titanmattress.comReviews of titanmattress.com

First of all, I REALLY wanted to try their Titan Plus Elite mattress. I did my research, and it was one of two mattresses I was considering. Here's the problem: I placed my original order on Memorial Day (5/25). It took about a week to manufacture (which I was fine with, I read that before ordering), and it was due to arrive at my house on 6/10. Fine-I live a long way from Arizona, no problem. Beginning on 6/10 and over the next several days, I get updates from Fed Ex that shipping was delayed, it will be delivered "the next day." I contact Fed Ex and find that there was a problem in shipping--product was damaged (apparently bad enough as they had to ask me who the original shipper was and what the contents of the package was). I gave them the information I had. I had not heard anything else about the package, so I contacted Titan Mattress company again on 6/18 (eight days after my original delivery date), to see what was to be done about my package. I supplied them with the Fed Ex information, and I re-ordered another bed. The agent said that this type of thing sometimes happens when they ship with Fed Ex, either suspected damage (as the mattress is a 150 lb bed-in-a box), or a shipping ticket that is damaged or cannot be read. I was asked what day I would like my bed by, and understanding manufacturing and shipping time, I suggested 7/1 as a reasonable time to expect my mattress. The agent handling the call at the time agreed that it should be a reasonable time, and they offered me a discount for my troubles. However....today is 6/30 and I hadn't received any notices about my order being shipped. When I called today to check on my order, an agent told me that it hasn't been manufactured yet...that it should be completed in 2 days, and then shipped out. Apparently, no type of rush was placed on my order, so I took a place in line as it were my first attempt at ordering a mattress. My problem with this company is twofold: 1) If problems such as missing a ticket or damage to a mattress happen regularly (and I do not know how often, but the agent seemed to know the protocol for this situation quite well), then perhaps Titan should consider either changing the packaging to make it more durable, or perhaps print item information on the box itself as to minimize the several-day delay that is experienced when information about their packaging is needed; and 2) If someone has already been waiting 3 weeks for an order when it is determined that a re-order is needed, please consider moving them towards the front of the line so that they can get the product they originally ordered in a timely manner. Truth be told, based on reviews of the product, I really still considered waiting another 8-10 days for this mattress. But my disappointment in how my situation was handled won out, and I have cancelled my order. If you decide to go with them, I hope you have better luck than I did! I'm leaving 2 stars because at least when I was able to talk with an agent, they seemed helpful and understanding of my situation.

The integration with "Shop" complicated the order. It is for my wife's rental property, but i was paying and the name confusion made me have to cancel and enter the order as me, and the confirmation still went to my wife's email. Not as easy as it should be.

You talk to AI which only makes you spin your wheels trying to get an answer. It mishears everything you say and the chat assistant has one response for everything, “here’s an article that might help” Unbelievably frustrating!!!!

Originally purchased the Titan Hybrid in September 2020. Initially the mattress was like sleeping on a brick. Since I am only 165 pounds, I added a 1 1/2 inch foam topper and that was perfect for me. I am a stomach sleeper. My back sleeping spouse is 285 pounds and he felt that the mattress was perfect. Fast forward to 2023. I needed a new mattress for my main bed at home and purchased the newest Titan mattress, the Titan Plus. I was so excited to unbox it and put it on the bed, as our old Helix had developed a significant sag. The new Titan is very soft. Both of us sink into it and liken the sleep experience to sleeping in a bowl of Jello. Turns out the company has merged with Helix, who also changed their product line after my initial purchase (we were replacing the original Helix). The second Helix mattress I bought was also very soft. Seems to be a trend with this company. Since I’m still in my 120 night sleep trial, they have agreed to pick up the mattress and refund my money. I will give them kudos for that. Whereas, the company Helix, was not so generous with the second mattress that I purchased from them. I understand Titan has had many complaints about their soft mattresses as of late. I sure wish they had not merged with the other company because they had an excellent product.