Misrepresentative of stock and ineffectual service
I chose this mattress because my current mattress broke, and I wanted a fiberglass free option. I was in desperate need for a mattress because sleeping on the current broken one was causing me back pain, so I was looking forward to the short shipping time.
After about a week, I got an email from their support email telling me the following:
"I am reaching out with the mattress order and I am sorry that this full size mattress is currently out of stock, if you are hurry to get a mattress, would you like us to cancel the order and issue full refund or choose another mattress? Sorry again for this and please let us know asap."
A little frustrating that the website didn't reflect their current stock, but understandable that mistakes happen. I responded with the following:
"Could you please let me know what full sized mattresses are in stock that I could choose as a replacement so I can make a decision. Thank you!"
My hope was that, I could pre-empt any similar issues by selecting a mattress that was confirmed to be in-stock, especially since time was of the essence and I wanted to receive a mattress as soon as possible. Their response was to send me two links to their website of two different mattress options (I did not quote the email here because I do not know if this medium allows link sharing). I selected the mattress most similar to the initial choice in my reply to them. Their reply was as such
"Thanks for confirming. So may I cancel your current order and issue full refund and then you can place the new order?"
I found this a little confusing, as I thought I had already indicated that I would replace the mattress with the supplied options rather than cancel the order. My reply was as such:
"I was under the impression that I was choosing another mattress instead of canceling the order, is that not the case? I kinda am in desperate need for a mattress so the shipping time resetting is unfortunate for me."
Their reply to me:
"As the new one you chose has different price so it might be easier just to pay the difference? Thanks"
Ah so this starts to make sense, you *could* send me this mattress, but because the replacement you offered is about $50 more you want to squeeze that out of me first. Although, I had no issue paying the difference, this did leave a bad taste in my mouth. One might think that because their improper website listing caused this issue, they might be inclined to resolve it as quickly and seamlessly as possible, but that does not seem to be the case for this company. None-the-less, I was excited that I would not have to cancel, wait for a refund, then reorder, and again wait for the shipping time, so I replied:
"Is there a way I can pay the difference without cancelling the order?"
Their reply:
"Yes I will create a new link for the difference and send to you. I’ll calculate and confirm. Get back to you"
Fair enough I think. Almost 24 hours later, I receive this email:
"I have contact our warehouse and it looks like the 12 inches ones not sure if we have stock left, comfirming, as these two mattress all all made in US and it doesn't have too many stock. I will need to confirm the stock avalibility, and by ther way are you consider other mattress which is imported? So I can offer options if imported ones are acceptable. thanks
"
This confused me, as I had already specifically asked which mattresses were in stock to pre-empt this kind of issue. Needless to say, this is frustrating as I'm still sleeping on a broken mattress and one hasn't even shipped yet. Additionally, the broken English of the reply made it such that I was unsure if I understood them fully. My reply for clarification:
"I'm not sure what you mean, I thought I already asked for options that were in stock?"
After this reply there was no response. I did however, receive today a notification that my order had been refunded. So all in all, I guess thanks to the company for stringing me along while I slept on a broken mattress, mis-advertising the available stock, not actually checking the stock when providing recommendations as asked, and not replying or clarifying. They really ensured that they wasted as much as my time as possible.
I suppose once I wait the additional 3-5 (it's a Thursday, so Monday at the earliest) business days for my refund, I will just go to a Mattress Warehouse and get something.
TLDR: I took a chance with this company that didn't have a lot of reviews because I wanted to choose a healthy fiberglass free option. It was problem after problem with poor communications and ineffective customer service. They wouldn't work with me to find a solution and seemed not to care about my predicament. I don't recommend and won't be using them again.
