Kingsdown, Inc. USA

Initial Business Response /* (1000, 5, 2015/11/04) */
Mr*** purchased his bedding in The model he purchased is a "2-Sided" design that is made for "flip and rotate" The criteria per the warranty at that time for an excessive body impression or "sag" was 2" We will be happy to send a
copy of the warranty that was in print and applicable to the product lines at the time the bedding was designed, produced and purchased When the industry changed the design and technology in and went to "one sided" bedding the criteria for the excessive indentations or sagging changed to 1/2" due to the design and components used in the bedding The warranty on our website matches the "current" product line not the line produced in
Initial Consumer Rebuttal /* (3000, 8, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response but the problem isn't the inch and three quarters the problem is three inchesWhen your inspector did the measuring for depression he measured side to side the issue with that measurement is that it doesn't show the defect due to the same problem happening on the sides as the middleThe true measurement needs to be done from head to toeAnd when I did this it was a inch depressionThat can not be normalAnd it is very uncomfortable to useThis was a very high end mattress and I expect it to be replacedI am happy to send pictures or have the inspector come out again
Final Business Response /* (4000, 10, 2015/11/10) */
We don't have a problem having the bedding inspected for the 2nd time however the measured photograph to Mr***'s point is from the head to toe not side to sideWe are attaching a copy

Initial Business Response /* (1000, 6, 2015/11/04) */
It is stated clearly in the Care and Warranty that if a consumer has to deal with the factory direct, they are responsible for the transportation feeKingsdown is responsible for replacing the product free of charge but that does not include
transportationIf a consumer wishes to arrange for their own pickup they canThis is the fee for the in home delivery agent
If a copy of the warranty is needed please advise or visit or website at www.kingsdownbeds.com and download a copy
Thank you

Initial Business Response /* (1000, 6, 2016/01/15) */
We do apologize for the delayed response and to Ms***'s aggravation That is not our intention We are arranging with the retailer to exchange her set to another vendor it does not have to be Kingsdown We are sending our authorization
to *** today Friday 1/15/ She will just need to contact them to discuss the arrangements of her exchange
Initial Consumer Rebuttal /* (2000, 8, 2016/01/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The money returned to the retail store is now a credit for us to use I am happy with this result Thank you

Initial Business Response /* (1000, 5, 2015/10/15) */
We have obtained a copy of the inspection report that shows all there is to see about the mattressThe mattress does not have any structural issues per the warrantyMr*** even stated that the sag is not visible because it "springs"
backThat is what the bed is suppose to doThe warranty covers sagging as defined as an "unrecoverable" indentation that measures 1/2" or greater when there is no weight appliedTheir mattress shows a body impression of 1/8"The other issue they have which is more than likely the contributing factor to their issue is they have the mattress resting on a slat system only support systemThey do not have a "solid" surface under the mattress which is what our warranty calls forThis mattress has a wrapped coil spring unit that will not work on a slatted system onlyPer our warranty a solid surface is required either the foundation that goes with the mattress; a bunkie board or again a "solid" platform surfaceWe concur and agree that they do not have a warranty claim or a defective mattress
Initial Consumer Rebuttal /* (3000, 7, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We told the ***'s salesperson exactly what type of platform bed we had and she said this mattress would be fineIn addition, our platform bed has slats that are so close together they do provide a "solid" surfaceIf the type of platform bed was a problem we should have been informed of the fact by the ***'s salesperson
Final Business Response /* (4000, 9, 2015/10/22) */
Our Care information is very informative and describes exactly what our mattresses require for supportWith all due respect the manufacturer should not be held responsible for a conversation held outside of the manufacturing arena

I am rejecting this response because: This still does not resolve the issue at handTh warranty was not clearly described and is deceitful to the customerAnother business tactic to obtain a profit from the customerIt seems as if the any situation which can wear the mattress will void the warranty according to the Kingsdown guidelinesIn fact what is actually done with a mattress that does meet warranty guidelines? Is it resold? My guess is the mattress is probably destroyed either wayThe minor stains on mattress are not sufficient enough to cause the sagging in the areas affectedIn fact the stains are not present in some areas where the mattress is saggingMore proof can be found on the internet where there are countless kingsdown mattress customers complaining of sagging and don't have any type of stain on their mattress which (according to kingsdown) is the cause of deteriorationKingsdown mattresses are no longer sold in sleepy stores anymore is point to be made here, why is that? If a lifetime warranty is stated on a product then it should be honored, as a customer this has caused me nothing but aggravation and has led me to most likely never purchasing nor recommending this company in the future.

