Malouf

Theres nothing to share really. your pillow fell apart after 1 year.tried to contact Malouf thru phone no avail.1800 517 7179
tried to Email, all I got was the web site full of sales on everything expect what I was looking for
WARRANTY,
I will go to SLEEP NUMBER BED. They have a pillow thats better than your Malouf. BTW I did try to get an exchange where I bought the pillow.
Metro Mattress Discontinued Malouf Pillows

Hi [redacted] , We apologize for your frustrationHowever as I am sure you can understand, we cannot test a protector we never receivedAs you cannot provide us with evidence that the protector was sent or delivered, we cannot be held liable for the failure of a shipping company to delivery your packageThanks! EricaMalouf

Hi ***,We wanted to reach out to you in response to the Revdex.com claim you submitted in August ofOur company was under reconstruction at the time and were in the process oforganizing our customer service departmentUnfortunately, it appears as if yourcorrespondence was lost in the shuffleWe recently realized we had not responded toyour Revdex.com claim and want to make this right with you.From your complaint, you provided information that you purchased a Malouf brandmattress protector that failed to protect your mattress against liquids, either due todamage or defectAs per our warranty, “Malouf at its sole discretion will send amattress cleaning kit, have the mattress professionally cleaned, replace the surface fabric,or replace the mattress.”After reviewing the information you provided us, your situation would have merited oneof the first two options of a mattress cleaning kit, or paying for the professional cleaningof your mattressWe understand that this situation has most likely has been resolvedwithin the last year and a half and you may not be interested in either of those options atthis timeTherefore, we would like to offer you $dollars’ worth of complimentarystore credit from our website, www.maloufsleep.com.If this resolution interests you, please shoot us an email at [email protected] or giveus a call at Please give reference to this claim and we can get an orderplaced for you right awayThanks!EricaMalouf

There are types of mattress protector categories, top only waterproof, sided waterproof, and encasementAll three can legally be advertised as 100% waterproof protection considering the differences are also advertisedIf other brands are cross checked, this will be observed as wellWe can confirm that we have accurately advertised this product and cannot be held responsible for misunderstandings outside of our controlWith that said, we would like to help this customer and provide a resolution that goes beyond any warranty prescribed solutionWe would be willing to send a complimentary mattress cleaning kit and replacement protectorWe will email the customer directly with this offer an clarification.Malouf

Hi Unfortunately, the product you purchased was damaged due to the way it was cared for and was not manufacturally defective in materials or workmanship in any wayWe determined this through our testing process that we have documented and shared with youTherefore, we are not legally responsible for the replacement or cleaning of your mattress and will not be doing soThanks! Malouf

Hi ***,We wanted to reach out to you in response to the Revdex.com claim you submitted in April of Our company was reorganized during that time and our customer service team was refocused on providing the best support for our customersDue to these growing pains, it appears as if your correspondence was lost in the shuffleWe recently realized we had not responded to your Revdex.com claim and want to make this right with you.From your complaint, you described that after washing your protector it no longer was waterproofAll of our mattress protectors are machine washable, however, we have found that not all dryers have the same temperature settingsSome will dry at higher temperatures which can melt the waterproof backing, causing the protector to lose its waterproof propertiesAlthough most dryers have temperature setting, the temperature of the drum of the dryer may exceed the advertised setting if the lint filter is clogged, there is an electrical short, if the protector is not dried with like bedding, or it is dried for too long.As per our warranty, “Malouf at its sole discretion will send a mattress cleaning kit, have the mattress professionally cleaned, replace the surface fabric, or replace the mattress.”After reviewing the information you provided us, your situation would have merited one of the first two options of a mattress cleaning kit, or paying for the professional cleaning of your mattressWe understand that this situation has most likely has been resolved within the last year and you may not be interested in either of those options at this timeTherefore, we would like to offer you $dollars’ worth of complimentary store credit from our website, www.maloufsleep.com.If this resolution interests you, please shoot us an email at [email protected] or give us a call at Please give reference to this claim and we can get an order placed for you right awayThanks!EricaMalouf

Hi Revdex.com, We have gone ahead and issued the customer a full refund for the cost of his pillowWe have emailed the customer to inform him of this refund and have yet to hear back from the customerPlease let us know if you need any other information from usThanks! Malouf

