[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: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
Initial Business Response / [redacted] (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 issuesShe has body impressionsBased on the information that was provided she does not have a "sagging" issueSagging 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 thatShe has measurable but body impressions - her bedding at the time of the inspection recovered as it shouldAs explained to her, it is always disconcerting when someone is not happy with his or her purchaseWith 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 bedAs shoes conform to the unique shape of your feet, they become more comfortable over timeOur sleep systems react the very same wayTo 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." This is not something that a manufacturer of high end bedding makes upIt is a fact and all of Kingsdown's models are made to conform to the body resting on sleep surfaceThis information is covered in our Mattress Care and Warranty information and is industry standard Initial Consumer Rebuttal / [redacted] (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 / [redacted] (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 / [redacted] (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 doIf 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 defectiveWe are contacting our 3rd party inspection company to arrange
Initial Business Response / [redacted] (1000, 5, 2015/12/21) */ We are sending you a copy of the inspection report as his facts are reported to us The inspection company is a 3rd party company that provides this service to the mattress industry overall The purpose for the 3rd party is to gather and report the facts - the individual technician has absolutely no authority at all over the performance of the mattressOur engineers do that based on the facts submitted First fact - the mattress is stained which was one of the first observations sharedWe along with other mattress manufacturers state in our warranty that if the mattress is stained due to any type of fluid - body fluid included regardless of how it will void the product warranty The following is why we state that stains void the product warranty The stain is a result of any type of liquid that the mattress is exposed to - including but not limited to body fluid (sweat), water, juice, urine (human or animal), etc This stain is visible and obvious that it has "gone into the mattress" - you can see it What a penetrating stain will do to a mattress: Spring unit - the spring units used are made of metal and even though they may be a "wrapped" coil unit when exposed to dampness or wet, the spring unit can rust and become damaged resulting in a degradation of the mattress interior and the performance The mattress will begin to "break down" Foams - When foam most especially memory foam is exposed to dampness it will begin to degrade and in conjunction with use every night - compressing and responding will cause fatigue which again will cause a degradation causing the mattress to "break down" Heat, pressure and moisture (caused by whatever liquid penetrated) = deterioration inside the mattress When moisture from a penetrating stain is trapped inside of a mattress, there is the obvious opportunity for mold, mildew and fungus to grow and it will Professional Dry Cleaning will not take care of the interior damage caused by a penetrating stain nor will it address one of the most important issues that a stain can cause which is sanitation Mold, mildew and fungus are part of the story...but human "emissions" also create some potentially bad breeding grounds for bacteria Removing the stain at the surface does nothing to address these potential issues, This is the reason we state that stains "VOID" the product warranty Professional Dry Cleaning will not do anything to maintain a product warranty When someone asks "well what if I get my mattress cleaned" we simply say it may clean the surface but it will not clean the interior The mattress has been exposed to the liquid and the damage is done and the degradation begun therefore the warranty has been voided Second fact is that is support system is inadequate to support the weight of the mattress, box spring and adult bodies Again as we explain in our literature rigid supports are required with center leg(s) resting firmly on the floor It was reported that his slats were thin and there was no center support When Mr [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 representativeThere is never an excuse for bad behavior His claim is denied not because he was rude but because his bed is damaged to due lack of rigid supports and center supports and proper care i.estains He was very cavalier in stating that everyone has stains and that was and we were only hiding behind that We follow the industry and most manufacturers do not warranty product damaged due to fluid Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The poor form shown by me was only in repsonse to the poor form show by the representative spoken to at the manufacuture They will hide behind the warranty instead of doing what is right for the customer Regardless if the representative sent to my house was a 3rd party or not he represented Kingsdown while here This ticket was in the works for some time as they could not get anyone to my house This responce and the response from the manfucuature still does not address these concerns I moved from the point when we placed the ticket