Bedding Industries of America

Review: I have been in contact with this company for five months (rarely do they respond to my weekly calls and regular emails). My Eclipse Mattress purchased in 2012 has springs pushing out the side. I paid a little over $1,000 for a full mattress from Mattress Warehouse in Lancaster PA. I first called the store. They indicated that they don't handle warranties so I called another number at corporate. They said that they don't handle warranties the manufacturer's do. They no longer have a relationship with said manufacturer. I called Eclipse and they indicated that Mattress Warehouse was supposed to handle warranties which is why they no longer have a relationship with them. Personally, I don't care who handles the warranties but I want my mattress repaired or replaced. Bedding Industries offered to replace my mattress but I had to pay for shipping ($300). I complained about this and [redacted] offered to split the cost $150. I would still end up paying approximately 15% of what I paid for the mattress when I should not have to pay anything out of pocket. They no longer have locations in my area so I must pay for delivery or live with a broken mattress with springs pushing the sides of the mattress out. I paid a premium for a 20 year warranty for this mattress brand. I now am left with two companies saying they are not responsible. Regardless of responsibility, the manufacturer made a poor quality mattress that did not last even three years without breaking. I believe they are responsible for replacing or repairing the mattress to good working order.Desired Settlement: I want a new mattress from the company that functions as it should with a similar warranty as I currently have. I do not want to pay anything out of pocket to obtain said mattress with warranty. If they do not want to provide this, I would accept a certified check in the amount of the purchased price of the mattress to enable me to go out and buy a comparable mattress replacement.

Business

Response:

To whom it may concern,

Review: I brother a mattress from Mattress Warehouse and they gave me a 20 year warrant on the mattress. The mattress broke down with defects in it.I have call and e-mail picture to the manufacture as they had told me to do.I talk to the Mattress Warehouse on 12/4/2013 and told them the problem.They gave me the number to the Bedding Industries of America. At that time I call them several times during over this year. I talk to a Mr. [redacted] and he told me he would help me solve this problem. About every two weeks I call him and all he keep tell me he is going to do something to help me. I talk to him around the first of September and told him I would get a U-Haul and- go down to Richmond, VA and pick up the mattress at one of their stores. He told me about two weeks ago he would call me to give me the information I need to go down and pick one up. As of Sept. 17 I have not hear anything from him. My back hurt very bad sleep on the mattress I have and I told him. He has not done anything yet.Desired Settlement: because something could be wrong with another they give me.

Business

Response:

Review: In December of 2011. I purchased two sets of Full-size beds manufactured by Eclipse International from Mattress Warehouse. In less than one year the box -spring of one of the bed sets started squeaking real loudly although my son whose bed it is, did not sleep on the bed for most of the year as he had been spending most of his time away from home. I filed a claim with Mattress Warehouse and the box-spring was replaced at the cost of $74.50 for delivery charges.

About one week ago, I went into my son's room and I found out that the mattress was squeaking this time. I contacted Mattress Warehouse again and they put in a claim with the manufacturer. I was asked to submit documentation in the form of a Law tag, and store receipt. I was also emailed a Claim Packet which I completed and submitted. At this time the representative says the warranty has expired because the warranty part on the law tag is blank and that means the product has only 1 year warranty.

They have offered a discount on a different set of bed.

Eclipse International is asking me to buy another set of bed in less than three years. Their product is poorly made. They leave the warranty part on the law tag blank and it seems consumers have no recourse when their product shows a defect after just one year of purchase. Unfortunately for me, I bought two sets of the same make of beds for my sons and I feel cheated.Desired Settlement: I would like the mattress to be replaced.

Business

Response:

The warranty period for this particular product was one year (12 Months) from original purchase date. We made our decision based on the Law tag which tall's us about the bed. We do offer factory direct sleep products for those consumers which where not aware of there warranty period. We take pride in our customer satisfaction index and will continue to provide exceptional customer service.

Consumer

Response:

I am rejecting this response because: Bedroom furniture that has only 12 months warranty is new to me. Who buys a set of mattress and box spring every year? Definitely not me, and I have to make sure I pass this knowledge on to others so they will become aware of this particular company's warranty policy on the brand of mattress and box spring that I purchased. Thank you.

Review: My Eclipse queen size chirolign Monterey mattress is sagging in the middle. I have been trying to get it repaired for about a year now.Desired Settlement: I want my mattress repaired or replaced. It is only 2 years old and has a 10 year warranty!

