Eugene Mattress Company — Local services in Eugene

Have been working with EMC to find a good mattress for about two weeks now. Initially was sold on a popular gel mattress and power base (my partner snores badly and we were told powerbases can help with medical conditions). The mattress had an usual dip in it, which was quickly and easily replaced by a better mattress that they exchanged for us free of charge (greatly appreciated!). We were hesitant on the power base as when it was in a slightly more elevated position it felt wobbly and there was little to no shock absorption when my partner would move and vica verca. We mentioned this to them and the delivery guys came out and took a quick glance when they delivered the new mattress. I had only been sleeping on it a few nights so I told them not to worry about it because it was feeling better (we started sleeping with it in the flat position instead and it wasn't as noticeable). We also figured we would just take advantage of the 15 day return policy and thought the discomfort was a result of being on a new frame, and we would give it some more time. About a week went by and we noticed that it never got more stable, and it also didn't help with the snoring. At the 14 day mark (today) I spoke with Casey and told him that we weren't comfortable and would love to exchange for a normal bed frame. After he laid it on thick about how they never have to do powerbase returns because people love them so much, and how the delivery drivers get paid per deliver, etc. I told him I would be willing to pay any restocking fees/delivery reimbursement for delivering it in the first place. He kept saying said he's never had anyone return a power base so he didn't know what to do for me. Also that the return policy only applies to mattresses, as we had done once before, and not power bases. Yet in the store we were not informed of this crucial detail. And a quick search through the many amazing reviews for this place shows proof that they have in fact processed power base returns and even offered it to another customer in store under the 15 day return policy. Once I said that, he told me he would talk to his wife to see if they could do anything for me but then starting listing the fees I'd have to pay if I did (also still not a problem), and overall just didn't have a pleasant tone while doing so. I was very much so rubbed the wrong way as the idea of feeling like I was inconveniencing them with the return and potentially having to be forced to keep something that is VERY uncomfortable simply isn't ok. After his initial reaction and hesitancy I told him that if we couldn't work anything out that I would be happy to take the return to small claims court as there is no explicit return policy stating anything I was requesting to not be possible. At which point he said he'd rather end the conversation and do that. Very sad that my relationship with EMC has to end on these terms. My advice is create a return policy, clearly state it/honor it, and don't pick and choose what your policy is to simply get a sale or prevent yourself from having to take something a customer doesn't like back.

UPDATE After reviewing our purchase agreement we found out that because we used the 90 day purchase option from Acima, that they are in fact responsible for any items we purchased as long as the items haven’t been paid off yet. Therefore, we were able to schedule a return & pickup directly through them. If you can afford the 90 day payoff and don’t mind spending less than 100$ in a fee to use the service, this could be a great option so you don’t have to worry about getting stuck with anything that EMC says doesn’t contribute to the “comfort” of your bed so they can avoid honoring their...

tldr: misrepresented return policy, poor customer service followed

We had such a horrible experience ten years ago with a (different) mattress store we haven't returned to a store until now. We chose this place because of the high reviews, but my mistake, I should have also taken the time to read the negative reviews. We purchased a mattress, asked the RETURN policy and were told a simple "15 days". Reader, it isn't 15 days money back, its 15 day EXCHANGE. Both my husband and I heard "15 days" with no more explanation (I see now in negative reviews this has happened before to other customers). I hesitated as that isn't a long return period. The store clerk shrugged it off as "you'll know within a few nights" and acted like it wouldn't be a big deal if we returned within 15 days. So we went ahead with our purchase. It did not go well (I tend to wake up in the middle of the night in pain, which is something we disclosed up front --hence asking the RETURN policy). I called, they insisted on an exchange and we accepted, with a $45 exchange fee. When the second mattress also didn't work out, that's when it became clear there is NO MONEY BACK. I can assure you we both understood 15 days as a return policy and would not have made a purchase with a policy of exchange only. The store owner insisted I come in to talk to him. He wants to sell me a softer mattress or a powerbase or both, but is completely unwavering in his belief that I must have misheard and that there is no chance his store clerk did not make the policy clear. We are absolutely not pleased, and now stuck with a mattress that won't work for us. I can see many people love this place, and believe they do try their best for people. But woe to the customer that needs to make a return. This scenario has only confirmed our belief that mattress stores cannot be trusted. Be aware also that the owner, Casey, appears to believe women are hysterical and the problem can only lie with me. Casey cannot see why we would feel duped in this situation. Please read other negative reviews to see that we are not alone in our experience.

---Update: response to owner---- Our main complaint has not changed The return policy was misrepresented

tldr; excellent service, better than expected mattress for the budget, worth the monies, excited to support a local small business rather than big box or online.

Now that it’s been well over a month, I am excited to give a 5/5 review of our experience at Eugene Mattress Co.

We debated going to a bigger mattress store (but those are creepy and are clearly a front, plus my previous starter mattress I bought from Mattress Firm didn’t have the best customer service seven years ago… but I don’t hold grudges), or shopping one of the dozens of online mattress options but we ultimately didn’t feel comfortable potentially dropping $2K on an option we couldn’t compare for surface level info.

I did a TON of research on Reddit, YouTube (mostly reviews and HOW to understand mattress composition) and also read a couple of white papers prior to dragging my family in to EMC.

As you might guess, having a new baby is a big change, and to help our kiddo and I sleep, my partner was sleeping on the couch most nights since they’ve been born. Between our old mattress sagging (with a new foam topper not helping), it being too small for our parent-bod figures (queen), being able to feel each other's every little move, and the noise our poor frame made... it wasn't restful.

First night in to our new mattress, and we all could sleep together. On top of that, we were warm, had space to spread out, and I didn't feel movement. I teared up when I woke that next morning.

We are very grateful to Tanner for helping us wander around the store and find a mattress that I think will end up being one of the best family purchases we've made. We asked lots a questions and asked, “so can you cut us a deal?” with waggled eyebrows many times.

Thanks for helping us find a good one, thanks to your delivery folks (Josh + ?) for being kind, professional, and quick.

Excited for years of sleeping!

FYI we purchased a King Latex (MLILY Power Cool Plush), a platform bed frame, and a mattress cover from EMC for around $2300 in...