Bought a mattress from them two years ago. Liked it. Last month there was an odd bump that seemed to be a defect. Called them, emailed some pictures, and within a few days a new one was delivered to my home, and they took the old one to donate for me. Painless.
I had a similar experience to you. I did find a charity to pick it up, but it took 2 months.
the surreal thing was the CEO of Nest emailed and called me. Ordinarily a CEO calling to provide customer service would be great, but this guy was a jerk, and went on and on about what a stupid decision I was making. The customer service folks were nice and helpful, but it would be better for the company if CEO just hid in his office and didn't talk to customers.
Bought a mattress from them two years ago. Liked it. Last month there was an odd bump that seemed to be a defect. Called them, emailed some pictures, and within a few days a new one was delivered to my home, and they took the old one to donate for me. Painless.
I have no affiliation. Just a happy customer.