Flexus Comfort Mattress Review

Discussions General Mattresses Questions
1

This is the continuation of my “Who Can I Trust To Help Me Find A New Matttess” post. Since we made the decision to purchase the Flexus Comfort mattress I thought I would start a new post to describe our experience with the mattress.

As a reminder, we purchased a 13" king size his/her configuration mattress from Flexus Comfort. On my side I went with a Firm base,Firm, Medium and a Soft topper. My wife went Firm base, Medium, Medium, Soft.

Experience and Set-Up:

The bed arrived exactly as promised via UPS. Luckily, UPS showed up first thing in the AM, because the driver wanted those four huge boxes off his truck right away. I had the driver bring them into the foyer, which he did not seem at all excited about.

The boxes arrived pretty beat up, some of them had holes in them, but the foam appeared to be fine. The only challenge will be if we have to send the bed or any part of it back as those boxes won’t make it back to the store in one piece.

We removed the mattresses from the boxes and opened the plastic to allow them to air out while we were at work. The mattress did not have any odor that we could detect. The free pillows we received however reeked of that latex smell. So we set them outside for the day to air out.

We set the bed up in the evening by removing our old mattress and laying the new mattress cover on our existing boxes. It was a bit of a challenge to work with the cover due to the size of our bed and headboard configuration. It would be a lot easier to set-up on a bed that you could pull away from the wall.

The base layer was the most difficult to get into the mattress cover At first it didn’t appear it was going to fit and we ended up moving it back and forth within the cover so many times we didn’t think we could possibly get it done in one evening. However, once we got the first layer situated properly the other layers went in fairly easy.

Once we got all the layers in getting the cover on & zipped up was fairly simple. With the cover on it looks like every other mattress we’ve owned. However, once we made the bed up it looked as if the bed slants from the outsides into the center.

Early Sleep Experience:

We’ve only had the bed for one week so these are simply our first impressions and they most likely will change as we spend more time sleeping in it.

Night one was terrible for both of us. We expected this since we had been sleeping in the peaks and troughs of our Sterns & Foster disaster of a mattress. I however woke up at 2 AM with horrific neck pain. Now for transparency, I have a chronic neck condition, but I have never experienced that kind of pain from sleeping before. A trip the chiropractor for an adjustment, some traction and a few Advil and I was a bit better.

On night two I decided to ditch the free pillow and go back to my original pillow which seemed to be the ticket as my neck was no worse the next day. Neither of us slept great on night two.

By the end of the first week we were both sleeping through the night without much issue.

After one week here are the first impressions of the mattress.

For me I am glad I did not take the advice to go with 3 firm layers. I find my side to be plenty firm with my current configuration. People describe sleeping on latex as feeling propped up rather than sunk in. I would say that is the perfect description I feel support everywhere pushing me up. I do notice a bit of pressure between my shoulder blades when I awake and lying their in the AM. I like the back support, I’m not sure how I feel about that pushed up feeling versus sinking in yet, I guess time will tell.

My wife greatly misses the sunk in feeling of her previous mattresses so we will have to see how she does. I mentioned earlier how the bed seemed to slant from the outside in and when I laid down on my wife’s side I felt myself rolling toward the center of the bed. My wife however, says she does not notice this slant which could be because she weighs 60 lbs less than me. However, when making the bed today I noticed her body indentation on her side the mattress.

I will provide updates at the end of each month during the trial period and then if we keep the mattress every year to see how it holds up over time. Hopefully, our experiences will help those thinking about going to a full latex mattress.

2

Hi Hammer,

Thanks for the early update on your new Flexus mattress. I appreciate the detail you took the time to provide.

I’m glad you took the time to reevaluate the pillow, as this is most commonly the cause of issues in the neck/upper shoulder region, and quite often you’ll have to change the thickness of your pillow with any new mattress to achieve a more neutral alignment.

