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I discovered two tears in a latex topper I received. Would you consider this damage, or normal imperfections inherent to latex? |
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KimberlyH wrote: Definitely damage. None of the layers in my queen latex mattress had any tears and barely any imperfections. If it's returnable, I'd return it, and here's why: if all the reports are true, our latex mattresses have a real lifespan of 15-20 years or more. Over the relatively short time most of us have had our latex a tear like this might not be too bothersome, but over the lifespan of the latex it might become an issue. Where did you get it and what kind of latex is it? 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:
I think their attitude sucks. I was a repeat customer, but needless to say I won't be a customer going forward. |
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Narnia said: "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!! This message was modified Mar 17, 2010 by eagle2
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That's really low of them how they try to shield themelves from selling damaged latex by saying it's imperfect. I guess its the latex sellers' equivalent of PU foam sellers' 'your sagging mattress is not defective and your warranty says so so it must be true."  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.
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Yes, it is a hassle to return it, and so I can see why you might not want to. But in my opinion that is DAMAGE, not an imperfection. Please post who it is because I don't like their attitude and prefer not to buy from them. Yes, it's okay to post who it is. 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. |
| the first rip is definitely unusually large in terms of the length. I really don't think these are going to effect the life of the product significantly. I would ask for an exchange for another piece or even maybe a small credit. My logic on this as follows if someone bought a topper from me....even if I don't think its defective, if its defective in my customers eyes then I will give them some options on what we could do to make them feel better about their purchase, id either offer to exchange it, or offer a credit of say maybe 10~30% depending on how minor or major the defect is to see if they would want to keep it. |
| I have had some small tears and little chunks torn out in a number of latex pieces. Not as big as your tears though. It has not botthered me, but I would worry about it getting larger when handling. I glued one of mine to try to prevent further damage. Not sure what the best type of glue to use though. |
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I would like to know what company this is - we talk about specific companies all the time. This is what we are here for, to discuss our options, look at people's set ups, and find the best companies to do business with. It's not against the ruleds for US to name companies, we just don't want companies touting their services on this forum.
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. |
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KimberlyH wrote: I would like to know what company this is - we talk about specific companies all the time. This is what we are here for, to discuss our options, look at people's set ups, and find the best companies to do business with. It's not against the ruleds for US to name companies, we just don't want companies touting their services on this forum.
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 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. |
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I agree about stating what company, I did, so have others. I already know who by my deductions. But I can tell you if they can't at least discount it for a little I wouldn't do business with them again. It is damage by a human's touch, so therefore why should you eat the cost? I have eaten many of costs because of bad business so I understand your not wanting a hassle. 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. This message was modified Mar 18, 2010 by Leo3
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| In the past she bought from rockymountainmattress and foamsweetfoam. My guess if rockymountainmattress, since I also had a small tear in one the pieces I got from them. I am not even sure they would inspect them. They may come pre-packaged or drop shipped straight from Latex International. |