bed in a box spectacular mattress for 4 yrs then custy service blew me off about a defect for 7 months johnson city, Tennessee

been a bed in a box owner since 2007, although the tag says 2008 production date, which is not possible. anyway, this mattress - the original PAC 9" bed - began to fail in Feb. 2012 resulting in upper back aches, which is a very odd place to feel pain.  by April the bed had begun to SAG so severely that i had to pull myself off by the headboard. all the while, i had been in touch via back and forth emails with BIAB custy service.

first they rx i try a $50 "firming" pad, which upon arrival was nothing more than 1.5" of stiff fabric that had the appearance of the top of more traditional spring mattresses. um, this completely eliminates any opportunity for memory foam to be supportive and healing...DUH. then they recommended flipping the mattress to the high density foam side and adding a $199 3", 4 pound density memory foam topper (which they discounted to $129, but no longer offer). this helped me sleep soundly for the first 2-3 hours but then the SAG would suck me down into the pit of pain once again.

the problem with the custy service was the incredible 2-3 week wait for replies.  perhaps had i telephoned my ex[erience would be different?  FINALLY, after 7 months of emailing and no resolution to this issue, i was asked by a 3rd person (email subject said "damage control") to send photos of both the SAG and my mattress foundation (so they could rule out whether it was MY fault).   while lying on the mattress, i placed a level between myself and the flat part of the high density foam side and set the tape measure against my body as close as possible without distorting the distance. 

the SAG measured 2", and that's not indicative of how deep it sinks after 3 hours. anyway, they claimed the mattress looks defective and fedex a "replacement" mattress. notice i did not say NEW. well....the tags on this replacement mattress have a different/older address for the company, as well as a production date of 2007. my old mattress tags have the current address of the company. SO, my theory is, in order to not take a LOSS for selling me a defective mattress, the company retains the 120 day returned mattresses, and - since federal law prohibits sale of
"used" mattresses - sends these to customers whose mattress fails prematurely. this mattress smells very bad.   my roommates bed in a box and my older mattress never smelled this bad.

bottom line, don't offer a warranty you cant possibly defend.  if you were alive in the 60's, you likely have experienced the evolution of foam in things like helmets and knee padding and even furniture.  you also KNOW old foam from new and that no matter what, over time, foam properties deteriorate and lose firmness.  so no matter what memory foam mattresses claim, they will NOT last 20 years, or 10, or even 7.  be lucky to last 5 and feel/support as it did when you bought it.  this company, as with most memory foam bed manufacturers, is too young to make such claims, being in business since '04.  

buy this, but know it fails in 4 years and the company does not care and just delays until they hope you go away.