I recently filed a claim regarding a Stearns and Foster king size pillow top mattress that I purchased from Mattress firm. The reason for my claim is that a piece of wire was sticking through the fabric. We only noticed it because one day while my three year old son was getting off the bed he suffered a 6-7" slice down his torso.
Although the wound bled a lot it did not reguire stitches. I immediately notified the store where I had purchased the $1200.00 set of bedding and after filing some forms they agreed to replace it. However, I would have to pay $50.00 in transportation costs!
The day the delivery arrived at my home my wife was there to accept delivery. The delivery men were reluctant to make the exchange due to there being two stains on the mattress. One a juice stain and the other the blood stain from my son's injury. Eventually, they agreed to make the exchange. However, the store informed my wife that due to the stains we would not receive any warranty with the new mattress and that we were lucky to be getting a new mattress at all.
The Mattress Firm warranty does state that the mattress being exchanged must not be stained or it voids the warranty. Given the circumstances, we were furious.
I attempted to follow the proper channels in management in hopes of finding someone who had some common sense.
However after 5 calls it became apparant that they all read from the same script. Not only are they not willing to provide a warranty, but not one person ever apologized for the problem with the mattress or for it causing my son to be hurt.in fact, not even the district manager apologized even after confirming that he had seen the blood stain.
We are talking about a customer wanting a warranty, we are not pursuing any other action at this time. Do they not think that this could be pursued with minimal effort. We think that we are more than fair in simply asking for this to be warrantied.
Simply stated, I purchased a mattress that was defective and caused a personal injury. Replace it and provide me with the warranty I received when I purchased a product that I assumed was new and properly manufactured.
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