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Complaint Details
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Initial Complaint
05/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Mattress was purchase in 2017. I understand the stain is not in warranty,, but the fabric in the circles on the mattress in picture not around the stain also is pulling out. The mattress is only 5 years. I have never seen or experience this happening on a mattress before. I would like to exchange for a new mattress because of this appearance and scared it will worsen.
Business response
05/17/2022
Good Morning,
Response to complaint ********, customer *******************.
customer called and stated she had an issue with her mattress, she stated the mattress had lumps, and the circles had fabric that was coming out, or off mattress.
customer sent photos of the mattress, we did also send a service person to inspect the mattress to confirm any issues.
the service person noted the mattress had pilling on the fabric, and fraying around the circles, he also noted the mattress has a urine stain on it as well.
After the photos were taken I did explain to the customer that any stains voids the factory warranty. I also explained to the customer that fraying and pilling is not cover by any mattress warranty.
We did send the photos to the factory for conformation, and indeed the factory did deny any claim on this mattress, due to the stain.
attached is a copy of the customers invoice, on the invoice there is a message that states any stains voids factory warranty.
also attached is a warranty service form from ************************** which is the brand *********** purchased.
Customer response
05/17/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*********************Business response
05/18/2022
Good Afternoon,
The warranty is a factory warranty, the pilling and the fraying on the mattress, not listed as a defect by any factory.
the factory when reviewing any claim are looking for impressions in the mattress caused by normal usage.
if any mattress has become stained in any way, this voids the warranty.
No factory will process a claim for any stained mattress. It is suggested that a customer should use a mattress pad to protect the mattress top from stains.
Customer response
05/19/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have used this proactive padding on this mattress since day one of purchase. Please call me to discuss
************
Thanks,******
Business response
05/30/2022
***********************,
The factory warranty is void on the whole mattress when any stains are on the mattress.
I am not sure the customer understands the warranty is voided due to the stain of urine.
Thank You
********
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.