Customer ReviewsforKingsdown, Inc. USA

I purchased a Kingsdown mattress in 2017 and now it has deteriorated tremendously and sunken in so bad until it hurts my body completely, being disabled I filed a complaint because I had a 10 year warranty on the mattress, but Kingsdown denied it., they said it had a stain and was 1.5 inches sunken in. I am reading all the complaints against this company and seem like BBB is allowing this company to continue their business and disregarding the consumers complains, so I advise anyone not to purchase this product.

The warranty claim was carefully reviewed and based on the degree of the penetrating stain, the mattress did not qualify to be replaced under warranty. All mattress manufacturers require that the mattress be free and clear of any stains to be eligible for the protection of the warranty. The reason that a stain compromises the integrity of the mattress is because the mattress, being made of foam, fiber, and inner padding material will absorb the penetration and begin to compress and break down. Heat, pressure, and penetrating moisture cause deterioration inside the mattress. While professional dry cleaning may remove the outward appearance of the stain, the inward damage cannot be reversed, voiding the warranty. The warranty recommends the use of a mattress protector to prevent soiling/staining.

Kingsdown Inc. Mattress and Metro Mattress in Buford, GA I purchased a mattress manufactured by Kingsdown Inc. in 2017 from Metro Mattress in Buford, GA. In the fall of 2021, the mattress had developed a sag in the area considered the center mass of the body around the hips. I’m a big man 6’3” 210lb but not disproportionately distributed. The mattress has become a hammock to sleep in. This is not a cheap mattress in fact it was very expensive, Kingsdown top of line product. I contacted the store I purchased the mattress from, Metro Mattress in Buford, GA. They informed me that I needed to contact the manufacture for any warranty claim. I subsequently contacted Kingsdown Inc. to begin the process. Kingsdown Inc. in the biggening was very attentive and positive about my concerns. After describing the problem, they decided to send a field tech to look at their mattress. This tech took all of his measurements around the perimeter of the mattress but did not look at the area of the mattress that was at issue. Pursuant to this tech’s repots Kingsdown determined that they had no warranty liability, sent me the report including pictures of the measurements that were taken. These pictures clearly showed where and how these measurements were taken. They also sent a copy of the warranty and different warranty schedules showing that this mattress had a 20 year non prorated term. I responded to their warranty denial expressing disagreement with the report and the methodology used in determining the existence of the mattress problem. Following this exchange all I received from Kingsdown Inc. were duplicate canned letters speaking to their great integrity and their support of their product. Kingsdown has neither of these corporate characteristics. So, a warning to the wise. Steer clear of any products manufactured and sold by Kingsdown Inc. **** **** *********, GA

It is unfortunate that the product did not prove to be defective under the guidelines of the warranty. We would never deny anyone the opportunity for replacement when these guidelines are met. The mattress based on the inspection from a third party service company that does this for entire mattress industry not just Kingsdown did not show any defects - it shows it is recovering the way it was designed to. It is high end bedding and will conform to the body type resting on it. We were as transparent as can be - our warranty is basically and industry standard warranty. We will be more than happy to provide the inspection report and photographs supporting the warranty. It is not an automatic replacement program. With any type of warranty. it is a claim program, meaning the product has to be defective before it will be authorized for replacement. Mr. ****'s did not. If we did not meet or stand behind anything in the warranty we would like to know and will be happy to address it.

As I stated in my review of Kingstown and their “customer service” I have pictures of the measurements that were taken by their tech. It clearly shows that measurements were taken where an unfortunate owner of their product would never have a problem. The complaint I expressed to their warranty department was not addressed and when I suggested this I revived 3 canned responses that were verbatim identical. Denials of my claim. Kingsdown had no intention of backing their mattress from the beginning of the process.

We bought a Hybrid Sleeping Beauty Mattress made by Kingsdown from a Cincinnati furniture store in August. After just 5 weeks a lump developed in the middle and depressions developed where my husband slept and where I slept. The mattress was uncomfortable as I have back problems and need a firm mattress. We did an in store mattress test and were told that this would be the best pick for us. I now realize that it was just an advertisement ploy to promote the mattress. I was under the impression that if we were not completely satisfied we would be able to get a partial refund or at least exchange the mattress, and fell this would be fair especially since the mattress started sagging and developed a lump in it. Someone came out to our home and measured the depression. There was a 1 and 1/2 inch depression where my husband slept along with a sizable hump down the middle of the mattress between the two of us. The report was turned in to the company and we received a cold, uncaring letter a few weeks later stating that nothing would be done by the company because it is normal that the mattress would depress to conform to a person's body. The mattress cost was right around $1000.00. Our advice would be to stay away from this company and it's products. One star on this mattress review is too much.

The Kingsdown USA Warranty team does not have any record for Sandra Algiers in our database. Was a claim filed under another name? Did you file through the Retailer? Did you file the claim with Kingsdown Canada? Would you be able to provide your serial number for your law tag so we can track the production stats? If you would just be so kind and provide us with a few more details to allow us the opportunity to assist you further. We do care and the Bed Match is not an advertising ploy. Thank you, Kingsdown USA Warranty Support

I think that as much as these mattress cost they should hold up better than what they do. I brought 2 and had to replace one and they sold me another one I had back surgery and this mattress just makes my back worst. They sent a guy out to inspect the mattress that didn't do a good job of measuring the mattress. I only had this mattress for almost 6months and the middle have already has a bad sag in it I wouldnt recommend kingsdown mattress to no one .Would like to speak to the company manager

Ms ***** has spoken with both of the managers one being the VP in regards to her mattress and why her warranty claim was denied. There are specific "care" instructions provided with all mattresses so our consumers are aware of how to take care of the product. The mattresses can only perform as well as they are "allowed" to. With her first mattress we replaced it as a courtesy although the support was inadequate per the industry standard requirements. At the time we replaced her mattress, we requested and strongly suggested that she correct the support or the same issue would continue to happen. When she filed a claim on her replacement mattress all reports and photos showed that her mattress was failing again because she did not correct the support issue. It is not the mattress but the support that is the problem. We denied her claim due to damage not defect and the damage is due to the inadequate support. Thank you for allowing us to speak to this.

If I was told that I needed a middle support from the first mattress I would have brought one my queen size bed does not call for a middle support any way on the box spring there is a middle support so I figured that would have been enough support after having 2 back surgery and this is supposed to be the best mattress money can buy still your mattress shouldn't have bent in the middle I paid too much money for these mattresses