Thank you for reaching out to usAccording to your order history, you purchased our Prime Terry Mattress Protector through Amazon.com on Sun, May 7, 2017, at 11:PM PTAs the manufacture we advertise this product to offer Top Protection onlyThis information can be found on the packaging
itself, on our website, www.maloufsleep.com, and on the care card that comes inside the packageOn the seller site you bought your protector from, Amazon.com, this information can be found in of the pictures shown, and on the packaging when you received the itemI have attached the number one photo on Amazon for this product, and one of the other photos listed on the Amazon listingWe are sorry to hear our protector leaked through the mesh side walls and onto your mattressAgain, we advertise this product to offer top protection onlyWe are sorry if you feel mislead.Malouf

Complaint: ***
I am rejecting this response because:i too took pictures of the top and bottom of the protector, especially where it had leakedAs you can see from the photos, there is no damage to it.
Sincerely,
*** ***

Revdex.com:
I will accept the replacement mattress protector and cleaning kitI have responded to the email from Malouf requesting shipping address informationThank you
Sincerely,
*** ***

Hi,On 8/26/16 we received an email from [redacted] with photos of her damaged mattress and mattress protector. Malouf Customer Service responded and instructed the customer on how to file a warranty claim for her Sleep Tite water proof mattress protector- 15yr warranty, and where to send in her...

protector for testing. We received the protector and proceeded to test it. During our testing process we discovered holes that occurred due to misuse or abuse and are not considered manufacture defects. We typically see this type of damage when there are clawed animals are in the home, sharp objects are introduced to the protector, protector was subject to excess heat during laundering contrary to the care instructions, or any other misuse or abuse not in accordance with the protectors intended use. Therefore, the damage to the protector clearly voided the warranty and her mattress was not covered under the extended warranty. We emailed her back on 9/22/16 about our findings. Although her protector did not qualify under the warranty, we offered to send her a replacement. We have attached photos of the damaged protector above, as well as a picture of the USPS box she shipped her protector in for testing. Please let us know if you have any further questions. Thanks!EricaMalouf

Hi Unfortunately, the product you purchased was damaged due to the way it was cared for and was not manufacturally defective in materials or workmanship in any way. We determined this through our testing process that we have documented and shared with you. Therefore, we are not legally responsible for the replacement or cleaning of your mattress and will not be doing so. Thanks! Malouf

Complaint: [redacted]
I am rejecting this response because:I followed every step that was given to me in the email from Shannon. If I didn't send it in, I wouldn't be checking status of this item 2 months later. Enough time has passed for testing and for responding, there for the reason for my follow up. I get that they have a system for receiving returns, but their system has failed my return. Not happy with the customer service as being told I'm out of luck.
Sincerely,
[redacted]

Hi [redacted],We wanted to reach out to you in response to the Revdex.com claim you submitted in April of 2016. Our company was reorganized during that time and our customer service team was refocused on providing the best support for our customers. Due to these growing pains, it appears as if your...

correspondence was lost in the shuffle. We recently realized we had not responded to your Revdex.com claim and want to make this right with you.From your complaint, you described that after washing your protector it no longer was waterproof. All of our mattress protectors are machine washable, however, we have found that not all dryers have the same temperature settings. Some will dry at higher temperatures which can melt the waterproof backing, causing the protector to lose its waterproof properties. Although most dryers have temperature setting, the temperature of the drum of the dryer may exceed the advertised setting if the lint filter is clogged, there is an electrical short, if the protector is not dried with like bedding, or it is dried for too long.As per our warranty,  “Malouf at its sole discretion will… send a mattress cleaning kit, have the mattress professionally cleaned, replace the surface fabric, or replace the mattress.”After reviewing the information you provided us, your situation would have merited one of the first two options of a mattress cleaning kit, or paying for the professional cleaning of your mattress. We understand that this situation has most likely has been resolved within the last year and you may not be interested in either of those options at this time. Therefore, we would like to offer you $300 dollars’ worth of complimentary store credit from our website, www.maloufsleep.com.If this resolution interests you, please shoot us an email at [email protected] or give us a call at 800.517.7179. Please give reference to this claim and we can get an order placed for you right away. Thanks!EricaMalouf

Hi [redacted], We apologize for your frustration. However as I am sure you can understand, we cannot test a protector we never received. As you cannot provide us with evidence that the protector was sent or delivered, we cannot be held liable for the failure of a shipping company to delivery your package. Thanks! EricaMalouf

Hi [redacted],We wanted to reach out to you in response to the Revdex.com claim you submitted in August of2015. Our company was under reconstruction at the time and were in the process oforganizing our customer service department. Unfortunately, it appears as if yourcorrespondence was lost in the shuffle. We...

