Sealy, Inc.

Initial Business Response /* (1000, 5, 2015/08/19) */
Thank you for contacting us in reference to your claim. After reviewing your information we looked at the infromation which was sent to our offices. We were able to determine your retailer was [redacted] and that [redacted] had worked with your to replace...

your mattress. Based on our conversation with [redacted] you mattress was replaced 6/10/2015 since that time the retailer state they have not had comtact with you regarding your claim.
Warranty claims must be filed through the retailer store you purchased. Since [redacted] is still an open dealer you need to have the sleep set inspected through them. According to [redacted] the mattress delivered in June is a [redacted]
If your mattress is inspected and deemed defective [redacted] will replace the defective part or parts of the sleep set. Please contact [redacted] to file a warranty claim
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are not listening to my complaint. Obviously they felt it warranted a phone call to me if they had one of their employees contact me the first time, he just did not follow up when I returned the phone call to him three times. [redacted] cannot do anything about this. They said they don't have a mattress that suits my needs. They said the only mattresses they have are those that conform to your body. I am asking if this is true. If there is not a firm mattress, like you used to make, that does not make dents in the mattress every time you move on it. To pay $1000 for a mattress that continues to make dents in the mattress after I just got rid of my mattress that took me 10 years to get this way is to me, a horrible design. I don't know why [redacted] wasn't honest with you because they told me there was nothing more they could do as they didn't sell mattresses that did not conform to your body. So this is it. I will never get a good night sleep again because you make horrible mattresses and don't care that your customer is not satisfied with the product you sell at [redacted] You are not willing to discuss with me other options you might have that are comparable in price? I will never shop at [redacted] again, that is for sure and I will definitely not buy from you again. To think you think nothing of a person spending $1000 for a mattress that is horrible, uncomfortable, and already has dents in it - because of how YOU designed it, not because of some manufactured defect, makes you pretty pathetic as a company. I am not going to be happy until I get a firm mattress that does not conform to my body so that I can have a good night sleep once and for all.
Final Business Response /* (4000, 9, 2015/08/24) */
We have reviewed your respond and would like to respond accordingly. Our warranty clearly states what is and what is not covered. In order for our sleep set to be deemed defective is must have a body impression of 1.5 inches or greater.
If you feel your mattress is defective your retailer will be able to inspect the sleep set and replace the defective part or parts of the sleep set.
All mattresses that are manufactured with foam will contour to a individuals body. If it was not for the ability of the mattress to conform it would be equivalent to sleeping on a surface as hard as a counter top. We manufacturer a wide range of comfort levels from Ultra firm to Plush Euro pillowtops, which our customer are able to select from.
Comfort exchanges are only offered through retailers as a courtesy. Comfort exchanges are not offered by the manufacturer as comfort is subjective.
At this time we recommend you stay in contact with your retailer, [redacted] to determine your future entitlement under the limited warranty.
Final Consumer Response /* (4200, 11, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not happy with this response because this is not the quality of a mattress I have been able to expect from Sealy and [redacted] in the past. I don't feel that this company really cares about their customers or the design of their products.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it.Sealy's response to you contacting them is, however, not correct. All pictures have been provided - as indicated. I have, however, not received a response with regards to the box [spring, which was also reported faulty. Sealy's customer relations are very slow - emails take about a week to be responded to. The wait to get someone on the phone is excessive. I give up trying to replace the box spring and accept the offer of the mattress.Thank you ever so much for your help. I am very grateful!Best,[redacted]

In order to move forward with your warranty claim please visit Sealy.Com and file a claim. You will need a copy of your sales receipt in order for the customer service team to process your information.