Business

Response:

This complaint was brought to my attention on July 30, 2015 a few days before the complaint was filed on August 5th. We stand behind all that we make and look forward to resolution of claims that are filed within our office. The process normally takes two to four weeks for determination as long as all the required documents are complete and returned to our office. The law tag seems to be missing from this file and I'm hoping the law tag is able to be presented to us. The law tag is sewn into the border of the bed at the head of the bed on every bed that leaves the factory. In the meantime I spoke with [redacted] on the 7th of August and assisted her with answers to all of her questions and offered options for her in order to resolve this claim. The company stands behind all that we manufacture and addresses each and every claim in a timely fashion.

Review: I purchased a Mattress Set from the Mattress Warehouse 03/10/2012 and I am having some issues with the set that I purchased so I sent Mattress Warehouse a warranty claim form 12/23/2013 and they emailed back to tell me that they no longer handle the warranties for the Mattress Set that I purchased that I had to go directly through the company who manufactured the Set, I then called the company listed and spoke to a [redacted] on 2/17/2014 in regards to this matter he stated to me what I needed to provide to him to get the process started he emailed me the warranty forms I filled them out and emailed them back to him on 02/19/2014, he then got back to me to tell me he needed a few pictures of the Mattress Set I provided him with the pictures via email on 02/21/2014. I waited to see if I were going to hear back from him no attempts so I then emailed him on 03/10/2014 to find out the status of the warranty and he did not respond, so I called him up and he said he had forwarded the paperwork to the department that handles the reviews and he would be in touch. So now another month went by so I made another call to [redacted] on 04/17/2014 at 1:55 pm he said sorry he has been out of the office thanks for bearing with him and there job at Bedding Ind. Of America is to make there customers happy,and he would get back to me still had heard nothing from the review department. So I called him again on 04/29/2014 and he was asking me if I sent him all the information needed and I told him yes I did check your emails and he stated that he would get back to me by the end of the day I have heard nothing from [redacted] at all, Well now the bear with him has gone too far it has been 45 days or more and still no decision has been made on my claim so I am started to say did he even forward the warranty paperwork to the next department or is it sitting on his desk all I want them to do is fulfill there warranty that I have on my Mattress Set replace the set.Desired Settlement: All I am asking the Bedding Industries Of America to do is replace the Mattress Set that I purchased or give me a full refund so I can purchase another set the set come with a 10 year warranty so I do not know what they are doing but I am frustrated.

Business

Response:

Our company will repair or replace the Ridgecrest mattress. We have notified our customer of the claim being approved for repair or replacement at the factory discretion. Transportation to and from the factory are the responsibility of the customer although we do have options for customers to utilize. In addition we offer factory direct discounts on memory foam mattress's. All we are doing is trying to keep our happy customers happy.

Review: I purchased a bed from Mattress Warehouse in [redacted] NC, within 6 months after the purchase the bed begin to have sags on both side causing a hump in the middle of the bed. I have contacted the local dealer and they gave me Eatman House as the warranty claim. I have taken pictures and sent them every thing they have asked for. Instead of them standing behind the warranty I got with the bed they keep trying to sale me a upgrade or if they find the bed has a defect I would have to pay to send the mattress to them to be fixed. I feel like I keep getting the run around from this company.Desired Settlement: if they are not going to replace my bed I would like a refund for the amount I paid for the bed, If they are going to fix the bed I want them to pay for shipping and also I would like a bed I can sleep on while mine is being repaired

Business

Response:

R

Responding to this Complaint, Our Company offered Mr. [redacted] a couple of options to solve this claim. The company offered to repair this mattress for him. According to claim policy and procedures it’s the consumer responsibility to pay all transportation costs to and from the factory. We’ve offered factory credits towards purchase of a new mattress which would be a huge savings. As I continue to go above and beyond the call of duty for Mr. [redacted] he still insist‘s on getting what he thinks he should have according to Mattress Warehouse. We stand behind all our products that we make and we take pride in keeping all of our customers happy. In closing this claim has been handled according to the warranty terms explained on the card. Any questions call or write.

Review: We bought an Eastman House (Capella Plush) King Mattress on April 9, 2012, from Mattress Warehouse in Johnstown, PA. It was delivered and set-up by their employees. There is a 20 year warranty on the mattress and it is now showing definite depressions. We contacted Mattress Warehouse and were told they no longer handle Eastman House products and to contact Eastman House directly. We did that, followed their procedure process and completed a warranty packet complete with pictures and sales receipts. Now they are saying a "law tag" is necessary for the process and should be sewn into the mattress. The only tag on the bed is an Eastman House Capella Plush tag. Now Ken McDonald of Bedding Industries of American (parent company of Eastman House?) has stopped communication.Desired Settlement: We would like another mattress in place of our defective one.

