Kingsdown, Inc. USA

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 orderedWe 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 mattressThe "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 PLUSHWe as the manufacturer can not be held responsible for a either a "purchase" mistake or a "delivery" mistakeThis would be an issue that would need to be addressed by the retailer - not the manufacturerThe 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 setHis 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 wrongWe produced what *** *** (now *** *** ordered from usWe have no control over what is sold and deliveredWhen Mr*** communicated with our Warranty Support Team he alluded to the fact that something structurally was wrong with the bedAt that time we took it upon ourselves to arrange for a third party inspection company at our expenseWe 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 yearsWe 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 bedIt was performing the way it was madeAgain, his issue should be with the retailer who assisted himThe manufacturer did nothing wrong and should not be held responsible for others mistakes

Initial Business Response /* (1000, 5, 2016/07/12) */
IN JANUARY OF THE MATTRESS INDUSTRY MOVED TO DESIGNING AND MANUFACTURING ONE-SIDED MATTRESSES THE INDUSTRY FELT PER THE CONSUMER MARKET AND THE AMOUNT OF NEGATIVE COMMENTS ABOUT THEM BEING TOO BIG AND TOO HEAVY TO FLIP AND ROTATE THEY
CHANGED KINGSDOWN FOLLOWED SUIT AND WE MADE THE TRANSITION ALONG WITH THE INDUSTRY IN JANUARY OF PLANTS WERE RE-ENGINEERED AND PRODUCT LINES WERE ALL CHANGED DISCONTINUING THE TWO SIDED MATTRESSES AND REPLACING THEM WITH THE ONE-SIDED MR*** FILED A CLAIM WITH HIS RETAILER FOR THE FAILURE OF HIS ORIGINAL PURCHASE HE COULD NOT PROVIDE ORIGINAL RECEIPT HOWEVER WE DID LOCATE WHERE THE RETAILER ORDERED HIS REPLACEMENT MATTRESS IN JUNE OF PER OUR WARRANTY IT CLEARLY STATES THAT KINGSDOWN RESERVES THE RIGHT TO USE THE CLOSEST COMPARABLE MATERIALS OR MODELS WHICH WE DID AT THE TIME OF HIS REPLACEMENT THE CLOSEST MOST COMPARABLE TO WHAT HE HAD WAS THE ONE SIDED BODY SYSTEM WHICH WE PRODUCED AND DELIVERED TO HIS RETAILER IN JUNE, 2005.IN JANUARY OF WE INTRODUCED A SMALL COLLECTION OF BEDS BRINGING BACK THE TWO SIDED MODELS - YEARS AFTER HIS REPLACEMENT AND THEY WERE NOT AVAILABLE IN WE DID NOT REPLACE HIM WITH AN INFERIOR PRODUCT IN JUNE OF MR*** FILED A CLAIM STATING HIS REPLACEMENT ONE SIDED MATTRESS WAS "SAGGING" HIS CLAIM WAS DENIED BY OUR ENGINEERING TEAM DUE TO THE FACT IT WAS FOUND TO HAVE BODY IMPRESSIONS AND WAS NOT SAGGING HIS COMPLAINT WAS THAT HE COULD NOT FLIP THIS MATTRESS LIKE HE COULD THE TWO SIDED - HE CAN ROTATE IT BUT CAN'T FLIP IT HIS MATTRESS DOES NOT QUALIFY AS DEFECTIVE UNDER THE GUIDELINES OF HIS WARRANTY
Initial Consumer Rebuttal /* (3000, 7, 2016/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If the one sided mattresses are of equal quality as a sided product, then why did they re-introduce the sided product? the product I currently have is sagging either way it is rotated Kingstown stated the warranty is denied due to the support, but it is on the box spring purchased from Kingstown I can provide the original receipt if necessaryWhen I originally purchased this mattress and box spring, the retailer said it had a "lifetime" warranty
Final Business Response /* (4000, 9, 2016/07/19) */
To address the points made we brought back selections in a sided model because we had a few retailers request it Kingsdown denied his claim simply because the mattress showed body impressions and the support - NOT THE BOX SPRING but the slats that he has the heavy mattress and box spring resting on is not deemed to be adequate and the suggestion was made to add center legs to the slats he currently has or add additional slats to increase his support His claim is denied due to the fact his mattress is not defective and does not qualify under the guidelines of our warranty for replacement
Final Consumer Response /* (4200, 11, 2016/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's obvious that Kingstown is not concerned with providing the overpriced value they charge their customers Consider this matter closed I will work to inform as many as possible via social media about the quality and business practices of Kingstown

