Sealy, Inc.

We have reviewed the notes from our customer service department and it appears the correct replacement has been ordered.

Initial Business Response /* (1000, 10, 2015/08/03) */
Thank you for contacting us in reference to your claim. In order for us to proceed we need background information. Please procive your case number so we can better research your information and determine how to proceed. Your case number will...

begin with the prefix "TS". Once we have this information we can move forward.
If you have not filed a claim directly with Sealy, we will need the name of the retailer, your sales check number and a contact telephone number, so we can discuss your warranty claim.
Initial Consumer Rebuttal /* (2000, 12, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It has taken months to get this resolved, but Sealy has agreed to replace our mattress per the warranty. We received a letter last week that states we have 60 days to find a "comparable" mattress, pay the $140 transportation fee, & wait 6 - 8 weeks for the mattress to be manufactured.
This seems fair, however, it was rather difficult "shopping" for a comparable mattress. I had to call the call center several times with model info to find out if the mattress was "comparable" or if I needed to pay an upgrade fee. And making it even more confusing, every furniture store has different names for their mattresses.
I know that I do not want another pillow top again... ever! Or for that matter, a plush, or a cushion, or any other "foam" top! So we are going to settle on Ashley Furniture's Sealy Sable Firm.
This whole process has not been "customer friendly" & I have no doubt that this whole process benefits Sealy. (We're replacing our $975 pillowtop mattress with a $700 "regular" mattress & paying $140 to have them deliver it; I bet they are disappointed that we're not "upgrading"). But what I do know for a fact is... I will never buy a Sealy product again!

Information forwarded

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

accept it.I finally did get my refund but I just want the co. to now how very unsatisfied I was from the start, (purchase), to the finish of the whole [redacted] process of buying this cheap mattress.I had to do their job and schedule my own pic up of the unwanted mattress, pathetic.

Initial Business Response /* (1000, 7, 2016/02/24) */
Thank you for taking time to contact us in reference to your warranty claim. After reviewing your email we must inform your all claims are handled through the retailer from which they are purchased. Our authorized dealer are train to recognize...

manufacturing defects and provide replacements for items deemed defective based on the limited warranty.

If you would like to provide the name, phone number and your sales order number or sales check number we can contact the retailer on your behalf to review your warranty claim.

We can not guarantee the replacement of your sleep set, however we can review your claim to determine if your claim was properly handled.
Initial Consumer Rebuttal /* (3000, 9, 2016/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am hoping this was an automated response from the business; clearly they did not even read the complaint. As I listed on my complaint, my claim number is [redacted]. My claim was filed directly with Sealy since my retailer is no longer carries their product.
Final Business Response /* (4000, 13, 2016/04/20) */
Thank you for your attention to this, there appears to be a duplicate case in Kentucky I have been responding to.
Kentucky Revdex.com (CASE#: [redacted]
04/19/2016 WEB Revdex.com RECEIVED BUSINESS' REBUTTAL RESPONSE : Thank you for taking time to contact us. After reading your email we must inform you, we pulled your calls to our corporate office and have not been able to determine any of our customer services representative agreed to replace your mattress. Since your mattress was not deemed defective at the time of inspection, a replacement could not be offered.
Our companies policy is a consumer can receive 2 free inspections per year. If you would like to provide the name of the customer service representative you spoke with we can have their calls pulled to verify they agreed to inspect your mattress for free every 90 days.

Hi [redacted], Thank you for the email.  Based on our phone conversation I was surprised wand more frustrated when I saw the last response from Sealy.  I couldn't respond in the system earlier today with the receipts so I called and got the email for Revdex.com.  I sent an email with the receipts to [redacted]. Below is the email I sent and attached to this are the receipts so everything is under the same complaint in your system.  Thanks again for your assistance.  Best, [redacted] I have sent the below email and attached receipts to Sealy separately at least three times since I started this new replacement process back in September 2017.  Because Sealy continues to stall and delay I finally contacted the Revdex.com and opened the complaint on 12/28/2017.  In their latest email to the Revdex.com they are asking again for receipts to which I responded that I will attach again once I re-scan them.  I was not able to do this in the system because I already responded so I called and got this email address.  Following is the email I have sent to Sealy several times and attached are the receipts. My wife started with a new Sealy Grand Canal in 2007. One year later she had to replace due to severe compressions covered by the warranty. She replaced it with another Grand Canal on 1/25/2008 after paying the inspection charge of $50 and $50 delivery charge.  On 9/28/2012 we had to replace the mattress, again due to severe compressions that were covered by the warranty. We then upgraded to a Ann Marie Luxury Firm and paid the difference of $179 plus $50 inspection fee and $50 delivery.  On 4/7/14 we had to replace the mattress with SF due to severe com.  Now in September 2017 we need to replace again and have had to for almost a year but don’t want to go through the entire process again!!  Attached are all receipts.  [redacted]

