Reverie Review

The customer service of this company is deplorable! Have been going back and forth with Reverie for months to get an issue resolved with a brand new purchase. After several calls, promised actions that never pan out, I still have a broken non functional product. This has to be the worse company I have ever dealt with. The level of incompetence is maddening! The right hand doesn t know what the left is doing over there. No one can give you a concrete answer! The worse part is this company is located in Michigan, where I live! What's so hard about sending parts and servicing customers who are located where the business resides. I wouldn't recommend this company to anyone......buyer beware. Do yourself a favor and take your business and money elsewhere ! If I could give negative stars they would get five!

If Google reviews allow negative star ratings I would give this company minus 20. Customer Service is a joke with this company. Follow up and Follow through answers from them is we are investigating that issue. Unit less than two years and the weld point breaks. Support doesn't care about customer's concerns and urgency to get a replacement and fix.
I purchase the mattress and frame through Costco and will now get them involved. I have suggested to Costco to NEVER allow this company and vendors to ever sell and display REVERIE products.

Worst customer service in history. My parents bought a mattress from them less than 2 years ago with a 1 year warranty. We couldn t get a hold of anyone from their useless phone number that my mom tried day after day with no avail, like many of these reviews state as well- which is actually where i got an email which was also useless. After finally getting a response from the email I provided everything they asked for and they re still asking for more stuff. Terrible company. If they offered the best and only product on earth I wouldn t buy it. Awful.

All
Of the beds have faulty control boxes they will break on you 1-2 months after purchasing sometimes same week. They don t pay the employees right either

Actual customer service is nonexistent. We purchased a Reverie system for approximately $4000 in September of 2019. In January of 2021, the motor went out. Sixteen months later. Called Reverie and they ordered the motor and sent out a technician. Motor needed a new cord. Tech came back to install the new cord. He stated system needed a new remote. Said he would order and return to complete the job. He never came back. I called Reverie and they ordered the remote for a cost of an additional $127. Mind you, I already paid for the new motor and the Tech to the tune of over $200. Never received the remote; the Tech never came back to finish the job. I emailed Reverie and got no response. I am without the automatic functions of the bed. Still waiting 3 months later. Do not purchase a Reverie system; there is no customer service!!!!

I purchased a replacement remote for my reverie base in January. About a month ago (March) one of the buttons stopped working. I replaced the batteries and the remote button still did not work consistently. I called their service department and was told they only offer a one month warranty. I was very surprised at such a limited warranty which I think is pretty unusual. It seems Reverie knows their products do not last long and will not stand behind them. The agent explained that the remotes may be dropped and mishandled and Reverie doesn't bear responsibility for how they are used in the environment. I responded that Reverie knows how the devices are used and the issues associated with the environment and they apparently have decided to market a product which THEY KNOW is not going to stand up to daily use and have therefore limited their responsibility to one month. Pathetic! Don't buy a Reverie product if you are looking for quality and reliability.

Nearly impossible to get ahold of customer support.

12/28/2020
Just had my 3rd control box go out on my reverie bed. Don t buy these products. Absolutely awful. I m now on call 3 and 45 mins deep just waiting for customer support. Pretty awful.

- Updating to reply. You've got my contact information. Please contact me if you want to know more. I've logged more hours in trying to contact about the 3 failed control boxes than I should have. One more of these boxes and I'm pretty close to already paying for the frame itself.

***DO NOT PURCHASE A POWER BASE MANUFACTURED BY REVERIE*** The amount of frustration my wife and I have experienced interacting with this company has been overwhelming and disappointing. We were newlyweds when we purchased a Purple (Reverie) power base from Macy's on March 21, 2019. We invested $1,349.10 and $91.00 in tax on a Reverie Model JB-MP-208-C1. We value our health and wanted to invest in ourselves since one of us were in a car accident and have chronic back pain. This was such an exciting time in our lives. 6 months after purchase, the base stopped working. We contacted Purple and Macy's who referred us to the manufacturer, Reverie. We contacted Reverie multiple times by phone with no answer. Multiple voicemails were left with no response. On 09/16/2019 we reached out to Reverie via email. On 10/01/2019 (2 weeks later) we finally received an email response from Shynita Williams providing us information on how to check the power source, etc. Everything was completed in the step by step instructions provided with no resolution of the problem. 3 more emails were sent to Shynita on 10/1, 10/3 and 10/6 with no response. On 10/7/2019 we received a response stating a new control module would be sent. However we waited until 10/18/2019 (2 weeks) to reach out regarding no delivery of module. No response from Shynita. We reached out again on 11/4/2019. No response (Now 50 days since initial contact). A few days later we finally received our new module and the bed was working again. However, the same issue happened again on 09/02/2020. We proceeded with the same frustrating process of attempting to contact customer support. Many voicemails and emails were sent over a week period with a response by Micah Mason on 09/04/2020. For an additional $30 we had yet another control module sent on 10/19/2020 (48 days) which was delivered a few days later. HOWEVER, YET AGAIN the new control module stopped working that same day. We have reached out multiple times without a response. It has now been 2 years since the purchase of this bed and it has only worked for about 50% of the time. We now have what is essentially an expensive bed frame. We will NEVER buy from Reverie again. After reading reviews from other customers it is hard to understand how this company is still in business and securing contracts with big name companies. We have purchased a Sleep Number bed this week and are looking forward to business with them.

Diamond and Asia were extremely helpful and knowledgeable about the products. They were able to assist me with my exact issue precisely and had no hesitation to assist with any of my questions. I started out frustrated however there assurance with the process was smooth and we ended up with a satisfactory solution.
Thank you for your customer service assistance I highly recommend this team

It has been impossible to get in touch with a live person in customer service. My bed has been stuck in the upright position for months and I'm limited to sending an email to customer service and I have yet to receive a response even though I've been emailing since the end of September. If you're looking for a company with great customer service, then Reverie is not it.