Sleep Outfitters of Bowling Green — Local services in Bowling Green

Very unsatisfactory experience with Sleep Outfitters. In fact, if there was a place for NEGATIVE STARS, they would get 2 or 3 -☆

Purchased a mattress set and knew immediately it was not going to work for my wife and I. They insist you sleep on it for 30 days. I have had several shoulder surgeries and during the first night I woke up screaming in pain 3 times. Contacted the store and they said they can't do an exchange or return until 30 days. So we stored the mattress set in a spare bedroom and went back to using our old mattress.

They also claimed that if we return the mattress set, they'll charge a 10% return fee ' NOT what the official corporate website had listed. Only after emailing the corporate office did I get confirmation that a $150 return fee be charged. Seems they change the conditions when they print your invoice for delivery, YET the deliver personnel don't have you look or initial the terms on the back (there is a place to accept the terms on the back and they don't have you initial it - so those terms are not legally binding).

Other conditions in the fine print show they really don't want to honor their exchange or return policy. For example, if you don't buy their mattress cover, as soon as the original shipping plastic is removed. All exchanges/returns are nullified. In our case, the delivery personnel removed the plastic while it was still on the truck in the driveway! Glad we purchased their mattress cover.

Beef #3. On the 30th day, I called the store to arrange for return pickup. Talked to Glenda on 1/29/18 and 1/30/18 and pickup was confirmed for 2/3/18. We sat at home all day waiting. No calls, no one showed. I called the store at 1700 and they informed me the pickup was moved to 2/6/18. Nice, they could have informed me.

Finally the truck showed up on 2/6/18. After telling the store THREE TIMES that everything was being returned... AFTER TELLING the pickup coordinator at the corporate office TWICE that everything was being returned, the drivers showed up and only had notice of a box spring being returned. Disorganized right? Yet it gets better.

I then call their corporate number and talk to Anthony Basham on 2/13/18 about the status of my return. He said "The salesman at the store didn't contact you?" Nope. Here a week had gone by and this store sat on their backside. Disorganized? Yes. Doesn't give 2 cents about customer service? Didn't see any evidence of that in our experience.

I should also mention Sleep Outfitters is part of a conglomerate of mattress retailers; Sleep Outfitters, Mattress King, and Mattress Warehouse are joined at the hip - part of Innovative Mattress Solutions (IMS). With this experience, I will NEVER set foot in their stores again and will be sure to warn as many as possible of their tactics and lack of customer service. They aren't honest at all. A one star evaluation is...

After visiting mattress stores, and dealing with pushy sales people all over Bowling Green, Sleep Outfitters was the next shop on our list. Expecting the same pushy sales tactics as other places, I walked in a bit apprehensive, and truthfully over the whole shopping experience. We were pleasantly surprised when greeted at the door by Sharon. She took the time to listen to our needs and what we were looking for and had several options for us, although, they first mattress that she put us on was the clear winner. She and Aaron were very knowledgeable and answered all the questions that we had. The transaction and delivery went perfectly as planned. I will definitely recommend these two individuals, as well as Sleep Outfitters to all of my friends and family that are...

We recently purchased a mattress + box spring and had Crystal as our salesperson. She was informative and did not put pressure on us to buy immediately. We looked through the mattresses one day but made our purchase a few days later. She was happy to answer our questions each day. Delivery is quick given COVID.

We had a much better experience here compared to another mattress chain who told us to use their website rather than answering our questions personally.

Crystal did a great job of making clear exactly what we were buying without putting any pressure to buy a more expensive model. Would definitely recommend this Sleep...