Latex Mattress Co. Reviews 879

Excellent customer service. Mike answered all my questions on trying to figure out the best mattress for me. He was very patient in making sure I had no questions left. He sent me an invoice quote that applied the discount the website was promoting until I made my decision.

Huge kudos to our customer service rep, Mark C, was FABULOUS! He was quick to respond to my queries and take care of the problem, as well as adjusting the firmness of the correct mattress to be shipped and issue us a small credit for the hassle. HE gets FIVE stars.
The reason for the overall 4 star review is two-fold:
First, due to our receiving the wrong size mattress. We ordered a KING, but received a QUEEN. All the paperwork shipped stated KING, but the discrepancy was obvious when we opened the compressed package. Due to the fairly large weight difference between the two sizes of mattress, this should not be a situation that happens. PlushBeds, (through Mark C.), was quick to ship out the correct replacement. However, this problem could be easily avoided by simply confirming the weight of the package before actually shipping...pretty simple fix that might save PlushBeds a "few bucks".
Secondly, there was a flaw on the top edging of the queen mattress that should have been noticeable to any quality control agent (assuming PlushBeds has one). That said, the corrected king mattress had no visible flaws, and we are very happy with it. We are sleeping better than we have in a long time. We are both side sleepers, and the medium firmness is a good fit for us...firm was too firm for us around elbows and hips.
An added note: we appreciate the organic/natural composition of the mattress... absolutely NO chemically odor - not even when opening the packaging!

What didn't go wrong! I ordered a mattress on 9/3 with specific instructions stating a 3 day delivery time frame that gave PlushBeds 16 to 18 days to deliver. They charged my CC the same day as the order and then did not communicate further for 14 days. After 2 inquiries and poor response, I was told that I would not get my mattress on time. They said, they were backed up and had too many orders. That usually is what happens when you run a Labor Day sale, which is still running. Since the mattress was for a remote location 180 miles away, I made trip arrangements to take 2 vacation days from my job to be there. I had to cancel my trip and several other events that I had scheduled. This is not the customer service that I expect when I purchase a premium product, especially when I have previously purchased from this company multiple times. There was no communication until I pushed the issue and then it still took 2 days to get an answer. I made the circumstances very clear. At any time during the 2 weeks following the order they could have updated me in a timely manner but they didn't. This is not the same way that PlushBeds used to operate. Frankly, the only reason that I gave PlushBeds 1 star is that this review does not allow me to give 0 stars. Very disappointing!

This bed is nothing as described on line . They use a minute amount of wool so its pointless. The safe laytex bunches up and leaves humps in the mattress. I spent over 3600.00 for a bed that is total crap! They will also offer you free sheets ect... its garbage polyester matieral so is the bed cover. Let that sink in...a business claiming to be organic and clean gives crap for free to put on your so called clean mattress! Read the fine print if you returned your bed by 90days you are stuck with teying to put the bed back in original package which wont fit and you pay to ship it back $$$. They are real good at screwing their customers! So be aware they are a waste of money. I only used the bed 6 months on a solid proper base .

MIKE assisted me quickly. Mike is a refreshing, customer service representative, that is uncommon these days.
There was a couple of issues with my order, that was mainly due to my payment source; and Mike, stepped up, fast as lightning, and handled it like the ACE he is. Thank you, Mike.

Very happy with my purchase from Plush Beds! There was a small mixup with my order and Mark went above and beyond to pick up and redeliver the correct item. Great customer service, and a great night’s sleep!

I find the memory foam toppers to be of top quality. We have bought 3 of them over the years, and just recently we bought a 4th Queen size. The toppers we have had for a few years now are still perfect - no depressions, lumps or anything. They are so comfortable. For this recent purchase it took quite a long time to even begin delivery. My first email for status was responded to with a pat non-answer and I was somewhat upset. But I waited another week and called. Melanie helped me this time and she reached out the the factory. All of a sudden my memory foam topper was scheduled for delivery! Thank you to Melanie for going the extra mile. Overall the customer service at this company has been stellar with the one exception recently.

