Complaint Review: IKEA USA

Purchased Morgongava latex mattress 05/20/2015, which was reprecented to 100% Latex 85% natural 15% synthetic. We had layed on the mattress many times prior to purchase and it seemed to be what we were looking for. An environmental friendy mattress, that would last longer than 5 years, and was comfortable. It also helped that IKEA claims to have a 25 year warranty. We had been told by an over the phone representative that the mattress would be roll packed, which is was not.

We managed to get it home on top of my car, which in itself was a bad time. We got the mattress home it it smelled like a barn, which I thought was stange but it was described to have wool wadding. The mattress was extremely hard unlike the store model but was told that it would soften up with use. So we bought a topper in the mean time and it was fine for a little while. My spouse stated having shoulder issues with the topper and the smell didn't go away. Starting 05/20/16 contacted IKEA regarding the smell, they said take it back for inspection so you can return. After the ordeal getting it here my husnad wasn't happy about renting a truck and hauling a mattress back to see what they would say. I noticed on the label it stated that the mattress was not 100% latex 85/15 but 87% latex and 13% wool, hense the smell.

Contacted IKEA again regarding the stange makeup of the mattress and never got an answer of why it was made that way. Just that it is under warranty and to take it back. At this point we had gotten a new topper and kept it covered so really the smell was out of our thoughts, since still after several emails got no info regarding the latex/wool issue.

We ended up deciding to get a new bed in April 2016, which started more issues with our bed. The slats for the bed has about 1.5 inched between them and the mattress would start to sink into the slates we woke up in pain trying various ways to fix the issue. Finally we went back to the store and they suggested using there slats, which worked fine again for a little while.

This summer August 2017, our second topper was losing it's usefullness so we decided to take it off and sleep on the mattress. What a mistake I couldn't sleep at all, after 2 years still like a rock. Went to IKEA 09/21/2017 to see if the warranty we thought we had could finally resolve the issue of this mattress, we felt it is probably a manufactures issue or distribution issue. We were told there are no issues with there latex mattresses and that I should have returned in 90 days. The warranty doesn't apply and they wouldn't even look at the mattress.

I worked at IKEA for a short time and there customer service practices are sketchy at best. We didn,t return right after purchase because we thought since the mattress was latex it would take some time to soften up. Especially since we thought what we bought was the same as the floor model. Which I checked the label, it was 100% latex.