One thing I couldn’t tell from your photos, and I haven’t been able to confirm from your earlier posts, is what you are using for a foundation under your mattress. I can see from one of your photos that at rest your mattress is a bit lower in the center than on the edges. While latex can be a bit difficult to slit into perfectly equal sheets, it wouldn’t be that all of your layers are thinner on one lengthwise edge versus the other. This leads me to first start from the ground up, making sure that whatever frame you are using is adjusted with proper center reinforcement that is level. After that, you’d look to the foundations themselves to make sure they are not higher along the sides. If you’re using the semi-flex foundations form your old Stearns set, you may want to consider replacing those, as a semi-flex generally won’t provide the appropriate support and flat profile tat a heavy latex mattress demands (especially the Stearns semi-flex). After that, I would look to the mattress covering to make sure that it was not “bunched up” underneath along the sides, causing an elevation issue (I don’t think that yours is from your description). I can’t tell for sure, but it appears as if you have a headboard/footboard bed set, so I would inspect your center support network and if it has adjustable glides for support you may need to see if those need to be adjusted up a bit (they may have sunk a bit into your carpeting over time). It would be extremely odd for latex to “take a set” in the timeframe that you described, so I would definitely inspect your frame and foundations.

I’ll look forward to your comments after you’ve had a chance to sleep on your new mattress for a longer period of time and hopefully adjusted to it better and lost more of the “learned alignment” for your previous mattress here you were sinking in too much.

Phoenix

3

Sorry for the lack of updates, but sometimes life happens. Based on Phoenix’s recommendation we ditched our box springs and went with a wood slat platform base, with slats just under 3" apart. On the positive side the base change corrected that dip in the middle of the bed. On the downside I do not find the bed nearly as comfortable as with the old base. Both my wife and I have started to experience low back pain. In addition, the body impression on my wife’s side has gotten deeper even with the new base.

One issue we thought the new base would cure for us was the amount of movement in bed. If one of us rolls over the other one feels like they bounce off the mattress. Pushing down on the right lower corner of the mattress the other night I watched my wife’s head bounce up and down on the top left corner of the bed like a bobble head.

We are now at the point of either trading out layers to see if we can make it work or just returning the bed.

Any suggestions, insights and comments appreciated.

4

Hi Hammer,

Thank for the update. So now you’re using foundations on top of your existing headboard / footboard bed set. One thing you didn’t reply to from my earlier post was the type of center reinforcement you’re using for the slat network in your bed set upon which your foundations are placed. I’m still curious about that.

The foundation, if of a proper quality, should be a firm flat surface and not deflect at all. If you’re not finding the mattress as comfortable, this could point to your old foundations having sag or flex in them, and you desired a feel where you sink in more and now with better support the product feels a bit firmer to you both. It could also point to your “learned alignment” of sinking in more deeply on our older mattress and the need of your body to yet still adjust to a more supportive product. But this is only “theory at a distance” as I can’t feel what you feel and can’t see how you interact in real-time with your mattress. Sinking in more on your wife’s side also doesn’t make sense to me and is curious. As I mentioned in my previous reply, it is extremely odd for latex to take much of a set throughout a longer comfort life, and settling when a product is new tends to be more in the mattress cover itself or associated top-of-bed products you might be using.

This would speak more to your bed set frame network and the motion being transferred through that. Latex is very point elastic, and for motion to be transferred in such a manner to make someone’s head “bounce up and down like a bobble head” from a force applied in an opposite corner isn’t something that could be realistically accomplished if the mattress were on a solid surface (such as the floor). In your case the latex layers aren’t even connected to each other (except for the zippered encasement), so for such a force to be transferred in a manner as you’ve described would require a conduit other than the mattress, which most likely would be something that is firmer and located underneath the product. Which again leads me back to the frame support network located under your foundation which I am curious about. Of course, I’m doing my best to make an educated guess for you, as I can’t see how you are going about reproducing this movement.

My first suggestion would be investigating the support structure of your bed set. As for comfort issues, your next step after you’ve addressed the support system would be a phone call to Flexus, as they would be in the best position to advise you about their product and they could make the best suggestions as to what they think might best work for you. But I think you may have two separate issues going on here, so I would double-check on the support system first.

Phoenix

5

Thank for the update. So now you’re using foundations on top of your existing headboard / footboard bed set. One thing you didn’t reply to from my earlier post was the type of center reinforcement you’re using for the slat network in your bed set upon which your foundations are placed. I’m still curious about that.

Thanks for the response. Attached find a picture of the bed and the rails which held the old box springs. There were 4 of these rails which attached directly to the bed frame with one foot in the middle of each rail for mid-line support. This bed is solid wood and incredibly sturdy. We removed the rails and inserted a metal platform bed frame with wood slats into the space where the rails were located. This frame is freestanding inside the head/foot boards and is no longer connected to the bed in any way.

