TurmerryReviews of turmerry.com

OVER A MONTH AND STILL HAVEN'T RECEIVED MY MATTRESS I ordered my mattress on September 7th for the Labor Day Sale. Despite the statement on the webpage that has since been replaced, but said at the time "most orders placed before 3pm ship same day", I didn't receive mine until 9/23 AND IT WAS THE WRONG MATTRESS! So I had to shlep all of the heavy boxes for the wrong mattress layers to the FedEx store, reship them back, and await my corrected mattress. Added to this, is the fact that, because I was watching the tracking information for my original order and expecting its arrival- I gave away my old mattress to make room for the new one on the day it was expected to arrive. I timed it perfectly. But, since it was wrong, I have been sleeping on my couch for the past 3 weeks. And I still have not received the correct mattress. You can't talk to anyone on the phone, or at least I never got through to anyone in my many attempts. It's all by email, and takes about 24 hrs for a response. So, if you have a question, or they ask one, it's an additional day's turnaround to keep the conversation going. This has been a nightmare. I have an thread with over 25 emails back and forth between us. I was finally told that my correct mattress was backordered and they 'expect it to arrive in their warehouse this week". But another week has gone by and nothing... And I am still on my couch. Unfortunate, because the one layer of the mattress I opened before realizing it was the wrong one-- DID seem well made... and I am guessing if/when I finally get the correct one I ordered, it will be comfortable and I will be happy. I just seem to have to pay my dues, and wait my turn, in order to get there! No bueno when you shell out thousands of dollars! We expect good customer service.

I was seriously considering a $200-300 latex mattress topper from Turmerry, but I needed help figuring out which thickness & density was right for me. When I called for advice, I reached a call center that gave a rote answer based only on my weight and sleeping position. They recommended the most expensive option (3" medium firmness) and rushed me right off the phone without answering any of my other questions. I was on the phone less than 2 minutes, and that includes a lengthy period of ringing, then some hold music and some inexplicable silence before someone actually spoke. So I called my other top choice instead. Sleep On Latex was friendly, knowledgeable, and took several minutes to talk through all my questions and concerns. We settled on a 2" soft, because I basically like my mattress and was worried about making it too soft. I just want to relieve the pressure on my hips, without drastically changing the overall feel of the mattress. I would have been happy to invest in the 3" if that was the right choice, but Turmerry rushed me off the phone without having a conversation about what I actually needed. Needless to say, this did not inspire my confidence if I should need help with returns or anything else. They may have a good product, but there's no way I'll buy from them if they show such disinterest in actually helping their customers.

Purchased a 2”king mattress topper with factory installed cover (extra $42 for the cover). The latex foam topper is fine (not magical, but fine). The cover is an ill-fitting loose sack that hangs. I wrote to customer service—with attached photos—requesting a refund on the cover ($42 of the $350-plus spent). Their reply: remove cover, wash it and see if it shrinks. If it doesn’t shrink to fit, remove it again, cut it up, and send photos of the cut up cover. Only then will they refund the price of the cover. The entire point of having a factory-installed cover was to eliminate wrestling a giant piece of latex into a zippered cover. Turmerry removed all accountability from themselves and put the work of fixing the situation on the customer. UPDATE: In addition to this review, I wrote to Turmerry again requesting a fix for the ill-fitting cover. Similar answer (cut it up and send photos). But once they received notice of the Trust Pilot review, they contacted me and said they would indeed refund the $42 and, in exchange, requested I update this review to reflect the refund. It’s a shame that appearance and public perception were more important than customer retention / fixing the issue to begin with.

