sagging mattress not covered by warranty
Complaint
Lyndsey Kotrla
Country: United States
Simmons Mattress Company Refuses to Honor 10 Year Warrant After Only 2 Years
My mom had back surgery and bought a new mattress thinking that it would be better for her back than my parent's 10 year old mattress. So they purchased a Simmons pillow top from Mattress Firm. The mattress had a 10 year warranty and Mattress firm offers an additional 5 year warranty. After not even two years the mattress has already began to sag, leaving two large body impressions in the bed at all times (including when no one is in the bed). My parents felt that there was nothing to worry about seeing as how there is 15 years warranty all together from the manufacture and the distributor.
My mom contacted Mattress Firm and they sent out an inspector to examine the mattress. When all was said and done the results from the mattress evaluation concluded that the mattress was still in satisfactory condition and that there was no problem with the product and that it would NOT be replaced.
I personally spoke with the representative at Mattress firm and she informed me that the mattress is supposed to conform to the body. This is just fine but the problem is that my parents are in fact conforming to the mattress. If the mattress is supposed to conform to the body then shouldn’t it return to the original shape when the person(s) get out of the bed? Also Simmons tried to say that the warranty was voided due to conditions concerning the frame. The inspector said that there were “slats” inserted under the mattress and that these inserts did however void the warranty.
I decided to do some investigating of my own and I went into a Mattress Firm pretending to buy a mattress. It’s funny what a sales person will tell you when they are trying to sell you a mattress but it all seemed to change when you try to get them to honor the warranty of their product. I specified that I had an antique bed and that I explained the type of mattress frame that I currently owned. I told him that I had “slats” inserted under my current mattress and for some reason my mattress had still began to sag and that is why I was in search of a new mattress. The salesmen named Tim told me that it is ALWAYS recommended to insert slats under the mattress b/c they provide additional support. He reiterated this to me several times. Then he handed me a booklet with Mattress Firms selling factors. It listed 5 or so factors convincing me to buy from Mattress Firm; the last one being that they offer an additional 5 year warranty on top of the manufactures 10 year warranty.
This is such a sad situation that my mom bought a new mattress thinking that it would help her back after surgery and it is actually making her back worse. I sleep on their old mattress that is now over 10 years old and there isn’t a thing wrong with it. Price is suppose to be a reflection of quality and my parents were fooled in to thinking that they were paying more for a quality product when in fact this is NOT the case. Their old, cheap mattress is holding up much better than the new Simmons mattress that they purchased which is not damaged and the manufactures will not honor their warranty.
My mom has been forced to sleep on the couch every night because this new mattress that is not even 2 years old is not sagging and hurts her back because during the night she continues to roll into the permanent body impressions that are now molded into the pillow top. Not that this should make a difference but my mother is only 5’ 7”and weights 145 lbs. She is not over weight by any means, or by no means that should cause the damage to this mattress. They rotate it regularly and have performed all necessary actions to maintain the life of the mattress and these actions still have not made a difference.
I need assistance in getting either Mattress firm or Simmons to honor their warranty. If the mattress looks like this after not even 2 years, then what on earth is it going to look like in 10 years? The purpose of having a mattress is to sleep on it but apparently sleeping on it may void the warranty too so what is the point of offering any kind of warranty if the warranty isn’t going to stand in the end?
My mom had back surgery and bought a new mattress thinking that it would be better for her back than my parent's 10 year old mattress. So they purchased a Simmons pillow top from Mattress Firm. The mattress had a 10 year warranty and Mattress firm offers an additional 5 year warranty. After not even two years the mattress has already began to sag, leaving two large body impressions in the bed at all times (including when no one is in the bed). My parents felt that there was nothing to worry about seeing as how there is 15 years warranty all together from the manufacture and the distributor.
My mom contacted Mattress Firm and they sent out an inspector to examine the mattress. When all was said and done the results from the mattress evaluation concluded that the mattress was still in satisfactory condition and that there was no problem with the product and that it would NOT be replaced.
I personally spoke with the representative at Mattress firm and she informed me that the mattress is supposed to conform to the body. This is just fine but the problem is that my parents are in fact conforming to the mattress. If the mattress is supposed to conform to the body then shouldn’t it return to the original shape when the person(s) get out of the bed? Also Simmons tried to say that the warranty was voided due to conditions concerning the frame. The inspector said that there were “slats” inserted under the mattress and that these inserts did however void the warranty.
I decided to do some investigating of my own and I went into a Mattress Firm pretending to buy a mattress. It’s funny what a sales person will tell you when they are trying to sell you a mattress but it all seemed to change when you try to get them to honor the warranty of their product. I specified that I had an antique bed and that I explained the type of mattress frame that I currently owned. I told him that I had “slats” inserted under my current mattress and for some reason my mattress had still began to sag and that is why I was in search of a new mattress. The salesmen named Tim told me that it is ALWAYS recommended to insert slats under the mattress b/c they provide additional support. He reiterated this to me several times. Then he handed me a booklet with Mattress Firms selling factors. It listed 5 or so factors convincing me to buy from Mattress Firm; the last one being that they offer an additional 5 year warranty on top of the manufactures 10 year warranty.
This is such a sad situation that my mom bought a new mattress thinking that it would help her back after surgery and it is actually making her back worse. I sleep on their old mattress that is now over 10 years old and there isn’t a thing wrong with it. Price is suppose to be a reflection of quality and my parents were fooled in to thinking that they were paying more for a quality product when in fact this is NOT the case. Their old, cheap mattress is holding up much better than the new Simmons mattress that they purchased which is not damaged and the manufactures will not honor their warranty.
My mom has been forced to sleep on the couch every night because this new mattress that is not even 2 years old is not sagging and hurts her back because during the night she continues to roll into the permanent body impressions that are now molded into the pillow top. Not that this should make a difference but my mother is only 5’ 7”and weights 145 lbs. She is not over weight by any means, or by no means that should cause the damage to this mattress. They rotate it regularly and have performed all necessary actions to maintain the life of the mattress and these actions still have not made a difference.
I need assistance in getting either Mattress firm or Simmons to honor their warranty. If the mattress looks like this after not even 2 years, then what on earth is it going to look like in 10 years? The purpose of having a mattress is to sleep on it but apparently sleeping on it may void the warranty too so what is the point of offering any kind of warranty if the warranty isn’t going to stand in the end?
Comments
As you said, it shouldn't matter however, I'm also 5'7" and 135 lbs.
checked box springs to find out the furniture store gave us damaged box springs. wife has been needing treatments every since we bought bed. complained from day 1. no one will fic problem as of yet. maybe we should all ban together anf sue them?
What to do next? I can't afford to throw this mattress in the dump - $1,129 wasted? However, my health is at risk because of this product. After reading everyone's entry, I feel that we have all been swindled. II company is not standing behind their product. One person said that they "got mad" and finally got a refund. Please tell us how you did that?
currently sleeping on bed on the floor. it has stopped the caving in on mattress.
That's pretty darn good customer service.