• Report: #353058

Complaint Review: Mattress Firm

  • Submitted: Sat, July 19, 2008
  • Updated: Thu, June 04, 2009

  • Reported By:Brooksville Florida
Mattress Firm
6218 N. Dale Mabry Tampa, Florida U.S.A.

Mattress Firm, Sterns & Foster Mattress Firm won't stand behind warranty of Sterns & Foster beds Tampa Florida

*UPDATE Employee: Why no load is used in the testing of warranties

*Consumer Comment: Are you done now?

*Consumer Comment: Reply to Cooburns concerning Stearns and Foster Mattress Testing

*Consumer Comment: For You...

*Consumer Comment: Mattress Firm, Sterns & Foster

*Consumer Comment: Sorry to hear that..

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On 5/21/02 my wife and I purchased a king and queen Sterns & Foster bed. We knew Sterns reputation was a good one, and with the long warranty of Mattress Firm, we thought we had made a great decision.

We found out that we were wrong on both counts. Both beds began to severely sag in the middle, and Mattress Firm did not stand behind them at all! They sent a man out to "evaluate" the beds with a string test. (You stretch a string from one side, over the middle, to the other side and see if the bed sags beneath the string 1 1/2 inches.)

Well, both beds did not show sagging, even though there was severe sagging once on the bed. The reason is simple... If you take a trampoline and stretch it over a bowl, guess what... It appears to have no sag, until you lay upon it.

Well, we never got any satisfaction on our problem so we let go of it and fast-forward to the present. Yesterday, we found out from a rep in a Mattress Firm store that MF dropped Sterns line entirely due to "too many warranty complaints."

They knew they had been selling lemons but made the decision to create a false test to cover their collective butts. "String Tests" are they only measure they use. The testor never sat on the beds, examined any other portion of the bed(s).

So, my fellow consumers... even if you think you're getting a great warranty, think again. Mattress Firm is a hoax.

Michael
Brooksville, Florida
U.S.A.

This report was posted on Ripoff Report on 07/19/2008 04:01 AM and is a permanent record located here: http://www.ripoffreport.com/r/Mattress-Firm/Tampa-Florida-33614/Mattress-Firm-Sterns-Foster-Mattress-Firm-wont-stand-behind-warranty-of-Sterns-Foste-353058. 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 6Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Why no load is used in the testing of warranties

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

First off, using the analogy of rafters in your house is rediculous. These are things that are designed for 2 different things. Your rafters shouldn't give at all. A mattress, however, does. Especially if you bought a pillowtop. Many pillowtops nowadays have 5-6 inches (or more) of padding in the mattress. Even brand new (and nothing wrong with it) you will sink more than 1.5 inches into the mattress if there is that much padding on it! That's what it's designed to do! A sag, therefore, cannot be measured with a weight on it, as that doesn't give a realistic view of the condition the mattress is currently in vs. what it should be. For example, a 150 lb man will sink into a mattress a lot less than a 300 lb man. Should the 300 lb man get a warranty replacement just because "it sags more when I'm in it?" NO. It's not Stearns and Foster (or Sealy, Simmons, Serta, anyone)'s fault that you sink into a soft mattress when you lay on it. THAT'S WHY YOU BOUGHT IT! Maybe you bought one too soft - we have a 90 day comfort guarantee for that. However, the warrant does not (and cannot) cover your comfort.

Oh, and by the way, we do carry Stearns and Foster. There was about 1 and a half years where we didn't, but not because of warranty issues - it was because the current line was not selling like the Stearns and Foster beds did in the past, and so we decided to carry more Sealy Posturepedics while we waited on the new line. It's now here, and it rocks.
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#2 Consumer Comment

Are you done now?

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

This website is for consumers that have issues with either the product they purchased or the company they purchased from. You and I have turned this into a fight between who is right. Look I'm sorry if you don't believe the things I say, I don't see things your way either. You attacked me for the most part, by saying if I'm lucky to get home?? Really, I don't think that a very nice thing to say.

The reason they use this test is it's the simplest way to determine if it's defective. Do have this idea that when someone files a claim they NEVER get approved?? If I upset you sorry about that. Thanks by the way for making wonder about everything I once thought was safe in my life. Way to go.
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#3 Consumer Comment

Reply to Cooburns concerning Stearns and Foster Mattress Testing

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

Cooburns, Mattress companies are not much different than peanut butter companies. (Peanut Corporation of America) They both are using dishonest tests to convince the public that their products are up to standards. That is why 42 out of 50 states have a salmonella outbreak right now and 50 out of 50 states have defective mattresses that will not be exchanged when they fail. Honest testing would lead to a safer food supply and honest testing would lead to better quality mattresses.

