Kingsdown, Inc. USA

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, 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 bedding We are not hiding or creating something that "rips" people off As we explained in our letter a degree of body impression is to be expected and this is supported by the Better Sleep Council Her bed is structurally sound based on the information provided to us by the 3rd party inspection results and all is in compliance to the warranty Kingsdown has been in business since and we are a very honorable company and do not "rip" people off as Ms*** keeps insisting that we do We 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 claim I 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 email Currently 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 warranty This has been a total nightmare and I don't believe the consumer should be subjected to such anguish How can Kingsdown justify their argument with so many complaints Kingsdown should take ownership as it's the only decent thing to do To 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 Council I'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 whatsoever I 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 public I am hoping that by my taking this time out to write a complaint that it will help others when purchasing a new mattress I'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 COMPANY KINGSDOWN DOES NOT HAVE ANY ISSUES WITH REPLACING ANY PRODUCT IF IT IS DEFECTIVE HER MATTRESS IS NOT DEFECTIVE SHE 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 SURFACE AS A MANUFACTURER, WE DON'T DICTATE WHAT A CONSUMER BUYS THAT IS THEIR CHOICE HOWEVER WE DO STAND BEHIND OUR PRODUCT AND OUR WARRANTY WE 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 decision I'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 It'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 worse My 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 impressions I 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 cover Manufacturers that hide behide their warranties instead of providing above-the-top customer service must really know their products are inferior To me what defines a great company is one that satisfies the consumer despite their warranty guidelines But 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 robbery I wouldn't even pay $for this mattress knowing what I know now I 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
***

Mr*** has a stained mattress and although he refuses to acknowledge that per our Warranty which is a legal document that staining does void the product warranty we have authorized a Vendor Exchange through the retailer he originally purchased from.? We sent him the appropriate
communication regarding this information on Friday February 17, 2017a t 1:pm.? Moving forward, his request will be handled through *** ***.? They require 10-business days to execute and mail him via US Post his in store credit.? This matter has been handled per his request.? ?

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 company We 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 websites The Kingsdown Care and Warranty is a "structural" warranty and as stated int the warranty (a copy is attached) the expectation is for body conformity We did not make it up it is in writing We tell everyone that our mattresses are high end mattresses designed to conform to the body 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." 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 Kingsdown We do try to be as non-biased as we possibly can when having the facts garnered about the mattress set We 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 provided The string is used to lay in front of the tool to see how deep the tool rests on the mattress Again, 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 area It 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 do Regarding 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 to In regard to the mattress having so much tension - if that was the case there would be zero body impressions He 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" warranty It is for the time frame specified and goes to the components used in the creation of the mattress Mr*** disagrees with the finding of our engineers - those who designed the mattress and declares that the whole warranty process is a rip off We 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 warranty I 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 cardboard When 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

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 fee Kingsdown is responsible for replacing the product free of charge but that does not include
transportation If a consumer wishes to arrange for their own pickup they can This 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, 5, 2015/06/18) */
We are always concerned about our customers and hope that they are satisfied with their purchases. 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...

expected. The 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 normal. 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."
It is unfortunate that out of the 6 inspection companies that we use no one has a tech in the Sevierville, TN area. We wish we could send a 3rd party technician. We as the manufacturer do not send personnel from our company simply because if we don't find in favor of the consumer they feel we are biased. The in home self inspection kit was designed to be used by our consumer base where a "body" is not available. It is the same tools that a 3rd party would use. Even if there was a technician available, they would not lay on her mattress - it is against their policy and to that point the mattress feel differently to each individual. That is why the MATTRESS INDUSTRY not just Kingsdown does not warrant comfort which this is stated in our warranty. Comfort to each is very subjective and each individual feels differently about the support of each mattress. We do not replace sight unseen and if her mattress is broken, you can see it, measure it and photograph it. The kit is very simple to follow we even send pictures of what is acceptable and not acceptable. If we can't obtain the information required by our engineers to review her bedding there is not anything we can do - if her bed has a structural issue which is what her warranty is for you would be able to see it. She needs to complete the kit as requested so we have something to look at.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I said before the memory foam in the bed comes back up as soon as I get off it. As I said before the bed was very comfortable and supportive the first three months and now causes extreme back pain. They said they will only warranty it if it is more than 1.5 inched intention. The bed has went from amazing support and comfort to horrible. Nothing has changed on the problem with the bed.

I am rejecting this response because:
The warranty does not define what “severe” means an is left up to interpretatiom of the company. An approx 8” stain more than 60” away from the sidewall in question should not affect the sidewall. Similar 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 understand. I would love to saw open the bed and see if what they say happens really happened. They never provided any scientific proof to the industry standard, however we are not in civil court. They do make a decent mattress. Just not content with the “catch all” industry standard. But it is what is is. My next mattress will stay in the protective wrap and another 2 or 3 mattress covers.

Mr. [redacted] has a stained mattress and although he refuses to acknowledge that per our Warranty which is a legal document that staining does void the product warranty we have authorized a Vendor Exchange through the retailer he originally purchased from.  We sent him the appropriate...

communication regarding this information on Friday February 17, 2017a t 1:09 pm.  Moving forward, his request will be handled through [redacted].  They require 10-15 business days to execute and mail him via US Post his in store credit.  This matter has been handled per his request.

