Delivery was terrible & I communicated it to customer care

Product was excellent and promptly shipped, but I don't appreciate unsolicited e-mails and texts.

I haven’t received my order

You shipped me a giant roll of plastic packing materials instead of a mattress pad. When I brought this to your attention, you did not immediately ship me a replacement but instead "opened an investigation" that went on for at least a couple days. Your shipping departments failure is not my problem as a customer.

We really wanted to enjoy the product. The problem, I believe actually lies in how the product is shipped and the overall damaging impact it has on the mattress. We ordered a FIRM mattress because we desperately needed the support for our backs and hips. The mattress comes folded in a box (like most do) BUT IT COMPLETELY LOSES ITS SUPPORT IN THE MIDDLE WHERE THE FOLD CREASE IS! Upon unboxing, we let it sit flat to rise for three days. Nights 1-5 were pleasant, THEN THE SINKING BEGAN!!! Nearing the end of our 21 day trial and its beginning to feel like our old mattress. My wife and I are just over and just under 200lbs (not uncommon weights).The feel of the mattress where there is no fold crease is great! But that's not where we need the support.

I was too busy to reply on a survey regarding my complaint on 2 tears (rips) on my mattress. By the time I got to reply, the ticket was closed. So here we are now. The first damage I found was considered by your company as a “cosmetic imperfection” and does not affect the performance of the mattress. When I found a 2nd much larger damage, I was simply thanked for my information and your “quality control” will look into it. Never heard anything back. If I purchased a brand new sofa and found a tear or two, the seller / manufacturer replaces the item. Or at least, tries to compensate in order to convince the buyer to keep the item. This saves the seller / manufacturer a great deal of money. Better than having to pick up the damaged item, giving a full refund, or providing a replacement. By doing this, they know that they have provided proper and satisfactory customer support and in hopes that the customer will promote their product. What has S&S done? Please note that this review is only based on what has occurred and not a review / comment on the mattress itself.

Sent an email

I do love the purchases I made, and the fact that you are using recycled materials to make the matresses. I would like to pay less for the towel sets, and not have to think about the damage their fabrication causes to the environment.

Since 1 of the items I ordered (duvet) was out of stock, after I had placed my order and was not mentioned on the site, maybe send an email to customer advising of the shortage and options to proceed (keep order or refund). I had other items in my order (pillows), that were not shipped with the rest of my order. I understand not everything is shipped together, but the kind representative (who responded to my email about not receiving the remainder of my order) informed me that the pillows were to be shipped the following week. I still haven't received a tracking number, so hopefully I get one by the end of the week. The customer service by itself would be 5 stars for answering my questions and the quick reply.

Yea, maybe try getting back to me. This is the 2nd negative review about no customer service at all. I've tried live chat 2x and sending emails / filing tickets. No response.