Thank you for taking time to contact us. After reviewing your claim we have determined your sleep set does not qualify for warranty replacement. Please review the warranty certificate to gain a better understanding of what is and what is not covered. Since your sleep set carries a 10 year warranty...

you can resubmit a warranty claim in 6 months. Thank you

Thank you for contacting us regarding your claim. Unfortunately we are unable to process your warranty claim with out the federal law tag, this information is stated in your warranty card and well as on our website. It was noted in our system at the time you filed your claim that the claim was incomplete and we required additional information. At this time we are closing your warranty claim with customer service. If you are able to find the federal law tag which should be attached to the border of the sleep set or the sticker that attached to tbe bottom of the mattress that states "removal voids warranty" we will reopen and continue to process your warranty claim.

Thank you for taking time to discuss the case regarding [redacted]. Based on our conversation we are prepared to offer the following: ·        General release – this offer provides the customer with a one-time exchange with no manufactures warranty. The customer will have to sign and have the paperwork notarized then returned to our offices. The replacement mattress will not carry a manufactures warranty and we will waive the delivery fee. The customer will be delivered the closet comparable mattress in our customer product line. The consumer does not have the right to select the replacement. No comfort exchange offered on this mattress·        One Time comparable replacement – We will replace the customers mattress with the closest comparable in the current product line. The customer is responsible for paying the delivery fee of $140.00. Once the delivery payment is made we will exchange the new mattress will the existing. The replacement mattress will carry a one year warranty from the date of delivery. No warranty will be offered or extended beyond the date the replacement mattress is delivered. No comfort exchange offered on this mattress·        Nominal fee – We will allow the customer to select the bedding he feels will work best for him and purchase it through our offices at a discounted rate. This mattress will carry a full manufactures warranty from the date of delivery. The customer is responsible for payment of the mattress and delivery before the mattress is ordered. There is not comfort exchange offered on this sleep set and will only be replaced if the mattress becomes defective based on the limited warranty. We have provided 3 possible solutions to resolve this case, please present these to Mr. [redacted]. We look forward to hearing back from you so we can move forward with resolving this claim.

Thank you for taking time to contact us in reference to your sleep set. After reviewing your post we attempted to find a warranty claim that had been processed through our offices. At this time we are unable to determine that a claim has been filed through our offices. Please complete the warranty...

process at StearnsandFoster.com. Once you have completed the warranty phase we will better be able to determine how we can service your claim.

Initial Business Response /* (1000, 5, 2015/05/13) */
Thank you for contacting us in reference to your claim. Based on the information we were able to gather, your sleep set was inspected and was not deemed defective. In order for the sleep set to be replaced it must have a qualifying defect as...

listed in the limited warranty.
Your mattress was inspected and did not qualify for replacement. It appears the customer service department did inform you that Sealy could reinspect the sleep set in 6 months from your previous inspection at no charge. Any inspection within this period is on a pay basis by the consumer.
At this time we recommend that you continue to monitor your sleep set. If the mattress meets the criteria within the limited warranty the defective part or parts of the sleep set will be replaced.

I am rejecting this response because: That information was still not provided upon purchase of the original item.  It was purchased thru [redacted].  Seeing as neither [redacted] or Sealy/Sterns and Foster plan on standing by the advertised "Crafting the Worlds Finest Bed".   I don't see how it is legal to say a mattress has a 10 year warranty then say the warranty is based on purchase date and any warranty replacement only has the time remaining from that date.  Clearly they don't stand behind their product or they would warranty the mattress in hand for their promised 10 year. Obviously there is nothing more you can do.  However know that anyone asking me, I will adamantly warn them away from this company.

