With regrets, we do not offer white glove service or mattress removal. Our mattress ships broken down making it relatively easy to move from room to room. In fact, it's not even difficult to get a king mattress and foundation up a tight spiral staircase.
The mattress gets delivered by Fedex Ground, usually in three boxes. Most people find the mattress easy to assemble. We recommend two people, though we have a video on our website showing one of our staffers, Sam, putting her queen mattress together herself. Printed instructions are also provided with your mattress and we are always available to help by answering any questions you may have.
If you need assistance assembling your mattress you may be able to find resources through neighborhood networks, TaskRabbit or even Craigslist.
Regarding removal of your old mattress: customers have turned to charitable organizations, e.g.: goodwill; salvation army; wounded warriors; habitat for humanity; etc.; again, Craigslist [for free?]; local DPW; 1-800-got-junk. Household Goods is a regional organization based in Acton, MA. That may be an option depending on your particular location.
The white glove + removal issues are decisions we've made to keep our mattresses in the "affordable luxury" category. These services demand a high degree of attention from a management perspective especially in our case where we would need to maintain and oversee a distributed nationwide outsourced network. Even in the best of circumstances there is a high risk of error: trucks showing up late [or early]; muddied carpets; damage to walls or ceilings; wrong product being delivered; etc. There are retailers -- mostly in the brick + mortar space -- who do provide these services. They are valuable and add to the overall cost of goods.