Sealy

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

Thank you for taking time to contact usAfter reviewing your claim the customer service department has sent a letter to replace your mattressOn multiple occasions the customer service sent emails that showed the exact pictures that needed to be takenThere are only six pictures required and when we received the pictures taken exactly like the samples, we are able to quickly determine if the mattress and box spring is defective in a every timely manorUnfortunately 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 handWe are replacing the mattresses only and waving removalWe will remove your current mattress from your home for no additional chargeThank you

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.

Thank you for taking time to contact us in reference to your warranty claimWe have reviewed your claim with customer service and we able to determine you did not provide sufficient evidence to deem your mattress defectivePlease review your certificate of limited warranty to gain a better understanding of what is and what is not considered defectiveAlso the warranty claim provide sample photographs to walk you through the process of measurement required and how to provide photo documentation of the sleep setIt may be in your best interest to review the claims process againOur warranty replaces mattress that are deemed defective onlyOur warranty does not replace a mattress for "comfort issues' since comfort is subjectiveIf you would like to review the warranty claim and resubmit your photographs with measurements we will be glad to revisit your claim

Thank you for taking time to contact us, based on the information you have provided it appears the retailer (***) is trying to assist you in working out your warranty issueAs the manufacturer we authorize our retailer to replace any item deemed defectiveUntil [redacted] has inspected the sleep set to determine if there is a manufacturing defect the warranty replacement by the manufacturer or a retail credit can not be applied to your account by your dealer.Since only [redacted] can authorize a retail credit you will have to continue to work with the retailer and their internal chain.Respectfully

I am rejecting this response because: Sealys response is unacceptableThere is much more wrong with the bed than a depression in the mattressThe side of the bed is blown out, there are unacceptable lumps in the bed which cause uneveness, and the bed does not feel anything like the other bed of the same model we also haveThis bed must be replacedSealy has shown no interest in customer satisfaction

Thank you for taking time to contact usAfter reviewing your claim we have determined your sleep set does not qualify for warranty replacementPlease review the warranty certificate to gain a better understanding of what is and what is not coveredSince your sleep set carries a year warranty you can resubmit a warranty claim in monthsThank you

Initial Business Response / [redacted] (1000, 5, 2016/06/28) */ Thank you for taking time to contact us in reference to your sleep setSince we do not sell directly to consumers, warranty claim are handled through the customer service departments of our authorized dealersIn this case since your mattress was purchased through [redacted] you would need to file your claim with ***The toll free number for the [redacted] customer service department is [redacted] We must also informed you only items specifically listed in the "Certificate of Limited Warranty" are coveredOnly mattresses that are deemed defective are replaceable under the our warranty Refunds are not an entitlement under the manufactures warrantySince Sealy does not collect the retail value of your sleep set, only the retailer from which you purchased the item can offer a refund Respectfully Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sealy should not continue to manufacture such low quality mattresses that damage people's back! I will not buy a Sealy again!

I am rejecting this response because: I was explicitly told that when I "upgraded" from the Sealy Grand Canal to the Stearns and Foster Ann Marie Luxury Firm set on 9/28/the warranty would reset This upgrade cost us additional money (receipt attached) Sealy customer service asked me to prove that I in fact paid to upgrade on 9/28/by providing a copy of the receipt - which I did immediately See excerpt from an email dated 12/4/from Sealy customer service agent: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 setThe sales receipt attached to your claim show no upgrade of monetary exchangePlease note without paperwork showing your mattress was upgraded your warranty replacement will no longer carry a manufactures warrantyOnce we have received the information referencing your upgrade we can work with customer service on reducing the delivery feeThank you, T.JJ [redacted] Executive ServicesTempur+Sealy I immediately resent the attached receipt This replacement is covered by the warranty and is NOT a courtesy It is a serious drain on my time and resources to constantly fight a battle with Sealy when I have to replace my mattress every year! To date I have paid $in delivery fees for the previous defective mattresses I do not feel that I should have to pay another $for this replacement

Thank you for taking time to contact us in reference to your warranty claimSince 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 thatAlso in order to proceed with a warranty claim you must be able to provide your federal law tagAs stated in the limited warranty you must retain the law tag to process a warranty claim

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

I am rejecting this response because:I will not accept a replacement matress from themThis 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 processFor 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 meIf 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 thatBut their refund process had changed since my prior return, both matresses have failed, what was a single phone call last time has turned into phone calls and online form and a dosen emails to reach a resolution that isn't as acceptable as last timeI might have even considered their delivery split, had I not had to have fought and worked so hard to get itFor these reasons, I do not wish to do any business with SealyI want a refund, and nothing less

Thank you for taking time to contact us in reference to your sleep setAfter reviewing your post we attempted to find a warranty claim that had been processed through our officesAt this time we are unable to determine that a claim has been filed through our officesPlease complete the warranty process at StearnsandFoster.comOnce you have completed the warranty phase we will better be able to determine how we can service your claim

