We purchased the "Nature's Comfort 5000" a supposedly 100% talaly latex mattress and box spring by phone from bsleep.com.
The first sign of trouble was that bsleep said it hadn't been sent, that they didn't have that model available due to lack of covers. Then bsleep said is was already sent days earlier.
It arrived Saturday, May 14 around noon. The day was sunny and dry.
Around 2:30pm, I brought the bedframe up to our bedroom in the box bsleep sent it in, removed them from the box and then plastic and put them on the bed. There was no complaint with them.
I then removed the mattress from the bsleep box. I kept it in the plastic sheeting and moved it to the bedroom with the help of a neighbor.in the bedroom, with myself, my neighbor, my wife and my mother-in-law present, I removed it from the plastic and put it on the bed.
First, the mattress was not what we ordered. It was apparently the bsleep, or Better Sleep, "Nature's Comfort 6000".
My wife and mother-in-law noticed a dark spot about the diameter of a pencil eraser in the center of the mattress. It was surrounded by a fainter ring a little smaller than a dime. It appears to be a menstral stain. We later noticed this whole thing was surrounded by yet another, fainter ring about a foot in diameter. My wife guessed that it was a water stain from when the tried to clean the mattress. There were also dark hairs on the mattress.
Suspecting that we didn't get what we ordered, I opened the zipper mattress cover to see what was inside. The base appeared to be polyeurothane foam. I later unzipped it more and it appears to be about 8" poly on the sides and 10" on the ends. (Their website claims they use NO polyeurothane foam. I have saved copies of the bsleep.com website.) False advertising. I estimate that 33% of the mattress is polyeurothane foam!
I called Bsleep at 800-810-4370 at about 5pm that day and spoke with Steve Sullivan, the man who sold us the mattress. I told him about the stain and the polyeurothane. He claimed that everything they send out is new, but he didn't have any reponse to the polyeurothane foam. It was Saturday and Steve said I would need to speak with customer service on Monday. I told him we wanted a refund, not a replacement.
My wife called customer service on Monday and was told we would need to speak with Gary, the owner of bsleep. I tried getting hold of Gary on Tuesday and ended up speaking with Steve and leaving a message. He claimed at that point that the polyeurothane is for support—plausible, but that's not what he or the website claimed when we bought it.
I spoke with Steve again on Tuesday or Wednesday. He said he left a message for Gary and would leave another.
Finally I called on Thursday, May 19. Steve said that once we returned the mattress that they would refund the purchase price minus the shipping cost. I told him we wanted a full reimbursement plus reimbursement for our return shipping costs. I told him if we didn't get that we would contact the BBB. He said ok. We hung up.
I afterward checked their website and confirmed this to be their return policy for beds returned within the first 90 days—but not for defect.in fact, it has to be returned in the original packaging and only after 60 days but before 90 days. This, however, is not a return because we simply do not like the mattress. It is a return because the mattress is apparrently used (dirty, at least), is the wrong mattress (the 6000 instead of the 5000), and is not what they claimed (it has polyeurothane foam in it—about 30%!)
They have been totally uncooperative. We'll see if we even get any of our money back. I am sure they've sold many mattresses that are 33% polyeurothane to unsuspecting consumers. The mattress is supposed to be 100% Talalay latex, which is much more expensive. No wonder they can beat other people's prices.
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