We would like to provide a copy of our written warranty that has been in place over years if not more. Handles have never been covered under warrantyIt has always been the 2nd bullet under the section "This Warranty Does Not Apply To"

Initial Business Response /* (1000, 6, 2016/01/27) */
AS A MANUFACTURER, WE DO OPERATE WITHIN THE GUIDELINES OF OUR WARRANTY AND WE ARE HONORING ITWE ARE ATTACHING A COPY OF THE WARRANTY THAT WAS IN EFFECT WHEN THE MATTRESS WAS DESIGNED AND PURCHASEDDUE TO THE FACT THIS IS A 2-SIDED MATTRESS
IT CAN BE FLIPPED AND ROTATEDTHE CRITERIA IN THE WARRANTY STIPULATES A SAG IS DEFINED A 2" OR GREATER INDENTATION - THIS IS A RECOVERED INDENTATION NOT WHEN A BODY IS RESTING IN THE BEDTHE MATTRESS IS GOING TO CONFORM TO WHATEVER BODY TYPE IS ON THE MATTRESSTHE RESULTS FROM BOTH INSPECTIONS WHICH WERE PERFORMED BY A 3RD PARTY INDUSTRY WIDE INSPECTION COMPANY THAT HAS BEEN IN BUSINESS PERFORMING THIS SERVICE SINCE OR LONGERTHE TEST IS AN INDUSTRY WIDE STANDARD TO SEE HOW THE BEDDING "RECOVERS"ON BOTH INSPECTIONS MR*** HAS A BODY IMPRESSION OF 1.5" LESS THAN 2" PER HIS WARRANTY AND THEY HAVE NOT CHANGEDBODY CONFORMITY AS WE ADVISED IS STANDARD WITH ALL HIGH END BEDDINGWE WILL BE HAPPY TO SUPPLY PHOTOGRAPHS AS WELLWE ARE HONORING OUR WARRANTY AND THE GUIDELINES SET FORTHHE HAS A BED THAT IS YEARS OLD AND DOES SHOW WEAR AND TEAR FOR A MATTRESS THAT OLDTHE INDUSTRY AGAIN STATES THAT DUE TO THE FACT THAT OUR BODIES CHANGE EVERY 8-YEARS WE SHOULD CHANGE OUR SLEEP SYSTEM AS WELLWHEN OUR ENGINEERS REVIEWED THIS REPORT FROM ALL INFORMATION PROVIDED HIS MATTRESS IS NOT DEFECTIVE PER THE GUIDELINES OF THE WARRANTY
Initial Consumer Rebuttal /* (3000, 9, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Using the excuse that the mattress is years old is weakBecause Kingsdown warrantied it for Although it is an older unit it has been used infrequentlyI travel extensively for business and for the years from thru I lived abroad and no one used the bedSo, for the amount of use this item has received it is far more deteriorated than it should beAlso, as evidenced by the inspections there are no rips,tears or stains on the MattressIt's so clean infact, that the first inspector commented that he has never seen a used mattress so cleanPictures were taken of the support system as well, which is of a greater design than the manufacturer recommendsIt surprises and sadens me that Kingsdown will not honor their warranty and hides behind the excuse "Well it's years old." I will contact King's Down in days from the last inspection and will continue to do so until the warranty expiresIt seems my hands are tiedJust proof that Kingsdown does not practice what they preachOnce they take your money, they do not keep their promise of customer serviceThank 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 warranty Mr*** even stated that the sag is not visible because it "springs"
back That is what the bed is suppose to do The warranty covers sagging as defined as an "unrecoverable" indentation that measures 1/2" or greater when there is no weight applied Their 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 system They do not have a "solid" surface under the mattress which is what our warranty calls for This mattress has a wrapped coil spring unit that will not work on a slatted system only Per 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 fine In addition, our platform bed has slats that are so close together they do provide a "solid" surface If 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 support With all due respect the manufacturer should not be held responsible for a conversation held outside of the manufacturing arena

