Sealy

Our mattress was just 1 month old when the top layer of confortsense gel memory foam became shorter all around like if somehow it unglued all around the edges and it was shrinking; 3 months old and it got worst so I called Sealy and they approved my claim but they want me to pay $140 fee shipping for replacing it. Come on! Then, who pays me for all the unnecessary time invested in all this?

I am rejecting this response because: As I have discussed with you many times on phone conversations mattress firm does not involve itself with product defects and referred me to a company called [redacted] , what a joke that wasmonths ago I called you and was told that you could handle the warranty since mattress firm nor [redacted] would offer any assistanceyou were so courteous and kind and wanted me to send pictures and measurements etcall through the process I told you the law tag was missing and obviously was removed at time of delivery and setupfirst denial from you was that the body impressions were not quite where the warranty could apply, but to resend when got worse several months past and when the impressions passed the limit I resent claim # and new pictures and obviously you agreed and accepted the warranty , but oh now the law tag was presented knowing full well I was told on the original call months ago it was missingi am persuing this because of other customers that should be aware of mattress firm,mattress marshall, sealy inc practices of warranty deceit and should have the opportunity to look for other products that are covered by warrantiesreal warrantiesyour quick,short response now are obviously because you have been caught in this position before with other customers and the online blogs and customer satisfaction ratings and reviews reflect the actions taken so fari bought this product in good faith,have never presented any sealy product in the past for warranty and expected a sensible warranty adjustment and was told from the beginning that you would take care of this since you sister associates would not take time to handle the situationcannot imagine mattress firm being on any company product list to sell and represent mattress ads and warranties as they and apparently you now do honor warrantiesbut these warranties attract unsuspecting consumers to the door to purchase sincerely trust that a manufacturer has a greater respect for its product and retailers than has been shown through this example

I am rejecting this response because:I have already talked with them and submitted receiptsSealey has terrible terrible customer service

Mrs [redacted] , Your agreement is with your original retailer and not our corporate officesPlease contact the retailer from which you purchased and discuss the details of your replacementOur offices are closing your warranty claim case since your retailer has agreed to work with you in this warranty claimRespectfully, Sealy Escalations

I am rejecting this response because: I was told by the sales person that this mattress will stay firm and has year warranty, I was also told if I don’t like it I can return anytime , now dealt team is lying, the sales person didn’t explain me what’s in the warranty , this is fraudulent, I specifically told him that I need a firm mattress and he said it will be firmNow when I sleep or sit on it it sinks and it is not usable, I am sleeping on the floor nowSales person totally lied to me

Thank you for taking time to contact us in reference to your warranty claimAn inspection request has been entered for the customers sleep setAs soon as we have the results we will contact the customer to discuss the warranty claim optionsThank you

I am rejecting this response because: The warranty that came with my mattress ( [redacted] ) UNDER THE LIMITED WARRANTYThe Limited Warranty is only valid for the original purchaser of the MATTRESS or foundation set, and only covers manufacturing defects in a mattress or foundation when the set is subject to proper handling and use in conjunction with a bed farm that provides Continuous support Please explain what is covered under your manufacturing warranty

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I accept it.I finally did get my refund but I just want the coto now how very unsatisfied I was from the start, (purchase), to the finish of the whole *** process of buying this cheap mattress.I had to do their job and schedule my own pic up of the unwanted mattress, pathetic

Thank you for contacting us regarding your claimUnfortunately we are unable to process your warranty claim with out the federal law tag, this information is stated in your warranty card and well as on our websiteIt was noted in our system at the time you filed your claim that the claim was incomplete and we required additional informationAt this time we are closing your warranty claim with customer serviceIf you are able to find the federal law tag which should be attached to the border of the sleep set or the sticker that attached to tbe bottom of the mattress that states "removal voids warranty" we will reopen and continue to process your warranty claim

Information forwarded

I am rejecting this response because: Hi [redacted] Thank you so much for assistance with this matter I am refusing to accept this determinationAs I stated in my original complaint - I purchased my original mattress from [redacted] on Main Street in [redacted] ** in In I started experiencing back pain and sleeping very restless at night [redacted] sent someone to my home to inspect my mattress and they deemed it defective [redacted] applied a credit to my account and I went back to the [redacted] store in Mohegan Lake and picked out another mattress set and they updated my information in their computer at the storeThe mattress in question now is not the original mattress from it is the replacement mattress that was delivered in I have provided all of the necessary photos and information that I have for this mattress and as you can see this one is clearly defective with deep sags The [redacted] store is still in [redacted] ***, however, it is no longer called [redacted] and is now called Mattress Firm Sealy is trying to state that there is a year warranty on their mattress, however, with this mattress being replaced in it should absolutely be covered under the warrantyI would truly appreciate your help in this matter as I am experiencing worse pain with this mattress than I did with the first oneThank you so much If you need any other information feel free to call me [redacted]

