Our bed was professionally installed approximately 90 days ago, changed batteries and it still does not work. Haverty sold this bedframe and installed and charged me a healthy fee for delivery and installation. I cannot believe this is not functioning after such a short period of time. I paid over thousand with delivery charges and I have to hold on phone last evening almost 30 minutes to be told it would be another 35 minutes. This morning I have requested a return call. This is really disappointing!
I don't see a white oblong (pairing) button on my older model bed. I do see a rectangular piece that's labeled "B 2 B Link Cable." Could that be the pairing button?
I had to wait 3 months to finally make contact with someone. I got sent a new motor for my base . It came with no instructions. Once I replaced it I can not get my side of the bed to go to zero G. I have to do it manually. Very frustrating to deal with this company
Thanks for the info, good video. The White button on my control box does not light up. Seems like it felt pretty soon after I bought it. I have put in a ticket as well yesterday. This video show me that somethings probably just wrong with the box. Thank you Update 1 monthish later: got my replacement control box in and it works!!!! Thanks!
Ordered this bed last may. Didn’t receive it till mid July. By mid September the control box was dead. My girlfriend said she was lowering the beds position to flat and it simply died on her. After months of complaining and dealing with purple and reverie we finally just received our new control box. It worked and we were able to pair the old remote with the new control box. Hopefully this one will last. After months of sleeping on a broken bed Purple did give us some brand new sheets. Buyer beware !!!!
Never buy a Reverie adjustable bed. Our control box is dead, light won't come on no matter what we do, and we cannot get a hold of Reverie even though it's still under warranty. We've tried to get a hold of someone to talk to for months and it's impossible.
We're sorry to hear about the concerns with your control box and for any inconvenience you've experienced while reaching out for support, Scott. Please take a moment to try reaching out again to us at 800-973-8374 or by email at customerservice@reverie.com so we can best assist with getting your bed back to operating as designed.
My bed frame only has a round green light and not a white light, I have tried to press the green light and buttons around it. The control box says it’s from reverie
Reverie customer service sucks! Call their customer service number and you get put on hold forever,then you get a computer voice that says they have a large volume of calls and the wait time is 76 minutes! Then after you’ve waited too long they disconnect. I did this for DAYS! I called Purple customer service and they picked up right away,no problem but they said Reverie has to send someone out. I told them my experience with trying to get through and they acknowledged that Reverie customer service was lacking. They sent an e-mail to reverie and said I should hear from them in a couple of days. That was before Christmas,it January 5th and I haven’t heard a peep! So I called again,76minute hold again! I e-mailed them,still waiting. If yo want a power base don’t get a reverie! Mines broken twice in a year and it plugged into a quality surge suppressor!😡😡😡
> Call the Consumer Products Safety Commission. The main control box of my 4-month-old Reverie bed failed. After days of trying to reach Customer Service, I'm told that the bed has a 90-day warranty and I'm out of luck. Send $ 279 for another one with a 90-day-warranty. So my $900 bed is going in the garbage. These people are predatory, and I'll doing all I can to stop them and their retailers from ripping off any more buyers.
We're sorry to hear of your sentiments, as this is certainly not the optimal ownership experience we strive to provide for our valued customers. Please don't hesitate to reach back out by calling 800-973-8374 or sending an email to customerservice@reverie.com, as we'd be more than happy to further discuss this matter.
@@reverie you obviously have the same issue happening to a large amount of customers and your doing nothing about it but trying to prolong the replacement process or saying they are just out of luck. Your completely aware of the issue but your more worried about trapping more customers with the same faulty product
June 4, 2020: I tried all the suggested things. Lights on the bed are all on and my controller works fine on another bed. I called Reverie support and was directed here, and then to the Reverie support web page, which gave me a the phone number which directed me here. I know there is a pandemic, but it would be nice to be able to leave a phone number for eventual support someplace!
I'm having the same problem. I have made 4 phone calls. Someone called at 6:34 pm and my phone was in the other room so I missed it. I emailed Tiffany back to say call be the next day and nothing. I've called the support line 4 times and nothing. The videos do not help at all my bed is older buttons different. Found the box but had to turn my bed over to get to them and nothing. Had to release the actuator for the head to get it down but a flat bed doesn't help my medical issue. I really feel Reverie has hung us out to dry!
