I bought this mattress due to it being a local CO company and expected good service as a result. The 10-yr warranty is an absolute joke. We measured the bed at 5yrs and again at 6yrs. We met the requirements for warranty and then the BS came. They asked us to take the bed to their warehouse so they can fix it. This company is a complete rip off.
I have kept the mattress and wake up with fairly extreme back pain every morning....to the point in which I cannot catch my breath when I wake up. So.....much....pain!!! I am a healthy person the hikes 6-10 miles each trip and adventures all over.
Do yourself a favor and buy a mattress from a trusted brand, from a good store that will back their product. Never again.
I bought this mattress about 5-6 years ago and it is already significantly worn. There are body indentations and it’s lost support, I wake up with neck, shoulder and hip aches and pains. This has been going on months. I reached out to the store to replace under the 10 year warranty. They no longer carry this mattress but said it is covered based off the pictures provided. They CC’d the company asking them to replace it, twice. A month went by and I haven’t heard back. I contacted customer service today and they said I have to bring the mattress to Aurora myself and they won’t replace any mattress only “fix them.”
I am a cancer patient going through chemotherapy inpatient at a hospital 6 days each cycle. When I’m out of the hospital I am obviously unwell and laying in bed (which is very uncomfortable and causing pain). I cannot lift a mattress down 3 flights of stairs and get a u-haul to load it up and drive it to Aurora. That is absurd. And they will not replace it? So I will be without a mattress while they “fix it?” And then have to rent a u-haul to pick it up and drive back an hour to Fort Collins and lift it back up 3 flights of stairs?
Horrible customer service! Not only was the woman very rude, but this is an stupid policy that is not customer based or convenient at all. If you cared about your customers and upholding your warranty you would do what every other normal store does and send a replacement and discard this one or could even leave to me to discard in my own (which most companies will handle). Do not waste your time or money buying from them, they won’t honor the warranty they promise.
This review is for Old West
Owned for: 5 years
Condition: Very worn
25 - 34 years old
Female
Side Sleeper
150-200 lbs
Prefers Medium Feel
Acid Reflux, Allergies, Arthritis, Fibromyalgia, Hip Pain, Neck Pain, Plus Size, Restless Leg, Sleeping Hot
We bought a mattress from a retailer, wherein this company made the mattress. Immediately, had trouble with the mattress and the retailer said the mattress was memory foam and would adjust according to time. It didn’t. Retailer goes out of business. We call within two years of having the mattress and this company says we have to transport the oddly shaped mattress to them for warranty repair. Due to stains (from my dog laying on it) on the mattress, they will not replace the mattress or repair it though it’s not anything we did to damage the mattress.
This mattress is very very comfortable, we like very soft mattresses and this one feels like it hugs you. Compares to very high end mattress quality, but not the high end price.
