Good: We liked our mattress for the first four months that we had it - that is, before it developed a sinkhole right in the middle of it. The service rep (DeMarco) who came out to inspect the mattress was also very courteous to us.. Bad: EVERYTHING ELSE. The customer service rep (Joe) and, in particular, manager (Tom) we dealt with at MBF were unspeakably offensive and rude to my fiance and me. We were told that we needed to come in to MBF despite having bought our mattress at Rooms Today (one of MBF's stores). Tom made a snide remark that we didn't even buy the mattress at his store, so he didn't know why we were there. No solutions were offered, and Tom would not listen to any reasoning. The customer is NEVER right at this store.. Improvements: The current "warranty policy" at MBF is nothing more than a glorified return policy. We expected our 20-year warranty to allow us to replace our mattress with one of like-quality. This was only the case if we were willing to spend $300 more for the same mattress (a mere 4 months later), and $60 for MBF to pick up our DEFECTIVE mattress and deliver our new one. I would like to see a policy that would allow me to replace a defective piece of merchandise without paying $360+ for the same thing I already had. Other: I would again emphasize that I have never been treated more rudely by a customer service representative, which is what I would call Tom. Although he is a manager, he is in a business in which he should be open to a customer's viewpoint. Instead, he treated my fiance and myself as though we were complete idiots and/or cheap. I will never ever return to this store unless it's to serve them with some sort of legal process..