Business ProfileforSleeping Organic

Sleep organic mattress company claims to be a BBB a-plus company. Their customer service and products are not what they state.
I purchased a 3 layer mattress and within the first year the layers showed signs of breakdown. They assured me that the issue was normal and that I should get a firmer layers of their latex. In total I purchased two additional layers and both were considered extra firm Dunlop latex.
Within months these layers showed breakdown to the point It caused severe pinching of my nerves in my back and numbness in my feet.
I have numerous email threads from the owner Chris ******* that either this is a "normal" breakdown of the mattress, offering to sell me more layers but never offering to warranty or take back the mattress.
The company doesn't answer the phone, respond to voicemails or emails in a timely manner. Chris can use Covid as an excuse but it doesn't prevent them from sending out email blasts for sales and discounts every week/month.
Chris insists that he has been in the business for 15 years and never has he had an issue like this with the breakdown of the mattress.
I don't believe him nor do I appreciate his poor customer service let alone his lack of a willingness to stand behind the products he sells with the product claims or warranty that he says his company sleep organic provides.
I would never do business with Sleep Organic or Chris *******.

Customer purchased mattress in 2019 and demanded a return with full refund 4 years later. Pictures provided showed the mattress well within warranty specs and looked perfect. We understand latex mattresses are not for everyone, but we can't provide refunds this far after purchase and even warranty claims have costs associated with replacement. We are also absolutely an A+ rated company with the BBB although we no longer subscribe to their paid service along with yelp and many others that demand money for "accreditation". Sorry again we were unable to help. We will absolutely do everything we can for our customers inside our very reasonable terms.