I purchased a very expensive mattress on Astrabeds web site. It cost $2,700. I received an automatic email confirmation, but after several days without hearing anything else from a human being, I began to get worried, because the company had taken my money but not communicated with me. I called twice during their stated business hours, and left messages. No response. I then called a third time, and the next day, received a call back. The first thing the customer service person I spoke to, Justin, said to me was that their web site stated that it would take 7-10 days to get the mattress. That didn’t explain why the company has no one answering their phones during their stated business hours, why I had to wait days for a call back, why a call back didn’t happen until after my third message, and why a human response, at least an email on their part, or some kind of reassurance that they were indeed aware of my order, couldn’t have come sooner. When a company takes $2,700 of my money with no more than an automated email response for nearly a week, I get nervous. I would also like to say that Justin was snide, rude, and sarcastic on the phone. I finally got a tracking number by email, and was expecting the delivery. I was also informed that I had to ASSEMBLE THE BED MYSELF–basically, they send a mattress cover with two layers of latex already in it, and you have to unroll and insert the other two layers. This also was not told me before purchasing. The company sent it by Fedex ground, and required a signature. Thus I had to be home, and with Fedex ground they can only offer a TWELVE HOUR WINDOW. I was not informed ahead of time this was the case. The first time delivery was tried, I was home, but Fedex claimed they tried to deliver it though I was sitting near the front door and heard no knock. So I had to arrange to be home all day and sign for the package. When these two huge packages arrived, I called the company for some guidance in assembling the layers. Justin then informed me that because of a mistake with the factory, I would have to take out the two layers already in the mattress cover and then re-insert all four layers myself. Then I was told I needed a second person to help me; this wasn’t on the web site nor was it told me when I finally made contact with the company initally. So I had to arrange for a friend to come by as I live alone. I was not given any practical guidance on HOW to get the layers into the mattress cover. My friend and I struggled for a long time with the very heavy, unwieldy layers. The mattress cover has two compartments and two zippers. One of the zippers split. In other words, as you are zipping, the already zipped end comes undone. The zipper was broken. When I informed the company of this, they demanded photos and stated I couldn’t get a refund without them. I told them I had no way of emailing pictures, not having the right kind of phone or camera. I did offer to text the pictures. When I talked to Roderigo, it took a long time to explain this very simple problem. At first he stated it was impossible to get another cover without photos. Roderigo offered me free pillows, but I told him that did not solve my problem. I received no apology at that time and nothing was resolved. Then, the next day, a strange man called me and identified himself as the designer of the mattress–note that I did not give Astrabeds permission to give out my phone number to anyone else–and asked me what the problem was. I explained to him, and at first he said it would take several days to ship it because they “didn’t have any covers in stock.” I begged this man to send it overnight because I had a friend coming on Sat. who could help me reassemble the mattress. He said he would “see what he could do” and later called and told me it could be there by Sat. One of my complaints is that I was repeatedly told things were “impossible” and then, when I pushed, they suddenly became possible–such as having to send photos. So that means they were lying, and you have to raise your voice and be aggressive to get satisfaction. The replacement cover came, and after more time and struggle to insert the layers, the zipper broke in the exact same way. My friend tried putting a new zipper on but couldn’t. I ended up having to TAPE the mattress cover shut. I received an email from my initial contact, Justin, asking how the replacement mattress cover “worked out.” I told him of my dissatisfaction with the company’s customer service, rude staff, not answering their phones, delays in returning my calls, shoddy products, being told “that’s impossible” and then things suddenly becoming possible AFTER they were pushed (which meant they’d been lying) and giving out my number without my permission. I told them if I could not afford the return shipment and did not want yet another replacement mattress cover because they are apparently all made in the same shoddy way, and I had no one to help me through another long, exhausting assembly process. Even if Astrabeds paid for the return shipment, I have nothing else to sleep on until they got around to sending another mattess. I asked for a partial discount of $400 for all the aggravation, rudeness, and shoddy service and products I’d put up with. Instead, they offered me a “free gift” from their web site. I had asked in another phone call to speak to Roderigo’s boss, but he said that’s the owner of the company and “he’s hardly ever around” and I couldn’t talk to him. I don’t need or want pillows or sheets–I have those.