Top positive review
5,152 people found this helpful
High hopes, road bumps, and a happy ending [Updated]
on May 15, 2015
tl;dr: Great mattress, after some hurdles that were deftly cleared by stellar customer service. The entire saga, beginning with my original (unfavorable) review is below:
It hurts me to write this review for such a beloved product. Literally... I first became aware of this company when a blogger friend of mine wrote a sponsored post. I don't usually pay too much attention to the kind of endorsements you see on sponsored blogs ("they gave this to us for free, naturally we LOVE it"), but I know these people & trust their integrity. So when, several months after the initial post, they wrote a follow up reiterating their praises, I was intrigued. I'd been looking for a new mattress for awhile and this company's origin story was so relatable. I loved their mission, their philosophy, their business model. When I ordered my mattress directly from their site in January, I loved their efficient, friendly, but unobtrusive service. Unfortunately I cannot say the same for the product.
I want to be clear that I'm not disputing the raves others have had. My blogger friends are 20-something skinny-hipsters while I'm a more ample Gen-X type. But three months in, it's become impossible to sleep on. The center of the mattress, while no visible indentation is present, has softened so much that it compresses significantly and quickly under my hips as soon as I lie down. By contrast, the pressure on my shoulders is beyond firm - which, as I'm a side sleeper, can be pretty uncomfortable. It's not possible to lie on this mattress for more than 2 minutes and maintain a neutral body posture. It's a pain in the neck. Literally! Again!
As I said, the mattress snows no visible indentation, so I don't think my problems fall under warranty or defective product. But I wanted to put this out there & let you know that if you're a chubby side-sleeper, this probably isn't the mattress for you. Pity.
Update: Upgrading from two stars to four. You've got to give a company props for working so hard to make their customers happy. I heard from customer service shortly after posting this review and was assured that the uneven firmness I've experienced is "definitely not normal" and offered a replacement at no charge. My new mattress arrives tomorrow and I'm comfortable saying that, even if this doesn't turn out to be the perfect mattress for me, Tuft & Needle as a company gets my recommendation. They're willing to stand behind their product and that's impressive these days.
Second Update: Have now been using the replacement mattress for a couple of months and am happy to report that it remains very comfortable. It seemed slightly less dense than the first mattress from the beginning, but has provided a very pleasant balance of soft & supportive. I'm officially a fan and also very grateful to the fine folks at Tuft & Needle for taking the initiative to fix this...they have my utmost respect. It took awhile -- but they've earned all 5 stars.
Final Update: Hi people! I didn't realize there had been so much interest in this review - sorry if I left your questions hanging. I've been sleeping on the replacement mattress for over a year now, and am happy to report that it remains one of the most comfortable mattresses I've ever owned. I'm even happier about getting a consistent, comfortable night's sleep. In my opinion T&N service AND product have earned every one of the five stars in this rating.