Jamestown Mattress — Hotel in Town of Henrietta

PSA: Summary; Don't expect clear communication nor good warranty service from Jamestown Mattress. If you do purchase a mattress from Jamestown Mattress, don't do it for the warranty or because they care, because they do not. If your are inclined, the details of our experience follow.

On October 8th, 2012 we purchased a king size mattress called a Heavenly Cloud – Euro Top from Jamestown Mattress Company / Jamestown Mattress which came with a 10 year warranty and was one of their most expensive mattresses with an endorsement from Bob Lonsberry. The mattress is comprised of a core which is sewn shut and on top of which sits two different layers of foam and then a pillow top which zips onto the mattress. In December 2018 we contacted Jamestown Mattress about a sag which developed in our mattress. First, the store manager came out and swapped out the pillow top with a new one. The new pillow top did not address the sag. Then Jamestown Mattress took the mattress back to their factory for about 2 weeks where Jamestown Mattress replaced the two layers of foam just under the zip on pillow top and they purportedly checked the core of the mattress and found no fault. In early 2019 we reached out to Jamestown Mattress again and the store manager came out to inspect the mattress only to tell us there is nothing more he could do. Shortly thereafter as many of you know our family faced significant health challenges and while we continued to use our mattress it became more uncomfortable, but we just did not have the time to address the issue. Fast forward to today and the sag is present on both sides, but far more significant on one side than another. The sag is so bad it feels like you are sleeping on an incline or on a boat that is heeling over. I wrote the president Jim Pullan a letter and ten days followed up with a phone call, neither of which he responded to. I did hear from the store manager and he arranged to have one of the new layers of foam under the pillow top replaced. This made no sense to me as the mattress was sagging asymmetrically on both sides. If the sag had been uniform perhaps this would make sense. The new replacement foam was installed last Friday and now the mattress is so stiff it is not usable and there is no way if there was a sag in the core that anyone could detect it. We have reported back our findings to Jamestown Mattress only to be told the new foam cost $300 and the mattresses is 8 years old and this is a comfort issue and there is no fault!!! Really? Jim Pullan perhaps you and your wife should come sleep in the mattress? I'll add that I also left messages for Jim Pullan's brother Steve Pullan, but he also did not return my calls. It seems these guys like to have their staff do all their dirty work. Steve had the final message to me delivered by a woman named Janette, who by the way told me the foam they replaced comes in four different versions of varying degrees of stiffness. Now why wouldn't they have consulted us before replacing the foam as to what was happening rather than assuming it was a comfort issue? Janette also stated today that Jim Pullan never received my letter? If so, then why out of the blue did the store manager phone me? Respectfully, Dennis Rubery & Yvette Rubery 😡

11/10/2020: The company response indicates a non-defective 6" core was replaced with a firmer 6" core, this is not what we were told by the Store Manager in 2018. Manager told us no fault was found in the core, but that the inner 3" and/or 2" latex pieces just underneath the pillow top were replaced. The sag later reappeared in 2020. If the business was so perplexed by our issues why did they not communicate directly with us? Why did it take public shaming in social media to get a response? We wrote and sent the business a letter and called and left multiple messages for both Jim & Steve Pullan to no avail until we...

Jamestown Mattress is the worst! I can no longer get my husband out of bed in the morning because he’s “too comfortable”. I can no longer lounge lazily in bed watching TV because it will 100% turn into a full on nap in under 20 minutes! Okay, I joke, but real talk - Jamestown has a forever customer!! However with their 10 year warranty I doubt I’ll need another mattress in 15-20 years. I just pray they are still around when I need another one. I am not kidding when I say I had no idea I could be missing out on this kind of sleep. My husband may have a hard time waking up, but I wake up rested and restored every morning. I am the kind of person that has six alarms set because I snooze-snooze-snooze. But for the last month, I wake up at my first or second alarm and feel like a morning person (I swear I am NOT a morning person). And Jason was awesome at educating us on the endless customization options they have and the science (is that a thing?) of mattresses. We are incredibly happy and I can not say enough amazing things about them. I am doing my part in keeping them open by telling anyone (even those who won’t listen) that Jamestown Mattress is the ONLY place to buy a mattress. Do you know they make their own mattresses locally?! I started my search for a place to buy a mattress in Rochester and Jamestown came up a few times. I learned that they made their own mattresses locally and was like “okay, let’s start there and if we don’t like it we’ll go to x, y, z”. That was the easiest and best purchase I have ever made. Seriously, don’t bother with x, y, or z - just go to J (Jamestown). My parents laid on my “fancy” mattress while visiting last weekend and they both said “omg I have to get up before I fall asleep here” within 60 seconds. Okay. I’ve said enough. Just get all of your mattress needs from Jamestown. Period. End of statement. Sleep tight - I know you will if you make the...

Writing this review a year after I bought my Jamestown Mattress: I have to start by saying I hate mattress shopping. Because most places have a huge sales floor where beds are mixed in with living room & bedroom sets and it's overwhelming trying to remember which mattress you tried and how much it costs after "sale" pricing and rebates. I don't want a couch or coffee table or dresser or recliner; I just want a new mattress! And we had heard so many good things about Jamestown Mattress, we decided to begin our search there. What a difference! They sell beds. Just beds. At Jamestown, it is literally the manufacturer's showroom. It is organized into a) the style of mattress and b) firmness of each style. So if you like a style, the three different firmness options are right next to each other. Jason took the time to asked us about how we sleep & what we had. Then he showed us cutaways of their different mattress construction options. We ruled out some styles right away, so it was a matter of trying out two styles and then picking the firmness. And pricing was straightforward. None of the fake "sales" or "rebates" the big store salespeople throw at you. Is Jamestown Mattress the cheapest? No. Do they offer superior product, buying experience service and service after the sale? You bet. And that's my review, after sleeping on my mattress...