Sealy, Inc.

Initial Business Response /* (1000, 10, 2015/06/01) */
Thank you for contacting us in reference to your sleep setAfter reading your complaint we have contacted the retailer for a copy of your inspection reportAt this time we are awaiting the paperwork from your inspection, once that is received
we will contact you with
We can't guarantee you the replacement of your sleep set, however we will review the process that was taken in determining the outcome of your claim
Initial Consumer Rebuttal /* (3000, 18, 2015/07/06) */
***Document Attached***
I did not receive notice from Revdex.com that the company responded to here is my responseThe mattress was not slightly bulging, it's bursting out on the side, I sleep on an angle! However value city is refunding the money in the mattress but I am still upset that I am being told I need to pay to remove the mattress and no one is reimbursing this expenseWhy does no one seem to unde Stand if the mattress wasnt bulging at the sides we wouldn't be asking for someone to do something!!!!! Value city says "we can't take it because t had a stain" well I have to find someone to junk it but why is it not being reimbursed? I wouldn't be doing this if it weren't broken! The woman from value city had the nerve to say to me "well you have to take some responsibility on this", why, because the mattress broke I have to take ANY responsibility? We're happy with the refund, were upset we have to find someone to take the old mattress and in no way do we consider this closed and satisfiedWe would only feel that way if we didn't fight for s year over this and not one penny came out of our pocket for a defective mattress
Here's a picture of my wonderful S&F mattress I get to sleep on every night that I have to pay to dispose of

I am rejecting this response because:
I have spoken to several people at the companyEverytime they stated I only need a picture showing the width of the impression, which I didNow my other pictures are not sufficient? How many times do I need to resubmit pictures for them to be up to your standards? My bed has an unnatural impression greater than inches and needs to be replaced

Initial Business Response /* (1000, 5, 2016/06/22) */
Thank you for taking time to contact us in reference to your warranty claim
In order for the sleep set to be deemed defective it must have a qualifying defect as listed in the Certificate of limited warrantyItems not specifically listed
in the limited warranty are not covered
Stearns and Foster warranty claims are handled through the retailer from which they are purchasedIn this case *** would hold your warranty inspection not Stearns and FosterIf you would like to forward a copy of your sales receipt we can call the retailer on your behalf and review your inspection reportWe can not guarantee the replacement of your sleep set, however we can make sure the processes that we taken to determine your warranty outcome was correct

Thank you for taking time to contact us in reference to your sleep set and the retailer you purchased from. We sorry to hear you are not completely satisfied with your sleep set and would like to respond accordinglyBody impressions are to a sleep set and means the foam layers are
conforming to the way you sleep for the most number of hours in a nightBody impressions does not mean the mattress is defectiveAs a manufacturer have tolerances that are within industry standards for a mattress to be deemed defective. Since you retailer is an open and active dealer, the warranty claim was processed by the dealer and the third party inspection agency they have a contract withThe agency hired by the retailer has no obligation to provide us any details surrounding your caseThe inspection agencies contract is with the retailer, therefore the only information they can provide us is if the mattress is defective or not. In order to be fair to each consumer that purchases our products we ensure each product that leaves our manufacturing facility has a federal law tag and a copy of the limited warranty so consumers and review what is and what is not covered regarding their sleep setIf you for any reason do not have a copy of your limited warranty card you can review your warranty coverage on our website. Thank you

Initial Business Response /* (1000, 5, 2016/05/09) */
Thank you for taking time to contact us in reference to your sleep setBased on the information you provided we reviewed your account and we able to determine your claim has to be processed through your authorized dealer
Since we do not
sell directly to the public all warranty claims are processed through our authorized dealersSince you had taken time to send your claim to our offices, the pictures were reviewed and we are unable to determine a manufacturing defectAll coverable manufacturing defects are listed in the certificate of limited warrantyItems not specifically listed are not covered under the manufactures warranty
We suggest your continue to monitor your sleep set with your authorized dealer, who will replace the defective part or parts of the sleep set, based on the limited warranty
Initial Consumer Rebuttal /* (3000, 7, 2016/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
your website advises to contact manufacturer in case retailer is unable to helpAlso, could you please give me specifics of what manufacturing defect you are unable to determine based on the pictures? There is a clear impression of about 2-inch clearly measured and displayed on picture and pictures shared meet all requirements mentioned on your website
It would be great if you could call me and we can discuss it
Regards,
***
Final Business Response /* (4000, 9, 2016/05/23) */
Thank you for contacting usIn the event the retailer is no longer a dealer, stopped caring our product or you have moved from their service area, yes you are suppose to contact the manufacturerWhen the retailer is an open and active dealer and they are processing your warranty claim you warranty claim is processed solely by the authorized dealer
Manufacturing defects are listed in the "Certificate of Limited Warranty' items not specifically listed in the warranty are not coveredYou will need to address your warranty issue with the retailer from which you purchasedOur retailers work closely with our Sealy/Stearns&Foster sales representative to determine what can and cannot be replaced under the limited warranty
Final Consumer Response /* (3000, 12, 2016/06/10) */
I have worked with your retailer over past two weeks and despite they approved my claim, they are still unable to process it since there was a missing serial number which no one knows where to find on mattressHence, I request you to kindly discuss the matter directly with me and help find a resolutionPlease contact me at +***
Appreciate it,
Kind regards,
***

