Mattress warranty is not being honored as promised by ***** ************** 20 years or replacement at N/C. It held up for only 6 years, best case.
We purchased a first generation Royal Splendor memory foam mattress on 9.4.06. Total paid: $1881.86 ($1799 for mattress & box spring, $69 for required mattress protector, $49 for delivery & sales tax).
We were promised by salesman ***** ** that this mattress would last 20 yrs or it would be replaced, as long as we bought the protective pad - by itself has a 10 yr warranty.
Mattress protector was ALWAYS used, mattress/box spring routinely/religiously turned as per warranty instructions.
However,this protector obviously failed, w/resulting slight staining. But more importantly, after 3+ yrs, mattress began showing sleep depressions (divots).
In yr 5, the divots got significantly worse & by yr 6 (6 yr 4+ months-early May 2013), ****** and wife ***** checked with ***** H who matter of factly told us to call office to schedule evaluation for replacement.
A **** ******* visited with *****, first remarking that the stain issue must be handled by the company who made the protector. He also noted a factory defect in the edge piping on one side of the bed. He told ***** he would call back on this issue in a couple days.
His solution to the divots at that time was to advise us to turn the bed 45 degrees - not the 90 as is indicated in warranty book. Unfortunately, given that the mattress is not square - this is a lame, non-answer to our problem.
But **** didn't call as promised. When ***** finally called him 2 weeks later, **** said he must have called a wrong # (our phone # is clear & accurate on our original receipt) and then said he would call back after checking his paperwork. We should not have had to re-contact him weeks later.
This next time he did call back a couple days later, leaving a voicemail. ***** & **** traded VM messages for about a week. Finally just before Memorial Day, **** left another VM stating that we would have to pay $75 for the new cover plus pickup/return trip charges.
When ****** talked with **** later, this total was estimated at $195.00.
Great - but as a manufactured error on a warranted product, why should we pay anything? This is an acknowledged defect! And for the record, we didn't call to complain about a minor stain, we called because the divot defects were interfering with our sleep. Simply stated: the mattress we purchased failed prematurely.
And in this voicemail, **** made NO mention of that main issue.
I then called **** S and let him know that the proposed solution wasn't what we expected; it wasn't addressing the issue that we called about: the divot defects.
In our conversation, I stated our expectation that since we bought the mattress protector based on Restwell's insistence that this was necessary for the warranty - I expected Restwell to handle any & all warranty issues. **** S then said Restwell would evaluate the mattress divots when it was brought back to factory for new cover.
As far as my restatement that our expectation was we should not have to pay anything because of the warranty & the fact that it was only 6 yrs old, **** S would talk with his supervisor & suggested I talk w/***** about this situation. I told him that ***** & I had already discussed and decided our course of action - but he insisted I bring it up again.
As promised, **** S did call back on June 7. But his supervisor's offer was to pick up our mattress at N/C but not deliver it back w/o a fee. This was not acceptable; we would still be responsible for $135.00 additional out of pocket).
However, **** S stated that his supervisor now wanted to know what WE would be willing to do to resolve this situation.
My answer was simple: WE already had done our part! We bought an expensive mattress largely in part because of its 20 year warranty.
A warranty that now is not being honored. And perhaps there never was any intention of honoring this warranty? From our recent history of conversation w/**** ******** this is a reasonable conclusion.
What we wanted when we first called was simple: the replacement of a failed defective mattress --- as was promised by warranty.
And a brand new in kind replacement mattress is still acceptable - if provided at no new charges.
However, if Restwell will not honor the warranty, then it is proof that this customer relationship has also failed and we will have no trust in the Restwell organization.
In this case, what we then want is a fair pro-rated refund:
$1,799 over 20 years is $90.00/yr. Given that we are in sixth year, this means 13.5 yrs at $90/yr - or $1,215.00.
With that money we can and will buy a competitor mattress and get at least 12 years - as we got with our Simmons Beautyrest mattress for a lot less money.
Business' Initial Response
“The following information was provided in hard copy and had been converted to text.”
MRE: Case ********* ****** ******
This letteris in response to a complaint from Mr. ****** sent to you on June 11th, a oopy of which We received from you on June 19th.
