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
It's amazing how so many people have absolutely no common sense. And then they get online and post their ignorance all over the internet.
It's impossible that so many people have sagging issues with so many mattresses due to spring failure. It is the foam that sets. I just bought a Sterns and Foster pillow top expecting the same issue. When it happens, I will carefully cut out the pillow top and replace it to see if it comes back like new. This is an experiment. Did you ever notice that the warranty covers 1.5" sagging and above. That's the height of the pillow top foam. They know it wont go to zero. What mattress companies need to do is what Sterns and Foster did with their original mattresses. It had a zipper where you could see the high grade cotton and felt inside. We need zippers on the pillow top. That's to their advantage because they would have a steady recurring maintenance cost for their beds. Nobody can deny the comfort of a brand new pillow top. Hey wait, maybe I should patent this!
These people wouldn't have complaints if it wasn't for the misleading advertisements, and deceptive comments by mattress sales people. Those of us that don't have the experience that you do rely on the people at places like Mattress Firm, and Simmons to sell what they advertise. They're your best friend before we buy a mattress, and the minute we walk out the door, our purchase is now our problem; regardless of any "warranty." If you think these actions are the purchasing parties' fault, maybe it's you that should "wake up."
A warranty is a legal contract. A company cannot legally change the warranty after you've bought the item. That's like buying a warranty for a plasma tv and then Sony saying "sorry, kidding, we don't cover plasma". Check your warranty cards folks. Check the "law tag" on the mattress - they call that a law tag for a reason. Ask for the legal language from Simmons that shows the change in warranty coverage. Have your company go to bat for you. Simmons needs to back up their claims, bottom line. If this isn't corrected, I wouldn't be surprised at some point soon to see a class action lawsuit.
because of a large sag in the mattress. Just heard back, they will replace the box springs! THey are admitting a problem with the box springs yet won't replace the mattress. The mattress is already ruined due to faulty box spring?? anyone else get this response from simmons?
I think Simmons should be dogged on facebook and twitter--then see what happens.
Will never trust this company, will follow up directly with simmons
P.S. Both bathrooms are down stairs.....we're both afraid of falling during the night if we sleep upstairs in our only GOOD Simmons!