Initial Business Response /* (1000, 5, 2015/11/04) */
Mr. [redacted] purchased his bedding in 1998. 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 2005 and went to "one sided" bedding the criteria for the excessive indentations or sagging changed to 1 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 1998.
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 inches. When 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 middle. The true measurement needs to be done from head to toe. And when I did this it was a 3 inch depression. That can not be normal. And it is very uncomfortable to use. This was a very high end mattress and I expect it to be replaced. I 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. [redacted]'s point is from the head to toe not side to side. We are attaching a copy.

Initial Business Response /* (1000, 6, 2015/08/20) */
Ms. [redacted]'s bedding was inspected in October of 2014. 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 normal 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 1/2" when there is no weight applied. Her inspection does not show that. She has measurable but normal 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 expected. The 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 normal. 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 threat. If 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 that. I 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 normal 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 normal and is not considered broken or defective. We are contacting our 3rd party inspection company to arrange.

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 normal 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 needed. I also have a receipt for  the purchase. Tell them to send you this warranty kit and look at it for yourself,  it does not represent the ruts or sag properly.

Initial Business Response /* (1000, 5, 2016/12/15) */
When Mr. [redacted] 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.

Here is a copy of the tag on the bed.  As you can see...Made in USA.  I purchased the bed at [redacted] who told me I had a 10 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.

Initial Business Response /* (1000, 5, 2015/06/23) */
Mrs. [redacted]'s claim was denied due to the fact that her mattress is covered in stains. Due to the amount of soiling and stains the technician did not feel safe removing the mattress to complete inspection. Our warranty following all other mattress...

manufacturer's warranties state throughout the care and warranty information that stains and soiling will void the product warranty. The following is why we along with the industry 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 again along with industry state that stains "VOID" the product warranty.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company never sent a technician out to my house to see about removing my mattress and their is no mold or health hazard only health problem is my back and my husband back hurting from it sagging at the head. I agree to let them send a person out only to take pictures the gentleman even agree how bad the mattress was they was going to let me take and send the picture, I only agree for him to come because I thought it would be a quicker process.The gentleman does not work directly for this company he just goes out for several company and takes the pictures of the object. There is only 2 stains on the mattress not all over it. I have always kept a mattress cover over my mattress when the mattress cover slide off it got a stain. This should not stop this company from standing behind there product. This company s only making things up to stop paying for another mattress. I feel this company has took my money and I got scam very unhappy with this product and the company. I WILL NEVER USE THIS COMPANY PRODUCT AGAIN......

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. [redacted] 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 mattress. In 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[redacted] 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 [redacted]. 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:
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 rep. on this issue.  My day phone is [redacted].  They can leave a number if I do not answer.

[redacted] did have a retail venue here in the USA by the name of [redacted] who is now owned and operated by [redacted]. We did manufacture and sell product to [redacted] however we do not have a retail vendor by the name of "[redacted]".  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 10:00 am - 2:00 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

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 2 stains Mr. [redacted] 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 stains. There were shadows on the pictures, and these photographs were taken with a very small tablet. Never was an actual camera used. I 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 mattress. People should be well aware that before they lay down upwards of 1500 dollars, this company does not stand by their 20 year warranty. We paid this much because we felt comfortable knowing that there is such a warranty in place. When 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 room. Not on the bed, but against the wall.
The customer service experience has been less than satisfactory. While 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 abhorrent. Buyer beware

Initial Business Response /* (1000, 5, 2015/06/26) */
As the manufacturer we were not involved in any of the inspection and decision process. This was performed through [redacted] the retailer directly. We have contacted [redacted] to obtain the results of her inspection for our engineering team to...

review. Once we see what is going on we will be happy to respond. The information about the appropriate foundation or support is in our Care and Warranty information provided to the consumer. It is the responsibility of the consumer to know how to properly take care of the product they purchase. We do inform them through our information booklet. When someone purchases a car, they don't rely on the sales associate to tell them how to take care of it - they reference their care manual.

Initial Consumer Rebuttal /* (3000, 8, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think it is unfair of [redacted] and Kingsdown to think that a big bump in the middle of the mattress is ok. It has NOTHING to do with no legs under the support beams. It has EVERYTHING to do with the custom sides and the two not matching. If we never got close - it wouldn't matter but this is unacceptable and I am disappointed with both companies. We were never told that having two custom sides would wear like this after 3 years or we never would have purchased it.
Final Business Response /* (4000, 10, 2015/06/30) */
With all due respect the rise in the middle definitely comes from the lack of support and the fact that one side is very soft and does not have adequate support so it is sinking and the other side is medium firm and is also sinking due to the lack of adequate support. Ms. [redacted] thinks that support is not important but it is - it makes all the difference to how a mattress and box spring performs. Looking at the inspection report and photos both sides have a normal body impression of 1" and as you can see there is a rise right between the two bodies the length of the body. It is interesting that she feels she knows more of how a mattress should perform better than people who have been making mattresses for 111 years. The adequate support is not something we are making up - it is practiced throughout the industry - every manufacturer's warranties stipulate the importance of adequate support. Her bedding is not defective.
Final Consumer Response /* (4200, 17, 2015/07/14) */
From: [redacted]
Sent: Monday, July 13, XXXX X:XX PM
To: [redacted]@greensboro.Revdex.com.org
Subject: Re: Case# : XXXXXXXX
[redacted]:

I was waiting to hear back from [redacted] They are trying to get us to purchase another mattress with a discount, however, I still feel very strongly that it should be replaced at no cost to us.

[redacted]

Mr. [redacted] 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 2012 Care and Warranty information where you can see that we speak of stains and how they can and will void the product warranty.