responds "we gave you a credit for waiting for so long..." I did receive a credit, for a whopping $50, on a ~$2k mattress, to "wait a little longer"... 11 weeks ago.

After a few weeks of not receiving an email stating our item had shipped, we reached out to Idle who stated due to the fact that our product was latex, it would be several extra weeks to produce the product. Normal delivery for Latex mattresses was 6 weeks, which was never pointed out when purchasing the product but can be found on their website if you search hard enough. After 8 weeks, we reached out to Idle again and were told that our mattress was complete but there was not yet an estimated delivery time but they would contact the shipper to find out. They offered a $50 refund for us to wait a little longer and said our order would be put on “expedited” from the factory. We went through this several times over the next 2 months.

On my 4th or 5th call to the company, I asked to speak with a manager. I was told they were busy but someone would call me back. I never received a call but instead I received an email the next day. They apologized for any misunderstanding and was told my mattress wasn’t yet completed and there was no estimated completion date. We were now at three months.

Finally, after waiting 4 months, I called one more time to find out the status of my order. I was told “good news, your order is no longer on Back order and should ship next week”. This was the first time it was stated that I didn’t have my item because their materials were on back order. Since we had waited so long already, I figured what harm would waiting one more week be. But by that point my husband was finally fed up and when I got home from work he told me to call them and cancel the order because he knew they were just stringing us along for another week.

When I called them that same day, I was told that my order was in fact not ready to ship and There was no estimated date. I asked for my order to be cancellation and for a full refund. We received an email confirmation stating that our remaining balance would be refunded within 5-7 days. Yesterday I wrote to them since we were now going on 8 days, and no refund. They didn’t answer the phone and said to email them which I did. Today, we received an email stating there is a “glitch” in their system and they are not able to process any refunds at this time. Funny how they told the same thing to another reviewer a month ago. This has been the worse customer service I have ever experienced and we are in the process of submitting a complaint with the Federal trade commission and the attorney general. I have been suffering in pain for 4 months waiting on a mattress that will never come.

Original Review: Per IDLE Sleep instructions, I donated my mattress to a non-profit in order to get a full refund after more than 7 months of dissatisfaction since purchase in Nov. of 2020. Now, as of 5/11/21, they refuse to process the refund saying I only returned 1 mattress but ordered 2, yet it is well-documented that they never delivered the 2nd mattress! Now, I have NO mattress and they have $1450. I will have to get a lawyer involved and go on social media if not resolved. I will definitely be claiming my time and distress with them since day 1.

When I pushed for a specific date I was told, "I have already sent a follow-up with our factory to have this prioritized for shipment." I reached out to Idle Sleep at the first of March and was told the same thing. Fast forward to March 26th, I had waited long enough and contacted Idle Sleep once more. I was told the same thing - you should receive your mattress within 6-10 days. At this point, I asked for a refund. Upon asking for a refund, miraculously my mattress was "being shipped that day".

I was sent a tracking number that did not work (unsure why) but managed to get another. My mattress is allegedly on its way now and is supposed to arrive March 30th. Regardless of the circumstances, pandemic or not, I would not recommend this mattress company. I was repeatedly lied to about the arrival of my mattress. There are many other options out there and consumers shouldn't waste time with a company that does not value its customers. I will update this review, if I am able, about the actual arrival date and mattress quality.

But what all representatives have in common is that they are “unable to contact the factory,” and so they keep “escalating” my order and failing to follow up. I’m not even sure what “escalate” means when my order has been escalated for weeks and I still haven’t received my mattress. I want to scream and cry from how much time I’ve wasted talking to representatives overseas (I have literally heard roosters crowing in the background multiple times when it’s nighttime in America). And they all have accents I can’t understand. Literal. Worst. Company. Ever.

DON'T BUY ANYTHING FROM THIS COMPANY!! Even if I was to get refunded, it would only be for the mattress... NOT the foundation, legs or pillows purchased!! I will NEVER do business with them or any affiliate again. I am passing this information onto anyone who needs a mattress in the future! This has been absolutely the worst online purchasing experience ever! I wouldn't even rate a 1 star, but had to give a rating to write this review. P.S. Still waiting and today is Dec 30, 2020.

I also bought a base from them to put the mattress on and it is completely broken and plastic. They advised me to throw it away and then two weeks later asked for a picture after they told me to throw it away? They refused to give me a refund or talk to me about my situation. My mattress is now sinking in the middle after three months. I’ve called and asked for a manager to call me three times I have had zero responses to my emails or calls. The company seems to not have the client service aspect in mind and continues to give me the runaround and the worst client service with the worst product. I do not recommend this company or its products.

I received the shipping details for the mattress shortly after ordering and received the mattress on 6/5/20 without a problem. And this is where things went bad... I got an email from a customer service representative that said that due to the popularity of the sale they ran out of bases and mine would ship the following week and I would be credited $50 for the delay. I had attempted to rely on this email asking about how to receive the credit and it was returned as undeliverable. I never received the credit or the base.

On June 16, I got an email that contained shipping information and I was excited it had finally shipped and waited 2 weeks with it not being delivered (now more than a month from the day I ordered). I checked the tracking info provided and when directed to the UPS website the shipment stated it had been canceled by the sender. I chatted on their website (if you call nobody answers or calls you back when you leave a message) with idle customer service who blamed it on UPS, so I called UPS and they said that the package was canceled before they ever picked it up. Back to chat with a representative who stated due to COVID that they were behind.

I gave them grace for a few weeks as I was assured that it would ship within the week and that it would be escalated to management. 2 more weeks go by and still nothing, more chatting, more unanswered calls and emails, more excuses, more promises that it will be escalated and I would receive a follow-up email by management, more promises for a partial refund for the delay..... Still, Nothing from the company, not one follow up email or call! 3 months after not receiving the base, I left a negative review on a Facebook advertisement for another adjustable base sale and website both were removed within 2 hours of posting. Every time you post a negative experience they are taken down immediately by the company, even going as far as removing the entire ad I and others had commented on.

As of today (10/5/2020), I have over 40 documented live chats on the website and the only response I have received from the company is a Facebook direct message after removing my comment from the idle post, the message again promised that they would escalate the issue and I would be getting a follow-up call (which I never received). In September they did start a customer portal, which I have sent in 4 messages and not received an answer to. I would NEVER order from this company again and have accepted the fact that I will never receive the product that I paid for and that this company scammed me out of $554. BUYER BEWARE!

I financed it and I only had enough financing for the base and mattress so already that caused a problem so then I go and order another order for the split king base then I see I got an email that they charge me for two split king bases. When I called to question it it took me an hour to explain what was going on. I still don’t know if it was corrected. I still don’t have any product but was charged $7000 for what should’ve been $2800. You cannot check your own order online which I find very bizarre and no matter how much I asked for a supervisor they would never give me one.