Business ProfileforTuft & Needle

I purchased a Tuft and Needle mattress and am attempting to return as the mattress was incredibly firm and not cooling as advertised. The website made it seem this would be an easy process, but it has been a nightmare both attempting to contact customer service and receive a response as well as to have this returned/donated. I have been going back and forth with them for about a month with no end in sight, communicating with ************** who continues to lie. I wanted to donate this as a landfill is incredibly wasteful, but the company is now saying *************** a charity they list multiple times in their own suggestions for mattress removal and disposal, is not an approved charity. They said this was because some locations do not accept mattresses, but are not willing to make an exception as my local one does. Their website has several instances of conflicting information with this, but customer service is denying this and swears they make this clear (which they do not). They do not even follow their own policy and cannot get a straight answer. They have also shared all of my personal contact info with an external company, RXO, to pick it up without my consent and this company has proceeded to contact me repeatedly in all forms multiple times a day. This is a huge privacy violation and I had to block the companys messages because they were contacting me so much.I want a refund and to be able to donate the mattress as your website outlines. This return option has been scammy, and I will never buy from this company again. Terrible experience and do not recommend at all. For this price, buy a real mattress instead of a foam in a box version, because customer service does not care.