Top critical review
Poor return process that makes it impossible to return
Reviewed in the United States on August 28, 2018
I moved apartments and got this Mattress mid June, it came with high recommendation from a friend. They suggested buying directly from Tuft & Needle but since I'm a regular on Amazon, I ordered it here without second thoughts. That was my mistake. I noted the 100 day return policy while ordering. The mattress didn't work for me and my husband as we were constantly having back aches. After giving it a month, we decided that this is not for us and initiated a return. The UPS guy game to our apartment for pick up, I had everything ready but had to stick tape on it. I hadn't done it before for ventilation, it would have taken 30 seconds but he said he couldn't wait and gave us the label and left. We booked a uHaul later for this and took the mattress to the nearest UPS store. We wrapped the mattress in the cover it came in plus another cover that we got from Home depot. The people at the UPS store said that it has to be put in the box that it came it. It is impossible for us to compress the mattress and put it in the same box, hence I called Amazon. It was the worst customer representative ever, he first denied the 100 day return policy and then transferred my call to UPS saying its not Amazon's problem and asked me to schedule another pick up. I did so, paid more money for the pick up and had the mattress right next to the door this time. I also let them know that I'm not able to put it in a box and confirmed that it is ok for pick up. UPS guy came again and said he can't take it unless its in a box.
We have gone through so much pain to return this mattress, spent over $100 in this process with the Uhaul and everything but have no idea how to compress the mattress, hence not able to return. We got another mattress, from the same brand we had before and this one is laying around all wrapped up as a waste. The 100 day return policy is a total eye wash as it is impossible to return this mattress.