sagging mattress not covered by warranty

ComplaintsFurnitureSimmons pillow top mattress

Complaint

0
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?

Comments

  • 0
    vegas mattress sales guy
    | 1 reply
    Its makes me sick to read all the prpblems, at our store we actuallyvalue our customers. Yes if it sags more than 1.5 inches, if it has mnts all over it your matt will be covered, make sure stains are not on it or law tags gone. It also depends on the store because i have not have one non exchange yet and ive sold simmons for ten yrs. And as for JERK SALES GUY wow way to go bud, great way to inform people. About the slats ive not heard that yet but ill look into today. I would call the store complaint again, get a sheet of wood on the slats so its a platform bed, give it a try i know it will work
    • 0
      vegas mattress guy replies to vegas mattress sales guy
      Ok so slats are supose to be no more than 2" apart, if they are get a boxspring from simmons or place a platform on top of the slats. They will have no excuse
  • 0
    Crash
    I bought a Sealy Posterpedic Pillow Top piece of crap bed a year ago.  And of course, I'm getting the run around getting it replaced.  Unfortunately, That 1.3K mattress is going to the curb.  Makes my hips hurt.  Takes effort to try and roll out of the hole I'm laying in to say Hi to my wife.  Going back to a high quality waveless water bed.  I wish the salesman would have told me about that pillow tops leave body impressions no matter who makes them.  I would have purchased a better bed.  I was willing to spend up to 3 grand.    He talked me out of a sleep number bed.  Oh well.  Just chalk another learning experience, I must do a lot of research online before my next purchase.  I'm going to pick something out, not get pressured, then do my research.
  • 0
    Bad back
    I bought a Simmons olmic queen matteres with a 20 year warranty and after 8 years the matteres saged bad and we found out that they had problems with this matteres. After having the person that handles the warranty look at the matteres they said it was not covered. Don't buy or wast you money on a Simmons anything because they put out crap and charge a fraud price for there product.  Trying to help someone from getting screwed
  • 0
    in pain
    we bought our pillowtop firm 5 months ago and both my husband and i are suffering severe sciatica pains.
    we just put in a claim on the warranty waiting to hear back.
  • 0
    Lisa
    I bought a mattress from Mattress Firm and only to find out that there is only a 3 year warranty on it.  This is unheard of in my opinion.  The mattress has sunk and causing me back problems.  It is only 5 years old.  Now, I have to turn around and by a new one, which I believe is crazy.
  • 0
    George
    I purchased a king Simmons mattress from Sleep Train 12 months ago for $1100. I returned that mattress within their 100 day exchange because it had developed deep ruts on both the left and right sides. The replacement mattress was an identical product, which also develop ruts within the first 100 days. My mistake was in not returning the second mattress within the second period of 100 days because I was counting on the 10 year warranty to resolve the issue. Fast forward to April of 2013. I just got of the phone with the Sleep Train Customoer service Center...my claim for replacement/refund has been denied. The indentation is deeper than 2 inches. The claim was denied because the box spring is from one of their competitors! It's hard to believe that a company will not stand behind their products these days. I will fight on to see where this takes me...perhaps to small claims court, or a picket line outside the store. I would not buy another Simmons mattress, or use this retailer again.
  • 0
    jtk324
    | 3 replies
    Is any buddy doing anything about this???? I am having the same problem the mattress is just 3 y sears old and i can hardly sleep on the worhtless thing. is there any way to band together and file a class action suit this is BULL!!!! EMAIL ME JTK324@GMAIL.COM
    • 0
      Diane replies to jtk324
      | 2 replies
      I am buying a simmons pillowtop mattress from aarons rental it started sagging first day so bad my back hurts I can't sleep on it it sags in I weigh 135 lbs and noticed the slip said it was used this was not the bed I tried in showroom this is a used and broken sagging bed they were to switch with new but then wouldn't and hung up when I mentioned it isn't ok to sell used mattresses in Illinois the corporate hasn't called and I'm not waiting two more days I'm calling health dept and simmons the mattress is horrible and I read even new sags I want a class action against simmons for sagging and or against aarons rentals for selling a used set switching out the nice firm bed for this piece and lying and doing nothing but hanging up when they said its legal since they sanitize them and I said no it's not and who verifies this the board of health he said I told him I was calling to verify this I don't believe it he hung up in me
      In pain with back and frustrated and can't afford to go buy a new set from another place just went through divorce so I rented a set aarons needs to be sued as well as simmons for such a poor product I read the problems they all start sagging mine is worse since it's illegally sold and was used so it's worn out and not right they do this
      • 0
        Diane replies to Diane
        | 1 reply
        If anyone wants to sue simmons or has a similar issue with aarons rentals my email is DLP7070@ gmail thanks
        • 0
          Frank C. replies to Diane
          I will join the suit with you.. . Email me with the particulars   dacisco@gmail.com
  • 0
    pizzalsdy
    BOUGHT A MATTRESS FOT 1500 FOLLSRS FTLM BOSCOV A YEAR AGO IT IS SAGGKNG BADLY.  BOSCOV AND SERTA BOTH GAVE ME THE RUNAROUD THEY DONT WANT TO HONOR THEIR WARRANTY
    SCAM DONT SHOP AT BOSCOV OR BUY SERTA
  • 0
    sylve
    | 2 replies
    Just purchased a Simmons beauty rest pillow top a week ago I get out of bed each morning in agony, the
    store told me to wait a month that it takes time to adjust to a new bed but I cant see this happening at the moment I would like to send it back and get a regular mattress.
    • 0
      Bill replies to sylve
      Do it while you still can.
    • 0
      Bill replies to sylve
      Do it while you still can.
  • 0
    Bill
    I have a question. We bought a pillow top mattress 3 years ago, paid $1700. We have back pain as well. Someone from the store is coming out to measure it. Do they measure the pillow top or the actual mattress for the indentation??
    Thanks in advance.
    Any feedback on Temerpedic memory foam mattresses?
  • 0
    Randy
    | 1 reply
    I too have a Simmons beauty rest dual comfort, and both sides are sagging about three to five inches. I am trying right now to get a warranty claim but the store I bought it from is out of business. After reading some of these posts I am thinking class action lawsuit. If any lawyers are reading these posts, do you think we have a case ? I also wake up all night and my back hurts. We should all go for pain and suffering ! I do not think Simmons cares about this problem. My mattress is only 3 years old and should be thrown away !
    • 0
      PKhawaja replies to Randy
      I bought my Simmons Balthasar pillowtop mattress in 2009 and both sides have deep body impressions. I wake up with severe lower back pain and herniated a disc as well as 2 bulging discs as a result of this horrible mattress. I had to get an epidural (spinal block) because of the back pain. I spent $1650 on this mattress. I'm in for a lawsuit if others are too. I can be contacted @ plodhi131@yahoo.com.
  • 0
    Steve
    Where do we go with all these complaints.  Obviously, Simmons makes "junk" mattresses.  We have had replacement and they all are junk.  One can't get a good night's sleep this after spending over $2000 for a set!

    Does anyone know how to get in the Class Action Suit I have seen rumors about?

    Simmons needs to de dethroned and those in charge become accountable for a porrly designed and engineered product and those retailers who continue to sell this junk should be a part of it with all the verbage about quality, warranties, etc. since they have to know of the complaints and unhappiness.

    Let me know.  I have had it with Simmons!!!!!!!!

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