Rem Sleep Solutions
Reviews and Complaints

On February 17, I bought a bed from REM Sleep Solutions. It's already May 12, and I still haven't got my $4,000.00 bed. I've made lots of phone calls to customer service, but they haven't called me back. I'm really frustrated and I need my bed delivered as soon as possible.

I bought a bed from REM Sleep Solutions on 10/13 at a New Products show at the *** Center in Honolulu, Hawaii. I paid $4,800. I still haven't gotten the bed. I talked to the manager, Ray, a few times. He said getting the bed (a split queen) was a problem and thanked me for being patient many times. In our last conversation, Ray said he found my invoice. But now he doesn't reply to my texts or return my calls. I want my money back.

I bought a bed from REM Sleep Solutions in January . I still haven't received the product. I talked to a guy named Randy twice and a lady from the main company number. Randy doesn't call back anymore and the lady said a manager would call me, but that hasn't happened. I want to cancel the order because it's been 6 months and still no product. I'm not sure what the ComplaintsBoard.com can do to help. Anything would be appreciated at this point. They're also using a third-party billing company, a credit card company that keeps trying to bill us. I'll contact them tomorrow.

We bought a Split King REM bed with adjustable feet and head function. This bed has had problems since we bought it with the remote control working on one side. I've called and called. Finally, I talked to the owner (when I got his cell phone number). He has repeatedly told me that he would 'take care of it'. Nothing has ever happened to resolve the issue. At this point, he was going to have a man call and tell us over the phone how to program the remote. We waited all morning (he was supposed to call at 9:30) and we never heard from him at all. Tried calling them and get no answer. Just leave a message. I need someone to come and re-program this bed or replace it.

On 01/18 I bought a Split King from REM sleep solutions for $4800.00 at the Home Show in Philadelphia, PA. The bed arrived in mid to late March. After spending one night on the bed, we realized it was super soft, so we had to remove the mattresses and go back to our old bed. We reached out to Randy in March and he said he would replace the bed and make us a custom firm bed. We understand that Covid caused delays, but now Randy doesn't answer our calls and we can't even leave a voicemail because the mailbox is full. We have a brand new bed that we can't sleep on because it's way too soft. Randy promised to replace the bed, but it's been a year and we still don't have a bed, and the company won't respond to us. We want a full refund or a replacement bed like they promised.

I bought a bed from Rem Sleep Solutions at a craft fair on 12/14. It cost me $4800 and they said it would be delivered in 6-8 weeks. The bed I ordered was a split queen non-massage adjustable bed, and it came with 2 pillows, 2 sets of sheets, and 1 mattress protector.

The delivery was scheduled for 2/22, from 9a to 1p. But on 2/21, I got a call saying they needed to reschedule because the bed was still on the container and hadn't been unloaded yet. They said they would upgrade me to a vibrating bed at no extra charge.

The new delivery date was set for 2/29, from 1p to 4p. But when that day came, there was no delivery. I called their number, [protected], and spoke to Raymond. He said he would check and call me back. He did call back an hour later and told me that the Honolulu office didn't receive the order to deliver. He said they would give me a $500 credit and promised to call me back on Monday, 3/2.

But Monday came and went, and I didn't receive any call. So I called *** and spoke to someone who said they would check and call me back. But again, there was no call back. I tried calling again, but their mailbox was full and I couldn't leave a message.

On 3/3, I called *** customer service and spoke to Kayla. She said she would give a message to the manager, Randy, and asked him to call me back. But, you guessed it, I still haven't received any call back from them.

We filed a complaint about REM Sleep Solutions with the ComplaintsBoard.com on January 4. We received some initial responses from the ComplaintsBoard.com but couldn't get further communication after replying to their email. We also received a voicemail from the company promising to resolve the issue and ship the mattress once ready. Despite calling the company back twice, we received no further response. We reached out to the ComplaintsBoard.com and the company upon learning our complaint was closed due to our supposed lack of response. We still haven't received the mattress we purchased at a trade show in November . We bought the floor model of the Paradise Split Queen adjustable base and mattress set, but only received half of it. We're still waiting for the other half we paid for and would appreciate any assistance in reopening our complaint.

