- Report: #72982
Complaint Review: American Mattress - Arlington Hts Arizona
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American Mattress
Arlington Hts And Rolling Meadows Il Arlington Hts, Arizona, U.S.A.
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American Mattress To Owner or President Arlington Hts illinois
To: Owner or President
Over the past 9 months, we have noticed that both sides of the mattress have sunk, leaving an unsightly uneven appearance especially after the bed is made. The depression shows right through the bedspread. Additionally, my back ailment has increased to the point where I am beginning to experience sciatica.
We contacted the store in Rolling Meadows. They found our purchase on your computer (Pullano 847-593-5149) and scheduled a dream inspector to come out and examine the mattress.
I got a call from the inspector on Saturday asking to come over at 8AM Sunday morning! It seemed unusual but I said okay. The inspector (Frank) took some measurements and tried to explain to me that the depressions were not deep enough to enforce the warranty. We needed to be 1/8" inch deeper to qualify. I explained that the appearance of the mattress was not acceptable and my back was beginning to spasm from the sag. He said he would make our comments known and that we should hear from someone within a few days. Weeks went by and no contact. Finally, I contacted the Arlington Heights store that told me to contact the Rolling Meadows store. Still no reply after one week!
Finally, in desperation (and playacting), I stormed into the Rolling Meadows store yelling and demanding we get some satisfaction. I told him the mattress we bought is sh**. The assistant manager who appeared frighten by my uncontrollable anger, assured me we would be contacted by a district manager. That was 2 weeks ago. No calls.
My next course of action is to carry my mattress to your stores' entrance and show potential customers what happens to an $1100 mattress after 3 years use and following all the rules on rotating and flipping every 3 months. I am also President of the local Little League (1000 families) and I plan repeat my frustration in our newsletter and every meeting I preside over to prevent others from this humiliating and insensitive experience.
Your customer service is a disgrace! I want you to honor your warranty. Give me a new replacement. In addition, do not send me to one your stores. Your managers are brain dead and non-responsive to customer needs.
John & Kathy Pullano
John
mt prospect, Illinois
U.S.A.
Over the past 9 months, we have noticed that both sides of the mattress have sunk, leaving an unsightly uneven appearance especially after the bed is made. The depression shows right through the bedspread. Additionally, my back ailment has increased to the point where I am beginning to experience sciatica.
We contacted the store in Rolling Meadows. They found our purchase on your computer (Pullano 847-593-5149) and scheduled a dream inspector to come out and examine the mattress.
I got a call from the inspector on Saturday asking to come over at 8AM Sunday morning! It seemed unusual but I said okay. The inspector (Frank) took some measurements and tried to explain to me that the depressions were not deep enough to enforce the warranty. We needed to be 1/8" inch deeper to qualify. I explained that the appearance of the mattress was not acceptable and my back was beginning to spasm from the sag. He said he would make our comments known and that we should hear from someone within a few days. Weeks went by and no contact. Finally, I contacted the Arlington Heights store that told me to contact the Rolling Meadows store. Still no reply after one week!
Finally, in desperation (and playacting), I stormed into the Rolling Meadows store yelling and demanding we get some satisfaction. I told him the mattress we bought is sh**. The assistant manager who appeared frighten by my uncontrollable anger, assured me we would be contacted by a district manager. That was 2 weeks ago. No calls.
My next course of action is to carry my mattress to your stores' entrance and show potential customers what happens to an $1100 mattress after 3 years use and following all the rules on rotating and flipping every 3 months. I am also President of the local Little League (1000 families) and I plan repeat my frustration in our newsletter and every meeting I preside over to prevent others from this humiliating and insensitive experience.
Your customer service is a disgrace! I want you to honor your warranty. Give me a new replacement. In addition, do not send me to one your stores. Your managers are brain dead and non-responsive to customer needs.
John & Kathy Pullano
John
mt prospect, Illinois
U.S.A.
1 Updates & Rebuttals
Kevin
Elmhurst,Illinois,
U.S.A.
American Mattress Does Not Warranty Your Mattress...
#2UPDATE Employee
Tue, July 04, 2006
...Serta does... If there is an issue with your mattress and you goto the dealer (American Mattress in this case) then we in turn send a Serta rep- a certified, qualified Serta rep. Yes, there's a $35 fee, but that is charged by Serta for inspection and re-delivery- not unlike other mattress manufactures . We are not unlike other mattress companies in the way we do that, and Serta is not unlike other companies in the way they stand on warranty issues. You don't make mattress purchases every day, so the ins & outs of mattress buying are sometimes confusing to most consumers. ALL mattress companies WILL NOT cover a stained mattress of any sort... it's not that hard to understand: -There's no way to know what the stain was from, whatever goes into a mattress stays in a mattress- vaccuum it, scrub it, professionally clean it all you want... it stays. Whatever caused the stain may also have caused the breakdown. All mattress companies have a standard set for what is considered normal wear (known as body impressions), and what is considered a "sag". By standard I mean an exact measurement. The measurement is not an unreasonable amount either, in this situation the customers mattress was not even an 1/8" inch, which was the required amount. An 1/8" is nothing, think about it... you mattress is (with a full 10yr warranty) warranty for 10 YEARS not get over a 1/8" body impression! Also price does make a difference... I have read posts from people saying "why pay 1000s of dollars for a mattress, i got a deal from so-and-so's for 1/4 of that price for a great mattress set!" ...I'm just going to follow up by saying "yeah, right!" ... that's like parking a KIA next to a BMW and saying "this KIA is just as good and I only paid 1/4 of the price you paid for your BMW!". There's a big difference between a good deal and paying less for less quality. If a sales person tells you that their $500 set is the same as the other guys $1000 set... they are lying! I'm sorry this customer feels they were given such "shady" treatment, someone should have responded quickly. In the same turn though, the response would have been the same from every person they spoke to. How can an item that has no warranty issue be replaced after 3 years of use? $5 or $5000, sit down and read the warranty info that comes with the products you buy. It makes you a smarter consumer all around....
