We loved our mattress for the first few months but then the side that my husband sleeps on began to dip quite badly. If I rolled from my side to his there was a definate roll downhill. Also, on his side part of the mattress was proturding out the side. Obviously the mattress was defective. I called the manufacture and was told that the only way for them to honor the warrenty was for us to send it back to them. This is a king size mattress and they wanted me to send it from Illinois to north Carolina. At our expense. Then they could examine it to see if it was defective. I contacted Overstock on their online chat. I was immediately transferred to a person in their memory foam department. We communicated with them on and off for oneor two weeks with pictures, videos and answering questions. It was always followed up with an email. They looked at the evidence and asked if we would like a refund or a replacement. We opted for a replacement since we loved the mattress before the problem occured. We had it within a few days and they had us donate the old mattress and fax them the receipt. We were at our wits end with the manufacter. Thank goodness that Overstock is honerable and treats their customers like they value our business. They were always extremely helpful and nice. We have had our replacement mattress for some time now and it is wonderful...no dipping. It does that a little getting used to it but lay still for a few minutes and let the mattress conform to you. We are both sleeping better and no longer wake up with back aches. Thanks overstock!!!!
- How did the color on site compare with the actual product? Good
- Please tell us about the quality of the product. Very good quality
- How accurate was the on site description of the product? very good
- Would you recommend this to a friend? Yes