Kingsdown, Inc. USA

Initial Business Response /* (1000, 5, 2016/12/15) */
When Mr*** contacted Kingsdown to arrange for the inspection and if they were present they would have noticed that mattress was so stained that the technician would not touch it or measure it for body impressions Our Care and Warranty
information that is sent out with all product clearly states that stained product will VOID the Warranty This is not something we made up it has and always will be a part of our warranty as it is for most of the industry We explained in great detail why penetrating stains void the product His is damaged due to the stains and is not covered under the warranty If you wish for us to send you the report and photos, we will be happy to

Initial Business Response /* (1000, 6, 2016/11/03) */
OUR WARRANTY STATES VERY CLEARLY THAT IF A MATTRESS IS SAGGING, SAGGING IS DEFINED AS AN UNRECOVERABLE INDENTATION MEASURING 1/2" OR GREATER WHEN THERE IS NO WEIGHT APPLIED CLEARLY BASED ON THE INSPECTION REPORT THAT WE HAVE SUBMITTED YOU
WILL SEE THAT STRUCTURALLY HER MATTRESS DOES NOT HAVE ANY ISSUETHE INSPECTOR THAT IS REFERENCED IS NOT EMPLOYED BY *** HOWEVER IN HIS PAST AND STILL IN HIS FUTURE HE INSPECTS BEDDING ON BEHALF OF *** THE COMPANY HE WORKS FOR WHICH IS *** IS A 3RD PARTY INSPECTION COMPANY THAT DOES INSPECTIONS FOR THE INDUSTRY AS WHOLE (NOT JUST KINGSDOWN) AND THE RETAIL INDUSTRY *** NOW OWNED BY *** DOES CONTRACT WITH THIS COMPANY TO INSPECT BEDDING JUST LIKE KINGSDOWN DOES SO IT IS UNDERSTANDABLE THAT THERE MAY HAVE BEEN A MISUNDERSTANDING IN WHAT WAS SAID AND WHAT WAS HEARD IT WOULD BE A CONFLICT THE INSPECTOR ARE AWARE OF WHAT THEIR PURPOSE IS - THEY ARE FACT FINDERS AND FACT FINDERS ONLY - THEY HAVE NO AUTHORITY AT ALL WHEN IT COMES TO THE RESULTS OF AN INSPECTION THE DECISION MAKERS ARE OUR ENGINEERS WE HAVE REPORTED TO THE INSPECTOR'S EMPLOYER THAT HE DID SPEAK OUT OF TURN AND KINGSDOWN HAS NO POSITION WITH REPROCUSSIONS WHEN A CLAIM IS FILED WITH US, IT IS CLEARLY STATED THAT THE INSPECTORS ARE THE FACT FINDERS AND OUR ENGINEERS ARE THE DECISION MAKERS MRS***'S CLAIM WAS DENIED 1- SHE DID NOT HAVE A STRUCTURAL DEFECT THAT WOULD QUALIFY PER THE WARRANTY GUIDELINES AND - HER MATTRESS IS STAINED - WHICH VOIDS HER PRODUCT WARRANTY THIS WAS ALL EXPLAINED IN DETAIL AND WE ARE SUBMITTING A COPY OF THE INSPECTION REPORT AND OUR WARRANTY SO YOU CAN SEE HOW IT APPLIES

Here is a copy of the tag on the bed. As you can see...Made in USA. I purchased the bed at *** *** who told me I had a year warranty, but did not give me any paperwork. I searched on line and you see what I found. If it was not for what I have perhaps someone from Kingsdown can contact me. They have yet to return any of my phone calls. I did get the packet today, I am going to send pictures to their web site and copy you. They seem to answer you but ignore me

