Amerisleep Scottsdale — Local services in Scottsdale

My husband and I have been searching for a mattress for Months! In the past we had a Tempurpedic that got body dents and we had to get another one via the warranty. It was a queen and we decided about 4 years ago to upgrade to a King. We wanted to save money so we bought a $500 mattress on Amazon. When we first got it... it was amazing. Then within 3 years it had softened so much that we are having serious pain in our shoulder and hips from the pressure of the foundation foam. We were struggling to decide between a $4000 mattress that would last longer and have a better warranty or another $500 mattress that we would need to replace in another 3-4 years. We don't want to have to purchase and throw away a mattress every few years. That is so wasteful. But we are worried to spend $4k and have to deal with warranty claims again. So we went back to the drawing board and considered the mid-range mattresses (Amerisleep, Wink, etc.). I reviewed EVERYTHING from the warranty, trial period, return fees, where it was made, etc.

I messaged Amerisleep online and spoke with Albert both times. He was very helpful and answered all my questions. He was even willing to talk to me about my current foundation and if it would be covered under warranty. That meant a lot because other companies wouldn't confirm anything, they would just refer to the wording of their warranty which was confusing. I even spoke with Albert on the phone and there was no pressure or rushing me to buy. Albert suggested I work with him directly so I could have him as my personal contact through the whole process. That way if I had any questions or concerns I could call him directly. There was some miscommunication with Albert and he went out of his way to make it right. I appreciate finding a salesperson who stands by his word.

We decided on Amerisleep AS5 and called to purchase on Tuesday. Albert was not in the showroom at the time so I spoke with Ron who was also super helpful. I asked him to have Albert call me when he returned.

Albert called me and we talked through my order. I asked him if I could send him some information via email and if he would reply. He agreed. I wrote down his email and forgot to email him. I just got an email from him following up with me and seeing if I still needed the information. How wonderful to get that email today. I felt well taken care of.

UPDATE: We have had the bed for 2 weeks now and so far so good! My husband loves it. His shoulder pain was lessened starting the first night, and I believe is gone now. The AS5 is nice and soft. It cushions under your body and feels like its giving you a little hug. It does run a little hot, but that is normal for memory foam beds and worth the tradeoff for the comfort. It is LESS hot then the cheapo mattress I had from China. We dont miss the body dents on the last mattress at all... now we can cuddle in the middle again without rolling away from each other.

When we got the bed the box was open, but i expected that since it is 100 lbs and I've seen other reviews mention how the shipper doesn't handle them well. Luckily there didn't seem to be any damage to the bed itself due to excellent packaging. I took photos of the damaged box and mattress inside.

I have included the following photos in my review: damage to shipping box, opening of mattress, unrolled mattress on bed frame, mattress expanding after a couple minutes, mattress completely expanded after 8 hours.

When we were shopping we hated the reviews because they were all from people who had just purchased the beds. We wanted more reviews that were a few years old but rarely found them. My plan is to update this review every so often - as I wish more people had done that for me :).

Update: 3 years now. The bed is still soft and comfortable! There does seem to be a little bit of a "hump" starting to form in the middle of the bed. What I mean by that is the mattress is more firm in the middle compared to where I sleep. I'm not totally surprised since we don't normally sleep...

This is my response to the email I received from Joey Holt, supposedly the COO.

"I've already purchased a mattress, in cash, from a local competitor.

Try reviewing your whole customer experience with fresh eyes. -Finding the parking lot entrance was a fiasco for someone not familiar with the building or Scottsdale's one-ways. It is not marked from the street and neither Google nor the website nor the appointment confirmation say anything about how to access the garage. The entrance is also not the address listed in Google as the location of the business. If you miss the entrance, you have to loop all the way back around Fashion Square. If someone like my mother would have tried to go to your store, she would have given up after missing the entrance the first time since the only option is to merge in to the Fashion Square one- way traffic. The parking garage has low contrast signage that's impossible to see until you're on top of it. My vision is 20/20 - you can't see the signs until it's too late. Pictures attached for reference - they're taken at 1:1 - what you see with the naked eye. Without zooming in, you're unable to see the parking space labels pulled halfway in to the spot, and you're unable to read the exit sign until it's too late to turn.

