Sealy, Inc.

Initial Business Response /* (1000, 7, 2015/08/20) */
Thank you for contacting us in reference to your warranty claimIn order for us to assist you we need to gather background on your claimPlease provide the name of your retailer and your customer numner or sales order number from your receipt
One we receive this information we will contact your retailer to review the process taken to determine the outcome of your claimWe can not guarantee the replacement of your sleep set, however we can determine if the retailer processed your claim correctly
We look forward to looking into your claim
Initial Consumer Rebuttal /* (3000, 9, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have provided the warranty along with the original purchase receiptI am awaiting a reply from sealyI feel as this this matter is not resolved and I won't feel it is resolved until Sealy honors my warranty
Final Business Response /* (4000, 12, 2015/08/31) */
Information forwarded to our Sealy sales representative for reviewWe will contact the retailer to review your warranty claimWe cannot guarantee your item will be replaced, however we will review the process the retailer to determine the outcome of your warranty
We will respond accordingly as soon as we are provided the information we requested from your dealer

I am rejecting this response because: In the first calls to your company I was providing a model number that I received from *** *** *** that was attached to a euro pillow topAfter arguing with the rep when I received the incorrect mattress and even asked to speak with a supervisor which I was told convieniently none were available to speak to reagarding thisI have been sleeping on the couch since the day I received this mattress over weeks ago due to this errorI feel some type of compensation is due to me for the inconvenience as I have not had a good night sleep in weeksI was forced to pay the extra dollars just to get the mattress that I originally requested in the first place putting me in a position where I had no choice but to payThe total amount paid for this mistake is plus the additional equaling which I should have not had to pay as the the only time this was confirmed that I was getting the correct mattress was when I called to confirm and forced to make the additional payment of I asked numerous timesWhen I first called no mention of the euro pillow top was said when I gave the model number off the label from *** *** ***This has to get rectified and compensation resolved or higher powers will come into play

Thank you for contacting us in reference to your sleep setRefunds can only be offered and provided by your authorized dealerBed bug infested beds are not a result of the manufacturing process, after production all Sealy and Stearns and Foster mattresses are heat sealed and delivered in plastic
to ensure the item delivered to our retailers are in a sanitary condition. At this time you will have to continue to work with your retailer and their internal chain to resolve your current complaint

Initial Business Response /* (1000, 5, 2016/03/31) */
Thank you for taking time to contact us in reference to your claimAs stated in the limited warranty service fees are not coveredTherefore the customer is given the option to pickup the item at the closet plant to avoid delivery
cost
Since this is a warranty replacement, Sealy does not offer the option to pick up or reselection a mattresses from a local retailers
Initial Consumer Rebuttal /* (3000, 7, 2016/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Response is the same as original offerNo offer to compromiseIt is a my way or the highway dealI do not understand why Sealy will not work with meI bought the mattress on good faith expecting it to last many yearsWhy should I be punished for Sealy's failure to provide quality goods? The morally right thing to do is to let me pickup one up locally, just as I requestedOtherwise Sealy is just another fly-by-night vendor among the thousands that populate the modern world of business

Thank you for taking time to contact usAfter reviewing the complaint we searched our claims and were unable to determined a claim was ever filed with our offices by the consumerWhat this means is that the customer most likely has filed a claim through her retailer, we would not have record of
the claimOnly the dealer from which the claim was purchased can replace or refund a customer for defective itemAlso the mattress would have to be deemed defective based on the limited warrantyIf the customer would like she can forward a copy of the sales receipt and we will contact the retailer on her behalf to review the claim. Thank you

Thank you for your responseWe requested a copy of the receipt to see if there was any notation from the retailer that they had reset your warrantyYour receipt do not have notated by the retailer that you would qualify for a new manufactures warranty from the date of exchangeFor this reason your warranty would only be valid from your original date of purchase

Thank you for contacting us, unfortunately unless you are able to provide a Sealy claim number we will not be able to assist
We have looked for your information using your last name and several different methods and are unable to determine you have filed a claim through our offices
If you have not filed a claim at Sealy.com we suggest you do so
Thank you

