We purchased a Simmons Elite Backcare Manchester Luxury mattress in 2001.
Already after only a few months we had some serious sagging in the mattress and called the store to come and measure. The test at that time was failed by Simmons inspectors by a few millimeters.
Now, 6 and half years later we again requested a test of the mattress because there are now two large indents on each side of the mattress.
Simmons sent an inspector who took measureemnts and we received a letter saying so elegantly that the mattress has contoured to the shape of our bodies. This is so much so that it is like rolling up a hill when I want to move to the middle of the bed! Just for readers infomration, I weigh 200 lbs and my wife 143 lbs.
My understanding of mattresses (as indicated by sales personnel) is that a mattress should rebound and not remain with a large indent on both sides.
Nothing in Simmons documentation talks about compaction in this style of bedding being expected as they wrote in their letter.
The next amusing respone from Simmons was that there is a stain on the mattress that negates the warranty ... This is of course an abolute joke!
There are a couple of superficial stains on the outer cover each less than 1/2 inch across. We are not aged and incontinent! No liquids were ever spilled on this mattress. In no way could this be considered a voiding of the warranty. I could understand this if there had been repeated unprotected incontinence, for instance. This is so typical of Simmon's response.
This is worse than an insurance company making a systematic first refusal.
The latest is that I cannot speak to the customer service representative who wrote the letters. Each person I speak to, says the file says this and that and now, they suggest I take my own photos graphs and send them and we'll be off again on another sets of letters ....
Having seen other Simmons customer complains on this site and others, I am adding my information to the stack.
Hopefully this will get a reaction and a replacement by Simmons. Interestingly, this model has been discontinued.