The Sleep Loft - Downtown Brooklyn Mattress Showroom — Local services in New York

First I want to say that the mattress I purchased is amazing and I'm so glad I went with the one I choose.

I wanted to write a review regarding an interaction I had with the salesperson, Jason. Upon first visit, he was very friendly and knowledgeable about the products on the floor and was very kind to me and partner and held my puppy while we tried out mattresses. I thought I was working with someone who was a decent guy. But upon purchasing (days after the visit) on the phone, we had agreed on a set price of the mattress and white glove delivery prior to him swiping my credit card but when I checked the purchase receipt after, it seemed he had charged me the original price prior to negotiation. I figured it was just a mistake so I quickly called back, within 15minutes at least. He responded with "are you sure, I dont remember saying that. At least I threw in white glove service" -- and this mad me extremely upset; it felt gaslighting to say the least.

What really rubs me the wrong way is he had freely offered to give me white glove services when we agreed on the price of the mattress and now he's asking me to just to let that price difference be counted towards white glove service. WHAT?! He eventually agreed and refunded me the price difference. This was August 3rd and I waited. After 10 business days, I called back because I had not received it and Jason said just wait and to call my bank to make sure it's nothing on my bank's end. So this kept happening for the whole month. I probably called at least 5-6 times with no results. This experience really made me feel the exact same way when I use to shop with my parents in brick and motor furniture stores, annoying salespeople and the constant calling to check if the furniture arrived. I was really hoping that this experience wouldn't be that -- there were many times during the month the tI wished I had just purchased my mattress online.

Today, I finally was so over it and short of giving up, I decided to call again. I called and Chauncy picked up. He immediately pulled up my file and said "I got that done, it should be in your account 3-5 business days" And sure enough, I looked up on account and it already showed the amount pending.

I glanced at the reviews and most people had high reviews for Chauncy and it's my experience with his professionalism that I decided to rate the experience with 4 stars; I really wanted to give it a 2/3 star because of Jason.

Anyway, all in all, do I recommend the place? Yes. Do I recommend...

I should've taken the 1 star review someone else wrote here more seriously. PLEASE, if you want a peace of mind, do not come here! I guarantee you will be stuck filing for a dispute with your bank.

The one star I give here is for the nice and insightful service the representative provided me while trying out the different mattresses to discover the best mattress for me.

The sales rep offered me a good deal for July 4th so I placed an order for a full size mattress with white glove delivery. I guess the deal was too good to be true.

The rep told me I will receive an email with a tracking number of when my bed is shipped out to their warehouse. A week past, no email. I go back to the downtown showroom, and I get the 'you haven't received it yet?' response with no sense of urgency, not apologetic for the delay, nothing. All I got was to hold tight and that I will get it soon. I go back every week, and I call every week following with the same rep, but I simply just get the same runaround.

A month goes by, I still haven't received an email with any tracking number, no email reply about my order, no calls from them about my white glove delivery. I call for a refund and the same rep kept stalling with excuses like the order might arrive to their warehouse tomorrow. I finally filed a dispute and that was the only time I got a call from the rep asking me to lift my dispute because the account is now "locked" and they can't refund.

After a whole month of runaround with this place, I'm still without a mattress and have completely lost trust in this process. I reached out to the bank about the 'lock' the merchant claimed for not refunding me and they said that is not the case. So here you go, another lie. I can't believe this company with storefronts all over NY and NJ can be this unreliable. This whole place is a complete scam.

Maybe if you are purchasing an item that is in stock at the actual showroom, you will be fine, but please do not make big purchases that requires delivery!

Also, Do NOT use their contact us link! You will not get a copy of the message you write them and they will not respond to you about your order. I'm stuck with a delay in my dispute because i have no documentation about me not...

I’m disappointed to have to write this review. My experience at Sleep Loft started off great—I visited the showroom to buy a mattress and was impressed by the attentive, pressure-free customer service. I felt confident about my purchase.

Unfortunately, everything went downhill after I placed the order. I was told my mattress would arrive in 7–10 business days. As the 10-day mark approached, I emailed Sleep Loft and was told the mattress would still ship soon. When I followed up again after the deadline passed, I was informed that Dream Cloud was experiencing delays and I’d get an updated shipping date. That update never came.

I tried contacting the original salesperson by calling multiple showrooms. When I finally reached him, he confirmed there were delays and promised to follow up—but he never did. I emailed customer service again, and this time they stopped responding entirely.

In the end, I had to file a dispute with my credit card company to get a refund because Sleep Loft became completely unresponsive. To make matters more confusing, Dream Cloud’s own website listed 1–3 day shipping for the exact mattress I ordered. Long story short, I have no idea what happened, but I would have wanted to know if this was a possibility before I...