• Report: #318205
Complaint Review:

Simmons Mattress Company A.k.a. Systematic Warranty Refusal

  • Submitted: Sat, March 15, 2008
  • Updated: Thu, December 09, 2010

  • Reported By:Southlake Texas
Simmons Mattress Company A.k.a. Systematic Warranty Refusal
1900 Beaver Ridge Circle Norcross, Georgia U.S.A.

Simmons Mattress Company A.k.a. Systematic Warranty Refusal Simmons Mattress structural failure ... refused 10 year warranty despite deep compaction Norcross Georgia

*Consumer Comment: Same Problem,Same response NO STAINS

*UPDATE Employee: Obbviulsy stains VOID it

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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.

Southlake, Texas

This report was posted on Ripoff Report on 03/15/2008 02:00 PM and is a permanent record located here: http://www.ripoffreport.com/reports/simmons-mattress-company-aka-systematic-warranty-refusal/norcross-georgia-30071/simmons-mattress-company-aka-systematic-warranty-refusal-simmons-mattress-structural-fa-318205. 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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Updates & Rebuttals

#1 Consumer Comment

Same Problem,Same response NO STAINS

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

My story is the same as indicated above,I have read the warranty and we have no stains, stated as such by the inspector. This game is a ripp off and Macy's has not been any help in resovling the problem issue as well. Moving on to the fourth inspection, interesting side note, the mattress at the 9 month old mark had a 1" drop,you need 1 1/2 " drop for warranty, at 4 year third inspection we only have 1/2" drop but the sides of the mattress have collapsed almost 3" . The memory foam indentations are over 3" deep, the mattress warranty says the foam will flatten back out in a few hours. My mattress has not flattened out in years.

I should also tell you if you post a complaint on their blog, it will be removed quickly.

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#2 UPDATE Employee

Obbviulsy stains VOID it

AUTHOR: Mr. Commonsense - (U.S.A.)

Dear You who did not read your warranty,

Any item that is sold with a warranty is sent to the consumers home with a copy of the warranty. This is done in the hope that the consumer will know how to read and use the information in the warranty to protect themselves. Any mattress company is going to void the warranty if stains are present on the mattress and this info is clearly written in the warranty. This shows how you care for your mattress. All mattresses' should be protected with a mattress pad or protector. These are always offered at the time of sale and are worth the $70 to protect your investment. To everyone who reads this. Please read any warranty information anytime you make a purchase that includes a warranty. You can avoid many headaches and frustrations that are caused by you, not the company that holds the warranty. Good luck.
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