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It was refreshing to walk into a store and not be hassled or feel pushed into buying something more than what I was looking for. Ben took the time to listen to us and actually help us find the mattress we wanted and at the price we wanted, which the prices are amazing compared to other tempurpedic retailers. I would recommend Sleep Outfitter's in Lewisburg WV to anyone looking for a new bed. Great experience and felt good to be treated like a person instead of a dollar sign walking through the door.
I ordered a bed foundation at sleepoutfitters.com and they arrived used and damaged. I contacted them and Jackie rudely informed me that they came new and that I had to send pics to prove that they were used. I did. Now I have to wait to see what they will do if anything. I'll never order from them again. You're not even allowed to return items to the store. The store employees and online agents are extremely rude and unprofessional. They refuse to help. It is all about selling used/damaged items to the consumer for money. Beware of them! I warn you, beware of this store!!! I will be going to BBB. I just don't see a resolution being made here.
Their warranty means nothing. Mattress is terrible, I want to upgrade, pay hundreds more for better mattress, base was damaged. They won’t do anything for me. Regret this purchase, would not recommend to anyone!
I purchased a Sealy Kelburn II on 31 JAN 2019. My in-store experience went very well. I felt well informed about the mattress and what to expect. I have slept on the mattress twice since then. It is too soon to tell about the quality and sleep experience. I was told the delivery days are Mondays and Fridays. I was told my mattress would be delivered on 08 FEB 2019. I worked the night of the 7th, so I set my mattress set outside that night before leaving for work. I have been robbed before, so I do not allow strangers into my house any longer. It rained. My mattress was not delivered as I was told.
I called around 12:30 that Friday to find out when it would be delivered. The salesperson told me he would check and call me back in 20-30 minutes. At 5:30 p.m. I called him back. I was told it was on backorder and they could deliver it on Monday. I then asked why I was not informed about the change, the salesperson at the store said he did not know the answer to that question. I slept on the couch for the weekend.
Monday morning, 11 FEB 2019 at approximately 0830 I called customer service to ask why I had not been informed of the change. The person with whom I spoke stated that was always the date. She repeated that line to me 5 times. She then connected me to her supervisor where I left a message about my experience and to get to the bottom of the wrong delivery date. I was not contacted again. This is now Thursday morning 14 FEB 2019. The delivery date printed on my receipt is for 31 DEC 2049. I guess I was lucky it didn't take 30 YEARS. Because of their lack of communication between store and warehouse, I strongly advise people to shop elsewhere.
I bought a Tempurpedic mattress about 6 weeks ago. Spent a LOT. My back pain is worse; when I called and asked about returning it, they said they don’t do returns. Talked to the store, then called corporate. They could care less. Told me I am basically ‘stuck’ with it unless I want to get a different mattress. The woman at the store told me I couldn’t return it because they couldn’t resell it. My question is, if I exchange it, what would they do with it? Resell it, I’m sure. I was NEVER told I couldn’t return it when making the purchase. Corporate's response was ‘I don’t know why you weren’t told that.’ It’s a racket; I’ll never shop there again, and would encourage others to not shop there either. I did research, but wish I had read these reviews before purchasing. Their business practices are shady at best.
I have had a time with Sleep Outfitter's. The first time we went to the Paducah location a blonde girl I think her name is Bri "helped" us but really just pointed out her favorite mattress and told us how expensive the Tempurs were. So we thought we decided on a mattress (without her help since she just stared at us) and it was HORRIBLE. She didn't even write up the ticket like we wanted when we left, so I had to drive another hour to go back and tell Doug that we wanted the purchase. Side note: I had called for two days straight and no answer. We finally got one of the Sealy medium firm Posturepedic with ALL the help from Doug and it made my back hurt every single day.
It was an awful experience. So when we went back, apparently she was our associate that got the sale, even though she did absolutely NOTHING for us. So Doug helped us to pick out this mattress after describing my back pain, and he suggested an adjustable base. It's not amazing like I thought it would be for the money, but oh well. I had no choice, either pay the $120 exchange fee for a new mattress or have chronic back pain for life. So we sucked it up. And even though Doug STILL did all the work, she got the commision. Doug is a wonderful salesman, but this blonde needs to find a different specialty because selling is not one of her strong suits. I will not be returned to Sleep Outfitter's for any more purchases.
