Verlo Mattress Factory

I have had the worst service experience from the Skokie store. I owned a 2 year old Beautyrest mattress that I loved. Due to some medical conditions, I decided it was time to purchase an adjustable foundation which required a new mattress. I researched Verlo on-​line and was impressed with their statements guaranteeing customer satisfaction.
What the website didn’t state was that all Verlo stores in Illinois are franchises. Each store builds the beds to their own specs not those stated on their website. To make matters worse, the bed I purchased after 2 hours in the showroom was not the one I received. I purchased an Elite V7 in March 2016 and later discovered from Corporate and other stores in the Chicagoland area that they are no longer selling this model. The bed I received was built totally different than the floor model and is like sleeping on a wire rack. This is because all floor models have covered coils. The Skokie store only uses open coils.
I am currently sleeping on my sofa because of the pain. I called to work out this issue with Skokie VFS and spoke to the manager. He instructed me to wait 60 days even though I purchased the mattress with a 30 day comfort guarantee. The manager rambled on and let me know I needed to speak to my sales person???
I spoke to my sales person and was told to wait 60 days which was unacceptable. I decided to visit the store and discovered the bed deliverd was not the one purchased. I was asked to go home and take a picture of the manufacturing tag and email it back???
I measured the bed and discovered it was only 9 inches deep. The sales person disagreed even though I sent pictures with the tape measured on the ground. My iphone picture was crooked and stated the bed should at least be 11 inches even though the website V7 beds should measure 13.5 inches or greater. I could have taken a better picture but the delivery men installed my new Reverie as a low profile which is not what I requested. The bed is currently the height of a child’s bed.
To to have this mess all taken care of, I was told I would be charged $ 116. At this point in time, I am not sure what bed I would received because VFS Skokie had their own specs. My sales person did not seem to understand my urgency and unhappiness with my experience. He told me he felt he was being disrespected when I questioned his answers. It seems to me that I should have received a better response for this debacle especially since I paid $ 1699 for my mattress and $ 1299 for the adjustable base. I expect superior service when spending more than $ 3,000.
I called Corporate and relayed my complaint. They stated they would call the store. When asked when they would call me back they stated I probably would not hear from them but this would be forwarded to some one that works with their Franchises. At this point, I am so disgrunteled and Verlo’s commitment to service excellence. it seems I should not pay the price a transporting a mattress that was not properly made
UPDATE: I did receive a call from the VP of operations and she is communicating with the franchise owner. They are picking up my bed on Saturday and rebuilding it. They are returning it on Saturday. They will not charge me a fee. It seems a better solution would have been to deliver a new bed so I would have someplace to sleep.
Buyer beware. More updates to follow.

I have purchased most of our mattresses from Verlo over the years, so I went straight back to them when it was time to replace our 11 year old mattresses. I have a somewhat mixed review with a happy ending. I told the salesperson I wanted the same mattress we had and I was directed to a much more inferior product. After sleeping on the new mattress just a few days my back was in bad shape. I then began communicating with the owner and he did come up with a solution (for an additional cost) that seems to be perfect. It was a frustrating process, but a happy ending. While Verlo does not return your mattress they did work with me to make sure I was pleased. Other stores say they will return your mattress but ask you to wait anywhere from 30 – 120 days. I could not wait another day, I would simply not have been able to walk!
So I was very pleased with Rod’s quick response.

We own a Beautyrest Black mattress and love it, but needed some mattresses for our vacation house. Parameters: Firm and minimal movement. A very attentive salesman showed us a couple of options, but nothing was as movement-​free as our Beautyrest. Then we discovered the HUGE difference. It turns out that this store makes their mattresses to a different spec than «the corporate build.» That mattress we were looking at had coil springs, whereas the mattress we have has pocketed coils. We find that superior.
But the think to note here is this: They make the mattresses different than other Verlo stores but call them the same model. So be careful if you test in one store and order from another.
Also, the Verlo mattress was more expensive than the Beautyrest Black.

I bought a king size mattress in Verlo about a year ago for almost $ 1500.
I also noticed the sinking effect that was pointed out in other reviews. It seems to be a result of the way the inner coil is designed. Ironically, the most comfortable place is in the middle of the mattress, in between the two sides.
The mattress, as delivered initially, was impossible to use. It felt like it would not stay horizontal when I laid on it. It would sink by my hips and make me end up in an angled position.
I called back the store and talked to the manager, I think his name was Steve. The guy was extremely rude and unreasonable on the phone. He yelled and insulted me for no reason. After some arguing we agreed to take the mattress back to the store.
Once in the store, the guy had calmed down and he became nice and diligent. The coil was replaced by a firmer one. I was charged some extra money for that, but it wasn’t too bad. The bed improved substantially. There is still some sinking sensation, but it is not that pronounced.
I still sleep on this bed. I am not proud of the mattress I have. I am sure that for the same money I could have got a better mattress in any of the usual chain stores and without the hassle of changing the inner coil.
I would not buy another mattress in Verlo. My experience was negative in terms of the quality of the product and putting up with the manager anger issues on the phone. On the positive side, I have to say that they did address my problem at the end and at least I ended up with a bed that I can use.

