We bought this mattress on sale as a tempurpedic alternative, with the traditional bed look and feel. The first month was great, it gave the support needed and we slept like babies! We rotated the mattress as needed, and as it started losing support, we even flipped it over, and even went to the extent of adding a mattress topper. The mattress was placed on a platform, so there was no excuse as to why it would cave in. The middle has sunk in so bad, that the outer edges are firm, but where we sleep is one big valley. My husband is a larger guy, so his weight causes the mattress to sink to his side, which I roll into him, and we both wake up with the worst back pain. I had high expectations for the price we paid, and luckily for the store owner, he closed the store in Greenville where we purchased the mattress, so there were no returns.
As for contacting the manufacturer, we had no luck with any alternatives. We were told to send an email to the guy who handles the complaints. He would look it over and decide if it was worth looking into. We found out that the owner of the Greenville store owned the company in Cleveland, who gave us a fairy tale option of having us exchange the mattress for an in-store credit toward another mattress. He never contacted us once he sent employees to our home to gather information on the mattress.
Buyers BE WARE. This mattress is not worth the price, or the aches and pains in the morning. If you are going to buy a memory foam mattress, do the research. If you want a great return policy, I have read where Walmart is your place to shop! Other than that, buy from a reputable retailer, which we learned this time, and spend the money on a QUALITY mattress.