Mattress Forum

That's the kind of info I was looking for -- thanks so much, budgy. (I've been reading some of your other posts, and was hoping you'd pop in here.)

And thanks to everyone else who responded. I'm still corresponding with a customer service rep from LI; she's conferring with their quality department and will get back to me. I'm impressed to have gotten a response from someone at LI -- I wasn't expecting that, since I had emailed just SLAB -- and the responses from both SLAB and LI have been prompt, polite, and informative, so I think that speaks well of both companies. We'll see how things go.

Short version: Resolved, with SLAB & LI showing why they have a great reputation for customer service.

Longer version: Reps from both SleepLikeaBear and Latex International have been very helpful & communicative. I wasn't expecting direct involvement from LI, but SLAB notified LI of the problem, and the LI rep jumped right in and put in considerable time on the issue, even though she was on vacation and had limited access to email.

I did send a few photos, and based on those, the LI quality-control people thought the crumbles were normal -- not in the sense that latex would keep crumbling, but because when the latex cores are cut, even with very sharp knives, some amount of dust and some crumbs are inevitable, just as you'd see cake crumbs on a serving platter after you cut out a slice. With the topper, you take it out of the bag, shake off the crumbs, put the thing into whatever fabric casing you're using, and that should be it; no more crumbs, and performance should not be affected. This is all useful information. (Both reps -- SLAB & LI -- provided thorough explanations.)

Because the photos I sent can't show everything, and this is the first time that the issue of crumbling has been raised to SLAB, LI wants to examine the topper (to stay on top of quality control), so I shipped it off yesterday, directly to LI in CT.

Normally, a replacement topper would not be sent until after LI had examined the one in question and evaluated its quality. In this case, though (this was my 3rd SLAB purchase), they are sending a replacement topper anyway. It is coming directly from LI, and it should ship sometime next week. So, basically, LI is making a warranty exchange -- possibly at SLAB's request -- even if it turns out that they didn't have to, and SLAB is waiving any restocking fee that would normally be charged if the item is found to be of normal quality (i.e., the crumbs stop coming off).

So, I'm very pleased. Both companies are taking quality control and customer service pretty seriously.

Where is the crumbly?  On the edge where there may be a cut?  Or on the top/bottom surface?  A picture here would be helpful.

Maybe natural Talalay-processed latex is softer than Dunlop-processed latex? Maybe 1" layers are harder to manage than 3" layers? Or maybe Savvy Rest shakes off any little latex bits before packaging the layers? Dunno.

My blended Talalay toppers from SLAB have been fine. That's why I initially posted -- to ask if the all-natural stuff is different (or to what extent it's different), because I didn't know what to expect and had only the blended stuff to compare it to.

The few photos I took really don't show anything useful -- that's why LI wants to see the topper itself. (The tiny bits weren't just on the edges; they were all over -- but they could just have been left over from the core-cutting.)

For anyone who's considering ordering from SleepLikeaBear, I wouldn't hesitate; the other toppers I've bought from them have been just fine, and the customer service has been great. 

I sent the N3 piece in question to LI, as instructed. They inspected it, and said that it was fine, and that the little crumbles were left over from the cutting process. I had described it as best I could, but there wasn't really a way for them to tell for sure except by looking at the actual piece.

The replacement N3 topper came yesterday, and it was carefully packaged (not a single crumb), and it was perfect. They even sent me a seamless piece, though the seam in the first piece, while not expected, was not a problem. Pretty great customer service there.

"Sleepswithcats" asked: "If you wipe off all of the latex crumbles is the latex perfect? ....  Is the color uniform?  Does more latex crumble off the mattress with handling?"

The color was uniform. Lots of tiny bits of latex came off the topper every time I handled it -- that's why I asked about it -- but they were apparently left over from the cutting process and would have stopped coming off eventually. Honestly, I did not have time for extensive testing. (I'm just glad it was on a day when I didn't have to go into the office for any meetings.)

To be clear: When I contacted SLAB about the topper, it was more of a request for information than a complaint. My wording was along the lines of "this is what I've observed in the first two toppers I bought from you [they were perfect]; this is what I've observed in this N3 piece [the crumbles]; what can you tell me about it?" SLAB forwarded my note to LI, and we went on from there (with 3-way communication). LI asked to see the topper; I sent it; they offered to send a replacement; and I accepted the offer.

The new N3 piece is on my bed, under my 24 ILD Talatech piece.

-Catherine