Intellibed Reviews 

We've recently ordered an Intellibed and our salesperson was Jesse Wayment who went above and beyond the norm to help us out with what we ordered. I was really put to the test with my credit card not wanting to go through because of the unusually large purchase we were spending which isn't normal for us so our account was flagged! Jesse was so patient with it all and even called us back the next day to finish the process for us. We're really looking forward to getting the bed and hope it's a good as we've been told it is! We love the fact that it's chemical free and are really trying to "clean up" our environment & health! This bed should make a huge difference and we pray it does.
Thanks, Jesse, for such a wonderful experience and for all your help with the process. You are wonderful and really deserve kudos & a raise for all you do for your customers!
Wil and Dale in Texas

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.

For the amount paid for the pillow, shipping should be free!

Both Frank and Harry were super helpful and informative (but not pushy). Super experience. We came it on Sunday at 4:30pm. Just 90mins till closing and we left less than 40 mins later! And to top it off we got delivery the next day! Fantastic experience!!!

Overall, a great experience using your website. However, I would love it if I immediately received a confirmation email with my order number when I clicked order. It's been 30 minutes and I have not seen that confirmation email come through yet.
Otherwise, I'm excited to get our bed and get a better night's rest!!!

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.

Fantastic mattress. Great company to deal with. The additional purchase of pillows and mattress cover proved to be a good investment. Thanks for the great service.

Ordering was easy. I can't wait until I get it delivered.

I would like too have seen a picture of the inside of the topper. Maybe with the cover pulled back off a corner.

Amazing product, I love it, I have been sleeping on this bed for close to a year, and it's the best Investment I've ever made, i wake up every morning so full of energy it's unbelievable.

My husband and I first learned about this company on the Mommypotamus blog and since we had an infant / toddler and got up frequently in the night we really liked the idea of the bed that was specially made to prevent your partner from being disturbed.

But, we had had a pretty good Posturepedic bed for nearly a decade that we felt was still functional, so we bought the Intellitopper for it. We slept on it without issue and found it really gave extra cushion to our otherwise somewhat firm bed.

After a while sleeping on the Intellitopper very happily we decided we wanted the real deal Intellibed and specifically the "don't disturb your partner" kind. We purchased every single thing from Intellibed (their box spring, mattress support, and mattress cover) to be sure we were covering our bases mentioned in the warranty.

After only a very short time we were unhappy with the mattress. The Intellitopper had been better at helping the other partner not get disturbed, and after only about 6 months we noticed two sagging spots in the mattress. We continued to turn it like clockwork hoping that would help. It may be helpful to know that I weigh 118 pounds and my husband weighs 135. We are relatively light folks.

After the sags got worse and worse I'd had enough. I have scoliosis and my Chiropractor actually wrote a prescription for this bed hoping it would help, which is how we could afford it (medical expense). Our toddler was finally not waking me up all the time and I felt like I had the energy to take on the whole return / replacement, which obviously entailed moving our old bed (with the Intellitopper) out of our spare room where grandma used it when she visited, so she wouldn't be able to come until we got a replacement.

I contacted the company, which had promised a 10 year warranty, and was absolutely disgusted with the protocol and customer service. After buying the topper and expressing my interest in the Intellibed these folks called me multiple times per month to try to sell me a bed! Now that I had an issue I would not get a response *at all,* so weeks went by and I tried again and again.

After much aggravation we did our best and met the requirements photographing the results. We emailed them and after multiple attempts to contact them, with weeks in between with no response, we finally got a reply that said our sag wasn't saggy enough by about 2 millimeters.

A year later the company offered now to have us send in our pictures and assess the sag without getting the mattress on the floor which was a big help. Based on the pictures they are willing to replace the bed for us with a demo bed that has been used but the outer fabric has been replaced. They also agreed to waive any shipping costs.

In talking to their warranty specialist she was surprised by the amount of sag we had, so perhaps we did get a lemon. I am grateful that Intellibed is trying to make the experience right and we're really hoping that when the replacement comes we will finally get a good night's sleep.