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, 6, 2016/01/15) */
We do apologize for the delayed response and to Ms***'s aggravationThat is not our intentionWe are arranging with the retailer to exchange her set to another vendor it does not have to be KingsdownWe 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 useI am happy with this resultThank you

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 expectationThe mattresses are also on adjustable bed bases which can contribute to the degree of body impressionsBoth mattresses had impressions less than 1/2" which shows recoveryThe sides were firm and continuousThere 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 mattressTheir 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 excessivelyWe 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 belowThe 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 STANDARDIt 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 toNow they have a copy of the inspection report along with the photos that was sent to them when we denied the claimThey have the second most plush mattress we make that is over years oldThe bed is conforming to the body the way it is designed to do
The mattress DOES NOT meet the criteria established in the Product WarrantyIf I need to resend to you the inspection results I will be happy to
Regards,
Cindy M***

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, 6, 2016/10/10) */
In addressing Ms***'s complaint, first the warranty to which she is filing a claim on is a "structural" warranty that applies to the actual components and build up of the mattressWe along with the other mattress manufacturers all comply to
the same industry standard for high end beddingWe are not hiding or creating something that "rips" people offAs we explained in our letter a degree of body impression is to be expected and this is supported by the Better Sleep CouncilHer bed is structurally sound based on the information provided to us by the 3rd party inspection results and all is in compliance to the warrantyKingsdown has been in business since and we are a very honorable company and do not "rip" people off as Ms*** keeps insisting that we doWe are submitting her inspection results as we shared them with her along with a copy of the warranty that was applicable when she exercised a comfort exchange to this mattress in September To the point she made regarding her Tempurpedic that is an all foam bed completely different make up than the Body System
Initial Consumer Rebuttal /* (3000, 15, 2016/11/22) */
To whom it may concern:
Unfortunately, I was not made aware of Kingsdown's response to my complaint until I contacted Revdex.com on November 2nd as a follow up to my claimI was informed that the complaint was closed since I had not responded to Kingsdown responseI had not responded because I never received a notice from Revdex.com via emailCurrently the complaint is in "closed" status but was reassured Revdex.com would reopen it once they receive my response
Needless to say I am very disappointed with Kingsdown's response to my complaint, although not surprisedMy concerns have merit and I intend to prove it with or without Kingsdown supportThey clearly are defending their position with no regard for the consumer's concerns which is truly BAD customer serviceBeing in business since does not qualify Kingsdown to be reputable and honest...it's all about good customer serviceSince August the "unrecoverable" sagging has gotten worse and it will continue to get worse, I am sure of itFor this reason I am requesting for another inspection by another 3rd party adjuster and if the numbers come back the same as before (which I doubt) I will then hire my own independent adjuster and obtain my own report because I am certain that the unrecoverable sagging on my mattress is more than 1/2"The longer they wait the worse the sagging will get to then have another excuse to not cover it under the warrantyThis has been a total nightmare and I don't believe the consumer should be subjected to such anguishHow can Kingsdown justify their argument with so many complaintsKingsdown should take ownership as it's the only decent thing to doTo argue they are "within guidelines supported by the Better Sleep Council shows they are not looking to address each complaint individually but rather are hiding behind the Better Sleep CouncilI've already reported much of what I had to say in my complaint but wish to state that while I am not a "expert" in these matters and I have NO idea what this mattress is made of (probably inferior materials) I will get down to the bottom of this because in all the years of owning various mattresses I have NEVER had any issues with any of themI am years old and have owned quite a few mattresses in my lifetime the last being a Stern & Foster which was practically new after years and had NO sagging whatsoeverI know for a fact that the Body System One Mattress is definitely not worth $Moving forward, if Kingsdown does not turn this around, I plan to report this to Channel News and take it publicI am hoping that by my taking this time out to write a complaint that it will help others when purchasing a new mattressI've learned a very expensive lesson but know I will be using Revdex.com more often whenever making a large purchase
