My husband and I purchased a Simmons mattress in
October. We have over 2 inch body indentations
in our mattress which obviously makes it extremely
uncomfortable to sleep. Please keep in mind that my
husband only weighs 145 lbs and I weigh 125 lbs. I
can't imagine how bad the indentations would be if we
were overweight. I contacted Steinhafels because we
have a 10 year warranty. We went through the claims
processs (I have all of the dates documented). Our
claim was denied due to the fact that there is a stain
on our mattress. I realize now after they denied the
claim that warranties are void if there are stains
with the mattress.
Here is my issue with this:
1) We were never informed of this when we purchased
the mattress. The sales associates use the fact that
this mattress comes with a 10 year warranty as a
selling point. They fail to mention the fact that the
warranty is voided if there is a mere stain.
2) I spoke with the mattress sales manager, Paul, who
stated that the reason that they void the warranty for
stains is because stains show how you take care of
your furniture. The stain is due to the fact that my
husband had a bloody nose in his sleep. The rest of
the furniture that we have purchased (most of which
was purchased from Steinhafels) is in fantastic
condition.
3) I contacted Paul regarding this situation on
Thursday May 1st. He was to get back to me by Monday,
May 5th at the latest. I followed up with him today
(May 12th) as he had not contacted me yet.
4) Lastly, I spoke with Paul today as he stated that
there is absolutely nothing that Simmons or
Steinhafel's can do to help us. I asked Paul what
their policy is with their associates to inform
consumers about warranty information at the time of
the sale. Paul stated that "this is a dead end
conversation and he will not explain the employee
training policies with me". I then asked what
warranty information is given at the time of purchase.
He stated that it is not given at the time of
purchase but at the time that you get the mattress. I
clarified with him that I was not given any warranty
information (other than being told that there is a 10
year warranty) at the time that I paid for the
mattress in full but that it was given to me when the
mattress was delivered. He replied that is correct.
Again, Steinhafel's associates should not be
misleading consumers about the 10 year warranty when
there are such strict stipulations to it.
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