MexiCeltic C.
Poor mattress; worse customer support
I have been trying to get some response from the company on a Plank queen sized mattress we bought 2 years ago. It is no longer firm and was warrantied for much longer than 2 years. I tried using the online customer service which refused to assist us since we purchased it in a brick and mortar store (even though the mattress is shipped from the manufacturer). The first date of my contact with the online customer service was 2/16/2022. It was not for two weeks that they finally responded and said we needed to go to the store for a warranty issue. So I did and spoke to the "manager" at the location, Mr. Ybarra. He said we would need to have inspectors come to the home and look at the bed. It took more than a week, but they arrived and only took measurements and looked at the box spring. They never sat or even pressed on the mattress, only took measurements. We waited and got no response. So I called and was told by the manager that we would need to talk to the salesperson (from two years ago) about the bed to have him come out, sit on the bed, feel if it was sagging and authorize a "warranty service". We have not heard from him. We waited two more weeks and then went in this week and spoke to the manager again, Mr. Ybarra. He said he could not do anything, we needed to speak with the salesperson who sold us the bed and the salesperson would arrange a time to come out. He was allegedly going to be at work the next day (he has never been in the store when we call or stopped by). I have now been trying to get some relief as this bed is horribly uncomfortable and causing severe back and leg pain. I've had an x-ray and MRI of my back and there is nothing wrong with me that would cause this pain, so it must be muscular and since I am mostly fine after getting out of bed, sounds like the bed is the issue. I want a refund for this bed so that we can get a decent mattress from another store.