Business

Response:

Our company stands behind all the sleep products we make. Our warranty card explains in detail the required information for claim processing. There's valuable information contained on the law tag which traces the step's in the manufacturing process to assure all consumers the quality assurance they deserve. EH has been in the sleep product industry Since 1866 and takes pride in everything that we manufacture. Our company asked for proof of purchase, photo of complaint with depth measurement and photo of law tag. Once information is received and the claim is approved we'll repair or replace the mattress at factory discretion once the mattress is at our location.

Consumer

Response:

I am rejecting this response because:

I bought this mattress in good faith, paid the asking price in full and expected the coverage of the warranty. Mattress Warehouse employees delivered the mattress and set it up. I removed no tags. The tag on the mattress is, apparently, not sufficient for this warranty. My sales receipt listing date purchased, model numbers, etc. is, apparently not sufficient for this warranty. My pictures, measurements of the depressions, etc. is, apparently, not sufficient for this warranty.

This is, in my opinion, a clear case of warranty fraud. (Offer a warranty, then remove all necessary elements needed to meet the terms of the warranty).

Business

Response:

We stand behind all sleep products that we manufacture. There are only a few requirements for claim processing and the Law Tag would be one of those items. We need this information for product tracking, date of manufacturing and warranty period. This process has worked for years in our industry. It is the most effective way to accommodate all of our consumers both nationally and internationally. it's our position to live up to what the warranty card states and abide all the required documents to execute proper procedure.

Review: Our bed was under warranty. We chose a new bed after months of phone calls. We were finally given a delivery date of Saturday November 23, 2013 and a window of time when it would arrive. We removed our old bed that morning and prepared the area for the new bed. We waited ALL day and it never came. I called the delivery dept and left a message. I called the owner's cell phone and he said "our delivery dept is closed on a Saturday, I can't help you. Maybe they're stuck in traffic, give it a little more time. Good luck and have a good rest of your day."I expected he would have said "let me call Will (that's their warranty guy we were working with) and see where they're at or have him call you." Instead I got "GOOD LUCK?!"I called there this morning and got the run around. Whenever you call the office NO ONE knows anything or has a clue about our bed, if it's been made, where it is, when it will be delivered etc. Anna finally gave me Will's cell number ###-###-#### but after several attempts at calling him and a text, he has never answered NOR has anyone called us back as to where our bed is! We have no bed to sleep on and have no idea when our new one is coming. I told Anna that if it wasn't delivered by the time we had dinner this evening I was contacting you and Jim Donovan from Channel 3 Eyewitness News Consumer Reporter. After MONTHS ~ My patients is gone!Desired Settlement: We want our bed (the one we chose when we went to the factory on Columbus Day) delivered BEFORE Thanksgiving as Will assured me it would be.

Review: I purchased a Therapedic Medi-Coil Symphony queen size mattress from Boscov's in [redacted] on 05/03/2014. The mattress which is only 4 months old shows uneven wear making for a very uncomfortable sleep. The stiching around the pockets is coming apart, the piping is tearing, and the one mattress handle has been torn. Called Boscov's cus[redacted]er service the middle of June and they said that the mattress was just adjusting to our bodies. A one inch impression is normal. I did another bed check myself on 08/20/14, my measurements showed impressions of 2". Called Boscov's back and they decided to send out a bed tech person to do his study and measurements. On 08/28/14, [redacted] from bed check, took lots of pictures and did measurements as well. He indicated that he would forward everything to the manufacture who would then make the final decision. According to the manufacture, it's now 2" impressions that are now required. The study from bed tech showed 1 and a half impressions. I call the manufacture on 09/03/14 and spoke with [redacted] from the manufacture. He indicated that he would look into my case and see what they could do to resolve this issue. He did email me on the same day to document our phone conversation. I call his number on 9/10 and 9/11 and got his voice mail. This appears to be my last ave I have available to see about getting some help. My fiancee hasn't been able to sleep for months and wakes up with back and leg pains everyday. I believe this mattress is only 4 months old and should not be falling apart nor should it be leaving deep impressions to the point where you can't even get a good night's sleep. Any questions or information maybe directed to myself. Thank you very much for your time and attention in this matter.Desired Settlement: I would like the mattress replaced with another one of the same. I would like free delivery as we had with the current mattress. It's a therapedic medi-coil symphony, model number: M34624.

Business

Response:

Our company's goal is to assist all our customers concerns and get results. Our department store Bedcheck completed an in-home inspection of the mattress. The results were not diagnosed as product failure. No product failure no warranty claim. We rely on the information submitted by the Bedcheck representative.

Consumer

Response:

I am rejecting this response because: Boscov's has given me store credit to purchase another mattress, which was done on 10/12/14 and delivered on 10/17/14. I would like to close this case out because I did receive an exchange on our mattress. Just went with another company. Thank you very much for your assistance and attention in this matter.