Tuft and Needle–Mattress Review Update @ 5 Years

Almost 5 years to the day I wrote the original Tuft and Needle mattress review here: Tuft and Needle–Mattress Review and it’s time for an update.

Perhaps that original review was prophetic. At the bottom of the review I called out their 10 year warranty and if I had any issues in 5 years I’d shoot them an email and they’ll replace it. That’s basically what just happened.

Let’s rewind a little bit first. I would say the first 2 years with our Original Tuft and Needle Mattress was perfect. About that time, I started to feel like my side was sagging a bit. But that’s not supposed to happen so I blamed it on the the original box springs we used from the old bed frame. I purchased two sheets of 3/4 inch plywood and put a platform between the box springs and the mattress. This helped for a while and to be honest I forgot about it, for the next two years.

At around the 4 year mark, I really started to realize that as I rolled to the center toward my wife, if felt like I was rolling up hill. That’s no good. Standing back I didn’t see any clear visible indentation but clearly I felt like I was sinking or my side was softer.

About 3 months ago we got rid of the big traditional wooden bed frame and opted for a newer platform bed. This took the box springs and the plywood completely out of the picture. It didn’t take long until I was hating life. Yes, something was wrong, I was clearly sinking and my side was softer than my wife’s.

So I reviewed the warranty:

Quoted here in case it changes later: ‘We offer a 10-year limited warranty that covers manufacturing and workmanship defects in the product. It includes things like sagging, or body impressions that are greater than 3/4 of an inch. It’s also going to cover any material breakdown of the foam that causes it to split, crack, or deteriorate in any other way. The cover is also included in the warranty. So if you notice any undone stitching or if the zipper breaks, we’re here to help you out.”

That was the rub, 3/4 of an inch, when I looked at the mattress, I didn’t see that. So I reached out. They replied almost immediately with suggestions for checking the bed. You could place two similar weighted objects on the bed, one in the impression, one in the area not depressed, lay a straight edge across the bed and it should be obvious. It just so happened that I had ordered a waterrower and had 4 gallons of water just sitting around waiting for it to arrive. So we took their suggestions and took the required pictures.

For reference the difference in the labels showing was right at 3/4 of an inch.

They immediately replied, “No Question”, we’ll send you another mattress and make arrangements to pick that one up.

I took the opportunity to ask about upgrading to their new MINT Mattress and awesomely they have a policy for that. Just pay the difference in price. Lucky for us it was Black Friday week and they were on sale so the difference was right in line with what I was willing to pay.

*Boom* 3 days later we have a new mattress. Here’s the best part, we get a 100 night free trial on the new mattress since we upgraded. If we decide we don’t like the MINT, they will pick it up, refund our money and send another Original. I’ll update this post in a few weeks when we make our final decision but as of right this moment I think we’ll be in love with it as we were the Original when we first got it.

So if this one lasts 5 years we’re golden 😉 and I’ll buy another. (The replacement doesn’t restart your warranty, which makes sense).

This was one of the smoothest customer service experiences I’ve had in the last 10 years. They stood behind the product and have earned a fan for life.

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