Sealy

Initial Business Response / [redacted] (1000, 10, 2015/08/11) */ Thank you for contacting us in reference to your sleep setBased on the information provided we must inform you items purchased in the [redacted] Outlet stores do not carry a manufactures warrantyItems 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 warrantyThank you for taking time to contact us Initial Consumer Rebuttal / [redacted] (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 mattressNot 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

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

Initial Business Response / [redacted] (1000, 10, 2015/08/03) */ Thank you for contacting us in reference to your claimIn order for us to proceed we need background informationPlease procive your case number so we can better research your information and determine how to proceedYour 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 / [redacted] (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 warrantyWe received a letter last week that states we have days to find a "comparable" mattress, pay the $transportation fee, & wait - weeks for the mattress to be manufactured This seems fair, however, it was rather difficult "shopping" for a comparable mattressI 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 feeAnd making it even more confusing, every furniture store has different names for their mattresses I know that I do not want another pillow top againever! 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 $pillowtop mattress with a $"regular" mattress & paying $to have them deliver it; I bet they are disappointed that we're not "upgrading")But what I do know for a fact isI will never buy a Sealy product again!

I am rejecting this response because: That information was still not provided upon purchase of the original item It was purchased thru *** 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 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 yearObviously 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 / [redacted] (1000, 7, 2016/02/24) */ Thank you for taking time to contact us in reference to your warranty claimAfter reviewing your email we must inform your all claims are handled through the retailer from which they are purchasedOur 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 / [redacted] (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 complaintAs 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 / [redacted] (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/WEB Revdex.com RECEIVED BUSINESS' REBUTTAL RESPONSE : Thank you for taking time to contact usAfter 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 mattressSince 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 free inspections per yearIf 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 days

Initial Business Response / [redacted] (1000, 5, 2016/04/28) */ Thank you for contacting usIn 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 manufacturerSince 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 / [redacted] (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 warrantyThey 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 / [redacted] (4000, 9, 2016/05/09) */ Thank you for your response, however the responsibility of the manufacture is to honor the warranty as writtenSince refunds are not entitlement of the limited warranty the manufacturer can not supply a refundAlso 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 / [redacted] (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 itTo 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 ethicSealy has shown an evident lack of concern for it's customers and is living up to the old idiom..."BUYER BEWARE "

Thank you for taking time to contact usIn 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

Thank you for taking time to contact us in reference to your warranty claimIn order for a mattress to be replaced under the limited warranty it must meet the criteria for being defectiveBased on the photographs your provided your mattress does not qualify for warranty replacementBody impression of less than inches are consider and reflect the mattress contouring to your body and the way you sleep on your mattress for the most number of hoursBased on the pictures your provided rotating your mattress degrees could also be a benefit to extending the life of your sleep setWe 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 defectiveAt this time we can not replace your mattress under the limited warrantyIf 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

I am rejecting this response because: Under The Limited Warranty- It states only covers manufacturing defectsThis is a manufacturing defect under their Limited WarrantyIf Sealy does not cover stitching it should state that in the warrantyWe were advised by Mattress Firm this mattress was not manufactured any longerIf 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 complaintsNote: Complaints show the problems in your systems and the company should learn from the complaintsYOUR MOTTO SHOULD BE " PUT YOURSELF IN THE CUSTOMER SHOES " Your profits will grow when you have zero complaints

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

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.

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

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

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

Initial Business Response / [redacted] (1000, 7, 2016/07/19) */ Thank you for taking time to contact us in reference to your sleep setAfter 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/inch depression and is not considered defectiveIn order for your Sealy sleep set to be replaced there must be a depression of 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 / [redacted] (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 Years warranty on the mattress after months of it has 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 / [redacted] (4000, 11, 2016/08/01) */ ***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 claimYour 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 / [redacted] (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

