This is sham of a company. Customer service is abysmal. I have been trying to verify the exchange/return of my mattress for weeks. I was lied to and berated for expressing concerns about the mattress, long wait times to receive a new mattress. Our first mattress caused back aches and I had to sleep on the floor. The Sales Manager (yes, the Manager) never apologized or expressed any concern for the long wait for a new mattress or that we experienced distress waiting for the exchange to arrive. And, they charge a ridiculous $400 shipping charge to send the mattress. Another customer service rep claims to have called me and never did. I have called and emailed the company over 6 times. Now, I am stuck waiting for a credit back to my Visa and this company couldn’t care less about this situation, or you or your mattress. And, btw, check out the company's responses to people that have legitimate concerns and complaints. There is no substance in the responses. Just empty sentences.There are so many other great mattress companies that actually have a decent product and responsive customer service with people who are honorable. Not Intellibed.
Review by Cano Bejarano4 months ago
Ordering was easy. I can't wait until I get it delivered.
Review by Lavra5 months ago
Both Frank and Harry were super helpful and informative (but not pushy). Super experience. We came it on Sunday at 4:30pm. Just 90mins till closing and we left less than 40 mins later! And to top it off we got delivery the next day! Fantastic experience!!!
Review by Preshess5 months ago
My husband and I first learned about this company on the Mommypotamus blog and since we had an infant / toddler and got up frequently in the night we really liked the idea of the bed that was specially made to prevent your partner from being disturbed.
But, we had had a pretty good Posturepedic bed for nearly a decade that we felt was still functional, so we bought the Intellitopper for it. We slept on it without issue and found it really gave extra cushion to our otherwise somewhat firm bed.
After a while sleeping on the Intellitopper very happily we decided we wanted the real deal Intellibed and specifically the "don't disturb your partner" kind. We purchased every single thing from Intellibed (their box spring, mattress support, and mattress cover) to be sure we were covering our bases mentioned in the warranty.
After only a very short time we were unhappy with the mattress. The Intellitopper had been better at helping the other partner not get disturbed, and after only about 6 months we noticed two sagging spots in the mattress. We continued to turn it like clockwork hoping that would help. It may be helpful to know that I weigh 118 pounds and my husband weighs 135. We are relatively light folks.
After the sags got worse and worse I'd had enough. I have scoliosis and my Chiropractor actually wrote a prescription for this bed hoping it would help, which is how we could afford it (medical expense). Our toddler was finally not waking me up all the time and I felt like I had the energy to take on the whole return / replacement, which obviously entailed moving our old bed (with the Intellitopper) out of our spare room where grandma used it when she visited, so she wouldn't be able to come until we got a replacement.
I contacted the company, which had promised a 10 year warranty, and was absolutely disgusted with the protocol and customer service. After buying the topper and expressing my interest in the Intellibed these folks called me multiple times per month to try to sell me a bed! Now that I had an issue I would not get a response *at all,* so weeks went by and I tried again and again.
After much aggravation we did our best and met the requirements photographing the results. We emailed them and after multiple attempts to contact them, with weeks in between with no response, we finally got a reply that said our sag wasn't saggy enough by about 2 millimeters.
A year later the company offered now to have us send in our pictures and assess the sag without getting the mattress on the floor which was a big help. Based on the pictures they are willing to replace the bed for us with a demo bed that has been used but the outer fabric has been replaced. They also agreed to waive any shipping costs.
In talking to their warranty specialist she was surprised by the amount of sag we had, so perhaps we did get a lemon. I am grateful that Intellibed is trying to make the experience right and we're really hoping that when the replacement comes we will finally get a good night's sleep.
I will update this review with my experience with the new bed.
Review by Mercanius5 months ago
For the amount paid for the pillow, shipping should be free!
Review by Tearionia6 months ago
Terrible service after purchase. We
ve used the warranty to get a new mattress after two years because the first one developed deep recesses where we slept and broke down very quickly. We have had our second one for two years and it also needs to be replaced. Very disappointed with their customer service.
Review by Ramazah6 months ago
Overall, a great experience using your website. However, I would love it if I immediately received a confirmation email with my order number when I clicked order. It's been 30 minutes and I have not seen that confirmation email come through yet.
Otherwise, I'm excited to get our bed and get a better night's rest!!!
Review by Soep Longlands6 months ago
Fantastic mattress. Great company to deal with. The additional purchase of pillows and mattress cover proved to be a good investment. Thanks for the great service.
