We purchased a Simmons mattress that had a 10 year warranty. We rotated and flipped it every 2 months. This was one of the higher priced mattresses with individual coils so you wouldn't feel any movement when people moved in the bed.
We started having problems with our mattress when it was 5 years old. All of a sudden we started noticing that the mattress was getting deep depressions and had a long hard ridge down the center of the bed. The middle of the bed became higher than the rest of the bed! The edges of the bed also was compressing. This made sleeping very uncomfortable.
So, the first week of August 2005, I requested a check of my mattress to see if it qualified for the mattress warranty. It was originally purchased from Leath Furniture in Cedar Falls, Iowa.
On 8/22/05 it was inspected and they measured a 1 1/2 inch depression. It was actually deeper in a couple locations, but they would not use those spots as there was a button in the mattress and they said that they can't use anything close to that area. At that time I also complained that there was a very large ridge in the middle of my queen bed and it was extremely uncomfortable. The bed had deep depressions and when sleeping on it, it sank much further than the 1 1/2 inches. It felt like you were sleeping in a crater. It was causing very painful shoulder and back problems for both my husband and I. I was told it did not qualify for the mattress warranty as this was not a manufacturing defect but rather it was conforming to our body's contours. The ridge in the middle of the bed was not addressed in the letter we received from the Simmons representative.
I called and talked to Scott Burgess who is the Simmons bedding representative. He was rude and obnoxious to me on the phone and pretty much said I would not get a new mattress. There was nothing wrong with it. I also called his supervisor, Brian Desbiens in Kansas City, but nothing changed.
The bed just kept getting worse. Seems to me that the bed was breaking down as it held up for 5 years and then all of a sudden it seemed to start sinking. The depressions kept getting deeper and the ridge in the middle of the bed seemed to get worse.
I had it reinspected 12/7/05. This time Scott Burgess told the guy who was measuring the bed to use a 6" square block with numbers written on it. Now everyone knows that a square block will not fit very well into a curved surface. The mattress is curved, so there was a gap of at least 1/2 inch at the bottom of the block. With the measurer's help, we put a measuring tape along side the block to measure the "real" depth. It measured 2 inches and this was not close to a button, it was deeper there. Once you lay on the bed, the bed sinks approx 4-5 inches!
This was not the way they measured the first time. Could it be that they used this block, so the mattress depression would show a smaller measurement?
It was turned down again. Scott Burgess told me on the phone that I will not get my mattress warrantied and accused me of trying to get a free mattress.
Starting in March 2006, I contacted Brad Bailey who is Scott Burgess's new supervisor. I emailed twice with pictures attached, and also called multiple times. The only response I got was a form letter from Scott Burgess saying "your mattress is not considered a manufacturing defect". I have not yet received a return phone call from Brad Bailey, though I have called multiple times.
I feel my mattress qualifies for the warranty and that I should get a new mattress. My "old" mattress, which is 20 years old, is more comfortable than this one.