The Sleep Loft - Livingston, NJ Mattress Showroom — Attraction in Livingston

Buyer beware. It has been more than 6 weeks since we first walked into The Sleep Loft in Livingston and had a nice, no pressure sales experience. I was ready to write a 5 star review. We tried many mattresses and found one that we liked and proceeded to order a king size Helix mattress as well as a platform bed frame and headboard. Robert said everything would be delivered to us within 10 business days. When we heard nothing after 10 business days we called to get a status update. At that time we were informed that the mattress was ready for delivery but the bed frame and headboard were on back order until the end of December. We accepted the mattress delivery and the adjustable metal bed frame they loaned us while waiting for the rest of our order. Last week we called to ask if our bed frame and headboard were ready for delivery and were informed that it was on back order again until early February. After multiple unreturned phone calls, we went back to the store in person to request for a refund for that portion of our order. Had we known the items were not in stock on the day we purchased (and paid for them in full), we would not have bought them at this store. Six weeks later, we still did not have our complete bedroom set up and no one made any effort to expedite the process or assure us that there would be no more delays. Then there was the matter of them picking up the loaned bed frame - scheduling and coordinating took so much more effort and back and forth phone calls between the Livingston store and their Woodbridge warehouse. We made arrangements to our work schedule to be home for the pick up on a Tuesday and on Tuesday were informed that it wasn't happening and would have to be on another day. In a business where the whole experience is also dependent on third parties for stocking, delivery, pick up, we found the coordination and facilitation severely lacking. Now that we can finally close this unfortunate chapter, sadly all I can muster is a 1 star review purely because we do like the mattress and were glad we were able to compare with several others in person. We ordered a fabulous wood bed frame, headboard and matching side tables elsewhere and they were delivered and set up for us in just 48 hours. Lesson learned. Hopefully our new mattress lasts forever and we don't have to need The...

Robert made my experience painless. Hopefully how I feel after sleeping on the new mattress. Great place great job Robert. Thank you

Update on My Review

I contacted the store because I was unhappy with the adjustable platform I purchased. It has a very weak lift mechanism and does not fit the bed properly. When I inquired about returning it, I was informed that returns were not allowed—contrary to what the salesperson had initially told me. There was no manager or additional support available, and I was instructed to email customer support. Despite doing so, I received no response for over a week.

When I followed up by phone, the salesperson reached out to customer support on my behalf, only to confirm that no further assistance was available. I was simply told, “Sorry.”

In today’s retail environment, it’s rare to encounter a store that won’t allow returns. Had I purchased this item online, the process would have been much easier and more straightforward. The store promotes itself as being customer-focused, yet my experience was the opposite. Emails went unanswered, and the service I received was disappointing.

The platform sits significantly higher than my bed, creating an awkward and unattractive appearance—it looks like there’s a spaceship between my mattress and the bed frame. My experience with the store has been deeply frustrating and falls far short of the customer service standards they claim to uphold. Unfortunately, they seem more interested in taking your money than providing adequate support. An online retailer would have offered a much...

We had a great experience at The Sleep Loft!! Right from the minute we walked in, the staff was friendly and helpful. The atmosphere is relaxing / pleasant to look up at with the dark ceiling & string lights. The store and mattresses also felt very clean - little booties & a pillow covering are provided to each customer to keep the experience germ free. Robert was knowledgeable about the various mattress options and took us around the store to try different types. Once we had narrowed it to 2 mattresses, he let us go back and forth between them several times as I was being indecisive! He was not pushy at all which we very much appreciated!! Highly recommend this store to anyone looking for a new mattress!!! Especially if you’re looking for a mattress that you can typically only purchase online - this showroom is the spot to test them all out & prices are the same as purchasing online, plus friendly staff & white glove delivery!...