Urban Mattress Boulder — Hotel in Boulder

GO ELSEWHERE~ Bad integrity with warranty!

I purchased a VERY expensive wool\spring mattress from Urban Mattress with a 20 year NON-prorated warranty. $3,095 + tax. 

The mattress is failing and there are sunken areas in which my body now sinks in around 25% (I mostly sleep on my back)! I weigh slightly over 100lbs. I’m not a heavy person putting undo stress on the mattress. Based on some comments from Urban Mattress, I’ve discovered this mattress is failing for many people, not just me.

The customer service lady first offered to replace with a USED display mattress! That’s not what the promise of the warranty is!

They are refusing to replace it with the same despite the NON-PRORATED warranty, unless I pay an additional $900. They want me to participate in their replacement cost! 

I even offered to let them substitute with a different but similar brand of wool mattress that costs less. They said no.

Then they said they’d replace (for free) with a latex mattress. I did not purchase a latex mattress! I purchased a very expensive wool one because I’m allergic to latex and also chemical sensitive. Wool mattresses have no toxins, no latex, do not off gas, and have no toxic fire retardants.

The customer service person (not sure, but I think she’s the daughter of the owner) said her mother and sister have latex allergies and were OK with their latex and asked me to try one of their organic latex pillows. I agreed in hopes of compromise and getting this resolved, even though it’s not a wool mattress. I tried the organic latex pillow and broke out in hives.

Of all the crazy off the wall things, after breaking out in hives from the latex pillow test, they offered to give me a free box spring instead of a new mattress to replace my failed mattress. I have a platform type bed that I bought from them when I purchased the mattress. It is 100% complaint with the mattress warranty and in very good condition! 

My 20 year non-prorated warranty is for the mattress! It’s not for a box spring, not a latex mattress… it’s for a wool\spring mattress.

I’m attaching a photo of my bed. I have a velvet bedspread and the sunken area are so bad they even show with my bed fully made.

Shop elsewhere! They don’t stand behind the warranty's for...

I purchased the Silver Lake mattress and it was the most expensive mattress I've ever bought, priced at $2500 which was a very difficult pill to swallow. My last mattress was way to tall and super hard which made my hips and back super achy and painful. I dreaded every single morning getting up off the old mattress. The Silver Lake is plush and it doesn't necessarily cradle my body, it absorbs the painful areas giving those parts of my body comfort in the night. Being plush I expected the mattress to swallow me whole, but that is not the case which is kind of weird. The plushness only keeps my old bones and joints in a comfortable position so they do not get inflamed through the night. The other bonus it that the mattress is not super tall which my last mattress was. With the Silver Lake I can sit on the side of the mattress and my feet touch the ground, very cool. I've been using this mattress for 45 days, I have rotated it once at 30 days and I believe at this point the mattress will keep me comfortable for the foreseeable future.

I've now had this mattress for a year now and I love it. It is so cozy I don't want to...

Great customer service and a great mattress is what you get at Urban Mattress Boulder. I worked with Ken and got a knowledgeable sales associate. I initially got a mattress that was too firm and Eric was terrific about exchanging it for a different model. No extra cost to deliver to Nederland (twice!) and the guys were on time, quick and professional.

I ran the mattress store gantlet doing research before buying, visiting 9-10 places. I found UMB was the most customer friendly of the group. After having back pain for a year, I finally bit the bullet and invested in my sleep quality with new mattress. Their product is more expensive but of much better quality and ultimately the 15 year no sag warranty sold me. After a month sleeping on it, I am extremely happy with this purchase and my buying experience. I will be buying from them again for our guest room. I highly recommend Ken and Eric over at Urban...