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, 2015/09/14) */
We do apologize for any rude communication from our Customer Service That is not our way From what we have ascertained from this is that Ms*** just called in with general questions regarding her mattress We have no record of her
claim in our consumer data base We will be happy to assist her with an inspection to see what is going with her mattressIn order for us to do this, we will need a copy of her proof of purchase along with her law tag information At this time we have no record of her purchase This request is per our warrant even to those who participate in our retailer employee purchase programs For all employee purchase programs Louis S*** included, all purchased were CBD however all monies had to be sent to our corporate offices so the individual order could be processed Cash was not an acceptable venue for this program We would accept credit card, check or money order All purchases would be recorded as an employee purchase and we would have a record of purchase through our system if they were not able to provide a "receipt" We have no record of purchase for Miss *** *** We will have the bedding inspected in good faith if she can provide us with her law tag number but we can't just replace sight unseen There are too many variables that can affect the way a sleep set can perform Please advise with the appropriate information and we will be happy to assist

I am rejecting this response because:
The warranty does not define what “severe” means an is left up to interpretatiom of the companyAn approx 8” stain more than 60” away from the sidewall in question should not affect the sidewallSimilar to the little less than 2” stain more than 18” away from the sidewall. As explained by the mattress salesman the warranty is written to protect the business which I understandI would love to saw open the bed and see if what they say happens really happenedThey never provided any scientific proof to the industry standard, however we are not in civil court. They do make a decent mattressJust not content with the “catch all” industry standardBut it is what is isMy next mattress will stay in the protective wrap and another or mattress covers.

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 unitThe inspector is a third party inspector who is non biased and
performs inspections not just for Kingsdown but the entire mattress industryThey are fact finders only and report what they see and findWe are attaching photographs of Mr***'s stained mattress along with the report from *** *** The inspection company gets paid regardless of what they findPer our warranty as well as all others throughout the industry stains will void the product warrantyA 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), etcThis 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 performanceThe 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 sanitationMold, mildew and fungus are part of the story...but human "emissions" also create some potentially bad breeding grounds for bacteriaRemoving 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 warrantyWhen someone asks "well what if I get my mattress cleaned" we simply say it may clean the surface but it will not clean the interiorThe 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 issueWe 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 availableWe 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 claimBUYER BEWARE!!
$in the garbageRegards *** ***

I am rejecting this response because:
As you can read by the original complaint - they NEVER returned my call or even allowed me to get through to the correct individuals. I will await their kit and send it back in, but I fully expect them to reject the claim. They already told me something different from their written warranty. The 1st phone call said torn handles are not covered, the written warranty states they are.I don't feel that sending out a kit addresses my questions that I have to begin with. Someone should try to contact me at the numbers I left on their voice mail several times over. I would like to speak with ONE repon this issue. My day phone is ***. They can leave a number if I do not answer.

I am rejecting this response because:
I have been speaking with Cindy via phone and basically she said my lump in the mattress is not covered. I don't think there is anything I can do about it. The message they sent you shows just how screwed up they are. It does not match any information I gave them. Very frustrated customer....but I'm sure they don't care

