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Reviews Kingsdown USA

Kingsdown USA Reviews (21)

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

Initial Business Response / [redacted] (1000, 5, 2015/11/04) */ Mr [redacted] purchased his bedding in The model he purchased is a "2-Sided" design that is made for "flip and rotate"The criteria per the warranty at that time for an excessive body impression or "sag" was 2"We will be happy to send a copy of the warranty that was in print and applicable to the product lines at the time the bedding was designed, produced and purchasedWhen the industry changed the design and technology in and went to "one sided" bedding the criteria for the excessive indentations or sagging changed to 1/2" due to the design and components used in the beddingThe warranty on our website matches the "current" product line not the line produced in Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/11/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response but the problem isn't the inch and three quarters the problem is three inchesWhen your inspector did the measuring for depression he measured side to side the issue with that measurement is that it doesn't show the defect due to the same problem happening on the sides as the middleThe true measurement needs to be done from head to toeAnd when I did this it was a inch depressionThat can not be normalAnd it is very uncomfortable to useThis was a very high end mattress and I expect it to be replacedI am happy to send pictures or have the inspector come out again Final Business Response / [redacted] (4000, 10, 2015/11/10) */ We don't have a problem having the bedding inspected for the 2nd time however the measured photograph to Mr [redacted] 's point is from the head to toe not side to sideWe are attaching a copy

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

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

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 / [redacted] (1000, 5, 2016/07/12) */ IN JANUARY OF THE MATTRESS INDUSTRY MOVED TO DESIGNING AND MANUFACTURING ONE-SIDED MATTRESSESTHE 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 CHANGEDKINGSDOWN 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-SIDEDMR [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 DIDAT 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 PRODUCTIN 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 SAGGINGHIS COMPLAINT WAS THAT HE COULD NOT FLIP THIS MATTRESS LIKE HE COULD THE TWO SIDED - HE CAN ROTATE IT BUT CAN'T FLIP ITHIS 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 rotatedKingstown stated the warranty is denied due to the support, but it is on the box spring purchased from KingstownI 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 itKingsdown 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 supportHis 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 customersConsider this matter closedi will work to inform as many as possible via social media about the quality and business practices of Kingstown

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

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 issues She has body impressions Based on the information that was provided she does not have a "sagging" issue Sagging as defined yet again throughout the industry is an UNRECOVERABLE INDENTATION that measures greater than 1/2" when there is no weight appliedHer inspection does not show that She has measurable but body impressions - her bedding at the time of the inspection recovered as it should As explained to her, it is always disconcerting when someone is not happy with his or her purchase With high end bedding, a degree of body impression is to be expectedThe bed is designed to conform to your body instead of your body conforming to the bed As shoes conform to the unique shape of your feet, they become more comfortable over time Our sleep systems react the very same way To quote the Better Sleep Council on body impressions, "Many of today's top quality mattresses use extra plush foams, and fibers to create comfort layers designed to cradle your body and relieve pressure In the first few weeks you sleep on a new mattress with extra comfort layers, you will likely notice some degree of body impressions on the surface These impressions are They indicate that the comfort layers are conforming to your body as they are supposed to do, and shouldn't be considered a sign that something is wrong with your mattress." This is not something that a manufacturer of high end bedding makes up It is a fact and all of Kingsdown's models are made to conform to the body resting on sleep surface This information is covered in our Mattress Care and Warranty information and is industry standard Initial Consumer Rebuttal / [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 do If the bedding has measurements of less than 1.5" on either side and all criteria for support have been met that is a recovering mattress which based on industry standard is and is not considered broken or defective We are contacting our 3rd party inspection company to arrange

[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 entitiesWe are not trying to be difficult nor are we trying to frustrate you We will be happy to contact you direct Regards,Kingsdown USA

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

Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ Mrs***'s claim was denied due to the fact that her mattress is covered in stainsDue to the amount of soiling and stains the technician did not feel safe removing the mattress to complete inspectionOur warranty following all other mattress manufacturer's warranties state throughout the care and warranty information that stains and soiling will void the product warrantyThe following is why we along with the industry state that stains void the product warranty The stain is a result of any type of liquid that the mattress is exposed to - including but not limited to body fluid (sweat), water, juice, urine (human or animal), etcThis stain is visible and obvious that it has "gone into the mattress" - you can see it What a penetrating stain will do to a mattress: Spring unit - the spring units used are made of metal and even though they may be a "wrapped" coil unit when exposed to dampness or wet, the spring unit can rust and become damaged resulting in a degradation of the mattress interior and the performanceThe mattress will begin to "break down" Foams - When foam most especially memory foam is exposed to dampness it will begin to degrade and in conjunction with use every night - compressing and responding will cause fatigue which again will cause a degradation causing the mattress to "break down"Heat, pressure and moisture (caused by whatever liquid penetrated) = deterioration inside the mattress When moisture from a penetrating stain is trapped inside of a mattress, there is the obvious opportunity for mold, mildew and fungus to grow and it will Professional Dry Cleaning will not take care of the interior damage caused by a penetrating stain nor will it address one of the most important issues that a stain can cause which is sanitationMold, mildew and fungus are part of the story...but human "emissions" also create some potentially bad breeding grounds for bacteriaRemoving the stain at the surface does nothing to address these potential issues, This is the reason we again along with industry state that stains "VOID" the product warranty Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company never sent a technician out to my house to see about removing my mattress and their is no mold or health hazard only health problem is my back and my husband back hurting from it sagging at the headI agree to let them send a person out only to take pictures the gentleman even agree how bad the mattress was they was going to let me take and send the picture, I only agree for him to come because I thought it would be a quicker process.The gentleman does not work directly for this company he just goes out for several company and takes the pictures of the objectThere is only stains on the mattress not all over itI have always kept a mattress cover over my mattress when the mattress cover slide off it got a stainThis should not stop this company from standing behind there productThis company s only making things up to stop paying for another mattressI feel this company has took my money and I got scam very unhappy with this product and the companyI WILL NEVER USE THIS COMPANY PRODUCT AGAIN

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, 5, 2015/06/26) */ As the manufacturer we were not involved in any of the inspection and decision process. This was performed through [redacted] the retailer directly. We have contacted [redacted] to obtain the results of her inspection for our engineering team to... review. Once we see what is going on we will be happy to respond. The information about the appropriate foundation or support is in our Care and Warranty information provided to the consumer. It is the responsibility of the consumer to know how to properly take care of the product they purchase. We do inform them through our information booklet. When someone purchases a car, they don't rely on the sales associate to tell them how to take care of it - they reference their care manual. Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I think it is unfair of [redacted] and Kingsdown to think that a big bump in the middle of the mattress is ok. It has NOTHING to do with no legs under the support beams. It has EVERYTHING to do with the custom sides and the two not matching. If we never got close - it wouldn't matter but this is unacceptable and I am disappointed with both companies. We were never told that having two custom sides would wear like this after 3 years or we never would have purchased it. Final Business Response / [redacted] (4000, 10, 2015/06/30) */ With all due respect the rise in the middle definitely comes from the lack of support and the fact that one side is very soft and does not have adequate support so it is sinking and the other side is medium firm and is also sinking due to the lack of adequate support. Ms. [redacted] thinks that support is not important but it is - it makes all the difference to how a mattress and box spring performs. Looking at the inspection report and photos both sides have a normal body impression of 1" and as you can see there is a rise right between the two bodies the length of the body. It is interesting that she feels she knows more of how a mattress should perform better than people who have been making mattresses for 111 years. The adequate support is not something we are making up - it is practiced throughout the industry - every manufacturer's warranties stipulate the importance of adequate support. Her bedding is not defective. Final Consumer Response / [redacted] (4200, 17, 2015/07/14) */ From: [redacted] Sent: Monday, July 13, XXXX X:XX PM To: [redacted] @greensboro.bbb.org Subject: Re: Case# : XXXXXXXX [redacted] : I was waiting to hear back from [redacted] They are trying to get us to purchase another mattress with a discount, however, I still feel very strongly that it should be replaced at no cost to us. [redacted]

