Kingsdown, Inc. USA

Initial Business Response /* (1000, 5, 2015/05/19) */
We will be more than happy to have the mattress inspected by a third party inspection company. This will allow us the opportunity to see how the mattress is performing today. We will be happy to set up the inspection with the [redacted]...

[redacted] They will contact her directly for the appointment. They are fact finders only and will garner all information needed by our engineering team to review and ascertain what is going on. Once we receive the information from them our engineering team will review and respond. She should be hearing from [redacted] within the next 72 BUSINESS hours.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would not consider having a 3rd party inspection as this is not going to change the reality of the conditions of the mattress with regards to the quality of sleep. A 3rd party inspection will provide the same information that Kingsdown already has on hand and it will proove to a waste of time and fruitless. Additionally, Kingsdown already has information provided to them, and they can see the quality of the mattress, the care taken, and that the warranty is fully in effect. An inspection cannot and will not, again, change the fact that it is no longer usable. The mattress has changed enough over the years where it no longer provides adequate support. We purchased this mattress, and paid a good hefty price, knowing that it would last us a "lifetime" -
Final Consumer Response /* (3000, 13, 2015/06/11) */
Based on what Kingsdown has indicated, I will agree to a 3rd party inspection. Please contact me to schedule the inspection. Thank you
Final Business Response /* (4000, 15, 2015/06/15) */
We will schedule once again for her inspection. Please have her expect a call from U.S. Quality Furniture within 72 BUSINESS hours. Once they send their findings to our engineering team and they determine how the mattress we will contact Revdex.com to inform of findings.

As reported to Kingsdown and shared with Ms. [redacted] there is a stain over a foot in diameter at the head of her mattress.  The inspection company has no reason to "lie" to a manufacturer their job is just to report the facts as they find them to be.  She refers to the stain as a "small"...

but one that measures 12" in diameter is not small.  As we always do the information was shared with her what the inspection company reported to Kingsdown.  We explained to her what a stain does to a mattress - it penetrates and it travels.  It is like pouring water on a cotton ball - a penetrating stains causes padding deterioration.  All of our Care and Warranty instructions state that a stain will void the warranty - it is not something that we "just created".  We are not trying to unfair or mistreating someone it is just a guideline of the warranty.  She states she has had a cover on her mattress and that is what a cover is for - to protect against stains.  If the cover failed she should be filing the claim with the protector company that she purchased.  As a manufacturer if the product used to protect the mattress fails and damages the mattress it is not the mattress's fault nor the manufacturer of the mattress.

Initial Business Response /* (1000, 9, 2016/09/08) */
PER THE [redacted] SERVICE DEPARTMENT AND TO THE GUIDELINES OF THE MANUFACTURER'S WARRANTY THEY FOUND THAT HER MATTRESS DID NOT HAVE AN UNRECOVERABLE INDENTATION MEASURING GREATER THAN 1 1/2" AND THE TECHNICIAN COULD NOT RECREATE THE NOISE SHE...

