My expectations were Nest would honor the warranty as I specifically asked them all the details, as hesitant to buy online. I was assured it would last for 10 years/ Lifetime comfort warranty. Over time the warranty changed online and what was lifetime became less, then it was warranted as 30% off a new one, but there has been no resolution to my mattress which has deteriorated greatly. It was very good for 3 years and by the 4th year it was too soft, mushy in spots wear you lay, edges sink, cannot get comfortable, and both myself and partner had pain in places we never did before. Basically a 3 year life span. The warranty support said all of my pictures are 'no issue seen' and I don't meet changing criteria for sag/depression. The issue is you cannot see from a picture what happens when you are on it. The are adamantly opposed to helping me - and have deleted all my reviews which tell the truth. They didn't stand by my product. Avoid.
BrianLivonia, MI
Lasted 3 years, At 4 years unusable and no warranty help
Cons:
- Product Quality
- Surface Integrity
- Warranty Claims
Ratings from this Sleeper
Back Support
PoorBack Support
Often have back aches or stiffness related to this mattress
Pressure Relief
FairPressure Relief
Occasional pressure point soreness or loss of circulation
Sleep Quality
Much worseSleep
Sleep much less soundly or consistently since owning this mattress.
Stays "Cool"
Fair"Coolness"
Sometimes sleep hot due to this mattress
Value
PoorValue
Poor value for the money
Warranty Service
Very poorWarranty Service
Not at all satisfied with the manufacturer's response to my warranty claim or other problems
Softness Level
Too HardPerfectToo Soft
Comments (4)
Official Response
Thank you for letting us know about your experience. We are sorry to hear that you feel this way about your warranty claim. Our team does need to collect photos of any warranty claim so that we can review the issue and assess any damage or defect. We do appreciate that you worked with our team to provide those photos, but unfortunately we were not able to see any defects. The photos that we ask for (of the mattress surface, tags, foundation, and a weight test if applicable) will show any defects with the support of the mattress. We are always happy to revisit a warranty claim with you, but the mattress will need to meet our warranty parameters (1" of permanent impression in the foam, or a significant difference in sinkage with a weight test) before we can replace it.
Sorry to jump in here but this is quite interesting to know that Nest also offers a weighted test in evaluating warranty claims. I have not heard of any manufacturers offering such a test, and this seems like a big step forward for the industry. As we all know, the unweighted string test has many shortcomings, and yet it has remained the standard across the industry for decades. Kudos for offering this innovative option -- in addition to using 1" as your unweighted benchmark, which is also better than the industry norm.
There is significant sinkage with a test weight. Degraded since the original pictures sent in. I have made multiple requested to define what significant degradation is - no response. We sink halfway through the mattress, that is significant. There is no criteria of exactly what weight ( a range is provided) and where to locate the weight, so that allows Nest to say it was not significant amount. 70% of the pictures requested by Nest was concern over if I had used an improper foundation and support system (which was purchased from Nest so it is pretty clear there is no real intention of solving this customer problem, the blame is put back on the customer. This product does not last very long, and that is the reality.
Official Response
Thank you for the additional reply. Our team is trying to help and review this matter by asking for these photos and weight tests. We don't have a criteria for an exact weight, because not all customers will have the same items available for a weight test. We also ask for the weight to be placed in several areas so that we can see how different areas of the mattress are responding to that weight. Our team is happy to continue working with you, but the mattress will need to meet our warranty parameters, as agreed at time of purchase