My mom bought a mattress in 2020 has lifetime warranty was changed in March 12 2025 found rod in center couldn't sleep on it she has been sleeping on sofa at 80 yrs old because new one too hard, I called and they refuse to change out because it's been 3 months since other delivery she cant sleep on it! I wouldn't buy anything from this company it's about the $$ not Customer service
Response from the owner:Dear Pamela,
We sincerely regret that your mother's experience did not meet your expectations, and we truly apologize for any frustration this situation may have caused you and your mother. Her satisfaction is important to us, and we remain committed to providing exceptional service and support.
We want to assure you that we have taken multiple steps to assist your mother in finding a mattress that best suits her needs. When she purchased her mattress in 2021, it included a 20-year limited manufacturer warranty—not a lifetime warranty. This warranty covers defects in the mattress, and since her purchase, we have remained dedicated to addressing her concerns with care.
· Three months after her initial purchase in 2021, we visited her home free of charge to exchange her box springs for a different height, as the original set was too high for her comfort.
· In 2024, we returned at no cost to flip her double-sided mattress in response to concerns about a "rod-like" sensation within the mattress.
· A few months later, after she continued to express discomfort with the feel of the mattress, we worked with the manufacturer to provide a brand-new mattress and returning the original mattress to manufacturer.
· Upon inspection, the manufacturer determined that the original mattress had no structural defects, only expected wear from over three years of use.
The replacement mattress was delivered in January 2025, and we are now hearing concerns regarding its firmness more than three months after delivery. While we understand that mattress comfort is highly personal, the warranty does not cover individual preferences regarding firmness or softness. The new mattress has the same Manufacturer Warranty of 20 years for any defects. We will email Freda the warranty paperwork on her new mattress also.
We have made many efforts to assist your mother in finding a mattress that meets her needs, and we truly regret that her experience has not been fully satisfactory. While this is not a warranty-related issue, we appreciate your understanding and the opportunity to address your concerns.
Sincerely,
Coastal Fine Furniture