I went to Verlo because I wanted to buy local and I heard they have the comfort adjust guarantee. I found them to be very customer service oriented and have very good quality products. Notably they offer the choice of getting a two-​sided mattress if you choose which is not offered most places. This to me is a great product offering.
However, I made a very poor decision admittedly and got a mattress that was way too soft. I made the ultimate decision so have nobody to blame but myself, They did a comfort adjust for me but I was so terrified of getting it too soft that I went extremely firm with the second round (pickup/​delivery not without a cost of $ 138). I learned that the difference of what I spent on the super soft mattress (which was way more expensive) would not be returned to me. In the end I’m not entirely happy with my purchase and am now spending another $ 130 to get a latex foam topper. In total I’ve spent about $ 500 more than I really needed to. For this amount of money I could’ve gotten something much more high-​end.
I wasn’t aware when I started this process with them that they do not accept returns.

1÷19÷2010 — Hi Kerin, this is in response to your recent response to my review, which I posted about a year ago. I do not understand what you mean by «repost» of my review. I have never reviewed your store before. If you are implying I am posting multiple reviews about your store, you are incorrect. As you can see there were some positive aspects regarding my experience with you. When the store owner came to my house to check out the mattress (after it was re-​delivered from fixing the rips), he confirmed the platform bed had nothing to do with the sinking sensation; my platform bed has a center support beam. In fact, when I went back to your store to check out the sample mattress again, him and I confirmed that the sample mattress on display at your store also had the sinking sensation in the middle of the mattress. Also, you may know, I then purchased a «short» box spring from your store, can’t remember what it was called, but if there was any issue with the platform that would have fixed it. My mattress was re-​re-​delivered, and the mattress was re-​adjusted but it still sunk in the middle. I decided to give up and buy another mattress, from another store, which I did. My welcome did not seem wanted anymore and to be honest I just wanted to sleep without sinking. I did receive a call from your store, I assume, about 8 months ago asking about my mattress. I told them I was unsatisfied at that time (although I no longer owned it), so uncertain why you are contacting me now, via Unilocal,to attempt to provide additional customer service. In January 2009 I gave my mattress to a family member who is apparently managing to sleep with it, with the addition of a giant pillow topper. And not only did I buy the mattress, but I bought the short box spring from you, and if I recall correctly I also had to pay for the extra delivery charges when you attempted to adjust the sinking sensation; this is because we confirmed the demo had a sinking sensation therefore this was not a warranty problem you were responsible for. I really just expected a $ 1,500 mattress to have a consistent feel throughout. Unfortunately, in the end, I have to say while I appreciate your attempts at remedying the situation, you did not. I paid more than I initially expected to pay, I don’t even use the product anymore, and if you think your contact via Unilocal sort of re-​irks me about the whole situation, it does. No pun intended, but you could have just let it rest :) Thanks!

We have several Verlo mattresses for our kids. They seem o.k., but since they were for small children that’s not the same as adult beds.
Marc F. You may be interested in this link:
Just another review you may relate to.

I’m not positive that this was the location I got my bed at but I know it was a Verlo. It was also about 6 years ago so the fact that I’m still willing to review them should tell you how great they are.
The sales guy was nice and not to pushy unlike the many other stores I had been to that day. I love to sleep so I needed to make sure I really liked the bed I got. There was one that was comfortable but I like my beds more cushy. The guy says: no problem, I’ll just have them put another layer of [whatever it is they stuff it with] in there for you to make it softer on top. The best part? They didn’t charge for this! They also delivered it really quickly and exactly when they said they would.
Six years later I still love my bed (and still spend way too much time in it) and the only thing I’d replace it with would be a really high end foam thing that are all the rage now. Still, I don’t see that happening anytime within the next decade.
Yay Verlo, thanks for a comfy bed!

I wouldn’t recommend them to an enemy. There is very little to any customer service in place. The mattresses seem like they should be well made but not worth the hassle of trying to get anyone to help you without getting defensive, helpless, or too busy, on either the franchise or corporate level. There are really well made mattresses out there made by bigger companies that have an investment in customer service.