COMPLAINED ABOUT THEREFORE THEY DENIED HER CLAIM. KINGSDOWN DOES HONOR OUR WARRANTY BUT AS IT STATES IF THERE IS A MEASUREABLE INDENTATION THAT IS LESS THAN 1 1/2" THE MATTRESS IS RECOVERING PER IT'S DESIGN AND IS CONSIDERED TO BE A NORMAL BODY IMPRESSION. MS. WEARY SHOULD HAVE A COPY OF THE WARRANTY AND WHAT IT DOES AND DOES NOT APPLY TO - IT IS ATTACHED TO EVERY MATTRESS. IF SHE HAS A COMFORT ISSUE THAT WOULD NOT BE CONSIDERED A DEFECT AND THE STRUCTURAL WARRANTY DOES NOT APPLY TO COMFORT. KINGSDOWN WILL BE MORE THAN HAPPY TO SEND A THIRD PARTY INSPECTION COMPANY BY THE NAME OF [redacted] TO PERFORM AN INDEPENDENT INSPECTION IF THIS IS AGREEABLE. PLEASE LET US KNOW AND WE WILL REQUEST A SERVICE VISIT FROM THEM.
Initial Consumer Rebuttal /* (3000, 11, 2016/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The claim submitted was not because of a comfort issue but because of the sag and the popping of springs in bed. No, the noise was not created when the technician came out, nonetheless that does not disprove the fact the noise does not happen. The technician just leaned on the bed, which is not measurable or comparable to two people on the bed at once and with different weights. The theory of Kings Down taking full responsibility for defectively made merchandise and having customer social responsibility of ensuring that Kings Down meets customer satisfaction and quality is essential of maintaining loyal customers. Furthermore, as stated before how can Kings Down measure the "normal body impression"? Yes, I have a copy of the warranty and I am fully aware of the warranty, which I feel Kings Down failed me as a consumer and mislead. Kings Down DOES NOT FULLY STAND BY THEIR WARRANTY AND WILL FIND ANY ARBITRARY REASON TO NOT HONOR. A consumer does not go through these motions unless there is a serious issue. It should not be this problematic and challenging to have a warranty honored! It is shameful that a company that profits in millions challenge loyal customers to this degree. Once again, I am not asking for a refund I am asking for Kingsdown to honor an equal replacement for this defective mattress.
Final Business Response /* (4000, 38, 2016/11/09) */
Ms. [redacted]'s inspection has proven to have issues that would qualify her bedding for replacement. The Retailer was contacted and the request was made for them to contact her directly to discuss and arrange her exchange. We were informed that it would be and has been taken care of.
Final Consumer Response /* (2000, 40, 2016/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted by [redacted] yesterday to come in to sign off on paper work for the replacement mattress.

Initial Business Response /* (1000, 5, 2015/12/21) */
We are sending you a copy of the inspection report as his facts are reported to us. The inspection company is a 3rd party company that provides this service to the mattress industry overall. The purpose for the 3rd party is to gather and...

report the facts - the individual technician has absolutely no authority at all over the performance of the mattress. Our engineers do that based on the facts submitted. First fact - the mattress is stained which was one of the first observations shared. We along with other mattress manufacturers state in our warranty that if the mattress is stained due to any type of fluid - body fluid included regardless of how it will void the product warranty. The following is why we state that stains void the product warranty
The stain is a result of any type of liquid that the mattress is exposed to - including but not limited to body fluid (sweat), water, juice, urine (human or animal), etc. This stain is visible and obvious that it has "gone into the mattress" - you can see it.
What a penetrating stain will do to a mattress:
Spring unit - the spring units used are made of metal and even though they may be a "wrapped" coil unit when exposed to dampness or wet, the spring unit can rust and become damaged resulting in a degradation of the mattress interior and the performance. The mattress will begin to "break down".
Foams - When foam most especially memory foam is exposed to dampness it will begin to degrade and in conjunction with use every night - compressing and responding will cause fatigue which again will cause a degradation causing the mattress to "break down". Heat, pressure and moisture (caused by whatever liquid penetrated) = deterioration inside the mattress.
When moisture from a penetrating stain is trapped inside of a mattress, there is the obvious opportunity for mold, mildew and fungus to grow and it will.
Professional Dry Cleaning will not take care of the interior damage caused by a penetrating stain nor will it address one of the most important issues that a stain can cause which is sanitation. Mold, mildew and fungus are part of the story...but human "emissions" also create some potentially bad breeding grounds for bacteria. Removing the stain at the surface does nothing to address these potential issues, This is the reason we state that stains "VOID" the product warranty.
Professional Dry Cleaning will not do anything to maintain a product warranty. When someone asks "well what if I get my mattress cleaned" we simply say it may clean the surface but it will not clean the interior. The mattress has been exposed to the liquid and the damage is done and the degradation begun therefore the warranty has been voided.
Second fact is that is support system is inadequate to support the weight of the mattress, box spring and adult bodies. Again as we explain in our literature rigid supports are required with center leg(s) resting firmly on the floor. It was reported that his slats were thin and there was no center support. When Mr. [redacted] contacted us to discuss his denial he was extremely rude, foul with his language, threatening and displayed overall poor form when speaking with our representative. There is never an excuse for bad behavior. His claim is denied not because he was rude but because his bed is damaged to due lack of rigid supports and center supports and proper care i.e. stains. He was very cavalier in stating that everyone has stains and that was normal and we were only hiding behind that. We follow the industry and most manufacturers do not warranty product damaged due to fluid.
Initial Consumer Rebuttal /* (3000, 8, 2015/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The poor form shown by me was only in repsonse to the poor form show by the representative spoken to at the manufacuture. They will hide behind the warranty instead of doing what is right for the customer. Regardless if the representative sent to my house was a 3rd party or not he represented Kingsdown while here. This ticket was in the works for some time as they could not get anyone to my house. This responce and the response from the manfucuature still does not address these concerns. 1. I moved from the point when we placed the ticket to the piont when someone came to the residence. 2. The representative said that all things considered there "Would be no problem" getting a repalcement as this one had sag in it. 3. It was told the representative that the frame and slats that the mattress had been on since it's purchase was not on the bed as the movers had swapped out the two frames. 4. The stains are barly addressed in the orginal letter from the company but they are tyring to find a reason why they will not cover this warranty repair. 4. After talking witht he point of sales, [redacted] Newport News Virginia, they have also claimed this is why they no longer carry this brand of mattresses. They had too many people complain about the sag and that the manufacuature wouldn't stand behind their product.
Bottom line, this company wants to do nothing for their customers and they do not stand behind anything they put out on the martket. They were rude while on the phone with me, the customer and didn't want to listen to anything of why they may of been mistaken. They have a canned response to the issues to ensure they they will never come out of pocket for faulty and shoddy workmanship.
They hired the 3rd party company, I did not. They need to stand behind what that person stated as well.
Bottom line, this is extremly unsatisfactory.
Final Business Response /* (4000, 10, 2016/01/06) */
Kingsdown does not hide behind our warranty we support it. As the warranty clearly states any type of stain VOIDS the product warranty. This is an industry standard. Staining as we previously stated will damage a mattress not to mention the other issues that it causes. We are sorry that Mr. [redacted] damaged his mattress and voided his product warranty.

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 3 to 5 slats supporting the matress!! I have 13. They are claiming their coils fell through the 2-3 inch gaps?? What a joke! This is poor craftsmanship! Again this matress isn't even 2 years old. How do people damage mattresses by sleeping on them? Again it's 18 months old! It's garbage and poorly made.

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

As we communicated a few times to Mr. [redacted] we have heard his concerns and we tried to reassure him that the last thing we wanted to do is deny someone the opportunity for a replacement when the guidelines of the warranty have been met.  His claim was carefully reviewed and as you can see by...

the attached inspection report his mattress is severe and cannot be dismissed.  We are sharing with the Revdex.com as we did with Mr. [redacted] what a penetrating stain will do to a mattress and why we void the product warranty when a mattress is stained.  He states that his protector failed to do what it stated it would do and we did advise him that his claim is with the product that failed and damaged his mattress.  Our warranty is an industry standard warranty to which most mattress manufacturers will void the product warranty due to stains.  It is not a "catch all" and never has been.  The fact that they had a "protector" on their mattress was for a reason - to protect the mattress from stains - to which it did not and that is not Kingsdown's fault nor should we be held accountable for another product's failure.  His claim is denied due to the damaged caused.  Please see the attached report..

