S C.
Won't uphold 99 day sleep guarantee
Shipping went well and the price was good for a Labor Day sale. Ordered a split king adjustable bed frame with 2 twin XL mattresses. I ordered firmer than our previous mattress from a different brand because as I'm getting older, it appears I need it. Everything arrived quickly and all on the same day. Assembly was easy. Unfortunately, the mattress is too firm for my husband and he was having back pain. We stuck with it for 30 days to follow the directions in their 99 Day Sleep Guarantee policy they have on their website, and even tried a mattress topper with no luck. Reached out to Eshine because of their guarantee which promises no hassle returns and exchanges if we are unhappy at all. Initially they flat out refused. When I sent them the link to their policy on their own website, they then said okay, we will, but you have to pay $300 to have the mattress compressed and shipped back. When I again pointed out their no hassle/free replacement policy, they still refused without the $300 compression fee, but offered me $150 to buy a mattress topper. By that point I was fed up. I filed a dispute with my bank and let them know. They then offered to follow their policy finally. I ordered a replacement mattress since I would be reimbursed per the email. Then they emailed and said it was out of stock with no expected ship date... didn't refund me for that order either! Then multiple emails about which mattress we would want instead. None of the 12" mattresses in stock were any softer than what we had, and I need both mattress heights to match obviously. So I told them I guess the only option is for them to replace both our mattresses with 14" options. They said they would, but that they would only refund me 50% of the replacement mattress I purchased.... why?? I never got that mattress, they never shipped it and they haven't refunded me anything for it. Why would they keep 50%?? The 14" mattresses are actually cheaper than the original mattresses we ordered so it isn't because they want us to pay the difference to get replacement mattresses. While the product isn't horrible, you CANNOT trust that they will guarantee you will be happy with your mattress. Which for an online mattress company, you have to stand by your guarantees.