Has anyone heard anything about whats going on at Reverie? After over a month our mattress has still not shipped. I called today and was told that they are changing their shipping methods and that has caused a back log of deliveries. I think there is more to the story but have failed to uncover anything. Any info would be appreciated.
Hi cop4hire,
I’ve emailed my contact with Reverie to ask about the shipping delays and I’ll reply here as soon as I hear from them.
Phoenix
Thank you very much.
I’ve received notes from my suppliers of Leggett and Platt that we should expect 3-4 week delays on adjustable bed bases because of the port slowdown on the West Coast. Don’t know if that is also an issue with Reverie. Manufacturers have been hampered because ticking, foam, and base units have been sitting offshore or on the docks.
cop4hire -
The port strike is indeed the cause of the delay in getting your Reverie Sleep System to you. Now that the ports are open again, the backlog of product sitting on the docks is in transit, and you should receive your sleep system very soon.
That is very good news. Strange that Reverie did not update customers to this fact instead of making us contact you and post online for answers to a question that never should have needed asking. Looking forward to our new sleep system delayed or not.
6 Days later and still no contact from Reverie. Not impressed with their customer service so far. They are extremely polite when you talk to them but once you get off the phone with them you are no more the wiser. Color me frustrated. 
:S
Hi cop4hire,
Thanks for the update.
I was going to reply tomorrow once it had been a week and see if you had any update but you were ahead of me by a day.
When I talked with them after your last post and asked them to reply to you on the forum they told me that there were several steps in the process from the day of the order to final delivery. These include confirming the order and the specific configuration you wanted which is normally just a day or two, building the mattress, shipping the mattress to a white glove delivery service who in turn would arrange a delivery window once they receive it, and then delivering the mattress to your home. Each of these steps could be the cause of a delay but they said that the process from start to finish is normally about 3 - 4 weeks barring any delays in any of the steps. They also mentioned that they were currently running about a week behind because of volume but that they were in the process of catching up.
I was hoping when I asked them to post here that they would also provide a contact email or phone number so that you could contact someone there that could confirm which step of the process was holding up your order.
I will call them tomorrow when they are open and ask them if they can reply again and provide you with some contact information that you can call or email to find out a little bit more specific information about the current status of your order.
I would be a little bit frustrated if I was in your shoes as well.
Phoenix
Thanks Phoenix,
I believe we ordered the system on March 15th or 16th so it has been well over a month since ordering I’ll be watching for a reply tomorrow. .
cop4hire -
We certainly understand your frustration and would like to provide you with specific details about your order. For us to help you with your specific order, we need to speak with you in person. Our customer care department is eager to help - please call 888.888.5990 - option 2 or email [email protected].
We look forward to hearing from you.
I called Reverie today and got the same old story. We have so many orders that our manufacturing and shipping system is about two weeks behind. Same thing I was told two weeks ago. They have no idea when my sleep system will ship. The Rep said he is guessing maybe two more weeks… Wow. Not one word about container ships sitting off shore slowing down the process. I am trying to remain positive in my post but it is tough. I hate to be jerked around. Its not like I can just cancel my order. We used their financing and they have shipped us one set of sheets (our special for The Mattress Underground) and a mattress cover. Anyone have ideas for plan “B”? 
Hi cop4hire,
I would feel the same way as you if I was receiving the same vague answers.
Quite frankly I would set a deadline (perhaps a week which would be a total of a little over 6 weeks from your order) and if they weren’t able to provide you with a specific commitment about the shipping date so that you could calculate when you could reasonably expect to receive it (with no “guessing” involved) based on the time it would take to reach the white glove delivery company and arrange a delivery to your home then I would probably be inclined to cancel the order for a refund and return the sheets (and let the finance company know that they weren’t able to deliver the mattress in a reasonable time) unless there was a compelling reason that would justify any further delays that was believable to you.
While they certainly make high quality mattresses that are unique in their design … your experience and their “non committal” and vague replies are very disappointing to me and like you I don’t like to be kept hanging on a thread that keeps getting longer.
Phoenix
Thanks Phoenix,
Your response is comforting. I’m happy it was not a “Quit your bitching” response. I really am hopeful that this sleep system will be worth all the hassle.
Just had a person contact my store and is experiencing 3 month delay in L & P unit. You’re not alone in this, unfortunately.
It has now gone from just stupid to comical. I just called Reverie.
Me: “Where is my bed”
Rep: “Let me take a look… Holy Shit!”
The Rep then asked me if he could call me right back after he investigates why it has been months since my order and it has not been shipped. (I’m not saying the persons name because I don’t want him to get into trouble and his comment "Holy Shit! was the first honest reaction to my question of where is my sleep system I have received from Reverie.
Patiently awaiting my return phone call now.
Hi cop4hire,
Thanks for the update.
I hope that this time they can provide you with specific and reliable information about when you can expect to receive your mattress … and if they can’t then it may be time to consider cancelling the order completely.
I’m looking forward to your next update when they call you back and what they tell you about the status of your order.
When it comes to customer relations … under promising and over delivering is a much better approach than over promising and under delivering … or keeping customers hanging about the status of an order after a delay.
Phoenix
Thanks Phoenix,
He called back and said the system has shipped. It is currently in California meeting up with the base. It will be shipped from CA to WA and I should hear from the “White glove” service in a week or so. He even gave me a gift card towards a future purchase after my trial period completes as a thank you for my patients and having to wait so long for my system. Color me satisfied for now.
Hi cop4hire,
That’s good news … thanks for letting us know 
I’m looking forward to another update when you actually receive it and of course your comments and feedback once you’ve had the chance to sleep on it as well.
Phoenix
I promise to keep you updated. I really want this sleep system to be all they say it is. My wife and I were in a commercial for our current sleep system B) . We have had the Nautilus sleep system since 1995 and it is time to move on. The Nautilus sleep system was great but they have gone out of business. We are older now and need an adjustable base which we don’t have now. Things sure have improved since 1995. Both of us have back issues and snoring issues. I have sleep apnea but opted for the surgery instead of using the machine.
I guess this is a long winded way of saying we are looking forward to the arrival of our new toy :woohoo: .
I got a surprise phonecall from the white glove delivery people last night. They are delivering our system today (Friday).
Should be here and set up by Friday night. More to come… :woohoo: :silly: 