Sealy Mattress Companyof New Jersey, Inc.

Did *** send out an independent inspection service, like they normally do, to provide a detailed in-home report on the mattress and what is supporting the mattress (box spring, frame, bed, etc). IF so please provide a copy of the report, if not, contact *** customer service for
inspection. The inspection will include a full run down to determine if the mattress is defective and covered by the warranty or if what the customer is experiencing is wear. We want to replace every defective mattressWe just need more details.Thank you Frank Fl***Sealy Mattress of NJ

Complaint: ***
I am rejecting this response because: the *** location I bought it from is out of business I did not contact *** The mattress is supported by a frame with wood strip running across through the entire length/width of the king size mattress The indentation is obviously deeper when I first wake up If *** comes out, they will not be able to get the accurate indentation Also, it cannot be wear because I am only lbs and my wife is onlt 110lbs.
Regards,
*** **

I contacted the store where the mattress was purchased to arrange for an exchange of the mattress.  The mattress shows wear on the side of the bed that the customer most likely sits.  I also noticed in the picture that the customer is using a very old box spring and probably needs to be...

replaced to provide better support for the mattress.  Also the customer should rotate the bed every month to even the edge use out a little.  This is not a defect just showing wear similarly to what the heels on your shoes show from repeated use. The Store will contact the customer to replace the mattress.

Complaint: [redacted]
I am rejecting this response because: We have a 5 year product warranty.  Why should we have to pay again for a delivery fee for replacing a defective discontinued product.  We were told to look at the posturpedic essential series to replace our set. All pictures and a copy of the invoice is associated with the below claim number.
[redacted]
Regards,
[redacted]

It is Sealy's policy that the consumer is responsible for the cost of transporting their free replacement mattress or box springs and returning the defective pieces.  Ir's similar to having a repair on your car, where it is the consumers responsibility to have the car driven or towed to the...

dealership to have the service work done.  With that said, I would like to see the original receipt and the letter or email from who approved the service. The model listed in the complaint doesn't make sense to me as to what the product is. Thank you

Review: On June10, 2013 I purchased a Sealy Posturepedic Mattress set from Sleepy's mattress store in Parsippany,NJ. I purchased this specific type of mattress because I thought it would give me the back support that I needed. I tried the mattress in the store before purchasing it and found it to be firm and comfortable.

I have been using the mattress for nearly one month and have not seen any results as far as giving me good back support . I wake up with back aches every day. After using the mattress for one week and saw no results, I called Sleepy's and spoke to a sales representative and he told me that it would take one or two weeks to break in the mattress before I would see results. I confirmed this information with the Sealy Mattress Co. and they told me that the information I received from Sleepy's was correct about having to wait two weeks to break in the mattress.

This did not seem right to me., so I called Sealy Mattress Co. today to register my complaint with Customer Service. I was told that the mattress that I purchased was not firm enough for me. They suggested that I upgrade the mattress, since Sleepy's told me that they would exchange the mattress. But, I explained that would mean an additional delivery charge of $100.00, which I could not afford.

I feel that the product has not produce the results that I expected and had hoped Sealy Mattress Co. would be able to help with my problem. The impression I was left with is that they have little concern with regard to customer satisfaction or how this impacts their reputation.

The mattress set was on sale for $399.99 plus delivery, tax and set up charges. The total amount was $569.20. It was advertised at an original price of $1500.00.Desired Settlement: If Sealy Mattress Co. would contact Sleepy's Mattress store and suggest that they approve an upgrade in the mattress set and waive the delivery charge.

Business

Response:

The customer is complaining about the "comfort" of their mattress and not a product defect in manufacturing or materials. This is a matter that needs to be resolved with the retailer, Sleepy's. I am sorry the customer is not comfortable with their bed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Would appreciate if Sealy could appeal to Sleepy's on my behalf to waive the delivery charge if I upgrade my mattress. They have not responded to this request, which was in my complaint.

Regards,

Business

Response:

I copied the head of Sleepy's customer service on first response. I also copied her on this response. I am having my sale representative call the store and speak to the Manager re your complaint to see if there is something they can do. I hope it turns out well for you.Thank you [redacted]

Review: We bought a king sized Sealy (Model #615103) mattress from [redacted] in June 2011. This mattress was manufactured in Patterson, NJ in 6/2011. In March of 2014 we reported to [redacted] that the mattress was sagging significantly. A mattress inspector for Sealy came to our house and determined the mattress was defective. On 6/24/14, I called [redacted] to follow up on the defective mattress and the customer svc rep, [redacted] said Sealy never emailed them back about our defective mattress. On 7/15/14, another [redacted] rep ([redacted]), left a message that the manufacturer(Sealy) said no to any type of warranty offer because the sagging was because of normal wear and tear. Neither my husband nor I are overweight, and after paying $859 (with a $171 discount) for a mattress, we expected it to last more than 2.5 years. We have rotated the bed several times since we bought it but it doesn't help. The sag in the middle of both sides of the mattress is so significant that we have both started having back pain. When we bought the Sealy mattress, we thought we were buying from a trusted company with a quality product. We know now that is not the case. Sealy does not even stick by their warranty when their own inspector determines the mattress defective.Desired Settlement: Unless Sealy knows that a replacement mattress will last us for 5-10 years, we would rather have a refund.

Business

Response:

First of all Sealy does not do home inspections of any mattress. All inspections are either done by the retailer, in this case [redacted] or by an independent inspection service HIRED BY the Retailer. If you could send the inspection report to me, I can review it and go over with the [redacted] to take next steps. If the mattress meets the criterion for being defective it will be replaced with an exchange by [redacted]. What sometimes gets construed as defect is a normal body impression in the mattress that every mattress develops. That's where you can see an imprint of your body in the top of the mattress. It should not be more than 1.5" deep when measuring across the depression.I am sorry you are not happy with your mattress. I will make sure this gets looked at once I receive your inspection report.Thank you[redacted]

Consumer

Response:

I contacted [redacted] Dept store today to get a copy of the mattress inspection report but they won't provide this to me. They said they already provided the inspection report to the manufacturer but if I provide [redacted] with an email address at Sealy, they will email the inspection report to Sealy only.Would you please provide me with an email address of the contact at Sealy mattress so I can give that email address to [redacted] and they can forward the inspection report a second time?Thank you.[redacted]