We are 160lb, 5’9’, side & back sleeper with back problems and pressure point problems and 230lb, 5’9’, side & back sleeper.
Do they even make a mattress any longer that does not sag where you sleep?
We received a Nest ASH king with split comfort layers of one medium side(18ILD) and one firm(28ILD) side in February. We slept on it the mandatory 30 days and it was visibly sagging and too soft for each of us. The 160 lb person had severe back pains from the medium (18ILD) layer. They sent new comfort layers of one firm(28ILD) and one lates firm(34ILD per phone call to store). These new layers caused numbing in arms and hips due to pressure points, although the back pain was much better. And the latex side is much lower than the foam side so the bed looks lopsided.
After 2 months when taking the comfort layer out of the mattress you can visibly see the sagging of the mattress! We had to send them pictures of the mattress with no bedding on it, we sent pictures of the mattress with the comfort layer out and pictures of the box foundation with one of us standing on it to prove it is enough to support the mattress.
Nest does not sell any different layers that would be a average of the too soft 18ILD and the too hard 28ILD so we just do not know where to go next. We would consider a DIY. Price around 1500.00.
Previously in April 2019 we purchased a Saatva Luxury Firm and the split foundations. In May Saatva sent us a topper because the mattress was too hard and sagging where we slept. They then exchanged the mattress for a Saatva Plush Soft mattress. After 27 nights on the soft mattress it was visibly sagging.
Thanks for uploading the pics of your split comfort king Nest ASH. After Nest’s review of the images, what was their response?
If you decide to choose the DIY path, you may want to check out these trusted members for assistance with your DIY planning. You mention in an earlier postthat you aren’t able to easily make showroom visits due to lack of convenient store access and COVID-safe travelling; however, many manufacturers will answer your questions via phone calls, email, or online chat. Phoenix’s article "Finding a Great Mattress Outlet"explains how to discuss your concerns with a manufacturer, leading to making more informed choices based on your personal preferences.
Have there been any new developments since your last post? Hopefully, you both will land on the path to better sleep soon .
We have been trying to get answers from Nest customer service for 2 weeks now. They ask a question and we usually answer within a hour and then we wait. They suggested last week that we just return the mattress since we are leaving in 13 days for 2 months, however we have been trying to find out how to do that since last week. NO ONE Answers emails or messages via their messenger customer service. We have a direct line for a Corey but we tried all last week to contact him and Landon took over and now no contact with him. We have emailed and messaged every single day for answers. I would never suggest this company to anyone after this customer service. Are they just dragging their feet because they know we are leaving and then they do not have to return the mattress? This gives us one full week to return it. We will try calling again today. Tomorrow we will contact the BBB to see if we can get somewhere.
I am sorry to learn that you’re having difficulty getting resolution with your NB return, freespirit625. I have emailed their team on your behalf and hope to receive response soon. While there is no way to speculate where the communication breakdown lies, lets see if we can get some feedback from them. We have no reports on TMU regarding delays in Nest’s returns processing, and while your experience has been frustrating, it should be an unusual and isolated event. Please keep us updated and let us know how things go.
Hello, we are sorry to hear of the two-day delay in getting back to you. Looks like you were messaging a CS rep that had gone out sick and your emails were not forwarded over to another CS rep in a timely manner. A team member is going to be reaching out to discuss with you further how we can accommodate your specific time frame for your return.
2 Day delay? Try 2 weeks of us emailing or messaging and not getting answers! I have all the emails and messages. We would get just a short reply but not any answers to the questions.
Thank you. We did finally get a reply from someone at Nest that they were sending our info to the ‘team’ and that someone dropped the ball. Apparently one person thought the other was handling it and they were not. Anyway they suggested that we return the mattress and it was just picked up. No clue what we will do now with nothing to sleep on. Time to start shopping again for delivery when we return. We really wanted to love the mattress since we loved the idea of changing the comfort layer. I wish they would take the mattress back to find out why it failed and sagged so much. With not knowing why would anyone want to buy from them and take the chance of it happening to them. We are in our mid to high 60’s and they just do not make the mattresses to last, just to fill the landfills. I really just want about 8 years on one and not just 5 weeks. And some decent Customer service! Sorry for the rants, just so frustrated.
Nest Alexander was returned before we travelled. We slept on blow up pool mattresses for the month before we left to travel and are again on them wince we are back. Investigating mattresses again and it is so overwhelming. After having the Nest sag and the Saatva before it I want to make sure that we can find a mattress with a good trial and return policy. Our mattress is on an old box foundation that we can walk on so that is not the problem.
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