Daydream? More like nightmare!

My husband purchased a Reverie king mattress and adjustable base (costco sku 1134815) and mattress protector for a split top bed (costco sku 1134841) on 04-04-2018. Two days after that purchase, I called the Reverie special order number, as instructed by Gregory Smith, to confirm the purchase. After encountering a few questions about the mattress and frame, I called reverie customer support line (1-800-456-7383) but my calls went unanswered. There is an option for call back on the phone system which I chose twice and each time, my phone would ring less than once, then hang up. Frustrated, I called several times after that and never reached an actual person. This solidifies the complaints online about ATROCIOUS customer service at Reverie. I called on 4-23-18 bright and early to cancel my order and the first thing rep. Dave said was that he didn't even see my order was confirmed and was going to call me later that day to do so. As you recall, I confirmed the order 2 days after the purchase date. It's a good thing though because if I can't reach the customer service and I don't even have the bed yet, I will most likely never be able to reach them if I encounter a problem after owning the bed. I requested that my pending order be cancelled and was told by Dave that he would call me back later that day for confirmation. I never received a call and when I called back, the automated message said that all associates were busy. I pressed the emergency line (number 2) and stayed on hold for 5-10 mins only to be disconnected by their system. Today, 04-24-18, I called once again bright and early. Got the standard "Your wait time is less than two minutes" and when the phone was answered, I was hung up on. I called back and spoke to Arheem who said that the cancellation order was placed at 11:30ish yesterday and that it takes 24 hours to process. He also said they would be calling me back today with a cancellation number to give to Costco to process the return which was paid on a Costco CitiBank card. SAVE YOURSELF!

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Cons:
  • Customer Service
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Ratings from this Sleeper

Back Support

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Don't know Not Rated

Pressure Relief

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Don't know Not Rated

Sleep Quality

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Don't know Not Rated
Previous mattress was:
Innerspring / Traditional

Stays "Cool"

User rated this bed:
Don't know Not Rated

Value

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Very poor Value
Price paid (approximate):
$7,000 (King) Size

Warranty Service

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Very poor Warranty Service

Softness Level

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N/A
Not Rated