Initial Business Response /* (1000, 6, 2015/09/03) */
Both of the twin long mattresses were inspected by a third party professional inspection service and based on the information provided to our engineering team the mattress did not meet the criteria per our warranty that would qualify the
mattresses as "defective" They have body impressions which per our Care and Warranty booklet we explain that this is an expectation The mattresses are also on adjustable bed bases which can contribute to the degree of body impressions Both mattresses had impressions less than 1/2" which shows recovery The sides were firm and continuous There was not anything structurally wrong therefore the claim was denied
Initial Consumer Rebuttal /* (3000, 8, 2015/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Kingsdown's method for determining
mattress "failure" does not take into consideration human weight on the mattress Their inspection consists of placing cardboard into the impressions with a string drawn across the mattress and taking a photoThe cardboard carries no weight and therefore, remains on the top of the mattressConversely, when a person lies on the mattress, it depresses severely and FAILS to support ANY part of the bodyIf a mattress no longer offers support and causes back and neck problems/pain, it NEEDS to be replaced
The bed was purchased initially for our vacation home and used only weeks every yearWe loved it so much initially we brought it home and got rid of our standard mattress, a terrible mistakeSleeping on the couch and in our guest bedroom now is a ridiculous solution for a bed that cost thousands of dollars!
Our Kingsdown beds came with a lifetime warranty, one of the major selling points for our purchaseHowever, it is very clear they do not, nor did they ever, intend to honor that warranty - based on the numerous Revdex.com complaints and their standard denial response letter stating they do not warrant comfort and the beds are not defectiveThe old adage "you get what you pay for" is clearly not the case with Kingsdown; they are incredibly expensive, the beds are not comfortable, and the company doesn't stand behind their product
The company's response is not satisfactory; the mattress IS defective as it has broken down
I would like to quote Merriam-Webster dictionary definition of defective: "a : imperfect in form or function : faulty b : falling below the norm in structure or in mental or physical function."
This is exactly the caseThese are NOT body impressions, rather, deep indentations we cannot rectifyThe sides of both mattresses bulge out past the box springsWe have followed all recommendations in the care of these mattresses, yet they still sag excessively We are saddened that Kingsdown takes so little stock in customer satisfaction
Final Business Response /* (4000, 10, 2015/09/09) */
Hi ***:
Everything that I have responded to is for a *** & *** *** at the same address listed below The original proof of purchase was to *** *** who lived in FtMyers, FL and purchased through *** *** They must be a couple that she has kept her last name and his is *** I am attaching our Warranty that they have and can clearly read that is by the way INDUSTRY STANDARD It clearly stipulates that "sagging" is defined as 1/2" or greater unrecoverable indentation when no weight is resting on the bed " I am attaching a copy for you
The bed is conforming to the body the way it is designed to do
If the mattress is recovering it is doing what it was designed to Now they have a copy of the inspection report along with the photos that was sent to them when we denied the claim They have the second most plush mattress we make that is over years old The bed is conforming to the body the way it is designed to do
The mattress DOES NOT meet the criteria established in the Product Warranty If I need to resend to you the inspection results I will be happy to
Regards,
Cindy M***

As we communicated a few times to Mr*** we have heard his concerns and we tried to reassure him that the last thing we wanted to do is deny someone the opportunity for a replacement when the guidelines of the warranty have been met. His claim was carefully reviewed and as you can see by
the attached inspection report his mattress is severe and cannot be dismissed. We are sharing with the Revdex.com as we did with Mr*** what a penetrating stain will do to a mattress and why we void the product warranty when a mattress is stained. He states that his protector failed to do what it stated it would do and we did advise him that his claim is with the product that failed and damaged his mattress. Our warranty is an industry standard warranty to which most mattress manufacturers will void the product warranty due to stains. It is not a "catch all" and never has been. The fact that they had a "protector" on their mattress was for a reason - to protect the mattress from stains - to which it did not and that is not Kingsdown's fault nor should we be held accountable for another product's failure. His claim is denied due to the damaged caused. Please see the attached report