I'll keep this brief. After spending $6500 on a mattress and adjustable base the base was delivered w/ mold or something on it. The base was missing feet. It was supposed to be new. They tell me it's used. I told them to take their used equipment and leave. They had to reassemble my bed. Since it was a Sleep Number, it had deflated and now I cannot get it to inflate. I couldn't be more unhappy or more untrusting of a company that would sell floor models for new. Stay away from these crooks!!!
When the $700 Pillowtop Queen Mattress was delivered, it felt firm and great first day. By the next day after one night's sleep, it formed a dip in the middle - noticeable enough you could kneel by the mattress and look across it and see the dip - I called, and they asked me to wait a week to see if it smooths out. It was getting worse by the time I called back - With two people on it, we would literally roll towards the center towards each other and it felt like the mattress I was replacing that was 15 years old with squeaky bouncy effect.
By the time, they sent a replacement (it was back ordered so took a few weeks), the first mattress was cavernous in the middle. Same with the second as the first - great first time I laid on it, noticeably softened in middle by next day. Terrible back pain from trying to hold myself to one side and not roll towards center when second person was on it. Called within week, and I will say the salesperson was very helpful in trying to get it switched out but she encouraged me to switch to a foam mattress and especially pushed towards the Tempurpedic which is $300 higher plus delivery fee equalling another $413(as a discounted floor model which means tons of people have been trying it since 2014 and only partial warranty left, which has to be handled with Tempurpedic who has horrible ratings, reviews online). The other option she proposed was a $300 higher hybrid or a clearance foam mattress that had no protection, warranty or return options. I called customer service to inform them I'm not okay with any of the other options. The mattress is so bad now, less than one month after delivery, that the side I have been sleeping on has softened to the point my body lays in an s curve on it. If this mattress were "firm" like it was sold to me as and felt like it did in the store or first day, I Despite sending me two mattresses in a row that were completely defective, customer service informed me I do not have just returning it for a refund as an option without paying a 10% stocking fee. Was told by sales people after this second defective mattress that if I want a good mattress, I need to spend another $400.If that's the case, I should have been told that from the get go. Why would I want to spend more on a mattress from a company that is trapping people with poor products and making money off of the returns? New mattresses shouldn't degrade like this/feel like used mattresses being pawned off on you when spending upwards of 1k. When I brought the problem up to my son, he relayed that his best friend just had the same issue and we discovered he bought it from the same store. Pretty sure this company is just taking advantage of people using credit line and selling them junk. Do yourself a favor and trust the reviews online about this company. Reporting here, BBB and County Attorney.
I purchased a mattress from the Hendersonville TN store. My sales person, Victoria **, provided excellent service and was very knowledgeable on mattresses, of course I did my homework on buying a mattress before going there. She talk to me about what I was looking for in a mattress. Once I gave her this info, she recommended the perfect mattress for me and I am 100 percent satisfied.
Very unsatisfactory experience with Sleep Outfitters. Purchased a mattress set and knew immediately it was not going to work for my wife and I. They insist you sleep on it for 30 days. I have had several shoulder surgeries and during the first night I woke up screaming in pain 3 times. Contacted the store and they said they can't do an exchange or return until 30 days. So we stored the mattress set in a spare bedroom and went back to using our old mattress. They also claimed that if we return the mattress set, they'll charge a 10% return fee, NOT what the official corporate website had listed. Only after emailing the corporate office did I get confirmation that a $150 return fee be charged. Seems they change the conditions when they print your invoice for delivery.
Other conditions in the fine print show they really don't want to honor their exchange or return policy. For example, if you don't buy their mattress cover, as soon as the original shipping plastic is removed. All exchanges/returns are nullified. In our case, the delivery personnel removed the plastic while it was still on the truck in the driveway! Glad we purchased their mattress cover. Then the final beef. On the 30th day, I called the store to arrange for return pickup. Talked to Brenda on 1/29/18 and 1/30/18 and pickup was confirmed for 2/3/18. We sat at home all day waiting. No calls, no one showed. I called the store at 1700 and they informed me the pickup was moved to 2/6/18. Nice, they could have informed me.
I should also mention Sleep Outfitters is part of a conglomerate of mattress retailers; Sleep Outfitter's and Mattress Warehouse are joined at the hip - part of Innovative Mattress Solutions (IMS). With this experience, I will NEVER set foot in their stores again and will be sure to warn as many as possible of their tactics. They aren't honest at all.
Sleep Outfitter's Company Information
- Company Name:
- Innovative Mattress Solutions
- Year Founded:
- 2982 Winfield Rd.
- Postal Code:
- United States
- (866) 637-3778