Boy, does this sound familiar:
I too have had to deal with the "mattress warranty debacle". One would think that a premium priced product would have some latitude or generousity "built in" to the warranty. When you pay over $2,000 in 1995, people think you're a little crazy. I simply justified it in my head with the old adage: "Buy the best - Cry only once". I knew from experience that buying the best would be painful but I would never have to worry about my bedding or at the very minimum, would be covered if something should go wrong.
Foolish me... Ive never seen or heard of so many subjective measurements, exclusions and flat out "loop holes" for the company to wiggle out of backing their products. I can uderstand if I was complaing about a $200 mattress... What do you expect for $200? However, for the price I paid, I would expect, at a minimum, a credit or allowance to make things right.
I called Macy's and got the service guy out who first priority was to find an iron clad exclusion (stain, damage, inadequate box spring support, etc.). When he couldn't find an "out", he measured the amount of "sag" in the mattress. It did not "sag" enough to be considered in need of relacement.
I specifically bought the mattress for it's unparrelled comfort and SUPPORT. It was by far the best I could find and afford. I was "sold" when the mattress touted a 15 Year Warranty. Shame on me for not reading the fine print. Never did I expect to see all the reasons they could refuse to honor the warranty. Never have I purchased ANY other product (electronics, tools, machines, computer periphrials) that I didn't feel I was paying a little more than the average in order to get a superior warranty.
My disappointment comes from the inflexibility when making the "sag" measurement. Once the bed develops a "sag", the amount that it "gives" varies based on the weight of the person laying there. A 110lb person may make a 3" "sag" go down another inch BUT a 240lb person may make it "sag" another 3 inches.
I didn't buy the bed to fix back problems but I never expected it to contribute to them either. It sounds like that's another "out" used by the Manufacturer to make the customer feel even worse for bringing up the problem.
So, in conclusion, I will continue to buy the best when it's a product that I feel justifies the cost (performance, longevity, warranty, etc.). What I WON'T do is neglect reading the "fine print" on the warranty. I never usually get "stung" on things like this but the bedding industy and their warranties are biased and faulty. READ THE WARRANTY before you drop a couple grand on something you think will be covered in the future.
I am just under the 15 year warranty window and I'll be calling Macy's again today. My wife wants to donate the bedding to the local Thrift Store (what a damn shame) and put our old $400. Bedding in it's place. BTW, it's older than the "saggy" stuff and still going strong with the same amount of use.
I sure hope my conversation is a pleasant and FAIR exchange with an equitable outcome but I have a feeling I'll be loading the stuff on my truck bed and heading down to Value Village this afternoon.
Shame on me - Shame on Macy's - Never again.
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