Sit 'n Sleep — Attraction in Culver City

NOPE!!! I bought a mattress yesterday. Everything felt good, the sales person was very friendly (Larry) yet he told me that they will replace the mattress with a small fee, he will make sure I will be happy with my purchase and he will take care of everything if I have any issues.

First, let’s take a look at the tricky tactic they use. They inflate the price of a $120 mattress protector to $240, then offer a $100 “discount” to make it seem like they’ve waived the $99 shipping fee. In reality, you're still paying for shipping, they just disguised the cost by artificially raising the price of the mattress protector, then removing the added $100.

Anyways, I wasn't able to sleep all night and I had to switch to my couch to be able to sleep. I called them first thing in the morning to tell them that it was impossible to sleep on that mattress and if they can replace it with a little softer version. The customer center told me that they are not accepting any returns before 30 days and I have to pay 20% restocking fees. First of all 20% is not a small fee, it is 500$ and I have to pay another delivery fee + have to wait for 30 days to do replacement. I simple have to be tortured for 30 days.

Same thing from sales person, he will do everything for you to buy, I told him that I could buy this product from amazon or other companies that offer free returns and replacement. He told me I should trust him and he always makes sure his customers are happy. He will resolve everything if I have any concerns. In fact, he seemed genuine until this morning. His offered solution was to walk on the bed and it will get softer. So funny! Most mattress companies do free replacement. You can buy exact the same brands from amazon. You wont need to wait for 30 days to return and you wont have to pay for 20% restocking fee to return. It is a borderline scam. Stay away...

My partner and I went mattress shopping with little knowledge, and Casey was very knowledgable. He was a good salesman in that he knew exactly how to sell these mattresses. He ended up pressuring us into spending $3,000—about $1,500 more than we initially planned—on a luxury adjustable mattress and bed frame. He insisted we return the bed frame we had already purchased elsewhere, assuring us that everything would be delivered the next day (today).

This morning, I received three notifications confirming the delivery was scheduled for this afternoon. We started disassembling our current bed to prepare for the new one, only to find an error message on the tracking page that previously showed the delivery details. When we called customer service, we were told the delivery was rescheduled for two days from now instead. I later discovered that Casey had left a voicemail informing us about the delivery change, but I had missed it. This left me wondering why I continued receiving automated messages confirming today's delivery, rather than being notified about the updated schedule through the same system.

Now, we have to reassemble our current bed, and the whole experience feels chaotic and frustrating. In hindsight, it makes us question whether we should have purchased the bed at all.

As someone who works in UX Design, I recognize that when there are this many broken experiences in succession, it's usually a sign of either negligence or poor business operations where revenue takes presidance. Unfortunately, this pattern suggests we won't be the first—or the last—customer to go through this...

I had to give a good review for Greg at Sit n Sleep Culver City, who was so pleasant, helpful, and not pushy while answering our questions when buying our first "fancy mattress." He encouraged us to find the right mattress and suggested how to test it out for our actual needs. I'm so indecisive, so even when I kept saying I wasn't sure it was the right one, he never acted frustrated and would patiently work with me to understand how to find the right one by encouraging me to try different ways to test the mattress or asking clarifying questions to help narrow down options.

They are not lying when they say it's an investment! My partner and I have had our mattress now for almost 2 years. We decided to go with a split adjustable, which Greg worked with us to find a price point we could handle. Then, we got it and needed clarification about the gap (it was bigger than we had imagined). We called him to ask about switching it out for a non-split adjustable if we weren't loving it. He listened to our concerns and encouraged us to continue trying it out but assured us if it did not work, he could help us get what we needed without much extra cost. He was right! We hardly notice it now, and it actually keeps the middle of the mattress cooler than if there was no gap!

Since then, I've visited the store twice to buy premium pillows. Both times I was happy he was working since I knew I would leave satisfied with my decision. He's the man, and I promise you'll never buy some random pillow or mattress online again after you...