IntellibedReviews of intellibed.com

We spent about 6K on the intellibed mattress and adjustable base. About 7 months later I wake up feeling crippled by back pain. We bought the mattress through a mattress store right before Covid shut everything down. There was a 90 day period where we could pay a restocking fee and get something else but we could never get anyone to call us back. We went with a high end firm and I LOVE firm mattresses but I don’t know what it is about this bed - my lower back pain has gotten worse and worse with every nights sleep and I’m stuck with it. 😭

Think VERY carefully before buying any product from IntelliBed. They advertise an excellent warranty but when it comes time to claim any manufacturer's defect, you get nothing but a run-around. In fact, we were told they “never” replace beds on warranty. We fought for 18 months to prove that we did have a defect under their manufacturer warranty and despite proving it, they refused to replace the bed. It broke down after less than 3 years. We began waking up with pain in our hips and numbness in our arms and hands. We had issues with lumps that would travel around the bed, where you'd have to lie on them to break them down, only to have them form in other spots. As well, the bed moved on its own, either after a partner would leave or when one turned over, always about 5 minutes after movement of any person ceased. We figured out that the layer that is glued to the bottom of the foam that protects the foam from the springs came loose in many spots, so it would get caught on the springs and then release suddenly, feeling like a small animal jumped on your bed when none had (we were told this was normal.... REALLY?!?!?!?) They are also inconsistent in their reasoning behind why they were refusing to cover any warranty. First we dealt with the US office and were forwarded to the Canadian office. The US office told us that our solid 1/2-inch plywood frame wasn't good enough and that slats 2 inches apart were more solid and what the only way any claims would be warrantable; The Canadian office told us our frame was just fine. The US office told us the mattress had to be transported flat and because it wasn't, it voided the warranty; the Canadian office said this wasn't a factor and how it was transported was fine. The US office told us our warranty was voided because it came across the Canadian border; the Canadian office told us they “never” replace beds under warranty. We even went to Colin House, former COO and now CEO, who simply sloughed our case off on to the Canadian office, except all that office was interested in was selling us a$1000 pillow topper, despite the fact that we had already purchased these ourselves (except that the brands we bought were “no good”). Everything we found wrong with the bed when we took it apart with their representative there was “normal”. Any reviews or blogs you see that say there's no partner movement is an outright lie... it felt like we were on a waterbed whenever one partner turned over. Even small movements such as sitting on the edge of the bed and taking off slippers made one feel like you would be flipped out of bed. When this was mentioned to the Canadian representative, she said this was “normal because of the gel”, yet others we have talked to in the Intellibed industry have said that isn't the case at all. Bottomline is that the price you pay for this bed is NOT WORTH the quality you get for it. We paid $5500 for a bed that lasted less than 3 years and we hung on for another 18 months beyond that to try to get some resolution. The last 3 months of that 18 months, one partner could no longer sleep on the bed AT ALL, even for an hour at a time, and the other barely slept more than a few broken hours without having to get up for an hour then go back to bed again for a few more hours of sleep. Intellibed has no interest whatsoever in guaranteeing their products and their inconsistency as to the reasons why “nothing” is covered are mind-boggling. Instead of buying any Intellibed product, take that cash and use it to wipe your bum then flush it down the toilet, because at least that money you're throwing away will have a SOME use.

We spent nearly double the price we have ever paid for any bed because we thought it would be worth it. We spent $5,000 and told that it was on sale down from $7,000!!! King size Starlight. After less than 30 days, there are two dips in the bed where we sleep and can no longer sleep on our stomachs. After another 30 days side sleeping is now affected too by the dips. This is the fastest I’ve ever seen a bed break down. It is horrible!!! We will be returning it as we bought from Mattress Firm and have 120 days. We are so disappointed and will never recommend this bed, and we’re telling all our friends and family too. This is nothing against Mattress Firm. They helped us look at all kinds of beds with no pressure for one brand over another and simply let us choose. The product failed us. I’m 5’10 170 lbs and would expect the bed to have at least lasted the 120 days. If it was going to fail, I’m glad it happened before the 120 days because then we’d be stuck with this brand. Going back to Mattress Firm today...and my back hurts writing this. My back will feel better by the end of the day, but then laying in the bed hurts it again....every day. I’m honestly concerned the bed will injure my wife and me. It’s getting beyond aches and is so frustrating. Per the reply below, I’ve edited just from here down: We returned the bed and purchased a Tempurpedic. Mattress Firm could not refund the delivery fee. I understand that as it’s not their fault, and they were great. We do have a new 120 Day trial started now for this bed.

Rachel, Director of Retail Services, sent me dirty organic sheets in ripped packaging and told me she was not able to send $200 sheets in acceptable packaging because they don’t know how. She called me rude after I paid $3,162 for a mattress and refused to accept dirty sheets. They want you to walk away quietly when they fail to deliver acceptable merchandise after they take your money. There are much better mattress companies out there. Don’t waste your time or money with this company. They don’t even bother to perform a quality control check to ensure the packaging used for $200 sheet sets can withstand transport or temperature fluctuations yet they want people to believe they make beds that will last. Please, who are they kidding. Buy an Avocado mattress instead they have much better customer service and a better warranty and they don’t hide behind deceptive retail promotions in order to make a sale and keep as much of your money as they can if you choose to return their faulty products. I have never seen such a sleazy way of doing business. You can best believe you won’t be getting anymore business from me. Shame on Dr. Dan Pompa for endorsing this company.

