Has anyone on this forum had difficulty reaching customer service at Glacier Sleep? I have been trying for 3 solid days just to get some questions answered. It’s been surprisingly challenging to reach anyone other than a bot at this company. Making me nervous about potentially moving in this direction, so hoping for some reassurance from those who have ordered their Glacier Apex Hybrid bed frequently spoken about. Thanks for any information.
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When I contacted them it was AI doing the communication, though the AI was surprisingly knowledgeable and helpful
Yes I actually need to speak with a human and it seems impossible. Makes their stated warranty and guarantee feel absolutely worthless, if you can never access a human . Really kind of shocked they are a trusted member on this website. Feels like a company that is running some type of scam or hoax. I have been trying too many times to count since Friday and no difference today with the beginning of the work week. I am familiar with their bots, wish they could answer my questions. Sigh. Doesn’t give me much hope they will honor their guarantees or warranties and we are ready to cancel despite all the glowing recommendations from this site and the good reviews on their bed.
thanks for your response which feels consistent. I have met their bots:)
I tested the guarantee myself since I recognized it was AI and did not have an issue getting it to suggest pickup options. What they did is pick up on what you say and send the request to sharetown, and sharetown processes the return.
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thanks - what is sharetown?
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Sharetown is the service most companies who offer the comfort guarantee are partnered with to process the returns for them.
What they do is commission someone who is signed up to work for them, to come pick up the bed and sell it to someone else for much cheaper than retail and keep some of the profit.
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So once it went to the separate company (sharetown) I assume you were then in communication with a human? I am hoping since we ordered and paid for white glove delivery it will have to involve a human to set up a convenient delivery date and time? and I can ignore what the Bots are currently telling me - “that the bed will be left on our doorstep” right now in a timeframe when we will not be here:) I have other questions as well as we want them to move our new too firm mattress (that can’t be returned until the 30 days are up) to another area of our home rather than “removal” under the white glove service. Our hope is we can have the new mattress in place before the old one is returned so we can continue to sleep in our master. thanks for your responses.
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Yes sharetown was an actual person.
I’m not sure about the white glove delivery but this is a well established company, so I believe they will probably follow through to make sure you’re going to be there when they arrive.
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Thanks for your response, I appreciate it! We shall see. I was able to finally reach a contact person via chat after repeated attempts all day yesterday via phone email and chat with little success, He clarified that the bots inaccurate information for my order, and he validated that the bots at Glacier get confused and the information was actually in error since I did order white glove delivery Hoping it all works out as planned w/out need for more bot interaction at Glacier but as I mentioned we shall see. thanks again
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You ordered the firm version?
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Well, thats a long story! and why I wanted to speak to a customer service agent who could report on the actual firmness difference between the medium and the firm- they said someone would call me and no one did. I gave up on that and just ordered it:) d/t a significant sale on the Apex that was threatening to end on Sunday night. When I was not able to get the information on firmness in time for the sale, we ordered a medium 6/10 and will exchange for a firm if it’s too soft. Because its memory foam I tend to find them more firm in general ~ hybrid tempurpedics anyway before you sink in as long as there is good edge support which it sounds like this one has. For example, Saatvas hybrid memory foam in medium which is the only firmness it comes in (estimated as 6/10) felt great/fine to me in the store, whereas all the other typical mediums with the same rating (like the Classic or the RX) were way too soft. I find I can also tolerate medium firmness in a latex much more readily but my husband reminded me you really prefer memory foam ~ and I do, so we went in this hybrid direction. I’m also a little phobic about getting too firm a mattress after the 30 days of agony that the extra firm avocado experience has resulted in for both of us. We are Day # 20, counting and our Motrin supply is literally running out:). Because we couldn’t try the Apex Hybrid anywhere (except California) we decided to wing it and if it didn’t work change it out d/t the great return/exchange policy but that really worried us when I couldn’t reach a human readily - so your message about your AI return experience was helpful. We almost cancelled the order after not being able to reach anyone by monday night, so your reassurance was needed. We were anxious about going to the firm for fear the firm might again be “too firm”. My husband is joining me in this “fear” of firm as well so when I gave him the deciding vote, that’s where the dice rolled! lol:)
When I did speak to the salesman yesterday, who had tested the firm and medium in the past he only estimated the firm as a 7 or 8 out of 10 so not a huge difference from the 6/10 medium but it is all subjective. If I had known that, I might have gone with it first. All I know for sure as Maverick has mentioned is that extra firm avocado is definitely 10/10 and I think anyone going with Dunlop latex better like very firm beds. We are learning to sleep on it, as we are each fairly adaptable, but talking each other into going to bed at night has been challenging! Thanks for your help!
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I have the medium, that used to be the only model that could be ordered back in December before they made the soft and firm models.
I think what y’all have wanted is to make sure you’re strongly supported and you don’t want to be sunk into the bed. I never get that and I’m 6’0" was 220 pounds when first got it.
