Solstice Sleep Products, Inc

I received a packet from the manufacturer with a ruler, string,...

warranty information. The letter said it had a questionare for me to fill out and return with pictures and measurements. When I called them to ask about the questionare they were rude told me to leave a message she was busy doing something more important and she would get back with me whenever she could.  Also in the packet was a transportation/delivery cost warranty coverage. It states that I will have to pay for the cost of having the mattresses shipped to me IF they decide to replace them. I don't feel I should have to pay for the shipping it is there fault the mattresses have to be replaced in the first place.  They want me to send them my measurements to make sure that I am not to heavy and that is why they need replacement.  I think that is so rude and unnecessary. I will provide them with that. I am not overweight but that should not even have to be a factor.

Ms. [redacted],Have you contacted American Freight?  They are supposed to handle any type of warranties on any of our products sold through them at that store.  We are very sorry that this occurred, as obviously there is a defect in that ticking on the top of the bed.  It is certainly...

not supposed to pull out like that.  I have not heard of any other of the mattresses doing that, and I will alert our Production Manager of this issue.  American Freight may want to see a picture of what it is doing to validate the claim, if you could have that ready please.One other note, I don't know why someone didn't get back to you from the website contact.  While we very rarely have anyone contact us that way, it still should work.  I will look into that, thank you for letting us know it didn't go through.Again, please contact the store that you purchased it from.  If they do not give you any satisfaction, please let me know.  My direct line is [redacted] in Columbus OH.Controller

Our warranty department will reach out to you today.  Our retailers do typically facilitate the warranty process, but in this case we will handle this process.  I apologize for the delays.

Dear Mrs. [redacted],We are sorry that you are having an issue with one of our mattresses.  We certainly stand behind our product and ask that you return to the location you purchased the mattress from to get your warranty honored.  The seller has the authority to replace any...

mattress they deem defective, and that should have been explained by them when you purchased the product.  There is no need to contact us unless the seller is not willing to help you with your warranty.We trust this will resolve the issue, but if it does not, please feel free to contact us again.