Business ProfileforSoutherland, Inc.

On May 23, 2020 my husband and I purchased a Southerland ***************** (*********************, EPT) and matching TXL ************** ****************** and frame from MARQUIS ********* in ****, ********. After owning the mattress for approximatley 12 months it was evident that there was sinking occurring on both sides of the mattress. We revisited the place of purchase and explained the issue. The manager explained that there needed to be at least 1-1/2 inch indentation before any warranty could take place. The manager explained how to measure and take pictures and I did. At that time the indentation was only one inch. At 15 months I took the measurements and pictures again, at that time the indentation was at 1-1/2". August 2021 I filed an on-line warranty claim on Southerland's website. They actually responded and told me to go back to the place we purchased to file warranty. Due to unforseen family circumstances I was unable to return to the store till months later. Then the store had changed ownership (same manager) and said they couldn't help me because they don't sell that brand anymore. I was able to contact Southerlands and someone (*****) emailed me a warranty packet. I filled out the information, attached all the required photos and emailed the warranty packet December 14, 2022. (By October 2022 the indentations on the matress had DOUBLED in size to 3 inches! It is like two giant bowls on our matress where we sleep, this is even after we have taken care and roatated regularly as per manufacture instructions.) I never received an acknowledgment of receipt of the warranty packet. On January 4, 2023 I FINALLY got hold of someone after numerous attempts and they said it would be three to five weeks before they could look at my file. Since January 4th I have made over a dozen phone calls to Southerlands and there is NEVER an anwser. I leave a message requesting a return phone call, a follow up, just SOMETHING! A big ticket item deserves service!