-There are only 2 ADA spaces and elevator access is not clearly labeled. I may look "average" but I am an ambulatory wheelchair user and could not get my chair out of my vehicle because there were no available handicap parking spaces and in an underground garage, the spaces are too narrow to open car doors all the way

-The door labeled Showroom Entrance is not, in fact, the showroom nor the entrance.

all of the things you mentioned occurred after the above.

-I see that you've removed the A-4 from the website. That's at least one step in the right direction. Hopefully you've also removed it from the recommendation of the mattress-finder quiz. You know, the one that told me the A4 would be the best mattress for me 48 hours ago.

offering 30%-off on a product you already multiply stated is discontinued and unable to be tried is a joke and insulting. At 30%off MSRP, it's still double other online- only companies where the product can't be tried. Why would I buy a mattress from you for twice the price when I can buy 2 of other online mattresses for less? Everyone claims their product is better, their tech is techier, but until you lay on a mattress, it all means nothing.

And then you doubled down by emailing me the same offer that I already had declined in person, instead of emailing me to follow up and ask if there was anything else you could do to improve the customer experience.

You could have handled the situation entirely differently and started with compassion by asking me to sit down and tell you about my experience and how you could improve moving forward. You could have offered to get one of your own mattresses into your own showroom for me to try, since it was obvious I was interested in the product from the facts that I proceeded to make an appointment after I already had a poor experience, and I told you I remember having liked it years ago in the old showroom. But you offered me 30%off on a discontinued product that you're trying to get rid of, like that's doing me a huge favor. And while you're at it, maybe rent a wheelchair and try to get to your showroom. Then ask a snowbird from Sun City to come to the showroom without providing any additional information about the parking situation. See what feedback you get. Take the L, own it, and learn from it.

I'm happy to recommend a local consultant who does customer experience and accessibility audits. I have no financial interest in the business or services she provides but based on my experience combined with your Google reviews, it seems like you could really use it.

I was going to just let it go, but after receiving your email, I'll be posting a 1-star review on...

my suggestion Is to NOT do Business With AmeriaSleep , I have experienced unethical behaviors with the Stores and company, My experience is they do not stand behind the products and the employees / Owners are not going to help you resolved issues, If anything, when you have a problems, they will use tactics that are unethical. My first two experiences with Amerisleep were great, My latest experience with AmeriaSleep has not been great. Firas, Joe , Mo can you help me , I am to my wits end. I struggle to get answers from your company. On November 17th 2024, I made an Online Purchase with AmeriaSleep for two items, a Mattress for the amount of 1549.00 with a coupon for 500.00 off, so paying 1049.00 for the mattress, I also Purchased a mattress cover for 90.00, both Items were shipped by FedEx, I received the mattress cover. Around 12/4/2024 I had not received my Mattress, I began Tracking and calling FedEx, I also called AmeriaSleep and alerted them that FedEx, could not locate the Packages, AmeriaSleep said they would trace the Package and let me know in a couple of days, I never heard back from AmeriaSleep, I called them Several more time and was informed there was nothing they could do until FedEx located the Package. I contacted the Fedex Macon Branch and they told me they could not located the Package. On December 16th I filed a dispute with PayPal to ask the seller for as refund of 1049.00, AmeriaSleep , after 2 weeks of no calls From AmeriaSleep, I get a called my and they tried to get me to cancel the dispute. The AmeriaSleep vendor told me they had already shipped another mattress, I told him I would not cancel the dispute until I received the new Mattress, I explained that If I cancel the dispute that I would lose all recourse for my ability to receive my money should the shipment not arrive. The person from AmeriaSleep gave me an ultimatum, he said he was going to cancel the 2nd shipment and they only refunded only $576.46 USD, of 1049.00 I spent , he even admitted to me on the call he knew PayPal made a mistake in the refund amount. The Amerisleep vendor choose to only refund 576.46 know that that amount was not the full Purchase Price. I would like a refund of the rest of the Purchase Price of 472.54 this would have been the 3 Mattress that I would have Purchased. My suggestion , do not do business here, telling customers your not going to help them or meet them half way. Also they will not ship by any carrier except FedEx, I asked for another carrier due to known issue with...