Sealy, Inc.

Thank you for taking time to contact us, we no longer have a relationship with [redacted]. Please call [redacted] and speak to our Sealy customer service department to start the claims process.  Thank you

Thank you for contacting us in reference to your sleep set. Based on the information you provided mattress fabric / stitching is not covered under the limited warranty. Therefore Sealy will not be able to provide a check or any other type compensation to have your mattress repaired.Respectfully

Initial Business Response /* (1000, 10, 2015/09/01) */
Thank you for contacting us in reference to your warranty claim. As the manufacturer we do not sell directly to consumers. All warranty claims are processed by the retailer from which the item was purchased.
We can contact [redacted] on your...

behalf to determine where they are in the warranty process. It is out understanding [redacted] requires photographs documenting the defect with each claim.
We will contact [redacted] on you behalf to attempt to acquire your claim form and submitted photographs. Once we have reviewed your information we will address how the claim is being handled and offer the retailer suggestions based on the limited warranty.
We cannot guarantee the replacement of your mattress; however, we can make sure the retailer is following the guidelines of our limited warranty.
Initial Consumer Rebuttal /* (3000, 12, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate that the business will contact [redacted] to follow up on the status of my claim, but I do not accept this response as it does not advance the situation in a tangible fashion. It is simply more words and no actual action. If, after Sealy does as they say they will do, I can proceed in advancing my warranty claim with [redacted] or Sealy, I could accept this. So I will accept this response once I find out what Sealy says and tells Sears Holding to do.
I am perplexed by this statement: "All warranty claims are processed by the retailer from which the item was purchased." If the retailer is responsible for interpreting warranty claim issues, then the manufacturer does not guarantee any consistency or equity in the determination of warranty claims.
Please note that I have sent [redacted] a dozen images and many of them more than once. One of their favorite responses is that they are unable to see the image, even though I have sent standard JPG images that are less than 100kb in size.
-- [redacted]
Final Business Response /* (4000, 15, 2015/09/21) */
[redacted]Revdex.com Note: The below rebuttal response was received 09/03/2015 but was incorrectly marked as More Information from the Business.[redacted]
We have received a copy of the report as well as the photographs that were supplied to Sears.
Based on the pictures that were supplied to the retailer, we feel Sears made the correct decision not to replace your sleep set under the limited warranty. Your photographs show you sitting directly on the edge of the mattress. When weight is concentrated to one point, the entry and exit point of the mattress, it does give the appearance the has a deep depression. Also the mattress which you purchased does not have a border wire only the box spring does.

Initial Business Response /* (1000, 5, 2016/04/28) */
Thank you for contacting us. In reference to your warranty claim, your information has been received and forwarded to the territory manager for review and replacement.
Unfortunately refunds are not an entitlement of the limited warranty can...

not be offered by the manufacturer. Since we did not receive the retail value of your sleep set, we could not refund the price you paid to your original dealer.
Please contact customer service at [redacted] if you have additional questions.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They're just trying to avoid their responsibility.
They had no trouble cashing my check for delivery of the new mattress for $140.00, after they said they couldn't fulfill the warranty. They should do the responsible thing and refund my money for the delivery fee, the defective mattress and the other one so that I don't have to do this again..
Final Business Response /* (4000, 9, 2016/05/09) */
Thank you for your response, however the responsibility of the manufacture is to honor the warranty as written. Since refunds are not entitlement of the limited warranty the manufacturer can not supply a refund. Also the warranty states service calls are not covered, therefore the cost for delivery as well as inspection fees are applicable under the limited warranty.
Final Consumer Response /* (4200, 11, 2016/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If the product is manufactured with proven, severely inferior materials, it is incumbent on the manufacturer to make good on the product by replacing it or refunding the money charged to purchase it. To manufacture that product and then charge an outrageous amount for delivery of the replacement product is a poor way to do business but, to refuse to replace the admittedly faulty product is a violation of every marketplace ethic. Sealy has shown an evident lack of concern for it's customers and is living up to the old idiom..."BUYER BEWARE
".

