Are you nervous about ordering a mattress online because you don’t know how you are going to carry it in your house and upstairs to your bedroom? Well, this is not a concern you will have with Loom & Leaf. You enjoy the low pricing from eliminating the middle man, but the customer service of a brick and mortar retail store. The thoughtful delivery process handles the challenges you’re probably worried about.
Generally, if you order a memory foam mattress online it arrives shrink-wrapped, so you have to wait 48 hours for it to grow to its regular size before you can even use it. Sometimes, mattresses just are not the same after being shrink-wrapped. The first thing you should know is that Loom & Leaf mattresses are shipped stable in their regular shape. You can sleep on your new mattress the minute it arrives.
Expect a Phone Call
Shortly after you place your order online, you will receive a call from a Loom & Leaf representative to let you know that your order has been received and that it is processing. I found this to be a really nice touch. In all my years of shopping online I don’t think a company has ever done this.
One of the great things about Loom & Leaf is that a four-hour delivery window is scheduled. The day before your mattress is set to arrive, you will receive a call asking what four-hour window you can be home for. If you have ever sat around all day waiting for a delivery, you will definitely appreciate this.
Loom & Leaf has a no-cancelation fee right up to the day prior. So, whether your delivery people are running late or you have an unexpected appointment, a new delivery date can be scheduled. If Loom & Leaf is the reason behind the rescheduling the dispatcher will call you right away. At no cost to you the delivery is rescheduled. Should you decide to cancel the order, you will receive a full refund, including the cost of the delivery fee.
If you are running late or simply forget you had an appointment the merchandise will be held by the delivery crew. You can reschedule and pay an additional delivery free. Should you decide to cancel, you can get a refund minus the cost of shipping.
What if the Mattress is Damaged?
Since Loom & 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 & Leaf is known for its exceptional customer service, so you can rest-assured that you will be taken care of.
If your mattress is damaged, you actually have a few options:
- Refuse the mattress and receive a full refund. This includes your delivery fee.
- Refuse the mattress and request an exchange. Your new mattress will be delivered during the next available time slot. You will not have to pay a second delivery fee.
- Accept the mattress, and then make arrangements for an exchange. If you do this, make sure you note the damage on the delivery ticket.
What if the Wrong Mattress is Delivered?
Right now, Loom & Leaf only offers two versions of one mattress, so you may be thinking there is no way possible the wrong one will be delivered, right? Loom & 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. Understand that is very rare, and the chance of this happening to you is slim, but rest-assured that if it does, you won’t be inconvenienced. You get to keep and use the mattress being delivered while your new one is sent to you. The mistake bed will get donated to a charity.
Make sure you measure before you order. This does not only mean measure the bedroom either. The mattress needs to get through your front door. If it has to go down a hallway or up a flight of stairs, it is very important that you measure all these spaces, as well.
Also, you will need to have your current bed out of the space where your new one is going. Should your mattress need to be returned because you neglected to measure, you will get a refund, but you will still be responsible for the delivery fee.
At the time of delivery, you 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.
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