Carolina Mattress Guild
Mattress Ratings & Reviews

Hi Mike-- Our showroom models are no different than the beds that we produce for customers -- they go down the same line through the same people and processes and are treated exactly the same. You will find with any mattress brand that the showroom model often feels different than the new bed that you will receive. Many many MANY people have sat, laid, rolled, etc on the floor models, and waiting through the break in period will help your mattress adjust to your body and give it time to become more like the showroom bed that you tried out and loved. We're sorry that you had a less than stellar experience, and we hope that you'll rethink your decision and give your Radiant the time it needs to break in!

Hi Doug, We're so sorry to hear about your experience! We take notices like this very seriously and want to work with you to resolve your problem the best we can. Your situation is *not* typical in the least -- have you contacted Rooms to Go about your problem? If you only purchased your Caress three years go, you should still be covered by the manufacturer's warranty. If you call them and let them know what's going on, Rooms to Go is able to send a representative out to check out the mattress and, if it qualifies as a defect, they will replace it at no cost to you. Please let us know what we can do for you. We're here to help make things right! Hilary Dentler Marketing and Sales Support

Hi Tara, We're so happy to hear that you're positive about the purchase of your Caress! Hopefully it turns out to be a great one for you. We completely understand your guarded optimism, it must be hard to put your trust in a bedding company after the experiences that you've had. Remember, if your bed does start to sag or display any sort of manufacturer's defect that you're uncomfortable with, go back to Rooms to Go. They will send a representative out to look at your mattress and if it is a true defect, they will take care of replacing it for you at no cost to you. We don't think you'll have that problem, though! Enjoy your new mattress! Hilary Dentler Marketing and Sales Support

John, we're so happy to hear that you're loving your Essence! We appreciate your business and thank you for the kind words!

This customer was replied to and informed that their mattress warranty from the retailer did not cover comfort guarantees or sleep trial periods. They have been responded to by both their local retailer, and the factory regarding the coverage of their warranty as it pertains to theirr comfort issue. We continue to advise customers that purchase a mattress to insure they spend adequate time at the retail facility testing the mattress adequately before purchasing. This involves spending between 15 and 30 minutes lying on the mattress with the end users pillow or similar to determine if there are any hot spots of pain or inadequate support along the length of their body. If the retailer does not offer a comfort guarantee, and the mattress has no observable or objectively measurable defects, there is little that can be done after the fact. We canot accept a mattress that has been slept on by end users for refurbishment, or reconstruction. To date, we have manufactured thousands of the Anniversary edition series with no complaints on file on par with the one mentioned above. This customer continues to post this email and complaint despite having been addressed by both the original retailer, and our factory.

So happy to hear about another positive experience! Thank you for sharing with us, and we hope it lasts forever too! :)

"We noticed right away that it was more firm than the one at the store and after the first few nights my wife called the the salesperson and she said it would soften up after a week or two and there was no returning it. I like firm and I found it very comfortable but after a few weeks the mattress never softened up, but my wife said she felt like she was sleeping on a piece of plywood" The mattresses that are made for the showroom , and the mattresses that are made for the consumer, are all made in the same place and ship on the same trucks. The workers literally have no idea what a showroom order is, or whether a bed is headed towards someone's home. It is rare that an older showroom model softens up over time, especially if thousands of people have laid on it over the period of a year or more. We would be willing to send a representative to the Rooms to Go store that you purchased your mattress at, and have them test the softness of the bed vs. a standard bed (they would know if the bed was too soft immediately). If they find that's the case, we would work with RTG to ship you a new mattress right away and rectify the problem. Please contact me at mlydick@carolinamattressguild.com, or at 336 476 1333x240 so that I can get your information and proceed accordingly. We're committed to your satisfaction, and your comfort experience. As you can imagine comfort and feel are a personal measurement though, but we should be able to quickly determine if the floor sample has gone "soft" and get you taken care of. I look forward to hearing back from you - Michael

Hi Jim, Getting the mattress back to the company at your expense is an avenue that you could have taken, however it is not the only one, and no literature that we provide says that. If you were told that was your only option, it was not by us. Thank you for your time and opinions! Hilary Dentler

Hi Jonathan, we hope everything worked out for you. We have a great relationship with our retailers, but unfortunately sometimes situations are out of our hands and fall through the cracks. If you'd like to speak with us again about regarding your experience, I invite you to contact our customer service team (336-476-1333). Other than that, we hope that you finally received your Caress and that you're loving it!