Croft Mattress — Local services in Joplin

UPDATED: Croft solved ALL my problems "professionally". I really appreciate Brian and his team for this. Malisha, you are excellent!!

This is going to be long and so WRONG in every possible way.

I went to the store 4 times to check out the mattress and to finally purchase their possibly second most expensive one for $5,981.25.

I was greeted by Austin (Store Manager) first time and Malisha (Assistant Store Manager) and I finally made decision for the purchase on 8/21/25. Both of them and other staff were there as they were doing inventory.

This is what happened: I ordered a king size that they do not have in the store so they have to custom my mattress at the factory upon their advertisement of "custom bed". The package included sheet sets, 2 pillows and foundation. I tried their pillows in the store but I didn't find ones I like. They said the new pillows will be the store the following week and they (Austin and Malisha) promised to "call" me soon as the pillows are in the store for pillows fitting. NEVER HAPPENED.

After finalizing the details, they said they "would call" on Friday 8/29/25 to schedule the delivery on Saturday 8/30/25. NEVER HAPPENED.

ON THE DELIVERY DAY, one of the delivery guys finally called and said "we'll be there in 5 minutes." - Wait, what?!?! Yes, we're expected to be home on Saturday for the delivery but randomly 5 mins from our house?! I had to urgently wake up my husband for unexpected visitors. This is too ridiculous.

NOW THIS IS GOING TO BE ONE BIG MESSED UP as shown in the pictures and videos:

THE SIDE OF THE MATTRESS WAS RIPPED "TWO" SPOTS with one giant ripped spot where the bunch of threads hanging out and THE OTHER SPOT was ripped as well. THE SURFACE OF THE MATTRESS WAS SNATCHED ALL THE WAY from side to side.

Luckily, I spot these HUGE mistakes soon as the delivery team left. I would not be able to spot these mistakes if it was on the side against the wall.

I called Malisha and sent these videos to her and explained what happended. She said she would communicate with her team and help find the solutions and would reach me back shortly. I waited all day on Saturday. NEVER HAPPENED

Malisha said that they would call me on Tuesday 9/2/25 to schedule to pick up the mattress back to the factory on Wednesday NEVER HAPPENED

Sunday 8/31/25, I called the store soon as it's opened and talked to Austin. He said he "kind of" knew what's happening? So, I explained the full details to him. He said he's going to work on this issue and get back to me either today or tomorrow (Labor Day). I repeated the same thing about mistakes and fixing my mattress. He would call me back shortly. NEVER HAPPENED

I waited Tuesday all day for the scheduled phone call. - NEVER HAPPENED I waited Wednesday all day just in case they might randomly show up at my house to pick up the mattress back to the factory (while I'm at work?). - AGAIN NEVER HAPPENED.

Thursday 9/4/25, I FINALLY went back to the store and talked to Malisha about it. Of course, NOBODY has been dealing/working with my issue at all? It seems like everyone is playing around with these mistakes. Malisha asked me to show the clip of the snatched surface again for a closer detaile. She admitted it that IT IS FROM THE NEEDLES OF THE MACHINE FROM THE FACTORY. These mistakes including the two ripped spots SHOULD NEVER HAPPEN. I mean how in your mind they delivered the huge $6K mattress with 3 unacceptable mistakes?! This is absolutely QUALITY CONTROL FAILURE!! After all, not to mention about the high price mattress, it is not comfortable at all. The policy stated that they will adjust the bed for me which I accept and the purchase is final, NO RETURN.

Considering what I have been through for almost $6K and unacceptable mistakes and poor team communication, I deserved a FULL REFUND. I have lost trust for this company.

For Brian Croft, I can forward you the video clips for a closer look of my mattress. For Malisha, you are very professional and helpful and easy to deal with, still one star is for you! Thank...

