Wink Beds

I tried to return this bed within a month of purchasing because it was so hard and I was having difficulty sleeping. When I contacted Wink Beds, they said that the bed gets softer over time and I need to sleep on it for at least 30 days before I can return or exchange it. I did know this before I purchased the bed, however, I had no idea that the bed would be so hard and that I would have such a hard time sleeping.

They would not issue a return or exchange until I had slept on the bed for 30+ days.

Process was easy, but hard to understand what you're getting into when you purchase a bed online. The plush firm is too hard for us as side sleepers. Glad there is a hassle free return policy.

I looked up best mattresses it showed wink bed as number 1! Order came in scheduled time. I am pleased.

When I first received the box with the bed in it I reached out to the company and let them know the box was labeled that it was a twin XL bed. I had ordered a king and they assured me that it was the right shipping weight and that their records showed they had sent me a king. When we opened the box it was confirmed that the bed was the wrong size. I have sent two emails and used the online chat. I am still waiting for a response from the company to resolve this matter.

While I did send my first email to the company on the weekend, I did not expect a response on the weekend. The weekend is over and I am disappointed I have not hear from them yet.

I bought the king luxury firm mattress in April after reading the good reviews. It is unfortunately very uncomfortable and my lower back and hips have been in pain since the last few months. It has gotten so bad that I wake up uncomfortable from the pain. We change the position of the mattress every few weeks as was recommended on this site but it still sags, especially in the middle. It feels like I'm falling into the bed when I sleep. I wanted to write a review but cannot access the link Winkbeds sent. It shows error everytime I click it. And there's no way to leave a review on the site. I would suggest see Amazon reviews before buying. Only good thing about the mattress is the height. We bought it originally because it was made in USA and thought it would be good quality. Unfortunately, it is not worth the $1800.

I bought a bed a year ago I weigh 170 pounds and the bed started to sag. They claim to have lifetime warranty, which is a lie. They told me certain pics to send and I did. Showing the bed is defected. Yet they won't replace it and are giving me a hard time DONT GET FOOLED, bad customer service and liars will never buy again.

I just received a Wink mattress this week. Because of the way that it is shrink wrapped in plastic for shipping, the corners came damaged (all four corners are bulging out because the foam is angled out). I have exchanged multiple emails with Wink requesting a replacement mattress, and so far they have refused. I feel very mislead by the stated return policy on their website, and I will continue fighting this. Be aware that they shrink wrap the mattress for shipping, potentially causing damage, and are unwilling to honor their return policy. Wish I could give them negative stars.

Their deceptive website caused me to purchase a $200 bed frame that was not necessary for my bed and when I contacted them to return an unopened product, they fell back on their no return policy. The only reason they need a no return policy on their bed frames is because they use deception to sell them. BEWARE! Customer service has offered no help at all. Not happy with our experience so far.

I was excited to get this WinkBed mattress. Unfortunately, after using it for two weeks I have horrible back pain from the mattress. They have a "generous" 120 day return policy but you have to hold onto the mattress for 60 days before you can return it. The pain is so unbearable that I have to sleep on my couch until I get a new mattress. I understand that the mattress needs to "adjust", which is why they want me to wait for 60 days, but there is no question this mattress is causing me pain and I can't wait for 2 months before returning it. I bought a new one from a different place and will be shelving this one until I can return it for a full refund.

The box was falling apart and I had to pay someone to help me get the mattress upstairs. I had no idea that this mattress was going to be delivered "in a box", falling apart, to my door and I would have to do it all. For this price, I was expecting a completely different experience. I can't recommend this.

Disgusted! Bed is defective and no support or response from customer service. 1 phone call and 2 emails weeks ago with no response.

Fletcher from Customer service said to keep the defective mattress for 30 days regardless of its defect. Terrible. I will be reporting to BBB and possibly an attorney for direction.

I have no idea how this company has any positive reviews.
The bed is very expensive. Two weeks after we got it, I wanted it returned but Wink Beds will not entertain a return for 90 days. Hear me? You are forced to keep it, even if you know you'll regret it. My husband talked me into keeping to awhile. Four months after purchasing it my husband and I noticed there were divots staying in the mattress when we got up but they went away after a couple of hours. But then they stopped going away and now we have a "hill" between us, which is b/c there's his divot and my divot and the hill between them. We are not terribly overweight people, at 5'11"/200 lbs. My husband sleeps in any position and I am primarily side or back but never stomach. The bed is AWFUL! I often sleep on the couch or my son's bed. I wake up in tremendous hip and back pain every night I sleep on it.
The "customer service" is not customer service you can speak with, no no. You cannot call anyone, you can't get someone on the phone, there's only email from "Caroline".
The bed is totally overpriced garbage. The positive reviews online are lies - notice you cannot add your own review on their site. No one can, b/c they're all lies. Better luck elsewhere people!
P.S. - we got rid of the mattress, but we ended up having to pay the disposal fee b/c Wink Beds couldn't find a place for us to take it and they wouldn't come pick it up like the return policy states.

There seems to be a media mirage with many positive reviews for Wink Beds. At least in my case, because I received a twin standard bed instead of a twin XL which I specifically ordered.

Although I did receive a personal call from customer service, it did not result in receipt of the bed that I ordered and paid for. It seems like, and this is my experience as well as my perception, the Wink Bed company spends much time and energy on media that will enhance their status in the independent bed manufacturing world, but, yet, they cannot deliver the product. I wish this was not the case; I want to support small business!
However, from order to shipment of the wrong sized mattress, it has taken 19 days. I don’t expect speed in the making of my mattress; I do expect the correct order to be fulfilled.