***
Final Business Response /* (4000, 17, 2016/12/01) */
WE WILL BE HAPPY TO ARRANGE FOR ANOTHER INSPECTION AT OUR EXPENSE WITH A DIFFERENT INSPECTION COMPANYKINGSDOWN DOES NOT HAVE ANY ISSUES WITH REPLACING ANY PRODUCT IF IT IS DEFECTIVEHER MATTRESS IS NOT DEFECTIVESHE HAS A VERY VERY PLUSH/SOFT MATTRESS SURFACE AND IT SOUNDS AS IF SHE IS "SINKING" INTO THE MATTRESS WHICH MAY BE AN INDICATION THAT SHE IS ON THE WRONG SLEEP SURFACEAS A MANUFACTURER, WE DON'T DICTATE WHAT A CONSUMER BUYS THAT IS THEIR CHOICEHOWEVER WE DO STAND BEHIND OUR PRODUCT AND OUR WARRANTYWE ALSO DO NOT HAVE AN ISSUE WITH MS*** ARRANGING FOR HER OWN INSPECTION AS LONG AS IT IS WITH A CERTIFIED BONDED COMPANY THAT INSPECTS BEDDING
Final Consumer Response /* (2000, 19, 2016/12/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I accept Kingsdown offer to arrange for a second inspection at their expenseI have tried searching for a certified bonded bedding inspector but have been unsuccessful onlineI'd like to also respond to Kindsdown comment "AS A MANUFACTURER, WE DON'T DICTATE WHAT A CONSUMER BUYS THAT IS THEIR CHOICEThis is not a valid statement because as a consumer I had no idea what type of mattress was best suited for me and was driven by their "computerized sleep test" so yes they were pretty much "dictated" what mattress was a good "match" which led to my decisionI've inspected the mattress more closely ONLY because it just doesn't make sense since I am only 5'1" and only weigh 120lbsThe impression is not normalIt's almost as if the foam that sits on top of the springs is inferior in that it's not bouncing back and just keeps getting worseMy fear is that this has all happened in less than one year what's the mattress going to feel like after several yearsIn the interim I have visited various bedding showrooms and have learned that many retailers have stopped carrying Kingsdown because of their "low standard weak/inferior spring/coil system" hence the reason for the impressionsI am not an authority on mattresses and what makes one better than the other but I do know that as a consumer I am not happy with the wear/tear and comfort of this mattress systemThe manufacturer's warranty is self-serving and will of course cover what they want it to coverManufacturers that hide behide their warranties instead of providing above-the-top customer service must really know their products are inferiorTo me what defines a great company is one that satisfies the consumer despite their warranty guidelinesBut as I said, I am prepared to take this matter to many levels if Kingsdown doesn't stand behind their productI work very hard for my money and to charge $for this mattress is highway robberyI wouldn't even pay $for this mattress knowing what I know nowI look forward to hearing from an independent inspector for another inspection just to show that the issue has worsened but regardless of the results I intend to pursue with this dispute with Channel Thank you
***

Initial Business Response /* (1000, 6, 2015/11/17) */
To address the issues of Mr***, his warranty is a year limited warranty not life time, his mattress is an all foam mattress and it does not have an innerspring unit The inspector is a third party inspector who is non biased and
performs inspections not just for Kingsdown but the entire mattress industry They are fact finders only and report what they see and find We are attaching photographs of Mr***'s stained mattress along with the report from *** *** The inspection company gets paid regardless of what they find Per our warranty as well as all others throughout the industry stains will void the product warranty A penetrating stain which you can see on the photos provided create a plethora of issuesThe following is why we state in our warranty 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
He is correct he does have an issue right where a lot of the penetrating stains are located causing damage to the mattressWe did not make up these photos - yes there is surface dirt in addition to the penetrating stains and those are the ones causing the issue We have a standard product warranty that is for the most part industry standard and it is not that we don't stand our warranty we do but it is also the responsibility of the owner to take care of the mattress per the Care information that is provided and available We are sending the inspection report along with the photographs that our engineering team based their decision on
Initial Consumer Rebuttal /* (3000, 9, 2015/11/30) */
From: * *** (mailto:***@aol.com)
Sent: Saturday, November 28, 12:PM
To: ***@greensboro.Revdex.com.org
Subject: Re: Revdex.com Complaint Case# *** (Ref#XX-XXXXXXX-XXXXXXXX-X-XXXX)
I am very upset w/the report that I have received from KINGSDOWNAll I have to say is that I WILL NEVER BUY ANOTHER PRODUCT THAT HAS KINGSDOWN NAME ON IT!!
I will spread the word to the consumers that KINGSDOWN will find the SMALLEST SPOT OF SOIL on your mattress in order to deny your warranty claim BUYER BEWARE!!
$in the garbage Regards *** ***

