The Bed Affair continues

Well after much online mattress evaluation I ordered the Cal-King Nova Form Infinite Comfort Memory Foam Mattress from Costco.

It has the tempurpedic like foam in the top, and the Sleep Number like air bladders inside. For around $750 on sale if it works it is a fantastic bargain, and if not a small waste of time.

My biggest issue with Costco was what the return policy really is. I really wanted to know what Costco’s mattress return policy was. So I e-mailed back and forth and here is what the Costco employee said to my questions about the mattress return policy for Costco.
Here is the first e-mail he sent back. It contains my questions with his answers to them.

Dear David,

Thank you for your e-mail to Costco Wholesale.

Can you also tell me if we order the mattress online, how much is the delivery charge? No delivery costs.



How long can we use it before we decide if we want to return it or not? Return at anytime



How much does it cost to return it if we are dissatisfied? No Cost


How would we go about returning it if we were to do so?

We offer two convenient return options. Costco.com refunds include shipping and handling fees.

1. For an immediate refund, simply return your purchase to any Costco location. To find a location, please click http://www.costco.com/Warehouse/Locator.aspx.

2. Please reply to this e-mail at customerservice@costco.com with the following information if you are unable to return the product to the nearest Costco location due to product size and weight.

You will be contacted regarding your return within 5 to 7 business days. Please include your name, order confirmation number, phone number, and the reason for the return.




Thank you,
Devin
Costco Wholesale Corporation

I then sent an e-mail back to him asking him to clarify it a big and he replied.

Dear David,

Thank you for your e-mail to Costco Wholesale.

If you wish to return this item then I could do that for you, I just need confirmation. You can email me directly with your order# and the item/item number that

you are looking to return, and I will take care of it for you. devin.williams@costco.com. There is no cost for the process of returning an item, so

you will not be charged for the delivery or pick up of this item.

Thank you,

Devin
Costco Wholesale Corporation

So what I get from this is try it out, see if you like it, and if you don’t we will come and get it for no charge. Assuming this is true, then Costco just moved up another huge notch in my book.

We will be getting the mattress this week or so, but will not be setting it up for a few weeks as we have to paint the bedroom. As soon as the new bed arrives from Crate and Barrel, and the paint is up, then we will be setting up the bed and trying it out. I will report back then!

Here is a summary of all of the posts I have written about beds.
Hunting for the perfect mattress
The bed affair continues
The Costco Bed Constructed

26 Comments

  1. Kerry

    Hi. I found your entry and I am in a similar situation — I’m 42 yrs old, 6′ 4″, 205 lbs — looking for a Cal-King. I am thinking about the same mattress from Costco.com. I am looking forward to hearing what you think of it. When did you find it on sale? I’m seeing $899. Is there a coupon out there I am unaware of?

  2. dk

    Kerry,
    It was on sale on the site, and I think expired around the first of the year.

    The mattress arrived and is sitting in a box in our living room. It does not seem possible that all the parts are in the box as it is rather square and maybe 4 feet by 2 feet by 2 feet. It is very dense and heavy.

    We are waiting for our bed which may take another month or two, and then putting the mattress on it.

    dk

  3. KD

    I’m dying to hear what you think of your new mattress ??? Thanks a lot for the excellent analysis.

  4. jandrh

    Thanks for your indepth review and info of these mattresses. We found the one at Costco as a result of your research and are hoping to purchase it soon. How soon do you think you will have yours set up to give us some more feedback? Do you have any idea what kind of foam is used in the sidewalls and how sturdy it is? Can the foam on top be replaced separately or is it all one unit? Is the pump real big or is it pretty compact? I can’t find much info about this mattress on the web.

    Thanks!

  5. dk

    jandrh,
    I don’t have the answers to any of those questions yet. As soon as the bed arrives from Crate and Barrel we will take the Costco mattress out of the box. After it is set up, I will write up all that I see!

  6. Johnny Wang

    I have read that some mattress companies will let you try out their mattress for up to 3 months and if you aren’t satisfied then you may return it at no cost/charge and you get your money back. Is it real? I’m not sure about every mattress company, but it doesn’t hurt to ask I suppose. I just called Banner Mattress and asked if they had a trial plan or anything of that nature. The following is information that I was able to extract from the El Cajon stores‘ associate.