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

Initial Business Response / [redacted] (1000, 5, 2016/06/15) */ Kingsdown has not nor did we ignore any requestFirst the [redacted] 's were offered a comfort exchange program when they purchased their set through [redacted] - which is a retailer program not Kingsdown'sThey let their comfort exchange opportunity expireNot a fault of Kingsdown's or the retailersThey filed a warranty claim then with [redacted] as their recourse to their comfort issueThe inspection was performed by a 3rd party inspection companyThe 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 forThe [redacted] 's did not like the findings of [redacted] so they contacted Kingsdown stating it was our fault that [redacted] would not honor their claimNow our warranty is industry standard - we are not any differentOne 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 appliedThis is not just Kingsdown it is INDUSTRY STANDARDThe warranty is for RECOVERABILITY of the mattress and as Mrs [redacted] states her mattress is recoveringThere is nothing structurally wrong with her bed it is TOO SOFT FOR THEIR BODIES - this is not the fault of the manufacturerThe mattress is made per the specification and based on ALL INFORMATION provided there is nothing structurally wrongWe have reached out to the retailer for assistance Initial Consumer Rebuttal / [redacted] (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/asking when we can schedule an additional inspection, because the bed is getting worse by the dayThat cannot be very hard to believe when the condition deteriorated so drastically over weeks between the first inspection and the secondWe didn't let anything expire, infact we knew nothing about a comfort warranty until after the fact which we just happened to submit days after the warranty expiresWe submitted a claim because the bed is in such bad condition and we assumed you (as the manufacturer) would take responsibility for your poorly made product and do the ethical and moral thing and give us a refund so we can use a bed that isn't sagging drastically in less than monthsThis has nothing to do with a comfort issue it has to do with the inconsistency of the mattressPer my original note there's about inches in the middle that is not yet sagging which I can sleep onThis was originally how the entire bed felt before it quickly began saggingIn months the bed is already sagging half of the way of "industry standards" that are covered in your year warrantyI cannot even begin to understand why there is even a question here when the bed is simply never going to last that longThe reality of the situation is that there is something wrong with the mattressFurthermore after speaking with Cindy I was informed that you all stand behind the Bed Match system and fully support the resultsWell guess what? We based our purchase off of our results and they failed usSo not only does your Bed Match system (this is in response to your TOO SOFT FOR THEIR BODIES comment) does not work but the quality of your mattress is awful, and cheapWe are expecting for [redacted] and Kingsdown to find a resolutionAs two large companies you would think this wouldn't be so difficultAs a paying customer this is absurd that this has gone on for months now with no resolution and to be given the run around Final Business Response / [redacted] (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 / [redacted] (2000, 11, 2016/07/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you very much!

Initial Business Response / [redacted] (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 expireNot 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 / [redacted] (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/asking when we can schedule an additional inspection, because the bed is getting worse by the dayThat cannot be very hard to believe when the condition deteriorated so drastically over weeks between the first inspection and the secondWe didn't let anything expire, infact we knew nothing about a comfort warranty until after the fact which we just happened to submit days after the warranty expiresWe submitted a claim because the bed is in such bad condition and we assumed you (as the manufacturer) would take responsibility for your poorly made product and do the ethical and moral thing and give us a refund so we can use a bed that isn't sagging drastically in less than monthsThis has nothing to do with a comfort issue it has to do with the inconsistency of the mattressPer my original note there's about inches in the middle that is not yet sagging which I can sleep onThis was originally how the entire bed felt before it quickly began saggingIn months the bed is already sagging half of the way of "industry standards" that are covered in your year warrantyI cannot even begin to understand why there is even a question here when the bed is simply never going to last that longThe reality of the situation is that there is something wrong with the mattressFurthermore after speaking with Cindy I was informed that you all stand behind the Bed Match system and fully support the resultsWell guess what? We based our purchase off of our results and they failed usSo not only does your Bed Match system (this is in response to your TOO SOFT FOR THEIR BODIES comment) does not work but the quality of your mattress is awful, and cheapWe are expecting for [redacted] and Kingsdown to find a resolutionAs two large companies you would think this wouldn't be so difficultAs a paying customer this is absurd that this has gone on for months now with no resolution and to be given the run around Final Business Response / [redacted] (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 / [redacted] (2000, 11, 2016/07/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you very much!

? I am rejecting this response because: Kingsdown does correctly state that the warranty is a "legal document"This is an important admission because, under the warranty, does have legally enforceable obligationsHowever, Kingsdown unilaterally declaring that a warranty is void does not make it soReferring the claim to a retailer who appears to have no obligation nor intent to fully honor a warranty is insufficient to comply with Kingsdown's warranty obligations.?

Initial Business Response / [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 APPLIEDCLEARLY 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 HEARDIT WOULD BE A CONFLICTTHE 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 INSPECTIONTHE DECISION MAKERS ARE OUR ENGINEERSWE HAVE REPORTED TO THE INSPECTOR'S EMPLOYER THAT HE DID SPEAK OUT OF TURN AND KINGSDOWN HAS NO POSITION WITH REPROCUSSIONSWHEN A CLAIM IS FILED WITH US, IT IS CLEARLY STATED THAT THE INSPECTORS ARE THE FACT FINDERS AND OUR ENGINEERS ARE THE DECISION MAKERSMRS [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 WARRANTYTHIS 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

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

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