Forever lost a lifetime customer. No longer worth the risk of buying.
We have bought 7 of their mattresses over the last 10 years and have recommended their product to friends, leading to probably 3 more sales. My daughter had to replace hers after her cat urinated on it! She got rid of it and got the replacement, it was so soft that it clearly was mislabeled, as she ordered it in Firm. She knows this mattress, she's slept on one for years, there's no guessing here. So much for their 100-day warranty. When we called, you wouldn't even believe the things they wanted her to do, like placing items on both mattresses to show the softness is different. Guess what? The old one is long-gone. They asked to send the 7 proof-of-purchase on the other mattresses purchased, which was done. Bottom-line - (1) They knew we loved their product, have purchased 7 of them over the last 10 years (2) they had a 100-day warranty, which is important for an on-line mattress purchase (3) we knew this was a simple slip-up that could easily be made right. None of it seemed to matter in the end. My daughter - who doesn't make a lot of money, had to swallow the cost. They've lost a long-time customer, likely a lifetime customer, forever.