The Natural Mattress Store

We bought a mattress about six months ago and returned it. Found the mattress very uncomfortable, even after they tried to change the mattress filling. It’s made out of latex (told it comes from India), but it was either too hard or too soft. In addition, we lost $ 600 when we requested our money back. Not very customer oriented once we told them to take back the mattress. For what you pay here (we paid over $ 3k), you can get much better quality from a large mattress store where you can get 100% refund if the mattress doesn’t work for you. Buyer Beware!

I purchased a latex mattress from The Natural Mattress Store, and have been very satisfied. I’ve had the bed for a few weeks and I’m getting great sleep. Also, the staff and customer service have been terrific. There is a relaxed and no pressure sales environment. The store offers a free comfort adjustment (they do charge for delivery), which I took advantage of to get a slightly softer bed. The mattresses can be pricey, though not overly so, and the mattresses are a great value.

Worth every penny! Great service, great product.
A mattress is a huge investment. It feels good to know that what you’re putting your money into at the Natural Mattress Store is organic, contains no fire retardant chemicals and is locally-​owned. What you get is a choice from a huge range of firmness options, a well-​made product that will last for decades, and the assurance of their comfort-​exchange. We were really happy with our selection and didn’t need to make any changes, but just knowing that we had 90 days to exchange it took the anxiety out of the purchase. We absolutely LOVE our new mattress!

We strongly recommend that you avoid this store and their products. We ordered a bed frame and mattress in January and it was not delivered till May! Then it was the wrong color but they refused to take it back or replace – no returns on frames! The very expensive mattress, which we tried for several months, and changed a few times (they only charge a little for this service), were lumpy, uncomfortable, and uneven. We are returning the mattress but they will only refund 85%, less a restocking fee and a pick-​up fee. In short, bad product, bad service and extremely expensive!

I spent many hours reading about different mattresses, visiting at least 20 Bay Area mattress stores, and spent a lot of time laying on various mattresses before finally choosing my new mattress at The Natural Mattress Store. I went into the store at least 5 times and was helped by 3 different people during my visits. All of them were knowledgeable about their products, answered my many questions but also gave me plenty of space and time to make my decision without any sales pressure. No, these aren’t the cheapest mattresses, but I keep my mattresses for a long time and combined with my desire for a toxic free product, I felt I got a good value. The delivery crew was quick, efficient and polite.
Since sleeping on my new mattress, I have slept great. No back pains. No pressure points. I especially love the pillow top talalay — feels like I am sleeping on a cloud! Also, I was concerned about a latex odor since this is my first latex mattress, but my mattress is odorless.

It’s a bit pricey compared to the regular chains. BUT I love my new mattress! Delivery can be a bit slow, but worth the wait.

If I could, I’d give six stars. They simply do what they promise, and do it well. After delivery of my first mattress, I did not experience the lower back pain relief I’d sought, and NMS (and specifically Sheryl, the angel who works at the Sutter store), organized 4 exchanges (coils, foam, cotton) until I was happy. Not only did they change out the mattress, but Sheryl emailed me with each new delivery as a follow-​up to see how I was doing. Amazing service. Great company. Would buy there again in a heartbeat. Thank you!

I cannot say enough positive information about my mattress from this store. It is by far the best mattress I have ever slept on, and the best part of course is that it’s natural latex. It can be a little on the pricy side if you get the best they have, but since the mattress will last for so many years, it’s a great investment.
I used to think Tempur pedic was a great product, but then I discovered that Petroleum is used to manufacture it, which is toxic and off-​gasses…
Another point about the natural mattress, there was no «break in» period or getting used to it. The first night was amazing…
When I had the tempur pedic, I swear it took me about 2 months to get used to it…

Great experience browsing, trying many mattresses, and eventually buying one, along with a pillow and cool wood bed frame. Sharon was extremely helpful and did not pressure me at all. She even recommended the less expensive model of the two I was considering, based on my feedback and preferences.
90 day trial period and 12 yr warranty give me peace of mind.
Try to go on a weekday to avoid crowds. Don’t go if you like to haggle with sleazy sales reps. Do go if you want a quality, low pressure experience.

I love these guys! I bought a mattress about 9 months ago and meant to review sooner, but a testament that I continue to love my new natural mattress. After lots of research I felt good about buying a mattress that would not off-​gas and have potential health hazards. I also especially love that my mattress will last 20 years and was made locally! Not only will I save the planet from a handful of wasted mattresses and myself from chemicals not to mention the costs of purchasing 4 mattresses in that time, but I feel good that my mattress wasn’t shipped a million miles to get to me. The owners are so great! They made sure I was happy even when I changed my mind on level of firmness, not once, but twice;) Great company, natural and healthy product = highly recommend.

My boyfriend and I love our bed. One downside, we don’t want to get out of it. Should you never hear from me again, you’ll know what happened.

