The Sleep Country USA

Sleep Country USA offers a night comfort guarnatee on all new purchases. After that time frame, the mattress is protected by the manufacturer's warranty only. In this case, Simmons is the warranty provider. While Sleep Country assists with the inspection process, we are
bound by the requirements of the warranty, provided by Simmons.
The mattress was purchased and delivered in September
In October 2013, we were contacted regarding the warranty. The customer filled out a warranty questionairre, which showed about 1/2" of compression. We called the customer to let her know that simmons requires at least 1-1/2", with no weight on the mattress, in a non stitched area. This is required in order to see the recovery rate of the foam
In December 2013, the customer emailed one of our reps, and stated that the mattress was uncomfortable. We explained that the warranty through Simmons doesnt cover comfort issues, and would not consider that to be a defect.
In March 2014, the customer sent in pictures showing a 3/4" compression. Again, we explained that Simmons requires at least 1-1/2" for the mattress to be considered defective.
The only way to get credit for this mattress is for it to be found defective per Simmons' warranty. We did offer a significant discount to the customer, in an attempt to assist her in getting a more comfortable mattress

Greetings,Sleep Country has reached out to the ***'s and have accommodated their requestThank you,Sleep Country customer service

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
Thank you very much

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** * ***

After
the comfort guarantee, the mattress set is protected by the manufacturer
warranty onlyOur internal CS department helps facilitate the
warranty
process, but we are bound by the guidelines set forth by the manufacturer. In this specific case, the mattress was not
defective, and was simply uncomfortable to the customer. After speaking with her on Thursday 2/6, we
offered a partial credit exchange, and the customer accepted. The invoice was issued to the customer on
Monday, 2/

Sleep
Country offers a night comfort guaranteeAfter that time frame, the
mattress set is protected by the manufacturer's warranty only
Seep Country
assists in facilitating the required inspection, but we are bound by the
guidelines set forth by Simmons, the manufacturer
The
customer first contacted us on 1/When we went to set up the inspection, the
customer expressed limited availability, and stated that the inspection could
only occur after 2pmIn order to find a date that would work for the customer,
we could only promise that time frame on 1/ Integrated Bedding Group, who does the
inspections, is normally very flexible in working with our customers, and often
make arrangements to call ahead, or show up later in a time frame, per a customer’s
requestUnfortunately, this customer was not willing to compromise in any way
to get the inspection done sooner than laterBecause Sleep Country only
facilitates the warranty process, we were not able to approve a replacement on
the mattress without an inspection being done
The
customer requested that we agree to process a credit if he purchased a new bed
now, and had the existing mattress found defective at a later dateWe
explained that we were not able to do that, as the manufacturer requires proof
that we have replaced the customer’s product at the same time we remove the
defective piece
Sleep
Country offers a night comfort guaranteeAfter that time frame, the
mattress set is protected by the manufacturer's warranty onlySeep Country
assists in facilitating the required inspection, but we are bound by the
guidelines set forth by Simmons, the manufacturer
The
customer first contacted us on 1/When we went to set up the inspection, the
customer expressed limited availability, and stated that the inspection could
only occur after 2pmIn order to find a date that would work for the customer,
we could only promise that time frame on 1/ Integrated Bedding Group, who does the
inspections, is normally very flexible in working with our customers, and often
make arrangements to call ahead, or show up later in a time frame, per a customer’s
requestUnfortunately, this customer was not willing to compromise in any way
to get the inspection done sooner than laterBecause Sleep Country only
facilitates the warranty process, we were not able to approve a replacement on
the mattress without an inspection being done
The
customer requested that we agree to process a credit if he purchased a new bed
now, and had the existing mattress found defective at a later dateWe
explained that we were not able to do that, as the manufacturer requires proof
that we have replaced the customer’s product at the same time we remove the
defective piece

I am rejecting this response because:Hi Sleep Country Customer service, thanks for your responseI am not sure if you are measuring all aspects to be considered and measured before determining defectiveness of the mattressI understand one measure is a dip in of 1/2" you are looking atHowever, you seem to be ignoring the pressure required for any additional impression under condition and when defectiveWhen I laydown, I literally feel like I am sleeping in a imbalanced holeIs there a standard you can be measured for spring tension? Also, the complaint I lodged was about months agoCurrent state of the mattress has gotten even worseJust like I called out in my complaint with Revdex.com, my wife and I started feeling discomfort since the year of purchaseI think any reputable business should stick to their words and offer a replacement of the product in the same categoryThat is just my strong beliefI cannot continue to sleep in the current mattress because it is starting to impact my back with varying degree of pain constantlyI hope you can help.thanks,***

I am rejecting this response because: the support has been corrected since the first time we spoke/after the pictures were taken/ and the mattress did not "correct it on its own" like the person suggestedIt is still sagging, it is still defective and my back pain is getting worseStarted massage therapy and am still surprised the business does not see the pictureWill proceed this further and everywhere until is resolved- it is not acceptable to pay a lot of money for a mattress that can not serve you even several monthsThank you

Sleep Country USA offers a night comfort guarantee After that time frame, the mattress is protected by the manufacturer warranty only We assist our customers with the warranty process, but are bound to the guidelines and requirements set forth by the manufacturer
First and foremost, any stains, rips, tears, or damage to the product, will completely invalidate the warranty This is standard across the board for all mattress manufacturers
With new, bigger and thicker mattresses, it is not uncommon to see or feel a "ridge" in the center For a California King mattress, there are two box springs The strongest part of a box spring is the edge The center of the mattress is right on top of two box spring edges, and is normally not slept on regularly with two people in the mattress This leads to uneven break in, as not all areas of the bed are being used the same The position that someone sleeps in, will get softer, and accommodate to the body The center that is not used regularly will stay "new feeling" and will be firmer
All innerspring mattress manufacturer's have a set requirement for sagging/body impressions While the bed is supposed to conform to the body, they will look at and measure the rate of recovery of the foam Stearns and Foster states that if there are body impressions measuring at least 1-1/2" in a non stitched area, with no weight on the bed, that the foam may be defective, and qualify for replacement They also take into account the state of the box spring, and frame If either the box spring or frame have contributed to the impressions, the mattress may not be approved for replacement
We assist our customers in determining if there is a possible defect in the mattress If it doesn't appear that the bed will meet the standards of the manufacturer, we will usually advise against a third party inspection, as to save the customers time