Thanks Revdex.com Teamso mattress discounters was where I purchased the mattress, I went to their store and asked them , they said I have to contact sealyFor me this is total fraudulent, I had literally stressed on the firm ness and they said they will guarantee itNow I am getting kicked aroundYes I did submit to sealy they didn’t want pictures of the mattress while I was sitting or sleeping on it , that’s the true test how much it sinks and dips

In reference to your letter you explained your mattress was inspected and was deemed not to me the minimal requirements for a warranty replacementIn order for a sleep set to be deemed defective there must be a depression of inches or greaterMattresses with less that inch depression are not considered defective and not replacementIf within the warranty period the sleep set becomes defective based on the limited warranty the item is replaced through the retailer

Initial Business Response /* (1000, 7, 2016/03/23) */
Thank you for taking to contact us in reference to the sleep set you purchased at ***Based on the information you provided ***'s was correct in the decision not to replace your sleep set*** limited warranty
In order
for a mattress to be replaced it must have a qualifying defect which is listed in the manufactures limited warranty
Body impression of less that inches are considered and do not qualify for warranty replacementIf needed we can provide a copy of the limited warranty for your records
While it is never pleasant to deny a claim filed by a consumer, it appears *** has correctly serviced your account
Initial Consumer Rebuttal /* (3000, 9, 2016/03/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand the warranty to a pointSealy, because a percentage of people read in bed, realizing this creates a deeper indent, instructs inspectors to measure BELOW indent areaThis tactic reduces resulting measurement depth of indentIf, however, the non read-in-bed consumer had indent measured properly, across indent area, the measurement of depth would be differentWould difference in measuring compromise result? Is the non read-in-bed consumer treated differently? It would seem the company's decision on rule of measurement is not for all consumers(our indent measurement directly across is 1.5)Thus, our measurement is not considered accurateHowever, Co says we have no recourseDoes this seem fair? We question accuracy of measurement!
Final Business Response /* (4000, 17, 2016/04/05) */
If your mattress was inspected months ago it would be to your advantage to contact *** and request a new inspectionWe are not aware of the policy of how often the retailer will allow free inspections
Please contact *** as they will service your account for the entire warranty period
Final Consumer Response /* (450, 21, 2016/04/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Actually, ***'s proposal today is acceptable, but I didn't know if I said "yes" to resolution I would be able to send you this message
We followed your advice and arranged inspectionInspector came today at amInspector said there was definitely a problemCalled ***'s, spoke to rep, then turned phone over to me
Spoke to Terry at ***'sExchange will definitely be made, mattress is defectiveSame type of mattress only, not box springArranged for exchange for 4/21, Exchange #***
We thank you for your expertise and helpWe knew mattress was not right and persistence was rewardedThank you very much

(The consumer indicated he/she DID NOT accept the response from the business.)
There is way more to this complaint that a mattress that is sinking in which it is notI believe I need to provide the entire situation in order to get a complete resolutionIn addition, I would like to have an email address or mailing address to send the receiptMy email address is ***

Thank you for taking time to contact us in reference to your warranty claimWe have spoken with customer and they have agreed to resend you paperwork to replace the entire sleep setYou should be receiving your information via email in the next hoursWe apologize for the confusion and look
forward to resolving your claim.Thank you

Thank you for your response, however we replace mattresses and or boxspring under the terms of our limited warrantyUntil those guidelines are met, you retailer can not offer the replacement of your mattress

I am rejecting this response because: This mattress has been replaced twice since purchase in 2014, it is now sagging once again after just months of being replacedI was told be Sterns and Foster upon calling concerning this matter that" there was nothing they could do, it was too bad I keepm getting defective merchandise"I do not want another Sterns and Foster, I want a refund of riginal purchase price to purchase a quality mattress

