Terrible Customer Service experience
Terrible Customer Service experience. I purchased their Legends Down Alternative King size mattress topper, and after using it for some time, sent it out to be dry cleaned – per the care instructions – as I wanted it to be refreshed for the summer. The item came back unusable. The dry cleaner is quite reputable and I have never had an issue with them cleaning my bedding. I submitted this information and photos for consideration with regard to the lifetime warranty of this item as I had been instructed to do by two Customer Service agents. The item came back with the filling missing from some of the baffle boxes and overfilled in others. I attempted to shake and fluff the topper to re-distribute the filling, but it would not re-distribute. This topper is no longer able to be used as it is extremely uneven, and now filled with firm lumps of the poly fill. I have no choice but to discard it. I am extremely disappointed as this item received many positive reviews. I paid no attention to where the item was made as it was offered on The Company Store website and they purport to stand behind their products. I asked for either replacement of the item or, at the very least, reimbursement of my $82.50 dry cleaning expense. I was told by both The Company Store Warranty Dept. as well as Corporate Customer Support: "Unfortunately, this mattress topper is not covered under our Lifetime Guarantee because it was not manufactured in the USA." And that I'd have to ask the dry cleaner for reimbursement as Corp. does not believe the item is defective and somehow the dry cleaner is at fault despite following manufacturer instructions. I was offered a 35% discount on a future purchase. I will be making no further purchases, so my compensation for a shoddy, foreign-made product is zero. I am out nearly $300 between the cost of the item and the cleaning. I have purchased a number of items from The Company Store. Never again.