The foundation, if of a proper quality, should be a firm flat surface and not deflect at all. If you’re not finding the mattress as comfortable, this could point to your old foundations having sag or flex in them, and you desired a feel where you sink in more and now with better support the product feels a bit firmer to you both. It could also point to your “learned alignment” of sinking in more deeply on our older mattress and the need of your body to yet still adjust to a more supportive product. But this is only “theory at a distance” as I can’t feel what you feel and can’t see how you interact in real-time with your mattress. Sinking in more on your wife’s side also doesn’t make sense to me and is curious. As I mentioned in my previous reply, it is extremely odd for latex to take much of a set throughout a longer comfort life, and settling when a product is new tends to be more in the mattress cover itself or associated top-of-bed products you might be using.

Agree about the learned alignment, but one would think after a month we would be over that. I actually slept on my wife’s side of the bed last night and my butt and lower back were indeed sinking deeper than the rest of my body, so she is not imagining that sag feeling.

This would speak more to your bed set frame network and the motion being transferred through that. Latex is very point elastic, and for motion to be transferred in such a manner to make someone’s head “bounce up and down like a bobble head” from a force applied in an opposite corner isn’t something that could be realistically accomplished if the mattress were on a solid surface (such as the floor). In your case the latex layers aren’t even connected to each other (except for the zippered encasement), so for such a force to be transferred in a manner as you’ve described would require a conduit other than the mattress, which most likely would be something that is firmer and located underneath the product. Which again leads me back to the frame support network located under your foundation which I am curious about. Of course, I’m doing my best to make an educated guess for you, as I can’t see how you are going about reproducing this movement.

[b]The foundation is all metal and is rock solid using 9 metal legs to support it and wood slats inserted into the top of the frame. The motion transfer was high with the box springs and still more than we expected with the new independent frame.

I guess next call is to Flexus for guidance and or return.[/b]

6

Hi Hammer,

The bed indeed looks quite sturdy. Why did you eliminate the original slat network? Did you desire a different height for the mattress set?

Do you have a link to the product that you purchased? I’d be curious to look at it.

One month is usually good for most people to adjust to their new mattress. I would expect you to sink in a bit more on your wife’s side with her softer configuration, but a call to Flexus with your concerns certainly would be a good idea.

Yes, that would be my advice. They may also have you experiment a bit with some configurations using the materials that you have for a quick evaluation.

Phoenix

7

There were only 4 slats for the base system and per your guidance we needed slats every 3" or less.

No link to new frame, bought locally, but looks similar to online platform frames with wood slats.

Will call Flexus Monday evening.

“In your case the latex layers aren’t even connected to each other (except for the zippered encasement),”

One thing to note is that the 3 base layers are individual pieces , but the top layer is one large piece of talalay that goes across both sides of the bed.

8

Hi Hammer,

Thanks for the reply.

Those slat guidelines are for placing a latex mattress directly upon a platform system, not for the support surface under a set of foundations. You would be fine using your four slat system with the foundations placed upon them, then the mattress placed upon that. It would be important that the foundations you ordered had their top slat network spaced 3" apart or less.

Thank you for the clarification.

Phoenix

9

I HAVE SINCE UPDATED MY REVIEW AND CANNOT RECOMMEND PURCHASING FROM FLEXUS COMFORT. PLEASE SEE ADDITIONAL POSTS IN THIS THREAD FOR SPECIFICS.

Well we ended up returning the Flexus Comfort mattress. My wife and I both were waking up with lower back pain. We tried multiple combinations of the soft, medium and firm foams, but neither of us found much relief. Additionally we were both bothered by the high amount of motion transfer with the foam. We tried the bed on two separate foundations and even placed the mattress on the floor for a few weeks, but it seemed latex foam just didn’t work for us.

Flexus Comfort was easy to deal with in regards to the return, though getting those mattresses rolled up and back in their shipping boxes was quite an ordeal for us, we were both dripping with sweat by the time we got done. We also had some challenges with UPS who lost one of the boxes we returned to Flexus. Thank God I had a hard copy of the shipping label.