Review by Theodoro8 months ago
My ratings in a nutshell:
*Bed= 3 stars (I believe it's good quality, comfortable, takes a while to adjust to, but it just wasn't a fit for my body, caused back pain--I slept on it for nearly 2 months. I think it would work well for a lot of people.)
*Adjustable bases= 4 stars, they work well and are quiet, different leg lengths, which is nice.
*Sheets=4 stars very comfortable, stay on corners but spendy.
*Customer Service= 2 stars. I picked this company because it had a good rating for their business from BBB. My experience was not good.
See below for more details on customer service experience:
*First I called to order bed. I knew it was a requirement to buy a mattress cover in order to return it from my own research of bed. The sales rep never mentioned that part in our conversation of ordering bed. Thankfully I remembered to ask about it and had it added to my order. REMEMBER TO ORDER MATTRESS PROTECTOR or you can't return your bed. I think they should be required to mention it before completing a purchase with customer.
*Secondly, the bed, sheets, bed, base, etc. all arrived, but there was no mattress cover. So I had to call back and have them ship a mattress cover to me. They did send it after call and I received it.
*I was having a hard time on bed (it flared up my low back and groin--I have had previous injuries there), called customer service twice about this. They told me to just keep sleeping on it, which I did.
* Things did not improve with time, but worsened. So I called back and they recommended a foam topper. I said fine, I will try it. The foam topper never came--after a week or two of waiting. So I called back to check on it, they had no records of an order for foam topper. So the customer service rep said she would re-order and send it to me and I should have it within a week. The topper never came.
*They sent email checking in and I responded with my experience and never received an email reply or a phone call.
*I called about four days ago and left a message to tell them I still hadn't received foam cover and was unhappy with mattress. I never received a call back.
*I decided I was just done and needed to move on.
*I called this morning and left a message. I did not receive a call back. I also tried online messaging customer service and they said they'd have someone call me back. I waited two hours and no call.
*Finally, I called customer service again and got a hold of a person. All I wanted to do was return bed and find link for writing review. I knew my patience was thin, so I was just going to return it and then write a fair review. I let customer service rep know that I wanted to return bed and that I had called for help many times. She seemed surprised and said that there was only one record of me calling back with any problems and continued to press me on why I wanted to return it. (The way they keep their records of calls is completely inaccurate--I called once about not receiving my bed cover, twice about letting them know the bed was causing pain and seeking advice; I called three times to get a foam topper which never came; I called this morning and left message, sent online message and finally got a hold of someone live this afternoon--for a total of nine times of reaching out to them.)
*So admittedly I let her know that I was upset and that I had a very bad experience and proceeded to tell her all of the above details.
*I did tell her I was sorry that I was upset and she told me she was required to ask me thoroughly of reason for return.
*Finally, it is hard to find how to write a review. I asked customer service online. They said they didn't know. Then, when I called I asked customer service rep and she didn't know. She had to do some digging and then got back to me with a link. They should have it be easier for customers to find link to write review.
Anyways, really bummed. I wanted it to work out. I wish the company all of the best; and I do think a lot of people would like it. I've just had a lot of pain and medical issues, so it's more complicated for me.
Notes: I'm a smaller person 5'5 and 120 lbs...with athletic build, bony hips and shoulders. I don't know if that played into it or not. Sometimes being lighter it's harder to get benefits.
Review by Soune Berkenpas8 months ago
I had purchased topper. If you need extra support & comfort I suggest you go w/a specialty mattress set(if your mattress is wore out)The topper is a lil boost "if" you already have a good setup. THANKS to the supervision of Rachael & chatting with Jarried we were all on the same page!!!
Review by DevonJ9 months ago
Our bed is relatively new but too firm. I was waking up throughout the night to switch positions because of numbness in my arms or general discomfort and in the morning my back was stiff and sore. Since using the Intelibed mattress pad we have noticed a marked improvement in our sleep and wake up much less achy. Prior to this we tried a different gel foam pad that lacked the cell “matrix” design and did not notice these results. We are very happy with our purchase.
Review by Yuuta Pokorniecki10 months ago
I would like too have seen a picture of the inside of the topper. Maybe with the cover pulled back off a corner.
Review by Maryanna10 months ago
Amazing product, I love it, I have been sleeping on this bed for close to a year, and it's the best Investment I've ever made, i wake up every morning so full of energy it's unbelievable.