I am rejecting this response because:In the email below from TJ J [redacted] to me dated 12/4/(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/and also in my response to him through Revdex.com on 1/2/ It is also attached again here These emails and the receipts I have continuously provided are proof that the warranty is reset for years from date of upgrade on 9/28/ 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 $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 $in delivery charges Also, as JT stated in his previous email, the claim will not be closed in 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 claimWe 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 setThe sales receipt attached to your claim show no upgrade of monetary exchangePlease note without paperwork showing your mattress was upgraded your warranty replacement will no longer carry a manufactures warrantyOnce we have received the information referencing your upgrade we can work with customer service on reducing the delivery fee.My receipt attached again

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I accept it Bought a pillow top mattress set in from a store in my areaIt comes with a year warranty, excluding , stains, misuse or abuseI am not happy with the way the mattress has held up with use.I have gone two stores ( [redacted] ***, formerly [redacted] )where purchased, come to find out that the store no longer sells the SEALY brandI had written a letter to SEALY explaining to them my situationThey wrote back and said they would send someone out to inspect or I could do it myself with a photo diagram they had sent via email, which pertained to taking the bed apart to do measurements and taking pictures of the box spring, mattress and frameI told them I wasn't able to do that physically and would prefer an inspector to come outThey wrote back and said they don't have any inspectors in my areaLOL That is not my problem and it shouldn't be the consumers issueThat is not very good customer serviceI paid for this set and was told and have written docs that it carry's a year warrantyThere has been no bending over or following up from consumer deptI had mentioned in an email that I would like this to be resolved and if not, I would take it to a higher levelThey sent back directions on how to measure any damages,take photos and send back for approval, completely disregarded my emailAny reputable company would bend and or go out of their way to accommodate a customer.If I were in a wheelchair and could not physically take off the bed to take pictures, do they expect someone to do that?

Initial Business Response / [redacted] (1000, 5, 2016/04/14) */ Thank you for taking time to contact us in reference to your sleep setOur Phoenix manufacturing facility was accurate in the information they providedSince we did not do direct sales to consumers we only have commercial tractor trailers to move our merchandiseWhat this means in we are not equipped to make home deliveries When it is determined a consumer will receive a warranty replacement the customer determines with they would like to have the item delivered of it they would like to pick the item upIf a customer elects to pick the item is the order is placed with the plant, put in production and scheduled for pickupItems that are selected for delivery are routed to a hub, distributed to a local delivery agent the scheduled for deliveryThe logistics behind pick up and delivery are completely different Although we are sorry to hear the circumstances surrounding you case we can only offer to remanufacture your itemSince this will be considered a new order, it will take approximately weeks to manufacture your item and the delivery fee will be $as stated on the original paperwork Thank you for taking time to contact us, please let us know how you would like to proceed Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/04/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate your response; however, I diligently tried to schedule a pick up time with your facility when it was convenient for me and they did not respond to my phone callsWhich I left with scheduling and CSAs a matter of fact the woman that called me on the 6th and stated she would research and call me back still has not calledAs a customer service manager I would not penalize a customer for a miss by my teamI feel that a fair and reasonable offer would be for us to split the delivery cost Final Business Response / [redacted] (4000, 9, 2016/04/21) */ Thank you for contacting us, unfortunately since the mattress has already been manufactured it would be the responsibility of the consumer to work with the plant to schedule pickup Final Consumer Response / [redacted] (4200, 11, 2016/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Absolutely not! I am contacting your CEO and Director of Customer serviceFirst you say I can have it delivered, but when I ask for you to take some of the responsibility of your lack of customer service your response is for me to coordinate with the plantThey do NOT answer or return calls in a timely fashion which how we ended up here to begin with

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

Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ Thank you for contacting us in reference to you concerns with your adjustable baseWe 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 / [redacted] (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 TexasI live in Grand Prairie Texas and my address was on the warranty claimWhy they sent the bed to a shipping company in Austin Texas I do not knowUpon calling today, they still cant tell me anythingThey didnt even realize the shipper had called to deliver and was based out of Austin TexasThe customer service person I spoke to today asked my was the shipper still going to deliver the base to methe shipper expressed his frustration with this mix up, and does not have a company in Grand Prairie Texas Final Business Response / [redacted] (4000, 11, 2015/08/28) */ After determining the base was sent to the incorrect delivery agent we contact our shipping agentWe were informed by the delivery agent that Mrs***'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

Hi,I'm going with their 1st option, the general release where I get a new set without paying delivery charges and no warrantySealy needs to send me the general release form so I can get it signed and we can proceedJust 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 satisfiedA one year warranty would do nothing because my previous beds from them didn't start to dip until approximately years so that would be a waste of $ 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 the warranty reset So, we should have a full warranty until 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]

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