When we first received the mattress, 4 layers custom bui...

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!

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Pros:
  • Overall Support
User also said: The mattresses are excellent, very supportive and comfortable
Cons:
  • Overall Comfort
  • Customer Service
User also said: The wool casing are horrible hard , it actually ruin the mattress quality, unless they go back to
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Ratings from this Sleeper

Back Support

User rated this bed:
Poor Back Support

Pressure Relief

User rated this bed:
Very Poor Pressure Relief

Sleep Quality

User rated this bed:
Much better Sleep
Previous mattress was:
Memory Foam

Stays "Cool"

User rated this bed:
Good "Coolness"

Value

User rated this bed:
Very poor Value
Price paid (approximate):
$5,000 (Cal King) Size

Warranty Service

User rated this bed:
Poor Warranty Service

Softness Level

User rated this bed:
Much too hard