Initial Business Response /* (1000, 7, 2015/10/26) */
The report submitted to the Kingsdown engineering team states multiple stains all over the top of mattress It was shared with us that the tech felt the mattress and box springs were unsanitary so he just photographed and recorded observations
We do see the stains Mr*** is speaking off because they are dark and photograph well however there are larger stains on the surface of the mattress that were somewhat larger and we will be happy to supply the photographs showing the larger area.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
Initial Consumer Rebuttal /* (3000, 9, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, there are two small stainsThere were shadows on the pictures, and these photographs were taken with a very small tabletNever was an actual camera usedI opened the shade on one side of the room to offer more light because of the poor quality camera & flash that was used
The description 'stains all over the top of the mattress' is incredibly inaccurate
Furthermore, my issue is not with the fact that there is a stain on the mattress, but with the warping of the mattressPeople should be well aware that before they lay down upwards of dollars, this company does not stand by their year warrantyWe paid this much because we felt comfortable knowing that there is such a warranty in placeWhen the mattress has warped, they have a loop hole to use in that it has two small stains
Final Business Response /* (4000, 13, 2015/11/10) */
With all due respect the report from the 3rd party inspection company actually stated and we quote from the technician "Tech felt that handling mattress was unsanitary so he only took pictures and observed Did not touch the mattress or the box spring" When our engineers see verbiage such as this from a company that does in home inspections all the time they take it very seriously With stains such as reported, the mattress may be damaged from them As stated earlier the claim is denied under warranty
Final Consumer Response /* (4200, 15, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm quite sure the 3rd party was feeling uneasy due to our child's medical equipment that is stored in the roomNot on the bed, but against the wall
The customer service experience has been less than satisfactoryWhile it is obvious that the company is unwilling to rectify the situation, I want it noted for other potential customers to be aware
When spending upwards of 1500, you expect a certain quality of service, which has been lacking
Perhaps part of the issue is with the third party that was sent to the home, but all correspondences following have been abhorrentBuyer beware

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I accept it

Initial Business Response /* (1000, 6, 2016/06/17) */
We have had multiple conversations and dialogs with Mrs*** Her thoughts are welcomed as long as they are truthfulShe has accused Kingsdown of not honoring our warranty and we haveThere is not one guideline or sentence in our warranty
that we did not adhere to when reviewing her claimShe is correct comfort is not warranted not just by Kingsdown but the mattress industry as a wholeComfort is subjective and although she does not find your bedding to be comfortable, years after her purchase, it may be comfortable to another personThe bedding she purchased is not defective - it is not broken - which is what her warranty is forIt is a structural warrantyWe had her bedding inspected by a professional third party inspection company at our expenseThis inspection company provides this service for the entire industryThey are unbiased and are responsible for reporting the facts, which they did and we shared with herWe are as transparent with any findings as we can beThey provided photographs and reports to be viewed by our engineers following the guidelines of her/our warrantyBased on all the information provided her bedding is pristine with a very minimal measurement to reportIt was recorded at 0" on one sideShe has a bed that is in perfect condition but not to her liking any longer As a manufacturer we have done nothing wrongThe bedding is made to it's specification and standards and there is nothing structurally wrong with itWe have shared all the information regarding her inspection with all venuesWe as a manufacturer following the industry do not have a comfort warranty - again comfort is so subjective and personal it is not something that can be warranted We do know however that through the Retailer they offer a day comfort program from the date of purchase but her issue is now years after her purchase We are sorry she is unhappy with our findings but please know that again the warranty has been honored and as an employee owned company we stand behind our warranty and our productWe have been in business since and by the vested interest of all our employees in our products and standards Kingsdown proudly stands behind their warrantyWe have asked her to kindly please tell us if there is anything in our warranty that we did not honor and we will be happy to address it again

