Sealy, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I accept it.This seems relatively fair. I absolutely don't want to deal with Sealy ever again and hopefully a bed directly made from their warehouse to me will be much better than the previous fourI've always expected that the issue was a problem with the 3rd party seller so hopefully this will solve the problem. If not, I don't want to fight this battle again anywayHaving a manufactures date on the law tag of a comparable mattress set, dated after our agreement is perfectly logical and fair with us. This way we have some protection and I'm comfortable with the conclusion. Please send me whatever docs you need me to sign and also guarantee in writing that there will be no cost replacement, including no delivery or removal fees, and we will discontinue our customer relationship. Good day sir.Yours truly,*** ***

Thank you for contacting us in reference to your sleep setWe have ended our relationship with *** *** so all of our warranty claim are filed on line at Sealy.ComBelow is a copy of the link to file a warranty claim. http://www.sealy.com/warranty-service/file-a-warranty-claim Once
the claim is completed we will move forward with determining your entitlement under the limited warranty. Thank you

Our customer service department has forwarded paperwork to replace the consumers mattress

Thank you for contacting us in reference to your claimAfter reviewing the attached photographs, we have contact our customer service department and requested they forward the documentation to replace the mattress only due to manufacturing defectsThank you

Thank you for taking time to contact usWe have agreed to replace your sleep set as a courtesy however we will not be able to extend the warranty periodUnless you can provide documentation from your original retailer stating they we extending your warranty perid from the date of your replacement from we can only honor the original warranty period and courtesy replacement

I am rejecting this response because:
The mattress is so bad that we can not sleep with out discomfort. We paid premium dollars for the mattress only to get the shaft.I under stand this is common with this product and there are a number of complaints with the same problemLooks like we will have to start a class action lawsuitSealy is sweeping this under the rug and passing the problem to the end user.The problem so bad that the Retailer (Mattress Firm) no longer carries this produce due to the high number of complaints

Thank you for taking time to contact usIn order to proceed with replacement you will need to file a claim at Sealy.comPlease provide a copy of your sales receipt along with the replacement letterOnce we have reviewed your information the customer service department will be in contact with you
to determine how to proceed with your claim

I am rejecting this response because: I am waiting for a response to sent pictures

Thank you for taking time to contact us in reference to your claimWe have reviewed all information received and must inform you the manufactures warranty has expiredWe also found the photographs you provided with your warranty claim of the tags on the sleep set is not consistent with the date
the sleep set was purchasedYour sales receipt shows the sleep set you purchased was in 2006, the photographs you provided we for a Stearns and Foster GS Stearns, we did not manufacture the GS Stearns product line in With this information in hand we can determine the sales receipt you provide is not for the product to which you are attempting to file the claim onAt this time we are considering your warranty claim closed. Thank you

Thank you for taking time to contact us in reference to your sleep setUnfortunately on the original retailer would know what was ordered at the time of deliveryOur corporate offices would not have received a copy of the purchase receipt.If the customer would like to forward a copy of the sales receipt to our offices we can contact *** *** on their behalf and review their case.Please forward a copy of the sales receipt to ***@sealy.com attention TJ J***

Initial Business Response /* (1000, 10, 2016/06/08) */
Thank you for taking time to contact us in reference to your warranty claim
Unfortunately we have no record of a claim being filed with our officesIf you would like to forward a copy of your sales receipt we can contact your retailer on
your behalf to evaluate the inspection that was performed
Items not specifically listed in the limited warranty are not coveredBody impressions of less than one and one half inches are considered now contouring to the sleep set
Our warranty also states mattresses that are deemed unsanitary are also not covered under the limited warrantyPlease review your certificate of limited warranty to determine what is and what is not covered
Thank you for taking time to contact our officesWe look forward to reviewing your information with your authorized dealerAt this time we can not guarantee the replacement of your mattress, we can only review the processes taken to determine the outcome of our warranty claim
Initial Consumer Rebuttal /* (3000, 12, 2016/06/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If the defect was located where my body normally sleeps it would make sense to be "Contouring"Since the defect is located on the edge of the mattress, I can no longer sleep close to it without sliding out of the bedI have forwarded the pictures and warranty paperwork to your email :***@stearnsandfoster.com on Jun, 10:PM
Final Business Response /* (4000, 14, 2016/06/28) */
Thank you for contacting usWe are currently researching your information

