"Stuck in a Nest"

The first time I even sat on this bed, it was the most unusual feeling I have ever had in a mattress. It seemed to create an impresion and was difficult even to get up. I purchased this mattress for my guest room downstairs, hoping a new mattress would alleviate some of my discomfort from my replaced hip and mending torn rotator cuff. Boy, was I surprised when just after a week or so I had difficulty even turning over because a "nest" - indention seemed to be created which created difficulty in trying to get out of it. In the beginning I thought that maybe this was just me, so I had two other people to lie on the bed, who weigh considerably more than me (I weigh 122 pounds and sleep by myself), thinking that a heavier person might not have this difficulty. I made no comment to either - just wanting to get their impressions. They both said that it was so soft and they could never sleep on it (I had been originally told it would be considered medium firmness). They also mentioned that it was difficult to turn over, they felt they were in a "hole." I communicated with the store - one of Southerland's immediate customers - and learned the person I purchased it from was very ill and hospitalized. So I didn't want to bother him since I have two other beds (upstairs) I could sleep on and I only wanted a new mattress on this bed due the difficulty of having to wag ice packs upstairs for my torn rotator cuff every night. The older mattress which had been on the bed was 34 years old (!) and did not have the problems this brand new mattress has. This person from Mattress Express, Southerland's immediate customer, had been totally responsive to me when I was considering purchasing from this company, and after he recovered, he came out to examine the mattress himself. He said he could see the indentions and took pictures, which he sent to Southerland's sales rep who responded that the indention was not deep enough to warrant any adjustment. After three weeks, there should have been NO indention! The person from the store flipped the mattress over, trying to help me. This person informed me that I should be getting a call from the Southerland rep because I wanted this person to see and feel what everyone else was seeing and feeling, but after several months I have had no call. When I telephoned Southerland, the woman insisted that Southerland doesn't communicate with consumers- its ultimate customer! I was stunned. The mattress set is too short, too low, and clearly built without any quality control. Having been in the customer service and quality arena for decades, having published books on those genres, I find it unbelieveable that I am getting such indifference from Southerland. I don't believe the store was at fault here; I think Southerland built a flawed mattress set. After that first four weeks, I have not tried to sleep on the bed but have continued to sleep in the bed upstairs, which, though difficult to fter that day, I have not tried to sleep on it, but have been sleeping since that time on my bed upstairs. When the mattress was delivered and I lay on it while he was there, he acknowledged that unfortunately he had not had a chance to sit or lie on the mattress before it was packaged, and went directly to my house, rather than the store. But he acknowledged that he understood why I was dissatisfied.

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Cons:
  • Overall Durability
  • Slow Response
  • Overall Support
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Ratings from this Sleeper

Back Support

User rated this bed:
Poor Back Support

Pressure Relief

User rated this bed:
Poor Pressure Relief

Sleep Quality

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Not Rated

Stays "Cool"

User rated this bed:
Don't know Not Rated

Value

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Not Rated

Warranty Service

User rated this bed:
Not Rated

Softness Level

User rated this bed:
Much too soft