This type of dishonest testing was not so bad when mattresses were cheap. Now days you can easy spend $2,000 for a mattress. Stearns and Foster does not need to worry about the quality of their product because no one enforces realistic logical testing to determine if they meet any meaningful standard. It is not in the interest of Stearns and Foster to use a better test unless they provide a product that will hold up.

You talk about the fact an innerspring could be the issue yet you support the idea of using a string across the bed with no load on it. This tests absolutely nothing and certainly does not test the innerspring.

You state a weight should not be used for testing because everyone is not the same weight. That is like saying life insurance should not be sold because everyone dies at a different age.

You seem upset about customers complaining and call this a he said, she said. With proper testing complaints go away. The customer is treated fair and they receive what they paid for. You comment you can't always get what you want You mean you can't always get what you paid for.

Today when you drive home from work, take a minute to think about the tires you are riding on. Are they Firestone Wilderness AT's? If so, I am sure they passed the string test. They look good until you test them in realistic conditions. If you are lucky enough to get home, think about the thousands of pounds of roof, rafters, and shingles above your head. Perhaps the builder of your home used a string to determine that the rafters do not sag. For your sake I hope a better process was used. It is called Load Testing. At some point in time it is probable all the materials in your home were measured and tested with something more than a string. (Except your mattress of course)

Sincerely,

B.R.I.
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#4 Consumer Comment

For You...

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

Ok first off you assume I don't have a clue. I only said what is the truth. Mattress companies have very little say in the approval or not once it gets to the inspection company. Now if you believe you have a better more effective way of testing defective mattresses then maybe you should present that to someone. It's funny how ALL the compaines out there use this so called "stupid" test. I am only saying that in my experience even if you get declined for a warranty claim it's still possible to get it replaced. I don't know if this is the case here, however talking and asking questions instead of name calling, blaming back and forth and my favorite he said she said. Try talking. Now when you said putting weight on a mattress is the only true test. How does that measure anything? Everyone is not the same weight, so the reason they do it this way without someone on the bed is the only true test. If the foams in any mattress cheap, expensive, or even one that says they have a lifetime warranty... yes will compress over time and depending on the amount of use should come back up to it's original shape. In some cases they don't. Now in some cases it's not the foam at all causing the issue is could be the innerspring. To each their own I guess. By the way plenty of customers get their claims approved, just because this one person didn't doesn't mean the company is ripping people off, their just pissed off because they didn't get what they wanted. You can't always get what you want you know. Also one more thing... some compaines don't offer warranty replacements they want to try and fix it... now that's wrong.
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#5 Consumer Comment

Mattress Firm, Sterns & Foster

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

I know this is an old report but I felt compelled to reply. Coolburns from Peroia Arizona does not have a clue. He thinks that because the mattress inspection company is a third party they are not Biased. They are paid by the mattress company and testing companies like this will not stay in business unless they come up with the right answers.

To test a mattress without a load on it is ridiculous. A cheep foam will return to its original position without a load. The best test is to place a weight on the mattress in various spots. Then record how far the weight deflects the mattress. (If you want to use a string just use two equal weights and a string level across the top of them) If the weight sinks deeper in some areas than others, the mattress is defective. The mattress should be equally resilient in all areas including the edges and the center.

I think the Attorney General should get involved with this rip off. Get some common sense and fair testing. I too was ripped off by Sterns and Foster. I did not expect to get a bed that would fail like this one did.
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#6 Consumer Comment

Sorry to hear that..

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

First of all it's rude to blame the company for something they have no control over. Mattress Firm like other companies don't use anyone employed by them to inspect your mattress, this would make them bias. They use a third party inspection company to do the "string test" that you mentioned. Mattress Firm has absolutely no control over what that company does to inspect your mattress. The reason they use this test is because it is the most effective way to determine weather or not there is a 1 1/2" deep impression in the bed. If you sit on the bed or lay on it of course the impression is going to be deeper, more weight is on the bed. A body impression is something defined as a dip in the foam layers of the mattress that does not regain its original shape 7 to 8 hours after use. You did not get ripped off your just not happy with the explanation you were given which again is not the companies fault, plus this was what 6 years ago, do you really remember every detail that happened and that was said.
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