Sealy, Inc.

I am rejecting this response because:   As I have discussed with you many times on phone conversations mattress firm does not involve itself with product defects and referred me to a company called [redacted] , what a joke that was. months ago I called you and was told that you could handle the warranty since mattress firm nor [redacted] would offer any assistance. you were so courteous and kind and wanted me to send pictures and measurements etc. all through the process I told you the law tag was missing and obviously was removed at time of delivery and setup. first denial from you was that the body impressions were not quite where the warranty could apply, but to resend when got worse.  several months past and when the impressions passed the limit I resent claim # and new pictures and obviously you agreed and accepted the warranty , but oh now the law tag was presented knowing full well I was told on the original call months ago it was missing. I am persuing this because of other customers that should be aware of mattress firm,mattress marshall, sealy inc.  practices of warranty deceit and should have the opportunity to look for other products that are covered by warranties. real warranties. your quick,short response now are obviously because you have been caught in this position before with other customers and the online blogs and customer satisfaction ratings and reviews reflect the actions taken so far. i bought this product in good faith,have never presented any sealy product in the past for warranty and expected a sensible warranty adjustment and was told from the beginning that you would take care of this since you sister associates would not take time to handle the situation. cannot imagine mattress firm being on any company product list to sell and represent mattress ads and warranties as they and apparently you now do honor warranties. but these warranties attract unsuspecting consumers to the door to purchase.    sincerely trust that a manufacturer has a greater respect for its product and retailers than has been shown through this example.

Initial Business Response /* (1000, 5, 2016/01/06) */
Thank you for taking time to contact us in reference to your claim. Based on the report we received the inspection agency provided documentation showing the deepest impression on the sleep set was 1 inch. Based on our warranty the mattress must...

have an impression of 1.5 inches or greater.
At this time the mattress is not deemed defective and is not covered under our limited warranty for replacement.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their arbitrary one inch rule may be fine for some people, (one inch may not bother them) but for me it is not and again it is just an arbitrary number.
This is the first I have heard of a "limited warranty" and I have to wonder how limited it is?
The mattress should be 100% after just two years, with no defects.
Monitoring it for six months, which doesn't even make sense, makes me think that they hope that I will buy another mattress from another manufacture or learn to leave with the discomfort give up on getting any satisfaction from Sealy.
Final Business Response /* (4000, 11, 2016/01/12) */
The inspection and inspection photographs have been forwarded to the customer. Unfortunately the sleep set was not deemed defective and can not be replaced under the limited warranty at this time.
Final Consumer Response /* (4200, 13, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have responded to their complete disregard for coustomers before, to no avail.
Sealy has repeatly stated that unless their arbitrary "one and an half inch" measurement is met, they have no intention of replacing the mattress.
They have no regard for the fact that the mattress is extremely uncomfortable and causing pain.
They repeat over and over that I will have to wait six months for them to reconsider the situation. I'm fairly sure that by the six month mark my limited warrenty will have expired, or they are hoping I will have given up and bought another mattress.

Initial Business Response /* (1000, 13, 2016/11/18) */
Thank you for taking time to contact us in reference to your bedding issue. In order for a mattress to be replaced under warranty there must be a qualifying manufacturing defect. Mattress that exhibit a body impression of 1.5 inches or greater...

are consider defective and replaceable.
If you feel your mattress is defective you will need to file a warranty claim with your authorized dealer.
If you have selected a mattress that is not comfortable after sleeping on it, you will need to ask your retailer if they have a comfort exchange policy. Not all retailer participate in the comfort exchange program, therefore you will have to adhere to policy of the retailer from which you purchased.
If you would like to forward us a copy of your sales receipt we can contact the retailer on your behalf to determine your entitlement under the limited warranty.

Thank you for taking time to contact us. After reviewing the claim you filed with our customer service department we must inform you your account has been correctly serviced. Warranty claim filed with our customer service department require an original proof of purchase in order to be process....

Unless a proof or purchase can be provided we can not move forward with your claim. We have reviewed our contact listing and do not show a Tom K[redacted] as a current employee.

