The mattress delivered to our home never really measured up to the comfort of the one we "tested" in Rooms To Go. From Day #1 (3yrs ago) it was much firmer than the store model. Soon there after the both my wife's and my side of the bed started to sag. We lived with this for the past 2 yrs. I didn't really realize how much this mattress was causing my body soreness until I slept on our old queen in the spare bedroom. We are not heavy people (130 and 175lbs). Heading out to buy a new mattress and it WON'T BE from Carolina Mattress Guild.
Comments (2)
Official Response
By Hilary Pope from Carolina Mattress Guild on August 13, 2012 — Hi Doug,
We're so sorry to hear about your experience! We take notices like this very seriously and want to work with you to resolve your problem the best we can. Your situation is *not* typical in the least -- have you contacted Rooms to Go about your problem? If you only purchased your Caress three years go, you should still be covered by the manufacturer's warranty. If you call them and let them know what's going on, Rooms to Go is able to send a representative out to check out the mattress and, if it qualifies as a defect, they will replace it at no cost to you.
Please let us know what we can do for you. We're here to help make things right!
Hilary Dentler
Marketing and Sales Support
Doug,
We can surley relate to this expierence with Carlonia Mattress Guild. We purchased a "Caress" model in the Spring of 2011, from Rooms to Go. My lower back started giving me prolbems about 4 months ago. It wasn't until my wife and I were on a trip and hadn't slept on the Carlonia mattress that we both realized it had to be the mattress causing this discomfort. We call RTG, they sent out a technician, and to our amazment the Mattress had aprox a 3" sag on both sides where we lay! WOW!! All set up was preformed by RTG delivery technicians. However, so far, Carlonia Mattress in conjuction with RTG, are making good on replacement of the defective mattress. However, sorry to say, we WILL NOT repurchase a Carlonia Mattress. Good luck with your mattress shopping. One thing that is bothersome, is the $99 return/shipping fee. If you warranty a product, and it fails, the company should make good on all aspects of replacement. We do in our business! Good Luck.
Respectfully,
Jay
New Orleans, LA