Initial Business Response /* (1000, 5, 2016/06/15) */
Kingsdown has not nor did we ignore any request. First the [redacted]'s were offered a comfort exchange program when they purchased their set through [redacted] - which is a retailer program not Kingsdown's. They let their comfort exchange...

opportunity expire. Not a fault of Kingsdown's or the retailers. They filed a warranty claim then with [redacted] 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 [redacted] 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 [redacted]'s did not like the findings of [redacted] so they contacted Kingsdown stating it was our fault that [redacted] 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. [redacted] 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[redacted] on 6/2/16 asking when we can schedule an additional inspection, because the bed is getting worse by the day. That cannot be very hard to believe when the condition deteriorated so drastically over 5 weeks between the first inspection and the second. We didn't let anything expire, infact we knew nothing about a comfort warranty until after the fact which we just happened to submit 20 days after the warranty expires. We 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 5 months. This has nothing to do with a comfort issue it has to do with the inconsistency of the mattress. Per my original note there's about 6 inches in the middle that is not yet sagging which I can sleep on. This was originally how the entire bed felt before it quickly began sagging. In 5 months the bed is already sagging half of the way of "industry standards" that are covered in your 20 year warranty. I cannot even begin to understand why there is even a question here when the bed is simply never going to last that long. The reality of the situation is that there is something wrong with the mattress. Furthermore after speaking with Cindy I was informed that you all stand behind the Bed Match system and fully support the results. Well guess what? We based our purchase off of our results and they failed us. So 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 cheap. We are expecting for [redacted] and Kingsdown to find a resolution. As two large companies you would think this wouldn't be so difficult. As 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 [redacted]. Mr. & Mrs. [redacted] need to contact [redacted] 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!

As explained to Mr. [redacted] 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.

Initial Business Response /* (1000, 7, 2016/06/03) */
In 2010 Mr [redacted] was sent our kit with a disposable camera to record and report the issues he was experiencing with his Classical mattress purchased through [redacted]. Although the camera has 27 available exposures, the photo processing...

company reported that only 7 were available to print. We paid for the photos and unknowingly thought this was all that Mr. [redacted] took - how would we know any different? We do not manipulate information provided to us. Regarding the claim in 2010 our engineers denied based on the criteria and guidelines set forth in the warranty that applied at the time of purchase - if the mattress was recovering within 1.5" it was doing what it was designed to do. Based on the photographs available that is what they determined. The standard is when there is no weight applied because any high end bedding is going to conform to any body type laying on it. This decision was communicated to Mr. [redacted] in June of 2010. Six years later Mr. [redacted] contacts Kingsdown again complaining of his mattress sagging. We then sent out a third party inspection company at this time to collect and report their findings and although his mattress does have body impressions it was found to be as the inspector reported "stains on the top right side big in size and cream in color"...Kingsdown communicated per the guidelines of our warranty and also following industry standards that any type of staining most especially a penetrating stain with void the product warranty. We went into great detail as to what a penetrating stain will do and why the warranty is voided. The warranty is very clear in that whether the stain is from accident or not it damages the mattress and the manufacturer can not be held responsible for the damage that the staining can do.
Mr. [redacted] contacted us to discuss this and our representatives explained in detail and at length that his warranty was voided due to the stains. We are attaching a copy of the inspection report along with the photographs.
Initial Consumer Rebuttal /* (3000, 10, 2016/06/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well there you are, only 7 of the 27 pictures taken were printable. Conveniently , no picture of the sagging or broken pieces. Why didn't the company inform me of this? Why didn't they send me another camera, to make sure there customer was taken care of? Its obvious to me and Im sure others reading this whats going on here. The company where I bought the mattress which was [redacted] now [redacted] ( the largest mattress company) informed me they no longer carry Kings Down or any mattress name made by them due to not standing behind there product. DO NOT buy this product! Zero customer service. The warranty is a joke. since I am retired with plenty of time on my hands I will be seeking legal counsel reference to back injuries and loss of work. Someone needs to make a stand.
Final Business Response /* (4000, 12, 2016/06/16) */
Mr. [redacted]'s mattress is heavily stained. His product warranty is voided.