I am rejecting this response because: The warranty that came with my mattress ( [redacted] ) UNDER THE LIMITED WARRANTY. The Limited Warranty is only valid for the original purchaser of the MATTRESS or foundation set, and only covers manufacturing defects in a mattress or foundation when the set is subject to proper handling and normal use in conjunction with a bed farm that provides Continuous support.
Please explain what is covered under your manufacturing warranty.

Thank you for contacting us. Refunds are not an entitlement of the limited warranty and can only be offered through the retailer from which the mattress is purchased. Our warranty cards state "Coverage begins on date of purchase and follows the "Warranty Schedule" found on this card. If Sealy repairs or replaces your sleep set, the Limited Warranty continues from the original date of purchase." If a retailer elects to extend a consumers warranty period beyond that of the manufacturer, the retailer is responsible for service after the manufactures warranty has expired. Sealy does not have a policy for retailers to extend warranties, this is not written any dealer contracts, however may be a policy of the individual retailer. As a manufacturer we feel we have gone above and beyond our standard policy by offering a courtesy replacement to the consumer, therefore our offer stands. We will offer the customer a courtesy replacement for their replacement mattress, however the replacement will not carry a manufactures warranty, since the original warranty period has expired.

I am rejecting this response because:
Hi [redacted] Thank you so much for assistance with this matter.  I am refusing to accept this determination. As I stated in my original complaint - I purchased my original mattress from [redacted] on Main Street in [redacted] in 2006.  In 2011 I started experiencing back pain and sleeping very restless at night.  [redacted] sent someone to my home to inspect my mattress and they deemed it defective.  [redacted] applied a credit to my account and I went back to the [redacted] store in Mohegan Lake and picked out another mattress set and they updated my information in their computer at the store. The mattress in question now is not the original mattress from 2006 it is the replacement mattress that was delivered in 2011.  I have provided all of the necessary photos and information that I have for this mattress and as you can see this one is clearly defective with deep sags.  The [redacted] store is still in [redacted], however, it is no longer called [redacted] and is now called Mattress Firm.  Sealy is trying to state that there is a 10 year warranty on their mattress, however, with this mattress being replaced in 2011 it should absolutely be covered under the warranty. I would truly appreciate your help in this matter as I am experiencing worse pain with this mattress than I did with the first one. Thank you so much.  If you need any other information feel free to call me [redacted]

I am rejecting this response because:In the email below from TJ J[redacted] to me dated 12/4/2017 (and also in my previous response) TJ stated very clearly that I need to provide receipt of a monetary upgrade to prove that the warranty was reset at the time of the upgrade.  I attached the receipt in my response to his email on 12/4/2017 and also in my response to him through Revdex.com on 1/2/2017.  It is also attached again here.  These emails and the receipts I have continuously provided are proof that the warranty is reset for 10 years from date of upgrade on 9/28/2012.  Therefore the replacement is NOT a courtesy, but covered under the warranty.  To be very clear, Sealy has not given me any courtesy whatsoever, in fact the opposite.  Their unfair business practice of delay, stall, ask for the same information multiple times, and contradict is intentionally done to frustrate the victim (their consumers) into giving up - which I will absolutely not do.  As previously stated, I either want a full refund or the sleep set replaced in conjunction with the existing warranty and I will not pay another $150 delivery fee.  This will be the 5th Sealy mattress I've had to replace due to manufacturers defects and I've already paid a total of $600 in delivery charges.  Also, as JT stated in his previous email, the claim will not be closed in 15 days - this is again part of their stall and delay tactic.Email to me from TJ dated 12/4/2017:Thank you for updating us on this claim. 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.My receipt attached again.

Initial Business Response /* (1000, 5, 2016/08/12) */
Thank you for taking time to contact us in reference to your claim. In order for a sleep set to be replaced, it must adhere to the qualifications of the limited warranty.
Based on the information and photographs you provided your sleep set...

does not qualify for replace. Only mattresses that are deemed defective under the limited warranty can be replaced.
Thank you for taking time to contact us.