Initial Business Response /* (1000, 6, 2016/04/12) */
The Kingsdown warranty is not a scamWe have been in business since and are an employee owned companyWe as owners of the company all have a vested interest in our productOur warranty is virtually the same as every other industry
warrantyMr*** can access those through their individual websitesThe Kingsdown Care and Warranty is a "structural" warranty and as stated int the warranty (a copy is attached) the expectation is for body conformityWe did not make it up it is in writingWe tell everyone that our mattresses are high end mattresses designed to conform to the bodyTo quote the Better Sleep Council on body impressions, "Many of today's top quality mattresses use extra plush foams, and fibers to create comfort layers designed to cradle your body and relieve pressureIn the first few weeks you sleep on a new mattress with extra comfort layers, you will likely notice some degree of body impressions on the surfaceThese impressions are normalThey indicate that the comfort layers are conforming to your body as they are supposed to do, and shouldn't be considered a sign that something is wrong with your mattress." Mr*** contacted us on February 23, at which time we contacted *** who is an industry wide inspection company that performs mattress inspections for the entire industry not just KingsdownWe do try to be as non-biased as we possibly can when having the facts garnered about the mattress setWe have no bias when it comes to the inspectors and have no control over their age, race, gender, etcand we are sure the inspector would take offense to be referred to as "an old man"The tools used were not a cardboard tool but the acrylic flat surface measuring tool that all inspectors have - photos are providedThe string is used to lay in front of the tool to see how deep the tool rests on the mattressAgain, this method is used by the majority of inspection companies and if the mattress was broken the string resting on the mattress would "show" the broken areaIt would be dipping or flowing with the contours of the mattressSagging defined per our warranty is a 1.5" unrecoverable indentation when there is no weight applied - if the mattress recovers - it is doing what it was designed to doRegarding the side wall sagging when someone sits on it but not when there is no weightthe mattress is "foam encased" meaning that the sides are foam and foam being pliable will give under weightThe mattress is doing everything as it was designed toIn regard to the mattress having so much tension - if that was the case there would be zero body impressionsHe has body impressions on his mattress which per the industry is deemed normalKingsdown has only one warranty a copy is attached - we do not have nor do we offer and "extended" warrantyIt is for the time frame specified and goes to the components used in the creation of the mattressMr*** disagrees with the finding of our engineers - those who designed the mattress and declares that the whole warranty process is a rip offWe will be happy to have the bedding inspected again and request that if there is another service in the area or another inspector to inspect the surface area of the mattress only we will be happy to arrange this.If however we don't have any other option but to send the same inspector we can do so with strong supervision attached to the inspection
Initial Consumer Rebuttal /* (3000, 9, 2016/04/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When a company doesn't listen and is not going to take any extra steps to test their product for defects specific to what someone is complaining about, their warranty is worthless, as is the Kingsdown warrantyI specifically told Kingsdown that there was a hole and they did nothing to test it and when the tester came out he intentionally did not test for the hole and only applied their test using a string and cardboardWhen buying the warranty they expressly stated that the materials are under warranty for lifetime, but, when told of a specific problem, they refuse to test for that which basically means the warranty is worthless

*** *** did have a retail venue here in the USA by the name of *** *** who is now owned and operated by *** ***We did manufacture and sell product to *** *** however we do not have a retail vendor by the name of "*** ***". We never have so if you can provided the serial number we can track who we made the bed for, when and where it was delivered We appreciate you providing the photograph that you did and it would be very helpful if you could provide the serial number that is listed on this tag (was not included on the photo you provided) It is the alpha-numeric number listed right under the bar code. It begins with the letter "M" as in mattress is then followed by another letter, five numbers and ends with a letter. We are so sorry you seem to be having difficulties connecting with us. We are on the phones Tuesday - Friday 10:am - 2:pm Eastern Standard Time. The Canadian Warranty and the USA Warranty are different. The Canadian Warranty again is for the product they make and one can tell it is the Canadian Warranty by the name Kingsdown.Ca. As stated before we are different companies operating completely as separate entities. We are not trying to be difficult nor are we trying to frustrate you. We will be happy to contact you direct. Regards,Kingsdown USA

I am rejecting this response because: The Size of the stain is not as bis as they claim, I did not sit there and poor water on my expensive mattress, they need to stand by their warranty.

As explained to Mr*** he has "damaged" his mattress resting it on an open slat system which is NOT proper support.? As you can see from our Warranty Guidelines that a solid support is required and that a slat system will damage your mattress and result in voiding your product warranty.?

? I am rejecting this response because:
I feel that there should be someone that has expertise in the mattress industry come out and confirm that this is which I know a mattress should not have ruts in it while laying on the mattress and doesn't seem to return to ? shape after you are off of it.I can send pictures of the mattress if neededI also have a receipt for ? the purchaseTell them to send you this warranty kit and look at it for yourself, ? it does not represent the ruts or sag properly.?