Initial Business Response /* (1000, 11, 2016/01/04) */
Thank you for taking time to contact us in reference to your claimUnfortunately we are unable to locate a claim in our system under the name providedPlease provide the case number to which your claim was filed
If your claim was filed
with *** *** please provide the case number used with *** *** and we will contact your retailer and review the warranty claim
Also we must inform you based on he limited warranty only the defective part of the sleep set is replaced
Initial Consumer Rebuttal /* (3000, 13, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The case number is: ***
The name associated is ***Please check your records for "***" as well, as this is the misspelled name that has appeared on communications I have received from Sealy
Final Business Response /* (4000, 15, 2016/01/21) */
Thank you for providing additional information on your claimWe suggested to the customer service department to authorize the replacement of the boxspring to your sleep set
Final Consumer Response /* (4200, 17, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sealy has contacted me regarding a replacement boxspringHowever there is a 140$ replacement fee which I believe is unacceptable
Due to the length of time it has been since the original request to have the mattress and boxspring replaced, I have taken the liberty of replacing the boxspring myself so that I could actually use the replaced mattress
The replacement is no longer needed, and I am disappointed in the customer serviceI should not have to request the Revdex.com to get involved just to get a response from Sealy customer service about the warranty of their productThank you

I am rejecting this response because:
I can no longer wait for Sealy to get their act togetherI have waited too long and bent over backwards to accommodate Sealy and make things easier for them, when I am the one sufferingI wake up in the middle of the night in pain, and spend the rest of the day in painIt hurts to stand, it hurts to sit. I have bought a new NON-Sealy mattress, because I could not wait day after day in pain any longer for Sealy I will begin the steps to take Sealy to court, not only to charge them for the new mattress but for the pain they caused me, and the trouble they put me through, all because of their neglegance and failure to operate professionally.This could have been solved weeks ago with a simple refund, but Sealy has been completely unreasonableThey make me wait prolonged periods to reach no better resolution when they know their mattress is causing me painThey clearly have no intention of operating as an honest businessNow they will have to pay much morePerhaps this will be a learning experience for them on how to operate as a proper companySealys response is nothing short of absurdI may not understand the mattress selling market, but denying me a refund because you cant profit off of it? That will get a big laugh in courtI was offered a refund before, I did not agree to your new warrantyI was given a prebroken in mattressI will not risk getting another broken mattress from youYou have wasted my time and caused me painYou have been dishonest and unreasonableYou have made me wait for weeks just to say because you cant profit off your warrantyThats not what a warranty is for

Initial Business Response /* (1000, 6, 2016/07/11) */
Thank you for taking time to contact us in reference to your warranty claimUnfortunately the information provided to you in inaccurateOnly the retailer from which you purchased your sleep set can provide a full refund for the product you
purchased
Since Sealy did not collect the retail value for your sleep set, we are unable to provide a refundAlso refunds are not an entitlement of the limited warranty
Your request for a refund will need to be addressed with *** and their corporate offices
Initial Consumer Rebuttal /* (3000, 8, 2016/07/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sealy's retailer, ***, stated only Sealy can issue a cash refund for defective products and that they can only issue a creditAfter defective products, anything but a refund is not acceptableThis response from Sealy comes across as a game being played by them and their retailerEither Sealy honors the request for a refund or works with their retailer to provide the refundI don't think it is our responsibility to figure this out over their defective products
Final Business Response /* (4000, 10, 2016/07/25) */
Thank you for taking time to contact us, we have read your respond and would like to respond accordingly
Since we are the manufactures and sell on to retailers not directly to customers we do not offer cash refunds as stated in the warranty certificateRefunds can only be offered through the retailer from which you purchased
In cases where items are deemed defective, we offer our direct customer, the retailer, a credit for the defective itemNo cash or check is ever processed from our offices to the retailer
Thank you, at this time we recommend you work through your retailer and their internal chain to determine your entitlement under the limited warranty

Initial Business Response /* (1000, 5, 2015/09/01) */
Thank you for contacting us in reference to your sleep setWe are sorry to hear you are experiencing issue with your mattress
We can certainly contact *** and *** on your behalf to determine if they have followed the guideline of
our limited warrantyBody impressions of greater than inches are coveredHowever impression not equal to or greater than our manufacturing tolerances are not covered
Please review your limited warranty to see what is and what is not coveredPlease provide your customer identification number for your account so we can discuss your claim with *** and ***
Initial Consumer Rebuttal /* (3000, 7, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As per my complaint above you can see that they are following the guidelines which is why I have a problem and Revdex.com complaintPlease advise why all of my previous Sealy mattresses never caused me issues, yet this one does? I find it ridiculous that I need to reach a certain impression, when my back pain is occurring regardless! It makes no senseIf I have nightly back pain, you should take that as enough proof there is clearly something wrong! I want my mattress replaced and if this style has a common issue of "impressions" this one should not be sold! This response is unacceptable and does NOTHING to resolve my issue!

