I own a Dux bed that I bought in 2001. I had a cotton topper, which used to be an option to the latex top pad. I loved it; my bed was super comfortable. I chose the cotton pad because I require a very, very soft bed, and the latex was way too hard. The cotton pad eventually wore out, after 8 years. I went to the Dux store to replace it, and learned that Dux was no longer making cotton pads. My only option was a latex topper, so I bought one, the Xupport topper for $2,075 plus tax. Ouch!!! I assumed that I needed to purchase a mattress topper only from Duxiana, and no one in the Dux store said anything differently, even when I expressed great displeasure at having only latex as my option, that I believed it would make the bed way too hard for me. Well, as I had feared, my body did not like the latex pad at all. I couldn't sleep a full night on my side.
Facing my 4th hip surgery, I knew I needed to replace the latex pad, or I'd never be able to lie on the bed for hours on end, let alone sleep on it. A friend suggested that I could buy any mattress topper. I sure wish that I had known that before I spend a fortune on the Dux topper. I purchased a 4" wool topper from Soaring Heart Bed Company. Two thumbs up for them. I planned to sell my latex topper on Craigs List, and looked on the Duxiana corporate website for information on the topper. There is effectively zero information on the website. So I researched latex toppers online, and found numerous websites with extensive information. So I called the Bellevue Dux store to get relevant details on my Xupport topper. I specifically went into the store vs. calling, as I'd had no success calling the store for similar type of info in the past.
Frances in the store had almost no information on the topper, nor seemed interested in finding out answers to my questions. She had zero awareness of latex manufacturing process. She'd never heard of Dunlop vs Talalay processes, which I learned in 5 minutes of online research. I persisted in asking her for answers to my questions, and she finally said that she would ask her manager, Michelle, and call me back in 3 days, since she was off for the next 2 days. I asked if she was clear on the questions that she needed to find out answers for, and she said yes.
On the afternoon of the 3rd day, I had not received a call yet, so I called the store. Frances took my call. When I asked her is she had spoken to her manager about my questions, she replied that she had already answered my questions when I was in the store. I reminded her of my unanswered questions, eg what the process was (Dunlop vs. Talalay). She repeatedly told me "it's natural latex", which means nothing, but she clearly had no idea what she was talking about. Further, she was completely not interested in helping me find answers. But she insisted that she was being very helpful to me. Her attitude was very apathetic. I cannot believe that Dux sells $2,000 toppers and $6,000 beds, and their website and sales people don't know what materials they are made of.
I called the NYC store and spoke to someone there who was much more knowledgeable and helpful, and he did answer my remaining questions, plus had some further ideas for me to consider.
I remain a very displeased Dux customer, and will never buy anything from Dux again. read more
