Complaint Review: Haverty's

 I bought a queen size icomfort matteress from Haverty's in 2012 with a ten year warranty. In 2014 my husband and I started experiencing back pain at night and discomfort. The foam mattress has two depressions were we laid at night that was quite noticable. I called Haverty's called we service to get a warranty inspection. They sent out a tech who had a weighted plumb line and a small 2" measuring block. The tech took measurement and said the mattress was normal, not defective and that the depressions where not sever enough to be a warranty exchange. He also said that we could not call and complain about this issues for 6 months. A year later I called them back because of worsening back and now leg and arm pains at night. They sent out the same tech with the same plumb line and measured block. The measurements this time are 1 and 1/4. The tech says that the depression has to be at the 2" mark to be considered defective. I tell him that the mattress is unusable at 1 and. 1/4, that there is no way that we could last another year for it to be at 2". The tech files his report and leaves. I call customer service and plead my case that my mattress is unusable. They say that their technician has deemed the mattress free of defect. I tell them that the depressions are 1 And 1/4 deep. They say their technician has recorded only a 1/4 depression. I tell them that he is mistaken. I take my own pictures and send it to an email provided. I await for them to contact me back after reviewing the pictures that I have sent in. No one calls. I call back to customer service talk to someone different that informs me that the mattress depression only has to be 3/4" to be considered for a warranty exchange not 2" and that they will will my file and get back to me. No one gets back to me. I call again and I am told that the technician has denied telling me it had to be at 2" and that they are looking at the pictures that he took and it shows only a 1/4 depression. I question them about the pictures that i sent in that clearly shows a wide gape of the depression without any weight applied and they say that they can only make a determination based on the techs pictures. I ask for the corporate office and they refuse saying that customer service is my only recourse to resolve the issue. They say they will have my case reviewed and they will call me back. They do not.