    Banner Mattress has a comfort policy that lets you use the mattress for up to 60 nights. If you are not satisfied with the mattress you can EXCHANGE it for another one.

    There is a $50.00 delivery fee for the pick-up and return of the mattress. If you have the mattress picked up and your new one delivered the fee for all of the transportation that took place that day is $50.00. However, if you have them pick it up one day and then you choose another day to have your new mattress delivered you pay another $50.00.

    Thankfully the associate added one last little tid-bit of information. As I was hanging up the phone I heard a voice echo, from what I was positive was the electrical outlet above my counter, “oh and one more thing”. Many people have experienced this. The mid hang-up brake stance.. while staring at something you thought you heard. It sort of reminds me of Columbo. You think your done but your not. Anyway, the wonderful associate informed me that there is a 20% RESTOCKING FEE. Not that big of a deal though (wink).

    I only imagine that many mattress stores would have similar policies but I would encourage anyone who finds themselves in the market to ask if they can receive a free trial or at a minimum ask about one! That is if Costco doesn’t work for you.

    Costco in this case does sound like a good way to go. Thanks for the info Dr. K!

  7. spork

    any update on the bed? i’m thinking of buying this same mattress, but the reviews are far and between.

  8. I am in the process of returning a regular mattress set to Costco online. They do come and pick it up and it takes 7-10 days to receive your credit. What mattress did you finally get? Are you happy with it? My husband and I are tired of falling into the middle of the bed. My back aches every morning…my arms fall asleep….I toss and turn….help!!! Need mattress referral.

  9. Jon

    I am wondering what happened with the bed you bought from COSTCO? I hope you are well. We are looking at finally replacing our old worn out mattress and are leaning toward a memory foam type mattress given what has been said above and our own needs. I really appreciate your providing this excellent info, it has saved me lots of time. Cheers!

  10. Scooter

    I am looking at the queen size in this mattress on sale now at Costco and it sounds great anyone have an update on comfort? Any pros or cons from anyone yet?

  11. sue

    We got the costco Hainsworth King ultra plush boxtop latex mattress about 3 months ago.

    The pros:
    Good service, delivered within 2 weeks.
    Extremely well-made – we can lift and move the mattress using the handles without fear of the ripping out, as they did on our previous mattress.

    The cons:
    For us, this mattress is way too soft. We both have backaches when we wake up. This was the one mattress for which there was no mini-sample at our store, and we couldn’t find any feedback online about it, so we took a chance ordering it. When we get into bed, the mattress dips considerably – I feel like I’m sinking into it. There is a big “hill” or “bump” in the middle where the two box springs come together. The only way I can keep my back from hurting is by sleeping on this hump, where it is more firm. That crowds out the dear hubby.

    Others may not sink as much as we – the DH weighs 300 lbs. and I weigh 210 lbs.

    I love everything about costco, but we are returning this mattress.

  12. Scooter

    Infinite Comfort Memory Foam Sleep System at Costco.

    We received this mattress about a week ago and boy was it a pain to put together. The main problem we had was the mattress cover come with such a cheap cheap did I say cheap plastic zipper it broke the same day we assembled it. Sleep Innovations say they will send me a new one right away no hassle. Sounds like this is a common well know problem. Very bad decision on their behalf to use such a cheap zipper that will never last the assembly process let alone the fire years limited warranty (what ever that is). I would have paid the extra $5 bucks for a metal zipper that would last why cant Sleep Innovations see this? This is such obvious failure point you would have to be incompetent not to know it, or just not care. Thank God its from Costco, I can take it back anytime for a full refund shwooooh.

  13. Scooter

    Oh but it is very comfortable to lay on!

  14. james

    Ordered a Queen sized Infinite Comfort from Costco. Novaform initially f’d up my order by putting a King memory foam topper along with the Queen cover.

    Called Costco.com to process the return which was a pain. First off you have to wait at least an hour to speak to a rep, but the computer puts your call in a queue and returns your call. I had to speak to 3 different reps until I got one that was helpful. Costco.com doesn’t email you anything to prove that your return is being processed. After waiting about a week without hearing anything, I called Novaform directly and they were able to give me answers.

