MACYS BED AND FURNITURE STORE FULL SIZE BED CAME WITH 10 YEAR WARRANTY, NOTIFIED THEM AFTER 5 YEARS THE BED HAD A HUGE SAG THAT WAS BOTHERING MY ALREADY INJURED BACK EATONTOWN New Jersey

I had the exact same experience with a $2,800 bed I purchased from Macy's. The so-called inspector found the unit to be defective but when Macy's called me they claimed that a "stain" disallowed the exchange of the defective mattress however, the alleged "stain" is in fact a discoloration and that could be easily proven with a chemical analysis but heck they would not do such thing because that would require them to assume responsibility for this bad product.

I am not going to fight with them, I already looked for another bed elsewhere and move on but one thing is for sure, Macy's has lost a customer. I am canceling the Macy's credit card and will set up a facebook and other internet accounts to post this experience so that people are aware and don't fall prey to this scam that bed manufacturers are running because the fact is that in my case the discoloration is in the opposite side of the bed where the mattress is sagging by 2.5 inches or more.

We certainly always strive to provide the best possible customer service. You please need to understand that our employees are always as friendly and sympathetic as possible under the circumstances, but "Not getting your desired outcome" does not always equal poor service.

The warranty is very explicit to state that mattress' are not covered for ANY medical conditions either pre-existing or that may occur during the time you have the product. The same warranty that protects you from those contours and defects, states it must be kept clean, unsoiled, and in good condition and have a proper foundation. If those few rules are not adhered to, yes, your warranty is invalid.

I know it is a hard fact to accept when you pay so much money and have a certain expectation. The company also has to invest money into paying for those service men that are coming to your home and the people on the line at customer service that you speak with and express your dissatisfaction. Even being a large company, taking back thousand dollar products with "damages" or no defects is very costly.

I am very sorry to hear of any one with back pain. I certainly hope this woman's back improves. However this customer stated she had back pain before she bought the mattress, a new mattress is not a substitute for medical care or back surgery. I don't belive any new mattress can correct a severe back problem. A severe back problem could get "worse by the day" no matter what bed is being slept on. If a mattress is sagging more than the industry standard of one and a half inches it is considered defective and will be replaced provided it has not been subjected to customer abuse,(and other factors)
The manufacturer states in the warranty card that is delivered with the mattress that they will not replace mattress that have been stained or burned.
This type of abuse can damage the underlying foam layering causing several types of problems including sagging. Unfortunatley this is considered customer abuse/neglect. The customer has some resposiblity to take reasonable care of the mattress if they wish to have warranty coverage.

These policies are industry wide and apply at every mattress retailer by every mattress manufacturer.

(The mattress style reported actually has a 15 yr non prorated warranty- 10 years from Sealy & 5 additonal non prorated years from Macy's)

I am very sorry to hear of any one with back pain. I certainly hope this woman's back improves. However this customer stated she had back pain before she bought the mattress, a new mattress is not a substitute for medical care or back surgery. I don't belive any new mattress can correct a severe back problem. A severe back problem could get "worse by the day" no matter what bed is being slept on. If a mattress is sagging more than the industry standard of one and a half inches it is considered defective and will be replaced provided it has not been subjected to customer abuse,(and other factors)
The manufacturer states in the warranty card that is delivered with the mattress that they will not replace mattress that have been stained or burned.
This type of abuse can damage the underlying foam layering causing several types of problems including sagging. Unfortunatley this is considered customer abuse/neglect. The customer has some resposiblity to take reasonable care of the mattress if they wish to have warranty coverage.

These policies are industry wide and apply at every mattress retailer by every mattress manufacturer.

(The mattress style reported actually has a 15 yr non prorated warranty- 10 years from Sealy & 5 additonal non prorated years from Macy's)

I am very sorry to hear of any one with back pain. I certainly hope this woman's back improves. However this customer stated she had back pain before she bought the mattress, a new mattress is not a substitute for medical care or back surgery. I don't belive any new mattress can correct a severe back problem. A severe back problem could get "worse by the day" no matter what bed is being slept on. If a mattress is sagging more than the industry standard of one and a half inches it is considered defective and will be replaced provided it has not been subjected to customer abuse,(and other factors)
The manufacturer states in the warranty card that is delivered with the mattress that they will not replace mattress that have been stained or burned.
This type of abuse can damage the underlying foam layering causing several types of problems including sagging. Unfortunatley this is considered customer abuse/neglect. The customer has some resposiblity to take reasonable care of the mattress if they wish to have warranty coverage.

These policies are industry wide and apply at every mattress retailer by every mattress manufacturer.

(The mattress style reported actually has a 15 yr non prorated warranty- 10 years from Sealy & 5 additonal non prorated years from Macy's)