For those who are nervous about ordering a mattress online because they don’t know how they are going to carry it inside can rest easy. With Loom and Leaf, customers can enjoy the low pricing of an online mattress and the customer service of a brick and mortar retail store. Their delivery service is especially fantastic, and I want to break that down for all the potential Loom and Leaf buyers out there.
Generally, if someone orders a memory foam mattress online, it arrives shrink-wrapped, making it necessary to wait at least 48 hours before it can be used. Sometimes, mattresses are just not the same after being shrink-wrapped, but this shouldn’t be a problem with the Loom and Leaf. The mattress is shipped stable in their full expansion so that it can be slept on immediately.
Expect A Phone Call
Shortly after placing their order online, customers will receive a call from a Loom and Leaf representative to let them know that the order has been received and that it is processing. I found this to be a really nice touch and, in all my years of shopping online, I haven’t had this experience with many other companies.
One of the great things about Loom and Leaf is that they will schedule a four-hour delivery window with every customer. The day before the mattress is set to arrive, customers will receive a call asking when they will be available. Those who have ever waited all day for delivery will definitely appreciate this.
Loom and Leaf has no cancellation fee right up to the day before delivery. So, whether the delivery people are running late or one has an unexpected appointment, a new delivery date can be scheduled. If Loom and Leaf is the reason behind the rescheduling, the dispatcher will call right away and, for no cost, reschedule the delivery. Those who decide to cancel the order will receive a full refund, including the cost of the delivery fee.
For those who are running late or simply forget they had an appointment, the merchandise will be held by the delivery crew. They can reschedule and pay an additional delivery fee and, should they decide to cancel, they can get a refund minus the cost of shipping.
What If The Mattress Is Damaged?
Since Loom and Leaf mattresses are not shrink-wrapped, there is no danger of them getting tossed around a distribution center and thrown in a delivery van. My mattress was in perfect condition, but I imagine mishaps do happen from time-to-time. Loom and Leaf is known for its exceptional customer service, so customers can rest assured that they will be taken care of.
If the mattress is damaged, customers actually have a few options:
- Refuse the mattress and receive a full refund. This includes the delivery fee.
- Refuse the mattress and request an exchange. A new mattress will be delivered during the next available time slot. Customers will not have to pay a second delivery fee.
- Accept the mattress, and then make arrangements for an exchange. Make sure to note the damage on the delivery ticket.
What If The Wrong Mattress Is Delivered?
Right now, Loom and Leaf only offers two versions of one mattress, so it is very unlikely the wrong mattress will be delivered. However, Loom and Leaf is owned by Saatva, one of the most well-respected mattress companies. So, there could be the random occurrence that a different Saatva mattress gets shipped on accident. If this happens, customers get to keep and use the mis-shipped while the new one is shipped. The mis-shipped bed will be donated to a charity.
Make sure to measure before ordering. Measure the bedroom as well as the front door. If the mattress has to go down a hallway or up a flight of stairs, it is very important that customers measure all these spaces as well.
Also, it is necessary to take the old mattress out of the bedroom. Should the mattress need to be returned because it does not fit, customers will get a refund, but they will still be responsible for the delivery fee.
At the time of delivery, buyers will need to have a person at least 18 years old in the home to accept the delivery.
Learn more about the Loom and Leaf in general in my Loom and Leaf review.
Joe Auer is the editor of Mattress Clarity. He mainly focuses on mattress reviews and oversees the content across the site.
He likes things simple and take a straightforward, objective approach to his reviews. Joe has personally tested nearly 250 mattresses and always recommends people do their research before buying a new bed. He has been testing mattresses for over 5 years now, so he knows a thing or two when it comes to mattress selection. He has been cited as an authority in the industry by a number of large publications.
Joe has an undergraduate degree from Wake Forest University and an MBA from Columbia University.