Thank you for taking time to contact us, based on the information you have provided it appears the retailer ([redacted]) is trying to assist you in working out your warranty issue. As the manufacturer we authorize our retailer to replace any item deemed defective. Until [redacted] has inspected the sleep set...

to determine if there is a manufacturing defect the warranty replacement by the manufacturer or a retail credit can not be applied to your account by your dealer.Since only [redacted] can authorize a retail credit you will have to continue to work with the retailer and their internal chain.Respectfully

Initial Business Response /* (1000, 5, 2016/04/14) */
Thank you for taking time to contact us in reference to your sleep set. Our Phoenix manufacturing facility was accurate in the information they provided. Since we did not do direct sales to consumers we only have commercial tractor trailers to...

move our merchandise. What this means in we are not equipped to make home deliveries.
When it is determined a consumer will receive a warranty replacement the customer determines with they would like to have the item delivered of it they would like to pick the item up. If a customer elects to pick the item is the order is placed with the plant, put in production and scheduled for pickup. Items that are selected for delivery are routed to a hub, distributed to a local delivery agent the scheduled for delivery. The logistics behind pick up and delivery are completely different.
Although we are sorry to hear the circumstances surrounding you case we can only offer to remanufacture your item. Since this will be considered a new order, it will take approximately 4 weeks to manufacture your item and the delivery fee will be $140.00 as stated on the original paperwork.
Thank you for taking time to contact us, please let us know how you would like to proceed.
Initial Consumer Rebuttal /* (3000, 7, 2016/04/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate your response; however, I diligently tried to schedule a pick up time with your facility when it was convenient for me and they did not respond to my phone calls. Which I left with scheduling and CS. As a matter of fact the woman that called me on the 6th and stated she would research and call me back still has not called. As a customer service manager I would not penalize a customer for a miss by my team. I feel that a fair and reasonable offer would be for us to split the delivery cost.
Final Business Response /* (4000, 9, 2016/04/21) */
Thank you for contacting us, unfortunately since the mattress has already been manufactured it would be the responsibility of the consumer to work with the plant to schedule pickup.

Final Consumer Response /* (4200, 11, 2016/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Absolutely not! I am contacting your CEO and Director of Customer service. First you say I can have it delivered, but when I ask for you to take some of the responsibility of your lack of customer service your response is for me to coordinate with the plant. They do NOT answer or return calls in a timely fashion which how we ended up here to begin with.

After reviewing the customers sales receipt we contact the [redacted] to determine what steps have been taken regarding service to the customer warranty claim.
According to [redacted] customer service department the mattress was inspected in September of this year. At the time of inspection the customer mattress exhibited a 1 inch depression. Based on the limited warranty, in order for a mattress to be deemed defective there must be a 1.5 inch depression or greater. At this time the mattress is not defective and [redacted] was correct in the denial of the warranty claim. The Dadford mattress carries a 10 year non prorated warranty, which means if the mattress becomes defective within that period [redacted] will replace the defective part or parts of the sleep set.
Thank you for taking time to contact us.

Thank you for taking time to contact us in reference to your warranty claim. We have reviewed your claim with customer service and we able to determine you did not provide sufficient evidence to deem your mattress defective. Please review your certificate of limited warranty to gain a better...

understanding of what is and what is not considered defective. Also the warranty claim provide sample photographs to walk you through the process of measurement required and how to provide photo documentation of the sleep set. It may be in your best interest to review the claims process again. Our warranty replaces mattress that are deemed defective only. Our warranty does not replace a mattress for "comfort issues' since comfort is subjective. If you would like to review the warranty claim and resubmit your photographs with measurements we will be glad to revisit your claim.

Initial Business Response /* (1000, 5, 2016/06/28) */
Thank you for taking time to contact us in reference to your sleep set. Since we do not sell directly to consumers, warranty claim are handled through the customer service departments of our authorized dealers. In this case since your mattress...

was purchased through [redacted] you would need to file your claim with [redacted]. The toll free number for the [redacted] customer service department is [redacted].
We must also informed you only items specifically listed in the "Certificate of Limited Warranty" are covered. Only mattresses that are deemed defective are replaceable under the our warranty.
Refunds are not an entitlement under the manufactures warranty. Since Sealy does not collect the retail value of your sleep set, only the retailer from which you purchased the item can offer a refund.
Respectfully.
Initial Consumer Rebuttal /* (3000, 7, 2016/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sealy should not continue to manufacture such low quality mattresses that damage people's back! I will not buy a Sealy again!

