Reverie

Tried every phone number they have and wasted over 2 1/2 hours on hold with no one answering...any of the phone number. I have had their bed for years . The puppy ate the remote. I need a new one as the bed now is in a folded pancake position. On the remote page none of them are mine. I have the model number if anyone would just pick up the phone. Giving them one star is really a bit of a stretch.

Called multiple times to try to reach customer service, never get a real live person that answers the call. It just goes to voicemail cue that pretends that have people taking calls. Every call goes to voicemail. If I knew this is the type of service I was going to receive I would not have purchased their bed. Good beds but terrible post purchase customer service. I'm leaving this review for potential future buyers that are thinking about purchasing Reverie adjustable beds and/or Personal Comfort Bed that uses Reverie frame/base.

This company is by far the worst for customer service,you can never get through to anyone,and they never,I mean never call you back!

Bought adjustable bed delivered Nov.30. from Art Van that went bankrupt soon after. No service from them. Box died mid-March just when covid19 hit. Reverie was shut down by phone and online. Gave up for a while and found their FB page and found a message link. Sent them a message on a weekend and they go back to me
by Monday. No in person service because of covid, but they sent me new box and instructions that week. Very pleasant. I asked about problem with boxes and they said they got a bad batch. Stuff happens. Hope this one is a better batch, because I need it!

This is the worst company I’ve ever had to deal with. I bought an adjustable bed for a medical condition in August and it is already broken in March. They will not return any phone calls even though I call multiple times a day to try to have a technician to come out and help fix . Do not buy a product from this company!!! They have terrible customer service

This company has outsourced its entire customer support system, from the first point of contact to 2nd level "diagnostics." Like other customers, I called first-tier support, but there is no connection between first tier and 2nd tier - no ticket tracking system, no way to escalate the problem on the phone, etc. When 2nd level support called me, we proceeded through benign troubleshooting steps, confirmed my diagnosis of a bad controller and said a new controller would ship 2 day air. It has been 8 days and I still don't have the part.
If this company is still in business in 3 months, I will be shocked.

I purchased a Reverie adjustable base through Mattress Firm inlay 2019.The adjustable base stopped working in September of 2019. I have called Reverie multiple times and eventually (December) was able to speak to a tier 2 tech. We determined the issue was a defective control box, a known issue. In January they I recieved a control box that does not fit my model of base. I have called back multiple times since then and now cannot even get in contact with a tech. I have asked that they email me because I cannot take personal calls at work. II paid $1500 for a base that does not adjust, they will not fix it or allow me to return it or even return my calls.

I was delivered 2 power bases ($3,000) that do not work upon delivery & they didn't think it was their fault they didn't work then.
I have emailed customer service 5x with no response and when I can I cant get through.
This company is a scam

I purchased the Purple Adjustable Base made by Reverie in September 2019 and by February 2020 the base stopped working. I contacted their 800 number that was provided in the product manual and was told that the issue was not the remote pairing to the control box and they would escalate the issue to a level #2 and someone would contact me within 2 business day. About 9 days later I received a call from their level #2 rep named Scott and together we tried to repair the base over the phone. Scott determined that my 4 month old $1,499 power base (SKU #V000102202 purchased at Mattress Firm) stopped working due to a power surge and that my warranty did not cover this issue. He asked me if the installers installed a $2.00 surge protector and I let him know that of course they did not so he gave me the option to pay $140.00 for the repair and suggested that after the repair I install a surge protector. What I'm trying to understand is that if I paid $79.00 for the delivery and $39.00 for the base set up just 4 months ago, why am I responsible for this repair? Shouldn't a surge protector be provided with this sale if in his own words "a power outage will fry that control box?"

In total we paid $5,391.00 for this premium bed and power base and its extremely disappointing that this process has been such a let down for a repair.

I bought a product, which Reverie's website says comes with adjustable legs. I've been in contact with the manufacturer for nearly 3 months and they have not provided me with the correct legs, even after they said they would.

This company is fraudulent, I purchased an adjustable base and mattress with a 20 year warranty on the adjustable base which is very poorly designed and manufactured, it is without a doubt the most wobbly bed I have ever had the displeasure of owning. I have been sleeping on my couch for a month because the base is so terrible I wake up every time I move.
I have called Reverie 4 times each time its the same exact thing....a Reverie employee answers the phone to take your information, they literally spell your name and number and email back to you EVERY SINGLE TIME.
I complain that no one has returned my call, not one message, voicemail, or call back number.
They say oh I have no access to the techs all I can do is leave a message that its urgent.... blah blah blah FRAUD

So I bought a $1,500 power base through purple and ended up needing a replacement after it broke within a month. They have me a $300 trash replacement that is a complete joke. Any and all emails/calls are ignored and customer service line is fake. 1hr hold time that will hang up on you automatically in 10 minutes. I am going to be looking into legal matters soon since this company is extremely dirty their entire business from every single comment I have read. BE CAREFUL BUYING FROM THEM YOU WILL NOT HAVE QUALITY PRODUCTS AND A MADE UP CUSTOMER SERVICE SECTION.