I will update this review with my experience with the new bed.

I had purchased topper. If you need extra support & comfort I suggest you go w/a specialty mattress set(if your mattress is wore out)The topper is a lil boost "if" you already have a good setup. THANKS to the supervision of Rachael & chatting with Jarried we were all on the same page!!!

My ratings in a nutshell:
*Bed= 3 stars (I believe it's good quality, comfortable, takes a while to adjust to, but it just wasn't a fit for my body, caused back pain--I slept on it for nearly 2 months. I think it would work well for a lot of people.)
*Adjustable bases= 4 stars, they work well and are quiet, different leg lengths, which is nice.
*Sheets=4 stars very comfortable, stay on corners but spendy.
*Customer Service= 2 stars. I picked this company because it had a good rating for their business from BBB. My experience was not good.

See below for more details on customer service experience:

*First I called to order bed. I knew it was a requirement to buy a mattress cover in order to return it from my own research of bed. The sales rep never mentioned that part in our conversation of ordering bed. Thankfully I remembered to ask about it and had it added to my order. REMEMBER TO ORDER MATTRESS PROTECTOR or you can't return your bed. I think they should be required to mention it before completing a purchase with customer.

*Secondly, the bed, sheets, bed, base, etc. all arrived, but there was no mattress cover. So I had to call back and have them ship a mattress cover to me. They did send it after call and I received it.

*I was having a hard time on bed (it flared up my low back and groin--I have had previous injuries there), called customer service twice about this. They told me to just keep sleeping on it, which I did.

* Things did not improve with time, but worsened. So I called back and they recommended a foam topper. I said fine, I will try it. The foam topper never came--after a week or two of waiting. So I called back to check on it, they had no records of an order for foam topper. So the customer service rep said she would re-order and send it to me and I should have it within a week. The topper never came.

*They sent email checking in and I responded with my experience and never received an email reply or a phone call.

*I called about four days ago and left a message to tell them I still hadn't received foam cover and was unhappy with mattress. I never received a call back.

*I decided I was just done and needed to move on.

*I called this morning and left a message. I did not receive a call back. I also tried online messaging customer service and they said they'd have someone call me back. I waited two hours and no call.

*Finally, I called customer service again and got a hold of a person. All I wanted to do was return bed and find link for writing review. I knew my patience was thin, so I was just going to return it and then write a fair review. I let customer service rep know that I wanted to return bed and that I had called for help many times. She seemed surprised and said that there was only one record of me calling back with any problems and continued to press me on why I wanted to return it. (The way they keep their records of calls is completely inaccurate--I called once about not receiving my bed cover, twice about letting them know the bed was causing pain and seeking advice; I called three times to get a foam topper which never came; I called this morning and left message, sent online message and finally got a hold of someone live this afternoon--for a total of nine times of reaching out to them.)

*So admittedly I let her know that I was upset and that I had a very bad experience and proceeded to tell her all of the above details.

*I did tell her I was sorry that I was upset and she told me she was required to ask me thoroughly of reason for return.

*Finally, it is hard to find how to write a review. I asked customer service online. They said they didn't know. Then, when I called I asked customer service rep and she didn't know. She had to do some digging and then got back to me with a link. They should have it be easier for customers to find link to write review.

Anyways, really bummed. I wanted it to work out. I wish the company all of the best; and I do think a lot of people would like it. I've just had a lot of pain and medical issues, so it's more complicated for me.

Notes: I'm a smaller person 5'5 and 120 lbs...with athletic build, bony hips and shoulders. I don't know if that played into it or not. Sometimes being lighter it's harder to get benefits.

Our bed is relatively new but too firm. I was waking up throughout the night to switch positions because of numbness in my arms or general discomfort and in the morning my back was stiff and sore. Since using the Intelibed mattress pad we have noticed a marked improvement in our sleep and wake up much less achy. Prior to this we tried a different gel foam pad that lacked the cell “matrix” design and did not notice these results. We are very happy with our purchase.

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.