Initial Business Response /* (1000, 7, 2016/06/03) */
In Mr *** was sent our kit with a disposable camera to record and report the issues he was experiencing with his Classical mattress purchased through *** Although the camera has available exposures, the photo processing
company reported that only were available to print We paid for the photos and unknowingly thought this was all that Mr*** took - how would we know any different? We do not manipulate information provided to us Regarding the claim in our engineers denied based on the criteria and guidelines set forth in the warranty that applied at the time of purchase - if the mattress was recovering within 1.5" it was doing what it was designed to doBased on the photographs available that is what they determined The standard is when there is no weight applied because any high end bedding is going to conform to any body type laying on itThis decision was communicated to Mr*** in June of Six years later Mr*** contacts Kingsdown again complaining of his mattress sagging We then sent out a third party inspection company at this time to collect and report their findings and although his mattress does have body impressions it was found to be as the inspector reported "stains on the top right side big in size and cream in color"...Kingsdown communicated per the guidelines of our warranty and also following industry standards that any type of staining most especially a penetrating stain with void the product warranty We went into great detail as to what a penetrating stain will do and why the warranty is voided The warranty is very clear in that whether the stain is from accident or not it damages the mattress and the manufacturer can not be held responsible for the damage that the staining can do
Mr*** contacted us to discuss this and our representatives explained in detail and at length that his warranty was voided due to the stains We are attaching a copy of the inspection report along with the photographs
Initial Consumer Rebuttal /* (3000, 10, 2016/06/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well there you are, only of the pictures taken were printable Conveniently , no picture of the sagging or broken pieces Why didn't the company inform me of this? Why didn't they send me another camera, to make sure there customer was taken care of? Its obvious to me and Im sure others reading this whats going on here The company where I bought the mattress which was *** now *** ( the largest mattress company) informed me they no longer carry Kings Down or any mattress name made by them due to not standing behind there product DO NOT buy this product! Zero customer serviceThe warranty is a jokesince I am retired with plenty of time on my hands I will be seeking legal counsel reference to back injuries and loss of work Someone needs to make a stand
Final Business Response /* (4000, 12, 2016/06/16) */
Mr***'s mattress is heavily stained His product warranty is voided

I am rejecting this response because: This still does not resolve the issue at handTh warranty was not clearly described and is deceitful to the customerAnother business tactic to obtain a profit from the customerIt seems as if the any situation which can wear the mattress will void the warranty according to the Kingsdown guidelinesIn fact what is actually done with a mattress that does meet warranty guidelines? Is it resold? My guess is the mattress is probably destroyed either wayThe minor stains on mattress are not sufficient enough to cause the sagging in the areas affectedIn fact the stains are not present in some areas where the mattress is saggingMore proof can be found on the internet where there are countless kingsdown mattress customers complaining of sagging and don't have any type of stain on their mattress which (according to kingsdown) is the cause of deteriorationKingsdown mattresses are no longer sold in sleepy stores anymore is point to be made here, why is that? If a lifetime warranty is stated on a product then it should be honored, as a customer this has caused me nothing but aggravation and has led me to most likely never purchasing nor recommending this company in the future

We have had communication with *** and are in hopes that we were able to meet her expectations with her replacement.

As a mattress manufacturer like all others in the industry we have a Care and Warranty package. The warranty stipulates guidelines and what it does and does not apply to. When someone files a "claim" against the warranty we are hoping that they are aware of what is covered under the
Warranty. We also inform our consumers that with our mattress comes the expectation of body conformity. Our Warranty defines body conformity to a true "sag" or defect. Mr*** paid the retail value that was set at the retailer, we selling to the retailer do not set their retail pricing, we do not even offer MSRP. He paid $for the Kingsdown product. Per the in home inspection that he alludes as "goofy" was designed by third party service companies to be used first and foremost in areas where there is not a "third party" to inspect the bedding. We do have several requests for the kit simply because it is simple to use and can be done in the privacy of the home without an inspector. Mr*** states that we did not acknowledge the warranty but that is exactly what we did. He performed the in home kit and the information sent and reviewed by our engineers showed that he has body impressions. The bed with measurements appears to be performing the way it is designed therefore the claim to the warranty was denied due to the facts presented. We have attached a copy of the warranty along with the information he provided to us as reviewed. We are an honorable company and if we did not honor any part of our warranty we would greatly appreciate knowing which part

