I bought a latex mattress from Majestic early in the year and even posted a very positive review about the the purchase. As it turns out this was premature and both the mattress and customer service have turned out to be a bit of a nightmare.
When I first purchased the mattress, in order to get the warranty, Majestic forced me to buy a mattress pad from them. At the time I was OK with the idea because I would have bought one anyway. I was quite happy with the mattress and, over the next few months, didn’t really think anything of it when, on a few occasions, I noticed that would get poked by, what appeared to be, a wood sliver protruding through the bedsheets. I just assumed I had picked something up from the floor on my feet and it had found it’s way into my bed.
As it turns out this was not the case at all. I was making a move from one apartment to another and, after taking off the mattress pad, noticed little pricks in my arm as I brushed my arm over the surface of the bed. I discovered several little “burs” (or slivers) poking up through the mattress cover which had (mostly) gone unnoticed because of the mattress pad Majestic had forced me purchase. I began removing the burs/slivers but, the more I removed, the more I found. After removing somewhere around 80 of these things I just gave up trying to get them all.
I brought a sample of about 30 of the slivers that I had saved into Majestic to show them the problem. My first instinct was that they had known about issue all along and had insisted on the purchase of the mattress pad to hide the problem. I’m not sure it this was the case but, since I was starting to suspect that things weren’t quite above board, it really didn’t surprise me when they tried to tell me that the this was a “normal” byproduct of “natural” organic wool. This is absurd in the extreme since removing burs (or whatever they were) from the wool would be function of proper washing and have absolutely nothing to do with the fact the wool wasn’t treated with chemicals. The fact that this was the story they were trying to feed was an obvious red flag and it goes without saying that they had no intention of replacing the mattress and owning up to the shoddy materials that had been used. It was only after I insisted that this was unacceptable from their top of the line latex mattress that they reluctantly agreed to replace it.
Of course this was significant inconvenience and I would have expected that a reputable dealer take responsibly for the issue and deliver the replacement mattress to my door. Quite the contrary, they treated me as thought they were doing me a special favour, told me it was a “one time” replacement and made it my responsibility to bring back the old mattress and pick up the replacement. As a single guy with a small compact hatchback the size and weight of this kind of mattress makes this a significant problem (not to mention the time and trouble involved). I can understand that mistakes happen, sometimes quality control slips, and a product isn’t up to snuff but… I don’t appreciate getting the run around from a company has tried to pass off a second rate product that I’ve paid top dollar for and then then treat me like I’m the problem. It goes without saying that I would NEVER buy another product from these guys again.
Ps. If you think I was making a mountain out of a molehill I should point out that, when I showed the slivers/burrs to the two saleswoman (that were working when I came in to complain), their response was immediately that this was neither “normal” nor acceptable. It was only the manager (Suzanne) and the owner who gave me a hard time about it. Clearly the issue was obvious to the average person and I was getting the runaround from the people trying to avoid responsibility.
pps. I’ve been very busing at work and getting settled into my new apartment and still haven’t to find an opportunity to pack up my old mattress and pick up the replacement (in the meantime the mattress pad mitigates the problem with the slivers in the defective mattress). The replacement has been at the store folded in a large plastic bag for more than 3 weeks. Does anyone know whether keeping a latex mattress folded for a number of weeks can damage it?