Well... My experience started Dec 1999. I purchased a Simmons King size matress. I filed a complaint in May 2001. They sent out a rep who evaluated my mattress. It was still within a 1/4 of an inch replacemnet guidelines. And I flip my mattress once a month. I took this eval with a grain of salt because the mattress had broken down this much in 1 1/2 years. I dropped it due to my husband in my ear stating it was all in my head..... whatever!
Anyway, I recently called to reopen my original complaint 2 months ago... my husband finally agrees with me. A rep was out about 3 weeks ago (Approx April 27, 2004) + said to call in 2 weeks if I didnt recieve a letter.
Well, It is May 12, 2004 about 2 1/2 weeks later... STILL NO LETTER. So I called today and they said a replacement letter went out on May 6th 2004. My opinion a letter sent from Atlanta,Ga to outside Pensacola, Fl should take 1-2 days tops. While I had Simmons on the phone I asked how this worked...
According to them, I have to dispose of old mattress and box springs at my expense (no big deal there) don't want the Darn thing its uncomfortable to sleep on, I will have to send labels in from current mattress and boxsprings, then after they recieve these things and process paperwork it will take 4-6 weeks to recieve replacement. They said they would mail another. I asked them to email..can't do it... well can you fax it...YES we can do that. Well the fax came and I read it only to realize...the letter that was faxed to me wasnt mine. It is for someone in Milwaukee, Wisconsin.
I tried to call them as soon as fax was recieved but they closed 1 minute before I called. I have to call again tomorrow. According to the letter this person was told the same about disposal but they were sending an updated version of their product and had to send XXX amount of dollars for the shipping charges and new mattress would still be under old warranty bill of sale date. I think this is wrong in my opinion most companies when they send you replacement for defective products under warranty dont charge you shipping charges but most of my complaints have been with toy companies...such as Power Wheels, Mattel, Fisher Price, etc.... good responses from these companies.. oops got side tracked.
Anyway if my letter says this about shipping I amgoing to bring this to their attention. I feel shipping charges should not be charged to me for a product under warranty. I also believe the new mattress sent should fall under a new bill of sale date (warranty). Will see tomorrow. I guess this is a small price to pay for a new mattress and box spings. What do you others think about this as a consumer?
Simmons Company (Manufactured at)
540 Beautyrest Ave
Jacksonville, Fl 32254
Simmons Company Consumer Service (Warranty)
1900 Beaver Ridge Circle
Norcross, Ga. 30071