Great products and excellent customer service. Our first order was July 4th & our second order was placed on August 15th. Both 2024. the first order was for a mattress topper. When we realized that it might arrive while we were away, I called and the order was very kindly delayed until we returned. The topper was packed and sealed very well and arrived in perfect condition. Our second order was for sheets and pillows. Again, the packing job was perfect. We loved the pillows but the sheets were not going to work for us. I had excellent customer service with Melanie. Her immediate responses and stellar helpfulness have cemented my relationship with Plush Beds. Plus your excellent organic latex products! Thank you!

Mike was helpful. The replies were somewhat slow but in the end we got it all cleared up and the order was placed. Mike was patient with me on my end as we sorted out some things. Job done!

Melanie did an excellent job assisting me in adjusting the order and helping get some additional peices changed. Very prompt and helpful customer service.

I have been wanting to order for a while and finally had the time to make the order. Melanie was so helpful to me as she answered my questions and guided me to the purchase that I wanted. Great customer service and she made it so easy for me to complete my purchase. I am looking so forward to receiving my new Plush mattress.

Your Plushbeds customer service representative,
Aferdz Garcia was extremely helpful in placing my order. Took the time to explain the comfort levels available and showed genuine concern I was purchasing the correct one. Plushbed's products are top quality and this is why I am a repeat customer.

Customer Service from Mike

Horrible customer service. I was looking at a latex sofa mattress and saw an offer for "50% off" in the lower left corner of the mattress' product page. I clicked it and took the time to answer the multiple questions they had and provided my email and phone number at the end to receive the code. When the code was revealed and I tried to use the code, an error came up "This discount has reached its usage limit." So I went to the chat option to get a new code. The representative on chat was no help and could not issue a new code, but multiple times sent me to a link for discounts for military, first responders, teachers, etc... I am none of those, the that page is irrelevant. After about 15 minutes of waiting for the chat representative to respond, I was given the number to the sales team to call and see if they could help. Which is where I met the least helpful customer service rep to date. He said that code was only relevant on "mattresses". When I asked "Isn't this a mattress?" and "Why is this code available to click on the page if it isn't available?". His answer... "It isn't available on that mattress. Sorry." And then he hung up on me. Be wary of this business and the fact that they falsely advertise on their website.

UPDATE: Called to speak with Asia to receive discount. Same gentleman (he said he was the "Manager") I spoke with before said "Asia does not have the authorization to provide a discount, and I will not authorize it." It's incredible with today's importance on a positive customer experience and treating your customers with respect that this gentleman has a job.

TO THE CEO of PLUSH BEDS: You need to really revisit the way your internal team functions. This has been a horrible experience and I will NEVER recommend your products to anyone. And I strongly suggest any customers looking for a quality healthy mattress go to a more reputable brand like Naturepedic or Avocado.

UPDATE #2: I received a call from Asia (Executive Asst to the CEO). She was so helpful and a completely different experience from the "manager". Someone who truly knows the importance of a positive experience.

Needless to say, Asia did what she said and honored her offer to give the discount/promotion shown on the website. Review would have been 5*'s had I only dealt with Asia and not called into the sales team.

I purchased the sofa mattress and Asia spoke with her warehouse to make sure it will be shipped out promptly. Thank you Asia! You've been so helpful.

Ferdz was great assisting us with the order and the delivery!

Informative site that helps zero in on the right mattress. Helpful customer service who quickly fixed my messed up order.

I was reluctant at first to order the same pillow I had just bought a few months ago because the pillow was a now at a higher price. When I emailed PlushBeds stating I was awaiting a further price drop, Mike offered a return customer discount which I accepted. My standard solid latex pillow is exactly what I was looking for-comfortable & supportive. I bought this one as a gift for my daughter. Thanks so much, Mike.

My customer service experience with Mike was excellent. He was extremely helpful and courteous and promptly addressed the questions that I had.

Mike was super helpful on instant chat. He guided me in choosing between the variety of toppers to find ones most suited for my family and I. He answered all my questions and even prepared a quote right there for me. Great company!

Mark solved my problem right away. Impressive customer service