Initial Business Response /* (1000, 5, 2015/11/17) */
This complaint should not be issued towards KingsdownWe were a vendor selling to *** *** (now owned and operated by *** *** They ordered the product from us and we delivered to them what they ordered We did not sell the bed to
Mr*** he purchased this bed through the retailer *** *** On his receipt it states clearly Park Avenue FM/PL which stands for a dual feel mattress The "FM = Firm" and the "PL = Plush" When the mattressMattress itself actually has tags on each side to identify which side is FIRM and which side is PLUSH We as the manufacturer can not be held responsible for a either a "purchase" mistake or a "delivery" mistake This would be an issue that would need to be addressed by the retailer - not the manufacturer The manufacturer is responsible for the bed and how it is designed and performing and based on the inspection report and photographs, there is nothing structurally wrong with the set His complaint should be with the retailer not the manufacturer
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with the corporate office and I was told that kigsdown would work with ne on it, after I told them I was a disabled veteran and I bought this for my back injuryThey said that they "had to send out an inspector to look at the beds condition'They send a incompetent company that canceled multiple times, before finally getting to my house for inspectionThen the warrantee department sent me out a cookie cutter letter saying there is nothing wrong with the bedFurther moreConsumers don't understand letter codesI was assured that because matress firm was out of business I would get support from them
Final Business Response /* (4000, 9, 2015/11/19) */
Again, Kingsdown has not done anything wrong We produced what *** *** (now *** *** ordered from us We have no control over what is sold and delivered When Mr*** communicated with our Warranty Support Team he alluded to the fact that something structurally was wrong with the bed At that time we took it upon ourselves to arrange for a third party inspection company at our expense We are sorry to hear that he felt the inspection company was incompetent however they have been in business doing this throughout the industry for over years We sent them to examine the bed for structural issues and per our letter which is just stipulating the facts to Mr*** that there was nothing structurally wrong with his bed It was performing the way it was made Again, his issue should be with the retailer who assisted him The manufacturer did nothing wrong and should not be held responsible for others mistakes

Initial Business Response /* (1000, 16, 2016/09/26) */
MR*** FIRST OF ALL DAMAGED HIS ORIGINAL MATTRESS BY REMOVING THE COVER THAT PER OUR WARRANTY AND INSTRUCTIONS HE WAS NOT SUPPOSED TO DOWE COULD HAVE DENIED HIS CLAIM DUE TO THIS FACT HOWEVER WE DID NOT WE SAW HE HAD AN ISSUE AND WE
HONORED OUR WARRANTY THE BLUETEK COLLECTION/MODEL THAT HE HAD WAS AND HAS BEEN DISCONTINUED PER OUR ENGINEERING TEAM AFTER RESEARCHING THE SPECIFICATIONS, AVAILABLE COMPONENTS FOUND THAT THE "CLOSEST MOST COMPARABLE" MODEL TO REPLACE THE MODEL HE HAD IS THE "BREEZEFLOW" OUT OF OUR LATEST ALL FOAM COLLECTIONONE WOULD THINK THE PEOPLE WHO DESIGN AND CREATE THE MATTRESSES WOULD KNOW WHAT MODEL WOULD REPLACE ANOTHERTHAT IS WHAT OUR ENGINEERS ARE CHARGED WITH THEY HAVE STATISTICS, STANDARDS ETC THAT THEY USE TO ASSIGN A REPLACE MODELTHIS MODEL IS CONSIDERED TO ACTUALLY BE AN UPGRADE TO WHAT HE ORIGINALLY PURCHASED WE HAVE HONORED AND FULFILLED OUR WARRANTY AND PROMISES KINGSDOWN AS A MANUFACTURER DOES NOT OFFER MONETARY REFUNDSWE ARE A MANUFACTURING COMPANY THAT SELLS TO THE RETAIL INDUSTRYHE IS CORRECT WE ARE NO LONGER RETAIL PARTNERS WITH HIS RETAILER BUT NOT FOR THE REASONS HE STATEDAT THE TIME WE DISCONTINUED BUSINESS IT WAS BASED ON LOGISTICS NOT PRODUCT
Initial Consumer Rebuttal /* (3000, 19, 2016/09/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The replacement mattresses are NOT AT ALL similar in comfort level to what we purchased Our local retailer came out to our home and verified that the mattresses are not anywhere comparable in comfort Our original purchase was a soft/medium soft mattress the replacement mattresses are VERY FIRM The new mattresses are not usable as it gave me a sore back after only four hours of sleep The replacement mattresses are NOT viewed as an upgrade by the end user
Kingsdown employs mattress inspectors to examine mattress problems I would like to have one of your mattress inspectors come to our home and either verify or deny our claim that the mattresses are NOT AT ALL comparable in comfort Another set of ewys will be most helpful in resolving this dispute Maybe your engineers are looking at incorrect data There is nothing quite like experiencing first hand how your product is Come and see our problem After your mattress representative sees our problem, they will agree with our position that the replacement mattresses are NOT AT ALL comparable in terms of comfort
The replacement mattresses are totally unusable I urge you to make things right for your customer It is within your power to make things right It makes good business sense to make things right
Final Business Response /* (4000, 21, 2016/09/30) */
Kingsdown has sent Mr*** an email offering him a vendor exchange for his mattresses through the retailer he originally purchased from The retailer is in agreement to assist We are currently waiting on Mr*** to respond If he agrees we will begin this process on Monday 10/
Final Consumer Response /* (2000, 23, 2016/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We will be pleased to accept Kingsdown offer for a "vendor exchange" mattress from the local retailer where we purchased our Kingsdown Mattresses The local retailer has a model that we have tried out and is acceptable to us This mattress is a foam based matress and feels very similar to our original Kingsdown purchase It is our expectation that this mattress will be delivered by the local retailer and that we will bear no cost of any sort in this transaction It is our expectation that Kingsdown will pay the local retailer in full for this transaction
Thank you for working to resolve our case

