Bear MattressReviews of bearmattress.com

Customer service is essentially non-existent. They will lie about when things ship (like sending a tracking number, but nothing actually shipping for 5 days). Then part of my order didn't show up (it was 2 items and 1 tracking number, but only 1 item in the box). Literally impossible to get ahold of a human being. This was to be my second bear mattress, but customer service has gone so far downhill that its going back and I will be looking elsewhere.

Total crap process, wait times and completley non existent customer service. Avoid them at all costs...

I would love to write a review about a new mattress but alas I do not have one. Ordered my mattress on May 22 along with White Glove delivery and set up. Received several messages about construction etc etc. The I received a message stating good news you mattress will arrive June 8. So my husband and I moved any furniture in the potential path, stripped the old bed and generally made room for the delivery. Nothing came by late afternoon so I tried to reach the company, getting a person was next to impossible. Tried the phone chat bot, tried the online chat neither could connect me to a person or answer my question. Emailed and left voicemail-no response meanwhile it’s getting late and I had to put the bedroom back together. Finally late on June 8 someone responded to an email explaining that the June 8 delivery was to Ryder who does their “white glove delivery service” No one had explained this process in any of the multiple emails sent to me between May 22 and June 8. Because I was less than happy they refunded half of the 200.00 paid for the delivery service. On that same day they said Ryder would contact me in 3-5 days. Here it is June 16 and not a word. I called the company and had to argue with a chat bot to get a human. The less than exuberant service person reported that Ryder had disputed that they were in possession of the mattress and then came back and confirmed they were in possession of it. Here I sit on June 16 with no mattress but you better believe Bear has my money and has had it for almost a month. I’m no where near happy.

I loved the clean idea of a mattress, but the web site is hard to speak with a person, get questions answered and allowing live access to my computer felt off. The web site is not the easiest to navigate and get all the info needed. only after going ahead with the purchase did i see the removal fee which is high and the box spring I am worried it is cheaply made and extremely expensive but I am assuming it will help with the cooling aspect of the mattress. The added extras felt wrong also, if I am spending more for a cooling mattress then include it don't add another $200 fee to make sure i know i have the right one.

After countless hours of searching, reading reviews, and visiting mattress stores in person, I finally settled on a Bear Mattress. It seemed to check all the boxes, and at the time, it came with a lifetime warranty. I ordered the Elite Hybrid. At first, it was great — really comfortable, and I was happy with my purchase. But less than a year in, it started sagging horribly. For context, I've had two previous mattresses on the same bed frame, and both lasted at least 15 years without issue. This clearly wasn't normal wear. I contacted Bear and went through their warranty process: sag measurements, photos, tag images, the whole routine. They agreed to send a replacement, but initially told me I'd have to pay to have the defective mattress hauled away. After I pushed back, they waived that fee. The replacement arrived — and it wasn't the same mattress. It was noticeably softer and smaller than the original Elite Hybrid I'd purchased. My sheets didn't even fit it properly. When I complained, the only thing they offered was a mattress topper. That's when the real problem started. My back began hurting so badly that I was in pain every single morning. The only relief I got was when I traveled and slept on a different bed — which told me everything I needed to know about the source of the pain. When I went back to Bear, they told me there was nothing more they could do. I was essentially stuck with a mattress that was hurting me. I went into this purchase trusting the reviews and the lifetime warranty. What I got was a mattress that failed within a year, a replacement that wasn't what I ordered, and a company that washed their hands of the problem once they'd done the bare minimum. Buyer beware.

Canceled my order after waiting weeks and being told sales resulted in high demand they couldn’t fulfill. 3-7 business days for delivery was a lie. After multiple attempts to contact them, I finally spoke to customer service who said the ETA was not known by the company and it was guess work. Good luck getting through to them on the phone, and don’t expect replies to your emails. Disappointing and frustrating to say the least. Save yourself the bother and go elsewhere.

terrible customer service ordered a Cal king platform bed king mattress they sent me their free gift package with queen sheets and a queen mattress protector multiple emails multiple phone calls with messages chat is disabled says to email, but they don’t respond to anything of the company that refuses to respond to your emails, especially when they get your order wrong I guess I’m gonna charge my credit card and let them deal with it

The absolute worst customer service I have experienced in my life. Mattress showed up on time but was much firmer than advertised. Returning it has been a nightmare of the highest degree. Impossible to reach a live person. Emails go unanswered. Promises are made through chat and email that are never followed up on. Had to threaten to have CC company return payment to even get a response on how to return. Now we begin the return saga. DO NOT give these unscrupulous people your business.