Reverie Reviews

My complaint is not about the product; but about the company's customer service. We have had out bed for almost 7 years and suddenly it stopped working. It is probably a simple problem; perhaps we need a new remote. Repeated calls to customer service went unanswered. Finally received an automated answer that allowed me to leave a message. It said that I would have to wait several days for a call back. This is unacceptable.

I have the same problem everyone else has. My control box stopped working, and although I am still within my warranty period, Reverie refuses to replace the two boxes on my split king. The first customer service rep said he would place an order, but I received a follow-up call from a lady who was very rude from the beginning. She told me I would get anything sent out because I said an electrical surge might have caused the issues. I told her it was just my guess and not a fact and that a technician would have to asses what is wrong with the bed. She didn't care. I will never purchase any Reverie product again.

After months of issues after I purchased the Personal Comfort bed and Reverie base, I gave up. I’d been scammed out of hundreds of dollars. After five years I broke a foot and really needed the rising foot feature. Fast forward weeks of phone calls, referrals back to the mattress company, pictures to prove I had their product, rude technicians, pleading for help with sales staff, more unanswered phone calls and finally a person who insisted she wasn't a technical person, was told my ‘brain box’ was covered by warranty, by shipping was $30 and a technician to install the new box would be $200-&300 dollars, I informed them I’d be throwing the scrap metal piece of crap in the dump. She asked me to have a nice day.

Well I bought a Reverie in 2019. Within 3 years they had to replace it due to a crack. Now the replacement I got the power box no longer works. I wouldn't recommend them. Customer service said they couldn't help me.

If you are considering buying a bed "Do Not". I purchased 2 beds a few years ago for close to $10,000. I also purchased an expensive lifetime warranty. Last year 1 of the beds broke down and has been stuck in the flat position since. Efforts to get a tech to my residence to fix the problem have been futile. Apparently it's my problem. I've not been able to speak with anyone for over 6 months. All I've gotten from the warranty service is the same questionnaire, (filled out another one Today lol), which they have sent multiple times like I'm an idiot. Personally I feel once you purchase the bed you're on your own. Extremely Disappointed!

Adding to the list of 1 star customer service reviews. We received 2 different adjustable bases to make up a king. Required an email to the CEO to get resolved. 2 years later a power module failed. It was replaced under warranty. The same power module failed again. This time they want $350 to replace. Apparently there is NO warranty on replacement parts unless YOU buy them. My recommendation is to steer clear of Reverie.

Control module on my purple bed died within months of purchase. I know I need a new control module, the light on it won’t turn on. A replacement on the website is nearly 400$. After I spent near 5k for this bed and dead bed frame I think the replacement should be cheaper so I guess I’ll opt out from buying a replacement. Thanks for the greediness.

Customer service is nice and all but you have to pay for shipping even when they ship defective parts. We have owned the bed for 3 years. So far replaced 2 controllers and 2 control boxes. Not quality stuff. Do your research and buy another brand. This one sucks.

As so many other reviews state, the customer service from this company is awful! The CR reps have little control and all must be approved by a manager. Getting through to talk to a live person is nearly impossible! I just kept calling until someone answered. I’ve had my Reverie Adjustable base for just about over two years. My remote died and after several attempts to fix it, I was told I’d need to buy a new one. Parts only are covered for 5 years, but not remotes, which are good for only 90 days! Surprise! Labor is also only included for 1 year. So disappointing!

We bought the purple with the warranty, 2 months we had the control box go out. Had it replaced with a new one, now the second one has gone out, when calling the numbers in the user manual and emailing no response has been sent back to us, I looked on their website and it's 500? for new box, 500 for a control box that seems to go out frequently. This isn't a reliable company. Felt swindled. It's good when it worked but now even though I had it for few years still in warranty now it's a normal brick.

I bought a bed 4 years ago, because I had faith in the company because they did road shows at Costco. I bought directly from the company due to Covid. Our bed is adjustable and the remotes are not working. Tried to resolve with Reverie, and they do not stand behind their product. I can't even talk to someone that will take a payment so that I can get the parts shipped to me. They have no Facebook page, I was going to post a bad review there. I would NEVER buy their produce again.

