Ditto to the woman from Lodi who posted in 2008 on replacement of her mattress from Steinhafels.
Hard to believe, this is the second defective mattress I got from them — same brand. When I contacted them several years ago the customer service went through the Madison store, and I got nowhere. Eventually, after a ton of time and effort, they finally replaced the mattress. They told me at the time they would only replace my mattress ONCE. H-e-l-l-o... So you are stuck with a second defective mattress at that point. Why should I not have been surprised.
Unbelievably, the second mattress is actually also defective.
Now the customer service has been moved to the corporate center in Waukesha. They sent an "evaluator" to my home and he very easily "sighted in" that my mattress had a deep depression of two inches. Unacceptable. Who knows what will happen from here but at least they have come out as a token gesture. They no longer make this model mattress — hmm, wonder if others had problems with it, too! When I was mattress shopping, they overemphasized how important it is that you replace the box springs when you buy a new mattress. So, do you think they will "emphasize" that same importance now... When it's "their dime?" We shall see...
Do the math: If you extrapolate $800 over three years, you have now paid $267/year to sleep on your mattress and it's money out the window because you get to buy another new one in three years. Sealy must be using cheaper products, or at least for what they sell to Steinhafels, and the product doesn't hold up at all; or, extremely poor quality control.
One has to wonder if they replace the mattress with a new model/design, what backup do I have if that turns out to be cheap and only lasts a couple of years. It creates a situation where the consumer is made to look like a "complainer" when, in fact, the product is truly defective. Manufacturers and their distributors should be honest and accountable if they want to stay in business.
I will re-post to let you know the outcome. At this point I am still going to give them a fair chance and go from there... Just feel it's important to share my ongoing saga with them.
J, Veron
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