Old West Mattress

I bought an Old West mattress about 5-6 years ago and it is already significantly worn. There are body indentations and it’s lost support. I wake up with neck, shoulder and hip aches and pains. This has been going on for months. I reached out to the store to replace under the 10 year warranty. They no longer carry this mattress but said it IS covered for replacement based off the pictures provided. They CC’d the company asking them to replace it, twice. A month went by and I haven’t heard back from Old West. I contacted customer service today and they said I have to bring the mattress to Aurora myself and they won’t replace any mattress only “fix them.” I am a cancer patient going through chemotherapy inpatient at a hospital 6 days each cycle. When I’m out of the hospital I am obviously unwell and laying in bed (which is very uncomfortable and causing more pain). I cannot lift a mattress down 3 flights of stairs and get a u-haul to load it up and drive it an hr to Aurora. That is absurd. And they will not replace it? So I will be without a mattress while they “fix it?” For how long? And then have to rent a u-haul to pick it up and drive back an hour to Fort Collins and lift it back up 3 flights of stairs? This is a horrible system. Also, horrible customer service! Not only was the woman very rude, but this is an stupid policy that is not customer based or convenient at all. If you cared about your customers and upholding your warranty you would do what every other normal store does and send a replacement and discard this one, or could even leave to me to discard in my own if needed (but most companies will handle this service). Do not waste your time or money buying from them, they won’t honor the warranty they promise.

The mattresses are great when I'm trying them in the store. But the website is so old and outdated every time I find a model that I like, my sales guy tells me that has been discontinued or changed. How hard is it to keep a website updated? Especially when you roll out a new line of products. I'll probably go to Denver Mattress, they are more expensive, but at least I can do my own research and the company cares enough to provide accurate info online.

These folks delivered our new mattress to our house. They were efficient and polite, knowledgeable and hard-working. They removed our old mattress also, which was a great help to us. Thank you - great service!

Whoever is currently working in the office answering phones at the moment is extremely Rude . You guys ought to be ashamed of yourselves for having her as a customer service rep, she is horrible and needs to be gone highly disappointed in my experience with her for the last two weeks. All she has done is giving me hell. She hangs up on me and I refuse to contact them again due to customer service.

We bought the Mattress called Bonney, which I don't see offered any longer, but it is one of the most comfortable mattresses I've ever had. It is very soft, but firm enough so you don't cave in or have any indentations in the mattress. It compares some very expensive high end mattresses, without the high end price. This is where to buy a mattress. Will be back to buy more.