Tempur-Pedic Flagship Store — Local services in Virginia Beach

I have a 2-part review for our purchase. First, the store is great! The place is clean, they explain everything to you and answer any questions you have. Nikki helped us and she was great! We also dealt with the store manager who was super helpful. The bed we got is great and we love it! Unfortunately, we did have issues with the delivery and setup. Our delivery came out of Baltimore and the store has no control over the delivery fulfillment. The first delivery was cancelled 30 minutes before they were suppose to arrive. In following the delivery instructions, we had everything moved out of the way, our bed, broken down and were prepared for delivery. We had to put all of that back together so that we could sleep that night. They cited vehicle issues and judging by the looks of the vehicle upon delivery, I see why.

The bed was setup and everything seemed okay. They did put us on the spot to answer questions as to our satisfaction with the delivery service. To make it worse, the delivery people stand there to listen to what you say so it’s hard to leave honest feedback. Then comes the next part… I tried connecting to the sleep tracker app and could not. I called the support line 5 different times and spent a couple hours trying to get stuff to connect with no success. They finally determined that the bed was not wired properly and there were two options to resolve it. First, they could schedule a tech to come out between the hours of X and X, or we could attempt to re-wire it ourselves with the help of support.

Instead of waiting for a tech to come in 7-10 days and having to be home to meet them, we opted to re-wire it ourselves. This was the convenient and faster solution. Support walked us through everything and I was able to resolve the issues and got everything working properly. In the end, I spent at least 3 hours on the phone troubleshooting and re-wiring the bed. As I mentioned, everything works and we love it. However, the top-notch white glove service was lacking with our experience.

I also spoke with the store manager, and passed along, that I would like them to consider sending us a set of bed linens at no charge for all of the hassle that we went through. Not to mention, we saved the company money by not having to send a service tech down (3 Hour drive each way) to rewire the bed. We were hoping the store would be willing to do that due to everything that happened. The manager said that she would mention it to the district manager to see what they could do. Unfortunately, they never did respond. So I guess something as simple as complimentary linens to go with a $12K bed was too much to ask… Nikki did follow up with us to make sure everything was good and to see how we liked the bed.

If you have a problem, just request a technician. It is unfortunate that the people who installed the bed did not know how to properly wire it and told us wrong on everything and caused us all of this trouble. As I told the store manager in one of our conversations, the service from the manufacturer is why we went with the actual store and not a third party retailer.

But as I said, the store is great, the people there are great, and the service there is exceptional! Our problem was just with the delivery and install people who dropped the ball multiple times. It is also unfortunate that the district manager chose not to attempt to rectify this mistake with a set of bed linens. If it was not for those couple issues, I would give...

I can’t say enough good things about this store all the way up until the point that the sale is made. After the sale is where the ball falls completely off the cliff with empty promises, like as simple as a return phone call. At this point I think they’re scanning our calls and sending us to voicemail, but that’s beside the point. I understand that I’m 7 days outside of my 90 day return window, but for the money spent at the store, I would expect a higher level of customer service. We were told during the sale that if we had any issue to call the store and they would be happy to assist because corporate wouldn’t be as easy to get help from. I’m not sure if that statement was because they wanted to keep all of their issues at the lowest level or they actually were able to help other in the past, but we haven’t been that lucky. The last time we spoke to someone was Monday 10/31, which was 3 days after the initial contact and 2 days after we’re told we would get a call back. It wasn’t even the same person who called us back, it was another employee who returned our voicemail. When we spoke to him he stated, “it shouldn’t be an issue and you would have to pay a restocking fee.” We told him that wouldn’t be a problem and he assured a call back that day. Well fast forward 3 days later and still no call. Hopefully this review prevents others from having this same experience.

Update: We’ve been kicked to curb by the store and told to call corporate (which is even harder to get a supervisor on the phone). Left out of my previous review was the fact we went to the store complaining of problems within the first week of ownership, but since they didn’t document it, they won’t count that. Shortly after my wife deployed and when she returned 9 weeks later we had to leave again for a funeral. Now every day we wake up in constant back pain, and after getting us for thousands, everyone at Tempur Pedic could care less. Safe to say if you’re in the military and might not be home for the 90 day trial…....

This review is for the construction of the most recent Tempur-Pedic mattress that we recently purchased. The sales experience and our sale person was great, so this is not a reflection on him or the store. The issue is we ordered a king mattress and per the vendors website, the size of the mattress is 76x80. The mattress that we received was 73 x 79. When I called to ensure that we received the mattress we ordered as I would never imagine that a mattress would be off by this much (and an additional item in my delivery was already missing without any notice provided to us), I was told, it is what it is, and that their king mattresses are actually closer to 73 to 74 inches across, when measured correctly, which is at the foot at the bed, not the actual area where people's body's lay when sleeping. Paying over $7,000 for a mattress is insane in the first place but these mattresses are quality - the last one we just traded in on lasted 13 years. Finally being in a position to purchase another one and upgrading from a queen to a king was an exciting upgrade, and while I realize it's only 3 inches, I'm sure we can all appreciate how missing 3 inches in certain scenarios would be devastating. My new $7,000 mattress is no different. This is an extremely disappointing scenario and will take this into consideration when buying another mattress as I expect to get what I pay for, and not three...