recently realized we had not responded toyour Revdex.com claim and want to make this right with you.From your complaint, you provided information that you purchased a Malouf brandmattress protector that failed to protect your mattress against liquids, either due todamage or defect. As per our warranty,  “Malouf at its sole discretion will… send amattress cleaning kit, have the mattress professionally cleaned, replace the surface fabric,or replace the mattress.”After reviewing the information you provided us, your situation would have merited oneof the first two options of a mattress cleaning kit, or paying for the professional cleaningof your mattress. We understand that this situation has most likely has been resolvedwithin the last year and a half and you may not be interested in either of those options atthis time. Therefore, we would like to offer you $300 dollars’ worth of complimentarystore credit from our website, www.maloufsleep.com.If this resolution interests you, please shoot us an email at [email protected] or giveus a call at 800.517.7179. Please give reference to this claim and we can get an orderplaced for you right away. Thanks!EricaMalouf

There are 3 types of mattress protector categories, top only waterproof, 5 sided waterproof, and encasement. All three can legally be advertised as 100% waterproof protection considering the differences are also advertised. If other brands are cross checked, this will be observed as well. We can confirm that we have accurately advertised this product and cannot be held responsible for misunderstandings outside of our control. With that said, we would like to help this customer and provide a resolution that goes beyond any warranty prescribed solution. We would be willing to send a complimentary mattress cleaning kit and replacement protector. We will email the customer directly with this offer an clarification.Malouf

This customer contacted Malouf via email on 11/10/16 informing us that their protector had leaked and wanted to file a warranty claim. The customer also provided photos of the item. Malouf responded on 11/11/16 letting them know that our extended warranty process requires the customer to send in the...

protector to our facility, so it can be tested. We provided them instructions on how to send the protector in which includes attaching a label to the outside of the box so the item arrives in the correct department. We also offered free complimentary replacements for the protectors that failed to ensure their mattresses were protected. The customer then responded on 11/11/16 saying they would be sending in their protector the following Monday and would follow up by email. The protector was never delivered or received in our warehouse and testing never occurred. Malouf next heard from customer on 1/18/17 and they were following up on the status of their protector. Malouf responded on 1/18/17 asking the customer for the return tracking information as well as description of how the item was sent in to verify that we received the package. The customer responded on 1/18/17 letting us know that they sent the item in a regular cardboard box not mentioning the label we asked them to put on the outside of the box. They could not find the tracking information but would look for it and get back to us. On 1/19/17 they contacted us letting us know they were unable to locate the tracking information. Malouf responded on 1/19/17 instructing the customer to try and contact USPS to see if they could find that information. The customer responded on 1/19/17 stating the USPS was not able to find that information and that they would call in. Malouf responded on 1/19/17 letting the customer know that without receiving the protector, we cannot issue the testing and the warranty claim cannot be completed. Without a confirmation tracking number, we cannot verify the protector was received in our warehouse or tested. We have yet to hear from the customer We try to make this testing process as simple and transparent as possible by providing labels for the customer to place on the outside of their package to ensure it gets sorted correctly in our facility. It has now been two months since the customer told us they would send the item in for testing and we have not seen it in our warehouse or in our rounds of testing since that time. We document all the protectors that arrive for testing in our warehouse through photos and have no record or evidence that the item was sent by the customer or received in our warehouse. Unfortunately, the customer could not provide us with shipping verification. We try to be as accommodating and helpful as possible by providing free replacement product for the customer during the testing period until a result is reached. Without testing of the protector, we cannot honor the extended warranty offered with this product.

Hi [redacted],We apologize for your frustration and would like to help. From our records, it shows that you emailed us on May 9th inquiring about your frames warranty. We responded on May 10th with instructions on how to get a claim filed. We informed you that in order to file a claim we needed to see...

photos of the product showing any defects in the materials or workmanship. We also need to see a copy of your purchase receipt. This helps verify that you are still within your warranty period and qualify under the warranty for a replacement if needed. We understand that the frame you received was a gift. Our warranty clearly states that it applies to the original purchaser. However, as we stated in our original email, we want to get our customers taken care of and assured you that we would be happy to look into your individual case.We have attached a copy of your warranty to this claim. Feel free to read over it and we would be happy to answer any additional questions you might have. We still are unsure whether you are having issues with your frame and would like to file a warranty claim, or are just asking what the warranty covers. Again, we are happy to help and are more than willing to answer any questions as transparent and honest as possible. Thanks! Malouf