Initial Business Response /* (1000, 7, 2016/07/19) */
Thank you for taking time to contact us in reference to your sleep set. After receiving your complaint we pulled your warranty claim for review.
Based on the photographs you supplied with your warranty claim your mattress has a 1/2 inch...

depression and is not considered defective. In order for your Sealy sleep set to be replaced there must be a depression of 1.5 inches or greater.
We appreciate you contacting us in reference to your claim, at this time your sleep set is not defective and is not replaceable under the limited warranty.
Initial Consumer Rebuttal /* (3000, 9, 2016/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I bought my mattress the company told me it has 20
Years warranty on the mattress after 15 months of it has 2
Inch of depression I contacted Sally they are telling me it's
Not defective . Sealy company is con artist others should be
Aware of their practice.
Final Business Response /* (4000, 11, 2016/08/01) */
[redacted]Please see attached image from the business.[redacted]
Thank you for your response, you claim was denied based on the pictures that were sent with your warranty claim. Your picture clearly showed up to but not exceeding one half inch.
Until your mattress is deemed defective based on the limited warranty not replacement can be offered under the limited warranty.
Final Consumer Response /* (4200, 13, 2016/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they did not offer anything to resolve the issue

Thank you for taking time to contact us in reference to your warranty claim. In order for a mattress to be replaced under the limited warranty it must meet the criteria for being defective. Based on the photographs your provided your mattress does not qualify for warranty replacement. Body...

impression of less than 1.5 inches are consider normal and reflect the mattress contouring to your body and the way you sleep on your mattress for the most number of hours. Based on the pictures your provided rotating your mattress 180 degrees could also be a benefit to extending the life of your sleep set. We have been unable to locate a third part inspection agent that services your area, therefore we require photo documentation to determine if the sleep set is defective. At this time we can not replace your mattress under the limited warranty. If your would like to purchase a mattress at a discounted rate please contact our customer service department at [redacted] and inquiry about the nominal fee program.

Initial Business Response /* (1000, 11, 2015/12/22) */
Thank you for taking time to contact us. We have looked in our system and are unable to determine that a warranty claim has been filed with our offices.
If the customer would like to provide the name of the retailer the mattress was...

purchased from we will be glad to contact them on his behalf to review the warranty claim process.

Initial Business Response /* (1000, 5, 2015/08/04) */
Thank you for contacting us in reference to you concerns with your adjustable base. We are current researching your claim and will have the customer contacted as soon as we are able to determine the correct clear path.
Initial Consumer...

Rebuttal /* (3000, 7, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is my understanding that the adjustable bed bse was ordered and sent to a shipping company in Austin Texas. I live in Grand Prairie Texas and my address was on the warranty claim. Why they sent the bed to a shipping company in Austin Texas I do not know. Upon calling today, they still cant tell me anything. They didnt even realize the shipper had called to deliver and was based out of Austin Texas. The customer service person I spoke to today asked my was the shipper still going to deliver the base to me. the shipper expressed his frustration with this mix up, and does not have a company in Grand Prairie Texas.
Final Business Response /* (4000, 11, 2015/08/28) */
After determining the base was sent to the incorrect delivery agent we contact our shipping agent. We were informed by the delivery agent that Mrs. [redacted]'s base has been received at the agent closest to her and she will be receiving a call to setup delivery by mid next week.

I am rejecting this response because:  A company the size of Sealy should have technicians nationwide to deal with customer complaints and issues.

The credit takes 5-10 business days for the credit card company to process. The return was entered and we started to look for a charity to pick her mattress from the home.

Hi,I'm going with their 1st option, the general release where I get a new set without paying delivery charges and no warranty. Sealy needs to send me the general release form so I can get it signed and we can proceed. Just so you know my rationale:I was concerned that without any kind of warranty and having no recourse that they would send me some defective mattress.  But, after he wrote that the manufactures date on the mattress law tag would be after our agreement and that I can also refuse acceptance for any damages at time of delivery I was satisfied. A one year warranty would do nothing because my previous 4 beds from them didn't start to dip until approximately 1.5 years so that would be a waste of $140.  And I absolutely don't want to buy a new bed set with a new warranty and be locked into these guys again.  When/if the bed starts to dip again in another year and half I don't have it in me to fight them again.  I will buy another brand and be done.  I'm 100% positive that when we "upgraded to a new the new mattress in 2014 the warranty reset.  So, we should have a full warranty until 2024 but again, I just want to be done with them.  I know this is how they fight everyone - by wearing them down and I guess they won here again.  However, if I can help it, no one I even remotely know will ever buy a Sealy bed in the future if I can help it.I sincerely appreciate all of your help at the Revdex.com.  I've never had a reason to work with you all before but you were extremely helpful and I'm grateful for your assistance.  When I contacted you, it was a last ditch effort before I filed a lawsuit (which I really didn't want to do).  You are very professional and effective and when I talked with you, very compassionate.  Thank you! [redacted]