"On 1/22/06 we purchased a GEN2 mattress only from bsleep.com for $899.00. This was purchased due to medical problems and many months of research on foam beds and price comparison shopping. We received the new bed 2/9/06. Due to the same medical problems, by 2/12/06, I was unable to sleep on the bed as it aggravated them. I sent several emails with no response. finally I was offered a "topper" on 2/22/06. It was sent to the wrong state! We received it about 2 weeks later. The mattress is just "NOT what the dr. ordered". I called and emailed numerous times. I was told that "the employee I was dealing with was no longer with the company. I was "talked" into a replacement mattress for an additional $400 on 3/21/06. After numerous excuses of lack of inventory, or supplies to "build the bed" we were given an estimate of 10-20 business days, that would make it 4/28/06. I called and actually cancelled the order once. They told me "I had to ship it back" when their website actually states "...You only have to call 1-***-***-**** Customer Service and we will give you a rep that handles our returns. He will arrange the pick up of the product being returned as soon as you have it ready. We only charge the exact cost of the return shipments & Nothing more...." I found out it was going to cost me $400 to ship it back. Then I re-ordered it, to give them the benefit of the doubt. I was told the bed would ship 5/3/2006. When I could not get a tracking number on my bed by 5/4/06, I tried emailing, no response. Calling the 800# and the phone just rang. I finally dialed the long distance # and reached a recording stating that the warehouse was relocating and would be out of "pocket" until 5/20/06. I left a message and sent several emails and the response I got was that orders would still be shipped out on time. On 6/2/06 I was told they had only been back up and running for 2 days and wanted to know "what she could do for me?" When my return email bluntly asked "where was my bed?", I have gotten no response but that they will get back to me, or they are out of the office, or they will call me, but they are never there. I told them I would be contacting my attorney if I did not get a response. I would just like to have them pick this bed up, like their ad states, and refund my money, the $899 for the original bed and the $400 for the upgrade that we have never received. As for their rating...for customer service.....I would give them a NEGATIVE NUMBER if allowed!!! And definitely NEVER recommend them to anyone. I looked them up on the NY BBB site and was astonished. As for their possible response of "this customer is lying!!!!" I have correlating emails and phone records for proof that I have willingly provided to my attorney. And am assured that any possible "slander" or "libel" accusations will be dealt with in court, but I would prefer just to have them pick up the mattress and return ALL of my money!"

"I am extremely dissatisfied with Bsleep and its sales people. I ordered a $4000 bed for my father in January and was pestered by them weekly until the check cleared. I waited two weeks after that for delivery and called to find the status, they were waiting on parts, I called them weekly after that, never did they call me with the status. After five weeks I cancelled the order when" the manufacturer recalled the bed" and because at that point I was going to buy one locally.
It has now been over four weeks since I cancelled the order and they have still have NOT refunded my money.
Its no wonder their ratings have dropped in recent months. I give them a zero and advise that no one do business with this company "

"Great on the phone but cannot deliver the product when promised. Was offered priority shipping to make the sale a little more attractive. When I called to check on the status of my bed I was informed I got bumped off the list by people whom had paid for priority shipping -vs- a guy like me whom had it thrown in to make the deal look a little sweeter. So another week goes by with no word. I finally get hold of my salesperson Cathy who assures me my mattress will ship Tuesday and be at my home by 2/21 at the latest. She sends me these exact words in a e-mail. Actually, subject of the e-mail says Shipping Guarantee. Well, today is 2/20 and I thought I should check the status and guess what. It didn't ship till Friday...at least that is what I'm told but I cannot confirm because she cannot give me a tracking number. This leads me to belive it still hasn't shipped...I have since then received the bed. It is in good condition and we sleep well on it. However, we still have not received the two free pillows we were promised. I am told they are on backorder from the legal department at bsleep. They called to chat regarding this post. "

"I placed my order for a mattress and a foundation on 15 October 2005. The sales-person was very knowledgeable and polite. On the 30th of November, Old Dominion Freight Line telephoned to schedule delivery. The caller was quite helpful. On 2 December 2005 delivery was complete, and it was done politely and efficiently. I have had reason to be dissatisfied with several other companies' services, but I have only very high praise for BSleep."

