Factory Mattress — Hotel in Sunset Valley

Update: The warranty department sent me an email they're closed so beware buying at a factory mattress as of 6/29.

Sadly, the Kingsdown mattress we bought here wrecked our health and the warranty has been a mess. The staff is really nice so I hope this gets resolved.

Unfortunately, the Kingsdown mattress we bought here failed after 2.2 years. At first it was wonderful. After about 1 year it starting to slump and sink in where we slept. After 2 years it caused serious pain. After 6 months of nerve pain in our backs and glutes, 2 MRIs, and multiple XRAYs, I finally pinpointed the Kingsdown bed as the culprit. What happened is the foam top wore down and only supported our heaviest parts. As a result it put pressure only at those places, and also shoved our shoulders way forward. This wrecked our posture and bodies.

We recently took a trip and slept on 4 other mattresses with no issue. It's so bad I'm now sleeping on a blow up mattress in the living room to prevent the nerve pain while this warranty gets resolved.

Today, Kingsdown denied the warranty. They claim the mattress being on a slat voided the warranty. I was never told this by the sales staff. So we may be out $2600, months of serious pain, and starting over. I've tried calling the warranty person for over a week and gotten no help resolving it.

It's a shame because the staff at Brodie genuinely cares, is kind, and was so helpful when we bought, but here I am sleeping on a blow up mattress with nerve pain from this Kingsdown mattress that won't honor the warranty because of a loophole I wasn't informed of. It's a big let down.

So, if you are considering a Kingsdown, consider this your warning and avoid it like we will be doing in the future!

Also be aware most foam wears down and is built into the mattress so you can't swap it and if warranty fails you're probably stuck buying a new mattress. Most of the plush stuff you feel is just foam that will wear out over time leaving you stuck with grooves inside your mattress sewn in there.

We plan on upgrading to a Tempur-pedic which all the staff loves and a doctor recommended and hope they can help us resolve this in which case I'll update my review while leaving the note about the Kingsdown Eleanor model absolutely...

Went to about 5-7 mattress stores around town and this was by far the worst experience.

When I walked in, the sales guy gave me the typical hello to which I politely replied. He asked how he could help - I said I was just looking for now and would let him know if I had any questions, thank you.

He then began following me around the store, asking me all sorts of questions, one of which being what I did for a living. I was vague with my answer - that info is personal and not relevant - to him or ANYONE I just meet. He sneered and made rude commentary under his breath.

He continued to follow me around the store, this time asking me what other mattress stores I had checked out. Again - none of your business, irrelevant and no, we're not having this conversation. Once again, I politely told him I did not need his assistance but would let him know if I did.

I continued to walk around the store - entering the more expensive section. He made a rude comment about how those mattresses would be out of my price range. Oh really? As I hadn't provided him with a budget, I'd love to know where he came up with this idea. I ignored him.

Clearly not taking the first 234 very obvious hints, he then proceeded to try and pressure me into buying a mattress that night, when I had been very clear on multiple occasions that I was only browsing and not at all looking to purchase that evening.

What?! Are you kidding!?

Made a beeline to the door and never returned again. Worst customer service from all the mattress...

We purchased two twin mattresses and mattress protectors from the Brodie Lane location. Our sales person was Justin and he was very helpful and patient as we tried out different mattresses. Professional and comfortable experience. My only suggestion to other consumers is to be more savvy consumers about the mattress protector they will try to sell you. I knew it was an upsell product at the time and should have taken a pass on it. If you buy the protector, Factory Mattress will extend their mattress guarantee from 4 months to 12 months. What they don't tell you is that you are really paying for that extension by overpaying for the protector. I found the same type of waterproof protector elsewhere for less than $20 (I paid $60 at Factory Mattress). Since I bought two I ended up overpaying by about $80. And of course when I checked my receipt, the mattress protectors can not be returned or exchanged. I am sure I was told this in the store when I bought the protectors. So just a buyer beware consumerism kind of advice I am giving you here....if you want to buy the protector, just know that you are really buying an extended warranty on the mattress. In our case the twin mattresses were in a guest bedroom so if I had all the information beforehand, I would have taken the 4 month guarantee and purchased a protector elsewhere. But overall, I would recommend Factory Mattress. We got a good quality mattress at...