SleePare Mattress Store Boston — Attraction in Reading

UPDATE: (*) I received final approval from Robert to return the mattress just before our moving day. We were cleared to return to the Reading store.

(**) When we arrived though, the store manager was not aware that we were going to return the mattress, and when he contacted his supervisor, she had no record of our return on file either, despite the paperwork with Robert.

(*) Thankfully, the manager was determined and was able to get the return processed while we were there rather than brushing us off and telling us it will be 'in progress' like a less diligent employee would. He gets all the credit for being put in an awkward position and managing to close the loop with the customer.

My experience with SleePare began amicably enough, but it is quickly nosediving to the point where I may need to file a BBB complaint.

(**) My partner and I booked an appointment at the Boston (aka. Reading) location, and spent our 30 minute time slot trying out about ten mattresses. The salesperson was patient and helpful, answering all of our questions and assuring us that we could always exchange or return the mattress if we changed our mind. We were told that an exchange is at no charge and a return would be a $100 pickup fee. We asked if that applied to any state because we were going to relocate to Maine in a few weeks. She said absolutely. She said returns were easy and not a problem.

We ordered our mattress but by the time it arrived our circumstances changed and we needed to return it. We hadn't even opened the box. I called the Boston store at 3pm on a Sunday to ask about bringing the mattress to the store and was told that I first needed to set up a return through the Customer Service department before bringing in the mattress. I was provided a phone number, left a voicemail, and was called back two hours later by Robert Black.

(*) I was told by Robert that we had to wait 30 days to return the mattress, despite it being still in the box, despite never being told that this was part of the return policy by the Boston salesperson, and despite being told a return was "easy" by the salesperson. He said that I should have read the return policy on the company's website, even though I made the purchase in person and of course assumed that the salesperson gave me all the proper information to make an informed purchase. When I inquired about pickup from Maine, I was told that they could not pickup from Maine. Since I was moving in 5 days, this alarmed me. Robert said he would begin the return process so that I could return the mattress to the Boston store by our moving day on Friday.

(*) Since Sunday, I have been emailing and calling Robert to check in on the return process. He emailed me once on Monday, asking if I was returning the mattress to the store myself (even though I had already told him over the phone that we would be driving the box to the store ourselves). After that, I have been ghosted by this customer service person. No one answers my emails or phone calls - not even an update to say they're 'working on it' - and I am so nervous about relocating to Maine in two days with the mattress that I will then be 100% unable to return even though I can easily drive it to the store today and drop it off.

I simply can't recommend this company to anyone who values honesty, responsiveness, and decent customer service. We were mislead in the store to think that the entire process, even a return, would be quick and easy, and now we are panicking because we're getting a different story from their customer...

UPDATE: Was ghosted entirely by Customer Service agent Bruce, who said he was working on finding a solution. BEFORE YOU BUY A MATTRESS, MAKE SURE YOUR CLEAR ON THEIR CUSTOMER SUPPORT AND SERVICING POLICIES. You’ll get no love once they’ve got your cash at Sleepare.

EDIT TO ORIGINAL REVIEW: My initial experience in-store was lovely. Unfortunately, the mattress I received was not nearly as comfortable as the one I tested in-store. Trying to exchange it was a NIGHTMARE, and dragged on for several weeks. I ended up having to call their pickup guy directly, myself, to schedule the exchange because Sleepare customer service couldn’t manage to do it. The new exchange is also causing severe pain. I have tried calling Sleepare to ask for further support, and they have not returned my calls. Their website outlines a one-customer/one-household exchange policy; whatever the exchange is, is considered Final Sale. I see other reviewers have had a similar nightmare with customer service after leaving the showroom. I regret buying from Sleepare. Go there to try mattresses and decide what you want, but buy direct from the manufacturer if you want meaningful customer support after you walk out the door.

ORIGINAL REVIEW: Madina at SleePare was amazing. I had a vague idea of what I wanted, but honestly had more uncertainties than specifications. Madina asked me several questions about my sleep habits, back pain, etc. The very first mattress she had me lay on was The One. She encouraged me to try others, take my time, and lay on them for at least 5-10 minutes to be sure. She was so knowledgeable about various features, pros/cons of different brands, materials etc. On top of the President’s Day sale, Madina was able to offer me additional deep discounts on other accessories I wanted. And she did not try to upsell me or convince me to buy anything I didn’t already want. I pictured it taking hours for me to decide on and buy a bed, and I had decided and paid in less than 30 minutes from my arrival time, all within budget. It was a very comfortable, relaxed, friendly, and efficient experience. Highly recommend coming here to find...

$2,000 deposit return took longer than needed. Just disputed it through Amex.

Originally put 1 star because original SA ghosted, disappeared and left the company after I sent the deposit and I was just left in the dark but I reached out to support and Bruce helped me out so I’m not as frustrated anymore so I’m changing it for 3 stars

At first, my experience with Sleepare was amazing. Tyler, the sales associate I was working with, was responsive, helpful, and answered all of my many questions. His support is what made me feel confident about purchasing the Helix Midnight Elite mattress. I made my decision after so much research and I was thankful he helped me out with everything.

I paid a $2,000 deposit while waiting for my new credit card to arrive so I could finance the rest. Unfortunately, the card took longer than expected to come in the mail, and due to an urgent move, I had to purchase a mattress elsewhere that could be delivered immediately. I still wanted to get the helix in the future since I’m only staying at this new place for only 1 year. But for the time being I didn’t need the helix mattress so I wanted to get my deposit back.

That’s when the service completely fell apart.

I reached out to Tyler and told him about the delay and got no response and then I reached out after a while about getting my deposit back and I got no response — and I was ghosted. I then spoke with someone named Bruce who said he is a manger and would follow up. After a few weeks he finally followed up today with an update. I was annoyed with the situation but after he called today I was satisfied with the update despite how long it took to hear back from anyone.

Regardless, I did very much appreciate the call update and the email he sent for extra support regarding...