Bernice H
Bernice H
  • Hometalker
  • Woodburn, OR
Asked on Dec 30, 2011

Need Mattress advice, how to deal with store/company?

Bernice HRuth KKevin M. Veler, Law Office of
+16

Answered

I need some feedback with what I consider a problem mattress. We bought a Serta memory foam 6 months ago, within 2 months I noticed the middle of the mattress mounding up , and where I sleep, dipping so that when I turned over I can feel the mound, my legs going sideways uphill, so to speak. So we turned it around, put slats under as the instructions said, and it is still doing it. However when you LOOK at it you dont see the well, or the mound. It is the center that is firmer, and where I sleep is dipping me so that I sleep in this well. Which is why we got rid of our older mattress.
So my question, BEFORE I contact the store or Serta, is, does anyone have any EXPERIENCE dealing with a mattress problem? I know what the warranty says about measuring and stuff, however when you look at the mattress it looks perfect, but when I LAY on it..down i go.
This baby was expensive, $1200, and problems with memory foam in 2 months doesn't sit right with me. There is a 10 year warranty , I sure cant see sleeping on it for even another year. I have back aches with it.
I sure would appreciate some idea and feed back of what to expect in dealing with the store, company etc. what to say, do, the warranty doesn't leave a lot of room for discontent, but 2-6 months is not a good deal in my estimation.
Any experiences or advice?
19 answers
  • Bernice, I don't know about the mattress but if you paid by credit card remember you have 60 days from the first bill with the charge. In addition to the warranty and store policies, I would dispute the bill with your credit card company to protect your rights. If its been 6 months, probably 3 months too late but just on the off chance.

  • Bernice H
    on Dec 31, 2011

    Thanks...no, we paid cash..hah! Got on a debt free way of life, and so we thought we were doing so good. Now i realize we could have used the card, then paid it off. but it is too late for that anyway. I just want to know what they will say other than no way. and how I can counter it without paying more for a NEW mattress like a friend did.

  • 3po3
    on Dec 31, 2011

    Oof, sorry to hear that Bernice. I have not personally dealt with it, but the mattress sales industry is notoriously shady. However, you'll never get anything from them if you don't try. I would start with the store. They will likely send you to Serta anyway, but it's worth a shot.

  • Sue C
    on Dec 31, 2011

    We have had one for several years. The hubs built a wooden box for a foundation. it works so well we built 2 more for the other beds. My sister had one built this week.

  • I would be interested in knowing how the company steps up on this. Wife and I were shopping for a new king size and I was falling down on the three grand prices and up for what I consider a over sized pillow that is flat. I certainly do not want to purchase such an expensive item only to find that the company will not hold up to their end of the bargain.

  • Bernice H
    on Dec 31, 2011

    I will certainly keep you up to date on whatever happens. I also posted this on HGTV message boards, under cleaning, and a poster has said they had the same problem with memory foam as I am. However we had a memory foam topper fro m Costco for over a year, and had no problems like this. It was over our old mattress which did have the mound in the middle, but the topper minimized it real well. However another poster said they had the same problem,and they ended up paying another 800 for another "better" mattress. Now that really doesnt sit well with me. I feel like mattresses are overpriced anyway! Supposedly the store warranty says we can exchange it for the same type . Now why would I want another potential problem mattress? But I will keep you in the loop, and hoping for more feedback with those who have had experience in dealing with store and company re mattresses.

  • Teri F
    on Dec 31, 2011

    go above the basic customer service rep, go to regional mgr where you purchased it....explain it doesnt live up to its advertised functions...if you dont get any good verbal feedback, ask for corporate headquarters so that you may write a letter to ftc and consumer reports etc....write the letters even though you will already have talked to corportate at this point in time...request that they either replace the mattress with an upgrade free of charge or that you will be forced to file a fraudulent advertising claim against the company

  • Teresa D
    on Dec 31, 2011

    Bernice. You sound alot like me ... doing your research due diligence before dealing with the store. Be careful of spinning your wheels and getting worked up anticipating the worst. Teri is right on point. Sometimes we have to fight for justice. Anyway, I had an issue with a mattress I bought. It was a Simmons high-end mattress, around $2000 retail but I bought the previous year's model on clearance for about half that price. After a couple of years, the mattress seemed to sag and I was sleeping in a dip. I did the same type of research you are doing now, anticipating a fight with the company since it had been a few YEARS and you couldn't SEE the dip. I even shopped around for a new mattress - sure that they would not be willing to do anything. While shopping for a new mattress, I went to the place where I got the first one and just mentioned to the sales guy what I was dealing with. He looked up the original sale in the computer and had to go through some different records since it had been so long ago. Turns out, I wasn't even given a warranty because the mattress was a floor model (which they didn't tell me) Long story, short ... I got a brand new mattress at no charge - not even a delivery fee. They simply swapped mattress and boxspring. It wasn't a $2000 mattress but I didn't care. I have back problems and needed a resolution. I got a brand new mattress with a full 20 yr warranty and I didn't have to fight for it. I was kicking myself for taking so long to address the issue but maybe timing is everything. All that said, I would go ahead and contact the company with your issue and give them a chance to resolve the matter. If they react unfavorably, kick in with Teri's suggestions and fight for your right to get what you paid for. Good luck!