Initial Business Response /* (1000, 5, 2015/12/21) */
We are sending you a copy of the inspection report as his facts are reported to us The inspection company is a 3rd party company that provides this service to the mattress industry overall The purpose for the 3rd party is to gather and
report the facts - the individual technician has absolutely no authority at all over the performance of the mattressOur engineers do that based on the facts submitted First fact - the mattress is stained which was one of the first observations sharedWe along with other mattress manufacturers state in our warranty that if the mattress is stained due to any type of fluid - body fluid included regardless of how it will void the product warranty The following is why we state that stains void the product warranty
The stain is a result of any type of liquid that the mattress is exposed to - including but not limited to body fluid (sweat), water, juice, urine (human or animal), etc This stain is visible and obvious that it has "gone into the mattress" - you can see it
What a penetrating stain will do to a mattress:
Spring unit - the spring units used are made of metal and even though they may be a "wrapped" coil unit when exposed to dampness or wet, the spring unit can rust and become damaged resulting in a degradation of the mattress interior and the performance The mattress will begin to "break down"
Foams - When foam most especially memory foam is exposed to dampness it will begin to degrade and in conjunction with use every night - compressing and responding will cause fatigue which again will cause a degradation causing the mattress to "break down" Heat, pressure and moisture (caused by whatever liquid penetrated) = deterioration inside the mattress
When moisture from a penetrating stain is trapped inside of a mattress, there is the obvious opportunity for mold, mildew and fungus to grow and it will
Professional Dry Cleaning will not take care of the interior damage caused by a penetrating stain nor will it address one of the most important issues that a stain can cause which is sanitation Mold, mildew and fungus are part of the story...but human "emissions" also create some potentially bad breeding grounds for bacteria Removing the stain at the surface does nothing to address these potential issues, This is the reason we state that stains "VOID" the product warranty
Professional Dry Cleaning will not do anything to maintain a product warranty When someone asks "well what if I get my mattress cleaned" we simply say it may clean the surface but it will not clean the interior The mattress has been exposed to the liquid and the damage is done and the degradation begun therefore the warranty has been voided
Second fact is that is support system is inadequate to support the weight of the mattress, box spring and adult bodies Again as we explain in our literature rigid supports are required with center leg(s) resting firmly on the floor It was reported that his slats were thin and there was no center support When Mr*** contacted us to discuss his denial he was extremely rude, foul with his language, threatening and displayed overall poor form when speaking with our representativeThere is never an excuse for bad behavior His claim is denied not because he was rude but because his bed is damaged to due lack of rigid supports and center supports and proper care i.estains He was very cavalier in stating that everyone has stains and that was and we were only hiding behind that We follow the industry and most manufacturers do not warranty product damaged due to fluid
Initial Consumer Rebuttal /* (3000, 8, 2015/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The poor form shown by me was only in repsonse to the poor form show by the representative spoken to at the manufacuture They will hide behind the warranty instead of doing what is right for the customer Regardless if the representative sent to my house was a 3rd party or not he represented Kingsdown while here This ticket was in the works for some time as they could not get anyone to my house This responce and the response from the manfucuature still does not address these concerns I moved from the point when we placed the ticket to the piont when someone came to the residence The representative said that all things considered there "Would be no problem" getting a repalcement as this one had sag in itIt was told the representative that the frame and slats that the mattress had been on since it's purchase was not on the bed as the movers had swapped out the two frames The stains are barly addressed in the orginal letter from the company but they are tyring to find a reason why they will not cover this warranty repairAfter talking witht he point of sales, *** Newport News Virginia, they have also claimed this is why they no longer carry this brand of mattresses They had too many people complain about the sag and that the manufacuature wouldn't stand behind their product
Bottom line, this company wants to do nothing for their customers and they do not stand behind anything they put out on the martket They were rude while on the phone with me, the customer and didn't want to listen to anything of why they may of been mistaken They have a canned response to the issues to ensure they they will never come out of pocket for faulty and shoddy workmanship
They hired the 3rd party company, I did not They need to stand behind what that person stated as well
Bottom line, this is extremly unsatisfactory
Final Business Response /* (4000, 10, 2016/01/06) */
Kingsdown does not hide behind our warranty we support it As the warranty clearly states any type of stain VOIDS the product warranty This is an industry standard Staining as we previously stated will damage a mattress not to mention the other issues that it causesWe are sorry that Mr*** damaged his mattress and voided his product warranty