Initial Business Response /* (1000, 5, 2015/06/11) */
Thank you for contacting us in reference to your sleep setStearns and Foster takes great pride in the quality of its products and appreciate hearing from customers who are experiencing a problem of any nature
At present per the inspection
the deepest impression on your sleep set is 7/of an inch and are within manufacturer tolerancesImpressions as well as slight contouring at the entry and exit points are a occurrence in a sleep set and indicate that the upholstery layers are performing as they were designed
At this time your mattress has not been determined to be defective and therefore it is not replaceable under warranty guidelinesSince Stearns and Foster offers no charge inspections every six month, so please continue to monitor your sleep setWe appreciate your concerns and thank you for taking the time to contact us
Initial Consumer Rebuttal /* (3000, 7, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The mattress has been inspected before, starting in 2012, and continues to get worse to sleep onIn a prior inspection, we were told the impressions were an inch deep, and now are being told deepest is 7/of an inchStearns and Foster response is exactly the standard language in their rejection lettersThe fact that the edges allow you to slide off (which S&F states does not happen with their mattress sets) and the fact that the mattress is bulging is being totally ignoredSee last two inspection reports, which are the only reports we have been able to obtain from the companyI am adding these to our complaint, along with photos showing the bulge at the bottomPhotos of the sides are included in the last mattress inspection reportI am also uploading the usual form letters, the oldest both stating the mattress contains foam among other fillers but it should cause only settlingDid it then fluff back up? The mattress has been rotated regularly as have all other mattresses we have ever ownedApologies for the sloppy bed clothing at foot of bed in the photosThere are also two photos of me on the bed, the top one is me laying in my usual sleeping area, if you look at my back pocket you can see only a part of the side seam and a part of the top of the back pocketIn the bottom photo, I have moved to the middle of the bed where the firm ridge still exists, and you can see several inches of my back pocketThere is no support to this mattress
Final Business Response /* (4000, 10, 2015/06/16) */
Thank you for the additional information regarding your claim, however at this time your sleep set does not qualify for warranty replacement
The Stearns and Foster warranty contains all defects that are coverableItems not specifically listed in the warranty as coverable and not considered manufacturing defects
Since it is never pleasant to disappoint consumers our customer service can offer to programs for customers that do not qualify for warranty replacementYou may contact the Stearns and Foster customer service department at XXX-XXX-XXXX and inquiry about the "general release" program or the "nominal fee" program
Respectfully
Final Consumer Response /* (4200, 12, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not accept anything without details from the company on the two programsIf nominal fee program is the one where they will discount a new set to a price that would be what it would cost us to replace this mattress anyway, we are not interested in spending another $or more for any of their products given the poor quality and Sealy's position of not standing behind its productsI will contact the company about the general release program and will respond further after I have the details on that program

Thank you for taking time to contact us in reference to the claim filed with our customer service departmentAfter reviewing the customers warranty claim it appears our customer service has informed her we are replacing the defective part of her sleep setIn this case the customers mattress will
be replaced Thank you

Thank you for taking time to contact usWe have taken time to review your information, however we must inform you that refunds are not an entitlement of the limited warrantyOur customer service department has a agreed to split the cost of deliveryPlease let us know if you would like to move
forward with your replacement order

I am rejecting this response because:
I am as well dissatisfied with this response as before. throughout the process there has been a reluctance to honor the warranty. at the local level and also with tempur-sealy. I feel that this is a company that has much experience in non-compliance of warranty. This is the tyypical theme throughout the process that this company is not and will not warranty their product for one reason or another. law tag is just another reason to deny claims. if this was a real obstacle why was I told this in the beginning as I explained from first phone call that the tag had been removed. was not an issue from the warranty dept service at that time. but I see this is going nowhere and hope to help mattress firm and tempur-sealy customers to be more aware of just how vulnerable they are to non compliance of warranty. not something anyone would expect from a very high profit business. I dont expect any further response from this as I proceed to file complaint with mattress firm as well.  hoping you enjoy your business an hope you have a nice day as well.                                                                                                                                                                                                                                                                    sincerely   [redacted]

Thank you for taking time to contact us in reference to your Stearns and Foster sleep set. After reviewing your information we were unable to determine a warranty claim had been filed with our offices. If your claim was filed with your retailer please provide us a copy of your sales receipt so we...

can contact your retailer and review your case. We can not guarantee the replacement of your mattress as it must be deemed defective based on the limited warranty, however we can review the case to make sure the retailer has correctly handled your claim. Thank you