? I am rejecting this response because:
Dear Revdex.com this company is justifiably poor quality with my wife and I sleeping on this poorly made matress! It states in the warranty with beds with head and foot boards to have to slats supporting the matress!! I have They are claiming their coils fell through the 2-inch gaps?? What a joke! This is poor craftsmanship! Again this matress isn't even years oldHow do people damage mattresses by sleeping on them? Again it's months old! It's garbage and poorly made

Mr*** is correct in the fact that his mattress is stained - not just a few spots but heavily stained.? Photographs can be submitted if needed.? He may not have been communicated via his sales person in regards to the Care and Warranty information but Kingsdown sent our Care and Warranty
information with the product when it was delivered.? Our product can not leave our manufacturing facility without the Care and Warranty information attached to the law tag.? If for some reason the retailer delivery personnel removed it, it is always available via a phone call or via our on line website.? In regards to what a stain will do to a mattress, the following is why: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.? This is practiced by the industry as a whole.? If they purchased a mattress protector and the protector warrantied against penetration then their claim would be with the mattress protector company not Kingsdown.? We are attaching a copy of our Care and Warranty information where you can see that we speak of stains and how they can and will void the 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.?

Initial Business Response /* (1000, 6, 2016/01/27) */
AS A MANUFACTURER, WE DO OPERATE WITHIN THE GUIDELINES OF OUR WARRANTY AND WE ARE HONORING IT WE ARE ATTACHING A COPY OF THE WARRANTY THAT WAS IN EFFECT WHEN THE MATTRESS WAS DESIGNED AND PURCHASED DUE 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 BED THE MATTRESS IS GOING TO CONFORM TO WHATEVER BODY TYPE IS ON THE MATTRESS THE 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 LONGER THE 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 CHANGED BODY CONFORMITY AS WE ADVISED IS STANDARD WITH ALL HIGH END BEDDING WE WILL BE HAPPY TO SUPPLY PHOTOGRAPHS AS WELL WE ARE HONORING OUR WARRANTY AND THE GUIDELINES SET FORTH HE HAS A BED THAT IS YEARS OLD AND DOES SHOW WEAR AND TEAR FOR A MATTRESS THAT OLD THE INDUSTRY AGAIN STATES THAT DUE TO THE FACT THAT OUR BODIES CHANGE EVERY 8-YEARS WE SHOULD CHANGE OUR SLEEP SYSTEM AS WELL WHEN 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 weak Because Kingsdown warrantied it for Although it is an older unit it has been used infrequently I 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 recommends It 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 preach Once they take your money, they do not keep their promise of customer service Thank you

Initial Business Response /* (1000, 6, 2015/08/20) */
Ms***'s bedding was inspected in October of She has what is considered a firm mattress and per the inspection that was done by a 3rd party professional company that does this for all the industry she did not have any structural
issues She has body impressions Based on the information that was provided she does not have a "sagging" issue Sagging as defined yet again throughout the industry is an UNRECOVERABLE INDENTATION that measures greater than 1/2" when there is no weight appliedHer inspection does not show that She has measurable but body impressions - her bedding at the time of the inspection recovered as it should As explained to her, it is always disconcerting when someone is not happy with his or her purchase With high end bedding, a degree of body impression is to be expectedThe bed is designed to conform to your body instead of your body conforming to the bed As shoes conform to the unique shape of your feet, they become more comfortable over time Our sleep systems react the very same way To quote the Better Sleep Council on body impressions, "Many of today's top quality mattresses use extra plush foams, and fibers to create comfort layers designed to cradle your body and relieve pressure In the first few weeks you sleep on a new mattress with extra comfort layers, you will likely notice some degree of body impressions on the surface These impressions are They indicate that the comfort layers are conforming to your body as they are supposed to do, and shouldn't be considered a sign that something is wrong with your mattress." This is not something that a manufacturer of high end bedding makes up It is a fact and all of Kingsdown's models are made to conform to the body resting on sleep surface This information is covered in our Mattress Care and Warranty information and is industry standard
Initial Consumer Rebuttal /* (3000, 8, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No, I do not accept their response! As I stated in my initial complaint, I have owned high end being in the past and I have never had an issue such as this
And I guarantee the company one thing, and I in no way mean this as a threatIf they can not satisfy me in this situation, first off I would not even consider purchasing another one of their products, and second, I would strongly recommend no one to purchase any of their products!!!
I realize this is no big matter to this company, but as a consumer it is a very big issue
Final Consumer Response /* (3000, 14, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We can do another bedding inspection, but that isn't going to change the fact that there is an indentation on the mattress, on both sides, that I am not happy with!!! No amount of measuring is going to change thatI am VERY DISSATISFIED!!!!!
Final Business Response /* (4000, 16, 2015/08/31) */
We will be happy to arrange for another inspection but if the bedding has body impressions that is not a defect - that is an expectation of the mattress doing what it is suppose to do If the bedding has measurements of less than 1.5" on either side and all criteria for support have been met that is a recovering mattress which based on industry standard is and is not considered broken or defective We are contacting our 3rd party inspection company to arrange

