I purchesed a mattress from http://www.overnightmattress.com/ early this month. It was supposed to arrive on September 7th. It did not. When checking the tracking on the 7th, I saw that it had not even gone out yet. I had to email them to remind them to ship my mattress. They said it would arrive the next day. It did not. I came three days later. It was not very comfortable, so I completed the online form needed to return the mattress and exchange it for a new one. After several days with no word from Overnight Mattress, I emailed Overnight Mattress asking the status of the exchange. Overnight Mattress said they did not know what I was talking about. I emailed Overnight Mattress the link to the form that I completed (http://www.overnightmattress.com/mattress_return_form.asp) and they did not respond back.
I waited several more days and called them. Their office was closed which I thought was odd because I ordered my mattress on the phone pretty late at night. Apparently they only take phone calls for new customers and they ignore concerns from existing customers. So if you have to reach them about a product you already have, then just make sure you press the number for new customers, otherwise you'll be asked to leave a message. I left a voice message, but no one returned my call. So I called again a two days later and dialed as a new customer. They told me someone would be calling me the very next day. Three days later, and still no one called me. So I emailed them. Their response was that someone would be contacting me "shortly." I emailed them back asking why they could not just mail out a new mattress as is stated they can do on their website. No response. This issue is not yet resolved. At this point, I've told them that if they cannot guaranteed I will get a mattress by next Friday, one week from today, I will return this and buy a mattress locally. Has Overnight Mattress responded? You guessed it, NO they have not.
Overnight Mattress has terrible customer service. They only want to get your money and could care less about your satifaction with the product. That is very apparent in how they deal with existing customers vs new customers. While Overnight Mattress says they will pay for shipping for returning a mattress, it appears that I will have to pay because they are ignoring my request to even exchange the mattress. I will have to pay out of my own pocket to return a mattress to Overnight Mattress. I will also have to file a dispute with the credit card company used to finance the mattress to avoid charges for this mattress. So the 120 nights risk free trial they offer is only risk free if you consider having to pay shipping for returns and file disputes with your credit card company risk free.
Do NOT buy from Overnight Mattress! They should in reality call them selves Maybe in a Few Weeks Mattress. This has been one of the most frustrating experiences buying from an online company!