Mr. ****** complaint is that Restwell Mattress is not honoring a Warranty on his king size
Our response is that there is no defect in the Construction of the mattress which would cause us to perform under the terms of the Warranty. The ****** are unhappy with the contouring of the foam caused by the natural compression of the material over time where they lay. This common condition is due to the fact that two individuals will naturally sleep in only two positions on a king size mattress; notably 12-16 in from each side and apart from one another in the middle. This causes a wavy appearing "king profile" when Viewed from the end of the bed due to the uneven Wear.
Other portions of our conversations centered on what Restwell could do to make the customer happy, going above and beyond the perameters of the Warranty. Our offer was to recover the materials for the cost of the material only. Charges for transportation were for both trips 'to and from the residence' as provided for in the sales agreement as well as the Warranty.
I would be happy to discuss this further with a representative of the BBB if called upon to
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
First, let me be clear: *** ********** letter of 6.21.13 did not address the specifics of the complaint (#1), nor was it truthful (#2).
1) Certainly any mattress - given enough time - will somewhat compress based on the sleeping pattern of the individual(s) using it. But these compressions are typically small indentations - not the deep depressions evident on our mattress.
When we bought this expensive mattress it was stipulated that it would not succumb to any dipping for 15-20 years (and 20 years was the timeframe provided by salesperson). But these severe depressions occurred within 5 years of use. This outcome is either an example of product failure -OR- a false presentation of warranty.
2) Mr. ******* himself - when visiting to review our mattress, pointed out that the piping indicated that the cover was defectively manufactured. Now - if the company representative says there is a manufacturing defect and that his company will repair that - but then later in his letter to BBB, claims there is no problem with the mattress, I call that a misrepresentation.
Or, in plain speak, we were likely lied to on two occasions: evidently at the point of sale and then for sure at the point of Mr Schultz's onsite review of our complaint.
Ironically, we didn't call about the misaligned piping which is simply aesthetic; that was and still is a non-issue. In my opinion, this was a bait and switch tactic, used by Mr. Schultz to move us away from discussion of the real issue: our inability to get a good night's rest on a mattress less than 6 years old.
To be clear: we do not care about slight indentations that are normal over time. However, we do care about the deep valleys and the "attempting to sleep on a hill effect" - which is not normal wear and tear for a mattress this young. And once again, for the record: this mattress and box spring were religiously turned as per warranty instructions.
Secondly: We contacted Restwell Mattress in April because this premature depression had been consistently interfering with our ability to sleep for a year, minimum.
* This "premium" Restwell mattress is failing much earlier than expected, compared to the performance of previous and less expensive mattresses from other companies.
* Could the fact that this "premium" mattress was a first generation release have anything to do with this premature failure? At a minimum, this seems a distinct possibility.
Current Status: We had to act upon this situation this spring because my wife was facing major surgery (open heart) and we were told that she would need stay in bed for recovery at least two weeks, with sleep rest the major rehab component for a period up to 10 weeks.
Again - since attempting to sleep on this Restwell mattress is akin to trying to rest on a "hill & valley", this situation needed to be addressed.
Since this surgery is now occurring on 7.2.13, we've been forced to buy a second albeit smaller bed and mattress to provide for this necessary bed rest period. Rest assured, it was significantly less expensive - and will more than likely outperform the "premium" Restwell mattress we currently have.
Finally, I simply restate our expectation: we are entitled to a replacement or a cash rebate of $1,215.00.
Absent that, this claim will be left open and unsatisfied. And if that is the case, then our initial opinion - based on our unfortunately false sense of product quality and company integrity - will have been changed. We will then pursue other options including but not limited to a social media campaign that will start (but not end) with those friends and family previously positively referred to Restwell.
Business' Final Response
(The consumer indicated he/she ACCEPTED the response from the business.)
While Restwell did not replace the mattress as per warranty as stated when we purchased it, Restwell did meet our alternative request for a pro-rated rebate.
It's not a great solution - but acceptable.
But I have to say it is odd that Restwell would rather pay us than simply provide a new/replacement mattress.
I have to think that replacement would have been less expensive - and overall, more beneficial to their business.