Malouf — Local services in Nibley

My husband and I recently attended the Warehouse Sale at Malouf and purchased the king size 11 inch Latex Hybrid mattress, the M510 Adjustable Base, as well as some sheets, pillows, etc. Even though everything was discounted, we still spend a significant amount of money.

We were given a mattress box and 2 boxes for the base (a head piece and a foot piece) then headed home. We got home around 9:00 PM and decided to setup our new bed out of pure excitement. We took apart our old bed and started setting up our new bed but realized we were given two head pieces instead of a head piece and foot piece. We opened the 2nd box to double check but then realized we weren't given any legs or a remote for the bed.

At this point, it was 10:15 PM and we were extremely frustrated. We'd just spent all this time moving things around our small apartment (not to mention the base pieces are SUPER heavy) with no bed to show for it. So, we boxed up the 2nd head piece and threw our old box spring and mattress on the floor so we could go to sleep.

The next morning a little after 9:00 AM (note this was a Friday), I called Malouf's Customer Service line. I was told that we would have to physically bring the piece back in, but before that, I would have to take photos of our receipt and the two boxes to confirm that we'd been given the wrong pieces, email the photos over, and hope that their Customer Service would get to it before the end of the day. And if they didn't, then we'd have to wait until Monday.

I was very frustrated at this point because 1 - it wasn't our fault that we were given the WRONG piece and 2 - I didn't feel like they were even that sorry about the situation. I even asked if we could physically bring the piece back in that day with the photos they requested (which was still inconvenient because my husband and I both work full-time) and I was told that they couldn't guarantee that someone would be able to assist us at the warehouse...

After being told "This is just our normal procedure for returns or exchanges," I decided it wasn't worth getting steamed up about so we ended the call. At 9:30 AM, I took my half hour lunch break to run home and take the photos so we could get an email to their Customer Service team ASAP because waiting until Monday was not an option (Remember, we live in a small 2 bedroom apartment with now two beds scattered throughout).

As I'm on my way back to work, I get a call from the Malouf Customer Service rep I just spoke with about 45 minutes earlier. She told me that she had just clarified with her supervisor and we could bring the incorrect piece in that day before 5:00 PM with the receipt and exchange it for the correct piece. Dumbfounded that this couldn't have happened 45 minutes earlier to save me the trouble of taking my lunch break, I thanked her and called my husband. He decided he'd take a half day off of work to get this taken care of. We arranged to borrow a truck and asked people for help loading/unloading the base piece (remember, they're heavy) and everything seemed like it would be fixed.

That afternoon, my husband went back to Malouf to exchange the pieces and made it back to our apartment. After they unloaded the new piece, my husband realized we were given the wrong piece AGAIN. This time it wasn't for the correct model. Obviously upset, my husband calls me to let me know he's headed back to Malouf AGAIN to hopefully get the correct piece for our bed. We did end up getting the correct pieces and were able to setup our bed that night.

My frustration is more due to the lack of initial desire to correct the mistake on the Customer Service side. Both instances were obviously not our fault but it almost felt like they refused to take responsibility. So, my advice to everyone is make sure they give you the correct pieces BEFORE you leave the warehouse.

Other than our experience with their Customer Service, my husband and I are very pleased with our bed, base, sheets, pillows, etc. They're very high quality and you can't beat the prices during their...

