Complaint Review: US Mattress Company - Concord North Carolina

Herewith is redacted copy of my letter to US Mattress' Company's CEO:

Joel Nashif,

President & CEO                                                          

US Mattress Company, Inc., DBA US-Mattress.com

1289 Rickett Road

Brighton, MI   48116

Dear Mr. Nashif,:

  I called your company regarding my interest in purchasing a mattress and spoke with your sales person  who identified herself as Anita. I had spent hours on your website reviewing mattress brands and styles. Anita, seemed knowlegable and professional. However, I now question her advice. Instead of the mattress I had called about she recommended another mattress, a Simmons Sheldon Super Plush Pillow Top which I finally purchased based upon Anita’s recommendation. In my third month of mattress use I noticed that it was beginning to show depressions on both sides.These depressions seemed to improve during the day. Eventually they worsened and I became concerned and called Anita. She said that they were “normal” and that they  were not covered by the Simmons warranty unless > 3 inches. This occurred near the end of my customer satisfaction period of 3 months. To reiterate, the depressions were minimal at this point in time and Anita said they were minimal and “normal”, therefore I  did not use my customer satisfaction warranty. Unfortunatley and little did I know that the depressions would markedly worsen with time and that any depressions, regardless of depth, were not normal. My wife & I recently traveled to California and stayed in many hotels on our trip. Never once did we see any mattresses with body weight depressions and theaw mattresses likely had been slept upon by hundreds or thousands of people for years.  

  Upon our return home from California I  did internet research on the mattress we purchased from your company. What I found was shocking. Complaints and dissatisfactions with this brand and sytle of mattress dating back to 2005. It appears that Simmons Mattress Company has refused to admit that a real problem exist with this particular mattress and has given every excuse imaginable to customers that purchased it as to why it is not a defect and therefore isn’t warranted. My complaint with US-Mattress.com is that you offer a customer satisfaction guarantee for three months. However, you likely know the problem I am describing takes time to develop, usually beyond three months. Furthermore, with all the complaints that can easlily be found  on the internet, your company and your professional sales person should have known about this mattress; it is not priviledged information? Actually, why are you even selling this mattress? Nevertheless, your sales person praised the mattress as the best that Simmons and your compnay offers. Either she and US-Mattress.com knew about this described problem or she and US-Matress.com were derelict for not knowing about the defect. As as result of Anita’s prompting we now have a very expensive and severly defective item that is resulting in poor sleep and a cosmetic blemish in our home. Most importantly we will spend 33% of our lives on a mattress (the product I purchased from your company). 

  In conclusion, it is not only Simmons being derelect in continuing to manufacturer this product but also US-Mattress.com for continuing to knowingly promote and sell it to unsuspecting customers such as my wife and I.  We would like to know if you can rectify this situation and do what is right? I told Anita, when we last spoke, that I wanted to buy another mattress from your company to ship to relatives in another country. As it stands now, purchasing another mattress from your company would be adding insult to injury. 

Regards,

Ripoff Report Addendum:

No response was every received from Mr. Nashif. My emails to Anita before writing this letter and afterwards were as well ineffective. I hope my Rippoff reprot will help the decision making process of those looking to purchase a mattress. I think people who are inclined to purchase a mattress should do their research first; I did not. It appears to me that trusting a company because of its size and name no longer means the same thing it once did.