Review by Sidra1 year ago
After much research, I decided to give Intellibed a try. I purchased their mattress topper to try to make my new bed more comfortable. Unfortunately, the Intellibed mattress topper is somehow even harder than my firm mattress, extremely heavy, and it sleeps very hot. I’ve never had a problem with my bed making me hot before, but Intellibed does this so well that I can’t sleep. I never thought I’d pay nearly $500 for something that makes my bed less comfortable, and decreases my sleep quality - ironic, since these are some of the things Intellibed promises to do the opposite of. The return policy is quite tricky too. I would’ve been better off purchasing another new mattress instead.
Edit: Beware the return process! I was forced to purchase a mattress pad (fine, that’s sanitary, understandable - that’s over $50 for something I’m throwing away), and I had to pay for return shipping (thankfully I saved the box!) for over $50, plus the original shipping. Be sure you really want Intellibed before you purchase, as you will lose money if you don’t like it. Also, I’m still awaiting my refund; tracking shows Intellibed received it back days ago. On the phone, they did say they may take three weeks to process the return.
Review by Taanya1 year ago
We know the products IntelliBED provides are exceptional and worth every expense, but their website is not quite up to the level of "exceptional". Navigation is somewhat clunky and descriptions of the products are not detailed enough. There also are no personal testimonials from users of their products on the pages.
IntelliBED is a very trustworthy company, in my opinion, and my own personal experience with their Sapphire Gel Matrix mattress leaves no question but that this is a stellar product that has helped me recover nearly all of my former pain-free flexibility. And, with two homes, we will be buying another mattress from IntelliBED in the near future.
Review by Jesus Ivatt1 year ago
We ordered a mattress and adjustable frame on September 10, 2018 and the frame was damaged in transit. I received a call the day before the expected delivery that it was damaged and they would reship the order. I asked if the entire order was damaged or just the frame. It was confirmed the frame was scratched. We were going to consider keeping the frame as we were told it was just a scratch, but the freight company never brought it, so we asked to cancel the frame and get a credit and were promised that credit would be issued on September 27, 2018 by Jared. The following week I called to ask about the credit and he checked into it and confirmed it was sent to be processed after several days of waiting to hear back. Since that time we have been told several times that they had issued the credit. We were thinking about possibly getting a split mattress and inquired about pricing for that as a possible exchange, but when we learned the sale would be final and there would be no trial period and I was also told if we returned our mattress and decided later down the road to try another level of mattress they would not sell to us. At that time, we decided that this was not a company we want to work with as the calls and the way things have been handled did not seem right. My requests for a confirmation as to when the credit was issued were avoided many times as they were "looking into it" and then had the excuse of they submitted the credit and then pulled it when we asked about the split mattress. The frame was never delivered and damaged during transit and they are continuing to hold on to our money. On October 9th I reached out to Jared again asking for confirmation by email for my personal record and his manager, Rachael called me and stated there was confusion AGAIN and stated she was personally processing it and to expect the credit by Thursday to let her know. On October 12th, the credit was still not showing up and I emailed my sales representative, James and also Jared to ask for confirmation of the credit and I was told AGAIN that they held it due to us considering exchanging our mattress which we have made very clear we do not want at this point. Rachael emailed me on October 15th and stated she issued the credit and pulled it again due to a possible exchange. She offered to push the credit through that day again. Or hold it and refund for everything when we send our mattress back. On October 17th I asked if we could have it all credited at once as she offered when the mattress is picked up and she informed me that the refund was already pushed through and she could not stop it. She also suggested I call to initiate the return of the mattress as Friday would be the 30 days we were required to keep it. I spoke with Josie who said she would send a clear bag to wrap the bed in and would email the details of the credit as there was some question on the amount because we received a 30% veteran discount. Rachael emailed me the following day and explained we are out the shipping but Josie was wrong about the amount and she confirmed what we would receive back. Monday, October 22 I asked about the clear back. I was told it is required to ship it back and they would ship it out to me that day or Tuesday (almost a week later.) Today is October 24th and I still have not seen a refund for the damaged bases that I requested in September. I emailed yesterday, October 23rd to ask for a tracking number and proof that it was shipped and mentioned I was told last Wednesday it would ship out. Today they created a tracking number and blamed UPS. This has been such a nightmare and I cannot believe how customer service is handled with this company. I would RUN from them. There are other people out there were bad reviews and similar situations, but you have to dig. I wish I had found them first. I cannot wait to get this terrible mattress out of our home and have our money back. This was the worst mistake. I hope I get my refund some day. I hope the bag necessary to return this mattress arrives and I can be done with this company. So many excuses and delays.