I purchased a twin-XL 8Q adjustable bed in September 2019 and in early January 2020 the bed stopped working and remained stuck with both head and foot slightly elevated. My 87 year old mother uses this bed and although it is still usable, it is very difficult to get her in and out of bed because the bed is inoperable. Like the other reviewers, I am unable to get even a call back. Between January 9 - 30, 2020 I called the customer service number 4 times, asked for escalated service and emergency service, and sent one email, and no one has contacted me. Although the customer service operators are very courteous, they obviously state only what is in their script, that being, "Our technicians only work 8 am - 6 pm Eastern time Monday through Friday, and it might take a few days for them to contact you. If you miss the call it might take a few more days for them to re-connect." What an absurd approach to customer service!

Note, I gave a one star rating only because there is no option to leave a zero star rating.

If you expect customer service from this company, you are barking up the wrong tree. Their 800 service staff are so methodical its sickening. And if you have an emergency situation, like bed stuck in upright position, you are not going to get emergency service. Read the comments on their FB page if you want to see what this company calls customer service.

We bought 2 very expensive reverie adjustible bases with our new mattresses from Jordan Furniture. Jordan's customer care sends you to Reverie's claiming they can't help.
Our grandchildren lost one of the remotes. I have been trying for months to talk to a person. I have emailed customer service, left multiple voice messages and still can't even get something as simple as a new remote from Reverie. I called again today on a differently designated extension (sales) and the robot told me I'd be connected to a live person. One ring and the phone went dead. They should not be in business. Zero customer service after the sale.

We purchased one of the Reverie adjustable bases from Haverty's in October 2019. Before the end of November, the base stopped working. We were instructed by Haverty's to contact Reverie directly. We have been calling and leaving messages with their customer service and while we have received call backs with promises to send the part that is broken, none of that has occurred. We are now no longer receiving call backs or responses to our complaints. We have been unable to reach a customer service contact on our first call ins but must always leave a message. This type of response to a new product that is supposed to be under warranty is not acceptable and is not a responsible or professional way to do business. We paid almost $1000 for a product that worked for less than one month and the company is not trying to resolve the issue.

I purchased an adjustable bed on 6/8/2019 from Extreme Mattress Warehouse, and on 9/16/2019 the bed was stuck in the up position and would not move. Because the store from which I bought the bed does not handle any warranty,care and maintenance issues we had to direct that to the manufacturer (Reverie). So I called a couple times to the customer service number given and after a couple days they got back to me and it was determined that the control box had died. so they said they would send a new control box and it would take 5-7 business days, I received the control box 9/23/19 and emailed woman at Reverie and let her know the control box arrived and she said she would set up appointment for technician to come out to install and it would take 3-7 days. The technician came on 10/1/19 only to find out that they sent the wrong control box, so the technician took pictures and sent them with a description that he could not do anything. so that night I emailed the woman as I was told that was the best way to contact them and on 10/3/19 she stated a new control box was sent on that day. It is now 10/17/19 and I have still not received the new box! I have emailed them twice on 10/4/19 and 10/10/19 and called and left a message on 10/15/19 but they are not returning my call or emails so I am at a loss of what to do now. I only used the bed for three months with very little use and now it is broke.