One thing I was a little disappointed with was the charge for the “Free Gift” pillows. It was my fault, for not catching their policy on returns and the free gifts. We ended up paying $150 for pillows that neither one of us is using. If your considering a latex foam mattress, but unsure if it is right for you, you may want to skip the free gift in the event you end up returning the bed.

While we had hoped this was going to be our new mattress for the next 8-10 years we are now unhappily starting the process all over again. I would not hesitate to recommend Flexus Comfort if you are considering latex as they were very easy and professional to deal with.

10

Hi Hammer,

Thanks for the update. I’m sorry that your Flexus mattress didn’t work out for you :frowning: , but at least you did have the foresight to choose a product that had a good return policy, and I’m glad you were able to take advantage of that.

Phoenix

11

PLEASE READ THE ENTIRE THREAD TO SEE THE POSITIVE RESOLUTION TO THIS COMPLAINT.

While I really hate to take this to a public forum, I feel I must restate my position about doing business with Flexus Comfort.

The day I posted my positive review for Flexus Comfort I had finally received a refund check for my mattress, and with money in the bank, I considered the matter closed and wanted to provide a positive review for their shop.

Two days after cashing the check I received two e-mails from Flexus Comfort the first stating that since the final box had not been found by UPS they would be cancelling the check they sent. A few hours later they said they would cancel the check for $1896 and reissue a new check for $299?

As I said previously, I was happy to have the refund so I took the high road in my review of Flexus Comfort, but my statement that “they were easy to deal with” could not be farther from the truth and I have an extensive e-mail trail with the shop to prove that point.

On May 25th Flexus Comfort initiated a call ticket to have UPS pick up the 4 boxes containing the mattress at my home.

I watched the UPS driver fill out (4) packing slips, one for each box and hand me 4 copies of the shipping labels. My UPS driver John will swear that he picked up 4 boxes and filled out the (4) packing slips in my possession

Assuming I would hear back from Flexus upon their return and hearing nothing I contacted them by e-mail on June 5th, June 7th & June10th with no response.

On June 13th I contacted UPS to inquire if the packages had been delivered. UPS said that 3 boxes had indeed been delivered and one tracking # was not in their system. I assured UPS that I had watched 4 boxes loaded on to their truck and had 4 tracking slips.

UPS informed me that the company that issued the call ticket is usually responsible for initiating an investigation into lost packages, but they would let me start the process. However, they said all future correspondence would be with Flexus Comfort with a final report going to Flexus in 8 days. I asked the UPS representative about responsibility for the package and they informed me that if the package was not found UPS would compensate Flexus. I sent an email to Flexus immediately after the call providing all the information and the timeline for the investigation, again with no response.

On June 16th I finally received a response from Flexus, with their lack of communication being blamed on a vacation (23 Days??). They said they would investigate and see if they could get a refund out to me on Monday June 19th.

After 8 days with no check in hand I again e-mailed Flexus and asked for an update on the refund. Again I was told a check will be mailed Monday and a check # will be sent by e-mail. Monday came & went with no check # provided by Flexus and 5-days later still no check in hand.

On July 3rd after following up again, I received an email from Flexus stating a check was going out in the mail on Monday with a check #. The old “check’s in the mail” story for a 3rd time. I was not too confident about a check ever showing up.

On July 5th I was relieved to see a check actually show up and immediately cashed it.

On July 7 I received the previously referenced two e-mails about the check being cancelled and an additional $299 being deducted from my refund.

Today, July 8th, I replied that this was not my fault they issued the call tag, they sent UPS to my home to pick up the package, I watched the driver load 4 packages onto the truck and have 4 tracking forms in my possession. Flexus said it was my fault, they cancelled the check and are now only willing to offer me $299, even thought I am owed $1,896. Which makes absolutely no sense with them receiving 3 of the 4 boxes back in their warehouse.

First of all, the communication, vacations or not, was horrible in trying to return the mattress and get any updates on its status

Second, they told me 3 times a check was in the mail

Third, THEY initiated the call tag from UPS and never looked into it. While not my responsibility, I contacted UPS and started the investigation and communicated to Flexus what had been done. Additionally as the initiator of the call tag, once picked up the onus falls on UPS not me. Again, since they initiated the call tag one would think they insured the package

Finally, issuing and canceling a check to me because of someone else’s screw-up in not a way to treat customers. My bank is going to hit me with a penalty for cashing a cancelled check so I have that to look forward to. Now it looks like I won’t get near what is owed to me back.

