Official response to Mr. Holliston from Dial-A-Mattress

Mr. Holliston,

We are very sorry that you are dissatisfied with our service our your warranty claim. However, our Driver reports to us that your mattress was not simply discolored as you described but stained and torn. His described the condition of the mattress to us as the following. He believed that the stain appeared to be bodily fluids, he surmised that the tear was due to a cleaning attempt by you or your representative of that stain.

If you feel that is a false representation of the condition of your mattress you can feel free to contact me and I will be happy to send another Driver to your home to do an additional inspect.

The reason we could not perform the exchange that we came to your home prepared to do that day was in fact due to the limits of the warranty. Although the Sealy Warranty card does not specifically list stains under Items not covered by the warranty. The Limited Warranty does limit the following as Items not covered. Paraphasing from the Sealy Limited Warranty Card: 'Items and damages not specifically listed in the 'Warranty Coverage' section are not covered, including, for example:

Mattress fabric

On the page titled, If a Warranty Problem Occurs... in the middle of the fourth paragraph please read the following: 'Your warranty does not cover products found to be in an unsanitary condition,...'

For your mattress to be covered by the Sealy warranty we are obligated to follow their limited warranty. All products are inspected at our warehouse by a Representative of Sealy and your product would be refused to be returned for credit due to the stain and tear.

However, I will leave you with a possible solution if the product is in fact stained and torn as described above (if not again please contact me directly). If Sealy is willing to waive the limits of your warranty with regards to the unsanitary condition, we will gladly make the exchange for you. You can contact Sealy Corporate customer service at 800-MYSEALY. If they agree to this exception, please have them advise me in writing or via telephone and I will be happy to accomdate you.

We, at Dial-A-Mattress, strive to provide exceptional service to our customers pre and post sale. We have been in business in Massachusetts since 1992 and have an excellent rating with the Better Business Bureau. We do successfully perform exchanges for customers with defect issues like yours if the product is not stained. Please contact me directly if you wish to discuss this situation further or if you get a positive result from the Sealy Company.

Also, if you wish to receive an additional copy of your Sealy Warranty Card, I would be happy to forward one to you.

Sincerely,
Donna Riggi
Manager
Dial-A-Mattress
800-524-2226