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 FACTHOWEVER WE DID NOT WE SAW HE HAD AN ISSUE AND WE
HONORED OUR WARRANTYTHE BLUETEK COLLECTION/MODEL THAT HE HAD WAS AND HAS BEEN DISCONTINUEDPER 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 WITHTHEY HAVE STATISTICS, STANDARDS ETC THAT THEY USE TO ASSIGN A REPLACE MODELTHIS MODEL IS CONSIDERED TO ACTUALLY BE AN UPGRADE TO WHAT HE ORIGINALLY PURCHASEDWE HAVE HONORED AND FULFILLED OUR WARRANTY AND PROMISESKINGSDOWN 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 purchasedOur local retailer came out to our home and verified that the mattresses are not anywhere comparable in comfortOur original purchase was a soft/medium soft mattressthe replacement mattresses are VERY FIRMThe new mattresses are not usable as it gave me a sore back after only four hours of sleepThe replacement mattresses are NOT viewed as an upgrade by the end user
Kingsdown employs mattress inspectors to examine mattress problemsI 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 comfortAnother set of ewys will be most helpful in resolving this disputeMaybe your engineers are looking at incorrect dataThere is nothing quite like experiencing first hand how your product isCome and see our problemAfter 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 unusableI urge you to make things right for your customerIt is within your power to make things rightIt 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 fromThe retailer is in agreement to assistWe are currently waiting on Mr*** to respondIf 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 MattressesThe local retailer has a model that we have tried out and is acceptable to usThis mattress is a foam based matress and feels very similar to our original Kingsdown purchaseIt 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 transactionIt 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, 2015/07/28) */
First as a manufacturer we do tell everyone everything that is required for the well care and maintenance of all our sleep systemsThis is located in our Care PackageJust like every other manufacturerWe have re-reviewed this claim and
although we do not feel this is adequate support and this is a contributing factor to their issue we will be happy to offer a vendor exchange (it will not be Kingsdown)through *** *** We will begin the process and the send a letter of notification and instruction via email to Mrs*** todayKingsdown does have excellent customer service and on behalf of all manufacturers it is not fait to hold them accountable for how one takes care of their productManuals and instructions are made available however if the consumer fails to read it and comply to the guidelines it is and should not be the manufacturer's burden to bare
Initial Consumer Rebuttal /* (2000, 7, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am happy that they have changed their decision and are making this rightWe look forward to getting our store credit so we may go get a new mattress set and start sleeping comfortably again

If she can provide the "law tag" information that would identify where the bedding was made. The law tag number is on the "white tag" attached to her mattress and underneath the bar code there is a series of alpha-numeric characters beginning with the letter M. If this was made in USA this serial number will tell us everything. There is no way that a Kingsdown USA manufacturer could make a Kingsdown Canada system - we don't have access to each other's specifications - that would be like buying a McDonald's Big Mac at Burger King. Just can't be done.

Per our letter to Mrs*** and per our warranty her mattress has been torn - damaged by using the handles to withstand the weight of the mattress. Our engineers had reviewed and per the guidelines of our Care and Warranty package it is very specific about the use of handles. Her
issue is not covered under the warranty and is not deemed defective but damaged. We are attaching a copy of our warranty and if the photographs are required, we will be happy to send those as well. All has been shared with Ms*** as well

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

If she can provide the "law tag" information that would identify where the bedding was made. The law tag number is on the "white tag" attached to her mattress and underneath the bar code there is a series of alpha-numeric characters beginning with the letter M. If this was made in USA this serial number will tell us everything. There is no way that a Kingsdown USA manufacturer could make a Kingsdown Canada system - we don't have access to each other's specifications - that would be like buying a McDonald's Big Mac at Burger King. Just can't be done