Ok great thanks again!
No problem.
Hey Ken Its Jay I called & spoke with you a couple days ago and Im not sure if you knew it was me you were speaking with (even though I described my order) because you told me that you will not be sending me the shredded pillows because I used the 5% promo code even though the last communication I had with you on here you said you would send them out immediately. Not sure where the disconnect was but as I told you over the phone just forget about the pillows its no big deal, I will buy a set at some point that is not why I am writing you today.
The reason for my call was to tell you that I love the latex bed but I have been trying to figure out why it is so firm. Since it is a 8" coil hybrid with a 3" dunlop core in medium (recieved medium-firm D80) & a 2" talalay in soft it shouldnt feel like a âfirmâ bed. Its so firm I cannot sleep on my side, it creates painful pressure points. Thankfully Im not a full time side sleeper.
Well you brought something to my attention that I had already pondered as being the culprit & you were dead on! Per your instructions I unzipped the bamboo cover 1/2 to 3/4 of the way and left it in place and put my fitted sheet back into place to sleep like that for a couple nights, well the first night I layed down it was like I was sleeping in a completely different bed, it went from a firm bed to a soft bed (No Exaggeration!). As we had suspected the bamboo cover is so tight that it is causing the 2 layers of latex to compress and making the bed firmer than it should be. I have read that the more latex compresses the firmer it gets & I now know that to be a fact.
I imagine the bamboo cover will stretch a little over time but I dont think it will stretch enough to make a difference in overall firmness of the mattress? When I assembled the mattress it was tough to zip up. I know a loose fitting cover isnt ideal either but this ones pretty tight.
You did tell me over the phone that I had 60 days to do a comfort exchange so I will give it a little more time & if it doesnt soften up a little I might exchange the 3" dunlop core as we discussed from the D80 to a D75 but I wanted to ask a few questions first.
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When or why did you guys begin sizing your covers to the exact measurements of the internal components? For example in your videos you put a 12" cover on the ultimate hybrid which is 11" of internal components leaving an extra inch of internal space.
In my case you sent a 13" cover for 13" of internal components.
I just want to make sure this wasnt a mistake because my invoice says I bought a 14" cover but as you recall there was no option on the website to purchase a 13" cover so you told me to request a 13" in the notes field.
Do I have the correct size Bamboo cover?How much will the cover stretch over time? Its just me for now, I dont have a fat girlfriend to help me stretch it out
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But seriously Is the organic cotton cover stretchier? would it allow me to feel the latex like I could with the bamboo cover unzipped. Im wondering if I should have bought the Organic cotton cover instead, I wish there was a video or two demonstrating the organic cover so I could see the fit.
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D80 dunlop seems a little on the firmside for a medium topper, have you guys considered changing your medium to D75 or D70 (but then again since my cover is so tight maybe the D80 just feels much firmer in my bed than it normally should).
Would I feel much of a difference in softness switching from D80 to D75? Im just looking to soften the bed up a notch, not trying to make a drastic change.
Thanks again Ken for your time!
The cover will stretch which is why we cut them tight in the beginning. The original combi zone springs were 8 1/2" tall when I made the video but Leggett changed it to 8" a couple years ago. We always make the covers to the exact size of what is going inside. Dunlop is firmer feeling than Talalay so after giving the cover time to relax, if you are still having issues then I think the easy fix would be to exchange the D-80 topper to D-75 or even D-70 but lets wait a few more weeks before making any decisions on that. Email or call me moving forward.
Ok that sounds like the most reasonable approach.
I Will contact you in 3 weeks if there are no changes and/or the mattress is still too firm. Thanks
Ok, sounds good.
Hello Ken as you know I have been in touch with customer service and have paid for & recieved my comfort exchange all natural (Dunlop D75), I think thats what it is anyway considering their is no way to tell what I recieved cause there is no label on the latex & the label on the box has been completely obliterated.
Anyway you told me that I would have no problem packaging the old Dunlop D80 up to send it back but this package was sent from the manufacturer (and late again) and they used a 12" x 12" box and probably a $20,000 shrink wrap machine. I got this thing rolled up as tight as I could and it is about 27" circumference, as you will see in the pics its impossible to fit this 50Lb super dense D80 latex in such a tiny box.
Unless you have sent me the proper plastic bag and cardboard box to package it into and it just hasnt arrived yet? If this is the case then I apologize.
My communication with you has been great when I initialize contact but the overall communication from your employees & APM has been lacking, for instance nobody ever makes contact with the customer when theres a problem like when my orders were weeks late both times etc.
Can you please send me the appropriate bag(s) and cardboard box to fit this return so I can send it back Asap.
BTW even though you said I wouldnt need one I went out and spent $89 on a large 6.5hp shop vac to try to shrink this latex to fit but was unsuccessful. Partly due to the bad shape of the used plastic remnants & tiny box im sure.
I did watch your video on how to package and return latex toppers also but the manufacturer latexco which is where all my latex came from direct doesnt use the same plastic that you use, theyâre not bags just sheets of plastic that are heat sealed with machinery (not reusable).
Thank You!
Please forgive the lack of communication, our customer service girl is 9 months pregnant and working minimal hours the last several weeks. I assumed you kept the packaging from the initial shipment which included boxes large enough to return the topper. The cost of sending you a cardboard box is extreme and we are not going to do that. You will have to find one on your end. Home Depot, Lowes and Uhaul will usually have a box large enough to fit the topper into. Uhaul also sells mattress bags and a Twin size will work just fine to facilitate the return. Every bed in a box company uses a compress and roll machine these days to keep the freight charges at a minimum. We realize this can present a problem in returning which is why we made videos showing how to do it with the use of a shop vac. When used properly the process works perfectly because thatâs all we use ourselves when shipping from our facility. Since you are having issues you will need to simply get a larger box.
