My husband can sleep on almost anything and the fact that he complained was not a great sign. I actually purchased this for my daughter and before she got a chance to use it I had my mother stay over for a few nights to use it and also my husband and both complained how uncomfortable it was. I normally like a firm mattress, not extra firm, but medium firm and this didn't quite do it for me. I ended up buying this mattress on sale in the store for a great price. I thought that based upon the average star rating that this West Salem mattress would be pretty good and I decided to ignore the negative ratings, just figuring that I fall within the majority of people. I was told to save my additional information, they don’t need it. I tried to explain that I need this mattress picked up ASAP because my dad has dementia and the mattress is leaning against the wall and he will mess with it, try to move it, and possibly hurt himself. I was told do NOT call us back every two hours like some people do. They promised me it would go straight to their Escalation Team and someone would get back to me asap, but no later than 24 hours. Today I contacted Costco Corporate Customer Service. I GOT ATTITUDE FROM THE SUPERVISOR AT COSTCO CUSTOMER SERVICE. I AM VERY UNHAPPY THAT COSTCO IS NOT PICKING UP THE SLACK AND STANDING BEHIND THEIR “NO HASSLE” MATTRESS RETURN POLICY.
They do NOT say, “It all depends on whether the VENDOR services your area.” I have it in writing in a chat that if I have to return this BRENTWOOD mattress that it WILL be picked up and it does NOT need to be repackaged or reboxed. I told Costco Customer Service this is NOT what Costco Customer Service tells people when they ask about the mattress return policy. They do NOT have their own transportation service. They told me that I MUST be patient while they work through this problem. When I contacted Costco to pick up the mattress they sent the pick up order to DM Transportation who says they do NOT service the town my dad lives in, even though it was delivered there. It does NOT and he can’t stand up when sitting on the edge. It was supposed to have great edge support due to being a hybrid. I bought a Brentwood mattress for my dad in assisted living. They will quickly tell you, “Never fear… if you don’t like the mattress we will pick it up and refund your money.” That is NOT totally true. You can call Costco Customer Service and ask what their return policy is. BUYER BE AWARE… if you are thinking of buying a mattress by Brentwood on there is something you must know.
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