Review by Shmac1 year ago
This topper allowed my wife and I to savage a bad experience with another mattress company who didn't allow us to return a high quality but (wrong-support-for-us) model bed we got stuck with in April. We decided to integrated this topper and now have a very usable and comfortable bed. We will buy Intellibed beds in the future, when its time to replace our current one. Thank you for a great product and great customer service!
Review by Tekena1 year ago
We love our new mattress as it is super comfortable. I only wish that it wasn’t as pricey.
Review by Huzaifah1 year ago
Intellibed is the only bed you have to sleep on once to you know you're a fan! Excellent technology, excellent product!
Review by JoanVT Overlock1 year ago
There should be a no-star rating. Bought a “Demo” king IntelliBED mattress Sep 2016. I bought a demo because the new mattress would have cost me more than $1,200 more. Swapped out my first mattress for another one under 60-days later. First mattress had a Marianas trench in it that I ended up rolling into no matter where I slept on my side of the bed. Second mattress has a Florida sink hole that just keeps getting worse. I try to sleep around it, but it sucks me in. My back had been doing well for many years using a Sleep Number bed. My daughter talked me into this option instead. Beware, Intelligel mats have traditional coil springs underneath them, I don’t know if the gel or the springs have given up the ghost, but I suspect the springs. Why would you marry such a new technology with an old, crappy one? And why would I swap my mattress out for another one, under the warranty, when two mattresses in two years didn’t work for me? My new Sleep Number bed will be delivered next week, and, as part of delivery, they will haul away my pricey IntelliBed mattress. Some warranty.
Review by Arve Gase1 year ago
Purchased the Intellibed mattress three years ago with assurance from the sales representative that we would have no problems with the mattress, and if it did break down quickly they have a 30-year warranty that is valid and presents no problems for customers.
We were very familiar with gel mattresses due to the fact we purchased a similar mattress three years previous to this purchase at the same store location, and actually went back to complain and see what they could do. The salesman informed us that the mattress company that was at that location had gone bankrupt, and it was one of the previous partners of Intellibed, who had left and started his own mattress company. He assured us that Intellibed would not break down it had more spring support and also assured us that we would have no problems with a warranty issue as well. We actually purchased the protective cover they suggested as well as the box springs, and pillows. We left the store spending over $3600 dollars and that included a 20% because of our bad experience with our previous mattress.
Now three years after our purchase both my husband and myself wake up in pain-due to the fact the middle part of the bed does not nave enough support. After contacting the company and filling out all the correct paper work, and taking pictures they told me that they could not honor their 30-year warranty-due to the fact that normal wear and tear on a mattress is ½ inch. They also sent out two employees to measure and take pictures of the bed as well. When they measured the bed, it was ½ in. and ¾ of inch wear and tear on the bed; with ¾ of inch in the middle portion of the bed-where we complained there is no support. They never called me or returned two placed calls to customer service. On the third call the customer service representative put me on hold, and then came back and said that the would not honor the warranty due to the fact the mattress needs to sag or have a wear and tear measuring over ¾ of inch.
Consequently, the change their measurement requirements according to what they measure-there is definitely no warranty. They also do not stand behind their product or their selling promo’s-that we were promised at the purchase of the bed. I would never suggest purchasing an expensive Intellibed-unless you feel that a $4000.00 + bed is worth about two and half years of comfort.
Review by Kojack Noordzij1 year ago
I haven’t received my order and it has been 3 weeks. Every time I call costumer service I am out on indefinite hold. The shipping company has been no help. This is one expensive mistake.
Review by VampressAnn1 year ago
The experience with Intellibed was excellent. They were helpful and responsive. The mattress exceeds my expectations. It is incredibly supportive and comfortable. I have arthritis and back issues and they are significantly better.. I don’t turn over near as much in the night and feel more rested. Thank you Intellibed!
Review by Sakeeya1 year ago
I had a very bad initial sales experience when a sales guy told me they had the mattress in stock knowing very well they did not have it in stock. I voiced my opinion and wrote a review on this site and was immediately contacted by an amazing sales rep (Rachael) who made everything right and got me my bed quickly. Once we got it in place, I absolutely loved it. Highly recommend the adjustable bed frame, it is life-changing!
Review by TSgt1 year ago
I love my Intellibed mattress and pillows, they earn 5 stars. But I was recently told they're not making the pillows now. So I went to their website to try to snag one, and since they were sold out I chose a different option. Turns out the same pillow is on Amazon for $60 less and free shipping. But the sales rep for Intellibed said he couldn't even offer me free shipping, even as a return customer who has purchased 2 mattresses and many pillows. Next time I'll skip Intellibed and go straight to Amazon for these items.