Review Time
I absolutely have loved all of my experiences with this company. I’ve had zero complaints about my products, but what has stood out to me is the outstanding customer service I receive over and over. I’ve reached out to them several times and I am continually met with kindness and grace. I feel this is such a rarity in companies today.
I absolutely have loved all of my experiences with this company. I’ve had zero complaints about my products, but what has stood out to me is the outstanding customer service I receive over and over. I’ve reached out to them several times and I am continually met with kindness and grace. I feel this is such a rarity in companies today.
From the moment we received the mattress, I had serious concerns about its comfort and support. The ends noticeably sag, and when lying on the mattress it does not cradle the body as expected. The head area feels unusually high, the center feels saggy and unsupportive—particularly through the mid to lower back—and the foot area feels oddly elevated. In addition, the edge support is extremely poor. Sitting or lying anywhere near the edge makes it feel as though I will roll off, which forces me to stay rigidly in the center of the bed and prevents full use of what should be a king-size sleeping surface.What is most concerning is that these issues were present from the very first day. I am 5’1” and 110 lbs, so the sagging in the center is especially troubling and does not make sense given my weight. After just one night on this mattress, both my husband and I woke up with back pain. I have not had back issues in over 10 years, and after sleeping on this mattress I was in significant pain.I wanted to return the mattress immediately, but my husband encouraged us to continue using it due to your trial requirements, hoping the issues would resolve over time. Unfortunately, they have not. In fact, the situation has worsened. I now dread waking up in the morning due to back pain, and I dread sitting on the edge of the bed just to put on my socks because the sagging edges make me feel unstable. The stupidity is they encourage you to trial it for three months and at that point you cant even figure out how to return such a heavy piece. So then you are stuck. If you make the mistake of buying this and its awful, and it will be AWFUL please return it immediately.We regret purchasing this mattress sight unseen. While we have successfully purchased mattresses online in the past, this experience has been entirely different. We still own our previous mattress, which is approximately 15 years old, and it feels far more supportive and stable. We upgraded to a king size, which is the sole reason we purchased this mattress, yet we now find ourselves competing to sleep in the guest bedroom because the old mattress provides support and does not cause pain. DO NOT PURCHASE TURMERRY!
When I first made my order I waited a week before emailing in to see when the Pillow I ordered would ship. I got the pillow and absolutely hate it. It is a shredded foam pillow and it is hard as a brick. I submitted the form for a return and found that the 120 day return policy is nothing like the rest of the industry. They will only all a return of something that is not used. When you submit the form it says they will give store credit for the donation of the pillow. I submitted the form and not it just sits in submitted. It has to wait till it says approved before they even tell you the expectations for the donation. I emailed in as a follow up and have received no response. Not even one that the email was received. The customer service is a joke. While I might be stuck with store credit, I debate if I should even give them another chance and use the store credit.
Update 9/12 Trust Pilot reached out on behalf of Turmerry requesting additional details which I promptly provided. Evidently Turmerry reads and reacts to reviews on Trust Pilot but not emails sent directly to their customer service. I have still not received my refund, and no response to my email inquiries regarding my refund. My UNUSED pillow was returned and I have proof of receipt from UPS of its delivery to Turmerry. ORIGINAL REVIEW: The neck support pillow was limp and unsupportive straight out of the box. They approved return, sent me instructions and address to return AT MY EXPENSE. Pillow was delivered to them 2 weeks ago and no refund. They don't even respond to my email inquiries as to the status of refund.
I love my new mattress and the topper I recently received from Turmerry. Their products are very high quality while keeping their prices affordable. My mattress is as comfortable as latex mattresses I tried in-store that were more than double the price. Their customer service is extremely responsive and helpful. And shipping was prompt. I couldn't ask for a better experience. I've been recommending Turmerry to everyone!
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