Level Sleep

Level Sleep does not live up to the promise they will pickup and return the mattress at no cost. They force the consumer to find a charity or disposal service in their area to remove the mattress. Disposal companies charge a fee which means it is not "no cost" for the return of the mattress. I have been attempting for 3 weeks to return a mattress which is well within the return period and have had no luck getting Level Sleep to live up to their promises for return. Their return statements are deceptive and false.

As others have said, the return policy is an absolute nightmare! And their advertising outright lies about it. Even in their FAQ’s, it is explicitly stated that they will take the mattress away if you are not totally satisfied. NOT TRUE! Once I got past return screening process others have described, I was informed they do not accept returns of used mattresses and that I’d need to find a place to donate it and complete a donation form. Because I live in a rural area and do not have a vehicle large enough for this mattress, I wasn’t able to do this. So they gave me a community donation form to complete. I gave it away as instructed. I sent in the form and now I cannot reach anyone. Meanwhile, I am still making payments for a mattress I no longer possess. This seems like a complete scam. Takes hours to reach anyone on the phone.

Fair review for 2 Level Sleep Twin XL mattresses and adjustable bases (to make a king bed).
3 stars due to return process and not due to the quality of mattresses or bases.
The mattresses arrived within a normal time but the adjustable bases took about more than a month to arrive because it was on back order - we were not informed about this until I asked about it - so we did end up sleeping on the mattresses on the floor because we thought the bases would arrive soon after.
Getting a hold of customer service was a nightmare at first. I called 3 times and was on hold for 20 minutes, which was the limit, and the phone call would automatically disconnect. I ended up going on the Level Sleep website and chatted with an agent in which I immediately connected with someone. I would recommend doing the online chat. After being in contact with someone they then email you which is another problem in itself. You do not communicate with the same person and end up having redundant conversations.
Positive things:
Shipping was great. The bases are very heavy so carrying that upstairs was a bit rough so make sure you have a couple of strong people to help out. The beds were nice. There's lumbar support and if it's too firm they recommend turning the bed around. Setting up the twin xl's as a king was ok. There is a little bit of a gap between but we didn't mind it. Unfortunately for me it caused a little more back pain than usual. I used the bed for a month and it never changed. But it really depends on how your own body will respond to a bed like this so please do not let that deter you from trying it. We rarely used the adjustable bases. The massage function is a bit overrated. It was more of a vibration. I thought maybe adjusting the foot of the bed could help with back pain so I did try it slightly elevated for about 2 weeks and didn't notice a difference. I actually just ended up using a pillow under and between my knees lying flat and it worked better. But as I said earlier, it could be different for you.
Cons: Customer service and return policy is a nightmare. I would rate this a 2. I do want to emphasize that I did have a couple of really good interactions with customer service, once on the phone and once on chat. And it wasn't that customer service was rude, it was that it wasn't consistent. We decided to return everything since it wasn't working for either of us. The other didn't have back pain but was experiencing stiffness every morning regardless of using the lumbar support or not. I initiated with a phone call and then everything else that followed was by email. Here's the story:
Level Sleep sent me an email with the return instructions. There's a request to send a photo in full of the beds, bases, the tags. No problem there. I sent it.
Get an email from a different rep and it says, shortened version to follow:
thanks for sending the pics in, are you interested in attached mattresses below for a discount.
I say: no I'd like a refund asap.
Rep: Can we offer you an extra additional discount to keep the beds even in guest or spare room? Substantial discount of $175?
Me: No, want a full refund. Make threats with bad reviews, etc.
Rep: Accept BED return. Don't accept used mattresses, will help you find a place to donate to locally (never did help me at all). Receipt must include name of org, letterhead etc
Me: Gladly. How do I return the bases?
Rep: We CANNOT ACCEPT because it is past its 50 NIGHT TRIAL.
Me: *EXTREMELY FRUSTRATEDIt hasn't even been 50 days, it was more like 40 days. No, your website CLEARLY states Level Sleep will "PICK UP FOR FREE WITHIN 100 DAYS IF YOU AREN'T HAVING THE BEST SLEEP OF YOUR LIFE" verbatim from site (the picking up for free was not mentioned at all via email correspondence). I also attached the website and took a screenshot of the policies for the beds and the frames and sent it.
Rep: Verbatim: "All of our frames has a 50 night trial period. However, it has been advised to me that there is an error with our site that needs to be updated. Because of that reason I will make a one time exception and honor your return. In order to do so I would need a full photo of the frame and its tags."
Please note the line "because of that reason I will make a one time exception." Absolutely a lie and dishonest. I just looked at the website (10/14/2019) and nothing has changed. No where does it say that there is a 50 night trial period.
I, the customer, found a local organization to donate the beds and bases to and all the promises that Level Sleep makes to "make the return process EXTREMELY easy" is dishonest and that is why I am giving 3 stars. Many reviews you will find on their site is almost all 5 stars and I tried to find a way to post an honest review on the actual site but of course, I couldn't.
I submitted all the appropriate requested information and received a full refund.
I suggest if you buy from Level Sleep, READ THE RETURN POLICY and maybe even take a photo of it in case this happens to you. We wanted to make customers aware that a Level Sleep customer service rep informed me that they have a 50 night trial period though the website clearly states they have a 100 night trial period. We felt as though someone may believe that and not push back for a return and lose a lot of money and continue to suffer from back pain. I am not suggesting you do not buy from Level Sleep because the mattress could be beneficial to someone but I am suggesting you to be diligent in making sure if it does not work for you, be careful and diligent with the return.

I ordered a Queen Size Level Sleep Mattress and When it arrived, it came in a wet box AND the plastic covering the mattress had been opened already! Certainly this item isnt brand new! At a cost of $1000, I expected a sealed product packaging.
I called their Customer Service Number and was on hold for SEVERAL HOURS! Each time, the recorded voice would say a specific time I would be on hold, then, when that time came, the call would disconnect!! Happened each time! I finally decided to chat byway of computer with one of the CS personnel ( ***.) and she first refuted the information that I gave her and insisted that they don't sell used items. I then told her that I wanted a refund and to arrange for return of the mattress ( Sleep Level maintains that the product can be returned for any reason, no questions asked), well, *** told me that I HAD to keep the mattress for 30 days before a return could be processed! After some back and forth and my letting her know that what she was telling me was NOT in accordance with Sleep Levels website return information, she then sent an email outlining the steps I needed to take in order for them to "review" and then process the return of the mattress. They want you to take full photos of the mattress and get pictures of the product tag on the underside of the mattress!! SUCH BALOGNI!!! This has been an absolute NIGHTMARE and I will also be following up with corporate and the AG for the state of California!! Bad Practices, and even Worse customer service! one more thing, NOWHERE can you leave a review, I wonder where all those rave reviews came from on their website!! The mattress itself might be a winner, but considering all other factors I mentioned above, this company does not deserve my $$$$$$