When we first received the mattress, 4 layers custom built, it was extremely comfortable, we were in awe but 2 months ago, we decided to replace the mattress encasing that cost $595,on top of 5k, because we got tired of spot clean , WOW.... the casing replacement was a TOTAL NIGHTMARES, it was a wool encasing, extremely hard on my back ,( unlike the original casing very soft and extremely comfortable, it cushion pressure points on my hip and back), I called so many times for customer support, left a few messages, no one ever return the calls, now I am dealing with this back aches , after almost 6k , this supposed to be 20 years guarantee, how are we rely on this promise, if customer service never return the calls? Extremely unhappy and disappointed!
KrisSummerville, SC
When we first received the mattress, 4 layers custom bui...
Pros:
User also said: The mattresses are excellent, very supportive and comfortable- Overall Support
Cons:
User also said: The wool casing are horrible hard , it actually ruin the mattress quality, unless they go back to- Overall Comfort
- Customer Service
Ratings from this Sleeper
Back Support
PoorBack Support
Often have back aches or stiffness related to this mattress
Pressure Relief
Very PoorPressure Relief
Constant pressure point soreness or loss of circulation
Sleep Quality
Much betterSleep
Sleep much more deeply and/or consistently since owning this mattress.
Stays "Cool"
Good"Coolness"
Rarely sleep hot due to this mattress
Value
Very poorValue
Not at all worth the money -- a rip off
Warranty Service
PoorWarranty Service
Slightly satisfied with the manufacturer's response to my warranty claim or other problems
Softness Level
Too HardPerfectToo Soft