" I have nothing but praise for this company and its employees. I was always treated with respect and received prompt replies to my email questions.
I think they are getting a really bad rap here due to a few babies who think everyone owes them the world. This is a business that is run very professionally in my opinion. They really do have excellent customer service and I would be the FIRST one to complain if I was treated poorly, as I have written bad reports for other companies on this site that have wronged me.
After speaking with and emailing a number of times, I placed an order with BSleep on September 2, 2005 for a Gen 3 10" mattress. The company rep told me that my mattress would ship within 2 weeks. On September 14th, I received an email stating my mattress had shipped and I asked for the tracking #. Early the next day, September 15th, I received the mattress via UPS, one day later!! (Later that day I did receive the tracking number as requested, but the mattress had already arrived). When they took my order, they charged my CC 1/2 the total, then on the day it shipped, they charged the other 1/2, just as they had promised. Upon unpacking the mattress, I opened the cover to inspect the materials and found the foam was excellent quality (and yes, it was new!). The total height was MORE than what they had offered, as mine was almost 11" (6" base with 5" memory foam). I was immediately impressed by the fact that I had gotten more than what I was promised.
I slept on the mattress for 3 months, but my wife and I just couldn't get used to the firm feel (it is just like the Tempurpedic). I was reluctant to send the mattress back after reading the other reports here, but I contacted them and they were true to their word and honored their return policy. I actually ended up driving the mattress in my truck to their factory in New York, since it was only about 1 hour away. The people at the factory were very nice and helped me unload the unit from my truck. They inspected the mattress while I was there and told me everything looked fine and I would receive a credit in a week. It's now 1 week later and sure enough, I received a full credit on my card for the amount paid.
I would have no problem recommending this company to anyone. They are true to their word and have a quality product. If you like the Tempurpedic and are looking to save some SERIOUS money, I suggest you give them a try. Their 90-day policy is better than any other mattress company out there, as you are only responsible for getting the mattress back to them within 90 days.

"

"
i was 100% honest in my post, and it is for informational purposes only. I never asked for anything other than an expected delivery date, period! By 11/17/2005 (15 days after my order date), bsleep still did not have the materials in stock to make the mattress heading into that weekend, and did not know when it would be arriving. So if 15 days have passed, you don't have any material for production, it takes a minimum of 1-2 business days when you do finally receive materials to make the mattress, it takes a minimum of 5 business days to ship from N.Y. to cali per bsleep, and we are coming up on a thanksgiving weekend, how is it even conceivably possible that they would deliver my product within their so called 10-20 day period? it's not possible, Do the math! All I wanted to hear was an intelligent answer as to the delays, and received 5 different excuses.Go ahead an sue me for following up on my order. If a customer can't call to see when he /she should expect delivery for an item that was already charged to my credit card in the amount of $1,499, then you probably shouldn't be doing business with the public. I went to a local manufacturer sleepingonclouds.com, and they let me touch and see the material to build the bed. I told them exactly what i wanted, and guess what, it was delivered to my door within 48hrs. exactly as i ordered. I slept on it for the first time last night, and had the greatest sleep ever at a price far less than anyone else i have spoken with. My bad experience has turned out to be a good one. I gave you an opportunity to earn my business, and it didn't work out for either of us. So rather than threatening to sue everyone that has the slightest negative comment about your company, listen to what they are saying and improve your customer service so that events such as this one do not happen in the future.

I do hope that bsleep keeps responding to the post because it shows the ultimate lack of class and professionalism that should be exhibited by any retailer. Comments such as "suing for slander and sabotage" are absurd. Is this the type of customer service we should all expect when spending our hard earned money? That is a decision for each individual to make."

"Hello,

I spent a good 2 months researching mattresses and all the players in the business. I was interested in memory foam so I looked at Tempurpedic. The sticker price was shocking so I ventured off to the Internet. I looked at Abed and Dormia, just to name a few, and spent time at Epinions. I was leaning toward Dormia when I changed my search parameters a bit and came across Bsleep. I was impressed by the information on their website and the candor it showed. I talked with Bsleep's sales and we worked out what would probably work best for me. It was a 6" latex base with 3" of 4.8 lbs memory foam. The sales associate was afraid that if it was 5.3 lbs foam that the surface would be too firm (like the Tempurpedic felt to me on trials at the local stores). After these discussions, I thought for sure the price for a king was going to be around $1,800 compared to other sites for similar specifications. The price was well below that and I ordered on the spot.
I was so hoping that the latex memory foam I ordered was going to alleviate some of my pain that I have had since back surgery many years ago. Unfortunately, after trying it, the bed helped with some of the pressure pain, but it seemed to be causing some shoulder pain. So I called Bsleep and they tried to make it better by working with me and sending an additional 1" higher density pad, but that did not help much either.
I gave it 2 months of sleeping on the mattress, but for some reason it really just never worked out. My wife absolutely loved the softness and comfort, but I'm the one with the really bad back, and since I'm not made of money, and with my back the way it is, I spend a fair amount of my expendable income on alternative modalities. I couldn't justify keeping the bed and I reluctantly decided I had to send it back.
I talked with Bsleep and we worked out sending it back. I told them that I felt really bad because their product is quality, I really like the construction, and their staff has been really helpful. In particular I thought it was great that the cover unzipped and you could look inside the mattress to see what you were really getting and for adding additional padding.

