The Sleep Loft - NYC Online Mattress Showroom — Local services in New York

BUYER BEWARE BUY DIRECTLY FROM MANUFACTURER! My experience with The Sleep Loft was remarkably bad. I went to the Chelsea showroom a month before moving from NYC to the West Coast. My experience there was amazing, with very helpful salespeople. I told them I wasn’t ready to buy, as I was moving to the West Coast, but wanted to select a mattress for future purchase. They helped me pick a mattress and said to call when I was ready and they’d have it shipped to my new address. Over a month later, when I was ready to place the order, I called the guy who helped me. He sounded as if I had woken him up from a nap and said it was his day off, but he’d have someone else call me. Nobody ever called, so I tried again and was able to place the order. (Maybe they don’t work on commission?) Understandably, it was supposed to take 7-10 days to ship. After 2 weeks and no mattress, I called the Chelsea location. No answer. Left a message. No call back. Sent a email. No reply. The next day I tried again. No answer. At this point I got nervous and started calling all the locations. The Upper East Side is the only store that ever picked up. I was told that I had to count 7-10 BUSINESS DAYS for production and then 3-5 days for shipping. The man said he was confident I’d have my mattress the following week, but I would receive a message from FedEx re: shipping when it was on the way. Never got a message from FedEx. I called regularly after that - I had been sleeping on a friend’s couch for almost a month. During this time, I never spoke to the same salesperson twice, which I found a bit shady. I always had to start my story from the beginning. I finally got a hold of Jerome, who was honest and told me that my mattress had been shipped to their NYC facility by mistake and now could not be found. (That explained all of the long “ummmms” and pauses I heard when someone actually did look up my order. )

Jerome said I could cancel the order, which I did. Not surprisingly, I never received a confirmation of this cancellation, nor did I ever get a refund. I have called several times since then and left messages, and have yet to receive a call back. I am now disputing the charge with Amex.

Once I canceled, I ordered the mattress I wanted directly from Helix - WITH A DISCOUNT from their customer service rep - and received it a week later. Do yourself a favor and skip the middleman. I have never experienced such a...

Edited from previous 5 star review. They treat you great when you arrive. It all goes bad once you leave. Peter handles all the orders remotely by email only and makes all the real decisions and Peter is no one's friend. He is a disagreeable faceless troll who bought a bunch of positive reviews back when he formed this company and has been having his reps beg people for a 5 star review every time they come in.

They only FedEx mattresses and it's your responsibility to get it in the house even if it weighs more than you do. White glove is another lie. Exchanged our mattress after a month of back aches. The replacement they shipped us was the wrong mattress and it was sent to the wrong address so we had to walk a mile away with a dolly to retrieve it on a Sunday. No one would pick up our old mattress. Ditto for this wrong replacement model.

3rd mattress was badly damaged because it had been in the box too long and was several months old - NOT made to order, sunk in the middle and seemed to be missing layers. The manufacturer didn't even know how we'd gotten something this old. Likely another shady Peter scam.

Sent us a 4th mattress, JUST AS OLD but finally not damaged, over 2 months after our original replacement with our backs now in agony. Now we have 3 extra king size mattresses and nowhere to put them. Still haven't resolved this issue.

The WORST part of all of this - which they do NOT tell you until after you've paid them - is your warranty is only covered through them. So if they go out of business or change ownership, your 5 or 10 year warranty is void. The mattress companies do NOT honor their sales. You can go ask in the store and they will not admit this, but we learned through 4 mattresses and 2 manufacturers this is the deal.

This place scams as hard as any other sleazy mattress company they just have a better gimmick. Go enjoy their mattresses in store and then order direct from the company itself with zero guilt, a full warranty and possibly a better price. Plus if you end up with a back ache you aren't limited to just one exchange. You're free to return it and buy from anywhere you want as many times as you want and probably won't end up trying to store 3 extra king beds...

I almost never leave low star reviews (check my history!) -- I like spreading positivity, but I had such a bad experience with Sleep Loft that I felt compelled to share! I actually still recommend going to this NYC location -- the sales guy we worked with was incredibly nice and helpful, and it is a good way to try out different online mattresses. We were having a great experience until we needed to work with customer service to get something exchanged. We wanted to replace the foam insert for the mattress (not the whole mattress) since it was too soft, but it turned out we voided our sleep trial by removing the tags that hang off the side of the mattress (maybe we are dumb and this is obvious, but that ultimately was not the issue -- I do think it is weird that we cannot exchange the foam insert because the tags were removed from the mattress, which is an entirely separate piece that comes in a separate box...but oh well). This policy is not listed anywhere on their site or the materials we received, so I asked if they could point out where these details were to get more information and to try and further explain that we didn't want to return the mattress...just get a new foam insert. They then completely ghosted me at this point -- I sent two or three follow-up emails and was ready to just pay them for a new foam insert, but they completely stopped responding to me after dropping the news that I voided the trial and were not willing to answer any questions or provide any further support.

I reached out to Helix directly today and they helped me in minutes -- I got a new foam insert with some free extra features and a super discounted rate. Moral of the story -- do yourself a favor and work directly with the mattress companies after trying the mattresses at this store. Second star is only because the sales guy ruled and it is a good idea...