I am rejecting this response because:
Kingsdown does correctly state that the warranty is a "legal document"This is an important admission because, under the warranty, does have legally enforceable obligationsHowever, Kingsdown unilaterally declaring that a warranty is void does not make it soReferring the claim to a retailer who appears to have no obligation nor intent to fully honor a warranty is insufficient to comply with Kingsdown's warranty obligations

We are so sorry she is having difficulty reaching us. Our team is available Tuesday - Friday between 10:am and 2:pm EST. We have a record of speaking with her back in and she asked for one of our in home self inspection kits which we sent but never received back. We and
only assist if there is a response. We do not have any companies that service the area she lives in and we don't send anyone that works for "Kingsdown" directly considering if we don't fine that there is anything wrong with her set that we are biased. We will be happy to send out another kit for her to perform her inspection but that is the only opportunity we have for our engineers to see the issues she is having. We will send this kit out today 1-10-

Initial Business Response /* (1000, 5, 2015/05/11) */
THIS CLAIM WAS FILED WITH THE RETAILER *** DIRECTLY NOT WITH KINGSDOWNWE WILL BE HAPPY TO CONTACT *** TO GARNER THE INSPECTION RESULTS OF THE ***'S INSPECTIONHOWEVER, IF THEY HAVE A COPY OF THEIR WARRANTY THEY WILL SEE
THAT A "SAG" IS DIFFERENT FROM A BODY IMPRESSIONIF THERE IS A SAG OR DEFECT IN THE MATTRESS IT IS VISIBLE, MEASUREABLE AND CAN BE SEENIT IS AN UNRECOVERABLE INDENTATION WITH NO WEIGHT APPLIED THAT EXCEEDS 1/2"THIS IS AN INDUSTRY STANDARD WHEN DETERMINING IF A MATTRESS HAS A "TRUE ISSUE" OR JUST STANDARD BODY CONFORMITY
Initial Consumer Rebuttal /* (3000, 8, 2015/05/12) */
From: *** ***
Sent: Tuesday, May 12, 2:PM
To: Revdex.com
Subject: Re: Revdex.com Complaint Case# *** (Ref#XX-XXXXXXX-XXXXXXXX-X-XXXX)
This is an unsatisfactory responseI was told by a sales person the mattress can be replaced under warranty of there is a significant indentation in the mattress as long as I was using the *** recommended frame that it shouldn't be having this issueI am unable to lift the need to photograph the frame and the "warrant kit" which is made up of a piece of string with a washer on either end does not show the indentation I also cannot locate the manufacturers tag
judging their response they clearly didn't read my complaint which stated everything I've just mentioned againI appreciate your time assisting with this matter
Final Business Response /* (4000, 17, 2015/06/16) */
From: *** ***
Sent: Tuesday, June 16, 10:AM
To: *** ***
Subject: RE: Case # XXXXXXXX: Mr *** ***
Greetings ***:
It was not my intention to delay this response however whenever I reach out to the retailer for the inspection information they could not nor seem to be able to find any records for this personIf he filed the claim and they sent him a kit and he did not complete it or send in the results then there would not be any information for them to look atI see that there is a reference to a confidential name change but was unaware that it was sent to meI will communicate this to *** to see what I can obtainRight now I am left with nothing to look at or to go by*** has nothing to go by -they can't locate him in their system at allDid he complete the kit? Did *** deny his claim? No one can just replace it sight unseenPlease adviseI have the complaint on the my desk waiting on any information I can gatherKingsdown as a manufacturer does not offer monetary refunds simply because the consumer does not "give us" their money
