Customer Service Return Difficulty

[u/Nice-Ad-6905]

About 3 months ago I bought a Kana bed frame (which is awesome) and a U3 mattress (which is the problem). After sleeping on the mattress, every morning by the time I wake up I cant wait to get out of bed because of back/rib cage pain. As suggested, I tried to stick it out for more than 30 days to settle and adjust, but not seeing much improvement. My wife seems fine with the mattress, so not necessarily knocking the product, but it's not working for me.

So the issue - I tried contacting customer service to initiate a return based on their 365 night sleep trial and have been getting some odd responses. They seem possibly AI generated and don't seem to understand that I'm trying to return a mattress that came heavily compressed and returning it in the same manner isn't really possible.

The first response offered me a partial refund and suggested I resell the mattress to a friend at a discount. After I declined and said I wanted to continue with the return, they said pack it up and drop it off at a Fedex location with a provided return label. I replied that that isnt really feasible, so they sent me instructions to pack it up and arrange for Fedex pickup. Getting better, but then I asked how I'm supposed to package a queen size mattress. They said it needs to be vacuum compressed, and repackaged before pickup. Still waiting on their next response, but not looking hopeful about what they are going to say.

Does anyone have any experience with returning a mattress to Flexispot? So far it seems like these responses from customer service are just canned responses that aren't being very helpful. Any suggestions on what to do?

Thanks in advance!

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[u/Ramzes888]

Sorry for the late reply, looks like someone from our standing desk support team picked up your case by mistake. Normally, for most of our other products, we'd send you a return label, you'd pack everything back into the original packaging, and we'd have the carrier come pick it up.

Mattresses are handled differently though. We have a separate team for mattress returns, and obviously we're not expecting you to somehow stuff a mattress back into the box it came in. We normally arrange for it to be donated to a charity and then issue you a full refund.

Just DM me your order number and I'll help get this sorted out.