Thank you for taking time to contact us in reference to your sleep setAfter reviewing your claim we were unable to determine a warranty claim was filed with our officesPlease provide your warranty claim number, if you do not have a warranty claim with us, you may provide a copy of your sales
receipt and we can contact your retailer on your behalf. Thank you

Thank you for taking time to contact usIn order to file a warranty claim you must provide a copy of your original receipt from an authorized dealerSealy customer service department would not have the ability to determine your sleep set was purchased from SleepysOrders that are faxed to
our plants are not customer specific they are retailer batched ordered which does not have a specific purchaserIn order for us to proceed please provide an original proof of purchase

Initial Business Response /* (1000, 8, 2015/12/07) */
Thank you for taking time to contact us in reference to your claimWe are in the process of contacting our Stearns and Foster sales representative to determine how to address the issue with the customers warranty claim
Once we have a better
understanding we will have this claim properly addressed
Initial Consumer Rebuttal /* (3000, 10, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I look forward to receiving Sealy's sales representative's response
Final Business Response /* (4000, 14, 2016/01/05) */
We have carefully reviewed the customers claim and feel the customer should receive a warranty replacementWe have sent the consumer paperwork authorizing the replacement of their sleep set
Final Consumer Response /* (4200, 16, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We will accept Sealy's offer as long as our defective bed set is replaced with a high quality bed set in a timely manner
We will close this complaint as soon as the bed set is received and found to be of acceptable quality

Initial Business Response /* (1000, 7, 2016/01/19) */
Thank you for taking time to contact us in reference to your claimAfter reviewing your complaint we pulled your warranty paperwork to reviewBased on the images your forwarded to our customer service department the claim was denied due to the
sleep set not meeting the manufactures requirements for warranty replacement
In order for a sleep set to be replaced under the limited warranty there must be a depression of inches or greater, which was not displayed in your photographs
We also must inform you refunds are not an entitlement of our limited warranty, since we did not collect the retail value for your sleep setOnly the original dealer from which you purchased can refund your purchase price
At this time we request that you continue to monitor your sleep set and if it becomes defective with in the warranty period years from your original purchase your mattress and or box spring will be replaced
Initial Consumer Rebuttal /* (3000, 9, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My husband measured the indent again on Sunday (1/17/16)- it is at 5/8" in the one spot that he measuredI can literally feel these "craters" when lying in the bed at night- under my shoulders- the area where my feet are too(as we have turned the mattress several times)- also when lying on my back I can feel something pushing into my lower backThis mattress is "Defective"It is getting worse and I don't feel I should have to be put thru more time of being unable to get a good nights sleep because of itIt is not fair to me(the consumer who pd out $700-$for something that is not goodAlso the"hump" up the middle is NOT - and the company told me you have to sleep in the middle of the bed as well- seems utterly ridiculous as there are people in the bed every night! The pictures really do not show how this looks- why not send someone to inspect it? I also do not feel the company where I purchased it is responsible for a defective mattress- they are the seller not the manufacturer of the product
Final Business Response /* (4000, 11, 2016/01/21) */
After reviewing your response we are in the process of contact independent inspection agencies to determine if we can have your sleep set inspectedIf there are no inspectors in your area we will required additional photographs
As s reminder measurements of defective items can not be taken in buttoned or tufted areas as these areas at the time of purchase are 1/lover than the sleep surface of the mattress
Final Consumer Response /* (2000, 13, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The first mattress that we purchased- as I have told you before- was down about 5" within a month period- and they DID send someone to inspect it- so at that time there was someone in my area to do thisThat is when they agreed to replace it and I also added another $to upgrade - so not to get the same mattress and have the problem again- but hence I doI can do more pictures- but I do not feel they really show all the craters and the hump up the middle- it seems to be more visible when the bed is made up- so I have sent pictures both waysBut I really feel a need for someone to literally come and inspect itI have had family members look at it- and they are shocked by the way it looksI lay in this bed every night- and I can totally tell you my body can feel the craters- and as the days go by they get worsesomething in the mattress is breaking down more and more every dayI also do not think it is fair for me to have to keep being rejected for this claim and told to keep measuring and waiting for it to get worse when I already know it sure isn't going to get better!It has a yr warranty- and I am now heading into the 4th yr- which my 1st complaint was when it was yrs old!Just not fair to me to have to keep trying to sleep on this mattress when it is going down hill fast!

