Malouf Fine Linens refused to warranty the protector or mattress even when their product failed and it was laundered using their package instructions.
I purchased a new mattress, costing over $2500 and therefore purchased the waterproof mattress cover because I have small children. My son had an accident one night and the waterproof mattress pad failed causing my new mattress to get wet and stained. When I contacted the company they wanted pictures of the mattress pad, the mattress itself and a copy of my reciept. I sent all of that in and then they contacted me to send the entire mattress pad back to them for "inspection". Of which I had to pay for the shipping. I sent it to them and after a week they emailed me saying they found (under microscope) small microscopic melting spots which supposedly caused the leak. She says my dryer, even though I followed the laundering instructions on the package and used low heat, must have caused these "microscopic melting marks". So, basically you cannot wash or dry this product at all or your warranty is invalid. She admits that the launder instructions aren't always accurate, that dryers can cause melting in these pads. If the package instructions said do not dry, then I would have not dried it and we would not be having this issue right now. But it doesnt. It says dry on low heat. I had the mattress & mattress pad for under 2 months before this happened so the mattress pad was only washed/dryed on low heat a couple of times. (I don't wash the cover every time I was my sheets)When I disputed this finding and asked for the manager she says she is the manager and there is nothing I can do. When I asked to see proof of these "microscopic melts" and that they were in direct relation to where the leak occured she says "she'll see what she can do". I still have not heard back from the company. My brand new mattress is now stained, which is why I bought the protector in the first place to avoid that & keep my new expensive mattress nice. I am very disappointed in the quality of this product, so fragile that you can't even wash it without ruining your warranty. I am disappointed in the way the company handled the transaction with me. I used my valuable time, efforts and money to follow all of their steps and they did nothing in return. You should see the explanation of what they found with my mattresss pad. It's clearly the smallest of small melted spots that they could hardly even justify why they weren't fullfilling the warranty themselves.
I feel they should not only refund my money for the mattress protector since it failed, but I feel they should have to replace my mattress as the warranty states. I would also like my shipping refunded as I had to pay to have it "inspected".
Business' Initial Response
Contact Name and Title: ******* *******
Contact Phone: XXXXXXXXXX
Contact Email: ****@malouffinelinens.com
May 21, 2013: ******** ******** contacted Malouf Fine Linens to complain about damage on her mattress which she blamed on the mattress protector. She also sent four pictures showing the damage done to her mattress, and various angles of the mattress protector.
May 22, 2013: Malouf Fine Linens replied to ******** asking for a copy of her receipt.
May 22, 2013: ******** sent a picture of the receipt.
May 23, 2013: Malouf Fine Linens asked ******** to send in her protector for testing. Directions on where to mail it to were given, and two scenarios were given. Malouf Fine Linens told ******** that if the protector was shown to be defective then Malouf Fine Linens would honor the extended warranty. ******** was also told that if the protector is found to be damaged, then it would no longer be protected under the warranty.
May 23, 2013: ******** agreed to send in the protector and asked if she has to pay for shipping.
May 23, 2013: Malouf Fine Linens explained the warranty does not cover transportation costs, but if the protector is found to be defective she will be reimbursed.
June 4, 2013: ******** says she mailed the package.
June 4, 2013: ****** from Malouf Fine Linens says she will watch for the package and will contact ******** when the testing is completed with the results.
June 12, 2013: ******** asked for verification of Malouf Fine Linens receiving the package.
Testing was done and found that the mattress protector had been damaged. The mattress protector had multiple small holes gathered closely together in three areas. In each area we found puckering of the polyurethane where it had been melted leaving the terry surface unprotected. (photos attached) The hole pattern and the puckering of the polyurethane layer was consistent with dry heat damage. This type of damage is caused by excessive heat in the drying process and voids the warranty on the protector.
June 13, 2013: Malouf Fine Linens told ******** the results of the testing and advised her to check what temperature her dryer is set at. ******** was also told that the warranty was voided because of the damage found.
June 13, 2013: ******** was very upset with the results and asked to speak with someone else.
June 14, 2013: ****** from Malouf Fine Linens explained again that the warranty is voided because of the damage that was found. She also explained that she is the Warranty Manager so she is the best person to talk to about the issue.
In her Better Business complaint, ******** says that she is angry because the product melted while following our care instructions and that "If the package instructions said do not dry (sic), then I would have not dried it and we would not be having this issue right now." However, as seen in the image attached, Malouf Fine Linens advises to line dry, and to machine dry only if necessary. This warranty card is included in every package and is easily visible when the product is removed from the package. We also state to not dry at temperatures higher than 135°F. It is the customer's responsibility to know what their dryer is set at.
Malouf Fine Linens respectfully submits that this complaint is without merit because Malouf: first, timely and thoroughly responded to the customer; second, conducted an investigation about the customer's complaint; and third, correctly determined that the product warranty was voided by the customer's actions.
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfied becuase they make it obvious that they will find anything they can to get out of warranty. I just want other consumers to know that if they should purchase a Malouf product, they are getting a poor quality product and they will deal with a company in which poor customer service and warranty service is the standard.
Business' Final Response
We're sorry to hear that the customer was not satisfied with our response. As previously stated, testing was done that proved the mattress protector was damaged, not defective. Again as previously stated, we advise to line dry and to tumble dry with low or no heat only if necessary. As shown in Figure 1 below, immediately following our advice to tumble dry low only if necessary we state very clearly to not dry at temperatures higher than 135 degrees F.
******** wishes for us to pay for her shipping, but in our warranty we clearly state that transportation costs are not covered by the warranty. Additionally, in our email correspondence (Figure 2) we were very clear that shipping costs would only be reimbursed if the protector was found to be defective.
We hope that ******** will understand the multiple reasons why her protector cannot be honored under our warranty. To try to help her with the unfortunate situation we already sent ******** a new mattress protector free of charge. We acknowledge that ******** is upset that she was unable to get a new mattress but Malouf holds no blame for the failure of the protector. Therefore Malouf respectfully submits that this complaint is without merit because the protector clearly fails the terms of the warranty.