I have kept Everything from every shipment, straps, plastic & boxes. I have not thrown anything away but as I said most of my shipments came directly from latexco and they dont use bags & their boxes are tiny. Its not my fault that you didnt have the product in stock, you could have had Latexco send you the topper and you could have sent it in the proper packaging to me rather than having them ship it directly to me.
If you send bags I will try and use the largest box I have from the previous shipments & use my brand new shop vac in hopes it will shrink down small enough to fit BUT
I have already paid $70 for this exchange which you failed to mention in our previous discussion that their would be a charge. As a matter of fact when I talked to you on the phone I asked if their would be a charge and your only response was âwe will send you the new topper first & you can ship the old one in that boxâ, you mentioned NOTHING about a fee. Every other time I have had a company preship a replacement to me for any product they always provide a prepaid return label for their exchanged product in the box. Not to mention you are the only one that charges for a comfort exchange in the mattress industry.
So I will not be buying anything else period, My $70 surprise charge should cover whatever materials needed since you promised me that they would be included with prior shipments & they were not. Its not MY fault that Latexco did not ship the proper materials thats between you and them. Not to mention the $89 I had to spend on a brand new shop vac that you said I would NOT need! I do not drive so I will not be going anywhere to buy boxes & bags etc.
As I said if you want to send me 2 large bags I will gladly Try to shrink wrap the topper and put it in the largest box I have from prior shipments, if it doesnt fit then I dont know what to tell you, maybe you can pawn the responsibility off on Latexco & have them send me the proper packing supplies.
Thanks, Jay
Well let me make something perfectly clear, our return policies are clearly stated on our website. I always mention that shipping charges for any return are paid by the customer and thatâs been our policy since day one. You seem to be the only one that doesnât understand that. If you are trying to imply that I misled you then I have to take offense to that statement. Iâm not the only one that charges for comfort exchanges. Comfort is subjective and therefore we will never be 100% but we do do the very best based on info provided by the customer. The picture you sent to our customer service shows the topper you wish to return inside a plastic bag already so Iâm not sure why you need another one but I will have them ship you out a new bag and sleeve tomorrow.
Ken I am sorry if I offended you but you keep talking about returns but what I did was an exchange and you say that " I always mention that shipping charges for any âreturnâ are paid by the customer" . You cant say that you âalwaysâ say that cause when I spoke to you on the phone you mentioned nothing about any fees, That is what I took issue with.
Ok I wont say that you intentionally misled me but I came away from that conversation thinking their would be no cost for the exchange. Maybe when I asked if I needed to send mine back first and you said no, that you would preship the exchange & I send mine back in the same box (which turned out to be impossible btw) I think the way you said it implied their would be no charges. Also when you gave me the email address to contact & request a comfort exchange you then had another oppertunity to tell me their would be a fee involved but you didnt.
Had thier been any question on my part I would have looked for the answer on the website, however I thought you had already given it to me.
The bag you see in the pic is duct taped in several large areas to make it a bag & must have holes in other areas cause when I attempted to shrink it with the shop vac it shrunk just a tiny bit (about 1 inch) & then reinflated LoL, I couldnt get it anywhere close to fitting the tiny 12" x 12" box that "Latexco" sent me.
As far as the return topper goes You gotta remember this wasnt your typical delivery, exchange, all the packaging im dealing with didnt come from you guys like it normally does it came from Latexco who has the ability to use much less & different types of packaging which made it impossible to use the existing stuff like you said I would be able to.
Ken again I sincerely apologize if I offended you, it wasnt my intention to imply that you purposefully misled me. Im sure it was just miscommunication between the both of us.
The worst thing of all is after all this I may end up having to send back the new D75 Latexco sent me & stick with the firmer D80. Its frustrating as hell cause its so much more comfy now, actually it feels just right but the last few days my back has been killing me & I cant tell if its cause of the softer latex or if its just my back injury. A couple days wont be enough for me to try and tell if the new softer latex topper is contributing to my severe increase in pain.
I have a consultation appointment Monday to see if surgery is needed.
Thanks for sending me the bags!
Take your time deciding which one to keep. You should have the materials to easily return whichever one you decide to send back.
Ok thanks, Im gonna switch back to the D80 and see if the extra support makes things better. I will give it about a week to determine which one to keep, I wish my back wasnt so severly damaged.
Thanks for giving me time!
No problem, take what you need.
Hey Ken quick question, is there a way to tell which side of the Latexco 100% Dunlop topper is the top.
For example on one side the holes are nearly perfect and the other side the holes are kinda oblong or stretched (probably from removing it from the mold). Or maybe their is another way to tell?
I know they say with dunlop the bottom can be slightly firmer due to settling in the mold. Thanks
The topper was cut from a 6" core so there will be a smooth side and a slightly rougher side from the saw cut. The smooth side is the top.
Just wanted to give you a heads up that I was able to shrink the firm topper & get it to fit in the largest box I had so I will get it sent off to you in the next couple days,
Assuming that the label you emailed me weeks ago is still valid?
I think its Fed Ex that has labels that expire but since it is shipping UPS I think we will be ok. Let me know if im incorrect?
Thanks again for sending me the bags I never could have got it done without new ones.
I think the labels should still be good but let me know if you have any issues and we can send a new one.
hey Ken I was wondering if you had any small scrap pieces of latex laying around I could buy. Im just looking for 1 piece of Soft Talalay or Dunlop in:
17" x 17" x 3" or
17" x 17" x 2"
Doesnt even have to be exact, I could trim it if needbe. THANKS!
Iâm sure we do, send me an email with your zip code and Iâll get you a shipping quote. [email protected]