I went to the store seeing it was local and locally made mattresses. I did the book online to “fitting for 1hr.” Entering got treated like I was just a walk in from the street. I was looking for a mattress in my budget and a fitting to a comfortable, supporting mattress and not something I would regret in purchasing. Not really anything special in fitting you for a perfect mattress, no pressure mapping technology. Showed some beds in my price range, high price tag and cutting the price to fit in budget, you know the mattress not worth that much. Old salesman technique in mattress buying, thinking you got a good deal! Upon purchasing, the salesman said to leave a google review on how they did. He said if I left a review in store, he would give me a free mattress protector. Then he said he would give me the mattress protector anyway, but he never did. I opted out of reviewing then, because it was more about the mattress than the experience in the store. I review the whole experience, store and the product. Opted out on the delivery charge and picked it up myself.

Pros -Nice people (salesman just like used car salesman to sale) made local, made to order mattress. 60 day comfort guarantee to make mattress softer or firmer free, Foreverbed lifetime warranty.

Cons – No returns/exchanges, no refunds, no trial given (because it was made to order) a lot of companies that make made to order mattresses (Wink, Amerisleep, Naturepedic, (Saatva comes not in a box) online companies that make mattresses in a box do offer that trial if it doesn’t work out donate or return and get a refund. 60 day comfort guarantee you have to bring it to the warehouse, hopefully you have a vehicle to transport it. After 60 days, it will cost you $500 to do softer or firmer on the mattress they come in pick it up and return it.

Update: 3 months later. 30 days of discomfort of the Palisade mattress literally softened up during and there is no edge support, waking up 2 to 3 times a night, I did the comfort change. Mattress was either firm up or soften, there is no in between. I had it firmed up, result like little give and hard. Mattress adjustment didn’t make a difference just more pressure from shoulder to back. Warranty is for the defects if they arise, have not used that yet and keep you updated if I do. Then again, warranty doesn’t matter if the mattress itself doesn’t give you a restful and pain free sleep. Result I will be looking for a good topper not foam, which unfortunately leaves me with more money spent and hope it helps.

Do your research, read all of Croft’s and Foreverbed website, BBB and other review sites first because a mattress is something you will have to sleep on for hopefully...

I would actually give 3.5 or 3 1/2 but couldn't. I feel like the black sheep because everyone had so much better of an experience :( but I have to be honest and give honest feedback. My husband and I went in on Christmas eve to look at beds, not necessarily to purchase. I have several medical issues that keep me from comfortable sleep and it had got to the point could only sleep on the couch. Long story short, we ended up spending about $9,000 on a bed. I had to assist in finding the financing to make it happen on my own while we were there at the store, or it would not have. The bed arrived early, (YAY!) the young men that did the set up were great, and I love the bed it, has been great. BUT we have had it since January, about 6 months, and we have not received one call to ask how it is working out? does anything need adjusted? A thank you for spending 9 grand..... nada. For the love of God, Victoria's secret sends me no less than a Birthday card every year and $15 reward and I sure as hell haven't spent 9 grand with her!!! Call me crazy but good ol' fashioned customer service and appreciation means a lot to me!! ( Obviously, so does $9,000, and so does comfortable sleep.) As far as the design of the bed- we got a split king adjustable frame. There are bars on the head and foot of the frame to keep the mattress from sliding off. It really needs something to keep them together and not splitting down the middle too. I absolutely hate the way it always looks like a split bed when it is made no matter how tight I try and get the sheets and blankets and push the mattresses together. We are only in our early 40's and i feel like the old couple generally in commercials for adjustable beds. And if my husband and I want to be close to each other, it is basically- your mattress or mine? I call it the great divide. The sheets that we got I don't remember if we had a choice of others but they were bamboo and I definitely would not buy them. They feel great, are thick, but one night and the top sheet slides all over the place, comes untucked. I ended up buying some Liz Claiborne ones from JcPenny that I love to death that were $50!! Final note: we were told before ever getting the bed home that there were no refunds ever which was kind of surprising. Every one of your competitors offers satisfaction guaranteed and full refund if not satisfied. I wouldn't want a refund, but I would not want be forced to keep anything if I didn't...