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1 Review 6 Complaints
- 2 out of 5
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Urban Mattress overview
Finding a mattress is simple at Urban Mattress. Purchase online and have the bed delivered to you. Or, stop at one of our stores in your area today.
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Finding a mattress is simple at Urban Mattress. Purchase online and have the bed delivered to you. Or, stop at one of ou ...Read more
Address
2830 S College Ave, Fort Collins, CO 80525
Phone
$ Monetary Loss
766
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4.52K
Easy Process and Excellent Service
Josh was great to work with. He really knew the products and helped us figure out which mattress fit our needs. We came in looking for a fix for a too-firm mattress and a pillow that wasnโt working, and he guided us through it all. The customer service, delivery, and overall experience were smooth and easy. Everyone was helpful and made the whole process simple.
Closed Early and Ignored Us
I went in to buy a mattress for a last-minute guest with my wife and kids, but they closed half an hour early. There were two guys inside goofing around on the display mattresses. We tried to open the door, and they just smiled, mouthed โsorry,โ and kept chatting while bouncing on the beds. I wonโt be returning for any mattress or bedding needs.
Poor Quality and No Real Support
We bought a Ravenswood mattress from Urban Mattress based on their local presence and online reviews. It turned out to be uncomfortable, so the store suggested we upgrade to a more expensive Camellia model. That didnโt solve the problem either. The owner, Billy, came to check the mattress and said a box spring would help. They sent one at no cost, but it made no real difference. We rotated the mattress, which helped briefly, but it started sagging again, and now we wake up with back pain. I sent a photo of the sagging as requested, but nearly a month has passed with no follow-up from the store. At this point, weโre looking at buying yet another mattress because this one is unusable. Having to replace a mattress twice in two years is unacceptable. Our experience with Urban Mattress has been frustrating, and the products didnโt live up to the claims on their site. I wonโt be buying from them again.
I purchased a VERY expensive wool/spring mattress from Urban Mattress for $3,095 + tax, which came with a 20-year non-prorated warranty. Now, the mattress is failingโthere are deep sunken areas where my body sinks in about 25% when I lie down, and I mostly sleep on my back! I weigh just over 100 lbs, so itโs not like Iโm putting excessive stress on the mattress. After looking into it, I discovered that Iโm not the only oneโthis mattress is failing for many people. Despite the non-prorated warranty, Urban Mattress refuses to replace it unless I pay an additional $900โthey want me to cover part of the replacement cost! I even suggested they swap it for a different but similar wool mattress that costs less, but they refused. Instead, they offered to replace it (for free) with a latex mattress. But I did not purchase a latex mattress for a reasonโIโm allergic to latex and highly sensitive to chemicals. I specifically chose a wool mattress because itโs free of toxins, latex, off-gassing, and fire retardants. The customer service rep (who I suspect is the ownerโs daughter) told me her mother and sister also have latex allergies but were fine with their latex mattress. She even asked me to try one of their organic latex pillows. Hoping to find a compromise, I agreed. I broke out in hives. And after all that? Instead of replacing my failed mattress, they offered me a free box springโeven though I have a platform bed (which I bought from them) that is fully compliant with the mattress warranty and in perfect condition. My 20-year non-prorated warranty is for a wool/spring mattress, not a box spring, not a latex mattressโa wool mattress.
The expensive mattress
The expensive mattress was delivered one month behind. The mattress isn't the typical size or thickness of the traditional queen-sized mattress. It is significantly more difficult to sleep on than mattress we tried at the retail store. We're not happy with the mattress that we're searching for a replacement after a year of struggling to sleep on it for over an entire time of a.
Wonderful store experience
Wonderful store experience. Sales staff were helpful and well-informed. The people who helped us set up and delivered our mattress were considerate and friendly. We're very pleased with the excellent quality of the mattress. We have made our decision following having a look at several rivals.
I will not buy another Loft Classic pillow.
This is my second Loft cushion I've bought through Urban Mattress. The first was bought about two years ago, and was excellent. I love that the filling can be accessed for me to alter the quantity of fill. But, with the new pillow, the filling material has been changed. The pieces of eucalyptus are smaller, which means it is less supportive. I'm mixing my older fillings with new for the strength I want. I'm not going to buy a new Loft Classic pillow.
I was ignorant about out-gassing
I had an excellent encounter working with Mark, who is our salesman. My biggest issue is that I didn't know about the outgassing process. It was essential to keep the mattress I used to sleep on until I could determine that the new one could be used for sleeping. Then, I put my fresh bedding on the new mattress. I awoke with a terrible headache, and my bedding and body smelled bad. I had to wash the bedding three times and baking soda (I learned it via the web) to get the bed. The bed is still not comfortable for me. The bed and I have windows in the bedroom open for all hours of the day. The good thing is that I had a second mattress to rest on. I'd recommend that the salesperson write a note to the buyer that outlines these concerns and provide them to the delivery crew to present to the client. I'd like to have been more informed.