Bedding Industries of America

Our company did become aware of this situation on Nov 2014..There is a trail of e-mails and I see a few months lapsed for claim packet informationWe are willing and have been willing to repair or replace the foundation under the warranty guidelinesIt's usually the stores responsibility to process these claimsHowever in this case the store unfortunately is out of businessThe company works with all of our customers to make sure their issues are resolved according to our policyWe are flexible and look forward to resolving each claim or question when they ariseTransportation is the consumer responsibility although we may be able to get a foundation to a store nearby Mr [redacted] 's homeWe do have an outsourced delivery service which can accommodate Mr [redacted] 's request for residential delivery service with a charge attachedThese options are always offered to our consumers when stores go out of businessThe warranty cards are delivered with all mattress' that leave our factory and 90% of the time are read when a warranty registration is filed

I worked with Mr [redacted] and this warranty claim has been resolvedThe Eclipse factory replaced the foundation in July of according to our recordsWe would like this complaint removed from our record with Revdex.com as the claim is resolved and the consumer is satisfiedI've copied Mr [redacted] on this e-mail for recordAny questions call or write me and Thank You for your attention to this matter

This complaint was brought to my attention on July 30, 2015 a few days before the complaint was filed on August 5th. We stand behind all that we make and look forward to resolution of claims that are filed within our office. The process normally takes two to four weeks for...

determination as long as all the required documents are complete and returned to our office. The law tag seems to be missing from this file and I'm hoping the law tag is able to be presented to us. The law tag is sewn into the border of the bed at the head of the bed on every bed that leaves the factory. In the meantime I spoke with [redacted] on the 7th of August and assisted her with answers to all of her questions and offered options for her in order to resolve this claim. The company stands behind all that we manufacture and addresses each and every claim in a timely fashion.

I confirm that I am satisfied with the results of the situation.

As I had stated in my original complaint, NO effort was being made to even maintain contact with me. The last time I spoke with Mr [redacted], he said he was going to "contact their rep in the area and see where I can take the mattress" and told me to call back the following Tuesday, which I did but got no answer. I then sent a few more emails which also went unanswered which prompted this complaint.During the few conversations/email, there was NO mention of MY having to bring the mattress to their facility. I told Mr [redacted] that I was having surgery and was trying to get the mattress replaced BEFORE hand so I wouldn't be so terribly uncomfortable while recovering. And as far as his "normal wear and tear after 5 years" comment, the mattress was actually not even used for an entire year and I can NOT see an impression THAT size being caused by a single 130lb person. As previously stated, I was offered this and that and there was NO follow through. At this point, I don't want to be bothered with this company and would like a refund so I can replace this mattress because obviously it's bad and the company is NOT making any effort to correct the problem. There's no way they could be considering I can't even get emails/messages returned. This was a pretty expensive mattress when purchased in 2010. I can't remember the exact dollar amount but it was between $450-$600, I am the ONLY person who has been sleeping in it and it wasn't even used for a year. 
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The consumers mattress will be repaired or replaced at the factory discretion.We do offer loaner mattress for the consumer to use while the claim determination is being processed. Transportation is the consumer responsibility and we do help with the facilitating this exclusion. We do offer upgrades...

to premium styled memory foam sleep products as part of our warranty service.

[redacted]
I am rejecting this response because:
How would I dare transport a king size mattress on my own for starters. Secondly, how would they supply a loaner mattress? A used mattress? Isn't that illegal in the USA?This is an unacceptable response. I am demanding a full refund of my mattress purchase since this merchant is refusing to come to home, as the repair and exchange the mattress under the 15 year warranty that we purchased.This is UNACCEPTABLE as they are making it impossible for me.This company is not a top rated company at all.

I am rejecting this response because:I checked with other stores that sell the Eclispe Mattress and foundations and they do not charge their customers to pickup and replace defected mattress or foundations.  I do not feel after spending nearly $1,000 for mattress and a defected foundation that has already been replaced twice we should have to pay a transportation cost to have the foundation replaced for a third time.  This is a very bad business practice by the manufacture to keep costing their customers money by delivering defective products.  As a consumer we have no control over the quality of the product we receive until we are given the opportunity to use the product.  If the product is found to be defective the cost to replace should be the responsibility of the store and or manufacture who issued the warranty.  And the cost to replace needs to include the transportation cost.  In less than 2 years we have had to replace and make a request to replace 2 defective foundations manufactured by Eclispe.  If the manufacture can arrange to have a new foundation delivered to a store local to our home why can't they arrange to have the foundation delivered to our house and the old foundation removed.  Other than a full refund of our original cost or a refund of $300 to purchase a new non Eclispe foundation the only solution we would accept is the delivery of a new foundation to our hone and the removal of the old foundation at no cost to us.

