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
Bad deal!!!
Please spend a few minutes to actually read for yourself the limited warranty statement that comes with your product before you use it- not after. Its obvious that some people here fail to understand/acknowledge that most manufacturer warranties are 'Limited' warranties. If you don't follow their guidelines for use of the product you are taking responsibility for product failure yourself.
Consumers are quick to scream, yell, and verbally abuse the people who are trying to help them. In all honesty, have the complainers here really read the terms of their limited warranties? I can't help but wonder how many of these postings are ridiculously exaggerated.
Say for instance a person buys new tires for their car but it is out of alignment. That person doesn't read the tire manufacturers limited warranty. The tires wear out too fast and that person gets all mad and demands a new set or else. Sounds silly? If you ask someone who works in a tire store they will tell you it happens all the time.
If you ask someone who works in a mattress store how many fraudulent claims are made you would be shocked.
Something has changed (majorly) in regards to the construction of mattresses. The consumer is paying mega-bucks for a mattress set and they are cruddy! The newest one is maybe 45 days old. The first night I slept in it, I thought perhaps I bought a mattress that was more firm (too firm?) than I meant to buy. Not a problem... within two weeks, there was no firmness left to it at all.
I am getting a headache reading all these postings (but I'm mattress shopping - so gotta). Anyway, your response to "sincerely" brought a smile to my face, and the courage to keep on reading - thanks for the humor!
If you are told that it has a 10 year warranty then it should be covered for all defects for 10 f-ing years - period!
You truly have your head up your ass. Most people are reasonable and unless you put an elephant in the bed or take a knife or sledge-hammer to it - any other problem would have to be a MANUFATCTUER'S DEFECT !
MBA !
Do a Google map search 172 Tuckerton Road New London, NC 28127 - with a Residence Phone Number of 336-461-3611. He is 62 years old and his wife's name is Annette.
CFO is William S. Creekmuir age 57 at Wcreeknuir@simmons.com
Residence is 5445 Claire Rose Lane NW, Atlanta, GA 30327 with a home phone of 404-497-9858.
Give them both a call !!
nancytexas@me.com
What is the matter whatever happen to quality! Junk junk simmons should be embarrassed to sell this kind of product.