THE NEW CALIFORNIA WAREHOUSE IS FAILING AND NEEDS NEW MANAGEMENT! I feel bad jumping on the bandwagon of negative reviews regarding the VIP order and customer service because I know Malouf is typically an upstanding company but I have experienced the same issue that many other reviewers have expressed. On 11/27 I made a VIP order of three different products and was expecting a longer than usual shipment time given the holidays and COVID. More than a month later on January 5th I made my first call asking what the status was because I had received zero communication to this point. After speaking with someone I was told that my order had difficulty processing because one item was out of stock at that particular warehouse and some other mumbo jumbo. I was assured that the product would arrive on their next weekly shipment from California that upcoming Monday. That Monday came and went as did another Monday still with nothing. I called again and informed the individual I was speaking to that it has been nearly 60 days since my order and I would just like to know if it is even coming or if I should seek a full refund. I was then told the exact same thing as the first call. That one item was not at the California warehouse and that a special request was put in to guarantee that it would be routed to California and then to Malouf headquarters to be picked up the very next Monday. After mentioning that this was exactly what I was told the last time he apologized and said it would be here. Well, the next Monday came and went as did the next Monday. STILL NO ORDER! So today I called again 70 DAYS SINCE MY ORIGINAL ORDER. Jason helped me out today and was very helpful. He had trouble getting some of the needed people to answer their phones but eventually he was able to get back to me. Before he called away for some answers I told him that I had been told twice that my order was definitely going on the next shipment and that if that is the answer he would give me that I would appreciate some deeper digging and a better explanation than the lie I had already been told twice. Unfortunately, Jason came back and told me literally the exact same thing. That California was having issues and that the product was not pulled correctly and that he would place another order request and that I should expect the delivery this upcoming Monday. I felt bad for Jason because he was doing a great job and very apologetic but none the less I was frustrated that I was given the exact same answer despite the heads-up that this answer would not fly. At this point I started asking if there was any sort of discount or partial refund that could be arranged because of the extreme delay and lies I had been told. Understandably, this is not possible because all VIP sales money goes to their foundation. I was then told that I could pursue a full refund if the order was not here this next Monday. Hopefully someone sees this and gets some changes in motion because this kind of delay is unacceptable even with COVID difficulties. It shouldn't be this difficult to get three items from California to Utah in less than...

Ah malouf, My friends have been trying to convince me to come here for years. I have blown them off, telling them I will come with them one day when I have more money. However after submitting to their peer pressure I sold one of my 47 supercars to afford the weekly Wednesday trip to Malouf, or as we call it Malouf monday on a wednesday. I must say that instantly, and I mean within the instant, I was blinded by the utmost beauty of the entire establishment. We were seated within moments, and they honored our reservation knowing that my acquaintances are regular diners here at Malouf. My peers handed their menus back to the bed salesman, for as regulars they had it memorized by their sheer knowledge. Now you can essentially break this entire zone into three schools of thought. The service, the food, and the design. I have discussed the design before, as is referenced in the prior paragraph, however the service was unlike any other. I have owned and dined at many Michelin 5 star restaurants, however I must say there is nothing like the service I received when I dined here. The waitress was extremely helpful, so much so that I left her my 15th NYC penthouse as a tip, as well as my underling Bertram whom I will not be missing. She really understood the idea that service is nothing more than leaving the table and rather sitting behind the counter on her cellular phone, which my peers and I sell. What a person of class. However, to delve into the food here at Malouf is a different story. I decided to order something modest, their small fluff nugget pillow supreme for ten thousand per bite, with a side of nyquil gummies to help sleep off the aftereffects. I must say that I understand why they are not rated on the michelin star system but rather a run of the mill billionaire meetup establishment and small time war profiteering firm and investment facility. When my friends and I got our food, my peers did not hesitate to gobble it up, however I was having a harder time. As someone who does not dine further than My 5th LA Beach mansion, I was not accustomed to the local food of this place. The food is too fluffy and dry, and indeed hard to tear. You could almost compare it to a pillow. However the desert after that was more mushy and had more liquid, like a waterbed. However I must say that the Jam they served was unique and something that I have never tried before. I mean who would have had the idea to so brilliantly combine the flavors of peach, banana, honey and watermelon with a hint of olive oil into a jam? All in all while it may not be a michelin star restaurant, and the food is more "mid" I would still liquidate my hedge fund and come back for a second round here at the small time midwestern horse racing dealer Malouf, the food, friends and service was more than enough to make up for the bad experience...