On 'bout March 1, I ordered an adjustable bed from REM Sleep Solutions followin' a sales presentation in Seattle. I made my order over the phone. An individual named Randy took my order and promised delivery the week of March 23rd. I paid $4,999 in full, and received a receipt from Kathleen M on behalf of REM Sleep Solutions on March 2. The bed didn't arrive. I have spoken with Randy on his direct cell phone and have spoken with numerous representatives on the main phone line for REM (***) many, many times. (I can provide documentation if needed.) I have also exchanged texts with Randy. Randy has provided me with at least three different promised delivery dates, none of which happened. My husband and I await the planned deliveries, and they simply don't happen. No calls; no apologies; no rescheduling. I have had to call numerous times before receiving calls back followin' these disappointin', unfulfilled commitments. I have had no communication at all followin' the most recent promised delivery, which was in mid-May. To date, REM has had my full payment of $4,999 for over 5 months and I have received no product, no refund, and extremely unreliable and infrequent communication. I have said I would take a refund if the company is unable to deliver due to COVID-19, and have received revised promised delivery dates that are unmet, or (more recently) no call backs at all.

I bought stuff from Rem Sleep Solutions in February at a Home & Garden Show. I paid $2,500 over the phone with Randy on March 11th. They said they would deliver, install, and get rid of my old mattress. When the shutdown happened because of covid-19, I had to call Rem Sleep a bunch of times. I talked to Randy. He said their employees couldn't travel and didn't know when they could. I understood, so I waited. I kept calling Randy every few weeks to talk about my product. When he finally called me back, he said the same thing every time. I thought I was being pretty understanding about the situation. I wasn't happy with the lack of communication and customer service from Randy and Rem Sleep Solutions. After dealing with this for a while, I decided I didn't want the product anymore. I had to call every day to get Randy to call me back. When he finally did, I asked for a refund. He told me to dispute it with my bank, so I did. But I filed the dispute at the end of July or beginning of August, and I still haven't gotten my refund. I keep calling Randy. He sends short text messages saying it's been accepted and will take 45 days to process on their end. The last time I talked to Randy was via text on Tuesday 9/29, and he hasn't responded to my text or call. I still haven't gotten my refund as of 10/5. I called my bank, and they said the merchant (Rem Sleep Solutions) is supposed to refund my account, not my bank, because it's a refund situation, not a fraudulent charge.

I bought a Queen Size extra firm split bed called "Paradise" from REM Sleep Solutions at the Neal Blaisdell Center in Honolulu. The bed was supposed to be delivered in April , but there was a delay because of construction at my home. On April 8, I spoke with Randy M from management, and he told me that the extra firm bed was ready to ship. However, due to the quarantine, there was a delay of 14 days. On June 11, Randy replied to my email and said that my order was on a large shipment leaving the next day. He mentioned that it was scheduled to arrive late next week, on June 18. I called Randy on June 26, and left a message asking for an update on the delivery of my bed. I called again on June 29, and left another message. I also called *** and spoke to a live person, but she could only take messages. On July 7, I sent Randy an email expressing my frustration. He had previously mentioned that our bed was here and that the delivery person wanted to deliver it before the 4th of July. However, the 4th of July came and went, and we still hadn't received our bed. I told Randy that I had been very patient and that I needed to elevate my foot due to surgery. I asked him to be honest with me and let me know if my bed was here. If not, I wanted a full refund so that I could buy a bed locally. On July 21, Randy replied and apologized for the long delay. He said that the mattresses were there, but they were still waiting for the split queen bases, causing further delay. He agreed to refund me in full, but mentioned that they couldn't process the refund directly. Instead, if I disputed the charge with my bank, they would approve it and refund the money right away. I contacted my bank, but they informed me that since the purchase was more than 120 days ago, I couldn't use the one-line form. They suggested that it would be easier for REM to refund me. On July 21, I spoke with Randy again, and he told me that my bed would be delivered in three weeks, around August 11. He also mentioned that he couldn't refund me because the system they used for the purchase had changed. On August 10, I felt that I had been extremely patient with REM Sleep Solutions and Randy Maddix. I demanded my refund of $5,000 so that I could buy a bed that I desperately needed for my foot surgery. This experience has taught me the importance of buying local.