Initial Business Response / [redacted] (1000, 6, 2016/07/19) */ Thank you for taking time to contact us in reference to your warranty claimBased on the limited warranty your sleep set does not have the proper supportOur warranty stated that a queen sized sleep set must have at least supporting legs to be considered adequate supportThe warranty also stated that there must be a equally spaced cross slats when wooden supports are used As a courtesy Sealy will authorize the replacement of your mattress only provided you at 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 / [redacted] (2000, 7, 2016/07/20) */ From: [redacted] (mailto: [redacted] @hotmail.com) Sent: Tuesday, July 19, 3:PM To: Revdex.com Subject: Re: Revdex.com Complaint Case# [redacted] (Ref# [redacted] ) Importance: High Ms***, Hope your day is going well! Sealy, Inchas made good on their promise to stand by their product and was going to replace our mattressPlease 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 caseWe 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 assistanceWe really appreciate all your helpPlease advise if you have any questionsHave a wonderful day! Sincerely, [redacted] Mobile: [redacted]

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

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 yearAt the time of inspection the customer mattress exhibited a inch depressionBased on the limited warranty, in order for a mattress to be deemed defective there must be a inch depression or greaterAt this time the mattress is not defective and [redacted] was correct in the denial of the warranty claimThe Dadford mattress carries a 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

Initial Business Response / [redacted] (1000, 5, 2015/05/13) */ Thank you for contacting us in reference to your claimBased on the information we were able to gather, your sleep set was inspected and was not deemed defectiveIn 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 replacementIt appears the customer service department did inform you that Sealy could reinspect the sleep set in months from your previous inspection at no chargeAny inspection within this period is on a pay basis by the consumer At this time we recommend that you continue to monitor your sleep setIf the mattress meets the criteria within the limited warranty the defective part or parts of the sleep set will be replaced

(The consumer indicated he/she DID NOT accept the response from the business.) Again, this is not about the mattress sinkingWhen they sent the person out they sent them to see if the mattress had wear and tear in which it did notThey sent the person to initiate replaceBelow 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: MrRon W [redacted] Founder & Chairman [redacted] Attn: Bait and Switch/ Unfair Sales Practices & Customer Service Inefficiency Dear MrW***: My name is [redacted] and I am writing this letter on behalf of my mother On 12/29/I purchased a Sealy Dadford IL Queen Mattress and an Optimum Gold Queen the cost was $with the boxspringI 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 boxspringThe delivery drivers came with a mattress but no foundation therefore I refused the mattressThe drivers told me that they did not have me scheduled for the delivery of boxspring and I would need to contact the storeIn the meantime I had gotten rid of my old mattress thinking in expectation of the new mattress/boxspringI 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 warehouseThe next two-days went by and I did not hear from [redacted] regarding the delivery of the mattress and boxspringNot 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/RonHe indicated that he would get right on it and that my mattress and boxspring would be delivered in a few daysAnother week or so went by and I did not hear from Rob/Ron nor was there a deliveryMy 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 situationWe are now heading into week three and I have been sleeping in the lift chairIt was in that week when the mattress/boxspring was finally deliveredThe mattress was sand I signed off and the delivery persons leftMy son finalized the sand maof the bedThe first week I tried to sleep on the mattress it was very uncomfortableI called the store and they said to give it another days or so before wanting to return the mattressThey indicated that sometimes it takes a moment for the body to adjust to the mattressI attempted to sleep on this mattress and each time my body was extremely soreI requested that my daughter go up to the store and talk to someone about the mattress and she didShe was told by the customer service representative to give it another days and then see what happensI did try to sleep on the mattress and it was again - very uncomfortableI 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 flippedI had my son flip the mattress in thinking that this would be a solutionHe did and that is when we discovered that the mattress was not the mattress that was originally ordered in the first placeI ordered a coil mattress and I was given a foam mattressIn August, my daughter and I headed to the store with the discoveryMy daughter had taken a picture of what looked like was tacked to the foam mattress a barcodeThe 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 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-So we took the information and called the customer service centerI had my daughter call because this entire situation has stressed meMy daughter call the customer service center and they told her that she would need to speak to the manager of the call centerMy 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 doMy 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 receivedAt reluctance they came to my home to evaluate the mattress to inspect the condition of the mattressThe mattress was in the condition that it was received as I had not been sleeping on the mattress due to total discomfortThe representative begin evaluating the mattress for a sinking problemI 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 meA few weeks went by, I did not receive a call so I called themThey 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 placeI am 84-years of age and dealing with this situation is not only stressful and I've been left to sleep in a chairDespite this situation I have still maintained my payments on timeI am simply asking that I be given the mattress that I purchasedYes it has been 7-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 serviceMy experience with [redacted] , I think I am totally shocked to be honestFrom 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 mattressIn 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]