My husband and I purchased our first mattress together from Dormia in July and paid $2500 in cash for it because it was on sale for July 4th and it was a 25 year warranty, but mainly because it felt comfortable in the store. We were very pleased with it and had told our friends and family members about it. After a year we started to have problems with the mattress sagging in. We both started getting back pains and noticed that we would end up in the middle of the bed at night fighting for each others space. I called the company explaining the problem and they asked me to take pictures and send it over, so I did. I put a broom stick across the bed and took pictures of the huge gap that was noticeable. Dormia sent out a technician to still take a look at it, and the tech agreed it was in a bad shape. It was so bad that they did not even want it back so we ending up throwing it away once the new one was delivered.
The new mattress once again was great for about a year and a half, and at this point I had talking both my mom and my aunt into getting a Dormia just like mine so I got credit on my name and helped them purchased the same mattress I had. Little did I know that my wonderful mattress would sag again. I called the company back a few months ago and told them my problem. They sent out a tech that took pictures and measurement and said nothing but that they would get back to me in a week. No one called. Finally I called them within 2 weeks (thought I would give them extra time) they told me that I did not meet the warranty requirement which were mattress has to sag 1.9 inches or more for them to replace it and mine only sagged 1.5 inches. Also the customer service rep told me in the pictures some stains on the mattress were visible (no idea what she was talking about since I have a special dormia cover for the mattress, and that there are NO stains.) I asked to speak to the supervisor for the second time and both times the supervisor was unable to rake the call but was told to call me back. No one called me back. My husband and I are still in pain and hate the mattress, we have even rotated it and its still bad. My next action is to report dormia to the Better Business Bureau.
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