"We have not gotten our mattress yet but so far the customer service has been great. "

"I haven't received my mattress yet so I'm not writing about that. What I am reviewing is the service (or lack thereof) that I've experienced since placing my order. I received a call the day after placing my order confirming the order and at that time I asked about weekend delivery so I would not have to take time off work. The person I spoke with asked for my zip code and confirmed that the mattress would be available for weekend delivery in my area. My experience up until this point has been positive. However, it has been almost a full week since I've received the confirmation call and no updates on the mattress since then. Even getting an email update would have been nice. Earlier this morning I received a call to schedule delivery, however the dispatcher noted that only M-F delivery is available, so basically that means I have to take a day or half a day off from work to accommodate and it's really short notice to plan around. Then I requested an afternoon delivery window which was also not guaranteed. Considering we have to pay for shipping and set up, this is really disappointing.
Based on all the great reviews, my expectations for this experience was much higher. So far, I have to say I am disappointed."

"Thinking just about the buying process, I loved that they had the chat box open while I was browsing. When I completed my order, I realized that I had 2 of everything...and called immediately to correct the order. A live person answered and made sure the correct order was placed. A few days later, another representative called to ensure that they had the correct order. "

"Loom and leaf is the answer."

"Allen, thanks you so much for your patience with me while I searched for the measuring tape. The ordering process has been great, the staff is very knowledgeable and helpful. I'm so excited and can't wait for the arrival of our new mattress. "

"Love my new firm Loom and Leaf mattress. I was a little apprehensive about getting memory foam. There was no chemical smell at all. The firm has been the best choice for me. I'm glad I got it."

"I WILL TELL YOU MORE AFTER I SLEEP ON IT. "

"We are very excited to be getting our new bed! I just had major back surgery and need this in my life!
The customer service is fabulous, I'm praying the bed will be just as fab!"

"Customer service on the site was very helpful with the instant message concierge answering our questions to the best of their ability.

The follow up phone call is where things faltered. The voicemail left for me by Christian wasn't completely clear. He stumbled on his words a few times and apologized for mispronouncing the city and province we live in. Due to this message not being as clear as possible I called back in the hope of speaking with him in person to verify the details. All I could do was leave a message asking him to call back and that I would look forward to the email he stated he was going to send in the voicemail.

All day passed and I did not receive an email. He finally called back just now and my partner answered the phone and he wasn't very polite with her. I told her why I wanted him to call back and he was very direct and mentioned he was sending the email right away. I received email and it provided no details about my order for me to verify and all it included was a stock message and the link to this feedback area.

I just want to say the service at beginning of our order process was good and it was not so good today. "

"I am a repeat customer, and have ordered two more mattresses. The rep called me to confirm the order, and to make sure the height of the mattress was fine. So far, so good!"

"I have been impressed so far by purchasing with this company! I can't wait for my new mattress to arrive"

"I haven't received the mattress yet, but they called and sent an email confirming my order (and my special delivery request). That's great customer service so far!"

"Ordering was super easy. I wasn't bogged down by too many choices (which can be overwhelming). And the whole time I was browsing and preparing to order, there was someone on the bottom of the screen to live chat with me about any questions or doubts I had. Then, a couple of days after ordering, I received a phone call from a *real* person (his name was Christian and he was very nice) to confirm my order. I'm looking forward to receiving my new mattress and sleeping (hopefully) comfortably!! "

"A great experience from start to finish!"

"Best experience of an on-line bed without ever getting to try out the bed before delivery. The best is awesome and we would recommend the bed and process to all of my family and friends.

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