We are not in the business of naming names and embarrassing the competition. We deleted the name of the company whose review we copied below. This company tries to spin the fact that people can swap in and out individual layers in their latex and they try to lead people to believe that this is advantageous. A number of people have written online complaints about this company's mattresses and this is one example:
I was in the market to purchase a latex mattress, which as many people know can be fairly pricey. I chose (WE DELETED COMPANY’S NAME) given their price and the ability to swap out different layers if I was unhappy. And finally, FREE RETURNS! Which I will get to in a minute.
Like others have said, when I called to order they insisted the sale was ending and I should buy now, the sale was extended after my purchase date, big surprise here.
The mattress arrived quickly. Overall, quality seemed pretty decent, however, mattress was way too hard and just wasn't a fan, so I tried to exercise the free return. When doing so, you never get someone on the phone, you always have to leave a message with this lady and she calls back, which they did always call back, ill given them that. However, I was convinced (Sold) to try and swap out the top layer. I agreed to try it, but note, it cost me a $200 deposit which would be refunded if I sent the original layer back.
When it arrived and I went to replace the layer, the two layers in the original mattress were fused/stuck together in parts. This caused me to tear the latex in certain areas trying to separate them. I was under the impression they would be two loose pieces, this was not the case.
I tried the exchange, but still wasn't happy, so decided to return everything with the FREE RETURN.
So I call them again and they email me return instructions. Let me tell you, these instructions are not on the website, they are as follows:
"Please wrap the mattress in heavy plastic to protect it during shipping. You can place the mattress in a large box or you can piece together several boxes as long as the mattress is adequately covered. We recommend folding the mattress like a taco, wrapping it in plastic and taping, putting it in the box and securing the box or boxes with strong tape."
If you have every dealt with a latex mattress, they are very difficult to move, let alone find a box for it to fit in that won't tare to pieces!
I had to purchase a box and plastic shipping wrap and a whole bunch of box tape (not a free return anymore). If I was an older person or lady this would have been an impossible task.
Personally I think they offer advertise free returns because the reality of someone actually accomplishing a return has to be like 1 in 10, and they say they only have like a 1% return rate or something crazy. I think its because people can't get it packaged up, but thats just a guess.
Overall, I would do an incredible amount of research on latex mattress before ordering from them, just don't purchase with the comfort of the free return because you will likely be keeping whatever you end up ordering.