I bought a clearance, top-of-the-line, Simmons innerspring mattress from a huge mattress retailer here in Northern California. After a few weeks I became disillusioned with the mattress for many reasons, primarily because it was defective, and decided I would return it. Before I went to return it I mattress shopped, A LOT, and ended up choosing a PureLatexBliss mattress from The Healthy Bed Store in Folsom.
The day I went return my innerspring mattress I grabbed the paperwork and saw that clearance items are non-refundable. I felt sick to my stomach when I read that because I truly thought I could return it and now it seemed I would be stuck with a $3000 piece of crap bed.
I called over to The Healthy Bed Store in tears, and said I won't be able to buy my latex mattress now. Claudia (Wayne and Claudia own the store) suggested I come in and talk to Wayne. She thought he might be able to help me in this situation, as he had helped others in similar situations.
Wayne spent a good hour with me helping me form a strategy that would probably grant me a return from the large mattress retailer. It took me two weeks of fighting to get a promise of return.
The next day I went to The Healthy Bed Store and put a deposit on my latex bed to secure the sale price. I also told Wayne that I might have to get my deposit back if the large retailer doesn't actually follow through on their promise. He went ahead and ordered the bed anyway and said he would honor my cancellation if things didn't work out. But if they did work out, I could have my bed by the end of the week!
So, eventually I scheduled a return for my innerspring mattress. I called Wayne that day and that night he was at my house with my new bed and he even carried my old bed downstairs. I slept on my new bed that night and have been incredibly pleased since then!
Seriously, you will not get customer service like this elsewhere!
(P.S. The purchase date is January 2012, but this website hadn't updated their year choices yet.)