Again, while I took the high road over these tiresome and drawn out dealings with Flexus Comfort and gave them a positive review I must now retract that and recommend not purchasing from them.

If anyone doubts/disputes any of the above facts or dates I am happy to provide the full e-mail trail confirming every statement I made here. BTW- I informed them I would be changing my positive recommendation here, they didn’t seem to care.

12

That’s terrible and I really hope in the end you are able to get this resolved. Have you reached out to your credit card company that you put the charges on to see if there is anything you can do? If you have all of the documentation you can also try reaching out to the BBB which I will say has been able to help me a lot in the past on issues where companies were at fault and I had the documentation to prove it.

I had originally considered a mattress from Flexus and emailed them twice, once via their webform and another via the email address on their site. Neither were ever responded to. I finally called a week later and ended up speaking to the very person I was emailing who even accidentally acknowledged he saw my emails but obviously never responded. He seemed really knowledgeable and I I do believe they sell a good product at a good price but as someone who does customer service for a living this just rubbed me the wrong way and I moved on from them. While I don’t know all the details of your situation I do hope you’re able to get an outcome that is satisfactory given all the issues with the missing box.

13

@landale1 Thanks for your message and thoughts! I contacted my CC company yesterday after receiving notice that they cancelled the refund check. They said they will investigate and get back to me, though that bill was paid off long ago.

I’m glad to have a very detailed e-mail trail from start to finish, in the event this gets any uglier, though with them having 3/4 boxes back and UPS with the other and me with nothing, not sure it can be uglier.

I was so upset I couldn’t sleep at all last night as my mind just kept racing wishing I had never done business with them. As I type this I can feel my blood pressure going up so I will stop now.

Hammer

14

Hi Hammer,

Sorry it took me a day to get back to your post, but I wanted to contact Flexus to see if I could assist with your situation. I was able to speak with Henry and he was unaware of your predicament and took a bit of time to investigate and it turns out that your return/refund was not handled properly through some confusion/improper handling by one of his customer service representatives, so he is going to take care of this for you, so I would expect you to be contacted by him soon to get this resolved and your refund properly processed. He was appreciative of me (through you) bringing this to his attention, and I’ll let him provide you all of the details. Basically, this was a processing error and he wants to get it corrected for you ASAP.

Please post back and let me know once you’ve had everything straightened out and your refund is processed fully.

Phoenix

15

Phoenix - That is truly amazing support (no pun intended.) Your effort to resolve this situation is yet another testament of your commitment to forum members and in maintaining the reputation of this forum, as well as the advantage of dealing with your recommended providers. Kudos!

16

My name is Henry and I am the owner of Flexus Comfort Mattress. I first became aware of this return and the ongoing issues this morning, as the person you have been dealing with did not advise me of the situation. I would first like to apologize for the confusion, frustration and inconvenience this has caused you. I can assure you that in our 13 years in business, we have never previously had a situation like this occur regarding a return or refund and it will not happen again. We will make sure to rectify the problem, hopefully to your satisfaction and in as timely manner as possible, and make you whole, as we value all of our customers and our reputation in the industry.
To explain what occurred, it seems there was sort of a “perfect storm” of events occurring here. First, UPS, for reasons unknown to me, did not utilize our account number in creating the shipping labels/call tags, even though we made the arrangement for the pick-up. The general practice is to issue the return labels/call tags under our UPS account number. This makes it possible for our company to track our packages. Since they did not use our account number, it created confusion when we only received three packages as opposed to four. Because our account was not used, when we tried to track the fourth package, UPS would not provide us with any information on the package, nor would they allow us to file a claim on the package, which we would normally do. So, this caused a delay in the refund. The refund could not be completed until the package was received or accounted for in some fashion by UPS.
Our understanding was that the customer filed a claim and it would be under investigation. At around the same time, the person handling this return went on an extended vacation and did not advise me or anyone else to keep an eye on the investigation nor forward any e-mails to anyone. I believe this is the reason some of your e-mails went unanswered. I sincerely apologize for this oversight, we have addressed it and it will not happen again.
On June 27th, we received some forms from UPS via mail to fill out regarding the claim. We completed the forms and faxed them to UPS on July 3rd. On the same day, we issued and mailed you a check for the full amount of $1896. On Friday July 7th, we received a call from UPS requesting proof that we were billed for that return label/call tag, which, as I explained earlier, we do not have because they did not ship the package under our account number. As a result, they indicated they would not be compensating us for the lost package because they have no proof that it was shipped.
After being advised of the denial of the claim, our employee put a stop payment on the check and advised you or attempted to advise you that he would re-issue a check in the amount of $1896, minus $299 for the lost package, which is the amount we would have received under the claim. Had I known of the situation, I would not have authorized this action, as it is not the customer’s fault that UPS did not handle the shipment properly, that they lost a package or that they denied the claim. I would have allowed the full refund to process. Since this was the first time anything like this has occurred, our employee sincerely believed he was taking the appropriate action.
As you can see, it was the original UPS error and package loss, exacerbated by our inability to communicate with you while the investigation was pending , the denial of the claim and the wrong choice of action, that caused this problem. It was truly a unique, isolated and unusual situation. As I stated, although we did not receive all four packages and the claim was denied, we will nevertheless be providing you with a full refund, as well as compensating you for any bank charges you have sustained. Again, we sincerely apologize for the inconvenience. If you have any further questions or concerns you may communicate with me directly via e-mail at Henry…at…flexuscomfort.com. Thank you.

