Business ProfileforWG & R Furniture Company

We purchased a WG&R Elite Plush II Queen Mattress 7/20/21. After less than 1.5 years we noticed waking up with sore back and hips and discovered the edge of one side of the mattress was collapsed and no longer supported the middle of the mattress where you lay. At this point we initiated an online warranty claim and submitted photos and a form explaining the problem. WG&R required photos showing a string pulled tight over the mattress with a measurement showing how deep the mattress sagged. Three days later they called and left a voice mail stating the sag isn’t 1.5” deep so the warranty claim denied. We appealed the denial because it didn’t address our problem which is the failure of the edge of the mattress to support the center of the mattress, not a sag in the middle. So I submitted additional photos with a person lying on the bed that clearly depict how while a person is lying on the bed, one side of the mattress bulges out and the person sinks in and is not supported compared to the other side that shows the edge of the mattress does not bulge out and the person does not sink in as far. The appeal was denied because of the boxsprings age (6.5 years), and because the photos show the bed crossbars are not hardwood and there are no legs to support the crossbars. This is inaccurate and doesn’t justify nullifying the warranty. The boxspring is 6.5 years old but there is no wear and no indication of insufficient structural integrity. The bed is a high quality, 5/4 solid oak, Amish built bed. Regardless of what kind of wood the crossbars are made of, and how many support legs the bed has, the side of the mattress is what failed, and it is 100% supported by the side support panel of the bed and solid boxspring. None of their excuses for denial are legitimate. WG&R has not responded to my email to the service department, and the store ignored my email to them.

Hello ******, I spoke with your wife this evening. I have spoken with the representative at the factory at length and they have gone ahead with the approval of the mattress following our argument. A credit has been applied to your account to use towards any furniture purchase. I apologize for the inconvenience this appeal has been and appreciate the patience you have shown. Please let me know if you have any questions. Thank you,

This is welcome news however the last correspondence with WG&R was March 13. I received no response until yesterday, April 19th. On April 12, after 30 days of no word from WG&R, it appeared WG&R would not honor the warranty. The mattress was in the way and a source of frustration, so I disposed of it (at the ****** waste disposal site on 6th street). I have no mattress to return to you. What does this change if anything?

Hi ******, I have contacted our team to have an exception made for the return of the mattress. The credit on your account still stands despite the disposal of the mattress. We thank you again for the patience you have shown throughout this situation. Have a great day!