On 1/22/06 we purchased a GEN2 mattress only from bsleep.com for $899.00. This was purchased due to medical problems and many months of research on foam beds and price comparison shopping. We received the new bed 2/9/06. Due to the same medical problems, by 2/12/06, I was unable to sleep on the bed as it aggravated them. I sent several emails with no response. finally I was offered a "topper" on 2/22/06. It was sent to the wrong state! We received it about 2 weeks later. The mattress is just "NOT what the dr. ordered". I called and emailed numerous times. I was told that "the employee I was dealing with was no longer with the company. I was "talked" into a replacement mattress for an additional $400 on 3/21/06. After numerous excuses of lack of inventory, or supplies to "build the bed" we were given an estimate of 10-20 business days, that would make it 4/28/06. I called and actually cancelled the order once. They told me "I had to ship it back" when their website actually states "...You only have to call 1-800-810-4370 Customer Service and we will give you a rep that handles our returns. He will arrange the pick up of the product being returned as soon as you have it ready. We only charge the exact cost of the return shipments & Nothing more..." I found out it was going to cost me $400 to ship it back. Then I re-ordered it, to give them the benefit of the doubt. I was told the bed would ship 5/3/2006. When I could not get a tracking number on my bed by 5/4/06, I tried emailing, no response. Calling the 800# and the phone just rang. I finally dialed the long distance # and reached a recording stating that the warehouse was relocating and would be out of "pocket" until 5/20/06. I left a message and sent several emails and the response I got was that orders would still be shipped out on time. On 6/2/06 I was told they had only been back up and running for 2 days and wanted to know "what she could do for me?" When my return email bluntly asked "where was my bed?", I have gotten no response but that they will get back to me, or they are out of the office, or they will call me, but they are never there. I told them I would be contacting my attorney if I did not get a response. I would just like to have them pick this bed up, like their ad states, and refund my money, the $899 for the original bed and the $400 for the upgrade that we have never received. As for their rating...for customer service...I would give them a NEGATIVE NUMBER if allowed!!! And definitely NEVER recommend them to anyone. I looked them up on the NY BBB site and was astonished. As for their possible response of "this customer is lying!!!" I have correlating emails and phone records for proof that I have willingly provided to my attorney. And am assured that any possible "slander" or "libel" accusations will be dealt with in court, but I would prefer just to have them pick up the mattress and return ALL of my money!