• Report: #79148

Complaint Review: MACYS BED AND FURNITURE STORE

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  • Submitted: Wed, February 04, 2004
  • Updated: Sat, April 23, 2011

  • Reported By:LONG BRANCH New Jersey
MACYS BED AND FURNITURE STORE
HWY 35 NORTH EATONTOWN, New Jersey U.S.A.

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

*Consumer Comment: Excuses

*UPDATE Employee: Sorry to hear..

*UPDATE Employee: Stains and Burns Void all mattress warranties -" Customer Abuse"

*UPDATE Employee: Stains and Burns Void all mattress warranties -" Customer Abuse"

*UPDATE Employee: Stains and Burns Void all mattress warranties -" Customer Abuse"

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I called Macys Bed and Furniture Store the second week of January 2004 about my mattress sagging and what appeared to be a broken boxspring. The bed was very expensive to begin with, and came with a 10 year warranty against defects to the mattress and boxspring. Macys sent out a gentleman to inspect the mattress, which is a sealy posturepedic crown jewel, divan model.

The so called inspecter never layed on the bed, flipped the mattress, the only thing he did was lay a rod on the mattress and measured down to try to determine the sag. he did state that he could see that the boxspring was broken on the side.

Well looking at it you can see the sag, but when you lay on it you can feel how much it sags. I received a letter from Macys on January 27, 2004, which stated the inspectors indicated that there are no manufaturing defects present, there fore we are not authorized by the manufacture to exchange or retun my bedding.

On February 3, 2004 I called the macy bed store and spoke with Trish, she stated that the inspector didn't find anything wrong with my bed, except for a small burn mark at the head of the bed. no sagging or broken boxspring were noted, not even when he turned the mattress, which he never did because i offered to help him but he said he didn't need to.

I was advised by Trish that the warranty voids if you get any type of stain on the mattress and that I should have spent even more money than I did to get a special warranty to cover stains. Well I am not complaining about the stain, I am complaining about the severe pain in my lower back and the lack of sleep I am getting because of this mattress. I have a documented back injury and am awaiting surgery in March 2004.

I am out of work on disability and believe me,not getting any richer, so I cannot afford to replace the mattress, but why should I, I had a warranty on my existing one. There is a good posibility that this mattress has already caused further damage to my back, because I am getting worse by the day.


Please help me get my mattress replaced, I was talked in to this mattress five years ago by a salesman who told me it was the best mattress and the warranty was for 10 years and your bed would be replaced if found to have any defects. hopefully you can talk them into replacing my mattress before my surgery, if not i'll have to speak with my lawyer and have him check to see if this mattress has caused further damage to my back and handle it that way.

thank you very much. hope to hear from you soon. also the salescheck number is ME9917644343.

Margaret
LONG BRANCH, New Jersey
U.S.A.

This report was posted on Ripoff Report on 02/04/2004 08:34 AM and is a permanent record located here: http://www.ripoffreport.com/r/MACYS-BED-AND-FURNITURE-STORE/EATONTOWN-New-Jersey/MACYS-BED-AND-FURNITURE-STORE-FULL-SIZE-BED-CAME-WITH-10-YEAR-WARRANTY-NOTIFIED-THEM-AFTE-79148. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 5Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Excuses

AUTHOR: alero - (United States of America)

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.
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#2 UPDATE Employee

Sorry to hear..

AUTHOR: Vandalayindustries - (U.S.A.)

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.
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#3 UPDATE Employee

Stains and Burns Void all mattress warranties -" Customer Abuse"

AUTHOR: Don - (U.S.A.)

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)
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#4 UPDATE Employee

Stains and Burns Void all mattress warranties -" Customer Abuse"

AUTHOR: Don - (U.S.A.)

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)
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#5 UPDATE Employee

Stains and Burns Void all mattress warranties -" Customer Abuse"

AUTHOR: Don - (U.S.A.)

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)
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