I just purchased a Terra Foundation from SleepEZ. Received it 1/9/2025. Unpacked right off to check items to comply with 48 hr requirement to report problems. I noted a side rail knot was concerning in that it had 1/4" deep gash on the top of the wood panel and the knot with the gash continued through the side of the wood within about 1/8" to bottom. See pic.
I contacted customer service who contacted the manufacture (I didn’t know SleepEZ was not the manufacture nor that they were not the one warranting the foundation). Via emails, the response was that wood panel is fine and I have nothing to worry about. I can recontact them if something goes wrong in the future. This does not look fine to me.
Also on the SleepEZ webpage there is a lot of mis-info I’ve discovered. Including that it says that the Terra Foundation is “Crafted from premium kiln-dried Northwest Spruce, our foundations use S4S wood—smooth on all four sides—for a clean, durable finish.” Not exactly true in this case I think.
This piece is a side rail that will support the middle section of the foundation. It is adjacent to a middle support leg on the left side of foundation.
Opinions?
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Hi NeedSleep_Beth,
Welcome to the community! We’re really glad you joined and took the time to share your experience.
It’s clear you inspected the Terra Foundation carefully, and I’m truly sorry it didn’t meet your expectations. While natural wood can have some variation, it’s reasonable to expect a piece that feels exceptional, not just “okay.”
I hope SleepEZ and the manufacturer take another close look at what you’ve shared. From your description and the photo, it seems like there could be an oversight, and it’s understandable to hope they’ll make things right to your expectations so you can feel confident in your purchase. Some natural wood pieces won’t be perfect, but your concerns are valid, especially considering the way the product is described on the website.
Thank you for bringing this to the community’s attention. Sharing your experience helps others make informed decisions and may also encourage the company to ensure their products meet the standards they promise, despite the quirks that come with natural materials.
Again, I’m sorry this happened, and I hope the situation is resolved quickly and to your satisfaction.
Maverick
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Thanks Maverick, I will update here for final results since it speaks to customer service and quality of product which your members may be interest in. However, SleepEZ and the vendor has already looked at a picture of this. I’ll send another which may point out my concern better. Thanks.
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Good news update. I forwarded a more detailed picture to SleepEZ last evening and heard from them this morning via telephone call. A new side rail will be shipping out this afternoon. Looking forward to setting this up and then getting the SleepEZ latex mattress.
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Always love when concerns are met and issues resolved!
We sincerely apologize for any inconvenience this may have caused. At Mattress Foundations, we take great pride in both the quality of our products and the level of customer service we provide, and our goal is to meet those standards 100% of the time.
I have personally met with our team and shared your photo and concerns to ensure this issue does not happen again. A replacement rail has been sent, and we hope this resolves the matter to your satisfaction. We truly appreciate you bringing this to our attention, as feedback like yours helps us continue to improve.
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Thank you for your comments here and for getting this resolved. Fedex arrives with the new rail on Friday and I look forward to getting my bed together.
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