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Mattress Customer Support
Comfort Support Services
With many mattress companies, when you buy a mattress that company is not the manufacturer, but simply a middleman. At Custom Comfort Mattress, we not only sell you the mattress, we construct it as well, so we can make adjustments to your mattress if needed because we are the factory. So if you have a need or concern with your product from us, please give us a call or stop by and allow us to do everything we can to bring you satisfaction.
The Custom Comfort "Comfort Commitment”
1. We offer comfort adjustments (firmer or softer) on most mattresses (sets) we provide. Individual mattress classifications/types have unique characteristics so they cannot be adjusted to duplicate the feel of another mattress type. We are here to help if your new mattress needs to be made a little firmer or softer. This is intended to “fine-tune” your mattress and is a minor adjustment (one adjustment included with no charge for labor).
2. You must give your body ample time to get used to your new mattress (set). We recommend a period of at least two (2) weeks before you contact us for an adjustment. Custom Comfort reserves the right to postpone service until two weeks from the date of delivery. Custom Comfort will make one adjustment (firmer or softer) with no labor charge within thirty (30) days of delivery. Custom Comfort is not bound or obligated to resolve comfort issues after thirty (30) days from the date of delivery. Services provided for comfort issues will be done at the sole discretion of Custom Comfort.
3. Adding extra padding or a pillow-top, or upgrading to higher quality cushioning materials or coils will incur a charge due before the service is performed. There are no refunds for any services, additions, or upgrades provided. Additionally, there are no refunds when something is removed due to the fact that it has been used. Transportation costs are the sole responsibility of the consumer. This service is available exclusively to the original purchaser.
Flip Service
Flipping your mattress is the best way to assure that it will wear evenly. Unfortunately, it is not always the easiest feat. We would be happy to come out for a small fee to flip your mattress. Call your local showroom and we will set up a time within the next day or two to service your mattress.
Warranty Issues
Of course our goal is to always make the best mattress we can using the best material we can. With that said, occasionally there might be a defect that is not caught in the manufacturing process. Give us a call if you believe this to be true. We will do our best to assess the situation over the phone through a series of questions. If needed we will have one our own customer service representatives come to your home and personally inspect the mattress (set) to see what needs to be done to correct the situation.