Initial Business Response /* (1000, 5, 2016/06/15) */
Kingsdown has not nor did we ignore any request First the ***'s were offered a comfort exchange program when they purchased their set through *** *** - which is a retailer program not Kingsdown's They let their comfort exchange
opportunity expireNot a fault of Kingsdown's or the retailers They filed a warranty claim then with *** *** as their recourse to their comfort issue The inspection was performed by a 3rd party inspection company The report along with photographs were submitted to *** *** and they following the guidelines of the warranty denied their claim for bedding because there was not anything structurally wrong with their set - which is what their warranty is for The ***'s did not like the findings of *** *** so they contacted Kingsdown stating it was our fault that *** *** would not honor their claim Now our warranty is industry standard - we are not any different One of the criteria and standards set forth for establishing whether a mattress is broken or not is measuring the unrecoverable indentations when there is no weight applied This is not just Kingsdown it is INDUSTRY STANDARD The warranty is for RECOVERABILITY of the mattress and as Mrs*** states her mattress is recovering There is nothing structurally wrong with her bed it is TOO SOFT FOR THEIR BODIES - this is not the fault of the manufacturer The mattress is made per the specification and based on ALL INFORMATION provided there is nothing structurally wrong We have reached out to the retailer for assistance
Initial Consumer Rebuttal /* (3000, 7, 2016/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The request ignored was via email to Cindy M*** on 6/2/asking when we can schedule an additional inspection, because the bed is getting worse by the dayThat cannot be very hard to believe when the condition deteriorated so drastically over weeks between the first inspection and the secondWe didn't let anything expire, infact we knew nothing about a comfort warranty until after the fact which we just happened to submit days after the warranty expiresWe submitted a claim because the bed is in such bad condition and we assumed you (as the manufacturer) would take responsibility for your poorly made product and do the ethical and moral thing and give us a refund so we can use a bed that isn't sagging drastically in less than monthsThis has nothing to do with a comfort issue it has to do with the inconsistency of the mattressPer my original note there's about inches in the middle that is not yet sagging which I can sleep onThis was originally how the entire bed felt before it quickly began saggingIn months the bed is already sagging half of the way of "industry standards" that are covered in your year warrantyI cannot even begin to understand why there is even a question here when the bed is simply never going to last that longThe reality of the situation is that there is something wrong with the mattressFurthermore after speaking with Cindy I was informed that you all stand behind the Bed Match system and fully support the resultsWell guess what? We based our purchase off of our results and they failed usSo not only does your Bed Match system (this is in response to your TOO SOFT FOR THEIR BODIES comment) does not work but the quality of your mattress is awful, and cheapWe are expecting for *** and Kingsdown to find a resolutionAs two large companies you would think this wouldn't be so difficultAs a paying customer this is absurd that this has gone on for months now with no resolution and to be given the run around
Final Business Response /* (4000, 9, 2016/06/27) */
We are making arrangements with the retailer for her to exercise a courtesy exchange following the policies and procedures of *** Mr& Mrs*** need to contact *** Customer Service to exercise and discuss their exchange opportunities
Final Consumer Response /* (2000, 11, 2016/07/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you very much!