If you read my other post from earlier this week, I ran into a problem with this mattress. We purchased it in October 2012, paid $2,200 for it after it was all said and done, and put it in the master bedroom. It felt great, slept great, was not hot at all, yada yada yada.
Fast forward 6 months…
The mattress started to develop a sag/permanent indention on my side. I am not a big person at 5’8" and 180 lbs. Yes I workout, but 180 is 180 regardless if it is muscle or fat. Anyway…
Although I noticed it, I ignored it because we were beyond our 100 day sleep trial.
Fast forward to last week…
I emailed their customer service dept. and got a reply back the same day. I went over the issue that the sag/indention is now causing uncomfortable sleep, etc etc etc, and she said she would forward my issue to her manager, and they would get back with me tomorrow. Tomorrow came and went. So did the next day and the day after. I tried replying back via email and phone calls, but could never get anyone via either. Finally, this morning (and 10 days later), a manager calls me up and starts giving me the usual apology speech…something about new girl, training, etc. Whatever…at least they got back in touch with me.
So apparently I am supposed to strip the layers of latex from the cover and put them on the carpet. I am to then take pictures of them, showing any sags, indentions, weak areas, etc. If any are found, they want a ruler laid across them and another ruler showing the depth. Ok, np. But if they come back with some crap about how it has to be 1.5" and I am only at 1" and they won’t do anything…on a mattress that is less than 2 years old…it won’t be pretty.
I will let you all know it goes, and how their customer service treats me with a warranty issue. Hopefully I can write a positive review about them… :whistle: