Our story began approximately one year ago, when we purchased a brand-new king-sized mattress set from a dealer here in San Antonio. We couldn't afford a "top of the line" set, so we settled for a set that retailed for $599.00. It seemed nice enough and the owner of the retail outlet was eager to deliver it to us. (For $20, of course).
After about six months of sleeping on this bed, we noticed that both sides of the bed had begun to sink. We were shocked, as the set was still so new. I looked at the label sewn on the mattress and it reads that there is 15 year limited warranty on the mattress. I attempted to contact the retail outlet where we purchased the bed, only to learn he was out of business (That guy deserves his OWN consumer complaints!). So, I started the process of trying to contact the manufacturer directly, as instructed on the warranty.
There was the city and state on the label, but no mailing address, so I decided to search online for this company and I DID find a website... But no phone numbers or addresses. So, using their online form, I e-mailed them, explaining my situation. I NEVER got so much as even a canned, automated response from this company. I then started contacting other retailers in town to see if any one else carried this brand of mattress, so that I could get some contact information. I finally found one other retailer, who gave me a phone number for the company. I called right away and was transferred all over the place until I ended up speaking to someone named Martin. I am sorry to say, Martin was not at all helpful, and was in fact, quite condesending. (He sounded as if he were laughing at me!)
He informed me that Posture Beauty would GLADLY honor their warranty - as soon as I figured out how to get the mattress to them for repairs! I couldn't believe this! I mean, I could see that it might be up to us to figure out how to get it to a retailer here in town, but how in the hell are we supposed to get it to Dallas? (Six hours away from us.) We have no truck, so we would have to rent a truck, or pay a shipping company and ship it, not to mention what are we supposed to sleep on while they repair it? I didn't even ask him how we were supposed to get it back from Dallas, as I assumed they would expect us to go pick it up as well. (All of which would involve us taking time off of work to accomplish the drop-off and pick-up!) This just seems so ridiculous to me! I mean, if I buy a new car, with a manufacturer's warranty on it, am I expected to get it to Detroit if something goes wrong with it? Of course not!
The end result of this company's (or at least this EMPLOYEE's) lack of williness to help us has resulted in only ONE thing: I don't get much sleep due to all the back trouble I am experiencing as this bed gets worse and worse. The bed is not even a year old and it already needs to be thrown out. We can't afford another bed. I wish I had known that "consumer complaints" was here all this time, as I might have found some help sooner! If anyone can help, we'd be VERY greatful!
Andria
Universal City, Texas
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