Update by user Mar 25, 2021 Company fixed the issue and I have been provided with product replacement. Immediately after contacting BBB, I received a phone call from Tom the salesman at Express Hospital Beds. He reassured me he was making the necessary connections to have the replacement mattress sent. True to his word, it did arrive and my issue with this company has finally be resolved. Many thanks to all that stepped up to see this was accomplished.. Original review posted by user Feb 21, 2021 Actually what I am writing now is only to reiterate what I have called Express Beds about for several weeks now, but for also notifying the BBB on the lack of customer service. However, I am posting again in the event others are not aware of the deplorable lack of customer service and the hoops one must jump through in the hopes of a resolution to issues. Less than 3 yrs ago I bought a bed and mattress for approximately $2500, plus the additional fee for In-Home-Service; the mattress itself came with a 5 yr warranty. I also paid extra for the 'white glove delivery'. However, the mattress began failing within the first 18mo or so, but I didn't call to report this being defective. As the mattress continued to worsen I did call, repeatedly relentlessly and even had pleasant enough conversations with Travis that it was 'being taken care of and my mattress being replaced was on its way to be delivered by FedEx. A week goes by and no mattress, I call again, same story. Finally, on the 3rd/4th try I did say that should this not be resolved promptly I would contact whomever it needs to be to get a resolutionin good faith. No results. Therefore, I contacted the BBB first and should this not be sufficient I WILL contact the Corporate office of Express Hospital Beds with my complaint. No doubt acquiring a refund would be just as difficult as being sent a replacement mattress. User's recommendation: Take your business elsewhere and save yourself the hassle and expensive of dealing with this company.