I purchased a Spring Air, Infinity, St Moritz sleep set at Mattress Giant in mid April of this year . [The only place you can get this model is from Mattress Giant and only certain locations. This is because they can guarantee price against competetors.] In July The mattress collapsed in the lombar area and all of the edges sink, deeply, when I sit there.
When I contacted the store they sent me a set of forms to file a report with photos and explanation of defect. After about a week or so they sent me a letter to advise that they forwarded the paperwork to Spring Air for further processing. I waited a few days and called Spring Air Customer Service and they said it was not there yet. A few days went by and I called again, still nothing. I called Mattress Giant to assure the paperwork was indeed sent, It was not but they assured me that it was going out that day. The next day Mattress Giant called and confirmed that Spring Air now has the claim.
I called Spring Air and they also confirmed receipt of the package but it would take about ten days to process. I waited a week and called to get an update on the claim. They said the claim was processed and a letter of determination was mailed to me. They had no information what was in the letter. I waited for two days and still no letter. I called again and I got the same answer but they said it was mailed on the day I first called.
It is now six days since they told me it was mailed. I called again today, after my mail delivery, to tell them that I still did not get the letter. The girl said she would have them remail the letter. I pressed her to at least tell me what was in the letter. She finally told me that she did not know what the letter said, but it was a denial.
It would not take a genius to see that this mattress is trashed in less than four months. I did not even get a visit from an inspector. HOW can they DENY the warranteed product from replacement.
Putting my physical and financial difficluties aside, no one should have to put up with this type of business.
I need help!!! How do I get this resolved quickly? Please advise.
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