This is sham of a company. Customer service is abysmal. I have been trying to verify the exchange/return of my mattress for weeks. I was lied to and berated for expressing concerns about the mattress, long wait times to receive a new mattress. Our first mattress caused back aches and I had to sleep on the floor. The Sales Manager (yes, the Manager) never apologized or expressed any concern for the long wait for a new mattress or that we experienced distress waiting for the exchange to arrive. And, they charge a ridiculous $400 shipping charge to send the mattress. Another customer service rep claims to have called me and never did. I have called and emailed the company over 6 times. Now, I am stuck waiting for a credit back to my Visa and this company couldn’t care less about this situation, or you or your mattress. And, btw, check out the company's responses to people that have legitimate concerns and complaints. There is no substance in the responses. Just empty sentences.There are so many other great mattress companies that actually have a decent product and responsive customer service with people who are honorable. Not Intellibed.

Terrible service after purchase. We ve used the warranty to get a new mattress after two years because the first one developed deep recesses where we slept and broke down very quickly. We have had our second one for two years and it also needs to be replaced. Very disappointed with their customer service.

We ordered a mattress and adjustable frame on September 10, 2018 and the frame was damaged in transit. I received a call the day before the expected delivery that it was damaged and they would reship the order. I asked if the entire order was damaged or just the frame. It was confirmed the frame was scratched. We were going to consider keeping the frame as we were told it was just a scratch, but the freight company never brought it, so we asked to cancel the frame and get a credit and were promised that credit would be issued on September 27, 2018 by Jared. The following week I called to ask about the credit and he checked into it and confirmed it was sent to be processed after several days of waiting to hear back. Since that time we have been told several times that they had issued the credit. We were thinking about possibly getting a split mattress and inquired about pricing for that as a possible exchange, but when we learned the sale would be final and there would be no trial period and I was also told if we returned our mattress and decided later down the road to try another level of mattress they would not sell to us. At that time, we decided that this was not a company we want to work with as the calls and the way things have been handled did not seem right. My requests for a confirmation as to when the credit was issued were avoided many times as they were "looking into it" and then had the excuse of they submitted the credit and then pulled it when we asked about the split mattress. The frame was never delivered and damaged during transit and they are continuing to hold on to our money. On October 9th I reached out to Jared again asking for confirmation by email for my personal record and his manager, Rachael called me and stated there was confusion AGAIN and stated she was personally processing it and to expect the credit by Thursday to let her know. On October 12th, the credit was still not showing up and I emailed my sales representative, James and also Jared to ask for confirmation of the credit and I was told AGAIN that they held it due to us considering exchanging our mattress which we have made very clear we do not want at this point. Rachael emailed me on October 15th and stated she issued the credit and pulled it again due to a possible exchange. She offered to push the credit through that day again. Or hold it and refund for everything when we send our mattress back. On October 17th I asked if we could have it all credited at once as she offered when the mattress is picked up and she informed me that the refund was already pushed through and she could not stop it. She also suggested I call to initiate the return of the mattress as Friday would be the 30 days we were required to keep it. I spoke with Josie who said she would send a clear bag to wrap the bed in and would email the details of the credit as there was some question on the amount because we received a 30% veteran discount. Rachael emailed me the following day and explained we are out the shipping but Josie was wrong about the amount and she confirmed what we would receive back. Monday, October 22 I asked about the clear back. I was told it is required to ship it back and they would ship it out to me that day or Tuesday (almost a week later.) Today is October 24th and I still have not seen a refund for the damaged bases that I requested in September. I emailed yesterday, October 23rd to ask for a tracking number and proof that it was shipped and mentioned I was told last Wednesday it would ship out. Today they created a tracking number and blamed UPS. This has been such a nightmare and I cannot believe how customer service is handled with this company. I would RUN from them. There are other people out there were bad reviews and similar situations, but you have to dig. I wish I had found them first. I cannot wait to get this terrible mattress out of our home and have our money back. This was the worst mistake. I hope I get my refund some day. I hope the bag necessary to return this mattress arrives and I can be done with this company. So many excuses and delays.

After much research, I decided to give Intellibed a try. I purchased their mattress topper to try to make my new bed more comfortable. Unfortunately, the Intellibed mattress topper is somehow even harder than my firm mattress, extremely heavy, and it sleeps very hot. I’ve never had a problem with my bed making me hot before, but Intellibed does this so well that I can’t sleep. I never thought I’d pay nearly $500 for something that makes my bed less comfortable, and decreases my sleep quality - ironic, since these are some of the things Intellibed promises to do the opposite of. The return policy is quite tricky too. I would’ve been better off purchasing another new mattress instead. Edit: Beware the return process! I was forced to purchase a mattress pad (fine, that’s sanitary, understandable - that’s over $50 for something I’m throwing away), and I had to pay for return shipping (thankfully I saved the box!) for over $50, plus the original shipping. Be sure you really want Intellibed before you purchase, as you will lose money if you don’t like it. Also, I’m still awaiting my refund; tracking shows Intellibed received it back days ago. On the phone, they did say they may take three weeks to process the return.