10/14/2019
On 9/14 we purchased a new adjustable bed and mattress from Levin’s Mattress on Graham Rd. When purchasing our sales representative, Josh, said we had a 90-day satisfaction guarantee on the mattress, I pointed to the frame and he said 30 days on the frame? He LIED:
The new mattress and frame were delivered on Sept 21,2019 by Levin’s. Without even a courtesy call, they show up 45 min early and we were in middle of taking showers and getting ready: Immediately we did not want to accept delivery because the motor at the head of the bed did not come with the locking clips and the motor and piston was hanging from the electrical wiring. The delivery men, who did not care about us as a consumer or customer whom just paid $1,800 dollars for a mattress and frame, made due by finding a couple of pieces of wire laying on the ground in the back of their truck, in place of the cotter pins that should have been with the new base. Their only concern was delivery and it was said a couple times they had other deliveries they needed to get to? We phoned Levin’s Graham Rd store where we were told both our salesperson and the manager were out and the new sales person working informed us that there were no more bases available to replace ours until the middle of October. As we had given our bed (that was just purchased through Sears in 2015) away the night before to a needing family, that would have left Troy with no bed for weeks. We were assured that Reverie would come out to deliver and install the locking clips within a couple of weeks instead of returning the base back to Levin’s, so the delivery men completed the setup, at which time we noticed that the foot of the bed was not operating correctly. So, we called back to Levin’s and were put in touch with a manager at another store in Strongsville, Matthew Taylor. Again, we told him we wanted to return the base and have another one brought out and that the delivery so far was not going well, for this large of purchase and the delivery men were not being helpful or professional about it. Matthew again said that no new bases were available until mid-October and informed us for the first time that we would have to deal directly with Reverie rather than Levin’s for a service call on the brand-new base. This definitely did not make us happy, but Matthew promised that if Reverie did not come out in the next couple of weeks, we could have a new base delivered as soon as they were back in stock (Please feel free to listen to this conversation if you had it on tape). Unfortunately we trusted that Levin’s would stand by their sale and make it right if the manufacturer did not, and regretfully we accepted delivery feeling as we had no options but to deal with this? Matthew then emailed me the customer service for Reverie and copied both our salesmen and sales manager at Graham Rd.
Monday, Sept 23rd I started phoning Reverie customer service where I a recording told me I had an approximately 10-minute wait time but 5 minutes into holding I was given an option of either leaving a voicemail or emailing customer service, but not remain on hold. I left both a voicemail and emailed. No return call or email. I phoned them several times and received the same options until I finally reached Nicole in customer service on 9/25. Nicole took the model and information regarding the missing locking clips and I was told someone would be in touch regarding a service call. No one called me back. On 10/2 when I had not heard back from Reverie, I emailed Matthew Taylor, Josh Gray and Zachary Jones at Levin’s expressing that I was not getting the response needed from Reverie, I already had spent a lot of time and hassle trying to get this service call scheduled and would they PLEASE MAKE THIS RIGHT AND REPLACE THE BASE AS PROMISED ON THE DAY OF DELIVERY. No one bothered to respond to my email or call me. On 10/4 I reached Nicole at Reverie customer service (after several more attempts) and was told they had MAILED THE COTTER PINS to us for us to install ourselves and if there were issues with the foot of the bed adjustment that I should video tape it and send it to them as they DO NOT SEND SERVICE CALLS FOR DIAGNOSTICS. I was so upset at this lack of customer service I phoned Zachary, the sales manager at Graham Rd, to express my discontent with both their sales, delivery and customer service and again requested multiple time to just have a new base delivered so we could be done with the all of the time and hassle spent over this new purchase. Believe me, we have enough stress and time spent right now on health issues without having to deal with more, on a brand-new purchase that should be helping us with one of the health problems! While I know I was quite frustrated and short tempered by then, I found Levin’s to be quite condescending in the manner he spoke with me and definitely found he was full of only excuses for his lack of help and the lack of help from the manufacturer. Bottom line was his sale was done and that’s all he really cared about, even though this purchase was well less than 30 days we had to deal with Reverie and the issues with our new base as a warranty issue. Levin’s lied during the sale and then did not stand behind the sale or the product: At this point we want Levin’s to come get the frame and mattress and won’t say what I want them to do with it: and refund all monetary obligation we may have!
What SHOULD HAVE HAPPENED to make this a better customer service experience?
When deliver was made and the locking clips were found to be missing: Delivery personnel should have STOPPED delivery until locking clips were located from the store or another base.
When foot of bed was not functioning properly: Levin’s sales manager should have immediately replaced the base and STOPPED delivery.
Levin’s sales should have located a new base that had all the original manufacturer parts OR they should have been immediately in contact with Reverie for A.) a new base delivery or B.) a professional Reverie repair tech should have been immediately scheduled for a service call.
Levin’s also failed to make any follow-up with us to make sure we were happy with our purchase and delivery.
Levin’s REMOVED a poor review on Google without ever contacting us to see how they could resolve to our satisfaction.

We’ve been forced to accept that there is nothing else we can do because we accepted a bed that DOES NOT WORK and have to Pay for a BED that does not work? Except to file this complaint with social media and the Revdex.com and the State of Ohio Attorney General as a warning to other consumers.
Please do not shop here and become another Victim find another place that will care about you, their product and consumers?

I purchased a powerbase less than 90 days ago that is no longer working. I’ve been trying to reach someone to discuss the issue since September 6th but have been unsuccessful. Their automated system allows you to leave a number to receive a callback as it hold your place in line but no one has reached back out. Hold time always says “more than 10 minutes” but will not allow you to wait more than five minutes befor forcing you to leave a voicemail with no callback.

I received a power mattress base from them. Within two weeks of delivery, the base entirely stopped working. I attempted to contact Reverie by phone and email for over two weeks and could not get through on phone lines (put on indefinite hold) and received no response at all to 4 emails sent to their customer service address. I am therefore entirely unable to get the base serviced and working properly.