Verlo Mattress — Hotel in Wauwatosa

FINAL UPDATE: Around the delivery day, we went through a few more days of hassle to get this mattress in and have a layer that was ripped (we noticed it 20 min after it was delivered) replaced. The mattress is comfortable but I can't say I'll be spending any more money here as I've had mattresses just as comfortable for a fraction of both the cost and the headache that this company put us through.

ORIGINAL POST: We called ahead to this store twice to check delivery times as we were moving from Madison to Milwaukee and wanted to toss our old bed in Madison so we didn’t have to bring it with us. Jeremy told us delivery was about 1.5 weeks out at the time. We would be able to be in Milwaukee to have the bed delivered and only have to sleep on an air mattress for 1.5 weeks. We go to the store, order a $3,000 mattress, and have it set to deliver Friday, June 11th. I had travel plans all week so I arranged them for the sole purpose of having this mattress delivered on Friday. So the Wednesday NIGHT before delivery, I get a call from Maria, at Verlo, who left a voicemail saying there are supply chain issues and they need to reschedule the delivery. I call back the next morning, the line is busy so I leave a voicemail. I call again and the girl on the phone says that Maria is busy so I ask if anyone else can help me with this rescheduling. She says this supply chain issue has affected a lot of customers and Maria has to get back to all of them. If it’s such a large scale issue thats taking 7 hours to call people back, I think more than 1 person should be handling it. I tell her my travel plans are made around getting this mattress and I need to know if they need to change ASAP. 2 hours later is when I finally hear back from Maria. She said she can reschedule me to June 29th. Almost 3 weeks later. We have to sleep on an air mattress for 3 more weeks. I asked if she could do anything to refund us some money for this and she said no because it’s such a large scale that’s affected. So, since more of us are affected, they’re saying “nope you’re on your own here”. I asked if I could have the number of someone she reports to since she’s not able to help and she said it’s just her there. She finally says she’ll have the district manager call me (plot twist: he never did). For a $3,000 mattress, you’d think they would actually take care of their customers but they clearly only want money.

Now, here’s the worst part: they lied initially about delivery. Maria said Wednesday was the first she’s heard about this issue. When I called another Verlo to see if we could buy from them instead, they said they’ve been having this issue for at least a month. So why did Jeremy say delivery would be guaranteed in 1.5 weeks? Our contract says delivery is on June 11th, and they broke that. Had we known this, we would’ve brought our old mattress so we wouldn’t be on an air mattress for 4 full weeks and I would’ve organized my travel plans to not need to stop in Milwaukee again on Friday. But by then it was all too late because Verlo does not care about...

We have been loyal Verlo shoppers for over 20 years as a married couple and the first mattress I ever bought myself as a single woman was a Verlo. Our last Verlo mattress could be flipped/turned and it lasted us about 12 years. When it came time to replace it, we went back to Verlo and let the salesman convince us to purchase a split king with mattresses that CANNOT be flipped. I know a former Verlo mattress employee who told me several times to NEVER let them convince us to buy mattresses that can't be flipped and, sadly, we did not take her advice. Here we are, a few years later, with two VERY expensive mattresses that are no longer firm, smushed, which are more like two 20 year old mattresses in dire need of replacment. I am disappointed in myself for not listening to my friend and disappointed in Verlo for making an inferior product. For anyone reading this review, I STRONGLY ADVISE YOU to not listen to them when they tell you the "new technology" means you don't have to flip your mattress. From our negative experience, that is definitely not true. And don't get me started about the outrageous prices of their sheets now. $200+ spent on each set of sheets, and none lasted longer than about 6 months, my husband rips right through them. I have been a lifelong Verlo shopper, but doubt I would return there again after our disappointment in...

Horrible customer service and product. I was in the market for a new bed so I thought I would give this store a try but my experience has been a nightmare ever since I bought a mattress from them. When I arrived there, I stood and waited 20 minutes before anyone approached me. This should of been the first red flag, but decided to give it a chance.

The sales rep falsely told me that if I buy a mattress, they will take it back and adjust it for me for free for the 1st 10 years at no cost. Later, I found out that it wasn't true as they charge over $100 for an adjustment. Also, their is not a trial period so you cannot return the bed for a refund. Furthermore, you cannot schedule a time to get it delivered, you have to be home for the whole day.

If all this wasn't bad enough, they also messed up the stitching on my mattress as there is too much fabric on the top part. Their beds also require deep pocket sheets but any deep pocket sheets I buy NEVER fit the mattress. So every night the sheets come off the corners multiple times and I have to sometimes get up to fix them. They truly sold me a mattress that no sheets fit on. $800 down the drain. You're better off...