Kiss Mattress - Return Policy Question.

Mattress Talk General Mattresses Questions
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I opted to try their mattress because I liked the idea of the memory foam/latex combination. After a little over a month, my back was still painful when I’d wake up. I decided to contact them today to start the return process. I’d decided to try Tuft & Needle next as I had slept on a friends and didn’t have back pain.
Anyway I got an email from Sleep EZ notifying me that I’d need to arrange a pick up and get a very detailed receipt and mail it to them. Once I did that they’d process a refund minus a $99 return fee.
There is NO mention on their site or under their refund policy, of this fee. In fact the link to their return policy when you check out says
Returns
Our return policy is straight forward and simple. If you are within the first 100 best nights of your life and you are not satisfied please contact us at [email protected] or by phone 888-266-0800 and we will process your return.

This is the email I received.
I’m sorry the mattress didn’t work out for you, but we will be happy to accommodate your refund request. We would only apply a $99 return fee that would be deducted from your refund amount. You will not have to send the mattress back, but we do ask that you find a local charity that will either pick up the mattress for you or will allow you to drop it off. Below you will find a list of charitable organizations that are approved by Sleep EZ.

Please remove the tags from your mattress.
Please obtain a donation receipt from the organization when donating your mattress.
We require that the receipt have a letter head with the company’s name/logo, and that it lists your name, your mattress size and type, as well as a signature from the individual that received your mattress.
Please send the original donation receipt and the mattress tags to us in the mail; an email a copy is not acceptable. Please send the donation receipt and mattress tag to 904 N Scottsdale Rd, Tempe AZ 85281

Here are the four destinations approved by Sleep EZ:

Salvation Army
Goodwill
St. Vincent de Paul
Any Homeless Shelter

Please call our office should you have any questions. Thank you so much and have a great day!

Rodger Hermes
Sleep EZ
480-966-9282

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Hi khanada,

Welcome to the Mattress Forum! :slight_smile:

I’m sorry you didn’t end up liking your KISS mattress, but the good news is that you did end up making a good decision about purchasing a product that you were able to return.

I saw your note about the return policy for the KISS, and you are correct that you are able to arrange for a return with a full refund. The policy you were quoted in your email reply was for the return policy for some of the SleepEZ latex foam mattresses, not the KISS mattress, and I suspect that a customer service person had accidentally forwarded you the wrong return policy instructions.

I called SleepEZ and spoke with them (the same toll-free number available for everyone to use) and they were aware of you requesting a return of this mattress, and the customer service representative was also already aware of his mistake and that he had accidentally quoted you the wrong return policy, and he had in fact already forwarded you another email with the correct information about your return without the $99 fee a few hours ago. If you haven’t already, you should check your email for that reply and make the proper arrangements to start your mattress refund process.

I changed the topic of your post here to more accurately reflect the content.

Phoenix

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Wow Phoenix you are awesome. You just help everyone answer their questions. I hope you can provide some insight into mine too. :slight_smile:

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Hi CatCuddler,

Thank you! I replied to your other question in the thread you started.

Phoenix