• Report: #448979

Complaint Review: Mattress Firm

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  • Submitted: Tue, May 05, 2009
  • Updated: Thu, May 14, 2009

  • Reported By:Greer South Carolina
Mattress Firm
5815 Gulf Freeway Houston, Texas U.S.A.

Mattress Firm Sealy Mattresses Non-warranty warranty--Don't spend the warranty fee! Houston Texas

*Consumer Comment: Warranty

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We bought a top of the line Sealy mattress set for $2300 in 2004. After less than 5 years, the sags are big enough to make you feel like you are sleeping in a water slide. Sealy says "see the retailer". The retailer says "send in this form with your payment of $25." We sent the form, and fee, then waited 4 weeks for a inspector to visit. The inspector said it takes up to a week to hear the results. After 2 weeks, there is no response. We have made 4 calls to the company, and left messages, with no return calls or messages.

Here are the learnings:

1. Mattress warranties should not play a role in buying decisions.
2. The retailer controls the warranty, and the terms are set up to protect the retailer from valid claims.
3. The process itself discourages claims, charging a fee, and typically taking 4-6 weeks, with no communications electronically.
4. Sealy does not stand behind the retailer unless the retailer goes out of business, then they use the exact same warrranty claim method as the retailer.
5. Sealy product durability is poor, and the buyer should know not to expect more than 5 years, despite warranties of 10 years.
6. Beware of pillowtop mattresses, because the pillow loses comfort quickly.

We're going to try another brand and a larger retailer who can provide references on standing behind their customers claims. We estimate the size of this particular ripoff at approximately $1000 plus the $25 claim fee.

Don
Greer, South Carolina
U.S.A.

This report was posted on Ripoff Report on 05/05/2009 01:19 PM and is a permanent record located here: http://www.ripoffreport.com/r/Mattress-Firm/Houston-Texas-77023/Mattress-Firm-Sealy-Mattresses-Non-warranty-warranty-Dont-spend-the-warranty-fee-Housto-448979. 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 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Warranty

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

First off sorry to hear your going through a rough time with your mattress.

Ok now first of all I myself purchased from them many years ago, and didn't have an issue with my claim.

You stated your going to find a larger retailer... they are the largest in the country and Sealy is the largest mattress company. You had a problem with your mattress that doesn't mean the entire line up of beds they carry is crap. You assume your not the only one with an issue which is true I'm sure but to slam the company is just wrong. The paperwork you send in, from my memory it tells you 4-6 weeks, so why are you surprised?

Yes pillowtops show wear faster because they are thicker and have more foam...

They have to charge a fee for the inspector that's how the company pays them.. they don't just come out to your home for free! Oh and if you claim is approved that $25 goes toward your delivery. I'm betting you get you letter soon.

Did you ever stop and think they might be running behind? Sorry it's taken so long but I'm wondering when you noticed the problem... was it years ago or just a few months ago. If it was longer than a few months ago you noticed, it's not right for you to be annoyed with them for taking a little longer than expected.

Just calm down and wait, I hope it works out for you.
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