I  worked with Mr. [redacted] and this warranty claim has been resolved. The Eclipse factory replaced the foundation  in July of 2015 according to our records. We would like this complaint removed from our record with Revdex.com as the claim is resolved and the consumer is satisfied. I've copied Mr. [redacted] on this e-mail for record. Any questions call or write me and Thank You for your attention to this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
 [redacted]

The new box spring for [redacted] was shipped to [redacted] VA. on January 8th 2016. The full XL foundation should have been picked up by the consumer. Based on the circumstances we decided to replace the foundation although product failure wasn't...

diagnosed by our QC Dept. The warranty guidelines do not include any kind of refund because we didn't sell the set to the consumer. I'm very honored to be in service to all of our consumers across the country. We have closed this case here because the foundation was shipped as agreed. Please advise with confirmation of our resolution to [redacted] claim.

Complaint: [redacted]
I am rejecting this response because:When I spoke the Mr. [redacted] he was more concerned about the complaint filed with the Revdex.com, not the customer. I have provided all pertinent information that was asked of me including pictures that clearly show product failure greater than 2". Yet they still insist that I ship it to their company at my expense of at least $600. No where was I told or it was written that I would be responsible for incurring that expense for the warranty to be covered. I believe that the manufacturer should make this right according to there own product failure policy which is: product failure is an indentation greater than 2". 
Regards,
[redacted]

To whom it may concern,     We resolved the consumer complaint prior to receiving this complaint notification. The consumer [redacted] did reply to me that he was satisfied with the new mattress we sent him on Tuesday Nov 24th 2015. We stand behind all that we make and our...

factory warranty is upheld. The transportation costs were absorbed by our company even though its not included in the warranty. This courtesy is a good way for us to say Thank You for your business! In closing, this claim was resolved based on the prevailing circumstances and appearance of product failure although not diagnosed.

Our company did become aware of this situation on Nov 19 2014..There is a trail of e-mails and I see a few months lapsed for claim packet information. We are willing and have been willing to repair or replace the foundation under the warranty guidelines. It's usually the stores responsibility to...

process these claims. However in this case the store unfortunately is out of business. The company works with all of our customers to make sure their issues are resolved according to our policy. We are flexible and look forward to resolving each claim or question when they arise. Transportation is the consumer responsibility although we may be able to get a foundation to a store nearby Mr.. [redacted]'s home. We do have an outsourced delivery service which can accommodate Mr. [redacted]'s request for residential delivery service with a charge attached. These options are always offered to our consumers when stores go out of business. The warranty cards are delivered with all mattress' that leave our factory and 90% of the time are read when a warranty registration is filed.

As of last week(Feb 25th 2016) this claim is resolved as the [redacted] decided to upgrade to a premium styled memory foam sleep product as part of customer service. The customer is completely satisfied and will receive their new mattress within 10 days.

Review: I purchased a mattress from a local Pennsylvania mattress re-seller in Feb-Mar 2010 that was manufactured by Eclipse International. In the last 2 yrs I noticed a bad sag in the center of the mattress. I had recently moved BACK to PA and contacted the company back in February speaking with a Ken [redacted] regarding the warranty. He told me that if it was within 5 yrs, it was a full replacement warranty after that it varied. After sending numerous photos and being unable to locate the receipt, Ken had said he would replace the mattress because one of the pics I sent was the manufacturer's tag showing it was manufactured in Feb 2010 BY their company. So I was within the 5 yrs for warranty replacement. Well I have been trying to get this mattress replaced since Feb of this year and he kept giving me the running around. First it was "finding a local rep in my area" and then "am I able to pick it up" and NOW he won't even respond to my emails or answer my calls. He's told me to call him on certain days/times and he never answers. I have emailed him several times and he ignores me.

I advised him I am getting ready to have surgery on June 15th and needed to get this done prior to that date as I will be bedridden while I convalesce after surgery. I have advised him that I CAN get someone to help me pick it up and have told him a few towns/cities close to me since I guess they no longer work with the store I originally purchased the mattress from and still nothing.

