I contacted the sales staff at 1800mattress.com for information on a Simmons Phenom mattress. I was hesitant to buy it online, even after trying the mattress in a local store, because my wife has severe back and neck issues. The salesperson assured me I had 30 days to exchange the mattress if my wife wasn't comfortable. I ordered it and was delighted when it was delivered the following day. My wife was less then impressed. After tossing and turning and waking up with burning down her arms and legs for over a week, she had to move back to our old mattress in another bedroom to get any sleep. I called 1800mattress.com within the 30-day time limit, only to find that "customer care" doesn't take calls on the weekend. I stressed to the salesperson I had called within 30 days and could he please note that in my file. I called back on Monday and was told by a customer service rep that I had needed to call within 21 days and have taken receipt of the new mattress before 30 days. That's NOT what I was told before my purchase. I was transferred to a "supervisor" Toni, who told me she'd have to get back to me. She called later that day when I was occupied at work, and when I returned her call, I got her voicemail. The next day. Voicemail, and the following, and the following... I finally got through to her today and she informed me the "best they could do" was a $600 credit. On a $3000 mattress that my wife can't stand to sleep on??!
My advise. Buy from a company that lives up to their salesperson's claims.
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