(The consumer indicated he/she DID NOT accept the response from the business.)
Again, this is not about the mattress sinking. When they sent the person out they sent them to see if the mattress had wear and tear in which it did not. They sent the person to initiate replace. Below is the Complaint as indicated in the previous submission it is not about the mattress sinking as I have not slept on the mattress.
Complaint:
Mr. Ron W[redacted]
Founder & Chairman
[redacted]
[redacted]
Attn: Bait and Switch/ Unfair Sales Practices & Customer Service Inefficiency
Dear Mr. W[redacted]:
My name is [redacted] and I am writing this letter on behalf of my mother.
On 12/29/15 I purchased a Sealy Dadford IL Queen Mattress and an Optimum Gold Queen the cost was $700 with the boxspring. I also purchased a lift chair as well and established a date for pickup from the store.
A delivery was scheduled for January 4th for the mattress and boxspring. The delivery drivers came with a mattress but no foundation therefore I refused the mattress. The drivers told me that they did not have me scheduled for the delivery of boxspring and I would need to contact the store. In the meantime I had gotten rid of my old mattress thinking in expectation of the new mattress/boxspring. I then headed to the story and picked up the chair I purchased.
I contacted the store ([redacted], [redacted]) and the Store Manager indicated that they did not understand why I did not get the boxspring but would contact the warehouse. The next two-days went by and I did not hear from [redacted] regarding the delivery of the mattress and boxspring. Not having the mattress resulted in me sleeping in the lift chair that I had purchased from [redacted].
I then instructed my daughter to call the store in which she did and spoke to a Rob/Ron. He indicated that he would get right on it and that my mattress and boxspring would be delivered in a few days. Another week or so went by and I did not hear from Rob/Ron nor was there a delivery. My daughter then called [redacted] and spoke with another lady and explained the situation and she indicated that she would get on this and resolve the situation. We are now heading into week three and I have been sleeping in the lift chair. It was in that week when the mattress/boxspring was finally delivered. The mattress was set-up and I signed off and the delivery persons left. My son finalized the set-up and make-up of the bed. The first week I tried to sleep on the mattress it was very uncomfortable. I called the store and they said to give it another 30 days or so before wanting to return the mattress. They indicated that sometimes it takes a moment for the body to adjust to the mattress. I attempted to sleep on this mattress and each time my body was extremely sore. I requested that my daughter go up to the store and talk to someone about the mattress and she did. She was told by the customer service representative to give it another 60 days and then see what happens. I did try to sleep on the mattress and it was again - very uncomfortable. I have resulted to sleeping in the lift chair which has allowed me to sleep at night without the discomfort of the mattress.
I wanted to make the mattress work so I thought maybe it should be flipped. I had my son flip the mattress in thinking that this would be a solution. He did and that is when we discovered that the mattress was not the mattress that was originally ordered in the first place. I ordered a coil mattress and I was given a foam mattress. In August, my daughter and I headed to the store with the discovery. My daughter had taken a picture of what looked like was tacked to the foam mattress a barcode. The attached tag indicated this information on the tag (51265251-PPI Dadford II PL (FX) ET (ALT) *See attached*. They immediately started questioning why did we wait 7 months to come to the store and we were told that we would have to contact the customer service center at this number 1-866-787-7930. So we took the information and called the customer service center. I had my daughter call because this entire situation has stressed me. My daughter call the customer service center and they told her that she would need to speak to the manager of the call center. My daughter call the manager and she indicated that since this was our first time calling and that it had been seven months it was absolutely nothing that they could do. My daughter indicated to her that this was not our first time complaining about the mattress and the call center manager to her to "prove it." My daughter then requested to speak to her manager and she indicated that she was the manager of the customer service call center and it was no one else that she could speak with.
I went back to the [redacted] store and wanted to know why couldn't simply provide me the mattress that I paid for and should have received. At reluctance they came to my home to evaluate the mattress to inspect the condition of the mattress. The mattress was in the condition that it was received as I had not been sleeping on the mattress due to total discomfort. The representative begin evaluating the mattress for a sinking problem. I kept insisting that the mattress did not have that problem because I had not slept on the mattress.
After evaluating the mattress they indicated that they would call me. A few weeks went by, I did not receive a call so I called them. They indicated that they were waiting for the evaluation of the mattress to come back and as of this date I have not received any information.
This whole entire situation could have been avoided if I had gotten the boxspring with the mattress that I purchased and (2) upon receipt of the second mattress if it was the right mattress in the first place. I am 84-years of age and dealing with this situation is not only stressful and I've been left to sleep in a chair. Despite this situation I have still maintained my payments on time. I am simply asking that I be given the mattress that I purchased. Yes it has been 7-8 months but I believe had I been given the proper mattress and boxspring this letter would not even be written.
I feel that these types of practices are deceptive and for a person of my age (84) it's something that I've never even experience in terms of customer service. My experience with [redacted], I think I am totally shocked to be honest. From the attitude of the call center manager, to individuals reps not listening at all it has not been a good experience and based on this experience I would not recommend [redacted] to anyone at this point and time.
As I was having my daughter prepare this letter, I started to read on [redacted]. Now honestly, the question is would you have your dad sleep in a chair when in essence he had purchased a mattress. In addition, my daughter read in several articles of you have words like "make a difference, "having a strong brand," and "incredible success stories - well I can attest at this point I don't feel any of those in terms of the service that I have received from your store.
I hope that we can solve this matter as I am exhausted from sleeping in a chair and I simply want the mattress that I was promised by [redacted].
Sincerely,
[redacted]

