Our mattress was so hard when it arrived. The first few days left me with back spasms. We were constantly told by everyone at store and manufacturer to allow for a break in period. Keep in mind no one tells you this before you purchase this most expensive mattress. This is our third mattress purchase together and we've never had such a "break in" period. Read on line where people had actually walked the whole mattress over to soften it up. We have slept on it for 6 weeks now. The store wouldn't loan us a topper and the only way I've stopped myself from sleeping on the sofa is by using a feather bed topper we had, its only a twin unfortunately for my husband. After some time it improved but only slightly. My biggest complaint ( & I really hate to complain- we expected to love it, the showroom model was so good) is that we mentioned right from the first week that the mattress height was only 9" 3/8, its supposed to add up to 10" with the various comfort layers. Makes sense to me that this could be affecting our comfort. I think they must get this a lot which is why they sell the topper and we were encourage to buy one, a mere $500 more! We spent more than our limit on this mattress in the first place hoping that it was worth the investment for a long lasting mattress. With little help from store or manufacturer I am feeling at a total loss and out a great deal of money. Buyer be ware. Although truthfully with mattress purchases they pretty much got you.
AnonymousSimcoe, ON
do not buy if you cannot return
Pros:
- Allergen Resistance
Cons:
- Firm Comfort
Ratings from this Sleeper
Back Support
PoorBack Support
Often have back aches or stiffness related to this mattress
Pressure Relief
PoorPressure Relief
Frequent pressure point soreness or loss of circulation
Sleep Quality
Not Rated
Stays "Cool"
Excellent"Coolness"
Never sleep hot due to this mattress
Value
Not Rated
Warranty Service
Not Rated
Softness Level
Too HardPerfectToo Soft
Comments (5)
Official Response
JI, I know you have commented on our Facebook page as well as been in contact with our customer service staff several times earlier in the month. Let me offer apologies for your inconvenience on my behalf as well. If your mattress is not the right height, it may be the wrong model and was returned by your retailer for the correct model. This could have been why it is too firm as well. We strive to deliver A+ quality mattresses, pillows, and customer service. If the mattress you bought is too short, doesn't feel right or has any other issue, it should have been returned. That was not a problem. It is possible that we mislabeled your mattress with the wrong name, did not build it correctly, or something else may have happened. This does not happen regularly but if it happened to you we sincerely apologize. Our representative has contacted your retailer, we have communicated to you on email through customer care, on Facebook and now on Goodbed.com. I know you have returned your mattress so I am confused at how you claim we have been little assistance to you, but you certainly have that right to your opinion. Please accept my apology again. Kurt Ling President
We have not returned the mattress. A replacement was not offered. If we did switch it out it would count as our one time exchange. We were not willing to take a chance on that. Our options were to switch to a coil mattress or purchase a topper at half off. We decided to buy the topper. We are hoping this works for us. I felt frustrated with the lack of an answer regarding the height of mattress. As you said several emails to your wife at customer care all she could say was to deal with the store. We went in last Saturday to reselect and that is when some more calls were made and the above options were given.
Official Response
JI, Your last contact with us was that you were returning and exchanging the mattress on Facebook. If that is not the case, you should contact your retailer right away for exchange. Our team has had those conversations a few weeks ago with multiple people now so you can do that. Your retailer needs to do a home inspection. If your mattress is not the right mattress or the right height, it will be exchanged. And yes, your retailer is your servicer. You will need to work through your retailer for service just like most consumer products. Help me help you. What else would you like us to do? Kurt Ling President
Home inspection was done. Your rep said mattress was okay. He felt it was like store model, he took no pictures or measurements. I relayed to the store and Michelle about the height difference and what qualifies for a replacement and asked what should be done in a home inspection. Given that your rep didn't take photos the store sent their people out they measured and took pictures. I could get no answers from either side if the height discrepancy was what was causing our discomfort or what was even considered justifiable in height difference. All we were offered was to switch mattress, either to another Nature model or a coil, but that would be our one time switch. We went back in prepared to switch out that was the last f/b post I left. We reselected a coil mattress' but were told to wait on some more information from the rep. The next day our sales lady called to offer a topper at half off or we could choose the coil. I have tried from the beginning to explain this. I believe our concerns weren't addressed and that we could have resolved this much sooner. We went back to store on day 5 of sleeping on it. Both store and Pure Latex Bliss insisted we sleep on it longer. I mentioned the height difference right from get go & the possibility of having received the Pamper model by wrong labeling. I mentioned it also to Gord, your representative out of Toronto when he home inspected too, he didn't think that was an issue, having not even measured. We have bought the topper. So we're going to try that. It probably won't arrive til the new year and we should have a few weeks to try out before our 3month trial period is done. If it still isn't suitable we are allowed to return and choose a coil. I'm sure one way or the other all will be well. Your apologies are appreciated and mine are given if I've caused undue stress. I don't believe there is anything further for you to do. Merry Christmas to you all. I do believe you have a good product but we just happened to receive the wrong size.
Official Response
I appreciate your comments. Thank you. If your mattress is not the right mattress and measures only 9 3/8", it will be replaced. A Pamper is only 8" so that is likely not the issue. I know we have said this before, but your retailer can contact dealer assistance for a replacement authorization. Kurt Ling President