The mattress was originally purchased in 2010 by a local mattress store who was a re-seller of the Eclipse Mattress. The store's name is:

[redacted]Desired Settlement: I would like this mattress replaced immediately and would like it delivered to my home at this point. I feel that it is just compensation that they deliver it to my home and haul their defective mattress away at no charge for all the delays and problems they have caused me trying to get this mattress replaced. If they're not willing to do this, then they can refund what I paid for this mattress in 2010 and I'll just buy another one.

Business

Response:

We've agreed to repair or replace the mattress at the factory discretion. Under our warranty guidelines this action is taken to offer the consumer the ability to have there mattress repaired or replaced at the factory discretion. We are more than happy to stand behind our product and keep our customers satisfied with our product. Although the depression appears to be normal after five years we are still willing to look at it to see if any problem may exist. The company helps our consumer with transportation however Transportation is the consumer responsibility and I always make our loyal consumers aware. We will repair or replace any mattress we make at the factory discretion.

Review: My wife and I purchase a Eclispe Mattress and Foundation Normandy Model with a 20 year warranty from Sleep Pros of Wall NJ on 02/18/13. Within 1 year of the purchase the foundation started to make a lot of noise when ever you got in or out of the bed or even rolled over in the bed. The noise was loud enough to wake us up and made it impossible to get a good night sleep. When I complained to Sleep Pro they agreed the foundation was defective and provided us with a new one. The new one lasted less than 6 months before we had the same problem. The noise sounds as if the foundation is breaking when ever you move in the bed. When I tried to contact Sleep Pro I was informed they went out of business. I wasn't to concerned as my warranty for the mattress and foundation was with Eclispe International and would still be honored. I contacted Eclispe Mattress location in North Brunswick, NJ both on the phone and through email. The contact at Eclispe for warranty issues is Ken Eclipse International Eastman House ###-###-#### Ext.[redacted]. After a couple of calls and emails Mr. [redacted] sent me a Warranty Claim Package to fill out and return. I returned the package to Mr. [redacted] on 1/21/15. While I received the Claim Package before the Christmas Holidays I didn't return until our decorations were down figuring Eclipse would have to come and remove the foundation. Since I sent the package I have not received any communications back from Mr. [redacted]. I have followed up with multiple emails requesting he provide status on my Claim Package. The most recent email was on 03/02/15 and still no response. I have read on-line multiple complaints about the warranty not being honored. I also found out that you have to bring the mattress or foundation to the company North Brunswick, NJ factory to have the mattress or foundation evaluated and repaired if required. This clause within the warranty was not explained at the time we purchased the mattress and foundation.Desired Settlement: I would like to receive a full refund of $962.95 for the mattress and foundation. At this point we cannot trust Eclispe to honor their warranty which was one of the main selling points and why we purchased the mattress and foundation. I wouldn't trust Eclispe to repair the foundation or replace the foundation. As this is our second foundation within 2 years the product design or materials used appear to be defective.

Business

Response:

Our company did become aware of this situation on Nov 19 2014..There is a trail of e-mails and I see a few months lapsed for claim packet information. We are willing and have been willing to repair or replace the foundation under the warranty guidelines. It's usually the stores responsibility to process these claims. However in this case the store unfortunately is out of business. The company works with all of our customers to make sure their issues are resolved according to our policy. We are flexible and look forward to resolving each claim or question when they arise. Transportation is the consumer responsibility although we may be able to get a foundation to a store nearby Mr.. [redacted]'s home. We do have an outsourced delivery service which can accommodate Mr. [redacted]'s request for residential delivery service with a charge attached. These options are always offered to our consumers when stores go out of business. The warranty cards are delivered with all mattress' that leave our factory and 90% of the time are read when a warranty registration is filed.

Consumer

Response:

I am rejecting this response because:I checked with other stores that sell the Eclispe Mattress and foundations and they do not charge their customers to pickup and replace defected mattress or foundations. I do not feel after spending nearly $1,000 for mattress and a defected foundation that has already been replaced twice we should have to pay a transportation cost to have the foundation replaced for a third time. This is a very bad business practice by the manufacture to keep costing their customers money by delivering defective products. As a consumer we have no control over the quality of the product we receive until we are given the opportunity to use the product. If the product is found to be defective the cost to replace should be the responsibility of the store and or manufacture who issued the warranty. And the cost to replace needs to include the transportation cost. In less than 2 years we have had to replace and make a request to replace 2 defective foundations manufactured by Eclispe. If the manufacture can arrange to have a new foundation delivered to a store local to our home why can't they arrange to have the foundation delivered to our house and the old foundation removed. Other than a full refund of our original cost or a refund of $300 to purchase a new non Eclispe foundation the only solution we would accept is the delivery of a new foundation to our hone and the removal of the old foundation at no cost to us.