  • Bernice H
    on Dec 31, 2011

    Woodbridge...after reading SheilaG's thoughts, I think if I had to do it again I would do what she suggests, buy a good basic mattress, then get a topper.... I dont know how this will turn out, but pillow tops and memory foam should be separate, so can be replaced. we have an auction place near us that sells new furniture, including mattresses, they run about 2- 300..top of the line, last years models. That would have been ok with a topper. We were leery then, but certainly wouldnt have been the wracking situation as we are in now.

  • Peace Painting Co., Inc.
    on Dec 31, 2011

    In general, are memory foams a good way to go? We will be needing a new mattress soon and I always wondered why we need such an elaborate system with box springs.

  • Teresa D
    on Dec 31, 2011

    That's exactly what I did @SheliaG. The replacement mattress was a good, solid mattress and I purchased a memory foam topper. I think I went with 4".

  • Sandy G
    on Jan 6, 2012

    We also bought a Serta with a mattress that "never would need turning"...king size. It also conforms where we lay with the center mounding up; It isn't a memory foam, but has a down filling on the top layer. How do you fluff down on a king mattress?? sure can't toss into the dryer like with pillows...we too, pd with cash, so we're stuck with this huge bed w/deficits...otherwise, tho, it is comfortabele! live & learn...you on the other hand, have time on your side, and should be able to get a replacement. Good luck...

  • Bernice H
    on Jan 12, 2012

    Update.....I went to the store where we bought the mattress in July. It has been sold to Sleep Country. the young feller directed me to call customer service, I did, they will get a team to assess and handle. However the young salesman said usually it will be measured, and has to be 1 1/2 inch deep. Well this is a Latex, (not memory foam after all), and it pops back up. so we shall see what happens. I will update , more for information if you ever have a problem like this. Jan 11 '12

  • Teresa D
    on Jan 12, 2012

    Fingers crossed, Bernice. I hope it works out in your favor.

  • Bernice, check there website under warranty claims and information to see if any of those policies are posted so you can review them ahead of time. If not, ask if you can get a copy -- you might have to ask the young man who helped you. Having the information ahead of time can help you address someone who shoots from the hip on the company polcies or misapplies them. Or may just not be completely informed of exceptions. Even if the company policy says "no" be an effective consumer protestor by knowing what you want for a result and pushing in a business like manner for them to get to the right answer. A well reasoned case posted on social media can often cause a company to take a different response.

  • Bernice H
    on Jan 12, 2012

    Thanks Kevin, and Sheila and Teresa. I do have a copy of the warranty that came with the mattress, but Kevin, I certainly shall go to their site. If I have any trouble maybe I can even go to Consumer's Report, or mention to them that I could. But this young guy says Sleep Country is big and not a problem. We shall see. I just dont really know what I would want in exchange, especially for this kind of money.

  • Bernice H
    on Jan 12, 2012

    Another update..sleep Country called , sending a "packet" via email. Ihave to measure the depression. Hmmm Not sure if tht is possible. I will let you know. FYI..Here is a link to consumer Reports about mattresses, CR's lack of info , coments , experiences etc. Goes back a couple of years so go to last post and start there. I read several pages. Now I am really confused! But it may not be helpful to me after all. http://forums.consumerreports.org/n/pfx/forum.aspx?tsn=1&nav=messages&webtag=cr-mattresses&tid=5

  • Ruth K
    on Feb 15, 2012

    we bought a sealy posture pedic set,almost $2000. with in 30 days the sides broke down,where you might sit on the edge. They immediately replaced it as "They know these are bad"!! The new one is doing the same as you say yours is. We have turned etc, I called company and expressed my complaints and said I was going to place it curb side with a sign. We were asked to pay to have an inspector come to the house. However after my insistance,they agreed to waive the fee. He will be here on Feb 24th to see if "WE" damaged the matress. We are seniors ,not like having kids that might jump on bed. also the material is wearing thru in the middle of the mattress. Would like to know if you get results.

  • Bernice H
    on Feb 18, 2012

    Hey Ruth, we (I) havent done anything yet, recouperating from surgery, now dealing with sinus cold, no interest yet in being firm with them. But yes, they said I would have to pay $50 for having an inspector come, whaaaat???? This is after taking pictures of the (hopefully visible) depression. I did get a reply from a woman on HGTV site, under "cleaning and organizing" She said to lay on the mattress long enough to get the depression , then take a picture real quickly! Sounds like a plan to me! For some reason this is not bothering hubster! I can't understand this, because $1200 or so is riding on this. And if this is what is happening within 6-8 months, (actually within 2 months), what will this be like in 2-3-5 years? I wish I felt better so I could tackle this. I am not ok enough to physically do this myself. Have to take everything off bed, then lay down , then jump up, take a picture, measure with ruler, take a picture..good grief! Hubs schedule doesnt always correspond with my bed making! Sounds wearisome right now! But i will get to it. Hopefully before the 24th, Ruth..but I am anxious to hear what tyour guy says. Yeah, we are seniors too, no kids around.

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