ComplaintsforMattress Land by Sleep Fit

• Initial Complaint

  02/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a mattress with a 10 year warranty On Nov 12, 2022. Spent $1000 was never told that if I didn't have it on a new box spring or a base that it would void the warranty. The mattress has since developed a 2 1/4" dip in the center. Mattress Land sent out people to take measurements for the warranty and yesterday I received a letter telling me that the warranty is void since it was on an old box spring. I feel we were misled by the sales representative. Had we been informed prior to purchasing not after the fact we would have done something different. Only 1 person sleeps on this mattress and they are not over weight. It cannot be considered misuse. We are not using it for gym practice.

  Business response

  03/22/2023

  I am writing this letter in response to complaint ******** which was filed b y ******* ****** o n 2 / 1 7 /2 0 2 3 . Although we sympathize with Mrs ******** situation we do not find any validity in her complaint. Mrs ****** purchased a SLPF CHAIRMAN 1 . 0 FULL MATTRESS from our North Store location. It was delivered o n 1 0 /0 9/2 0 2 2 . We inspected her mattress on 2 / 1 1 /2 0 2 3 after she contacted us a bout a possible warranty issue with the mattress. During our inspection we discovered that the mattress she had purchased was being supported b y an older mismatched broken foundation/box spring that was n o longer adequate for support. ( please see attached photos o f broken foundation). This foundation/box spring was manufactured b y Sealy in April o f 2 0 1 3 and was not purchased from Mattress Land Sleep Fit.. The use of this broken foundation over many months ultimately led to the damage and impressions in Mrs. ******* mattress. This falls under the category o f misuse and voids any manufacturer warranty. Furthermore, product warranties are the so le responsibility of the manufacturer, not Mattress Land Sleep Fit. Mattress Land Sleep Fit acts a s the manufacturer’s agent in co nductin g product inspections. The manufacturer ( Kingsdown Mattress) establishes the guidelines used in conducting the inspection. I have attached a copy o f Kingsdown ’s warranty policies below a s well. Please see under This warranty Does Not apply to the following: 
  Bullet point #1 0 : Mattress damage due to using an inappropriate box spring, platform foundation o r bed frame o r to using an improper support system. 
  Ultimately it is the customer’s responsibility to read and understand the manufacturer’s warranty policies. Pro duct warranties are the sole responsibility o f the manufacturer not Mattress Land Sleep Fit. Mrs ******* mattress damage was caused b y months of inadequate support from a broken mismatched foundation/box spring and is deemed a s misuse according to Kin gsdown ’s warranty policy. Mrs ****** may choose to reach out to Kingsdown Mattress directly to see if there is some form o f relief they can provide. 

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