1. Massager died within 90 days. 2. Nine months later the controller box died and the bed was stuck in zero G. 3. Because we did not get the "extended" warranty Starr Furniture said sorry can't help. 4. Reverie stopped taking my calls or responding to my emails. I would not recommend purchasing furniture from Starr Furniture in San Antonio nor any Reverie adjustable beds. Go to Ashley Furniture instead.

0 stars should be an option. This base got stuck in the upright position just a few months after purchase. Instead of replacing it they sent someone out to repair it which I haven’t had any problems with that issue again. However 4 yrs into owning this the frame broke where the metal is welded. It’s clearly a defect in craftsmanship and Reverie has refused to replace it and stand by their product.

I've had this bed frame for 4 years and this is my 3rd controller to fail. Trying to reach someone for warranty replacement is a joke at best. I've called multiple times, left messages, emailed. Eventually they will replace it if you are persistent but I think they just try to wait you out.

After reading many reviews of my same product I can confirm the control box issues occurring within first six months taking a year to get fixed on warranty. I paid nearly $3,000 for my Reverie 650 Tilt from Sleep Country Peterborough, Ontario. I am a Disabled Veteran with severe spinal and other health issues that require me to sleep in a special position. It has now been 3 plus months since the metal actual frame at a weld point broke leaving the upper body section inoperable. This frame is barely 2 years old and rated for 850lbs. Both Sleep Country and Reverie have not offered to fix or replace my frame now requiring me to replace it with another frame out of frustrations with their lack of customer loyalty.

I've never written a review before in my life but I feel compelled to as this experience has been so shockingly horrible. In 2020, I bought 2 Reverie XL Twin adjustable frames for my 1 king mattress. Upon receiving the frame, only 1 of the 2 remote controllers worked, and the installers said "1 is good enough, right?". OK fine. Within 1 month of purchase, one side of the bed stopped working. I spent countless hours on hold trying to call Reverie, leaving a message with my phone number and telling them to call me in the afternoons as I work graveyard shift. Every time I would get missed calls at 6am PST. I tried calling again every few months, and this phone tag continued for years until I gave up.

Months after purchasing the bed the Control Module stopped working. After waiting on the phone for about 45 mins someone tried to talk me through the repair process but they had to ship me a new one. Over a week later I received it and installed it. Less than a year later the other Control Module failed. Multiple phone calls throughout the day because if you wait too long now it automatically tells you to leave your contact information and they'll get back to you within 3 days. Finally talked with someone that took me down the wrong road and so lost a week.

I called Haverty’s where I bought the bed, AND the Guardsman Gold Warranty Protection and got a form sent to me via email they MIGHT answer in 30 days. SOOO I looked on the back of the remote and called the 800-973-8374 number and Cynthia answered after I listened to the troubleshooting ideas on the recording while on hold. Cynthia talked me through the KNOWN problem of the farthest left top battery node pushing in just the slightest bit therefore not allowing complete seating of that battery so the remote wouldn’t light up. After a few seconds of me pulling it forward just a bit with a paper clip the remote lit up and works FANTASTIC. BTW it SHOULD work fantastic for 1600$. Kudos to Cynthia and old fashioned ANSWERING THE PHONE and working with the customer!

I purchased the Reverie Purple Base adjustable bed. Motor went out in December 5 months after I purchased. Took 2 months just to have warranty get back to me. Then took 3 months to get warranty to finally come out but did NOTHING! Stating they needed to order a new control module. Now 4 months later and still the warranty people have not replaced the control module nor have they contacted me with any updates. They are the hardest people to get in contact with. I spent $4,320.62 for this bed that I have not been able to use for 5 months; and still no resolution in site.

We recently purchased a new mattress and REVERIE base from Macy's back in August of 2022. Now in the new year (January 2023) the bed stopped working on one side and I did some troubleshooting and discovered that the power unit and remote was not working. It took me over two dozen times to actually talk with a person, their customer service is a minus 5. After I provided all the information (sales ticket, photos, etc...) they finally told me that the items in question was only warranty for 90 days. When I asked how much the parts cost I told them I could buy a BRAND-NEW base for about the same price. So my advice to future CUSTOMERS OF REVERIE product is to go elsewhere because they do not care after the sale. I wish we had seen these reviews prior to our purchase to save our time and money.