Initial Business Response /* (1000, 5, 2015/07/01) */
Mrs. [redacted] is correct in the fact that Kingsdown has denied her claim multiple times simply because after two in home inspections by a 3rd party service company (at Kingsdown's expense) both reports along with the photographs do not support that...

there is anything structurally wrong with the her mattress. She is correct in her statement about the impressions measuring less than 1 1/2", that is just one of the tasks performed by all inspection companies to first ascertain if there is an "unrecoverable" sag or indentation that would identify an issue with either the foam, fiber or innerspring unit. This was not an issue. They also look for contouring or the shape of a mattress to insure there is nothing suspicious going on. They don't lay on the mattress, their insurance does not allow nor would it matter simply because sleep surfaces feel differently to each individual. Mrs. [redacted] has been sent copies of the inspection report where they stipulate that there is no contouring. The sides of the mattress from head to toe are straight and continuous. It is reported that her mattress is resting on a bunkie board supported by 14 heavy duty cross slats. The inspector did not remove the mattress to see if the bunkie board is resting evenly or if there is an issue with her slats not resting flush. Everything that Kingsdown has received supports the facts that her mattress is performing the way it was designed and that there is not anything structurally wrong with it. We know that she had a stain removed from her mattress and not knowing what method was used - if it was a "wet" method the fluid could have altered the "feel" of her mattress. At this point we don't see any "severe" structural issues and none are reported. We will be happy to submit the Revdex.com a copy of her inspection reports along with all the photographs that our engineers review.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This answer is totally unacceptable. Kingsdown keeps missing the point. The issue with the bed is that it is high in the center and very low on the sides. We feel like we are rolling out of the bed. I'll try to explain it again: There are two slopes going from the center of the bed to the sides. I sent pictures to Kingsdown showing over two inches of drop and those pictures were not accepted as evidence.
The gentleman from the inspection company looked at the issue both times and acknowledged that the bed was structurally damaged. He says it is something he doesn't see very often. He indicated he would put that in his writeup, but also said that he did not know whether that was going to make it to the final report sent to Kingsdown, and if it did, whether Kingsdown would do anything about it.
The mattress is laying on a solid wood platform. The inspector confirmed it both times and documented it - he said that the mattress was properly supported.
The stain mentioned in the report was a recent superficial stain that was easily removed and has no bearing on the issue that we're claiming.
Kingsdown should stand by their product and step up to the plate when they are defective.
Final Business Response /* (4000, 9, 2015/07/07) */
To Mrs. [redacted]'s point no we have not missed the point. What she is describing and we have tried to explain that she has normal body impressions on either side. Just to share some information about a characteristic of a high end mattress and body conformity, when one lays on their respective side and their partner lays on their side, the bed is going to conform to the individual bodies - that is what it is suppose to do - keep in mind no one is laying in the middle so there is nothing for the middle to conform to so sometimes there appears a slight rise in the middle. This is a standard characteristic for a high end mattress. Our care package states that the mattress will have body conformity that has been the Kingsdown design since 1904. To eliminate the degree of rise in the middle they may want to make sure that they put concentrated weight in the middle so it too will "settle" in and the body impressions will lessen. To the point of the inspector stating it was "defective" the inspector is not an engineer for Kingsdown - they are fact finders only and do not have any authority over how the bed should perform. Mrs. [redacted] has a copy of the report submitted by the inspector and no where on the report is there any mention at all of any defect.
Final Consumer Response /* (4200, 11, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What the mattress has is not normal body impressions. There is a drop of 2.5 inches from the center to one side of the bed and 2 inches from the center to the other side of the bed. I can share pictures showing this. That is not a "slight rise in the middle" as stated by kingsdown - The matress is defective. I know what normal body impressions are - I've slept in mattresses all my life.
Now it looks like you dismiss the opinion of the inspector you sent because he is not an engineer of Kingsdown, then maybe you should send Kingsdown engeneers to look at your product.
Regarding the report, Kingsdown had two specific instructions for the inspector: to check for body impressions and to check for stains. Now - the issue that I have is not body impression, is the whole structure of the mattress that is defective.
Looking at other claims in the Revdex.com, I see other people having the same issue with Kingsdown mattresses.
You should step up to the plate and stand behind your product. By the way, this is our second Kingsdown mattress - with the first one we had a great experience, so we didn't even consider looking elsewhere for replacing it. What a dissapointment...

