First of all, I want to make it clear that I am happy with the product. The issue is with the willingness of the company representatives to resolve a discrepency regarding the sleep trial / warranty. I purchased their top of the line Split King Adjustable Bed with mattress. This consisted of two separate mattresses of a medium firmness. One mattress was too firm for my wife given her weight. We fullfilled the requirement of the sleep trial and exchanged the mattress for a softer mattress. Up to the arrival of the exchanged mattress, satisfaction was achieved. The new mattress arrived and had some acceptable differences compared to the original mattress (new mattress was from a different manufacturer). However what was not acceptable was the gross difference in the dimension of the exchange mattress. The exchanged mattress was approximately 2 inches less in height and several inches shorter (head to toe). [continued below]....
..... Now the ordeal to correct the situation starts. We contact the representative / sales person from the initial purchase, explain the situation and we are told to wait 24 to 48 hours the mattress will expand. Ok, since it was vacuum packed for shipping, as was the original purchased mattress, noting the original mattress came at the proper length without waiting the expansion period. Anyway the mattress did not grow several inches and we are told to continue to "wait and see" and told to drape the mattress over something in order to influence the mattress to stretch to the proper length. I am skipping the details of phone calls, emails, passing the buck to another representative, referrals and finger pointing since the company used a different manufacturer. Which in itself is odd since this company claims to be a "Factory Direct Manufacturer". The representatives are more than willing to try all options with the exception of the replacement option. It has been four days and the mattress still has not grown the several inches in length nor raised to the hieght of the other mattress. Of course the representative is committed to our satisfaction as long as it does not include an exchange of this obviously defective mattress or addmission of responsibility. Bottom line the ordeal to correct a defect and hold the company to it's warranty and gaurantee promise is a deal breaker in my book. For this "after sale" business conduct, the company receives a thumbs down and I will not consider or recommend any purchase from Adjustable Beds Direct.
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