Mattress Comfort Assurance Policy:
Our goal is to do our best to ensure that you are happy with your mattress purchase. In the unlikely event that your mattress has a factory defect, we will replace it during the stated manufacturer’s warranty period.
If you are unhappy with the comfort of your mattress after having slept on it for thirty (30) days, please call our Customer Care Center at 860-474-1000 or 800-569-1284 within sixty (60) days of your delivery/pickup and one of our representatives will arrange for you to make a onetime re-selection on your mattress only. Foundations within the same manufacturer are not included in our comfort guarantee. We will charge or credit you for any price difference between the original and the re-selected mattresses. Credits will be issued based on the original method of payment via the guidelines stated above. We will charge you our prevailing re-delivery fee to cover the costs of delivery for the re-selected mattress and pick-up of the original mattress for any customer preference courtesy reselections. If you do not re-select another mattress, we will refund the full purchase price less our prevailing delivery fee if the original mattress was delivered.
Q: Why do I have to pay a fee when I buy a Mattress or Foundation in Connecticut or Rhode Island and what does it pay for?
A: As of May 1st 2015 for Connecticut and May 1st 2016 for Rhode Island, state law requires retailers to collect a recycling fee on each mattress and box spring that is sold. The state approved the amount of the fee, which is not set or controlled by individual retailers. The fee funds the state’s recycling program, which is administered by the Mattress Recycling Council. Visit byebyemattress.com to learn more or contact the Mattress Recycling Council via the information provided with your receipt. for details.
Q: Why does my new mattress feel different from the one in the store?
A: Mattresses generally feel softer in the showroom because they have been broken in by others laying and sitting on the mattress. Just like a new pair of shoes, it needs a break in period before it is truly comfortable.
Q: My bed makes noise when I lay on it. Is this normal?
A: In most cases noises from a bed are not from the mattress. The noise is usually from either the foundation or the frame. To determine this; first the mattress is removed from the bed and laid flat on the floor to test for noise. The same is done with the foundation. If no noise is found in either the mattress or the foundation, the noise is likely coming from the bed frame. If any part of your bedding purchase from Bob’s is making noise and is within the guaranteed coverage period, please(mattress/foundation-up to a 20 yr warranty)
Q: What should I do if I am not comfortable on my new mattress?
A: Your body is likely used to an older mattress. Your body has to adapt to the new one. It may take 30-60 days for your body to adjust to the new mattress. If after 30 days you are still uncomfortable please refer to our Mattress Comfort Assurance Policy (see above)
Q: How do I know if my mattress has proper support?
A: A properly supported mattress will give you many years of use and comfort. Proper support is defined as a matching foundation (or equivalent), used with an appropriate frame and center support or proper cross slat support.
Q: What is considered a proper foundation for my mattress?
A: Ideally a proper foundation is one that is sold to match the mattress. The mattress and foundation work together, acting as a unified shock absorber. It is OK to put a mattress on a solid platform bed. We recommend against putting a new mattress on an old foundation. Using an old foundation with a new mattress will jeopardize the new mattress. Even if the foundation looks new, a new mattress will soon sink into the areas were an old foundation has been worn. Putting a new mattress on an old foundation may also void your warranty.
Q: My mattress seems to be sagging. What should I do?
A: The comfort layers in a mattress with proper support will compress over time. This is considered a body impression; as the mattress is expected to develop a slight indentation where you normally lay. Anything beyond 1 ½” may be an indication that the mattress does not have proper support or there may be a potential defect in the internal construction. If the mattress has proper support and the comfort layers are compressed more than 1 ½”, we would be happy to send one of our factory trained service technicians to inspect your bedding purchase to determine if the compression is normal.
Q: Why does my new mattress have an odor?
A: Just like you may notice an odor in a new car, you may notice a smell/odor with your new mattress. This is temporary. During the manufacturing and shipping process your mattress is produced and immediately sealed in plastic. We suggest that you allow your mattress to air out for a day or two by removing the linens from the bed during the day to let any residual smells dissipate.
Q: Are the materials in my new foam mattress harmful to me?
A: All of the materials in our foam products have been independently tested and CertiPUR-US certified. They contain no harmful materials.
Q: What is CertiPUR- US Certified?
A: CertiPUR-US is an independent certification that our flexible polyurethane foam cushioning products; have low emissions for indoor quality, are made without chlorofluorocarbons (ozone deplete), PBDE flame retardants, mercury, lead, heavy metals, formaldehyde or prohibited phthalates. It also certifies that our foam cushioning products have been tested and approved for durability and performance.
Q: Do I need to rotate my mattress?
A: Our Bob’s Memory Foam mattresses do not require any maintenance such as rotating. It is recommended that our innerspring mattresses are rotated for more even wear.
Q: Why does my Memory Foam mattress feel warm when I sleep?
A: This is normal for a Memory Foam mattress. Memory Foam mattresses increase blood circulation, which will slightly raise your body temperature. Some people notice a feeling of increased warmth while others do not. We do carry gel foam mattresses which help to dissipate your body heat, if you prefer a foam mattress with a cooler sleep. Click here to browse mattress collections.
Q: Do all the mattresses come with a removable cover?
A: The Cirrus models are the only mattresses that come with a removable cover.
Q: Can I wash the cover on my foam mattress?
A: Yes you can wash the cover on your foam mattress. You should not however, put it in the dryer. It is recommended that you line-dry it.
Q: I don’t think the mattress I received is the one I purchased?
A: If you wish to confirm that the mattress you received is in fact the one you purchased you can contact our. By providing them with the VSN number on the law tag of your mattress, they will be able to tell you what mattress you have in your possession.
Q: Why is my mattress not the exact same size as advertised?
A: Our mattresses are handmade. The advertised size is approximate, and can be smaller or larger by as much as 1” or slightly more. This is the case with all mattress manufacturers.