This BED is horrible. Didn't work after 3 months and it was the motor and had the nerve to want to charge me. Now the remote controls are saying the other one is connected and I have remotes that you charge. My bed has been upright forever!!!
We're sorry to hear about the status of your bed, Nina as we know how frustrating unexpected concerns can be! Please take a moment to follow back up with us by calling 800-973-8374 so we can best assist with getting your bed back to operating as designed.
This info is interesting. My light flashes, but does not connect. The light on the module slow flashes when pushing a button on the remote, but zero engagement with the motor. It originally went to the flat position and has not moved since. We have followed the paring vids with no resolution.
We're sorry to hear about these difficulties you've experienced with your bed, Clint. At this time, we kindly recommend reaching out to our dedicated Customer Service team for assistance by calling 800-973-8374 or sending an email to customerservice@reverie.com.
I’m having the same issues with my bed. Tried contacting the company got referred back to here. Well BS on this it’ll be the last thing I ever buy from this company. A simple task of pairing and it doesn’t work no matter what you do.
After many calls to Reverie, we finally (surprise) received a call back. Since we weren't home at the time, the rep made a appointment with us for a follow up call the next day. She never called us back as promised. There is nothing lighting up on the controller, so these videos are useless to us. This company is a nightmare.
Hello Monica, we're so sorry for the delay in response, has someone helped you with your base issue? If not, please email us at social@reverie.com with your product code, serial number and what the issue is. We're here to help!
@@reverie where is the product code and serial number? Our white button will not flash. The head nor the foot is working. The green light is on. The remote has a red light when we press the up button. I can’t afford to wait long like the others. My husband has a back problem and really needs to be elevated which is the reason why we purchased the bed. So A quick response would be appreciated. I sent an email as well to social@reverie.com!
@@reverie your customer support number says to email customerservice@reverie.com Glad I found this comment so I can email both. I am having the same problem with the controller not lighting up, even with new batteries.
Did you ever hear bacK? I am in the same exact situation. I got a response asking for my product numbers. I emailed that to them two weeks ago and no response yet.
This all looks disheartening. My Purple Mattress and Power Base is about four months old. Looks like I will have to make a warranty claim since this sync procedure is not working. Now seeing others have the same problem, if I don't get satisfaction I may file a class action suit here in California. Never piss off a 27-year lawyer. P.S. this looks to me to be a controller CPU bug. Something isn't working in the software coding.
If you find out a solution, let us know! I got mine through Purple as well, I've gotten no real help! The white light is on and acts like it's connecting to the remote, but nothing happens. Very frustrated!
Same prob here and also bought from Purple. I think the power adapter is bad. Possibly the control module too. It's definitely not getting any power. I emailed what customer service asked for (product #, serial # etc) two weeks ago and have not heard back.
@@anthonye8777 My wife suggested I try contacting Reverie on facebook messenger. I did that 2 days ago. Today they are shipping me the replacement parts. 2 days via messenger versus 2 months via phone/email.
That's a great question! Unfortunately, using the remote is required to complete the pairing process with your bed. Please give us a call at 800.973.8374 or send an email to customerservice@reverie.com if we can assist with pairing the remote to your bed. We're always here to help!
Tried everything power base doesn’t work with phone app or remote worked great for 1 month. Love this bed but customer service is awful. On hold for more than 2 hours then the phone just disconnected I was next in line for 50 min then 30 min then 90 min🥴what the heck can we say customer service
The Reverie company called me right after this post. The part I need just got here and I installed it. IT WORKS AGAIN👍😀 Thanks for getting me the part quickly. My paralyzed husband is pleased as punch now too.
Didnt work. It seems this remote has no durability. You drop it from the bed one time (as happens in the dark) and it stops working. It was a hassle to get a second remote sent to me and now I have to ask for a third. Good luck to me.
Same as everyone here - Dead controller after 13 months - I swear i used the remote 3 times because I like the one elevated position - Luckily it DIED in the position I liked. Their support is Horrific - just dismal and if i had the choice to buy a base from ANYONE else including Walgreens, I'd consider it. i just paid $30 to have a CONTROL BOX SHIPPED TO ME - The thing weighs nothing - more punishment. I didnt choose them, purple chose them for me and that sucks to no end.
