The Sleep Loft - NYC Online Mattress Showroom

We highly recommend THE SLEEP LOFT. There is a large selection of mattresses, and the store environment is pleasant, not depressingly sterile like some other mattress stores. Our salesman Jerome was GREAT!! He was very knowledgeable, with years of experience selling mattresses. He was a pleasure to work with, answered all our questions and made our shopping experience very pleasant. We found a highly rated mattress for a good price.

I was disappointed with our purchasing experience at Sleep Loft. Our salesperson was incredibly responsive when we were considering the purchase, but once payment was made, communication fell off a cliff. We were told that the mattress would arrive in 7-10 days, either via FedEx, or delivered by Sleep Loft and that they would let us know. 7 days after placing the order, I emailed our salesperson to inquire if there were any updates - no answer. The next day, after another email nudge, we got a response from someone at the store who said the mattress was being manufactured and should be done in the next two days, with tracking by day 3. 8 days later (still no tracking or other communication), I asked for an update - no answer. 11 days later, I asked again for an update from the Chelsea store and was told I should contact Sleep Loft customer service. The mattress was finally delivered 3 days later, a total of 28 days after we placed the order. Furthermore, the mattress protector we ordered with the mattress was not delivered with the mattress (despite us reminding them). We chose to order through Sleep Loft as they had offered us a discount on the list price and wanted to support a local business, but in retrospect, it was a bad experience and I wouldn’t do it again.

In store experience was great but once you pay for the mattress, the rest of the experience is a complete pain. They don’t provide any support or updates, it’s hard to reach them (customer service line doesn’t work), and when reaching out to the store or warehouse, they then say they don’t have details on the timeline. They claim it will be delivered in 7-10 business days but our mattress was delayed with no updates and even the warehouse wasn’t able to provide details other than saying “reach back out in a few weeks if you don’t hear from us”.

I'm so glad I stopped in to the Sleep Loft on 18th St., NYC. I was unable to make a move while constantly bombarded with online ads. I needed an opportunity to compare IRL. Jerome was an amazing salesman who is expert on the subject of mattresses and adjustable bed frames. I had the opportunity to try brands unfamiliar to me alongside the usual suspects. I learned so much. I was also thrilled to learn that white glove service is included. I will be back to finish the process and will update then!

Luke and Jerome (I hope I remembered correctly 😭) were phenomenal. They weren’t pushy, they answered all my questions, and made sure I was knowledgeable about all my specifications so I could make a well informed decision. Would absolutely recommend going there!