Hi leicanat,
That’s good to hear because they are very active in “managing” what is written about them online and there have been a number of examples of where they have “influenced” what was written about them even on this forum.
The main reason for my comments was that the first “rule” of mattress shopping is to always remember that you are the only one that can feel what you feel on a mattress and there are too many unknowns, variables, and personal preferences involved that are unique to each person to use a formula or for anyone to be able to predict or make a specific suggestion or recommendation about which mattress or combination of materials and components or which type of mattress would be the best “match” for someone else in terms of “comfort” or PPP (Posture and alignment, Pressure relief, and Personal preferences) or how a mattress will “feel” to you or compare to another mattress based on specs (either yours or a mattress) or “theory at a distance” that can possibly be more accurate than their own careful testing (hopefully using the testing guidelines in step 4 of the tutorial) or if they can’t test a mattress in person then their own personal sleeping experience (see mattress firmness/comfort levels in post #2 here).
While other people’s comments about the knowledge and service of a particular business can certainly be helpful … I always suggest being very cautious about about using other people’s experiences or reviews on a mattress (either positive or negative) as a reliable source of information or guidance about how you will feel on the same mattress or how suitable or how durable a mattress may be for you and in many if not most cases they can be more misleading than helpful because a mattress that would be a perfect choice for one person or even a larger group of people may be completely unsuitable for someone else to sleep on (see post #13 here).
Most consumers also don’t have the knowledge or expertise to be able to assess the quality and durability of the materials in a mattress and often mistake the “comfort” of a mattress with the quality of the mattress so even though they may be well meaning … they end up recommending lower quality and less durable mattresses that will soften or break down much to quickly just because it happens to be comfortable to one person. Most consumers aren’t really aware that how a mattress feels to them has very little relevance to anyone else and they don’t have the knowledge or experience to recommend a specific mattress for anyone else.
When you can’t test a mattress in person then the most reliable source of guidance is always a more detailed phone conversation with a knowledgeable and experienced retailer or manufacturer that has your best interests at heart and who can help “talk you through” the specifics of their mattresses and the properties and “feel” of the materials they are using (fast or slow response, resilience, firmness etc) and the options they have available that may be the best “match” for you based on the information you provide them, any local testing you have done or mattresses you have slept on and liked or other mattresses you are considering that they are familiar with, and the “averages” of other customers that are similar to you. They will know more about “matching” their specific mattress designs to different body types, sleeping positions, and preferences (or to other mattresses that they are familiar with) than anyone else.
Phoenix