Mattress Forum

If you got it at a deep discount like Ostock, then I'd keep it. But if you paid more or less full price for it, then I'd return it.

Problem with tears like that is that they just get worse.

In all of the moving of layers that I have done to try and get to the proper configuration for me, it has never developed any additional dimensions to the tear. As you can see in your photograph you are having to pull it apart with your fingers to show the degree of damage. Once the latex ( and here I'm talking about 100% natural as that is what I have and is my only experience) is encapsulated in the cover any additional tearing is extremely remote. However when you handle latex you do have to be careful to not grab it in a fist and pull on it hard, as it will tear. But under reasonably careful conditions the moving of latex has not caused any problems for me. And as I said, the original small tear has not increased in size.

I think a lot of it depends on two things. The quality of the latex in question and how careful the user is in the way they handled it. Once it is zipped up in your cover it doesn't make any difference, at least that has been my experience.

Where did you get it and what kind of latex is it?

I think I agree with eagle2 - I have it in a zippered case and no reason to ever take it out, so I don't see how the tears can go any further.

jimsocal, I paid full price for it. I had already ordered a topper from this company and it was perfect, so I was really surprised to see the condition this one arrived in. I'm aware latex has imperfections, but I think these tears, esp. the longer one, go beyond that.

KimberlyH, it's 100% natural Talalay latex. I'm not sure if I should post the name of the company on the forum. Is that against the rules?

Thing is, it's on my bed zipped up in the case and I don't want to take the whole thing apart, find a carton, wrap it up and haul it off to FedEx. The thing weighs 50 lbs., it's not easily transported. I thought they might discount it, seeing as I feel I was shipped damaged goods. To my surprise, I got a very arrogant response from them.

The Customer Service rep forwarded my photos to their warehouse manager. He response was then forwarded to me:

If the customer is not satisfied with this product we will be glad to bring it back.  For future reference please make sure the customer knows that raw latex toppers will have imperfections beyond our control.  Moving forward, we will not accept returns for imperfections in latex toppers.

 

And the CS rep added: At this point, I will allow you to make a decision regarding whether you would like to have the product replaced.  As you can see above, we cannot guarantee that each piece you receive will be as picture perfect as the first one, however each piece will be extremely comfortable and do its job well. Let me know what you would like to do.

I think their attitude sucks. I was a repeat customer, but needless to say I won't be a customer going forward.

This always the best choise it seems to me. Vote with our $'s.

That is one of the reasons sites like this one are so important. So us "Little People" can be heard. We get to have our say and many folks can read all about it. I would post there name. Board members are inteatled to know how companys threat there paying customers.

Thank you for posting!!

Then again, I don't know what 'imperfect' latex looks at as opposed to 'damaged' latex.  What is the difference, exactly?  If I bought damaged latex or imperfect latex, I'd be confused about which it was.

If it is going to be enclosed the whole time, then I see little reason to return it. See, my layers often get changed around and none of them are enclosed, so then a tear like this does become an issue. You can buy special glue for foam to spray it and keep it closed but the glue is probably toxic to some extent. Also it makes a bit of a hard edge around the seam.

If it was me and it was going to remain enclosed I would not go to the trouble of returning it.

I'd like to know so that I can be sure not to purchase from them in the future.  I'd return it solely on the principle of thier approach and attitude.

I am in total agreement with Kimberly, that I would not do business with this company.

I would not do business with them, NOT because they sent a damaged piece of latex - that can happen with any company. But rather, the fact that they said in the future they will not guarantee that any piece is in better shape than this one so would not offer a return or anything on it. If they'd said, "Oh, sorry, we shouldn't have sent that out, we'll send you another one or offer you a discount", then I'd say "That's fair!" But to say that it is "just an imperfection" and not damaged, is b.s. imho.

I think it's up to them not to accept damaged latex from their supplier and to make sure it does not get damaged in their warehouse. So therefore they should not send out damaged latex.

I think a smaller tear, like maybe one inch or so, or a small "scoop" like my Dunlop piece has, is "imperfection", but THIS is damage, and I don't like their attitude about it.

Please tell us who it is.

I get tired of some businesses attitude.  In these difficult economic times I refuse to put up with this attitude anymore.  I don't have money to burn.  If they choose not to cooperate they will lose business because the internet does spread truth about companies.

I was thinking rockymountainmattress.

The thing is, it's up to them (whoever sold it) to inspect it and make sure it's good; OR to make it good when a report comes in that it is damaged. Especially when photos are taken and sent.

When I got substandard goods from SleepEZ, they were totally agreeable to making it up to me. They offered me a good settlement without my having to say what I wanted to do or anything, they just came up with a good offer, I jumped at it, and appreciated their willingness to "make it right". That is how business should be done, and because of it I will order from them again. But this company - whoever it is who sold these damaged goods - is taking the attitude that "damaged goods are okay."

So, I'll vote with my lack of business to them, to say "No, it's not."

Again, it's no big deal that it has a tear; what IS a big deal is not offering a discount or something in return for the damage, and accepting fault for it instead of saying, for all practical purposes, "That's the way we sell stuff, so in the future, we don't want to hear about it!"

If I may get on my soap box for a minute, this is the "new attitude" of U.S. businesses and I don't like it. It used to be that many businesses felt the "customer is always right" and that is, to me, what makes a good company. This new attitude reflects a short-sightedness. Instead of buidling good word-of-mouth like Flobeds and SleepEZ, they are building "bad word of mouth". That is short-sighted and NOT the way to build a business, especially in this age of internet forums and reviews.

Here's an update on the situation: I let them know how disappointed I was in their customer service, saying I would no longer be a customer of theirs. I received an e-mail telling me that there's a miscommunication and they want to pay the cost of the swap.

I don't have the time or resources to swap latex. I don't want to take it off my bed, I don't have a carton, and I don't want to haul a 53 lb. box to FedEx! I'm going to write back and see if they'll offer a rebate. I think it's only fair considering I paid full price for something that was received in less than satisfactory condition.

Would I order from them again? Well I got one topper that was perfect, and then this damaged topper, so their track record is 50/50!

I believe I would rephrase the statement, "latex is super fragile" to say that "it is somewhat fragile if handled improperly."

My principal experiences has been with all natural latex. But I did have one piece of blended latex and it seemed to handle pretty much the same as the all natural. This has been discussed on the form previously. The principal thing to keep in mind is that natural botanically grown latex is quite "floppy" and is heavy. Therefore it has to be handled judiciously.

The way that it has been described on various websites is that, a half piece of 3 inch latex from a California King mattress should be folded in thirds, like a letter, then lifted so you can get your arms around it and move it that way. The last thing you want to do is grab a handful of it and pull. Latex is also very "clingy" and will adhere to any other latex that it is next to. If you try to pull the latex with your hands, by grabbing it, my guess is that 9 times out of 10 you will tear it.

But by handling it as just described I don't believe I have ever torn a piece of latex, and I've handled quite a few.

eagle2 great point about folding the latex in thirds, I read about doing that here and it made setting up my bed so much easier. Another hint in handling latex - have a friend to help if you need to move it around because it's so clingy. Standing on opposite sides of the bed, each one of you should extend your arms and slip them under the latex to gently lift and reposition.

I'm soooo glad I found this forum. You folks are not only knowledgable and helpful but friendly, and I can't tell you how thrilled I am with my new latex bed! Thanks to all of you!

Something is better than nothing for a refund

More importantly how are you sleeping?  Your shoulders are doing good I hope?