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July 2024 by Nick
Worst experience ever. I would have had a more enjoyable experience if I got a used mattress with bed bugs.
We were strongly recommended mattresses for my daughters when we moved in. Not only were they terrible mattresses, but one developed a HUGE hole in it due to spring issues.
I took pictures and spent almost an entire year going back and forth. Even though I was assured that my proof of purchase is on file, they couldn't. I paid for a credit card statement to show that proof, and they still just ghosted me.
Worst customer service, worst store. Lets hope the closure isn't temporary if they're going to treat people like this.
Absolute JOKES of a company and employees. Only go to them if when you do have a problem you get the worst customer service imaginable. Don't waste the $600 like I did, I'll never get it back and if I can ensure that no one else suffers the same fate, then I will.
I'm not joking. Don't waste your time or energy.
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June 2024 by Ed Kopp
Don't buy anything from them. They are skammers. Urmil is the nicest guy in person, but very rude and belligerent on the phone. All positive reviews are from his extended family.
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June 2024 by Don Piner
This store should not be in business. Worst customer service ever. I was lied to, humiliated, and ignored. The products I ordered and paid for in full were never delivered, and it took months of effort and over a year to get my money refunded. Avoid this company like the plague!!
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May 2024 by Toni Crow
We purchased Ghostbed Luxe bundle in KingXL with adjustable bases, back in early October. We are really loving them.
Urmil was knowledgeable and pleasant to work with. We decided to purchase - a large investment compared to standard beds and mattresses. It came down to Mattress Lounge and another retailer pretty close in price and quality.
What tipped it for us was Mattress Lounge was willing to include delivery and installation as well as taking away our old mattresses. Urmil also said they'd throw in a few other items to help our decision.
We were excited and, although Urmil said our new purchases would come in 2-4 weeks, the receipt did say a more conservative 4-6 weeks. This was part of what led to our decision, too. I had been sleeping on a spare bed due to back issues and couldn’t wait to have a new mattress!
6 weeks came and went. Multiple emails and promises came and went. It was frustrating. There were a couple of unfortunate delays that were apparently out of Mattress Lounge’s control - a manufacturer warehouse move, weather stopping truck shipments, water damage. In some cases, we received pro-active updates, more often I had to keep reaching out. I could include a disturbingly long list of communications and promised dates, but will spare you details.
Eventually, we received our mattresses and bases, 12 weeks after our purchase. They did provide delivery, installation and hauled away our old mattresses.
- What was good: Urmil promised additional sheet sets to help make up for the delay, which is lovely (although we did not receive them).
- What was not so good:
1) There was only one man, so my husband had to assist him. This put my husband’s back out for weeks, but it felt like there was no choice as it was pretty tricky to get the bulky pieces in and up stairs, and around corners. [And we really did not want to send him away and be subject to more delays.]
2) The man followed a youtube video as he’d never done it before. My husband ended up helping to figure it out with him.
3) With the delivery we received half the promised additional items, but not quite as described and missing a piece so we are only 1/2 set up. Again, we have been back and forth, back and forth, with multiple promises of new dates coming and then going, with no joy.
I’m really not at all sure if what was promised was mainly fluff with no real intention of fulfilment. Another long list could be provided of all the communications. Some proactively, but mostly me initiating once a new promised date passed us by.
On the last two occasions I asked for a promise they felt they could definitely keep.
On the first, I followed up and was eventually told they had a robbery causing delay getting things replaced. Ok. Understandable and unfortunate. I’m sorry that happened to them.
On the second occasion, again asking for a realistic promise they could keep, they provided it with confident commitment again, and the date again passed us by. We were supposed to receive what was promised last weekend.
I received this: “Just wanted to give you a quick update. The bedsheets are coming this weekend and I'll let you know as soon as they arrive.”
3 days later, an email said the goods were still on the way...
I do not like writing reviews like this. At this point, I’m beyond disappointed. I’m done.
Communications, sometimes timely, sometimes not, rarely accurate, were always courteous.
However, this has just been painful, and remains unresolved.
If you select Mattress Lounge, I hope your experience is better.
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April 2024 by R.Y.H. Sham (L.K. Sham)
"Delivery in 2 business weeks" = More than a month. Delay excuses include: "Delivery rescheduled because of rain," "Mattress wet because of rain... we opened and cleaned it," etc. When delivery was finally scheduled, driver never showed up. Transaction had to be cancelled after 40 days of wasted effort. Beware of suspicious reviews and business practices.
