Hi Sarah, we’re sorry this experience didn’t meet expectations.
As I outlined in our IG messages, after investigating with our supplier, we identified the issue as foam compression from shipping rather than a sizing defect. Throughout our conversations, I offered multiple resolution options including troubleshooting support of the current mattress, a replacement mattress, a full refund, and pricing an additional leather cover for the original mattress. You outlined this was requested so you could still use the mattress you're unhappy with while also receiving the replacement foam.
To clarify, the replacement mattress offer was never withdrawn I just also offered a full refund as a secondary option for you. The only request we were unable to accommodate was providing an additional leather cover at no charge alongside the replacement mattress.
Ultimately, we proceeded with shipping the replacement mattress just hours prior to this review being posted.
We care deeply about our customer experience and standby our products. I will use this feedback to improve our process moving forward.
Every purchase helps a dog in need.
