Complaint Review: 1800 Mattress

In three years, I have gone through three (3) mattresses from 1800 mattress who is now owned by Sleepy's.  We invested over $2000 for what we thought was an important purchase for our health.  We got our mattress and within days, we were sinking in so deeply that our feet were literally above our heads.  So we were able to do a comfort exchange within the first 30 days and replaced it with a different brand promising to be much firmer.  Within one year, besides us sinking in to the mattress, the walls of the mattress caved completely outward.  We had an inspection done and it was found to be defective. 

At this point, we wanted our money back because after two horrible mattresses, we didn't want to go for a third.  However, we were told we could only get a credit and had to spend all of the money that was credited or we would lose it.  So we went back yet again and tried mattresses, looking for the absolute firmest and best recommended mattress.  We couldn't find a queen at a comparable price so to spend our $2000+ dollars we had to upgrade to a king size mattress, yet another brand.  With money still left over, we were told to buy pillows so we wouldn't lose the money.  Another year goes by and not only have we completely sunk into this mattress but again, the walls have collapsed outward.  An inspection is done - the mattress is defective which they openly admit, but there is apparently a stain on the mattress that voids the warranty. 

Besides the fact that this ridiculous loophole was designed to allow companies to sell inferior products and then openly screw over their clients....with many visits over 3 years to 1800 mattress and phone calls with their consultants, not one person told us that if the mattress was stained we would lose our 20 year warranty.  Nor were we told as I was just informed by a customer service rep that if we purchased their mattress cover I would have been protected against this situation.  Even when we had leftover money to spend to "waste" our credit, they were pushing pillows and not one person suggested buying a mattress cover though them.

Let me be quite clear, our mattress had a waterproof, full zip mattress cover on it - that I purchased not once for $150, but twice, since I had to upgrade from a queen to a king.  I also explained that we did everything possible to protect our mattress which we had hoped to have for 20 years because my husband, a U.S. Marine and veteran of Iraq and Afghanistan became critically ill after returning home, almost died and has permanent nerve damage that affects his bladder.  So I went to great lengths to find the top of the line, most indestructible waterproof mattress pads on the market which I used on both the queen and king beds we owned.

I cannot fathom how a company sells a consumer three faulty products in three years and then their solution to the problem is to have me shell out additional money in their store.  An example they gave me after they listed the top 6 manufacturers they would offer zero discount on is: to replace my $2000 mattress with an inferior and less expensive version of the one I already have (same brand), I would have to spend $675 out of pocket on top of the $2000 I already spent.

How this company stays in business in this economy when it so blatantly rips off their consumers with zero regard for doing what is right, is beyond me.  When I informed them that I used to work for a major network and have contacts within the major networks in NY and was going to approach the media, they instantly changed their tune to see if they could give me a courtesy above whatever they were offering, which confirms that they certainly have the power to do what is right.  However the supervisor they spoke told them there was nothing they could do.  If I can save anyone the stress of buying anything from either one of these companies - then I am going to do it.  God bless viral media as I intend to spread the word far and wide to never, EVER do business with these companies.