Business

Response:

I worked with Mr. [redacted] and this warranty claim has been resolved. The Eclipse factory replaced the foundation in July of 2015 according to our records. We would like this complaint removed from our record with Revdex.com as the claim is resolved and the consumer is satisfied. I've copied Mr. [redacted] on this e-mail for record. Any questions call or write me and Thank You for your attention to this matter.

Review: We purchased a 1000 mattress only from a local furniture company in Hagerstown Md. The representative from Therapedic mattresses named [redacted] informed us of what wS expected I order for the warranty to be intact. We have followed everything that we were told to do and our mattress is sagging and causing back issues. We have followed all written and verbal instructions that we have been given by Stuart at the manufacturing company and now they are trying to say that it is just normal wear. We have 3-4 inch indentations up to 2 inches they say is normal. When buying a mattress this expensive I would not even except that depth. They are not will to honor their warranty and replace the mattress.Desired Settlement: I would like a full refund or full voucher to purchase a different new mattress. I would prefer a refund so that I do not have to deal with this company again.

Business

Response:

I attempted to contact [redacted] I left a message and explained our willingness to honor the warranty on their mattress. We will repair or replace the mattress depending upon what is determined to be a defect in workmanship or product failure.

Consumer

Response:

[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted]4, and after several correspondence with them we have come to an agreement. They are honoring their warranty and we are receiving a new mattress. The [redacted] was a pleasure to work with. Thank you

Regards,

Review: I have tried for 9 weeks to resolve a warranty for a boxspring (full XL) purchased through this company. [redacted] and [redacted] the owner have given me the run around. I have sent them every document that they have asked me to send with no resolve. I have even asked if they are not going to make another one as a replacement then to just send me a check for $315.00 which is half of what I paid for the set.Desired Settlement: I wanted a replacement boxspring but now I just want compensation because I don't trust them.

Business

Response:

The new box spring for [redacted] was shipped to [redacted] VA. on January 8th 2016. The full XL foundation should have been picked up by the consumer. Based on the circumstances we decided to replace the foundation although product failure wasn't diagnosed by our QC Dept. The warranty guidelines do not include any kind of refund because we didn't sell the set to the consumer. I'm very honored to be in service to all of our consumers across the country. We have closed this case here because the foundation was shipped as agreed. Please advise with confirmation of our resolution to [redacted] claim.

Review: May 11, 2011 I purchased a mattress from [redacted] in [redacted]. Fascination Eclipse mattress. The mattress started to fall apart May 28, 2013 when I first email the company to start a warranty claim. It started to have issues 6 months after we bought it. Indentions and large hump in the middle. I was told to rotate it. I rotate it once a week now and it is in such poor condition that it is ready to be thrown out. This mattress was over $800 and from day one terrible. May 28, 2013 [redacted] contacted me: PLEASE SEND ME PICTURES INCLUDING THE MATTRESS UNDRESSED AND THE WOOD CENTER SUPPORT.. YOU CAN BRING MATTRESS IN FOR REPAIR AS LONG AS THERE ARE NO STAINS. WE CAN ARRANGE TRANSPORTATION AS WELL AND A LOANER. NEED TO SEE PICTURES OF DEFECTIVE MATTRESS AND FRAME UNDERNEATH MATTRESS AND FOUNDATION. I sent pictures in June of 2013. They want to have me use a "loaner" mattress. I have an issue with this due to health concerns. I was told that is how they do it and basically that is that. The mattress is in such bad shape that my husband and I are now having back issues. The mattress is less than 3 years old - the company should stand behind their products.Desired Settlement: I would like this resolved with either a new mattress or my money returned so I can purchase a new mattress. At no other additional cost to me.

Business

Response:

We offered a soutiion in accordance with our warranty guidelines. The provisions where addressed and [redacted] is more than welcome to provide us with pictures of the complaint, photo of law tag and proof of purchase. We can review upon receiving the required documents and make a determination. Thank You