I had to return a mattress which I had purchased as it wouldnt go up the stairs (I thought mattresses could bend but not this one). I selected a replacement but was told that I had to phone Customer Support. 13 calls and 1 hour 10 minutes later I got through to be told that I didn't need to call them at all & that they could do nothing for me. Eventually a couple of weeks later I did get the replacement mattress but I won't be going there again. Local shop staff were fine.