Bests & Worsts Reviews from Amazon

Ignore the 4.5 stars and read this review. Do not order these mattresses! I ordered 3 twin size, 14 inch mattresses. I was sent a replacement for 1 of the mattresses so I received 4 in total. 0 stars for 2 of the mattresses, 2 stars for 2 of the mattresses, and 4 stars for Amazon customer service as they did eventually resolve the issue for me although it took quite a bit of time and 3 calls on my part. I am a review reader. The reviews on these were for the most part great reviews. I was aware there were issues from time to time but not overly concerned. Sometimes products are damaged and I was fully confident in Amazon customer service in what seemed at the time of ordering, the rare chance of receiving a defective mattress. I ordered 3 twin mattresses to make one giant bed. They arrived April 11, 2018. The first 2 out of the box started decompressing instantly and within a minute reached what was probably 10 inches in height. The 3rd didn’t budge. Having read so many reviews, I immediately recognized I had at least one defective mattress. I called Amazon right away and they sent out a replacement mattress. Mattresses 1 and 2 continued to decompress and looked like they were going to be fine. Mattress 3 turned into a slide with the foot of the mattress decompressing more than the head. Mattress 4 arrived April 13, 2018. I was so excited! My mood deflated worse than a cool gel mattress in shrink wrap. I had another obvious dud. On the afternoon of April 14, the first 3 of the 4 mattresses should have been fully decompressed according to the package instructions of 24-72 hours. They were not. At this point I am finished dealing with these and want my money back. I called Amazon and spent nearly 2 hours on the phone. The first part was with general customer service, the lengthier part was when I was transferred to big bulk returns and a representative who didn’t seem happy to have a job. After a lot of holding she stated they would refund my money for 2 of the 3 mattresses I paid for. I explained I paid for 3. She explained that because I received a replacement for the 3rd that it was their policy that I could not be refunded. I explained I was paying for a defective mattress and had been sent a defective replacement. I was put on hold again. She came back with the same answer. After 2 hours on the phone I gave up for the day. At least I was getting my money back for 2 of them. I gave mattress 4 the full 72 hours and an additional 24 for good measure to fully decompress before calling Amazon back again. In the meantime I got back on the reviews and here is what I noticed the second time around. The good reviews are 2017 and prior. The bad ones are 2018. It appears that the materials, packaging, storage or something else has been changed to severely affect the quality of the mattresses. Judging by the looks of my mattresses, I’m guessing the materials have changed to a lesser quality and they are getting away with selling these on old reviews. I pointed this out to Amazon during my 3rd phone call. As I look today, the mattresses are now only available via 3rd party sellers. I don’t know if that is coincidence or not. I made my 3rd call to Amazon after the 4th mattress had 96 hours to decompress yet looked like a canoe. I was given a refund for the 3rd mattress I paid for at this point. Amazon is unable to have mattresses returned to them so I was told to keep, donate, or trash the mattresses. As we had already donated our old queen mattress, we were fortunately left with something to sleep on, albeit defective, while we regroup and start mattress shopping again. We will not be ordering mattresses online this time! In the meantime we are using 3 of the 4 and have the 4th laying across the guest bed. 2 are trash and not worth donating so we will have to pay to dump them as well as find a way to transport them. Yay for brand new enormous stuff in a landfill to boot! 2 can probably be donated when we have chosen replacements. We have now had the first 3 mattresses for 17 days and the 4th for 15 days. Mattresses 1 and 2 vary in height between 12 and 14 inches depending on where I measure. They are already showing signs of permanent dips where we have slept. Mattress 3 has maintained its slope from the foot to the head of the mattress. It also has a dip in the middle where it decompressed less than the edges did. Mattress 4, the replacement is the worst of all of them. It quite literally looks like a rectangle canoe and hasn’t budged since day 3. The edges have decompressed (although not to 14 inches) and the middle is a good 4-6 inches shorter and hard as a rock. It’s a rock hard hammock. These are awful. I have taken the time to write this lengthy review because I don’t want anyone else to go through this headache or be ripped off by this company. It is also completely unfair to Amazon that this company appears to have changed materials resulting in defective mattresses while still getting sales off of their old 4-5 star reviews.