Giant wrinkle

After 3 years of sleeping on a $300 futon, I thought I'd save & invest in a good quality mattress. After searching at several stores for "green" mattresses, I found the Natura Serene and purchased one. At first, I really liked the mattress - it was very comfortable. But during the first year it developed this large wrinkle all the way across the middle. I contacted the store & was told they couldn't do anything about it, but the guy was helpful & gave me the name & phone number of who to contact at the company. At first, the woman at Natura seemed quite helpful, asking lots of questions via email. I sent her several photos & she said she'd have to check with her boss. But after 11 emails back & forth, she suddenly said that her boss says it's normal wear & tear! Really? A giant wrinkle? In all the years I've been sleeping on mattresses I've never seen or heard of anything like this! I asked to be put in contact with her supervisor, who told me it's normal for the wool under the cover to shift around and that I could just smooth it out. Of course I'd tried to smooth it out before I contacted them. It will smooth out part way but by morning is in a lumpy wrinkle again. If this is normal, why wasn't I told that every day I was going to have to take my comforter, blanket, sheets and mattress cover off in order to adjust the lumpy wrinkle? I definitely wouldn't have purchased this product! I asked if this is a common problem & got no response. I've also asked to be put in touch with this woman's supervisor, or someone who can assist with this problem. After visiting other mattress stores & showing pictures of the mattress, I've been assured by several mattress specialists that this is NOT normal wear & tear & that the company should stand behind their product. It supposedly has a 20 year warranty & it's only a year old. When I revisited the store where I purchased it, I found out that they no longer carry Natura due to "service issues" and that I should by all means keep after Natura to do something. But what does one do when they just say "sorry" and quit communicating with you? They act like they can sell an inferior or defective product and a "sorry" will get them off the hook. I would not, under any circumstances, purchase one of their products!

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Pros:
  • Initial Comfort
User also said: The mattress was quite comfortable before it developed a large wrinkle across the middle.
Cons:
  • Issue Resolution
  • Surface Integrity
  • Warranty Claims
User also said: Apparently the wool under the cover moves around causing a large unsightly, uncomfortable wrinkle.
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Ratings from this Sleeper

Back Support

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Fair Back Support

Pressure Relief

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Not Rated

Sleep Quality

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Not Rated

Stays "Cool"

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Not Rated

Value

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Very poor Value

Warranty Service

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Not Rated

Softness Level

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N/A
Not Rated