The Brick
The Brick: Defective (Expensive) Mattress and LOUSY Customer Service - Simmons Royal Crown Mattress

A couple of years ago we purchased the supposedly high-end Simmons Royal Crown Matress. It was advertised as the best mattress over all, and for the price, you'd expect it to be. They warranty the product for 20 years, or so we thought.

During the recent move to our temporary home, we took off the plastic cover they make you keep on for warranty purposes, and noticed the mattress sagged everywhere. It was unbelievable, both my wife and I have been experiencing knee problems, almost simultaneously, and it just dawned upon us. The mattress was the common denominator! So we contact The Brick and requested they look into the matter. Hopefully our experience will help you in your next buying discussion.

Both The Brick and Simmons are looking for any excuse not to honer their warranty!

They sent someone to look at the mattress and the next thing we know we're being denied based on absolute bullshit!

It's a joke, after the back and forth dialog the customer service rep read the report and it listed the mattress as defective, but they keep looking for ways to avoid replacing the mattress.

Reasons they brought up so far:
1) The mattress was stained. (How could it possibly be stained with a plastic cover on it from day one?)
2) There is no box spring. (We were moving everything out of the house the day they inspected the mattress)
3) The sag is only 1 1/2" inches and we won't warranty unless it's 1 3/4" inches.

4) You didn't fill out a mattress warranty form! What a joke!!! After speaking with 8 different people, they just now bring this up!

Can't wait to see what else they come up with.

I'm off to buy a new mattress today, you can bet it won't be a Simmons mattress and double down it's not going to be from the Brick! I'm giving up on both The Brick and Simmons customer service. It's time to make this a legal matter.

Company: The Brick
Country: USA

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