This is certainly not the optimal ownership experience we strive to provide for our valued customers and regret to hear about the status of your bed while reaching out for support. If you're still having concerns after installing the replacement control box, please take a moment to follow up with our Customer Support team. They can be reached by calling 800-973-8374 or sending an email to customerservice@reverie.com.
We're sorry to hear about the lost remote! We certainly know how frustrating unexpected concerns can be. Please take a moment to call us at 800-973-8374 or send an email to customerservice@reverie.com to obtain a replacement.
Why do these people keep saying you have to get under the bed to set up a remote?? I purchased new remotes a year ago. I didn’t have anyone to get on the floor and get to the base that was inside a base on my bed so I let the remotes sit for a year. They sent me one with batteries and one without. They offered to set up the remotes for $250.00. So I sat down on my bed and looked at the remote. I pushed the light button and it ask me if I would like to setup my remote.. then if I had a split king would I like to work one or both sides. I just pushed the correct button in about 15 seconds my remote began to work. I’m 74 and I can’t get up under the bed and raise the base.. why would there be so many videos telling you to do all that when it can be done sitting on your bed. Maybe no one there knows yet???
My button underneath the bed stopped working all together. Made sure it's plugged in and the power supply is lit up... But the bed doesn't work and that button isn't lit
Oh no! We're sorry to hear you're experiencing some concerns with your bed. Please reach out to our dedicated Customer Service team by calling 800-973-8374 or sending an email to customerservice@reverie.com. They will be in the best position to perform further troubleshooting with you and determine the best course of action going forward.
Hi, Michael. If you need to order a replacement remote for your bed please give us a call at 800-973-8374 when you get a moment or send an email to customerservice@reverie.com.
We're sorry to hear you're having difficulties pairing the remote with your bed, Sandie. The oblong button is located on the control box and should be illuminating white. If you're still experiencing concerns, please contact us when you get a moment by calling 800-973-8374 so we can best assist.
Oh no! This is certainly never the kind of sentiments we wish to hear of, Margianna. At your earliest convenience, please give us a call at 800-973-8374 or send an email to customerservice@reverie.com so we can help restore your remote.
This bed was the biggest waste of $10,000. Yes, $10,000 and the lights on the control boxes will not light up so there is no way to pair a remote to the bed. My husband is disabled that is why I bought the bed but I had to put him in a nursing facility because I cannot use the bed to care for him at home. DO NOT SPEND ONE CENT ON THIS PIECE OF JUNK. You cannot get anyone to help because they will not answer the phone or call you back and they do not answer emails either. I should have stuck with sleep number!
This REVERIE WAS THE BIGGEST WASTE OF MONEY!! 2 motors already died on me and the third one is on its way out. The bed is only 2 years old. Go to Costco. There warranty sucks!!! So disappointed. I am so sorry I let CITY FURNITURE and a friend talk me into buying this product.
Both remote and Reverie Connect doesn't move the bed frame. What other options are there to try?
Our bed was professionally installed approximately 90 days ago, changed batteries and it still does not work. Haverty sold this bedframe and installed and charged me a healthy fee for delivery and installation. I cannot believe this is not functioning after such a short period of time. I paid over thousand with delivery charges and I have to hold on phone last evening almost 30 minutes to be told it would be another 35 minutes. This morning I have requested a return call. This is really disappointing!
I don't see a white oblong (pairing) button on my older model bed. I do see a rectangular piece that's labeled "B 2 B Link Cable." Could that be the pairing button?
I had to wait 3 months to finally make contact with someone. I got sent a new motor for my base . It came with no instructions. Once I replaced it I can not get my side of the bed to go to zero G. I have to do it manually. Very frustrating to deal with this company
Thanks for the info, good video. The White button on my control box does not light up. Seems like it felt pretty soon after I bought it. I have put in a ticket as well yesterday. This video show me that somethings probably just wrong with the box. Thank you
Update 1 monthish later: got my replacement control box in and it works!!!! Thanks!