I have an adjustable bed with a broken remote. It was purchased in 2020. I have called numerous times and been on hold forever only to have the call disconnected or converted to a mandatory call back "in a few days" which is not feasible as if you happen to be working for instance and miss their call you can't call back and they don't attempt again. I have also emailed my issue twice with the model number/serial number to facilitate a resolution, but still no response. I have gone through all the troubleshooting tips online and the remote is still not working. I am wanting to correspond with an actual person to get this issue resolved. I have enjoyed the bed when it was working, but the lack of customer service response would make me hesitant to recommend this product.

I bought a Reverie Adjustable base from Purple mattress. I should have been tipped off when I realized that it was not manufactured by Purple after I bought the unit. The control box lasted about two months before the white light that the unit emitted dimmed then turn off. This was over a year later when I finally decided to get the unit repaired. It was not easy to get ahold a someone in customer service but when they called I found out that it would cost 1/3 of the original price to get the unit in working order.? I don't think I'll be spending that money, I'll just look for a new adjustable bed unit. By the way, I love my Purple bed!!

I’ve owned a Reverie adjustable base for over a year. One side of the base has never worked properly. I’ve contacted Reverie for support via phone and email and they are non responsive. Wish I’d bought from someone else!

I bought a bed and it was delivered and set up by employee's that delivered the bed. Since then a remote control broke, it raises and lowers our split king bed. I have made multiple attempts at contacting customer service, leaving detailed messages and awaited return calls. No attempts to contact me were made. It's a nice bed. At $7,299, it better be a nice bed. Anyway, I am stuck without the remote to raise and or lower my side of the bed. I can't give a rating on customer service since I have not received any. Be careful buying from this company. I no longer trust them. Would you if you spent over $7,000?

We bought two adjustable beds from our van. We did buy these when our van was going out of business but we’re never told that the beds were as is with no warranty. Flash forward one year the control module is burn out so I called the company they told me there is nothing they can do because it’s an as is product. They are not willing to do anything at all to help me out on a product that is only one year old. I bought this as new and was never told that it was as is and for them not to do anything for a product that’s one year old tells me that they do not back any of their own products.

They offer a 20 year warranty, but only to original purchaser. What happens if the base goes to a second owner? Does the base get homesick and stop working? If you believe that the item is worthy of 20 years of warranty then it shouldn't matter who owns it. I am a second owner and even though 20 years of support would mean it should survive about 30,000 movements, the controller died after a couple dozen movements. Upon contacting support they could only confirm that the controller was the problem and then to continually remind me that their warranty only supported the original purchaser.

Very disappointed and angry! My control Box is not working. No white light. Cannot get anyone to call me back after multiple calls and emails. Also mattress creates holes and sagging. Poor new design. So sorry I bought this bed!

We bought this bed less than a year ago. The night lights under the bed on one side starting flashing and going off. It is a strip under the bed. We called numerous times with no avail. We finally got someone and they told us it was out of warranty. They only do 90 days. We paid over $ 7000.00 for this mattress. They wanted to charge us for the new light strip and also $250.00 for the repair. We finally just told them to forget it. They take your money and forget about you. I will never buy anything from them again.

I have an issue with my power base not working. Went thru all the troubleshooting steps and determined the control box was the problem. I have tried to contact them 4 times beginning in November. They say leave a message and it will be returned within 2 days. They never call back. I created an account and sent a message. No reply. I would say they have horrible customer service, but they have none at all. I am going to complain to every place I can and badmouth them every chance I get. The next step is to go to the company that sold me the mattress (which works great) and base to convince them to stop selling these overpriced crap bases. I haven't even had the bed for 2 years. I will get satisfaction one was or another.

We purchased a Reverie 3EM bed frame with our new Beautyrest Black mattress in January 2020. First frame was replaced within 2 days of installation. 2nd frame control box failed 11 months later. 3rd control box failed within 7 days of installation, now waiting. Raymour and Flanigan are useless to resolve unless I want to spend another $300 (with my Platinum Contract). Reverie says they will send another control box, but when?