We are beyond disappointed by our overall experience with Midwest Mattress. I will start with the only positive aspect of this entire situation. Lauren at the Altoona, Iowa location was kind and generally informative as she showed us various Helix mattress models. Unfortunately the precipitating factor to this whole ordeal began as we finalized the purchase of a king size Helix Midnight Core mattress and a king size Bedgear Mattress Protector. My husband and I understood Midwest Mattress' policy to be that all mattress "returns" are contingent on the purchase of one of their name brand mattress protectors, as this was the information verbally provided to us during our visit. We opted for the nicest Bedgear mattress protector which came to nearly $400, because per Lauren, we would not be eligible to "return" our mattress without said mattress protector. We at no time were informed of Midwest Mattress' unforgiving "exchange policy" or we would NEVER have made the purchase. We pretty strictly avoid purchases over $500 that prohibit returns. We spent close to $2000 on this purchase. Our mattress was delivered within two days and we excitedly brought it upstairs, removed it from the box, and allowed it to expand. We thought we had finally resolved an ongoing mattress issue until we went to sleep and I experienced some of the most excruciating neck and lower back pain. I attempted to push through the pain in observance of the standard "30 to 120 day break-in period," and eventually moved to our sofa after I realized that I was at risk of severely injuring myself. I immediately cancelled our previous mattress return with Saatva and set out to initiate a return for the Helix Mattress via Midwest Mattress' customer service line. I was shocked to learn that the request would need to be sent to higher management who would then "provide us with our options." I was clear that we wanted to return the mattress and be refunded. I was also clear that any amount of physical damage to our bodies during a break-in period is unacceptable. I feel gaslighted by the suggestion to push through excruciating physical pain to achieve the comfort we experienced while very briefly testing a showroom floor model. I am also frustrated by the suggestion that we were somehow expected to notice the contradicting return policy AFTER making the purchase. We are now stuck with nearly $2000 of product that is useless to us. The company has stated that our only option is to apply the nearly $2000 toward another one of their mattresses or foundations. From a business perspective, it makes zero sense to refuse this return while insisting that we return to the store to select another $2000 in merchandise, as this leaves them negative $4000. Moreover, all attempts to explain our situation have been met with the implication that we are lying about how the "return policy" was presented to us. We attempted to go local and got burned. Mike from higher management was condescending, rude, and disturbingly apathetic. We would never recommend this business to anyone who isn't 100% sure of their purchase or willing to exchange their purchase with another item from Midwest Mattress' fairly limited inventory. read more