My light does not light up on my control box on either side .the other side of my bed stop working 2 weeks later
Ordered this bed last may. Didn’t receive it till mid July. By mid September the control box was dead. My girlfriend said she was lowering the beds position to flat and it simply died on her. After months of complaining and dealing with purple and reverie we finally just received our new control box. It worked and we were able to pair the old remote with the new control box. Hopefully this one will last. After months of sleeping on a broken bed Purple did give us some brand new sheets. Buyer beware !!!!
This video was a life saver!! Thank you so much!
Appreciate the video. Was able to get it working after watching this.
🤝
Thanks for the feedback, Hiren! We're happy to hear everything is back to operating as designed!
Never buy a Reverie adjustable bed. Our control box is dead, light won't come on no matter what we do, and we cannot get a hold of Reverie even though it's still under warranty. We've tried to get a hold of someone to talk to for months and it's impossible.
We're sorry to hear about the concerns with your control box and for any inconvenience you've experienced while reaching out for support, Scott. Please take a moment to try reaching out again to us at 800-973-8374 or by email at customerservice@reverie.com so we can best assist with getting your bed back to operating as designed.
I agree
My bed frame only has a round green light and not a white light, I have tried to press the green light and buttons around it. The control box says it’s from reverie
Half of the bed responds to the remote, the other half does not! Been waiting 48 hours for a return call from Reverie! Help.
What happens if the white is not on
Reverie customer service sucks! Call their customer service number and you get put on hold forever,then you get a computer voice that says they have a large volume of calls and the wait time is 76 minutes! Then after you’ve waited too long they disconnect. I did this for DAYS! I called Purple customer service and they picked up right away,no problem but they said Reverie has to send someone out. I told them my experience with trying to get through and they acknowledged that Reverie customer service was lacking. They sent an e-mail to reverie and said I should hear from them in a couple of days. That was before Christmas,it January 5th and I haven’t heard a peep! So I called again,76minute hold again! I e-mailed them,still waiting. If yo want a power base don’t get a reverie! Mines broken twice in a year and it plugged into a quality surge suppressor!😡😡😡
Great! just try and try! and it’ll work! thank you for this video,
> Call the Consumer Products Safety Commission. The main control box of my 4-month-old Reverie bed failed. After days of trying to reach Customer Service, I'm told that the bed has a 90-day warranty and I'm out of luck. Send $ 279 for another one with a 90-day-warranty. So my $900 bed is going in the garbage. These people are predatory, and I'll doing all I can to stop them and their retailers from ripping off any more buyers.
We're sorry to hear of your sentiments, as this is certainly not the optimal ownership experience we strive to provide for our valued customers. Please don't hesitate to reach back out by calling 800-973-8374 or sending an email to customerservice@reverie.com, as we'd be more than happy to further discuss this matter.
@@reverie you obviously have the same issue happening to a large amount of customers and your doing nothing about it but trying to prolong the replacement process or saying they are just out of luck. Your completely aware of the issue but your more worried about trapping more customers with the same faulty product
June 4, 2020: I tried all the suggested things. Lights on the bed are all on and my controller works fine on another bed. I called Reverie support and was directed here, and then to the Reverie support web page, which gave me a the phone number which directed me here. I know there is a pandemic, but it would be nice to be able to leave a phone number for eventual support someplace!
Power Base in same situation as yours. Doesn't look too good seeing how support is not helping you.
I'm having the same problem. I have made 4 phone calls. Someone called at 6:34 pm and my phone was in the other room so I missed it. I emailed Tiffany back to say call be the next day and nothing. I've called the support line 4 times and nothing. The videos do not help at all my bed is older buttons different. Found the box but had to turn my bed over to get to them and nothing. Had to release the actuator for the head to get it down but a flat bed doesn't help my medical issue. I really feel Reverie has hung us out to dry!
Just sit on the bed you want to set up a remote for mash the light button and in about 10 more seconds you will have the remote setup
Am I supposed to be able to read lips?
This BED is horrible. Didn't work after 3 months and it was the motor and had the nerve to want to charge me. Now the remote controls are saying the other one is connected and I have remotes that you charge. My bed has been upright forever!!!
