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
you are not happy with the response from the manufacturer who issues the warranty and conditions that go with it, yet you admit that the retail salesrep told you that "you did not need any other foundation". Did the retail salesrep design the product, write the warranty or produce the product? NO! He does not even work for the manufacturer.
SO GO GET ANGRY AT THE SALESREP WHO GAVE YOU BAD INFO!!! GO BASH THE RETAILER WHO MADE A HUGE PROFIT ON YOUR SALE. Don't blame the manufacturer because you did not read their care guide and set-up instructions that came with their product.
The other issues here is that the test specified in the warranty (which is typically a 1 1/2" depression measured to the top of the pillow surface without a load on it) would be very difficult to fail due to the fact that the pillow top recovery does not necessarily mimic the deflection in the sub mattress ie. the pillow top recovers more than the internal mattress.
In this light the warranty is bogus . . . I would guess the manufactures don't replace many mattresses based on this biased test.
The mattress had a 10-year warranty, and the salesman told me that with my build, it would probably last me 20. I've continued to suffer, trying various solutions to create a comfortable sleeping situation and not really getting anywhere. My bed is also an antique, with slats, which is apparently not the recommended setup for modern mattresses--gosh knows why: there's so much support under this mattress that I feel like the Princess and the Pea perched up on top. Meanwhile, the basic old mattresses I slept on growing up (set atop rope beds, if you please, with no box spring) lasted decades and were hard as a rock. My aunt still has one on her guest bed, where I am lucky enough to sleep when I go up to visit her--which means I get at least two weeks' decent sleep a year.
How are these companies getting away with this? Honestly, i do hope someone eventually brings suit against them. Meanwhile, I think I'm going to buy a Mattress Medic from Amazon, and if that doesn't do the trick, I'll throw in the towel and get a $200 mattress from Ikea. I can't continue to wake up feeling like I've been run over by a truck.
it for a low profile one today, so i un mase bed in preperatio and low and behold
the fabric of the mattress is all strecthed out and loose and it soft.....( i wondered why sheets
despite being pulled tight would leave crease marks on me ......
so they show up late with box spring and used a delivery company as they had too many
deliveries, the guys could not speak english had my new whote box sprong in a dirty filthy truck
with plastic so dirty it was brown and they had no ide ahow tohandle it and dragged it outof truck with littel are and extrenely
rough,i sent them away
raymour and flanigan says they will stand behind this and they promised me a new mattress
and box spring next saturday one ha is new , and not defective and delivered. by thier
company...lets see...
im only sorry they forced me to use the wells fargo to pay for it as i wanted to
put it in my charge card but they told me the price i got was so low that i had to do it
thrpugh wells fargo or no deal...now i cant stop payment or it will ruin my credit on
my charge i could have till tnis was resolved,,,,,guess i should keep the faoth r and f
will come through next weekend and mattress will be comfy and hold up 20 years as they
promised
Your posting makes little, if any sense at all. Plus you complain about the "too many
deliveries, the guys could not speak english" - JOJO, please re-read your posting. It lacks grammar, punctuality and common sense, making it very difficult to follow your thoughts. Did you even graduate?
Tired
had a problem too,sold the house w the bedroom set gave $2500 mattrass
as a gift.... that is true.
In my case the warranty was denied because the border wire around the perimeter of the mattress was bent which according to Simmons is a sign of the mattress being folded(How is it possible fold a queen size mattress?.
The border wire is distorted because the internal coil system of the mattress has failed. The coil system on the foundation top has failed also.
I was informed by a representative @ Simmons warranty department that their evaluation team is professionally trained & can assess the structural integrity of a mattress by the examining the digital photographs they received via e-mail.
My warranty was also denied because I did not send pictures with the measurements required. Page three of the warranty claim clearly states to submit photos complete with measurements if you are concerned about body impressions,body impressions were not the issue. In my case the coil system had failed & the mattress offered no support.
The springs are now protruding around the perimeter of the mattress & the mattress is useless. All the required labels are still attached to the mattress & there are no stains on the mattress which is relatively new yet Simmons refuses to honor their warranty.