Initial Business Response /* (1000, 6, 2016/07/27) */
Thank you for taking time to contact us in reference to your warranty claimAll coverable manufacturing defects are listed in the limited warranty under "What is covered"There is also a "What is not covered" heading also on the limited
warranty, each are clearly listed.\
It is stated in or limited warranty that transportation is not coveredIt is the responsibility of the consumer to cover the cost of transportation
It is the responsibly of Sealy to keep it's employees safe, therefore each individual plant determines if they feel it in their employees best interest to allow customer pickupsUnfortunately Phoenix does not allow customer pickups due to their safety protocol
Initial Consumer Rebuttal /* (3000, 8, 2016/08/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is silly!
They charge one flat fee for deliveryThey want me to pay more than the mattress foundation costs to bring it down the street to me!
I am not sure if I ever got a copy of the warranty from the sellerThe seller, which is now out of business was a dealer of these mattressesShame on me, but I took them at their word.--I still think they should stand by the people that deal their goods and do the right thing
I would be happy with a simple refund for the mattress base so that I could go by the same darn thing without having to pay to have it deliveredAnd like I mentioned, delivery costs about the price of a new mattress foundation
I would still be happy to pick up the mattress myself
Final Business Response /* (4000, 10, 2016/08/16) */
We do appreciate hearing from you, however as state previously, Sealy does not allow plant pifrom our facility
As a manufactures we only have tractor trailers not home delivery trucks, so we can not ship the item directly to you, they have to be transported to a hub for a local delivery company
Our delivery policy is the same for each of our customers and has been the same policy we have had for the last years
You can call customer service at *** and see if there are any options to reduce the cost of delivery, however refunds are not an entitlement of the limited warranty

I am rejecting this response because:
I have sent by FAX the information provided in the original complaint to the retailer - *** *** *** *** located in Morgan City, Louisiana This letter provides all of the requested information on the mattress set in question This is being submitted in lieu of the sales receipt which was used in the original complaintPlease see the attachment

Initial Business Response /* (1000, 14, 2016/01/27) */
Thank you for taking time to contact us in reference to your claimBased on the limited warranty in order for a customer to file a warranty claim you must have the federal law tagAs stated in the limited warranty you must be able to "provide
the law label from the defective item."
Unfortunately it appears your retailer has correctly handled your warranty claim based on the limited warranty
Initial Consumer Rebuttal /* (3000, 16, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue is that the lifetime of the mattresses sold by Sealy's should last longer than or years

Since Sealy does not collect the retail value for the sleep set we can not offer a refund of your retail valueOur warranty states that we will replace the defective part or parts of your sleep set with the closest comparable in the current product lineAlso stated in our warranty is that service fees (inspections, deliveries, removal) is not covered under the limited warrantyPlease contact our customer service department if you would like to proceed with the warranty process

I am rejecting this response because: I sincerely appreciate all of the work the Revdex.com is doing on this case but I have several questions: I want nothing more than for me, my family, friends, acquaintances, and contacts to never have anything ever to do with Sealy again. However, I will not give up my rights to achieve this - never. I have discussed the proposed settlement options with my attorney and he and I strongly believe that we have it in writing (not verbally spoken) that my warranty was reset with the proof of mattress upgrade to Sterns and Foster which I have provided numerous times. We believe this will stand up in court or arbitration which will cost us both a lot more time and will cost Sealy a lot more money Therefore, my question to JT at Sealy is if choose option one, general release, what assurances do I have that I will not receive some dysfunctional mattress from Sealy? They are making me sign a letter of release if I choose this option which gives me no recourse if the mattress shows up either used, distressed, returned, or dysfunctional in some way. I need some guarantee that this will not happen. We feel that it's fair to receive a day warranty replacement to assure that the mattress is a.) not substandard in terms of comparable match to current model b.) not substandard, in relative terms, with regard to quality. Any type of reasonable quality mattress will not sag within days so this is no guarantee of this issue which Sealy has already failed miserably.I realize that this is an option in number two but I'm not going to pay another $to have the mattress delivered and replaced after having gone through this so many times already. I also have it in writing, by the way, that Sealy will waive the delivery fee if I can show the previous replacements, which I also have provided numerous times We can continue going back and forth on this and/or escalate legally or Sealy can give me a day warranty to protect me for receiving a poor quality mattressPlease present this to Sealy and inform them that they have days to decide

Thank you for contacting us, floor model mattresses and mattresses that are sold do not carry any warranty with the manufacturerOn you paper is a stated "This product is sold AS-IS' which means you accept the product in the condition it is in we not warrantyIf you would like to purchase a
new product with a manufactures warranty, please call *** and discuss the nominal fee option