We're sorry to hear about the status of your bed, Nina as we know how frustrating unexpected concerns can be! Please take a moment to follow back up with us by calling 800-973-8374 so we can best assist with getting your bed back to operating as designed.
This info is interesting. My light flashes, but does not connect. The light on the module slow flashes when pushing a button on the remote, but zero engagement with the motor. It originally went to the flat position and has not moved since. We have followed the paring vids with no resolution.
We're sorry to hear about these difficulties you've experienced with your bed, Clint. At this time, we kindly recommend reaching out to our dedicated Customer Service team for assistance by calling 800-973-8374 or sending an email to customerservice@reverie.com.
@@reverie It's all working now... after y'all sent me a new module.
OMG!! THANK YOU...you are the ONLY HELP ONLINE
I have tried this several times. Still the bed refuses to move.
jadea7 same here and no light
I have tried this several times. Doesn’t work. Also changed batteries. No good. I have has so much trouble with this bed frame
Denise Hartung mine too no light
I’m having the same issues with my bed. Tried contacting the company got referred back to here. Well BS on this it’ll be the last thing I ever buy from this company. A simple task of pairing and it doesn’t work no matter what you do.
After many calls to Reverie, we finally (surprise) received a call back. Since we weren't home at the time, the rep made a appointment with us for a follow up call the next day. She never called us back as promised. There is nothing lighting up on the controller, so these videos are useless to us. This company is a nightmare.
Hello Monica, we're so sorry for the delay in response, has someone helped you with your base issue? If not, please email us at social@reverie.com with your product code, serial number and what the issue is. We're here to help!
@@reverie where is the product code and serial number? Our white button will not flash. The head nor the foot is working. The green light is on. The remote has a red light when we press the up button. I can’t afford to wait long like the others. My husband has a back problem and really needs to be elevated which is the reason why we purchased the bed. So A quick response would be appreciated. I sent an email as well to social@reverie.com!
@@reverie your customer support number says to email customerservice@reverie.com Glad I found this comment so I can email both. I am having the same problem with the controller not lighting up, even with new batteries.
It looks the the learn button is not lighting up. Everything is plugged in.
I’m having the same issue
I'm having the same issue as well
I'm also having the same issue
Me too. Must be a bad month, now if I could just get customer service to return a call.
We just got ours yesterday and we're having the same problem. WTF!!
My button isn't lit up... Have emailed the company with all my info and product numbers... Been waiting over a week to hear back
Did you ever hear bacK? I am in the same exact situation. I got a response asking for my product numbers. I emailed that to them two weeks ago and no response yet.
This all looks disheartening. My Purple Mattress and Power Base is about four months old. Looks like I will have to make a warranty claim since this sync procedure is not working. Now seeing others have the same problem, if I don't get satisfaction I may file a class action suit here in California. Never piss off a 27-year lawyer.
P.S. this looks to me to be a controller CPU bug. Something isn't working in the software coding.
If you find out a solution, let us know! I got mine through Purple as well, I've gotten no real help! The white light is on and acts like it's connecting to the remote, but nothing happens. Very frustrated!
Same prob here and also bought from Purple. I think the power adapter is bad. Possibly the control module too. It's definitely not getting any power. I emailed what customer service asked for (product #, serial # etc) two weeks ago and have not heard back.
@@anthonye8777 My wife suggested I try contacting Reverie on facebook messenger. I did that 2 days ago. Today they are shipping me the replacement parts. 2 days via messenger versus 2 months via phone/email.
Can You Do It Without The Remote?
That's a great question! Unfortunately, using the remote is required to complete the pairing process with your bed. Please give us a call at 800.973.8374 or send an email to customerservice@reverie.com if we can assist with pairing the remote to your bed. We're always here to help!
I don't have a white button. There isn't a button
Tried everything power base doesn’t work with phone app or remote worked great for 1 month. Love this bed but customer service is awful. On hold for more than 2 hours then the phone just disconnected I was next in line for 50 min then 30 min then 90 min🥴what the heck can we say customer service
The Reverie company called me right after this post. The part I need just got here and I installed it. IT WORKS AGAIN👍😀
Thanks for getting me the part quickly. My paralyzed husband is pleased as punch now too.
