Mattress Factory - Horrible Customer Support after the purchase. Beware!

Sales Dept
Review by tmodel on 2014-09-06
Rating: StarEmpty StarEmpty StarEmpty StarEmpty Star
LAWRENCEVILLE, NEW JERSEY -- Purchased the Beautyrest Recharge - World Class Firm Mattress $1600. My wife and I both gradually began to have severe back aches. We held on for a month and a half but it just got worse. We are both athletes and in good shape. We talked to the lawerencville store manager told us they DO NOT warranty the comfort of the mattress and they could not recommend a solution other than buying another mattress as they do not sell toppers. He was much more helpful and friendly when we were buying the mattress (lesson learned) Sleepys does warranty for comfort however and they are right across the street. We ended up buying the Novaform Comfort Luxe Gel Memory Foam Mattress Topper at Costco after a lot of research. It's fantastic!! Costco does have a guarantee of comfort as well just in case you don't like it. Be careful when you buy extra firm it can be unforgiving but there is an option if you wind up in the same situation as us.

So the most important question is if I were to do this again what would I do.
1) not buy at Mattress Factory. The customer support is horrible. Neither the 800
number or the store manager were helpful at all. I felt like they had played a cruel
joke on us. We can't help you because we don't sell toppers. Here's an idea
you're in the mattress business .. be knowledgeable about it. There are thousands
of people like us looking for support. Tell us what our options are, what are the
differences between toppers, how about a big discount on another mattress at cost
to keep the customer happy
2) Look for a hybrid Gel memory foam mattress with coils. The best of both
3) Find a mattress store with good customer support and read the small print. We
don't guarantee comfort is pretty weak when your back hurts and you just spent
a lot of money to get a good nights sleep.

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