I purchased a king-size mattress on May 9th from National Mattress at their Woodbine location. The in-store experience was smooth—Henry was courteous, informative, and helpful. Since the king size wasn’t in stock, the mattress was delivered the very next morning, which I appreciated. However, the mattress delivered was smaller than the standard king size (should be 80x76"), measuring around 76–77" in length, including the stitched edges. I reported the issue the same day, but getting through to customer service was frustrating. After multiple calls with long wait times, I finally reached Henry again. I was asked to wait several hours for it to expand, but there was no noticeable change. I was then instructed to email a central address and send photos. I complied, only to be asked to resend the photos with a measuring tape, even though I had already confirmed my bed frame was a standard king size from a reputable Amazon seller (4.5 stars with 50k units sold, so no issue with bed measurements). I included pictures of the Amazon bed dimensions, clearly showing the mattress was significantly short of the edges—this was undeniable proof of the issue. At one point, I was told the mattress might have been placed incorrectly—horizontally instead of vertically. Of course, I checked and tried before complaining, but I did reposition the mattress, took pictures, and shared them as I told the measurements still showed it was undersized. The biggest frustration is the lack of urgency. The last email shared with them was 40 hours back with measurement pictures, followed by a reminder after 24 hours finally I heard back from them, and the answer I received is absolutely outrageous and unacceptable. They reached out to the manufacturers, and as per them, it can sometimes take up to a week for the mattress to expand. First, I was told it would take 4 hours, then 24 hours, and now it’s 7 days. So, it’s my duty to monitor the mattress, send more pictures, and that it might be fine in a few days—and if not, I can reach back out. It’s a vicious circle. It’s the 6th day days since I made the purchase, and I’ve received no resolution. No phone calls, no action taken to replace the mattress. This is especially disappointing because the mattress is for my elderly parents, who have spine issues, and National Mattress team is aware of this. This experience is a clear sign of sellers who are only interested in making the sale and couldn’t care less once the transaction is complete. A faulty product can be tolerated if the service is strong, but when both fail, you feel unheard and stuck. For such a high-price purchase like a mattress, I expected far better customer care, faster responses, and more responsibility. I hope this helps others make a more informed decision.