Andrea Sarich Brown· 1★ · 6 months ago
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 every platform. "
View on GoogleOrange B· 5★ · 4 months ago
I was moving into a new home and had no idea what mattress to get. I started searching online for local companies and found this one. After reading tons of reviews, I felt even more confused, so I decided to call. I spoke with a rep named Christopher, who was incredibly helpful. He walked me through the differences between the models and explained how the sleep trial works.
Based on his recommendation, I went with the AS5, and I couldn’t be happier! It’s both supportive and soft, exactly what I was looking for. Just wanted to say: great mattress and excellent customer service.
View on GoogleJames Billington· 5★ · 5 months ago
I just have to say, this company is a breath of fresh air. When my wife needed support with our mattress, we were pleasantly surprised to be greeted by a real human being on the phone. In a time when so many companies are replacing customer service with automated systems and AI bots, it’s incredibly refreshing to find a business that still prioritizes genuine, human interaction.
Amerisleep clearly values its customers and demonstrates that by ensuring you can speak directly with someone who listens, understands, and helps. That kind of service is rare these days and speaks volumes about the company's values.
I'll be recommending Amerisleep to friends and colleagues alike. I won’t name the company I work for here, but it’s a very large organization, and I plan to spread the word internally as well, this is the kind of customer care worth supporting.
A big thank you to Christopher for his patience, clarity, and excellent assistance throughout our exchange. We’re truly looking forward to receiving our new mattress!
View on GoogleSteve Fisk· 1★ · 4 months ago
I purchased a mattress on May 5,2025, to be delivered within 2 weeks
They deducted $1558.00 from my bank account on May 6. On June 2, I still had not received my mattress. When I called Matt at Amerisleep he was unable to locate or explain why my mattress was not delivered. He agreed to refund my money . Today 5 weeks later I have still not been reimbursed. Five weeks is a long time to withhold over $1500.00 without delivering a product
Very poor customer.
View on GoogleJ. D.· 1★ · 2 months ago
This was a terrible experience. Delivery took a month, and it required four emails to get a response. The customer service I spoke with was unfriendly and unhelpful! The mattress appeared to be made well, but was not a good fit for us. Because of the delivery issues and poor customer service I will never recommend Amerisleep.
View on Google