to the piont when someone came to the residence The representative said that all things considered there "Would be no problem" getting a repalcement as this one had sag in itIt was told the representative that the frame and slats that the mattress had been on since it's purchase was not on the bed as the movers had swapped out the two frames The stains are barly addressed in the orginal letter from the company but they are tyring to find a reason why they will not cover this warranty repairAfter talking witht he point of sales, [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 / [redacted] (4000, 10, 2016/01/06) */ Kingsdown does not hide behind our warranty we support it As the warranty clearly states any type of stain VOIDS the product warranty This is an industry standard Staining as we previously stated will damage a mattress not to mention the other issues that it causesWe are sorry that Mr [redacted] damaged his mattress and voided his product warranty
Initial Business Response / [redacted] (1000, 7, 2016/06/03) */ In 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 available exposures, the photo processing company reported that only were available to print We paid for the photos and unknowingly thought this was all that Mr [redacted] took - how would we know any different? We do not manipulate information provided to us Regarding the claim in our engineers denied based on the criteria and guidelines set forth in the warranty that applied at the time of purchase - if the mattress was recovering within 1.5" it was doing what it was designed to doBased on the photographs available that is what they determined The standard is when there is no weight applied because any high end bedding is going to conform to any body type laying on itThis decision was communicated to Mr [redacted] in June of 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 / [redacted] (3000, 10, 2016/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well there you are, only of the pictures taken were printable Conveniently , no picture of the sagging or broken pieces Why didn't the company inform me of this? Why didn't they send me another camera, to make sure there customer was taken care of? Its obvious to me and Im sure others reading this whats going on here The company where I bought the mattress which was [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 serviceThe warranty is a jokesince I am retired with plenty of time on my hands I will be seeking legal counsel reference to back injuries and loss of work Someone needs to make a stand Final Business Response / [redacted] (4000, 12, 2016/06/16) */ Mr [redacted] 's mattress is heavily stained His product warranty is voided
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 sidewallAs 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 courtThey 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
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 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 / [redacted] (1000, 5, 2016/08/03) */ KINGSDOWN CANADA AND KINGSDOWN USA ARE TWO COMPLETE SEPARATE ENTITIES THEY ARE NOT ONE AND THE SAMETHIS COMPLAINT NEEDS TO BE FILED WITH KINGSDOWN CANADA NOT KINGSDOWN USA THIS IS NOT OUR PRODUCT LINE NOR OUR RETAIL PARTNERTHANK YOU KINGSDOWN USA
Initial Business Response / [redacted] (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 [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 - 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
Initial Business Response / [redacted] (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 [redacted] 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 / [redacted] (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
Per our letter to Mrs [redacted] 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 [redacted] as well
Initial Business Response / [redacted] (1000, 5, 2016/07/12) */ IN JANUARY OF THE MATTRESS INDUSTRY MOVED TO DESIGNING AND MANUFACTURING ONE-SIDED MATTRESSES THE INDUSTRY FELT PER THE CONSUMER MARKET AND THE AMOUNT OF NEGATIVE COMMENTS ABOUT THEM BEING TOO BIG AND TOO HEAVY TO FLIP AND ROTATE THEY CHANGED KINGSDOWN FOLLOWED SUIT AND WE MADE THE TRANSITION ALONG WITH THE INDUSTRY IN JANUARY OF PLANTS WERE RE-ENGINEERED AND PRODUCT LINES WERE ALL CHANGED DISCONTINUING THE TWO SIDED MATTRESSES AND REPLACING THEM WITH THE ONE-SIDED MR [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 PER OUR WARRANTY IT CLEARLY STATES THAT KINGSDOWN RESERVES THE RIGHT TO USE THE CLOSEST COMPARABLE MATERIALS OR MODELS WHICH WE DID AT THE TIME OF HIS REPLACEMENT THE CLOSEST MOST COMPARABLE TO WHAT HE HAD WAS THE ONE SIDED BODY SYSTEM WHICH WE PRODUCED AND DELIVERED TO HIS RETAILER IN JUNE, 2005.IN JANUARY OF WE INTRODUCED A SMALL COLLECTION OF BEDS BRINGING BACK THE TWO SIDED MODELS - YEARS AFTER HIS REPLACEMENT AND THEY WERE NOT AVAILABLE IN WE DID NOT REPLACE HIM WITH AN INFERIOR PRODUCT IN JUNE OF MR [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 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 / [redacted] (3000, 7, 2016/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) If the one sided mattresses are of equal quality as a sided product, then why did they re-introduce the sided product? the product I currently have is sagging either way it is rotated Kingstown stated the warranty is denied due to the support, but it is on the box spring purchased from Kingstown I can provide the original receipt if necessaryWhen I originally purchased this mattress and box spring, the retailer said it had a "lifetime" warranty Final Business Response / [redacted] (4000, 9, 2016/07/19) */ To address the points made we brought back selections in a sided model because we had a few retailers request it Kingsdown denied his claim simply because the mattress showed body impressions and the support - NOT THE BOX SPRING but the slats that he has the heavy mattress and box spring resting on is not deemed to be adequate and the suggestion was made to add center legs to the slats he currently has or add additional slats to increase his support His claim is denied due to the fact his mattress is not defective and does not qualify under the guidelines of our warranty for replacement Final Consumer Response / [redacted] (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 / [redacted] (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 1/2" AND THE TECHNICIAN COULD NOT RECREATE THE NOISE SHE COMPLAINED ABOUT THEREFORE THEY DENIED HER CLAIMKINGSDOWN DOES HONOR OUR WARRANTY BUT AS IT STATES IF THERE IS A MEASUREABLE INDENTATION THAT IS LESS THAN 1/2" THE MATTRESS IS RECOVERING PER IT'S DESIGN AND IS CONSIDERED TO BE A BODY IMPRESSIONMSWEARY SHOULD HAVE A COPY OF THE WARRANTY AND WHAT IT DOES AND DOES NOT APPLY TO - IT IS ATTACHED TO EVERY MATTRESSIF SHE HAS A COMFORT ISSUE THAT WOULD NOT BE CONSIDERED A DEFECT AND THE STRUCTURAL WARRANTY DOES NOT APPLY TO COMFORTKINGSDOWN 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 AGREEABLEPLEASE LET US KNOW AND WE WILL REQUEST A SERVICE VISIT FROM THEM Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The claim submitted was not because of a comfort issue but because of the sag and the popping of springs in bedNo, the noise was not created when the technician came out, nonetheless that does not disprove the fact the noise does not happenThe technician just leaned on the bed, which is not measurable or comparable to two people on the bed at once and with different weightsThe 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 customersFurthermore, as stated before how can Kings Down measure the "body impression"? Yes, I have a copy of the warranty and I am fully aware of the warranty, which I feel Kings Down failed me as a consumer and misleadKings Down DOES NOT FULLY STAND BY THEIR WARRANTY AND WILL FIND ANY ARBITRARY REASON TO NOT HONORA consumer does not go through these motions unless there is a serious issueIt should not be this problematic and challenging to have a warranty honored! It is shameful that a company that profits in millions challenge loyal customers to this degreeOnce again, I am not asking for a refund I am asking for Kingsdown to honor an equal replacement for this defective mattress Final Business Response / [redacted] (4000, 38, 2016/11/09) */ Ms***'s inspection has proven to have issues that would qualify her bedding for replacementThe Retailer was contacted and the request was made for them to contact her directly to discuss and arrange her exchangeWe were informed that it would be and has been taken care of Final Consumer Response / [redacted] (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 / [redacted] (1000, 6, 2016/06/17) */ We have had multiple conversations and dialogs with Mrs***Her thoughts are welcomed as long as they are truthfulShe has accused Kingsdown of not honoring our warranty and we haveThere is not one guideline or sentence in our warranty that we did not adhere to when reviewing her claimShe is correct comfort is not warranted not just by Kingsdown but the mattress industry as a wholeComfort is subjective and although she does not find your bedding to be comfortable, years after her purchase, it may be comfortable to another personThe bedding she purchased is not defective - it is not broken - which is what her warranty is forIt is a structural warrantyWe had her bedding inspected by a professional third party inspection company at our expenseThis inspection company provides this service for the entire industryThey are unbiased and are responsible for reporting the facts, which they did and we shared with herWe are as transparent with any findings as we can beThey provided photographs and reports to be viewed by our engineers following the guidelines of her/our warrantyBased on all the information provided her bedding is pristine with a very minimal measurement to reportIt was recorded at 0" on one sideShe has a bed that is in perfect condition but not to her liking any longer As a manufacturer we have done nothing wrongThe bedding is made to it's specification and standards and there is nothing structurally wrong with itWe have shared all the information regarding her inspection with all venuesWe as a manufacturer following the industry do not have a comfort warranty - again comfort is so subjective and personal it is not something that can be warrantedWe do know however that through the Retailer they offer a day comfort program from the date of purchase but her issue is now years after her purchase We are sorry she is unhappy with our findings but please know that again the warranty has been honored and as an employee owned company we stand behind our warranty and our productWe have been in business since and by the vested interest of all our employees in our products and standards Kingsdown proudly stands behind their warrantyWe have asked her to kindly please tell us if there is anything in our warranty that we did not honor and we will be happy to address it again
? 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 [redacted] .? They can leave a number if I do not answer.? ?
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.?
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:pm Moving forward, his request will be handled through [redacted] 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 / [redacted] (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 [redacted] 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 / [redacted] (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 [redacted] Final Business Response / [redacted] (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 [redacted] ARRANGING FOR HER OWN INSPECTION AS LONG AS IT IS WITH A CERTIFIED BONDED COMPANY THAT INSPECTS BEDDING Final Consumer Response / [redacted] (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 ***
Initial Business Response / [redacted] (1000, 7, 2016/06/03) */ In 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 available exposures, the photo processing company reported that only were available to printWe 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 usRegarding the claim in our engineers denied based on the criteria and guidelines set forth in the warranty that applied at the time of purchase - if the mattress was recovering within 1.5" it was doing what it was designed to doBased on the photographs available that is what they determinedThe standard is when there is no weight applied because any high end bedding is going to conform to any body type laying on itThis decision was communicated to Mr [redacted] in June of Six years later Mr [redacted] contacts Kingsdown again complaining of his mattress saggingWe 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 warrantyWe went into great detail as to what a penetrating stain will do and why the warranty is voidedThe 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 stainsWe are attaching a copy of the inspection report along with the photographs Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well there you are, only of the pictures taken were printableConveniently , no picture of the sagging or broken piecesWhy 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 hereThe 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 productDO NOT buy this product! Zero customer serviceThe warranty is a jokesince I am retired with plenty of time on my hands I will be seeking legal counsel reference to back injuries and loss of workSomeone needs to make a stand Final Business Response / [redacted] (4000, 12, 2016/06/16) */ Mr [redacted] 's mattress is heavily stainedHis product warranty is voided
[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: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
Initial Business Response / [redacted] (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 issuesShe has body impressionsBased on the information that was provided she does not have a "sagging" issueSagging 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 thatShe has measurable but body impressions - her bedding at the time of the inspection recovered as it shouldAs explained to her, it is always disconcerting when someone is not happy with his or her purchaseWith 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 bedAs shoes conform to the unique shape of your feet, they become more comfortable over timeOur sleep systems react the very same wayTo 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." This is not something that a manufacturer of high end bedding makes upIt is a fact and all of Kingsdown's models are made to conform to the body resting on sleep surfaceThis information is covered in our Mattress Care and Warranty information and is industry standard Initial Consumer Rebuttal / [redacted] (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 / [redacted] (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 / [redacted] (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 doIf 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 defectiveWe are contacting our 3rd party inspection company to arrange
Initial Business Response / [redacted] (1000, 5, 2015/12/21) */ We are sending you a copy of the inspection report as his facts are reported to us The inspection company is a 3rd party company that provides this service to the mattress industry overall The purpose for the 3rd party is to gather and report the facts - the individual technician has absolutely no authority at all over the performance of the mattressOur engineers do that based on the facts submitted First fact - the mattress is stained which was one of the first observations sharedWe along with other mattress manufacturers state in our warranty that if the mattress is stained due to any type of fluid - body fluid included regardless of how it will void the product warranty The following is why we state that stains void the product warranty The stain is a result of any type of liquid that the mattress is exposed to - including but not limited to body fluid (sweat), water, juice, urine (human or animal), etc This stain is visible and obvious that it has "gone into the mattress" - you can see it What a penetrating stain will do to a mattress: Spring unit - the spring units used are made of metal and even though they may be a "wrapped" coil unit when exposed to dampness or wet, the spring unit can rust and become damaged resulting in a degradation of the mattress interior and the performance The mattress will begin to "break down" Foams - When foam most especially memory foam is exposed to dampness it will begin to degrade and in conjunction with use every night - compressing and responding will cause fatigue which again will cause a degradation causing the mattress to "break down" Heat, pressure and moisture (caused by whatever liquid penetrated) = deterioration inside the mattress When moisture from a penetrating stain is trapped inside of a mattress, there is the obvious opportunity for mold, mildew and fungus to grow and it will Professional Dry Cleaning will not take care of the interior damage caused by a penetrating stain nor will it address one of the most important issues that a stain can cause which is sanitation Mold, mildew and fungus are part of the story...but human "emissions" also create some potentially bad breeding grounds for bacteria Removing the stain at the surface does nothing to address these potential issues, This is the reason we state that stains "VOID" the product warranty Professional Dry Cleaning will not do anything to maintain a product warranty When someone asks "well what if I get my mattress cleaned" we simply say it may clean the surface but it will not clean the interior The mattress has been exposed to the liquid and the damage is done and the degradation begun therefore the warranty has been voided Second fact is that is support system is inadequate to support the weight of the mattress, box spring and adult bodies Again as we explain in our literature rigid supports are required with center leg(s) resting firmly on the floor It was reported that his slats were thin and there was no center support When Mr [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 representativeThere is never an excuse for bad behavior His claim is denied not because he was rude but because his bed is damaged to due lack of rigid supports and center supports and proper care i.estains He was very cavalier in stating that everyone has stains and that was and we were only hiding behind that We follow the industry and most manufacturers do not warranty product damaged due to fluid Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The poor form shown by me was only in repsonse to the poor form show by the representative spoken to at the manufacuture They will hide behind the warranty instead of doing what is right for the customer Regardless if the representative sent to my house was a 3rd party or not he represented Kingsdown while here This ticket was in the works for some time as they could not get anyone to my house This responce and the response from the manfucuature still does not address these concerns I moved from the point when we placed the ticket to the piont when someone came to the residence The representative said that all things considered there "Would be no problem" getting a repalcement as this one had sag in itIt was told the representative that the frame and slats that the mattress had been on since it's purchase was not on the bed as the movers had swapped out the two frames The stains are barly addressed in the orginal letter from the company but they are tyring to find a reason why they will not cover this warranty repairAfter talking witht he point of sales, [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 / [redacted] (4000, 10, 2016/01/06) */ Kingsdown does not hide behind our warranty we support it As the warranty clearly states any type of stain VOIDS the product warranty This is an industry standard Staining as we previously stated will damage a mattress not to mention the other issues that it causesWe are sorry that Mr [redacted] damaged his mattress and voided his product warranty
Initial Business Response / [redacted] (1000, 7, 2016/06/03) */ In 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 available exposures, the photo processing company reported that only were available to print We paid for the photos and unknowingly thought this was all that Mr [redacted] took - how would we know any different? We do not manipulate information provided to us Regarding the claim in our engineers denied based on the criteria and guidelines set forth in the warranty that applied at the time of purchase - if the mattress was recovering within 1.5" it was doing what it was designed to doBased on the photographs available that is what they determined The standard is when there is no weight applied because any high end bedding is going to conform to any body type laying on itThis decision was communicated to Mr [redacted] in June of 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 / [redacted] (3000, 10, 2016/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well there you are, only of the pictures taken were printable Conveniently , no picture of the sagging or broken pieces Why didn't the company inform me of this? Why didn't they send me another camera, to make sure there customer was taken care of? Its obvious to me and Im sure others reading this whats going on here The company where I bought the mattress which was [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 serviceThe warranty is a jokesince I am retired with plenty of time on my hands I will be seeking legal counsel reference to back injuries and loss of work Someone needs to make a stand Final Business Response / [redacted] (4000, 12, 2016/06/16) */ Mr [redacted] 's mattress is heavily stained His product warranty is voided