It does have a memory foam feel but that’s much negated by the way it’s quilted. The top cover uses nylon I think to provide cooling, and you feel some slight contouring, with not much sinkage. Great sheet options are percale cotton, and I specifically like tencel cotton blend or rayon/linen blend. With the slick feel of the top, I like some equally slick cool sheets which either rayon+cotton, linen+tencel have. Pure rayon or pure tencel are very slick, which either cotton or linen manages by adding a touch of matte texture. Quince has a lot of great options for sheets. I think you’d like these a lot Amazon.com
Y’all basically did the opposite of what I did when I first got into bedding. I thought why not get the softest bed I can as long as I’m supported? Well it turned out a super soft bed feels amazing initially because of stress relief, but can be very annoying unless it’s built in a way that holds up your body. My avocado luxury ultra plush is about the softest bed you can get while not losing alignment.
You guys went the opposite way, I think just realizing it’s okay to have some plushness in the top is the end goal. It seems like ultimately most end up realizing what’s best is soft on top with strong support. For both stress relief and alignment.
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What’s best is soft on top with strong support.. now that would be ideal! Fingers crossed it’s the apex hybrid in medium for us! thx for the sheet information, we like crispy percale and quince has a nice option, plus the amazon link also looks great, we are using new bamboo sheets on the avocado and its softness has been appreciated! will keep you posted after the apex arrives, we are excited and far less nervous about potential returns, etc. now! Thank you!
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I want to thank Mattress Underground for all of the support - we so appreciate it and are kind of excited to try out our “next” mattress. This is a very tough job but all of you take it so seriously. Can’t express how much my husband and I appreciate all you do as a forum! If you ever thought it wasn’t necessary, it really is. We are excited to try out our next mattress from Glacier - we feel and hope it may be “just right”!!! If not we are happy the supportive environment is here to begin our search for our just right next bed again! thank you!
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You’re very welcome, and thank you for the kind words! It’s always great to hear that the information and support here have helped make the process a little less overwhelming.
Hopefully the Glacier turns out to be that “just right” mattress you’ve been searching for, but either way, we’ll be here to help if you need us. Wishing you both many nights of great sleep on your new mattress! As I always like to say, use it in good health!
Maverick
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So the Glacier Apex arrived ( I had no further problems after my post and customer service/delivery with white glove was excellent). We are on night #5 and I don’t want to jinx it but we really like it a lot, dare I say love it:). Very nice memory foam soft feel without any of the issues - great edge support, sleeps very cool, no sink holes - but a very nice softness, no more pressure point issues and we got it in the medium. Hoping it all stays the same! Thanks for all the information on this bed, happy to recommend it as of now. Thank you!
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Congratulations. May it give you many comfortable nights sleeping.
Wishing you the best.
Maverick
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Update on the Glacier Apex Hybrid… WE ADORE IT! I can’t believe how much this forum helped us find the perfect bed for us, but you did! Although my husband was also key after days of returning home exhausted and confused after trying out all kinds of beds all over CT solo (which he refuses to do:)… by saying to me… I think you really like memory foam… and suddenly I realized..that’s true! Once I went in this direction I started comparing beds to my favorite, the Tempurpedic Hybrid Luxe which I was always drawn to in the stores that carried them (but not the 5 thousand dollar price point and less then stellar warranty/return policy I have heard about from Tempurpedic). Then I started searching for a comparable option and all the smart people here said one thing… Glacier Apex Hybrid in King. Many other online mattress reviewers agreed (Naplab and Boxed Sleep Review are the 2 I remember consulting). I was concerned about not being able to try it out first, but figured it could be returned after all of the positive reviews on the bed itself both online and personally from the people on this excellent forum. Then, the only issue became which firmness to choose. We went with the medium as we both tend to subjectively feel that memory foam is always a bit firmer than other types of mattresses we’ve tried. We figured we could always return if we wanted to go firmer and reddit users as a group said the medium was quite firm - subjective, but that helped us trust that a medium might be “firm enough” for us. Now that we have had it for approximately a month, the medium is perfect and has not softened too much to make us regret our decision (something I was worried about). It’s really the best mattress to retire to for each of us, and my husband comfortably puts his socks on at the edge of the bed w/out disturbing me in the early morning! It also sleeps very cool and I have added the Rest sheets and comforter which as a hot sleeper, I also adore. The amazing price point for this bed and the reliability and responsiveness of the company was seamless after I was able to reach a customer service associate. Thank you for your help Maverick. Kudos to the Apex Glacier company and to this forum! and if you don’t want to pay for a Tempurpedic, I highly, highly recommend this bed as well as this forum! Thanks again!.
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I thought you’d love it, that’s why I just happen to recommend it often here, Maverick has been talking about it a while, I bought it because he recommended it and was surprised. Something about how they put it all together makes you sleep amazingly on it. Awesome to see you like it so much.
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Thank you so much for sharing your personal experience and your honest critiques/advice on sleep products. You and Maverick made me decide to just “go for it” as I knew the return would happen, if by chance, we weren’t thrilled with the bed. Plus, you two are a “tough audience” so if you both own this bed and recommend it ~I figured as memory foam lovers we would too! And we do!! I so appreciate this forum!
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