I bought a mattress from this place less than 4 weeks ago. After sleeping in it for two weeks I noticed that the mattress started to buckle. When I say buckle I mean that when I got out of the bed there was an inch indentation still left in the mattress. I called the store to complain and spoke to Abe who basically told me that this is what I should expect for the amount of money that I paid. I don't expect any brand new mattress to buckle after sleeping on it for just two weeks. That is totally unacceptable. They refused to refund my money but offered to swap the mattress for another one however, he was quick to advise me that I would have the same problem even if I swapped it for another one of equal value. If this place cannot sell quality mattresses at affordable prices then they should be selling them at all. I WILL NEVER PURCHASE ANYTHING FROM THIS PATHETIC PLACE. and if you're reading this review I hope you will take my advice.
We bought the high end serta mattress set and after a couple of years we couldn't stand to sleep on it. It was saying so bad it hurt our backs. They said it was covered by the warranty and we choose to go with the Stearns and foster high end set. We had to even pay more money. The same thing had happened. Within a year and a half this set was saying too. It's not like we are heavy. My husband weighs 190 lbs and I weigh 105. Apparently they sell bad quality mattress at high end prices. Don't shop there! We are not even going too deal with getting new mattress through warranty again. I want a bed that is comfortable and will hold up for several years. Losing alot of money but we will be shopping somewhere else.
This is what I submitted to the company and NEVER recieved a response from:
I just wanted someone to know of my experience with your company. On Thanksgiving weekend 2010, my husband and I went into our local store to purchase a mattress that we saw in an ad. We were told that the mattress advertised was "no good" and were talked into spending $500 more than we had anticipated for a mattress. Afraid to remove the plastic in case we wanted to return it, we slept horribly for one night on the plastic covered bed. When I called the next day to tell our salesperson that the mattress was very uncomfortable, I was told that you really can't tell how the mattress feels without removing the plastic and the hardness was just from the plastic. So, we removed the plastic and slept decently for about 6 months (couldn't return it because we had taken the plastic off). Then after 6 months, the mattress developed a large size indention in the middle of the bed. After calling and inconveniently meeting inspectors at my house in the middle of a work day, I received a letter stating that I could exchange my mattress. We returned to the location where we originally purchased the mattress only to be sent to THREE different local stores that day to find someone to help us to exchange. It was something about the computer system not letting them exchange it because we had financed it. Of course, they no longer sold our mattress. Our options were to do an even exchange for what we were told was a way less superior mattress or spend an extra $300 for a better mattress. We went with the better mattress thinking that finally our nightmare would be over. Wrong. Four months into this mattress and there are two large dips! And still is not what I would consider a comfortable mattress. One day we removed the mattress cover sold to us by your company (we were told that you strongly advise buying this mattress cover because it won't let spills stain the mattress if we should ever need to return it - another $60!) to wash it and needed to sleep on the mattress before the cover was dry, so we put the sheets on without the cover. What a great night sleep we got! That mattress cover is horrible and it took us over a year of uncomfortable sleep to figure it out! I don't care about staining the mattress without the cover because I would just assume burn the mattress than have to deal with another exchange, which is why I will not call about the two dips on our new one. Also, I purchased the "I love my pillow" from your company and after several months of sleeping on this, it is flat and uncomfortable as well. Needless to say, I am not happy. I just wanted someone to know the ordeal we have had with your company and see how you handle it before I put this exact statement on review boards.
About Mattress Warehouse and Sleep Outfitters, the founder’s (Kim Knopf) and the company’s motto is name brand bedding at the lowest price and great customer service. They also offer a comfort guarantee. However, they don’t stand behind the quality of the products they sell. We purchased a Stearn’s & Foster Governor’s Palace pillow top mattress with Smart Latex. It was as comfortable as the sales representative claimed. So comfortable, we took the plastic off after 3 weeks. At 6 weeks, there were noticeable depressions 1.3 inches. We contacted customer service. Response: Sorry, you took the plastic off and the depression are not greater than Manufacture’s (Sealy) specification (greater than 1.5) please contact the manufacture in 6 months. We appealed; they said they took it up with the manufacture Sealy. 3 Weeks later not a word. They say bedding is their business and no one does it better. Yes, they took several thousand dollars. However, they have left us low and lumpy with a defective product. No bed should have 1.4 inch canyons after 9 weeks. My recommendation is don’t buy Stern’s and Foster and buy bedding from a company that will stand behind the quality of products they sell. Saving a couple hundred bucks but ending up with a several thousand dollar washboard is not a good deal.
Sleep Outfitters is a mattress specialty retailer. Sleep Outfitters offers a general assortment of mattresses, including models from King Koil (Comfort Solutions), Kingsdown, Park Place, Sealy, Simmons, Stearns & Foster, Tempur-Pedic and uDream. Sleep Outfitters has mattress stores in Indiana, Kentucky, Ohio, Tennessee and West Virginia serving a number of different metro areas.
Sleep Outfitters is owned by Innovative Mattress Solutions.