It took me several phone calls to finally get an invoice (the purchase was financed thru Wells Fargo)…I called and inquired why I hadnt received the invoice and Steve (owner) informed me they forgot to process it (hmmm…probably couldve had a free mattress)…anyway paid it off… was delivered a Cal King mattress (first mistake) with the understanding that I could return it at anytime within 90 days… I opted to do just that because the Cal King is TOO big for a King bedframe and my understanding was it was a King bed that was delivered and moreover I could swap it out within 90 days… called numerous times and once again talked to Steve… he told me the 90 period is for «comfort»…in other words they would change the bedding material (firm to xtra firm or vice versa) but not the size… thats not the way it was communicated in the first place… long story short I was told I would need to pay a restocking charge of 25% which is about $ 750 to get a King bed because accdg to Steve they now have a used bed… I guess for $ 750 «restocking fee» (uh huh) and they wave a magic wand and it becomes ‘restocked’ and resold or restripped… mind you I have had this bed for two months… anyway Steve in as eloquent a manner as ever informs me that I should think about it for a few days and call him back… I guess he thinks that the Cal King will shrink to King size… or that I am being unreasonable… or that the customer is always wrong (glad to see the sensitivity training is working)…bottom line: premium dollars for a bed that frankly I could have purchased at half price with same qualities… Steves attitude was less than helpful, the bed more hype than comfort, and frankly have three more bedrooms to furnish with mattresses… you can believe it wont be here.

The proof is in the pudding: The Natural Mattress Store blends local craftsmanship with quality ingredients, and the end result is a comfortable mattress that you can also feel good about sleeping on. Bye bye off-​gassing, hello breathable mattress!
I am so pleased with the medium-​firm Melody mattress that my wife and I purchased a month ago. I have not had a bad night’s sleep since! The Melody mattress is part of the line of mattresses that has a foam-​latex topper but also has a spring bottom, which makes it slightly cheaper than the all latex mattresses. This was a nice balance between natural ingredients and cost, as the $ 2000 price tag was far more reachable for us than the $ 3K plus tag of the all-​latex beds. And, to be honest, I was not as impressed with the comfort of this store’s all-​latex mattresses as compared with those made by Happy Planet in the Outer Sunset. Since Happy Planet’s prices are also a baseline of $ 3K, I am still thrilled with our decision to buy from Natural Mattress Store.
I agree with previous reviews that this is a low-​pressure buying environment, which is greatly appreciated. Organic mattresses are expensive and a big decision, so it’s nice not to have a salesperson breathing down your necks to make a decision. The 90-​day comfort guarantee made it easier to purchase with the confidence that we could change if the firmness wasn’t the right fit.
My only minor issues with TNMS had to do with one person whose name I can’t recall. The first saleswoman that we encountered, while not disagreeable and certainly not pressuring, was extremely awkward and uncomfortable to speak with. She did a lot of hovering and couldn’t really pick up any of the cues that we were just browsing. It was all with the best of intentions, but you can give me the laundry list of facts and stories about your mattresses if I ask about them — it’s not as welcome when I’ve told you that we want to be free to look for a few minutes. The saleswoman we worked with on our second visit to the store was WAY more adept at recognizing when to offer information and when to step back and let us look. It was a pleasure dealing with her.
Thank you guys for delivering such an awesome product!

I love my mattress and I love Barry, the salesperson. Barry did not try to over sell me or pressure me into getting my now wonderful mattress.
Barry took the time to educated me. I started my search at the Palo Alto store two years ago. I was not convinced that a natural latex mattress was the way to go, but the salespeople there were also about educating me.
I finally went to my local San Francisco store where Barry was excellent. I felt so reassured about my purchase. Again, no pressure, just information. He reinforced that they want happy customers, not the quick buck. He emphasized that I am going to have this purchase for more than 20 years, if not a lifetime, and I should be sure.
Once I was sure, delivery and customer service was fantastic.
Thank you!!!
I am getting the best night sleeps ever, and my nap time is fantastic, too.
I am glad these stores and these products exist.
All the best!
Saeeda

My custom mattress fits (they got the measurements right) and it was delivered when they said it would be, so they get three stars for covering the basics.
But consumers should be aware that they added an extra charge after I ordered the mattress, calling me and saying they «forgot» that it would cost extra. Nice way to pad the bill after you have closed the sale. They also charged my credit card for the balance owed weeks before the mattress was delivered. This was an unauthorized charge to my credit card. No harm done, I suppose, because I got the mattress and was satisfied with it, but it is a bad business practice.
Every time the company called me they seemed confused about whether my mattress had been made or not and even thought it had already been delivered when it hadn’t! And this was them calling me.
A big screw up on their part was giving the delivery guys my work phone number when I specifically told them at the time of ordering and again when scheduling the delivery to give the delivery men my home phone number. They assured me this would not be a problem and then messed it up. The delivery men were good enough to find my place on their own, but when they called to let me know they were on their way, they got the voice mail at my office.
When I first went into the store to place my order, the salesman was sitting at a desk at the far back of the room. He didn’t bother to get up. When I walked up to him, I saw he had a coffee cup and a bottle of Carolina Irish Cream (can’t afford Bailey’s?) on his desk. This was before noon. I can understand needing to take the edge off, but keep your game tight and put the bottle away!
Bottom line: if you need a custom mattress, this is a fraction of what McCroskey charges. The organizational snafus were worth the savings in my case.

I went in this store today with excitement about the product. I was not greeted by the sales person upon my entrance. After wandering around and trying out a few mattresses, I waited for a greeting. I gave the gentleman the benefit of the doubt and thought he might be busy doing computer work. When I saw on the computer screen that he was playing soiitare, I was sort of surprised. As I walked towards the door, he continued to sit in his chair and asked if I had any questions. Well, I am in a mattress store, and I think having questions are pretty standard. I replied yes, if he could tell me about the products. He replied that they sell two types of mattresses. One with all latex, and the other without all latex. No other info given. I asked if he was the owner, and he replied no. Well, I feel bad for the owner because they lost a sale today. The guy never even got up from his chair to make any indication that he was going to assist me further. I left with plans to visit the other stores selling organic mattresses. Too bad…