Initial Business Response /* (1000, 5, 2016/02/09) */
Thank you for taking time to contact usAfter reviewing your email we must inform you that mattresses that are deemed unsanitary are not replaced under the limited warranty
If you would like to provide a name, address, phone number and
your sales check number or customer ID number we ill contact the retailer on your behalf and review your claim
We can not guarantee the replacement of your sleep set at this time, however we can review your claim to ensure the retailer has properly adhered to the manufactures warranty
We look forward to your response

Initial Business Response /* (1000, 5, 2015/10/13) */
Thank you for taking time to contact usIn order for a mattress to be replaced it must be deemed defective based on the limited warrantyYour original retailer will have to inspect the mattress again and if falls within the guidelines for
being defective *** *** will replace the defective part or parts of the sleep set
unfortunately refunds are not an entitlement under the limited warranty, therefore the manufacturer can not offer any refunds or compensation, this can only be offer by the retailer which the item was purchased from

I am rejecting this response because: originally I provided the Model number I wanted and the rep assumed it was the plush flat top when she should have confirmed that it was
the plush euro pillow topSince then I had no choice but to pay an additional $on top of the money already paid to get the original mattress that was supposed to be delivered in the first placeI should not have had to pay this fee and am asking for compensation/reimbursement of the all monies paid + due to the original customer service rep not doing her job correctly and confirming the mattress being ordered was the proper oneI have to sleep on the couch untill the new mattress arrives which is supposed to be expedited however I have not yet heard anything on delivery status

Mr*** our warranty replaces defective items and refunds are not an entitlementAs we previously stated we can replacement you mattress as a courtesy, however the replacement product will not carry any additional warranty since your original purchase was in and your mattress had a year
warrantyIf you would like to proceed with the replacement you will need to contact customer service at ***, otherwise we will have to close your claim in days.Respectfully

Thank you for taking time to contact us in reference to your warranty claimAfter reviewing your comments we contacted customer service for Sealy to acquire a copy of the inspection which was performed on your sleep setBased on the third part inspection your sleep set was not deemed defective
The photos and measurements from the inspection show the depression is less than inches which is required by our warranty

Initial Business Response /* (1000, 5, 2016/04/13) */
Thank you for taking time to contact us in reference to your claimIn order for a mattress to be replaced it must be deemed defective based on the limited warranty
Since the retailer inspected the sleep set and deemed the mattress did not
qualify for warranty replacement, you will need to continue to monitor the sleep set with Ortho MattressOrtho Mattress will re-inspect the sleep set and if it is determined the mattress meets the requirements within the warranty period it will be replaced
Initial Consumer Rebuttal /* (3000, 7, 2016/04/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I realize I have no choice but to accept the responseHowever, it still is ridiculous to have spent all that money for a so-called high end mattress only to have to continue with this measuring it continually, waiting for it to get even worse

Initial Business Response /* (1000, 10, 2015/08/03) */
Thank you for contacting us in reference to your warranty claimAfter reviewing your complain we are sory to hear our product did not perform to the standards expected
Since Stearns and Foster does not sell direct to customer, we are
not able to provde refunds directly to consumersOnly the retailer from which you purchased can provide a refund for your sleep set
Typically mattress and or box springs which are deemed defective are replaced under the limited warrantyWe appreciate you are taking time to inform us of your claim, however as the manufacturer and not the retailer from which you purchased, we cannot authorize a refund of your purchase price

Thank you for taking time to contact us in reference to refundAccording to the accounting department your refund was mailed out today and you should receive it the early part of next weekIf you have not received it by Wednesday please call our customer service department at ***.Thank
you

Initial Business Response /* (1000, 5, 2015/06/24) */
Thank you for contacting us in reference to your warranty claimWe have contacted the Customer Service department for Sealy and requested that they replace your mattress
You should be receiving a letter from customer service explaining the
replacement processOnce you have received the letter if you have additional questions please call XXX-XXX-XXXX

I am rejecting this response because:
I have already responded to this and the response from Sealy is not acceptable since it has not changed anything that motivated me to file a complaint with your organization. Please see my email sent to you today regarding this matterThank you again for all your help! God bless you! *** *** *** *** *** *** *** *** *** *** *** ** ***

I am rejecting this response because:Really? A limited warranty? News to usWhen we purchased our Sterns and Foster mattress from ***(now out of business) we were reassured that our $2,000.00 mattress had a sterling warrantyAfter two years of getting the run around and poor customer service, we get the messageYou are not interested in our concerns over this defective mattress or retaining us as a customerLegions of unhappy customers like us can sink this shipAlso,it would have been nice to receive an apology for our time and trouble however