My major concern was getting a soft comfortable mattress. I can't sleep on a hard bed. I toss and turn in misery all night long. On vacations, I have had to sleep on things like pool floats and the cushion from chaise lounges because I could not tolerate the mattresses. I made this very clear to the salesman, this was my priority.
The salesman, Jeff, pushed me away from the more reasonably priced mattresses to the expensive ones that have the different "color" choices of hardness. Here they call it "Sleep to Live" mattress, it looks like the call it something else other places, as I see at least one other person has pretty much the same complaint. He got a red/red bed, the hardest of all. Anyway, it was just like buying a used car - "I'll throw in this, I'll discount that", "Let me run some numbers"...
So I made my selection after about 2 hours of testing the different price mattresses and the different color hardness options. I was stupid enough to think that I could have a soft half and my husband could have a more firm side. I was going to be paying $1500, twice the money I had intended to spend. But I was led to believe this wonderful bed with the great warranty would be so very nice for me, what a [censored] I am.
When we sat down at the desk, he again said something about how happy I was going to be. I said, "If I'm not, I will be coming back". It was at this time, he told me about the no return policy and the $250 exchange fee - for a more expensive bed only. I thought, "That's incredibly wrong" and I should walk out. Trust your instincts, folks, they are usually right. But I'd wasted all that time and I had a deadline to get my bed situation settled. I thought about how much time I'd spent on the showroom beds and I'd made a good choice. I'd be happy. Those policies would not apply.
The mattress was delivered the next day. The 2 men did not speak English, did not know how to put together the frame pieces to fit to my headboard and did not have the proper tools. I had to show them how it was supposed to fit together and go get my own wrench. They were going to finger-tighten the bolts that were going to hold my bed frame together!
That night, I made up the bed and hopped in, ready to enjoy my lovely new bed. It took no more than 10 seconds to realize this was not the firmness of mattress I'd ordered. The tags at the base said "green" and "blue", but the sides were identically hard. I tried to sleep in the bed, but I was so uncomfortable. At about 3 am, I had to resort to my old bed to get a couple of hours sleep before I had to report in for work.
The next day, I called and asked for my salesman Jeff. A woman said he wasn't there, but she'd be happy to help me. When she realized I had a complaint, she blew me off to 1-800-SLEEPYS customer service. The woman I spoke to there was absolutely no help. She gave me what seems to be the party line, "You have to sleep on it long enough to let your body get used to a new mattress", "you have to break it in, it's a brand new bed from the warehouse", "lots of people have been laying on the beds in the showroom, so they are much softer", etc. She said I would have to speak with my salesman.
The day after that, today, I was able to speak with Jeff. I said this is not the bed I chose. He parroted those points listed above over and over. I recounted that I cannot "get used" to a hard mattress. Jeff said he had told me I'd have 21 days to decide if I liked the bed, which is true. He said he told me that the bed would need to be broken in, which is not true. I told him, "If you had said that, I would have replied, 'So the quality of your beds is so poor that they are significantly different in 21 days'?"
He tried to compare the situation to buying a pair of shoes, how you have to break them in. I said that if I don't like a pair of shoes in the showroom, I don't buy them and when I do buy, they are the exact ones that I have tried on. So we went around and around like that. "You have to give it a chance" ->-> "I can't tolerate it" ->-> "Let's be honest here, it's a brand new bed. It's going to take time to become like the one in the showroom" ->-> "There's no way I can sleep on this bed".
Jeff said in 21 days I could decide to exchange the bed for a more expensive one and the $250 fee would apply (Not to mention whatever it would cost me to get a truck to bring the mattress set back, etc etc.) "It just doesn't make any sense to exchange it now. My boss won't let me. I'll make a note that you can have 60 days to get used to it". I had said the $250 is bogus and right now, it's still a brand new bed.
Bottom line, I feel Sleepy's via Jeff has misrepresented the product. This looks very much to be a bait and switch tactic. It is obvious that this is not the first time the question has come up based upon the pat answers I have received. It is my own fault that I was dumb enough to be pushed to an expensive mattress I really can't afford, but that's not my complaint. If I had the nice soft bed I thought I'd purchased, I would work it out and not be complaining. But you see, I could have paid about a thousand dollars less for a horrible bed that I hate.