Thank you for taking time to contact us, at this time it appears our customer service department has authorized the replacement of the customers mattress.

I am rejecting this response because: When we lay on the mattress for a while a deep depression forms under our body. This causes us to experience joint and muscle pain. The depth of the depression will not show up in a photo.

Thank you for taking time to contact us in reference to your warranty claim. An inspection request has been entered for the customers sleep set. As soon as we have the results we will contact the customer to discuss the warranty claim options. Thank you

I am rejecting this response because:
this mattress was received in 2014 therefore is within the warranty

Thank you for taking time to contact us in reference to your sleep set. After reviewing all photographs associated with your claim, it was determined your sleep set did not meet the criteria for being deemed defective. Based on the photographs you submitted your mattress did not exhibit a...

consistent depression to deem your mattress to be defective.

Thank you for taking time to contact us in reference to your sleep set. Based on the limited warranty in order a inner spring or Latex mattress to be deemed defective there must be a body impression of 1.5 inches or greater. Until the mattress meets the criteria of the limited warranty the item is...

not replaced. Please review your warranty certificate if you have any question regarding what is and what is not covered in the limited warranty. At this time we recommend you continue to monitor your sleep set with your authorized dealer who will replace your mattress if it becomes defective based on the limited warranty.

We appreciate you taking time to contact us, however we must inform you that stitching is not covered. Only items specifically listed under "What is Covered" are consider manufacturing defects.Thank you

Thank you for taking time to contact us. In order for us to contact the retailer on your behalf to review your warranty inspection we will need a copy of your sales receipt.
Once we have received a copy of your sales receipt we will contact the retailer on your behalf to determine what steps...

were taken to determined the outcome of your inspection.
We look forward to receiving your information and reviewing your warranty claim.

I am rejecting this response because:
I was told by the sales person that this mattress will stay firm and has 10 year warranty, I was also told if I don’t like it I can return anytime , now dealt team is lying, the sales person didn’t explain me what’s in the warranty , this is fraudulent, I specifically told him that I need a firm mattress and he said it will be firm. Now when I sleep or sit on it it sinks and it is not usable, I am sleeping on the floor now. Sales person totally lied to me.

Initial Business Response /* (1000, 10, 2015/08/11) */
Thank you for contacting us in reference to your sleep set. Based on the information provided we must inform you items purchased in the [redacted] Outlet stores do not carry a manufactures warranty. Items that are sold in the outlets are floor...

samples or "as-is" items.

We appreciate you contacting us in reference to your case and regret to inform you your sleep set does not carry a manufactures warranty. Thank you for taking time to contact us.
Initial Consumer Rebuttal /* (3000, 12, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I purchased the mattress there was no way of knowing that Sealy would not honor an expressed warranty that is stitched on the mattress. Not sure why they would be allowed to sell a mattress without a warranty and not tell the person buying it that Sealy won't stand behind their own product.