Complaint / review text:
I went to Mattress Depot USA near the Southcenter Mall in January 2011. I looked at various mattresses and was looking for a firm mattress with no pillowtop. After trying out various mattresses in the store, I decided on an Englander Topaz Extra Firm Hilliyard. Before purchasing the mattress, I took a couple of days to consider my decision and do a bit of research about this mattress. I found some reviews that stated that Englander mattresses were subject to sagging, but they were no unanimous in this opinion. I returned to the store and inquired about the customer satisfaction guarantee and also about the warranty for this mattress. I was told that I could return the mattress within 30 days if I had problems and that the mattress was warrantied by the manufacturer in the case of defects.
Initially I liked the mattress, but within 2 weeks, I was beginning to notice sagging. I only weight 135 pounds and am a fetal side sleeper. I began to worry and at 30 days, I went into the store in near Southcenter. David Taylor, the Manager was there and I explained that I was noticing sagging. David convinced me to not really worry about it since all mattresses will sag a bit, but if this mattress did develop a progressively deeper sag, that it would not be a problem claiming it on the manufacturers warranty. He gave me his card.
In early May (only 4 months later), the sag made it completely unbearable to sleep since any movement away from the bottom of the sag required active effort to not roll back to the center of the sag. I went back to the store and David had moved to another store. The staff there effectively told me too bad, but I managed to get in touch with David. He offered to present the mattress to Englander for a warranty claim. I carefully documented the sag with very clear photos showing that the sag was 2. Ultimately, Englander came back and told him (and me) that a depression doesnt constitute a warranty claim. David and Mattress Depot USA have screwed me out of the cost of this mattress because I trusted them to stand by their policies. Mattress Depot USA is very unethical and David Taylor is not worthy of dealing with clients. Englander mattresses are junk and if you read a review of how these mattresses sag, believe it. Do not buy Englander and do not but from Mattress depot USA. You will end up with an inferior product with no recourse. I hope you avoid unnecessary trouble and avoid both of them at all costs.