Mattress Forum

If I had been in a similar situation I would have returned it and I would have given them a pretty "strong" argument that in this case they should pay the return shipping costs. If it was recent (within their 30 day return policy) let them know that they are the subject of a forum discussion that could influence a lot of people regarding buying from them and that they "should" refund your money including shipping as a "sign of goodwill" to make up for what was clearly a misleading picture and description.

I am making up a similar list for Dunlop as well.

Thanks again.

Phoenix

I then phoned livingincomfort and talked with them about what you had said. The person I talked with was surprised at several levels (I told him I had talked with LI, that he was he subject of a large forum discussion, and because their product was probably not rejuvenite) and quite concerned that someone was following up with this. I also told him that based on your descriptions it may not even be LI talalay (their site also says 70/30 blend which would be LI blended Talalay). He told me that with this product someone else actually does the shipping for him and that he would follow up and get to the bottom of this specifically. To his (small) credit he was very responsive to my concerns on the phone. I will post here when he returns my call.

It may be a good time to call him and get a refund :)

Phoenix

He understood my concerns about the picture and agreed to remove it and replace it with a more generic picture. This particular topper is Latex International blended Talalay but it is not their rejuvenite label. His supplier orders the raw cores (same material as Rejuvenite) and then covers them locally. He did mention correctly that the website says the picture may not be completely accurate and my response was that showing a particular brand incorrectly was "over the line" and he agreed.

We had a good discussion and he listened carefully and was in no way evasive and was very concerned about his reputation and the service he provided. He understands the kind of outlets that are "out there" and does not want to be lumped in with the "less reputable" ones. I have to in all fairness say I was very satisfied with his response.

He also mentioned he had talked with you this morning (or at least he was assuming it was you) and I asked him if in this case he would also refund your shipping as a gesture of goodwill and not to set a precedent. He agreed and said he would call you.

So with the picture changed so it doesn't show an incorrect brandname and with his level of responsiveness and desire to do the "right thing", I will change the listing to show it is generic but not make any comments that may indicate he is in any way less than reputable. This conversation confirms a previous conversation I had with him where he was also very responsive and open about his products.

Phoenix

I didn't have time to call them, but was in the process of packaging the item to get it shipped out.  And I was caught off guard when I got an email from them telling me they would cover the shipping expense.  I was thinking what a great company, so I didn't know that you called them.  Now I realized what has happen and I am grateful to you for that.  All thanks to you, livingincomfort has made things right. 

Thanks

Overall I'd say this has turned out well and it's nice to see a reputable merchant that takes the high road and does the right thing. There are many out there who wouldn't have.

Phoenix

I ordered a Plush Rejuvenite Latex topper (3" Cal King, $422 Shipped) to go on top of my Costco Sleep Science 10" Cal King Dunlop Latex Mattress ($1247 Shipped) We only have slept on it for one night so far, but the results are very positive.

I have actually had the sleep science mattress for about 8 months, but we were using a queen unknown ILD latex topper with it since my girlfriend and I found the bed much too firm. It took me forever to decide on the topper, partially because I was recovering from the money spent on the mattresses and bedroom set and partially because I wasn't sure what ILD the queen was, which we both enjoyed that combination a ton, aside from losing the space gained by the cal king.

After seeing this thread, I finally bit the bullet and bought the Rejuvenite plush topper. It definitely feels softer than our existing one, but it doesn't seem to be lacking support. I feel the combination of a thick firm dunlop base (which feels very springy) and a plush topper is a great mix. The dunlop reminds me of having a spring mattresses without the coils, while the talalay rejuvenite topper provides the plush comfort layer that I can sink into without feeling like there is nothing supporting me underneath (no PU foam here!). Overall my girlfriend and I are very pleased with our new setup, although obviously a few more nights of sleep are needed to make a full recommendation. In the end we ended up with a 13" Solid Latex California King bed for just shy of $1700, which would have only gotten me an 8in Cal King bed from most retailers.

As an aside for anyone who is interested, here is my buying experience with mattresses.net (Arizona Premium Mattress Company):

I ordered the topper November 25th (Thanksgiving Weekend). I received and order confirmation almost immediately, although no shipping estimate or notice of stock. About 2 weeks later I received a notice from UPS that I had a package coming from Arizona Premium Mattress Company. The day it was supposed to be delivered... they had forgotten to put the unit # for my condo on the package and it was sent back to the local UPS facility. I picked it up from UPS the next day (2.5 Weeks after order) in a swollen box. Inside the box, the topper was folded in half and rolled up, although not vacuum sealed. I had to cut the box off around the topper, cut the bag off and despite the less than stellar look of the box, a pristine topper came out, smelling of a weird vanilla cake smell (typical of latex). Overall I would say the shipping was a little bit slow, and communication was definitely lacking, but there were no serious problems with my order. In the end the product I received was dead on what I was hoping for. I also really like the cover on the latex (which I opened to see a uniform piece of Talalay inside. My old Queen topper had no cover, and split in half at a seam sometime around 5 years ago.

BTW im 5'8 170lbs, my GF is 5'8 145lbs