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 sidewallAs 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 courtThey 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
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 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 / [redacted] (1000, 5, 2016/08/03) */ KINGSDOWN CANADA AND KINGSDOWN USA ARE TWO COMPLETE SEPARATE ENTITIES THEY ARE NOT ONE AND THE SAMETHIS COMPLAINT NEEDS TO BE FILED WITH KINGSDOWN CANADA NOT KINGSDOWN USA THIS IS NOT OUR PRODUCT LINE NOR OUR RETAIL PARTNERTHANK YOU KINGSDOWN USA
Initial Business Response / [redacted] (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 [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 - 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
Initial Business Response / [redacted] (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 [redacted] 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 / [redacted] (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
Per our letter to Mrs [redacted] 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 [redacted] as well
Initial Business Response / [redacted] (1000, 5, 2016/07/12) */ IN JANUARY OF THE MATTRESS INDUSTRY MOVED TO DESIGNING AND MANUFACTURING ONE-SIDED MATTRESSES THE INDUSTRY FELT PER THE CONSUMER MARKET AND THE AMOUNT OF NEGATIVE COMMENTS ABOUT THEM BEING TOO BIG AND TOO HEAVY TO FLIP AND ROTATE THEY CHANGED KINGSDOWN FOLLOWED SUIT AND WE MADE THE TRANSITION ALONG WITH THE INDUSTRY IN JANUARY OF PLANTS WERE RE-ENGINEERED AND PRODUCT LINES WERE ALL CHANGED DISCONTINUING THE TWO SIDED MATTRESSES AND REPLACING THEM WITH THE ONE-SIDED MR [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 PER OUR WARRANTY IT CLEARLY STATES THAT KINGSDOWN RESERVES THE RIGHT TO USE THE CLOSEST COMPARABLE MATERIALS OR MODELS WHICH WE DID AT THE TIME OF HIS REPLACEMENT THE CLOSEST MOST COMPARABLE TO WHAT HE HAD WAS THE ONE SIDED BODY SYSTEM WHICH WE PRODUCED AND DELIVERED TO HIS RETAILER IN JUNE, 2005.IN JANUARY OF WE INTRODUCED A SMALL COLLECTION OF BEDS BRINGING BACK THE TWO SIDED MODELS - YEARS AFTER HIS REPLACEMENT AND THEY WERE NOT AVAILABLE IN WE DID NOT REPLACE HIM WITH AN INFERIOR PRODUCT IN JUNE OF MR [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 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 / [redacted] (3000, 7, 2016/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) If the one sided mattresses are of equal quality as a sided product, then why did they re-introduce the sided product? the product I currently have is sagging either way it is rotated Kingstown stated the warranty is denied due to the support, but it is on the box spring purchased from Kingstown I can provide the original receipt if necessaryWhen I originally purchased this mattress and box spring, the retailer said it had a "lifetime" warranty Final Business Response / [redacted] (4000, 9, 2016/07/19) */ To address the points made we brought back selections in a sided model because we had a few retailers request it Kingsdown denied his claim simply because the mattress showed body impressions and the support - NOT THE BOX SPRING but the slats that he has the heavy mattress and box spring resting on is not deemed to be adequate and the suggestion was made to add center legs to the slats he currently has or add additional slats to increase his support His claim is denied due to the fact his mattress is not defective and does not qualify under the guidelines of our warranty for replacement Final Consumer Response / [redacted] (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 / [redacted] (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 1/2" AND THE TECHNICIAN COULD NOT RECREATE THE NOISE SHE COMPLAINED ABOUT THEREFORE THEY DENIED HER CLAIMKINGSDOWN DOES HONOR OUR WARRANTY BUT AS IT STATES IF THERE IS A MEASUREABLE INDENTATION THAT IS LESS THAN 1/2" THE MATTRESS IS RECOVERING PER IT'S DESIGN AND IS CONSIDERED TO BE A BODY IMPRESSIONMSWEARY SHOULD HAVE A COPY OF THE WARRANTY AND WHAT IT DOES AND DOES NOT APPLY TO - IT IS ATTACHED TO EVERY MATTRESSIF SHE HAS A COMFORT ISSUE THAT WOULD NOT BE CONSIDERED A DEFECT AND THE STRUCTURAL WARRANTY DOES NOT APPLY TO COMFORTKINGSDOWN 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 AGREEABLEPLEASE LET US KNOW AND WE WILL REQUEST A SERVICE VISIT FROM THEM Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The claim submitted was not because of a comfort issue but because of the sag and the popping of springs in bedNo, the noise was not created when the technician came out, nonetheless that does not disprove the fact the noise does not happenThe technician just leaned on the bed, which is not measurable or comparable to two people on the bed at once and with different weightsThe 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 customersFurthermore, as stated before how can Kings Down measure the "body impression"? Yes, I have a copy of the warranty and I am fully aware of the warranty, which I feel Kings Down failed me as a consumer and misleadKings Down DOES NOT FULLY STAND BY THEIR WARRANTY AND WILL FIND ANY ARBITRARY REASON TO NOT HONORA consumer does not go through these motions unless there is a serious issueIt should not be this problematic and challenging to have a warranty honored! It is shameful that a company that profits in millions challenge loyal customers to this degreeOnce again, I am not asking for a refund I am asking for Kingsdown to honor an equal replacement for this