I purchased multiple mattress protectors from Rooms to Go in July. The big 'selling' point on the protector is that there is a 10 year warranty against leaks and stains. If it leaks, call us and we will come clean the mattress or replace it if we can not clean it..
I purchased a King mattress in April of since the mattress protector was less than 10 years old, we did not purchase another protector for the bed. The two we already had purchased were still supposed to be under the 10 year warranty.
Now, the protectors have leaked, and my new mattress has a stain. Rooms to Go will not clean the mattress, or even send anyone to take a look at it. Although, I have spoken to 3 sales associates this week, and they all agree is should be cleaned and do not understand why the warranty is not honored.
I completely understand if I had an existing mattress and placed the protector on after the fact. I woul dnot even call on the warranty. However, this is a NEW mattress purchased from Rooms to Go, protected with THEIR mattress protector that is supposed to be good for 10 years.
I am not told (by a less than polite rep) that it is not a ten year warranty unless you purchase both at the same time. This is the complete opposite of what i was told at time of purchase. I purchased the King protectors from the Rooms to Go Kids store (at the same time I purchased all of my daughters furniture). I was told the warranty would be good for 10 years, and apply to new mattresses purchased (ie, when I replace my old mattress later, the 10 year warranty would still be good).
I have asked twice to speak with a supervisor in customer service, and twice I have not been able to speak wiht one. The first time, i asked to have them call me back. The second time, I get "I will transfer you to my supervisor to repaet what i just said so maybe then you can understand" she then disconnects the phone on me... Really?!?!
5 mattress protectors purchased and they all leak. The $10 protector I purchased from Walmart works better - and the customer service is better!
So now. Not only am I stuck with a stained mattress - the Mattress we purchased was complete and total garbage. Within 8 weeks of purchase, the mattress was sagging, now less than a year later, there is at LEAST a 4 inch drop/slope in the mattress. I should have purchased from.
Sorry, allowing you to give a competitors name would instigate others to just file against their competition, to only come back later to suggest their company. Plus, if you post a competitors name more than likely they will show up on search engines as a Rip-off! - - your comments on this policy are welcome.
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