I purchased the defective Tempur Pedic mattress directly from the manufacturer in May.
1. Required to purchase base board to be covered by warranty (ineligible for warranty)
a. I have a set of new mattress foundation set so; I attempted to purchase only the mattress. The salesperson informed me that I was not be eligible for the 20-year warranty if I did not purchase the mattress foundation set so; I purchased the mattress foundation set.
2. My mattress set arrived after 15 days.
3. Required rotate mattress every month to prevent cellular foam from deteriorating.
A. The cellular foam mattress is so heavy it takes two men to deliver the set. The deliverymen informed me to rotate mattress every month to prevent the cellular foam from deteriorating.
B. I shared my thought with him regarding the infomercials that state no flipping and no rotating the mattress.
C. The deliverymen said if you don't rotate mattress it will lose the firmness and become soggy within three months.
4. After two months the box spring began to squeak with every move.
A. I called Tempur Pedic, and they replaced the squeaky box springs after two weeks.
B. Coincidentally, shortly after the box springs were replaced the mattress began to become soggy.
5. Customer receives a set of pillows and (a misleading) 3-months trial offer.
A. I noticed a noticeable difference in the texture of the mattress after the second month. I called to complain, but I was told the 3-month trial is void for me because I did not accept their financing and I had received a set of pillows.
B. I was not informed that the 3-month trial is void if the customer receives a set of pillows.
C. Even though I called within the 3-month trial period the customer service representative apologized for not being able to honor the 3-month trial and verified that the cellular foam began deteriorating after the third month.
D. I continued to call every three to six months to complain about the sogginess of the bed. I even offered to pay the different to upgrade if they could guarantee a more firm mattress.
E. I shared with the customer service representative that the soggy mattress hurt my wife's neck and hurt my back every time I lay on my back or stomach. The customer service representative said the mattress designed to lay on your side (see logo) and it was not designed to lay on your back or stomach!!!
F. After one year the box spring began to squeak again, with every move (extremely annoying).
6. Misleading 20-year warranty
a. After complaining for a year and a half, Tempur Pedic finally sent to me the warranty claim forms.
B. Actually the warranty is 10 years because after 10 years there is a prorated fee scale to replace the defective mattress.
C. Customers must qualify for the warranty it is not automatic.
7. Unreasonable requirements to meet warranty conditions
a. Remove the zippered cover from the mattress
b. Remove the mattress from the foundation and place it on the floor!!!
[The mattress is over 100 pounds two people deliver the mattress, but Tempur Pedic requires customers to move the mattress to the floor - alone.]
c. Place a straight edge across the mattress where the sag is located. Straight edge???
D. Take a photo of a FULL SHOT, FROM END TO END of the straight edge being used.
E. Stand a ruler or a quarter on end against the straight edge to illustrate depth of the sag???
F. Take a few pictures illustrating the measurement and the fact that the mattress is obviously on the floor???
G. Mail or e-mail the pictures.
8. Company negligent to respond to emails and complaints.
A. I filed the complaint with photos on October 6
b. It has been nearly two full months and Tempur Pedic has not processed my claim.
Darryl
Houston, Texas
U.S.A.
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