As stated previously, if the customer would like to provide documentation stating the warranty period starts over we can review the paperwork. If the general release option is agreed upon, we will enter an order with our plant once the agreement is signed and returned. The manufacturing date will be on the federal law tag showing when the item was produced. If the mattress arrives damaged the customer has the right to refuse the mattress at the time of delivery and contact our customer service department. The customer service department will acquire a copy of the bill of lading where the damage will be documented and a new order will be placed. Trial periods are not offered on warranty replacements since the mattress cannot be returned for “comfort issues”. Mattress sold under the terms of the general release carry no manufactures warranty for replacement, therefore no warranty replacement would be offered from the time the mattress is delivered and signed for. Any agreement to waive the delivery fee if the document is provide will be honored. The replacement mattress will carry a 1 year warranty from the date the order is placed.

I am rejecting this response because:
Sealys response is unacceptable. There is much more wrong with the bed than a depression in the mattress. The side of the bed is blown out, there are unacceptable lumps in the bed which cause uneveness, and the bed does not feel anything like the other bed of the same model we also have. This bed must be replaced. Sealy has shown no interest in customer satisfaction.

Initial Business Response /* (1000, 8, 2016/08/12) */
This claim has been forwarded to our risk management department for review.
Risk management will be contacting the customer from this point forward.
Initial Consumer Rebuttal /* (3000, 10, 2016/08/16) */
(The consumer indicated he/she DID...

NOT accept the response from the business.)
To date as of 8/16/16, there has been one initial telephone inquiry from Sealy 2 weeks ago but no communication nor any resolution to contaminated product from 7/19/16 purchase and 7/31/16 registration of complaint.
Final Business Response /* (4000, 17, 2016/08/30) */
This claim has been forwarded to Risk Management, the Sealy customer service department can no longer assist the customer with this claim.
Once the Risk management team has reviewed all information regarding this claim we will provide a copy of their findings.
Final Consumer Response /* (2000, 19, 2016/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2016/03/22) */
Thank you for taking time to contact us. I have looked over the customer claim and it appears we have authorized the replacement of the customer mattress only at this time.
Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it.  Bought a pillow top mattress set in 2011 from a store in my area. It...

comes with a 10 year warranty, excluding , stains, misuse or abuse. I am not happy with the way the mattress has held up with normal use.I have gone two stores ([redacted], formerly [redacted])where purchased, come to find out that the store no longer sells the SEALY brand. I had written a letter to SEALY explaining to them my situation. They wrote back and said they would send someone out to inspect or I could do it myself with a photo diagram they had sent via email, which pertained to taking the bed apart to do measurements and taking pictures of the box spring, mattress and frame. I told them I wasn't able to do that physically and would prefer an inspector to come out. They wrote back and said they don't have any inspectors in my area. LOL That is not my problem and it shouldn't be the consumers issue. That is not very good customer service. I paid for this set and was told and have written docs that it carry's a 10 year warranty. There has been no bending over or following up from consumer dept. I had mentioned in an email that I would like this to be resolved and if not, I would take it to a higher level. They sent back directions on how to measure any damages,take photos and send back for approval, completely disregarded my email. Any reputable company would bend and or go out of their way to accommodate a customer.If I were in a wheelchair and could not physically take off the bed to take pictures, do they expect someone to do that?

