Complaint Review: Simmons Mattress

I purchased a SIMMONS Mattress in March of 1999 from Mattress Giant in Salem, NH. It came with a "supposed" 20 year warranty makes you feel real comfortable right? The mattress cost was over $1000.00.plus the fabric guard for another $69.95. I should be all set.

It is only 4 years into the mattress' warranty and the bed began feeling very uncomfortable causing me to wake with terrible neck and back pain for which I sought medical care.

I later realized there was a steel cable sticking out the side of the bed causing the mattress to lose it's support.The coil springs also started making a popping sound while I would turn over on the bed. I called mattress Giant where I purchased it and I needed to go to their store and fill out a report.

I would also like to mention when I arrived at the store the 2 sales people did not even acknowledge my presence as I stood in front of them for atleast 5 minutes while they finished their conversation about their night out the evening before.

None the less, Mattress Giant later sent me out a package of forms I needed to fill out again, requesting me to e-mail pictures of the damage and a take a lengthy series of measurements of mattress deflection etc.They even requested that I remove the material from the underside of the box springs and take photos of the inside.Wouldn't that void the warranty?

I later faxed everything back to Mattress Giant and e-mailed the pictures only to receive a denial of my claim a few days later. This denial was received on a form letter stating "Simmons Mattress does not cover broken border rods". That was convenient, a pre-made form letter stating this, where all they had to do was insert my name where it said Dear_____________.

I told Mattress Giant I wanted to appeal this descision and they had a Simmons rep call me. He further stated they do not cover broken border rods no matter what. Even though it was only 4 years old and the mattress had never been moved other than normal flipping that is required by Simmons mattress company to maintain their warranty. He later stated that he would recommend to Mattress Giant that they give me a new mattress at cost.

My reply was not only do I not want to deal with them again after how poorly they handled my claim but getting a mattress at "cost" would be equally a joke as the car dealers that advertise "buy a new vehicle under dealer invoice".I am too uncomfortable on this mattress to wait for Simmons or Mattress Giant to decide what they may do for me and I am forced to spend more money on a new mattress after getting only 4 years life out of my "20 year" mattress. I would never recommend Simmons Mattress or Mattress Giant.

George
Bradford, Massachusetts
U.S.A.