thanks,
Paul"

"We ordered a split dual king Gen2 mattress with two adjustable bed frames for $3500. They charged my credit card on the day I ordered and delivery was estimated at 2-1/2 to 3 weeks. 63 days later beds were delivered but not the ones I ordered. Seven months later I had the right beds. Thanks Bsleep for working with me and making everything right in such a speedy and fair manner.

8/22/05 Reply: I was never given an invoice number. Everything was done over the phone. If I am not in your database then why did you send me 5 emails threatening a lawsuit for my honest review? Suggestion for buyers: Check out www.bbbnewyork.org
"

"I ordered a "Generation 2" memory foam mattress from this company. Price quoted was $1,100 with "free" shipping if I ordered that day. After 5 days I had to call specifically to request a receipt to be sent to me. The receipt I received was for a "Generation 1" mattress, which is made of lower quality foam than the "Generation 2", and therefore less expensive. The company corrected the "mistake", but the second receipt I received for the "Generation 2" mattress was $100 more than the quoted price. After calling to complain several times, I was told by the salesman that he would "take care of it". I never received a receipt with both the correct merchandise and correct quoted price. (Incidentally, both receipts I received showed a shipping cost of $98, despite the claims of "free shipping"). I was originally told it would take 10 to 20 days to receive the mattress, and that I would receive an email telling me when it was shipped. After 25 days, I began tracking the shipment with Old Dominion Freightways, since I never received any email from bsleep.com regarding shipment. When the mattress finally arrived after almost four weeks, it was in a regular, thin cardboard box with no additional packing materials such as bubblewrap, etc generally used to protect the merchandise. The box was torn apart in several places with the mattress hanging out and obviously damaged. There was no packing slip with identifying documentation on the mattress at all (i.e. no way for me to know that they actually sent me the "Generation 2" mattress that I ordered). I was originally told that if I wanted to take advantage of the 90-day "free sleep trial", I would have to return the mattress in its original packaging, and that it had to be free from damage of any kind. I obviously refused to accept the damaged goods, as I would never be able to return it undamaged nor utilize the damaged shipping package as required. I immediately contacted bsleep.com and asked them to reverse the charge that appeared on my credit card four weeks prior. After everything I had gone through, I didn't want to deal with bsleep.com any more. The customer service representative told me that I should have accepted the damaged mattress so they could help me "fix" any problems with it. I was told that I had to deal with the shipping company if I wanted to pursue any claims for refunds. I was explicitly told that as far as they were concerned, bsleep.com had sold me a mattress and it wasn't their fault that I hadn't accepted delivery. I was never given any choice of freight companies. I have ordered many things from the internet, and have refused delivery of damaged goods on several occasions. The vendors involved in those transactions have always honored my request for return of funds, and I have never had to resort to dealing with the freight company...until now that I bought something from bsleep.com. This, despite the large emblem on the bsleep.com website claiming "100% Satisfaction Guaranteed". When I asked to speak with a more senior person, the customer service rep said that he reports to the owner of the company. When I asked to speak with the owner, I was told that he was on vacation, and that "...he doesn't speak to customers anyway...". In summary, this has been one of the worst experiences I have ever had purchasing any kind of merchandise. I recommend avoiding this company at all costs.

1/31/05 Update: bsleep worked with us over the last two months by attempting to re-ship the mattress several times. On the third shipment the mattress was packed with better insulation, and arrived in good shape. We accepted the mattress and are now in our 90-day trial period. I would amend my earlier negative comments about bsleep to state that I value the efforts they have made to make me a satisfied customer, in the face of the problems experienced with the shipping company. So far, so good."