I am familiar with the company as I made many visits there and the original latex mattress I purchased was a Custom Comfort latex mattress. I can't really speak to their mattresses with innersprings except for the fact that I did wander around and lie on a few, I watched the videos on how their mattresses are made, and I looked at their sample cutaways of their box springs and mattresses, which all seemed to be first rate construction.
Here was my experience with the latex mattress, which is why I wouldn't purchase from them again (the feeling is probably mutual-I don't think they would do business with me either).
I visited the store several times while I was learning about latex mattresses, and lay on their latex models for extended periods over several visits. I loved the floor models and decided on their #3 model. They told me the core was 32 ILD with a softer layer on the top and the bottom (to make it flippable). I decided to order the mattress and foundation. When it arrived, it was so soft I was bottoming out badly (remember I'm over 250lb). I phoned them about it, and they looked up the mattress they built for me, and told me the core was 28 ILD. Well that would be way too soft for me at my weight, and probably too soft for most people. I told them I was bottoming out and it was hurting my back. They denied there was any issue with them delivering a bed that was 4 ILD softer than what they told me was in the mattress. They asked me what I wanted, expressing it in terms of 10% harder? 20%? How much harder did I want?
They seemed to have little knowledge (compared, for example, to Flobeds) about making ILD recommendations, and as a consumer new to latex, I was at a loss as to how to express how much firmer I needed it in terms of a percentage difference over the 28 ILD.
They told me it would take a week for them to pick up the mattress and take it back to adjust the firmness. At that time, I realized that the extended timeframe to get the mattress back to them, have it remade and redelivered, in combination with the uncertainty about how much firmer I needed them to make the bed, meant that their "30 day comfort guarantee" was not a very good guarantee and that I might be stuck with a very expensive purchase that wasn't right for my sleeping needs. I called them back and told them I wanted to return the mattress because they didn't deliver what they told me the mattress was. After some lengthy arguing with the sales manager, he agreed, and told me their delivery people would be there within the next two hours to pick up the mattress.
Well this surprised me even further, because when I wanted the comfort exchange, it was going to take them a whole week to get around to picking up my mattress. At that point, I knew I had made the right decision to make them take the mattress back.
Sure enough, the guys came within two hours and picked up my mattress, and I received a full refund. Then I was left thinking, "what the hey? they were going to take a whole week to pick up my mattress for a comfort ajustment, but when they finally agree to take the mattress back for a refund, they suddenly have someone who can be there in 2 hours?"
I liked the shop, they had a nice setup. I loved the feel of the latex mattress floor models. I was impressed by the quality of the mattresses (latex and traditional spring mattresses) and their construction.
I was a lot less happy with the fact that they had poor quality control over the latex they deliver compared to the latex they represent on the showroom floor, and I was a lot less happy with the "comfort guarantee," particularly when I discovered that most of that 30 day period was going to be eaten up with the time it was going to take them to get around to pick up my bed for the "comfort adjustment."
I regretted being a coward about ordering a latex mattress from a latex mattress specialty company over the internet.
My husband was furious that I fought with CC and returned the mattress without consulting him. We had to kick my daughter out of her bedroom and sleep on her uncomfortable full bed for several days (her cheap S brand mattress has cratered even though it's just a few years old) while we waited for the Flobed to arrive. He was so furious with me he refused to help me set it up and I had to struggle with it on my own.
Now, he just loves the Flobed. I could not be happier that I stuck to my guns and went though that unpleasantness about returning the CC mattress, because I have had nothing but courteous, expert and prompt service from Flobeds. Since I ended up with a mattress that's considerably firmer than the floor model CC mattress, I feel I probably would have run out of "Comfort Guarantee" time before getting the CC bed properly adjusted to my needs.
Having said all that, I do believe their area of expertise is in the traditional spring mattresses, and they don't use any cheap PU foam in them. I believe they are made the old fashioned way with quality materials and high quality construction, and flippable. If traditional mattress is the way you want to go, I think CC could be an excellent choice! I just think they need to adjust their sales model on the latex mattresses . . .