Sit' N Sleep Complaint - Newly purchased bed causes back pains
UPLAND, CALIFORNIA -- I bought a mattress & adjustable base from Sit' n Sleep. It was delivered on October 11th 2011, but was not slept on until October 15th (traditional reasons due to our first night of being married). From that night, Saturday the 15th my wife complained of having back problems. I read the warranty and decided that we sleep on it a few more times (after we returned from our honeymoon on Oct. the 21st). Her back pain persisted so I called Eddie (salesrep. of Sit’n Sleep, Upland) to inform him that our bed was sinking in and causing my wife back problems. He directed me to customer care at 800/961-1997.
October 25th, 2011 - 800/961-1997 (Sit’n Sleep Customer Care Dept.)
I called customer care and was instructed to allow more time to let my wife’s and my body to adjust to the bed. Also try rotating it or flipping the bed over because I complained that the bed was not firm and causing one side to sink in.
November 6, 2011 – Tanya/Rick
I placed a call to precise mattress inspection. The earliest appointment they had for an inspection was Nov. 22 so I scheduled it. Since it was going to be over two weeks for an assessment, I took the advice of the representative and rotated the bed.
November 19 – Bed flipped
The past couple weeks I had to sleep towards the edge away from my wife so that my weight would not make her sink towards the center. This was not acceptable, so my brother-in-law helped me flip the mattress over to the firmer side.
November 22nd, 2011
Rick, from Precise Mattress came to my residence to inspect the bed and found it to have a depression 1inch and a quarter depth. He asked why it was flipped over so I explained and he said that he understood. He noticed the depression instantly and did not require the bed to be flipped back. He felt comfortable not flipping it back because since it's only been less than 6 weeks of purchase he already measured the depression to be 1-inch and a quarter. This helped me confirm that this purchase was defected.
We received a letter from Sit’n Sleep Customer Service Department. It simply stated that impressions are within the tolerance of the manufacturing guidelines for this model, which is 1-inch and a half.
December 1, 2011 – 800/961-1997 (Sit’n Sleep Customer Care Dept.)
Around 7:30pm Salaia told me that she will send an email regarding the impression on my mattress and that someone would get back to me by Monday. She agreed that using the mattress for less than 2 month should not be left unresolved and that I would be contacted by Monday, Dec. 5th
December 6, 2011 – 800/961-1997 (Sit’n Sleep Customer Care Dept.)
I was not contacted on Dec. 5th so I spoke to Angie, Supervisor between 9:30 am and 9:40am to follow up with my complaint. After she answered the phone with the greeting, “Hi my name is Angie, how may I provide you with excellent customer service? I explained my situation and asked her to pull up my account. Her only reply was, “…cuz an inch an a quarter is not considered a defect.” She provided no help and only reiterated that “no manager/supervisor is going to overturn a manufacturer’s decision.” All I received was that it was my fault for flipping the bed over, after I was instructed to do so. She provided no alternative solution and that does not seem like to me that that is excellent customer service. With an attitude, all she kept telling me was that the manufacturer denied our complaint twice. Basically after less than 2 months use, she indirectly blamed us for using the bed incorrectly. This representative was not helpful and only upset me making me feel that Sit’n Sleep is not a good company and that I should have this situation reported.
December 6, 2011 – 909/373-4211 (Aireloom, manufacturer)
I spoke to Linda between 9:43am to about 9:50am. I explained that after the date of the delivery, October 11, 2011, in within a month time we were feeling discomfort. The only response was that she will have to research because she did not receive any information about my situation and was not aware of what was going on. She informed me that they authorize Sit’n Sleep to schedule their own inspections and that she had to go over with the representative from Sit’n Sleep. Linda called back at 9:59am and basically said that it was not their fault because I chose to flip the bed over and have my wife sleep on the firmer side to reduce her back pains. I am disappointed that she only spent 9 minutes to research my complaint, which shows her professional concern for our well being, especially since we spent over $3000.00 for their mattress and base!!!
December 6th, 2011 – 626/430-9044 (Eddie, Sit’n Sleep sales rep.)
At 11:10am Eddie explained that he spoke with Aireloom to see if they will retrieve the mattress and rebuild it at the factory. It was noted that Aireloom would not be able to do anything until the first of the New Year (Jan. 2012). This is not acceptable.
My wife and I are left with an over $3000.00 expense on a mattress and base that continues to give her back pains. As a newly wed couple we are unable to sleep in the bed close together because of the depression that makes her sink towards the center when I lay near her, which is the result of waking up to back and neck pains. The manufacturer (Aireloom) and retail store (Sit'n Sleep) have concluded that we are at fault for not using the bed properly therefore voiding their warranty.