    Novaform told me to trash the memory foam portion and just send the mattress cover and air chambers back once I get my new mattress.

    So finally tonight my mattress comes in. The order is correct and took me about 1 hour to assemble. I’m going to sleep on it tonight for the first time. I will write a follow up after a week or so. Oh and btw, it my mattress doesn’t smell as strong as others might have noted on other sites.

  15. lisa

    hah, banner mattrass is not as good as some one describe. We just bot a mattrass from tham, but problem is that when my husband and I in the bed it feels like we are sleeping in a hole. When we went to the store exchange the mattrass, saleperson told to us that if we going to exchange mattrass we would not have dicsount any more so bacecli we have to buy matrass for full price, also it have to be price equal or more than we paid first time. Problem is, no one told us before about that policy.

  16. Cate

    Hi,

    So did you not put this matress on a box spring? If not, what did you use as an alternative?

  17. Dave

    Any further word on the Hainsworth? I ordered one – hopefully it will be good. I tried a Garder Latex mattress – it felt very comfortable. However, it is almost 2x the Costco price. I don’t think it is 2x better.

    Any feedback would be appreciated!

  18. Donna

    So, it now October 2008. How did the costco mattress work?

  19. Dave

    Well, my mattress arrived today. It is huge! Feels comfortable now. I will try it hopefully starting tonight and let everyone know how it performs.

    It weighs a ton! It took 2 delivery guys and me to get it upstairs.

  20. Dave

    Well, I think I will be returning the mattress as well. It felt great the first 2 weeks, but is too soft. I wake up with aches and pains in my back and shoulders.

    I will try one more Sealy at Costco before going elsewhere.

  21. AW

    Hey,
    Did you end up liking this bed? Costco has the king on sale now for $439 until March 1st. I bought a sleep number bed around ’96 and it was the best bed ever. Around 2003 it started to sag in the middle and got that funky mold problem. I threw it in the trash. I’d love to get another but the sticker is too pricey for me. This seems like it would be comparable. What’s your opinion?

  22. jacky

    I just ordered the queen size bed from Costco for myself to sleep in. However, looking at the way the air inflaters are setup on both sides, would this bed work for a single person sleeping at the center of the bed?
    Thanks!

  23. Infinite Comfort indeed

    Having just assembled our NovaForm Infinite Comfort Memory Foam Mattress from Costco, I can understand the criticism that the zipper and other parts seem cheap, but the sale price of makes this a no-brainer. Once assembled correctly, it feels like a much more expensive mattress. Only time will tell whether it holds up, and Costco and Sleep Innovations both sound like they have fair customer service policies. Note they included a bonus pink, beaded memory foam pillow. Very suggestive.

  24. Xiaobao

    DK, how did you end up liking the bed?

    Others, please feel free to chime in.

  25. Not Pleased

    I purchased a NovaForm Infinte comfort CalKing mattress from Costco. They are made by Sleep Innovations. I found the bed to be very comfortable. I liked it so much that I bought a second for another room. BIG MISTAKE, as I’ve since found out the mattresses, while comfortable, are not well made. The first bed is now five months old. One of the two air chambers has a slow leak, the other developed a hump in the center, so your feet and head are lower than your midsection. Upon contacting Sleep Innovations, for a replacement, I was informed that mattresses purchased after May 4th, 2009 only had a 30 DAY WARRANTY. This was not disclosed at the time of purchase! The Sleep Innovations Customer Service representative made no effort to help. Lesson learned. DON’T BUY SLEEP INNOVATIONS PRODUCTS- CHEAPLY MADE, TERRIBLE CUSTOMER SERVICE. Both beds are now going back to Costco.

  26. John Sisti

    The AERO Bed mattress built in pump can be disassembled and used as a replacement motor for the air bladders in these beds. I found one at a garage sale for $6 took out the motor with fan and mount and it fit right into the pump mount on the NovaForm Infinite Comfort bladder. It was very easy and quick to connect the wires and the bed works better than ever.
    If anyone has one that’s broken they want to sell I would love to have another.

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