Initial Business Response /* (1000, 6, 2016/07/19) */
Thank you for taking time to contact us in reference to your warranty claim. Based on the limited warranty your sleep set does not have the proper support. Our warranty stated that a queen sized sleep set must have at least 5 supporting legs to...

be considered adequate support. The warranty also stated that there must be a 5 equally spaced cross slats when wooden supports are used.
As a courtesy Sealy will authorize the replacement of your mattress only provided you at 2 additional wooden cross slats and a rigid support leg on the center slat that extends to the floor to offer center support to the sleep set.
Thank you for taking time to contact us in reference to your claim.
Initial Consumer Rebuttal /* (2000, 7, 2016/07/20) */
From: [redacted] (mailto:[redacted]@hotmail.com)
Sent: Tuesday, July 19, 2016 3:48 PM
To: Revdex.com
Subject: Re: Revdex.com Complaint Case# [redacted] (Ref#[redacted])
Importance: High
Ms. [redacted],
Hope your day is going well! Sealy, Inc. has made good on their promise to stand by their product and was going to replace our mattress. Please consider this email as a withdrawal of our complaint filed against Sealy, Inc. (Revdex.com Complaing Case# [redacted] (Ref#[redacted])) and kindly initiate the necessary action to withdraw actions made on your part.
We really appreciate your assistance on this case. We feel that we had given enough time period prior to filing this grievance with Revdex.com but due to the most recent extenuating circumstances, Sealy decided to reverse their denial of our claim and grant us our plea after our motion for reconsideration and escalation was denied.
Again thank you so much for your assistance and your invaluable assistance. We really appreciate all your help. Please advise if you have any questions. Have a wonderful day!
Sincerely,
[redacted]
Mobile: [redacted]

Warranty replacement of defective products are an extension of the original purchase. Since your original purchase was in 2006, we must inform you your warranty with the manufacturer has expired.Thank you.

Thank you for taking time to contact us. After reviewing your claim the customer service department has sent a letter to replace your mattress. On multiple occasions the customer service sent emails that showed the exact pictures that needed to be taken. There are only six pictures required and when...

we received the 6 pictures taken exactly like the samples, we are able to quickly determine if the mattress and box spring is defective in a every timely manor. Unfortunately when we are not provided the required six pictures, and we have yet to receive them all, we have to make a determination based on the information at hand. We are replacing the mattresses only and waving removal. We will remove your current mattress from your home for no additional charge. Thank you

Thank you for taking time to contact us in reference to your sleep set. Based on the information your provided we must inform you only mattresses that are deemed defective based on the limited warranty can be replaced. If you would like to provide us a copy of your sales receipt we can contact the...

retailer on your behalf to review the inspection which was performed on your sleep set. We can not guarantee the replacement of your sleep set at this time, however we can review the process your retailer took to determined the outcome of your claim.

Thank you for contacting our offices, based on the information we have received the mattress warranty would have expired in 2016. Warranty replacements are an extension of the original purchase. When a mattress and or box spring is replaced the customer does not receive new warranty from the date of...

replacement. While it is never pleasant to disappoint a consumer, we must inform you the warranty has expired on your sleep set.  Thank you for taking time to contact us.

Initial Business Response /* (1000, 6, 2016/01/19) */
Thank you for taking time to contact us in reference to your sleep set. In order for a mattress to be replaced under the limited warranty it has to be deemed defective.
Since warranty claims are handled through the retailer it is their...

responsibility to process the warranty claim with the Sealy sales rep that services their area. Refunds are not an entitlement of the limited warranty and can only be processed through your original retailer.
We appreciate having the opportunity to respond, however unless the mattress is deemed defective based on the limited warranty, the retailer is not obligate to replace your mattress nor offer a refund.
Initial Consumer Rebuttal /* (3000, 8, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The matress you can see in the one picture I sent is clearly bowing in the middle.Its just that simple. If you don't want to make it right with me I WILL make sure that I NEVER ever purchase a Sealy Matress or anything sealy again. I will also make sure I share your response with everyone I know. That is the most ridiculous response I've ever heard..thanks for nothing..hopefully I will not be crippled in the next 5 years..thanks for giving me a unrestful nights sleep.I think it's totally absurd that you will not take care of an unhappy customer. So much for a customer always being right.
Final Business Response /* (4000, 10, 2016/01/21) */
Your response has been noted, please carefully review your limited warranty to gain a better understanding of what is covered and what is not covered.
Your authorized dealer will continue to provide warranty service for the duration of your warranty period.
Thank you
Final Consumer Response /* (4200, 12, 2016/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand the warranty details you obviously do not care to replace the mattress. You might as well say there is no warranty being that you guys do not care to replace it even though it is bowed in the middle clearly stated in the picture I sent. So point is I guess my hands are tied and there's nothing more I can do or say being that you refuse to replace it. Learn to make better matresses and may be you wouldn't have this problem.