I will be happy to arrange for a 3rd party inspection company by the name of U.S.Quality to inspect his set for him but I need a proof of purchase BEFORE I can do thatI will provide *** with his previous name and see if they can provide it unless he canI am sympathetic to the fact that he is disabled but I need his help for us to help himCan you assist with obtaining either his receipt showing his purchase years ago?
I can move forward as soon as I get it
My Regards,
*** ***
Vice President of Support Services
Kingsdown, Inc
kingsdown.com
Final Consumer Response /* (4200, 19, 2015/06/22) */
From: *** *** (mailto:***@gmail.com)
Sent: Friday, June 19, 8:PM
To: *** ***
Subject: Re: Case # XXXXXXXX: Kingsdown, Inc
hi thank you for the follow upAfter three months of dealing with this mess and night after night of horrible after horrible sleeping conditions I gave upI reached out asking them how much longer would it be before they would send an inspector out, and from that point how much longer until the matter was reviewed and resolvedI recieved no reply, fed up, over tired, with an aching back, I threw that awful mattress into the trashI realized they had no intention to honor my warranty, but instead to run me around , probably with some hope, I'd give upwell I did, and I will never purchase a mattress from that company againBelieve me when I say all of my friends and family know to stay away from Kings DownI should've read their reviews on your website first, nearly every complaint says the same thing about a sagging mattressThank you for your time with this matter but I have moved on and I'm sleeping amazingly on my new mattressno thanks to KingsDown
From: *** *** (mailto:***@gmail.com)
Sent: Friday, June 19, XXXX X:XX PM
To: *** ***
Subject: Re: Case # XXXXXXXX: Kingsdown, Inc
I saw their reply and I don't careThey were so sympathetic and concerned that it took them additional days to respond on Revdex.com website with "sorry for the delay" sorry won't get me a new mattress, or make up for all of the sleep I lost, help with my body aches from a defected sleeping surface ,or reimburse me for having to purchase another mattressI was only years in to my "year warranty" and I would've been completely satisfied with a mattress replacement and not "monetary value"All I wanted was my warranty honored, but I was ignored until I had to pay for a new mattress myself
From: *** *** (mailto:***@gmail.com)
Sent: Friday, June 19, XXXX X:XX PM
To: *** ***
Subject: Out of Office Reply Re: Case # XXXXXXXX: Kingsdown, Inc
And lastly my complaint reference number has been posted in my initial complaint the entire timethe number I got FROM *** regarding my warranty informationThey were able to look me up and find the date of purchase
That number in my initial complaint is my case number

Initial Business Response /* (1000, 5, 2016/08/03) */
KINGSDOWN CANADA AND KINGSDOWN USA ARE TWO COMPLETE SEPARATE ENTITIESTHEY ARE NOT ONE AND THE SAMETHIS COMPLAINT NEEDS TO BE FILED WITH KINGSDOWN CANADA NOT KINGSDOWN USATHIS IS NOT OUR PRODUCT LINE NOR OUR RETAIL PARTNERTHANK YOU
KINGSDOWN USA

