Let me start by saying this site is amazing. Phoenix and Co. have been a huge help in deciphering the chaos and disorder of the mattress world.
My wife and I bought a pillow top about 5 years ago that was essentially new off Craigslist. While it has served us well, I had noticed over the past few months I tossed and turned excessively and constantly had pain in my lower back.
Tuft and Needle was our first move. It took a little while to adjust to the mattress but I was sleeping incredible. I prefer something a little on the firm side so after about a week I was sleeping wonderfully. My wife was never able to turn the corner, and suffered constant pain. I initiated a return with Tuft and Needle. And while I’m sad to see it go, I have been impressed by their customer service and quick/thorough responses.
My next thought was to go straight to Casper or Leesa, probably secondary to constantly being bombarded by them via advertising. I wanted something more durable and that would be in the middle of the innerspring/memory foam continuum. I have only ever lived in Florida and Texas, and I also wanted something that slept cool. Latex seemed like a good fit. With the guidance of Phoenix, I was between the Nest Love Bed and Best Mattress Ever. I settled on Brooklyn Bedding’s Best Mattress Ever (BME), but was a little wary of their warranty (1.5 inches or greater indentation; most are 1 in or more.) I even pulled the trigger on it. After reading a little more, I switched at the last minute switch to Nest Bedding, for a few reasons: they’ve been around longer than most of the “simplified” mattress people, they are one of the few that are members of the Better Business Bureau (most haven’t been around long enough to qualify), and their warranty was a little better. Plus, you’re able to exchange the bed for a different level of firmness up to a year out! That seemed pretty special.
I shot an quick email to Nest on a Monday, asking when I could have the mattress by and what firmness he suggested. Mr. Alexander (Nest CEO) responded within two hours and told me I should have it by Thursday. At that point I cancelled the BME, which was handled quickly and professionally by Mario and pulled the trigger.
On Wednesday, I shot an email to Nest to see if we were still on target for Thursday as I needed an end in sight for the air mattress I’ve been using… The response was quick again, but Dave noted he wasn’t sure who told me that, and then explained that the mattresses took some time to produce and ship and that I’d likely see it early next week, I sent a screenshot of Mr. Alexander’s email, and received an email shortly thereafter from him, apologizing for the delay explaining that the inventory was not up to date at the time he promised it would be there Thursday. AND THEN he refunded me $50. When my tracking number was finally released, I saw that it would still get here on Friday (tomorrow!)
In summation:
– Great experience with Tuft and Needle but it was too firm for my wife
– I ordered a Nest and their customer service is outstanding (refunded me some $ for a minor delay completely unsolicited). I have duked it out with Comcast, Allstate, and AT&T recently so direct communication and willingness to make something right is truly incredible.
– I can’t wait to sleep on my LOVE BED tomorrow night (at which point I’ll update this thread.)
