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Considering disruptor options over local due to return policy options

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30 Oct 2019 10:31 - 30 Oct 2019 10:40 #1 by lolo341
Any thoughts or comments on the following conundrum, which is probably quite common? I live about 45 minutes from one of the TMU expert member retailers. I shopped a couple options there and am convinced I could find something great there. BUT all sales are final with no exchanges.

I can understand that from a seller standpoint. But a shopper, I am feeling more inclined go in the direction of disruptors offering a trial period, who might offer some options to tweak a choice, and to varying degrees of ease, might allow for a return. This has been keeping me up at night more than my worn out mattress!

I've never actually had a mattress that was so bad that I wanted/needed to return it, but it's hard for me to make the call on something so final. In particular, I've been very interested in a latex innerspring combo, but even 30 minutes in a store isn't quite enough to tell. Maybe, ultimately, I'm more a memory foam gal, and how will I know unless I can really spend a few nights on something? This is how disruptors are disrupting, because I guess I'd rather spend a couple more hundred on a return than spending it on a topper to try to correct a choice that didn't quite work for me. Maybe that's ultimately my answer, but I'd like to hear from "the experts."

Just as we consumers want to end up with the right product, I know the manufacturers and sellers also want a shopper to end up with the right product. So how do we meet in the middle or what tips might you have for your customers? Keep in mind that I don't expect a 100% guarantee that a particular mattress is the one that will be the end all, be all. But I'd like some reasonable alternatives if a purchase doesn't work out.
Last edit: 30 Oct 2019 10:40 by lolo341. Reason: clarification

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30 Oct 2019 17:39 #2 by ClareMe
I’m not one of the experts, but I wanted to thank you for posing this question and for considering the point of view of both the consumer and the business.

I have been going through the same conundrum (although I don’t live close to any of the TMU trusted members, unfortunately) — there are some solid local mattress stores specializing in quality materials/products, and I’d love to “buy local”, but if my choice doesn’t work out for some reason, I don’t want to be stuck with “exchange only” when I already carefully considered, and bought, the mattress that I felt was the best for me.

I have been talking to some of the TMU trusted members on the phone and via online chat where I can build my own mattress and have the option to either exchange components to get a good fit or return the whole thing for the cost of shipping as a last resort. That’s a workable compromise so far as I am concerned even though it is a gamble because I won’t have been able to “try it out” beforehand.

I’ll be interested to hear more from the mattress business people/experts for ideas and alternatives that can be a win-win for everyone.

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30 Oct 2019 18:20 #3 by lolo341
Hi ClareMe, we are in the same (probably very large) boat. Build-your-own might be the way to go. I hadn't considered it, but I like how you put it: "a workable compromise...though it is a gamble" without being able to try before you buy. I hope that goes well for you! I might end up doing the same.

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31 Oct 2019 04:17 #4 by Luma Sleep
Hello lolo341 & ClareMe,

Thanks for reaching out to Luma Sleep through The Mattress Underground. A clear benefit of the online-based mattress retailers (disruptors as you call them) is the return/refund policy. In fact, many traditional retailers (i.e. those with brick-and-mortar stores) now provide a return policy that is similar in length. The "catch" is that you may be required to replace your return with another mattress from the same retailer. As with all things related to mattress purchasing from retailers, make sure you read/understand the fine print for your rights and options post-purchase. While the TMU member located near lolo341 many not have adopted the new in-home trial policy, we're fairly certain there are local mattress retailers that will provide you with an extended in-home free trial period. There are several TMU members that are "disruptors" and sell a latex hybrid product that you may want to consider.
A DIY mattress is an option for those who have the time and interest. You assume the warranty for your product, a risk many do not wish to assume with such a sizable expense/investment. Working with TMU members that are both suppliers and advisors for DIY mattresses is the way to go if you are so inclined.

Hope this helps,

Team Luma

Team Luma ~ Luma Sleep™
Researching for a mattress?... read The Mattress Shopping Tutorial.
Click here for TMU Discount Codes if purchasing from Trusted Members

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31 Oct 2019 18:13 #5 by lolo341
Thank you for your insight and response. DIY is feeling like more than I want to take on at the moment; however, I'm confident that I can work with TMU members to find the right fit. Thanks!

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