defective mattress Final Business Response / [redacted] (4000, 38, 2016/11/09) */ Ms***'s inspection has proven to have issues that would qualify her bedding for replacementThe Retailer was contacted and the request was made for them to contact her directly to discuss and arrange her exchangeWe were informed that it would be and has been taken care of Final Consumer Response / [redacted] (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 / [redacted] (1000, 6, 2016/06/17) */ We have had multiple conversations and dialogs with Mrs***Her thoughts are welcomed as long as they are truthfulShe has accused Kingsdown of not honoring our warranty and we haveThere is not one guideline or sentence in our warranty that we did not adhere to when reviewing her claimShe is correct comfort is not warranted not just by Kingsdown but the mattress industry as a wholeComfort is subjective and although she does not find your bedding to be comfortable, years after her purchase, it may be comfortable to another personThe bedding she purchased is not defective - it is not broken - which is what her warranty is forIt is a structural warrantyWe had her bedding inspected by a professional third party inspection company at our expenseThis inspection company provides this service for the entire industryThey are unbiased and are responsible for reporting the facts, which they did and we shared with herWe are as transparent with any findings as we can beThey provided photographs and reports to be viewed by our engineers following the guidelines of her/our warrantyBased on all the information provided her bedding is pristine with a very minimal measurement to reportIt was recorded at 0" on one sideShe has a bed that is in perfect condition but not to her liking any longer As a manufacturer we have done nothing wrongThe bedding is made to it's specification and standards and there is nothing structurally wrong with itWe have shared all the information regarding her inspection with all venuesWe as a manufacturer following the industry do not have a comfort warranty - again comfort is so subjective and personal it is not something that can be warrantedWe do know however that through the Retailer they offer a day comfort program from the date of purchase but her issue is now years after her purchase We are sorry she is unhappy with our findings but please know that again the warranty has been honored and as an employee owned company we stand behind our warranty and our productWe have been in business since and by the vested interest of all our employees in our products and standards Kingsdown proudly stands behind their warrantyWe have asked her to kindly please tell us if there is anything in our warranty that we did not honor and we will be happy to address it again
? 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 [redacted] .? They can leave a number if I do not answer.? ?
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.?
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:pm Moving forward, his request will be handled through [redacted] 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 / [redacted] (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 [redacted] 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 / [redacted] (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 [redacted] Final Business Response / [redacted] (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 [redacted] ARRANGING FOR HER OWN INSPECTION AS LONG AS IT IS WITH A CERTIFIED BONDED COMPANY THAT INSPECTS BEDDING Final Consumer Response / [redacted] (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 ***
Initial Business Response / [redacted] (1000, 7, 2016/06/03) */ In 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 available exposures, the photo processing company reported that only were available to printWe 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 usRegarding the claim in our engineers denied based on the criteria and guidelines set forth in the warranty that applied at the time of purchase - if the mattress was recovering within 1.5" it was doing what it was designed to doBased on the photographs available that is what they determinedThe standard is when there is no weight applied because any high end bedding is going to conform to any body type laying on itThis decision was communicated to Mr [redacted] in June of Six years later Mr [redacted] contacts Kingsdown again complaining of his mattress saggingWe 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 warrantyWe went into great detail as to what a penetrating stain will do and why the warranty is voidedThe 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 stainsWe are attaching a copy of the inspection report along with the photographs Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well there you are, only of the pictures taken were printableConveniently , no picture of the sagging or broken piecesWhy 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 hereThe 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 productDO NOT buy this product! Zero customer serviceThe warranty is a jokesince I am retired with plenty of time on my hands I will be seeking legal counsel reference to back injuries and loss of workSomeone needs to make a stand Final Business Response / [redacted] (4000, 12, 2016/06/16) */ Mr [redacted] 's mattress is heavily stainedHis product warranty is voided