Initial Business Response / [redacted] (1000, 11, 2015/12/22) */ Thank you for taking time to contact usWe have looked in our system and are unable to determine that a warranty claim has been filed with our offices If the customer would like to provide the name of the retailer the mattress was purchased from we will be glad to contact them on his behalf to review the warranty claim process

Initial Business Response / [redacted] (1000, 13, 2016/11/18) */ Thank you for taking time to contact us in reference to your bedding issueIn order for a mattress to be replaced under warranty there must be a qualifying manufacturing defectMattress that exhibit a body impression of inches or greater are consider defective and replaceable If you feel your mattress is defective you will need to file a warranty claim with your authorized dealer If you have selected a mattress that is not comfortable after sleeping on it, you will need to ask your retailer if they have a comfort exchange policyNot all retailer participate in the comfort exchange program, therefore you will have to adhere to policy of the retailer from which you purchased If you would like to forward us a copy of your sales receipt we can contact the retailer on your behalf to determine your entitlement under the limited warranty

Thank you for taking time to discuss the case regarding [redacted] Based on our conversation we are prepared to offer the following: · General release – this offer provides the customer with a one-time exchange with no manufactures warrantyThe customer will have to sign and have the paperwork notarized then returned to our officesThe replacement mattress will not carry a manufactures warranty and we will waive the delivery feeThe customer will be delivered the closet comparable mattress in our customer product lineThe consumer does not have the right to select the replacementNo comfort exchange offered on this mattress· One Time comparable replacement – We will replace the customers mattress with the closest comparable in the current product lineThe customer is responsible for paying the delivery fee of $Once the delivery payment is made we will exchange the new mattress will the existingThe replacement mattress will carry a one year warranty from the date of deliveryNo warranty will be offered or extended beyond the date the replacement mattress is deliveredNo comfort exchange offered on this mattress· Nominal fee – We will allow the customer to select the bedding he feels will work best for him and purchase it through our offices at a discounted rateThis mattress will carry a full manufactures warranty from the date of deliveryThe customer is responsible for payment of the mattress and delivery before the mattress is orderedThere is not comfort exchange offered on this sleep set and will only be replaced if the mattress becomes defective based on the limited warrantyWe have provided possible solutions to resolve this case, please present these to Mr [redacted] We look forward to hearing back from you so we can move forward with resolving this claim

I am rejecting this response because:I have clearly shown the dates of manufacturing on the pictures I provided SealyProving I bought it from them within the warranty periodI bought it direct from them from a Tom K [redacted] I was informed the process was to send him my check directlyI was then shipped the mattress with NO receiptIf Sealy as a company is not able to keep records of items bought directly bY them and do not even know their former employees (Tom K [redacted] ) then how do they expect me to? I have since left the bank that I would have written a check out ofThere is no way to get a copy of a check from years agoThey are telling me to go back to my retailer for a receipt but I bought it from themSo again I ask where is my receipt from them?

Warranty replacement of defective products are an extension of the original purchaseSince your original purchase was in 2006, we must inform you your warranty with the manufacturer has expired.Thank you

Thank you for taking time to contact us in reference to your sleep setBased on the information your provided we must inform you only mattresses that are deemed defective based on the limited warranty can be replacedIf you would like to provide us a copy of your sales receipt we can contact the retailer on your behalf to review the inspection which was performed on your sleep setWe can not guarantee the replacement of your sleep set at this time, however we can review the process your retailer took to determined the outcome of your claim

Initial Business Response / [redacted] (1000, 5, 2016/08/12) */ Thank you for taking time to contact us in reference to your claimIn order for a sleep set to be replaced, it must adhere to the qualifications of the limited warranty Based on the information and photographs you provided your sleep set does not qualify for replaceOnly mattresses that are deemed defective under the limited warranty can be replaced Thank you for taking time to contact us

As stated previously, if the customer would like to provide documentation stating the warranty period starts over we can review the paperworkIf the general release option is agreed upon, we will enter an order with our plant once the agreement is signed and returnedThe manufacturing date will be on the federal law tag showing when the item was producedIf the mattress arrives damaged the customer has the right to refuse the mattress at the time of delivery and contact our customer service departmentThe customer service department will acquire a copy of the bill of lading where the damage will be documented and a new order will be placedTrial periods are not offered on warranty replacements since the mattress cannot be returned for “comfort issues”Mattress sold under the terms of the general release carry no manufactures warranty for replacement, therefore no warranty replacement would be offered from the time the mattress is delivered and signed forAny agreement to waive the delivery fee if the document is provide will be honoredThe replacement mattress will carry a year warranty from the date the order is placed

Thank you for taking time to contact us, based on the information from our customer service department, the customer has been approved for a replace sleep setThe consumer will need to contact the customer service department at [redacted] to move forward with the warranty replacement process