As reported to Kingsdown and shared with Ms*** there is a stain over a foot in diameter at the head of her mattress. The inspection company has no reason to "lie" to a manufacturer their job is just to report the facts as they find them to be. She refers to the stain as a "small"
but one that measures 12" in diameter is not small. As we always do the information was shared with her what the inspection company reported to Kingsdown. We explained to her what a stain does to a mattress - it penetrates and it travels. It is like pouring water on a cotton ball - a penetrating stains causes padding deterioration. All of our Care and Warranty instructions state that a stain will void the warranty - it is not something that we "just created" We are not trying to unfair or mistreating someone it is just a guideline of the warranty. She states she has had a cover on her mattress and that is what a cover is for - to protect against stains. If the cover failed she should be filing the claim with the protector company that she purchased. As a manufacturer if the product used to protect the mattress fails and damages the mattress it is not the mattress's fault nor the manufacturer of the mattress.

Initial Business Response /* (1000, 9, 2016/09/08) */
PER THE *** SERVICE DEPARTMENT AND TO THE GUIDELINES OF THE MANUFACTURER'S WARRANTY THEY FOUND THAT HER MATTRESS DID NOT HAVE AN UNRECOVERABLE INDENTATION MEASURING GREATER THAN 1/2" AND THE TECHNICIAN COULD NOT RECREATE THE NOISE SHE
COMPLAINED ABOUT THEREFORE THEY DENIED HER CLAIM KINGSDOWN DOES HONOR OUR WARRANTY BUT AS IT STATES IF THERE IS A MEASUREABLE INDENTATION THAT IS LESS THAN 1/2" THE MATTRESS IS RECOVERING PER IT'S DESIGN AND IS CONSIDERED TO BE A BODY IMPRESSIONMSWEARY SHOULD HAVE A COPY OF THE WARRANTY AND WHAT IT DOES AND DOES NOT APPLY TO - IT IS ATTACHED TO EVERY MATTRESS IF SHE HAS A COMFORT ISSUE THAT WOULD NOT BE CONSIDERED A DEFECT AND THE STRUCTURAL WARRANTY DOES NOT APPLY TO COMFORT KINGSDOWN WILL BE MORE THAN HAPPY TO SEND A THIRD PARTY INSPECTION COMPANY BY THE NAME OF *** TO PERFORM AN INDEPENDENT INSPECTION IF THIS IS AGREEABLE PLEASE LET US KNOW AND WE WILL REQUEST A SERVICE VISIT FROM THEM
Initial Consumer Rebuttal /* (3000, 11, 2016/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The claim submitted was not because of a comfort issue but because of the sag and the popping of springs in bedNo, the noise was not created when the technician came out, nonetheless that does not disprove the fact the noise does not happenThe technician just leaned on the bed, which is not measurable or comparable to two people on the bed at once and with different weights The theory of Kings Down taking full responsibility for defectively made merchandise and having customer social responsibility of ensuring that Kings Down meets customer satisfaction and quality is essential of maintaining loyal customers Furthermore, as stated before how can Kings Down measure the "body impression"? Yes, I have a copy of the warranty and I am fully aware of the warranty, which I feel Kings Down failed me as a consumer and misleadKings Down DOES NOT FULLY STAND BY THEIR WARRANTY AND WILL FIND ANY ARBITRARY REASON TO NOT HONORA consumer does not go through these motions unless there is a serious issue It should not be this problematic and challenging to have a warranty honored! It is shameful that a company that profits in millions challenge loyal customers to this degreeOnce again, I am not asking for a refund I am asking for Kingsdown to honor an equal replacement for this defective mattress
Final Business Response /* (4000, 38, 2016/11/09) */
Ms***'s inspection has proven to have issues that would qualify her bedding for replacement The Retailer was contacted and the request was made for them to contact her directly to discuss and arrange her exchange We were informed that it would be and has been taken care of
Final Consumer Response /* (2000, 40, 2016/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted by *** yesterday to come in to sign off on paper work for the replacement mattress