I have had my latex mattress from Sleep Ez for over two years now. When I was selecting my mattress, their rep (one of the owners)spent a very long time on the phone with me helping me make the best choice for my needs. He promised I could return any part of the order that did not work for me. When it arrived and I tried it, it was too soft. I called and he readily offered, "Sent one layer back for a full refund". I did and they gave me the refund. 2 layers instead of three was perfect for me. I found however that the cover was sloppy and let the two split top halves of latex spread causing a full length gap between them - "the dreaded crack". I assumed there was nothing the company would do as it was what I ordered afterall, so idid not contact them. Over the next 2 years, my frustration and dissatisfaction voer this problem grew and I decided to write a review about it . It occurred to me that in fairness I should contact the company before I did that. Shaun (family member owners) who helped me with my original order said "You should have called us right away! We will alter the cover for free and ship it back to you for free, just send it to us". I did, the altered it the same day they received it and shipped it out the same day! Visually, you cannot tell it has been altered at all and now it works perfectly. When or where has ANYONE provided customer service so extraordinary in the past 20 years?! ps: I am just a customer in California, not affiliated with the company in any way.
I have had the Sleep Ez mattress for 8 months or so. While Shawn was very helpful and patient and wound up going over and above in efforts to help me make this mattress work, I have not had one good night's rest since I've had it. I have tried literally everything and now I will have to invest another 2k or so for another, most likely memory foam. The various layers I tried in all manner of arrangements offered either support OR pressure point relief, but never both. I now have both more severe pain than I've ever had as well as numbness etc. Before I bought this mattress--after a long day of hiking or house/yard work and my back was aching I could rest in bed or sleep over night and the pain would be gone in the a.m.. Now I can go to bed with a perfectly pain free back after yoga, massage, hot tub or whatever and wake up feeling like I've been hit by a truck. The only reason I got rid of my old mattress was that it didn't work for both me and my boyfriend and I chose a laytex trying to avoid VOCs. I thoroughly regret this purchase and would caution anyone with both back pain and pressure point issues to reconsider a memory foam (there are now a couple manufactured with no VOCs). Just a note: it is 4:30 in the morning--another sleepless night. I would give it zero stars if that was possible.
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