I am rejecting this response because:I will not accept a replacement matress from them. This is the second time their mattress has failed, it has caused me pain on a daily basis and caused me to loose sleep, and this was already the outcome they offered me after a long email process. For these reasons I will not accept anything less than a refund which was and option last time even though the retailer changed (which was their excuse this time). If the Revdex.com cannot achieve this, I will take them to court for the pain and suffering they have caused me. If Sealy would like to give me the same refund option as last time but at a retailer they are doing business with in my area (San Carlos/San Mateo county) I will accept that. But their refund process had changed since my prior return, both matresses have failed, what was a single phone call last time has turned into 2 phone calls and online form and a dosen emails to reach a resolution that isn't as acceptable as last time. I might have even considered their delivery split, had I not had to have fought and worked so hard to get it. For these reasons, I do not wish to do any business with Sealy. I want a refund, and nothing less.

Thank you for taking time to contact us. We are unable to determine the customer has received multiple replacements as stated in the previous email. We are able to determine there has been one prior replacement by the retailer and for that reason we can not waive the delivery fee however we can reduce the cost of delivery from $140.00 to $100.00 for the consumer. The customer would be responsible for any removal charges which is optional if he elects to have the mattress removed.

Thank you for taking time to contact us in reference to your warranty claim. Since we did not collect the retail value of your sleep set we can not provide a refund for your mattress / boxspring, only the retailer from which your purchased could offer that. Also in order to proceed with a warranty...

claim you must be able to provide your federal law tag. As stated in the limited warranty you must retain the law tag to process a warranty claim.

Thank you for taking time to contact us. In order for us to attempt to assist you, we need a full explanation of the situation so we can direct your comments to the correct party.

I am rejecting this response because: Under The Limited Warranty- It states only covers manufacturing defects. This is a manufacturing defect under their Limited Warranty. If Sealy does not cover stitching it should state that in the warranty. We were advised by Mattress Firm this mattress was not manufactured any longer. If they continue to stand behind their products they need to change the warranties to explain to the consumer what is included in "Manufacturing Defects" it leaves it open for Sealy to reject all complaints. Note: Complaints show the problems in your systems and the company should learn from the complaints. YOUR MOTTO SHOULD BE " PUT YOURSELF IN THE CUSTOMER SHOES " Your profits will grow when you have zero complaints.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it.

Mrs. [redacted], Your agreement is with your original retailer and not our corporate offices. Please contact the retailer from which you purchased and discuss the details of your replacement. Our offices are closing your warranty claim case since your retailer has agreed to work with you in this warranty claim. Respectfully, Sealy Escalations

I am rejecting this response because:I have clearly shown the dates of manufacturing on the pictures I provided Sealy. Proving I bought it from them within the warranty period. I bought it direct from them from a Tom K[redacted]. I was informed the process was to send him my check directly. I was then shipped the mattress with NO receipt. If Sealy as a company is not able to keep records of items bought directly bY them and do not even know their former employees (Tom K[redacted]) then how do they expect me to? I have since left the bank that I would have written a check out of. There is no way to get a copy of a check from 7 years ago. They are telling me to go back to my retailer for a receipt but I bought it from them. So again I ask where is my receipt from them?

I am rejecting this response because:I have already talked with them and submitted receipts. Sealey has terrible terrible customer service.

Initial Business Response /* (1000, 9, 2016/04/21) */
Thank you for taking time to contact us in reference to your sleep set. Unfortunately we do not handle warranty claims for [redacted]. [redacted] is not a Sealy authorized dealer and typically only sell items that are discontinued.
We that...

being said, you may want to contact your online retailer to determine how they fulfilled your order. It may be possible the third party dealer my offer warranty to the items they sell on [redacted].
Initial Consumer Rebuttal /* (3000, 11, 2016/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] still sells sealy mattress sets. It was listed on their website as 10 year warrenty also please note below where sealy.com states that [redacted] is a current sealy dealer. (The retailer you originally purchased from is still an active Sealy dealer and able to process your claim)..they refuse to do anything and so does sealy. If the website had been honest and stated no warrenty, I would not have made the purchase.
Sealy, Inc. Consumer Support Department [redacted] Trinity, North Carolina 27370


April 15, 2016

[redacted]
[redacted]
Starkville, MS [redacted]

CL# [redacted]

Dear [redacted],

We have received your claim form and have had an opportunity to review the documents. The retailer you originally purchased from is still an active Sealy dealer and able to process your claim. The original retailer handles all warranty claims unless they are no longer selling Sealy products or you have moved outside of their service area. To initiate warranty service, please contact your original retailer and they will be able to assist you further. Overstock [redacted]

Thank you for taking the time to contact us.

Sincerely,

Sealy/Stearns & Foster/Optimum
Corporate Consumer Support
[redacted]
Final Business Response /* (4000, 13, 2016/04/28) */
Thank you for taking time to contact us. As stated in the letter you received from customer service, your warranty claim is to be handled by [redacted] and their customer service department. Please contact your retailer and request to be connected to their customer service department.
Final Consumer Response /* (2000, 15, 2016/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)