Didnt work. It seems this remote has no durability. You drop it from the bed one time (as happens in the dark) and it stops working. It was a hassle to get a second remote sent to me and now I have to ask for a third. Good luck to me.
Same as everyone here - Dead controller after 13 months - I swear i used the remote 3 times because I like the one elevated position - Luckily it DIED in the position I liked. Their support is Horrific - just dismal and if i had the choice to buy a base from ANYONE else including Walgreens, I'd consider it. i just paid $30 to have a CONTROL BOX SHIPPED TO ME - The thing weighs nothing - more punishment. I didnt choose them, purple chose them for me and that sucks to no end.
This is certainly not the optimal ownership experience we strive to provide for our valued customers and regret to hear about the status of your bed while reaching out for support. If you're still having concerns after installing the replacement control box, please take a moment to follow up with our Customer Support team. They can be reached by calling 800-973-8374 or sending an email to customerservice@reverie.com.
Mymovers lost my remote, what sould I I do now?
We're sorry to hear about the lost remote! We certainly know how frustrating unexpected concerns can be. Please take a moment to call us at 800-973-8374 or send an email to customerservice@reverie.com to obtain a replacement.
Trying to get a response on the remote
Why do these people keep saying you have to get under the bed to set up a remote?? I purchased new remotes a year ago. I didn’t have anyone to get on the floor and get to the base that was inside a base on my bed so I let the remotes sit for a year. They sent me one with batteries and one without. They offered to set up the remotes for $250.00. So I sat down on my bed and looked at the remote. I pushed the light button and it ask me if I would like to setup my remote.. then if I had a split king would I like to work one or both sides. I just pushed the correct button in about 15 seconds my remote began to work. I’m 74 and I can’t get up under the bed and raise the base.. why would there be so many videos telling you to do all that when it can be done sitting on your bed. Maybe no one there knows yet???
I literally just got this bed less than a week ago. I should not have to look at this video already. Smh
My button underneath the bed stopped working all together. Made sure it's plugged in and the power supply is lit up... But the bed doesn't work and that button isn't lit
Oh no! We're sorry to hear you're experiencing some concerns with your bed. Please reach out to our dedicated Customer Service team by calling 800-973-8374 or sending an email to customerservice@reverie.com. They will be in the best position to perform further troubleshooting with you and determine the best course of action going forward.
Thanks, we can now go back to bed 🛌
Of course! Enjoy the life-changing power of great sleep again! :)
You need to work on your android app coz it's not working at all.
how to get a new remote
Hi, Michael. If you need to order a replacement remote for your bed please give us a call at 800-973-8374 when you get a moment or send an email to customerservice@reverie.com.
Can’t find a white button
We're sorry to hear you're having difficulties pairing the remote with your bed, Sandie. The oblong button is located on the control box and should be illuminating white. If you're still experiencing concerns, please contact us when you get a moment by calling 800-973-8374 so we can best assist.
Do not buy a Reverie bed. $1800 BED BASE HAS NEVER WORKED RIGHT.
Seems to have worked fine for me after many years
Agree it's horrible
Remote does not light up
your time is messed up can't get through on the phone
The light isn't even lit.
Absolutely, my worst purchase!! This remote works for a short time and then stops again for no reason.
Oh no! This is certainly never the kind of sentiments we wish to hear of, Margianna. At your earliest convenience, please give us a call at 800-973-8374 or send an email to customerservice@reverie.com so we can help restore your remote.
This bed was the biggest waste of $10,000. Yes, $10,000 and the lights on the control boxes will not light up so there is no way to pair a remote to the bed. My husband is disabled that is why I bought the bed but I had to put him in a nursing facility because I cannot use the bed to care for him at home. DO NOT SPEND ONE CENT ON THIS PIECE OF JUNK. You cannot get anyone to help because they will not answer the phone or call you back and they do not answer emails either. I should have stuck with sleep number!
wothlesd video
This REVERIE WAS THE BIGGEST WASTE OF MONEY!! 2 motors already died on me and the third one is on its way out. The bed is only 2 years old. Go to Costco. There warranty sucks!!! So disappointed. I am so sorry I let CITY FURNITURE and a friend talk me into buying this product.
I’m ww