Custom Comfort Beds

I am rejecting this response because: Pictures have been sent showing the depression of over one inch on different occasionsThe mattress was clearly on the floor as there is carpet in one picture showing that the floor is levelIt is excuse after excuseThe box spring I have on the bed is less than months old and I have told Custom Comfort beds thisI purchased a new one thinking the bed is not very old maybe this is the problemThe other excuse is the bed frameI have an all wood bed frame that has a middle support with slats only leaving 3/inch gaps across the whole length of the bedI have not slept for months on this mattressCustom Comfort has blamed everything except the fact that the memory foam could have been badI have asked to deal with the mattress manufacturer directly and I have been informed that only Lane can help me with any possible warrantyAfter hearing this and finding out that the cover label is just that a cover labelI feel I was mislead with the purchase of a memory foam mattress that is manufactured in some unknown locationMaybe Lane garage? This is not the product I thought I was purchasing

As we discussed with *** over the phone, in order to do a warranty claim, we simply need to see the following:1. Place bed directly on floor2. Place a board across entire mattress3. Snap a picture getting entire mattress in it4. Snap a picture with a view of entire mattress showing it is flat on the floor5. Hold a ruler at any area that appears to be an impression, and snap a pic of that.(from a distance & closeup)once we have pictures of the above steps we can easily find out if her bed qualifies for warranty coverageany further questions please feel free to call us ###-###-####

Customer satisfaction is very important to Custom Comfort Beds.  We are sorry that [redacted] isn't satisfied yet at this point. She purchased a Cool-Gel memory foam mattress from us on 3/24/14.   We have been in contact with this customer since 6.23.15 when she had left a message with...

questions on her mattress, that same day we called her back and left a message that we are happy to assist and to give us a call back.  We didn't hear back from her until aprox 1year later; 6/21/2016 and we have been in communication with her on addressing any questions with her mattress or mattress warranty.  She didn't purchase the box foundation & frame from us, so in order to determine the cause of possible mattress foam compression, we simply need the measurements & pictures to be done directly on the floor. And a few pictures taken that accurately show possible compression over 1".  Once we receive that from the customer, we will be able to proceed with a warranty claim if the compression is over 1".  It is normal for some softening to happen as the mattress softens and contours around hips,back and shoulders. But if compression is over 1" then warranty applies. We have asked that [redacted] call us with any additional questions as we will be happy to assist.  ###-###-####

I am rejecting this response because: Pictures have been sent showing the depression of over one inch on 3 different occasions. The mattress was clearly on the floor as there is carpet in one picture showing that the floor is level. It is excuse after excuse. The box spring I have on the bed is less than 6 months old and I have told Custom Comfort beds this. I purchased a new one thinking the bed is not very old maybe this is the problem. The other excuse is the bed frame. I have an all wood bed frame that has a middle support with slats only leaving 3/4 inch gaps across the whole length of the bed. I have not slept for months on this mattress. Custom Comfort has blamed everything except the fact that the memory foam could have been bad. I have asked to deal with the mattress manufacturer directly and I have been informed that only Lane can help me with any possible warranty. After hearing this and finding out that the cover label is just that a cover label. I feel I was mislead with the purchase of a memory foam mattress that is manufactured in some unknown location. Maybe Lane garage? This is not the product I thought I was purchasing.

Initial Business Response /* (1000, 5, 2015/05/27) */
We are sorry that [redacted] is not completely satisfied yet with her adjustable air bed from Custom Comfort Beds.
All of our customer are very important to us. And in the store we explain to all customers that there is a normal break in...

period with any mattress. The best way to see if a bed is right for you is by sleeping in it at least 30 nights until your body adjusts to the new sleep surface. We do have a 100 night comfort guarantee. This policy comes with all of our beds, is given to the customer, and is posted in our store. Many of our competitors in the mattress industry have very similar policies as well. We also explain to all of our customers that we offer a comparable bed to our competitors and we also offer 6 zones of adjustable air support that our other competitors do not have. And we are able to do this saving our customers hundreds of $$. This is some of the many reasons why many of our customers come from referrals so it is our top priority to help our customers with a great night sleep, then in turn they tell their friends, family and neighbors.
4/11/15 [redacted] Purchased mattress from Custom Comfort Beds.
4/23/15 Mattress was delivered.
4/28/15 Renee called and expressed mattress not feeling perfect yet the first 4 nights, and she would like to be able to attached her headboard to the bed. We explained that the headboard bracket is a special order accessory item that we could order for her. And if she would like, we offered to supply it free of charge. We also discussed that there is a normal break in period with any mattress. And it takes time to find her favorite firm and soft air settings for all 6zones. The best way to see if a bed is right for you is by sleeping in it at least 30 nights until your body adjusts to the new sleep surface.
And if after 30 nights and before 100 nights, they can call us and we can help them, based on their needs, find an alternative sleep surface within our component based Custom Comfort Beds sleep technology. And we are able to do exchanges on their mattress. And Custom Comfort Beds has many types of mattresses and comfort features that will be able to help them get the very best nights sleep.

100-Night Comfort Guarantee
Choosing a mattress is one of the most important decisions you can make. And we want to help make sure that the decision you make is the right one. So we invite you to test your new mattress in the best place possible: the comfort of your own home.
The 100- Night Comfort Guarantee begins the day your new bed arrives in your home. After delivery, we'd like you to sleep on the bed for a full 30 nights, to make sure you're 100% comfortable. The best way to see if a bed is right for you is by sleeping in it at least 30 nights until your body adjusts to the new sleep surface.
If, after sleeping on your bed for a full 30 nights, you are not completely satisfied, simply call us and we will help you, based on your needs, find an alternative sleep surface within our component based Custom Comfort Beds sleep technology. If your reselection is of lesser value than your original purchase, the difference will be applied to a store credit. Should it be necessary to return your purchase, store credit (less delivery charges) will be given; there are no refunds on mattress purchases, pillows or mattress protectors.
There are no returns or exchanges on the Adjustable bases, floor model, closeout or demo bed models or special order sizes (twin XL, full XL and California King).
Any exchanged beds must be free of marks, stains, odors & a Custom Comfort Beds mattress protector must be purchased at time of sale.
A valid receipt is required on exchanges.