Mrs*** received a free inspection on 4-1-14, which the inspector found that her lack of frame support was the main contributing factor in the mattress saggingAccording to the manufacturer's warranty card it states there needs to be center legs in place to assure the warranty is not voidHer
frame support lacked the center legsOur policy states that we will give the first inspection for free and any additional inspections for a $charge which is refundable if the mattress is deemed defectiveIf Mrs*** can provide us picture proof that the frame support has been corrected and up to the standards stated in the warranty we will be happy to waive the inspection feeIf she chooses to take us up on the offer, we will send the third party inspection company to her house to assess the issue and will abide by their decision whether the problem is a manufacturer's defect or notPlease send the photo's to [email protected] and reference invoice # *** and someone will contact you within hoursThank you,Sleep Country Customer Service

Greetings,This warranty claim was denied due to the fact that there is a stain on the mattressThe manufacturer's warranty card states that "stains and soils" will void the mattress warrantyThe photos received from the inspection report confirm thisHowever, please feel free to call our
customer service ###-###-#### to discuss further

Dear Mr. [redacted],We are sorry to hear about your ongoing back pain and lack of quality sleep. Sleep Country is honored to assist you with your Manufacturer's warranty. We are however bound by the manufacturers warranty support guidelines. In order to assure us the ability to re-open your claim you...

will need to fix the frame support under your mattress which was advised to you during your last interaction with our customer service rep. The attached image is of your metal frame support lacking a head and foot center beam which is a requirement for proper support. The diagram below depicts proper support. Please call us once your support is corrected and we will promptly start another warranty claim for you. Sincerely,Sleep Country Customer Service [redacted]

Dear Ms. [redacted]We are very sorry to hear about your concern with your mattress purchase. Our warranty department works as an advocate for you for your manufacturer's warranty. We'd be happy to help you start a warranty claim. Please call us at [redacted]

Hello,We are held to the standards of the manufacturer's guidelines for warranty. Unfortunately, if your bed doesn't meet the requirements there will be no replacement due to their guidelines. We are sorry you aren't happy with that answer but it is the answer we can give at this time.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I will accept the credit offered by Sleep Country.
Best,
[redacted]

Dear Mrs. [redacted],We are very sorry to hear that you are not satisfied with the mattress you purchased in March of 2014. We understand your concerns that your mattress may have an issue that can't be measured or visible to an inspection company. We did however pay to send a professional inspector...

to your home to see if you have a warranty concern. Unfortunately, after we received the results it does not meet warranty requirements. Please understand Sleep Train/ Sleep Country is bound by the manufacturers warranty. Your mattress is not defective. With that said, in the name of guest service and our appreciation of you as a valued guest, and the age of your mattress, we'd like to offer you a one-time appeasement exchange that will come with a re-stocking fee, and no money back. If you are interested in more details of this offer please call our Customer Care team at [redacted].Sincerely,Sleep Train/Sleep Country Customer Service

I am rejecting this response because:
Allegations and misleading perceptions is not ever intended, characteristically nor in my daily regime. I would gladly take a polygraph test just to prove that I am not a liar. Did I say gladly. (: THANK YOU!

Mrs. [redacted] and Sleep Country USA have worked out a very reasonable solution.

The Sleep Train Enterprise is currently looking into this case and will provide a response soon.

Sleep
Country offers a 100 night comfort guarantee on all new purchases. After that
time frame, the mattress set is protected by the manufacturer's...

warranty only.
Sleep Country assists our customers with the warranty process, but are
ultimately bound by the guidelines and requirements set forth by the
manufacturer.
Mr. [redacted]
originally made a purchase on 9/2/13. As with any new item, there is a break in
period. We advise our customers that it can take 3-4 weeks to properly break in
a mattress, longer if it is a firmer model. When these come from the factory,
they can be very firm. As the mattress gets broken in, it will feel like the
model on the showroom floor.
Mr. [redacted]
decided to utilize his one time exchange on 10/9/13. He went from a Sealy
Cushion Firm to a Simmons Ultra Plush pillow top. these are significantly
different in feel and foam layers. At the time of the exchange, we had Mr.
[redacted] singe a copy of the invoice stating, "I am aware that this constitutes
as my one and only exchange/return. No further exchanges, refunds or returns
will be permitted."
Since the
comfort exchange had been utilized, the mattress was covered only by the
warranty provided by Simmons. Mr. [redacted] contacted our Customer Service
department on 1-7-14, and stated that he felt like there was a warranty issue.
He was sent a warranty questionnaire via email. 
We called
him back on 1-11-14, and explained that the compressions measured were not
considered defective by Simmons.  The customer
stated there was a ½” to ¾” compression. 
Simmons requires at least 1-1/2” with no weight on the bed, in a non
stitched area.  This is to measure the
recovery rate of the foam.  Because mattresses
are made to conform to the body, Simmons will not look at any measurement with
weight on the mattress. 
While the customer
does not have a comfort exchange open to him, the warranty is good for 10
years.  If at any time, the bed has a
defect that is covered by the warranty, Simmons will approve a replacement,
which Sleep Country can facilitate.