Initial Business Response /* (1000, 6, 2016/06/17) */
We have had multiple conversations and dialogs with Mrs. [redacted]. Her thoughts are welcomed as long as they are truthful. She has accused Kingsdown of not honoring our warranty and we have. There is not one guideline or sentence in our warranty...

that we did not adhere to when reviewing her claim. She is correct comfort is not warranted not just by Kingsdown but the mattress industry as a whole. Comfort is subjective and although she does not find your bedding to be comfortable, 3 years after her purchase, it may be comfortable to another person. The bedding she purchased is not defective - it is not broken - which is what her warranty is for. It is a structural warranty. We had her bedding inspected by a professional third party inspection company at our expense. This inspection company provides this service for the entire industry. They are unbiased and are responsible for reporting the facts, which they did and we shared with her. We are as transparent with any findings as we can be. They provided photographs and reports to be viewed by our engineers following the guidelines of her/our warranty. Based on all the information provided her bedding is pristine with a very minimal measurement to report. It was recorded at 0" on one side. She has a bed that is in perfect condition but not to her liking any longer As a manufacturer we have done nothing wrong. The bedding is made to it's specification and standards and there is nothing structurally wrong with it. We have shared all the information regarding her inspection with all venues. We 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 90 day comfort program from the date of purchase but her issue is now 3 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 product. We have been in business since 1904 and by the vested interest of all our employees in our products and standards Kingsdown proudly stands behind their warranty. We 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, 5, 2016/07/12) */
IN JANUARY OF 2005 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 2005. PLANTS WERE RE-ENGINEERED AND PRODUCT LINES WERE ALL CHANGED DISCONTINUING THE TWO SIDED MATTRESSES AND REPLACING THEM WITH THE ONE-SIDED. MR. [redacted] 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 2005. 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 2 WHICH WE PRODUCED AND DELIVERED TO HIS RETAILER IN JUNE, 2005.IN JANUARY OF 2015 WE INTRODUCED A SMALL COLLECTION OF BEDS BRINGING BACK THE TWO SIDED MODELS - 9 YEARS AFTER HIS REPLACEMENT AND THEY WERE NOT AVAILABLE IN 2005. WE DID NOT REPLACE HIM WITH AN INFERIOR PRODUCT. IN JUNE OF 2016 MR. [redacted] 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 NORMAL 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 2 sided product, then why did they re-introduce the 2 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 necessary. When 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 3 selections in a 2 sided model because we had a few retailers request it. Kingsdown denied his claim simply because the mattress showed normal 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.

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 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 ISSUE. THE INSPECTOR THAT IS REFERENCED IS NOT EMPLOYED BY [redacted] HOWEVER IN HIS PAST AND STILL IN HIS FUTURE HE INSPECTS BEDDING ON BEHALF OF [redacted]. THE COMPANY HE WORKS FOR WHICH IS [redacted] IS A 3RD PARTY INSPECTION COMPANY THAT DOES INSPECTIONS FOR THE INDUSTRY AS WHOLE (NOT JUST KINGSDOWN) AND THE RETAIL INDUSTRY. [redacted] NOW OWNED BY [redacted] 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. [redacted]'S CLAIM WAS DENIED 1- SHE DID NOT HAVE A STRUCTURAL DEFECT THAT WOULD QUALIFY PER THE WARRANTY GUIDELINES AND 2 - 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.