I ordered a pillow last week and I received it two days ago. Turmerry sent me the wrong pillow. I was supposed to get a king size medium latex pillow and I received the king size soft, latex pillow. When my Homecare nurse brought it up to me and we opened it up. I thought that it was the right pillow at first and when she pulled the one I purchased out of the closet February 15, 2024, which was a king size soft, latex pillow. It was the same one. The representative Courtney made me feel bad saying I couldn’t ever return anything after this time because you can only have two returns, and I guess that they consider them sending me a wrong pillow is a return on my behalf when they are the ones that sent me the wrong pillow. They told me I can donate the pillows but like I told him I am disabled and I’m bedridden and what if I don’t have someone to donate it for me and they said I have to cut the pillow up but take pictures of cutting the pillow and send it to them before they can send me the pillows. I can understand that for the first one because that was my mess up. I didn’t know their latex quality except for a little pillow but you can’t really go from that. But the second pillow the one I just received a couple days ago that’s their mess up that’s not mine they sent me the wrong pillow, I had somebody from Turmerry call me her name was Courtney and I might’ve asked her the same question over again, but I’m autistic and I didn’t understand. I was thinking about purchasing a mattress from them but I’m not sure now because I’m having issues with returning a pillow that they sent me the wrong pillow. It’s not the one I ordered. I’m having issues because they don’t understand me. I like the quality of latex latex feels nice. It doesn’t really stink and you get your delivery pretty fast. I just wish I would’ve got what I ordered. Follow up Turmerry fixed my issues I had with my pillows and are sending the correct pillows. Thanks you Turmerry

Terrible Customer Service. I purchased 4 layers of Organic Latex to make a mattress and a cover which was quilted and expensive. The King Matresses measured 75.5"X79" But the cover was 72" X 79" The cover was too small for the mattresses. When I called the company they had me going back and forth measuring, taking photos of the label etc. the person from Turmerry kept putting me on hold saying he had to speak to his manager! They also told me to put it back in the box it came in and unfortunately my assistants who helped me put the mattresses together, had recycled the boxes. As I write the support guy finally got back and said they would send me a new cover. One of the reasons I purchased from this company was that it seemed to be a smaller operation and the product was made in the U.S. I thought they would be more honest than most. Lesson Learned: When possible, go with a large well known company.

My latex foam chair cushion arrived quickly and appeared perfect. Then I went to carefully remove several large stickers from the surface, and over ½" depth of foam tore off under each sticker. I emailed my complaint days ago and have not received a reply. Terrible customer service. EDIT: Team Turmerry finally replied to my complaint…but only AFTER it appeared publicly here on TrustPilot, which they referenced. Looks like they’re more concerned with reputation and reviews than responding to customers’ email complaints. The rep, Jeff, explained that the stickers aren’t meant to be removed, which I found puzzling. They’re big, they’re thick, they span a big area of one side of the cushion, and would show when the cushion is covered with a sheer fabric. There was no “Do not remove, as that will damage the foam” notice anywhere. Seems that might be a good idea, no? The rep gave me a choice of a replacement (with the same ugly, unremovable stickers) or a refund. I chose the refund…which was only offered AFTER they saw my negative TrustPilot review. The refund was made promptly. He asked me twice to delete or revise my review. So here’s my revision.

I also am experiencing delays in receiving the mattress toppers I ordered. The same thing as others have mentioned....I contact them and they say the products are on a ship stuck somewhere. It's been a month since I ordered my mattress toppers and on the App, it says only that the order has been received...no signs of it shipping. I hope also to write up an updated better review. I'm not sure yet what I feel about this company? It's upsetting that this seems to be their standard of practice.

Latex mattress toppers may be a wonderful thing, but be forewarned that they weigh much more than regular foam. The website does not provide this information. We ordered a king size latex topper in May. It finally came mid July. It weighed 55 lbs! Being a small person and a senior, I was unable to lift it. I was too afraid to even unwrap it, for fear I would never get it back in the box. I had to wait 30 days before returning it (their policy, or you are charged $59. in addition to paying for return shipping.) When I went to ship it back it cost $86 because of the weight. I checked all shipping options (UPS, USPS, FedEx). So be smart: ask about the weight of the topper you are ordering before purchasing it!