17

Henry - Glad to see that you stepped in and made this right. It demonstrates again the quality of companies that this forum associates with and helps to support. After seeing such a reasonable response and apology from you I would have no hesitation in dealing with your company. Nice to have you so well represented on this forum.

18

Hi Henry,

Thank you for taking the time to post back here on the forum and find a solution for our site member. While mistake happen, I’m glad you were able to find the cause, make corrections and complete the refund process for this client.

Phoenix
Note added later: Henry I just realized that you provided your email address and the automated spambots that are monitoring the site can acquire your email address for spamming. I recommend that you edit your last post and remove the @ symbol from your email address and replace it with “AT” or something similar.

19

As I said in my last post, the treatment I received from Flexus Comfort regarding my return was not optimal. As a small business owner myself, I ALWAYS treat my customers the way I would want to be treated, even though that is sometimes a painful process. Based on a final communication from Flexus I felt I had reached the end of a fair settlement and, only then, posted my experience here.

I greatly appreciate The Mattress Underground’s willingness to get involved to remedy my situation. When I first joined this forum I was a bit jaded having seen all the other mattress sites that claimed to be objective, but weren’t. This experience has proven to me that Phoenix runs the forum with a truly objective view of the industry!

Henry came on here and validated what I had previously stated and provided fair rationale for why ''some" of the issues happened. As a business owner I could totally see how some of those things fell through the cracks and I am glad that he has put procedures in place to prevent that from happening to future customers.

Henry stepped up and returned my deposit and my bank fee for the cancelled check and even refunded my mattress return fee, something he really did not need to do. With the check in my bank for a week, yesterday I called my CC company and cancelled the dispute I had filed over the charge.

After seeing Henry’s post I went to work on UPS doing everything within my power to help them locate the missing box. Providing contact info for my driver, who will swear he loaded all the boxes onto his truck, providing photos of the boxes, UPS package slips and contacts I reached out to. I sincerely hope UPS now does the right thing by Henry and either finds the missing box or pays them for the lost contents.

Henry is taking a bath from a financial standpoint on this transaction, something I have done more than a few times in my business. But I hope his willingness to do more than than necessary to correct this situation is enough for you to trust them as a shop you can feel good about doing business with. I know its restored my trust and respect in Flexus Comfort.

Peace,

Hammer

20

Hi Hammer,

Thank for the follow-up with your shipping situation and the eventual positive resolution with Flexus and Henry. I do appreciate you taking the time to provide a bit of closure with this. Unfortunately, mistakes happen, and this may just be a case where UPS has a box floating around that will never be found. But I am happy that Henry did take care of things for you to your satisfaction, and as you’re well aware sometimes when you own a business you have to step up and take responsibility for the (in)actions of others, and I’m happy this was done for you.

And thank you very much for your kind words about the site and our objective nature. That means quite a lot!

Phoenix