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April 2024 by Kaily & Michael
I can’t stress enough how bad of an experience buying from Mattress Lounge has been. I strongly recommend that you take your business elsewhere, don’t get caught yourself. My wife and I bought a mattress in November, 4 months later we are still waiting on the promised bed sheets and mattress protector. The mattress also didn’t come when it was supposed to and the box spring didn’t fit (they did nothing about this). After sending many emails and phoning the store multiple times (and getting no replies) my wife and I went in and when we refused to leave until they resolve the matter, Urmil promised us he would order the sheets and hand deliver it. After following up on this promise we were just informed that the store was robbed and can you believe it, they took our sheet set. I’ve never heard so many excuses in my life. Save yourself a giant headache and steer clear.
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April 2024 by Kaily Stevens
DO NOT buy anything from this store. Urmil will promise you the moon, and deliver nothing. The level of respect given to the customer is appalling. When you try to lodge a complaint, the manager is unreachable. Since starting this mattress saga in Nov 2023, I’ve been lied to at least five times and am still waiting on my promised sheets. “Apparently” the mattress store was robbed before the much anticipated sheets ( 3 months in waiting) could be delivered. Oh yes! And don’t forget the convenient month long trips to India where customer service freezes and then is forgotten. Save yourself the headache! Unless you are a glutton for punishment and love a big battle, then the Mattress Lounge is not for you. If there were a zero stars option, this would be one of them!
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April 2024 by Michael Bennett
If I could give zero stars I would! DO NOT BUY FROM THIS STORE UNLESS YOU WANT A BAD EXPERIENCE! Urmil will promise you whatever he thinks you want to hear, and then not deliver on his promise. There is no way to contact the manager and the staff their do not return phone calls or emails. I had the WORST mattress buying experience. It has dragged out for 4 months now and is still not resolved. They think that if they drag you along long enough you will just give up. Do yourself a favour and shop anywhere else.
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April 2024 by Ed B-n
Poor communication, delayed delivery. No tracking of my order. It's been a month since we ordered our new mattress - still no delivery date given. Moreover, our other items that supposed to come with the order (mattress protector and special pillow) were apparently "stolen"... How?! Sounds goofy. My honest advice - stay away. Too many lame excuses.
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February 2024 by Wahid Khan
Don't believe negative reviews. I bought a mattress and I received it quickly. The service was excellent.
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February 2024 by Travis
Should have checked the reviews here before ordering but this was the only place that (supposedly) had what I wanted. Ordered on Dec 9, was promised it would be here 'probably within a week, maximum 2'. It's now Jan 22, initially lots of excuses now they've stopped replying to emails or picking up the phone. Starting to feel like I was scammed.
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February 2024 by Kathy Southwood
Very disappointed in how this store has gone so downhill in less than a year. I believe they will be out of business very shortly,
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February 2024 by joe intile
My dealings with this store was a nightmare, such a dysfunctional owner and manager. I ordered a bedroom suite 13 months ago and still do not have it. And to boot sandy tried to charge me over $800 more for something i already payed for. NO customer support, all the lies, and yes they have all my money and no product still. I have read many other things people have said here, and i don't believe it. Do NOT deal with these people at any cost.The saga continues, two weeks ago a new girl calls me as says when can we deliver the bed frame and I say what about the inhalation and the rest of my order. Needless to say no call back.I had sent an email and again no response. Come on people I know there is many more like me out there, come on stand up to these guys don't be shy. The only way we all will get what we paid for is speak out help one another. For me i will fight to the end.They are digging a deeper hole with customer service, today now they tell me they are NOT going to deliver and install my bed frame and that i will have to pick it up myself. I paid for them to deliver and install my bed frame onto my adjustable ghost bed. As as no sign or commitment to the rest of my bedroom suite. IS THIS THE KIND OF COMPANY YOU WANT TO DEAL WITH!!!
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January 2024 by Todd Arbuthnot
If I could give it a lower star I would. I’ve been waiting for my bed for almost 2 months. Arranged for Dec 26th, they email me at 730pm on Christmas Eve to tell me they have arbitrarily decided to deliver on Christmas Day, wanting to celebrate the day with a delivery. I declined. Dec 26th…the original delivery date, they want to deliver my mattress, but don’t have room for my box spring. Well pretty hard to make a bed with half the bed……which makes we wonder what they were going to deliver on Xmas day!!! So Dec 27 is now the delivery date. They suggested they deliver to my house at 10pm at night. Again, I decline. I have requested a full refund since they clearly have no customer service….nope. Can’t deliver my bed. Won’t refund. Honestly I think this is scam. Do not spend your money here. I couldn’t imagine if I took delivery of a bed and had an issue, no way they would stand behind it or bed able to help. It’s like a Seinfeld show. They took the order for the bed, just can’t deliver the bed! Stay AWAY!
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January 2024 by Jay Padda
I bought my mattress from these guys. service was great.