Thank you for taking time to contact us in reference to your sleep set. After reviewing the paperwork received as well as the phone calls we were able to determine during your phone calls with our customer service representatives there was no mention of purchasing a Euro Pillowtop mattress. We were also able to determine at the time your payment was being accepted the customer service representative confirm the model name, comfort level and price. Therefore we will not be able to offer compensation, however it does appear you have worked with our customer service department to arrange a courtesy replacement for your current mattress. Thank you

Thank you for taking time to contact us in reference to your sleep set. In order for a mattress to be replaced it must be deemed defective based on the limited warranty. Please review your limited warranty to determine what is and what is not covered. Mattresses that exhibit less than...

an 1.5 inch depression would not be considered defective and therefore not replaceable at the time of delivery. Please continue to monitor your sleep set with your authorized dealer who will replace your sleep set if it becomes defective within the warranty period.

We have reviewed warranty cards prior to 2008 and was able to determine our language does state "in the event that we repair or replace your sleep set, the warranty continues from the original date of purchase". Therefore we must inform you that the warranty on your sleep set has expired.Respectfully.

I am rejecting this response because: I was explicitly told that when I "upgraded" from the Sealy Grand Canal to the Stearns and Foster Ann Marie Luxury Firm set on 9/28/2012 the warranty would reset.  This upgrade cost us additional money (receipt attached).  Sealy customer service asked me to prove that I in fact paid to upgrade on 9/28/2012 by providing a copy of the receipt - which I did immediately.  See excerpt from an email dated 12/4/2017 from Sealy customer service agent:We contacted customer service and they stated they have yet to receive a copy of a sales received that reflects you paid any upgrade fee for your current sleep set. The sales receipt attached to your claim show no upgrade of monetary exchange. Please note without paperwork showing your mattress was upgraded your warranty replacement will no longer carry a manufactures warranty. Once we have received the information referencing your upgrade we can work with customer service on reducing the delivery fee. Thank you, T.J. J[redacted]Executive ServicesTempur+Sealy I immediately resent the attached receipt.  This replacement is covered by the warranty and is NOT a courtesy.  It is a serious drain on my time and resources to constantly fight a battle with Sealy when I have to replace my mattress every year!  To date I have paid $450 in delivery fees for the previous defective mattresses.  I do not feel that I should have to pay another $450 for this replacement.

I am rejecting this response because: This is the same song and dance they gave me on the phone. Sealy never informed me that the warranty was from the date of the original purchase and not on the physical mattress.  If they had I would have requested my money back then and purchased a mattress that actually lives up to their comfort promise instead of trying to weasel out of their warranty with a loophole that they never inform their customers of.  Also, according to their website that policy applies to mattresses purchased after 2008.  What was their policy prior to 2008 and why don't they inform their customers that if you receive a warranty replacement it doesn't start over with a new warranty for THAT mattress.  If a mattress supposedly has a 10 year warranty, how can they use a warranty period on a mattress you no longer have?  This means that, even though they claim to have a 10 year warranty on their mattresses, and they only provided 7 without informing the customer, they are using false advertising.  They either need to inform customers of the policy or direct them to the website.  They did neither.  Look at and send them the picture.  Would THEY like to sleep on this mattress? At this point I would prefer my original purchase price back so I don't have to deal with such a dishonest company.

Thank you for taking time to contact us, based on the information from our customer service department, the customer has been approved for a replace sleep set. The consumer will need to contact the customer service department at [redacted] to move forward with the warranty replacement...

process.

Thank you for taking time to contact us in reference to your claim. We have reviewed the photographs submitted wit you customer service department and determined all required photographs have not been submitted. There are 6 distinct photographs required to in the claims process. Based on the...

information we have received the pictures of your boxsspring and frame have not been received. Also the picture you submitted does not show a depression of greater than 1.5 inches which is required to deem a mattress defective.We have emailed you a copy of the required photographs for warranty claims if you would like to review the photographs you provided and include the remaining required pictures. As a reminder, there are only 6 pictures we require in order to make a disposition on your warranty claim.Also the information provided to you by your previous retailer is not accurate as we do not regularly send inspectors to consumers homes. Since inspection agencies typically cover certain regions we do not have contracts third party agencies over the entire US.