Other than our experience with their Customer Service, my husband and I are very pleased with our bed, base, sheets, pillows, etc. They're very high quality and you can't beat the prices during their warehouse sale.
As I'm on my way back to work, I get a call from the Malouf Customer Service rep I just spoke with about 45 minutes earlier. She told me that she had just clarified with her supervisor and we could bring the incorrect piece in that day before 5:00 PM with the receipt and exchange it for the correct piece. Dumbfounded that this couldn't have happened 45 minutes earlier to save me the trouble of taking my lunch break, I thanked her and called my husband. He decided he'd take a half day off of work to get this taken care of. We arranged to borrow a truck and asked people for help loading/unloading the base piece (remember, they're heavy) and everything seemed like it would be fixed.
At this point, it was 10:15 PM and we were extremely frustrated. We'd just spent all this time moving things around our small apartment (not to mention the base pieces are SUPER heavy) with no bed to show for it. So, we boxed up the 2nd head piece and threw our old box spring and mattress on the floor so we could go to sleep.
My husband and I recently attended the Warehouse Sale at Malouf and purchased the king size 11 inch Latex Hybrid mattress, the M510 Adjustable Base, as well as some sheets, pillows, etc. Even though everything was discounted, we still spend a significant amount of money.
After being told "This is just our normal procedure for returns or exchanges," I decided it wasn't worth getting steamed up about so we ended the call. At 9:30 AM, I took my half hour lunch break to run home and take the photos so we could get an email to their Customer Service team ASAP because waiting until Monday was not an option (Remember, we live in a small 2 bedroom apartment with now two beds scattered throughout).
That afternoon, my husband went back to Malouf to exchange the pieces and made it back to our apartment. After they unloaded the new piece, my husband realized we were given the wrong piece AGAIN. This time it wasn't for the correct model. Obviously upset, my husband calls me to let me know he's headed back to Malouf AGAIN to hopefully get the correct piece for our bed. We did end up getting the correct pieces and were able to setup our bed that night.
We were given a mattress box and 2 boxes for the base (a head piece and a foot piece) then headed home. We got home around 9:00 PM and decided to setup our new bed out of pure excitement. We took apart our old bed and started setting up our new bed but realized we were given two head pieces instead of a head piece and foot piece. We opened the 2nd box to double check but then realized we weren't given any legs or a remote for the bed.
What an awesome company! The customer service is prompt, honest and transparent. Plus the products are top-notch! My husband and I cannot stop buying them! I recently got a reading pillow and it's the best thing that ever happened to me! I use it for reading and working on the computer, and my back never hurts. I could sing their praises all day!
I have a few products from Malouf and absolutely love them. My kids got a swivel car that has been played with pretty rough by them and their cousins and it is holding up really well. The best part is the glow-in-the-dark feature. Super cool! I have a few linen products too. Their down alternative mattress topper is the best thing since sliced bread. I would recommend it to any... including those with back issues. I love the customer service that Malouf has. They are courteous and prompt with any questions I have. They feel like a family company even as they continue to grow. Hands down best company for your money on bedding. I've told all of my friends about them and many have become customers themselves. Do yourself a favor and buy here!
My frustration is more due to the lack of initial desire to correct the mistake on the Customer Service side. Both instances were obviously not our fault but it almost felt like they refused to take responsibility. So, my advice to everyone is make sure they give you the correct pieces BEFORE you leave the warehouse.
Malouf has wonderful customer service and absolutely amazing products. I have several things from pillows to mattresses and I've never been disappointed. Everything is very well made and even shipped in nice well thought-out packaging. Wonderful company.
The next morning a little after 9:00 AM (note this was a Friday), I called Malouf's Customer Service line. I was told that we would have to physically bring the piece back in, but before that, I would have to take photos of our receipt and the two boxes to confirm that we'd been given the wrong pieces, email the photos over, and hope that their Customer Service would get to it before the end of the day. And if they didn't, then we'd have to wait until Monday.
From their customer service all the way down to their high quality products, I have been very impressed by my interactions with Malouf. Their employees communicate very well and are very responsive. The company is truly concerned about their customers experience and are investing resources to ensure that they maintain that high standard. They promise that their products will preform well and they don't disappoint. I have used their a few of their products including their hypoallergenic waterproof mattress protector as well as their gel memory foam mattress topper and the combination has been great. The mattress topper gives me ample support and forms perfectly to my body and the mattress protector has done its job without changing how it feels to sleep in my bed. If you are looking to buy something to enhance your sleeping experience from a great company, I highly recommend purchasing a Malouf product.
I was very frustrated at this point because 1 - it wasn't our fault that we were given the WRONG piece and 2 - I didn't feel like they were even that sorry about the situation. I even asked if we could physically bring the piece back in that day with the photos they requested (which was still inconvenient because my husband and I both work full-time) and I was told that they couldn't guarantee that someone would be able to assist us at the warehouse...
Malouf is a US Point Of Interest based in Logan, Utah. Malouf is located at 1525 W 2960 S, Logan, UT 84321, USA.
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