Seems nice so far. Oh so I have to leave 50 characters now huh? Why? This is frustrating and difficult. Most people would just not complete the survey. But I guess I'll just write this and change my 5 star review to 1 star for expecting me to do work to help your analytics.

Beds are like concrete, made well, look great but they are so hard all pressure points were activated. Caused a complete lack of sleep over three days. Just not for us.

Shipping was scheduled for Friday. I had my old bed picked up on Friday morning. I stayed home from work to receive bed. Then UPS shifted it to Monday from 10:00 - 2:00 so I stayed home from work on Monday. And then on MOnday UPS shifted it to Tuesday from 10:00 - 2:00. I had to pay someone to be at my house Tuesday. The bed was not delivered until 6:50pm on Tuesday, This is extremely awful customer service and WINK customer service was not helpful at all

Not helpful with UPS issue at all

Found out about this mattress from Wirecutter which had a code WCLABORDAY & never could get to apply code. Site is very hard to use, try to redo order and you kccp ordering another mattress. Just not a good experience

I ordered 2 sets of sheets. I opened the one set, laundered them and put on the bed. I did not like the texture. I tried to return the unopened set and was told by a Wink Bed representative that thy were not returnable even though they had never been opened.

Very poor customer service. I will order my next mattress from Saatva this month.

Winkbeds was very easy to work with to get the "exchange" process started. The policy states "An exchange includes a brand new bed, with a new 60-night risk free trial, for a total cost of $49. The second bed would come with a 60 day free trial, during which you could return for a full refund, and the $49 fee goes toward covering delivery, shipping and logistics for the exchange mattress which only include the pick up of the previous firmness." They failed to tell us that when the company comes there is an additional charge of $100 & and $30 to remove the bed. My parents are 88 & 90 years old and are unable to move these beds around. These additional charges should have been communicated when we made the purchase. Still waiting for a response from the pick up company and it has already been 8 days (only 60 days to return this bed if it doesn't work out), so hoping someone returns the call soon.

The customer service rep on the on-line chat was very good, however, no one explained the additional charges. Winkbed did say that we should send the invoice for reimbursement, but I don't have much confidence in that. It would be better if they actually paid the invoice up front. We will see.

I was provided a delivery that was the expected date. It was never updated over the course of three days so I assumed it was the correct date, so I took the day off to be there for delivery. We had been having daily summer rain storms and I didnt want my new bed to get wet. I stated I wanted to cancel the order and just like that it ships—-literally 15 mins after they tell me how the beds are made to order and mine is not finished yet—I get a confirmation from UPS. Bed finally showed up five days later. Their customer service responses seemed to be bots and not real people.

Delays in delivery. The responses were random words that didn’t address my concerns.

Terrible smell to the products. Not sure what to do. I need to contact someone.

I should have bought a different bed from a different company at a better price with less hassles and better shipping and support. Hey but other than that, all was great so you can publish that all our customers are soooooooo happy.

Sucks. Idiots in customer service. They don’t have a clue

After exchanging the firm for the softer version, I can finally sleep through the night without waking up in discomfort, but this mattress is still not great. The luxury firm felt like a giant fist was pressing into my ribcage when I slept on my side; I am so confused why it is supposedly recommended for side sleepers! The firm is advertised as a 6 softness, but it is harder than my prior 8-rated BeautyRest. The softer version is advertised as a 4, but is much harder than the Nectar mattress that's rated at a 6. The traditional Simmons Beauty Rest I had before the Softer version was much more comfortable than any of them.

Additionally, if WinkBed is going to advertise "world class customer service," they could do a better job prioritizing customer satisfaction over the fine print. I expressed dissatisfaction with the firm mattress and started an email thread to exchange it for the softer version during the satisfaction guarantee period, I didn't finish the email chain within the period. I was shocked that the first two representatives I talked to would have rather me be unhappy with a WinkBed for a lifetime than honor the spirit of their satisfaction guarantee and get me on a mattress that didn't wake me up in discomfort. Then, they wanted to send me a mattress topper, which seems like an insufficient solution for a product that's supposed to have a lifetime warrantee. It took a fight to get a mattress I can sleep through the night on... And it's still far from the amount of comfort I expected for the price-point.

I am disappointed and frustrated with WinkBed's Customer Service. I expressed dissatisfaction with the mattress 80 days into my trial period, but I unfortunately got COVID and had to deal with the death of a loved one during a worldwide pandemic, and didn't *finish* the email conversation within the 120-trial period. Instead of honoring the spirit of the satisfaction guarantee, WinkBed Customer Service chose not to grant an exchange for the softer version. It was only 3 weeks outside the 120-day period, and this mattress supposedly has a lifelong warranty.

I am surprised and disappointed that WinkBed would let 3 weeks and a technicality affect my lifelong satisfaction with their product and company. They offered to send me a free mattress topper, which feels like an inadequate solution for a $1500 product that is supposed to last a lifetime.

Additionally, the customer service representative Charlie keeps saying this is the "most generous policy in the industry" with smiley faces, which is simply not true. (Nectar has a year-long trial period and much more helpful customer service). I asked to be in contact with a manager, but instead received a generic email back without a signature, leads me to believe my request was not escalated or reviewed by anyone else.

Now, in addition to physical discomfort from this mattress, I wake up with regret on sinking so much money on this mattress and a bad taste in my mouth from the company in general.