Sit 'n Sleep — Attraction in Laguna Hills

I recently visited Sit 'n Sleep hoping to purchase a mattress before starting chemotherapy for pancreatic cancer. I had just undergone surgery, was in pain, and shared all of this with my salesperson, Julie Hicks. I also mentioned that the following day was my birthday, and I wanted to have the bed delivered that day. Unfortunately, Julie was dismissive, inattentive, and lacked empathy throughout the entire process. While another salesperson nearby was engaging warmly with their customer—walking them to the door and offering assistance—Julie barely acknowledged my discomfort. She simply asked me to sign documents while I was clearly in pain and made no effort to show compassion.

The following morning—my birthday—I still had not received any contact from the delivery team. I called the store multiple times and was met with an answering service, even though the store was open. After four attempts, someone finally answered—Chris from the Costa Mesa store, and he was amazing. Chris listened, showed empathy, and immediately worked to resolve the issue. He contacted Julie, who eventually called me back only to admit she had mistakenly scheduled my delivery for the following week. Her response? “I’m human. I made a mistake.” No apology. No attempt to make it right. No concern for the distress she caused.

Because of this error, my delivery came a day late, and my daughter, who had rearranged her schedule to help me, was no longer available. I spent nearly $2,000 on this purchase, and while that might not be significant to some, it was a big deal for me. Julie's lack of professionalism and compassion was deeply disappointing.

I feel like returning the frame and mattress to Julie Hicks so I could repurchase it at the Costa Mesa store with Chris. Chris exemplifies everything a customer service professional should be: kind, responsive, solution-focused, and genuinely caring. I’ve already referred two friends to him and would gladly return to the Costa Mesa location just to work with him.

Five Stars for Chris ⭐⭐⭐⭐⭐ Sit 'n Sleep: please train more of your staff to be like Chris. Compassion and accountability matter, especially when dealing with customers facing serious life challenges. Chris, I'm sending customers your way ASAP.

PS: I was in the store on June 18th 2025. I wish my health condition didn't prevent me from posting this...

All was good, the presentations of the different beds along with their corresponding info, but when the sales rep was asked for the price of the bed that we wanted, she quoted $7,400. Later, when we were closing the deal, she said it was $7,499.At this point, we had not made a purchasing decision. When she had originally quoted $7,400, we asked if that price included everything. She responded, “yes.” But later when she quoted the final price, was quoted to us, her balance did not equal my total balance. (I had been writing everything down in my notebook) At that point I asked for a breakdown of each item. That’s when she quoted us a delivery price and a recycle price. When we told her that when we had originally asked her if the $7,400 price included everything, that she had said, “yes.” However, she added, “no I never said those were words”, refrying to the “delivery” and the “recycle”. She acted as if she had misunderstood our question or like it was our fault for not asking if the $7,400 price also included the delivery & the recycle fees. How could I ask that if I didn’t even know there was such a thing as a recycle fee? This left a horrible taste in our mouths. I actually thought about cancelling the sale, at that point. I thought about koi going to the Irvine store at the Marketplace, but I didn’t want to do that to my husband, who is currently in a recovery stage from his cervical surgery. For a 77 year old person, in recovery from a surgery, what we had done was enough for one day. I noticed the sales person was upset towards the end of our transaction because even though she had told us that she would teach us how to use the bed remotes, she didn’t. She forgot. I don’t think that her problem was a language barrier, but I do think that her lack of transparency was unprofessional. I say that as a teacher of nearly 30 years, who couldn’t omit...

Yesterday we went mattress shopping at Sit'n Sleep, Laguna Hills. This was a long time after our last purchase at the same store. That mattress lasted way too many years to mention. Our sales person was Alfred, who surprised us as having more than 20 years of experience in the mattress business. We showed him a picture of our old 'Natures Rest' mattress. He new the construction technology used, and proceeded to explain how it had evolved over the past few decades. The explanations of the choices we needed to make were clear, as was the description of the pros and cons of the mattress we were 'sleep testing.' Needless to say, when we made our final choice, it was with the most detailed information we had ever received for a mattress purchase. Because I have a minor, but chronic, back problem, I cannot over-emphasize the importance of getting the mattress choice right. Alfred explained all the trade-offs for us to a degree way beyond my usual shopping-for-anything experience. And that is why I am taking extra minutes of my time to recommend my Laguna Hills Sit'n Sleep as The GO-TO-PLACE for your...