Complaint Review: Simmons Company

I bought a Simmons Back Care mattress set in late summber 2005. In less than a year, it developed deep impressions (it wasn't a pillow top) and when I contacted the store where purchased, they happily replaced it saying there was a manufacturing defect. The new mattress we received in late 2006 gave us the same problem, but this one is also very much out of shape. Seeing we moved from the area of our original purchase, I contacted Simmons direct through email. They sent someone to assess the problem and the first person agreed it was defective, though the company sent a form letter saying there was nothing wrong with it. Upon insisting there IS a problem and that my purchase was made due to back problems--and this product was supposed to help alleviate this, but only made things worse-- they sent a second adjuster out, and this person also stated the mattress shouldn't have these problems. Then came letter number two from Simmons saying "we found no structural failure..." and regarding the depressions ..."the mattress is contouring to the shape of your body". To me, this is totally bogus, when a fifteen-pound cat can get up from sleeping and leave a "hole" in the mattress. I feel this is a blatant disregard for customer service. I will NEVER buy another of their products and will tell everyone how the did nothing to satisify my problem.

Needless to say, I feel we've not only lost the expense on this product, which wasn't exactly cheap, but my back issues are even worse, and in fact, my husband is now complaining of aches and pains upon waking.

Nancy
Angier, North Carolina
U.S.A.

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