Chris C.
Be sure to understand the return policy completely
Unfortunately, this ended up being a stressful and disappointing purchase. The shipment arrived late, so the delivery didn't start unto nearly 5pm and wasn't completed until about 9:30pm. There were some issues with the installer's truck, which slowed him down and left his assistant to assemble the bed solo. There was a lot of unsteadiness in the mechanism, and to their credit SS got the engineer that designed the bed on the phone with the installers to help correct the problems. Also, some of the bolts that were the wrong size, so the rails were not able to be installed until the next day. After the assembly was complete we discovered that this bed was not a good match for my elderly dad. One main problem is that when the bed goes into the prone/sleep position the user's feet are hanging off the bed and so they have to scootch up using elbows/feet/ and strength, which was very difficult for my dad. He didn't sleep in it that first night, and I spent a quite a bit of time speaking to an SS rep regarding the concerns. We wanted to return the unit, but the Return Policy is basically none. The bed must be returned fully disassembled and in the original packaging, including the pallets. This isn't possible, especially when their installer discards the packaging, and it was wet from the rain. Granted, some of the issues were outside of SS control (eg. the delivery driver leaving the boxes outside in the rain), but I also think they could do better by having some honest discussions with potential buyers to make sure this is a good option for the intended user, because once this bed is delivered it's yours. Since this is an on-line purchase there isn't a way to know if it's right for you until you try using it, by which time it's too late. We could not find any videos or sales promos that show a person going completely from prone to seated and visa-versa. They show portions of the process with edits, but not how a person who could benefit from this type of bed will actually use it. I think that would be really helpful for potential purchasers. My dad is giving it a go of using the bed, so hopefully he'll eventually find it useful, but unless you have a way to test this bed out in person, I would not recommend at this time.
Response from slumbersource.comApr 1, 2025
Thanks for the review. We apologize for the delayed installation and we are just grateful to our team for coming together with the factory engineers to address ensuring the assembly was perfect. We even spent an extra hour working with your family in getting acclimated to learning how to use the bed. On the return policy, universally and industry wide in homecare and hospital beds once they have been setup there are no returns. With that being said it's very rare that our customers are not able to acclimate in learning how to use the bed. Please continue to lean on your expert caregivers for direction. I am so proud of our team going above and beyond!!