NORWALK, CONNECTICUT -- Almost every room in my house is furnished from Bob's. In 2001 we bought a king size pillow top mattress with "GOOF PROOF" protection. We have NEVER slept a night on the mattress w/o a mattress cover under the bedding. One night my husband had a 104 degree fever and when it broke he sweat through everything. It wasn't until it dried about a week later that I noticed a sweat stain. I called Bob's who referred me to GUARDSMAN, the goof proof people. After filling out all "the right forms, and drawing diagrams", (I mean it literally took a month and a half)they told me that in order to meet the requirements, I had to call within 5 days of the stain. One manager actually told me I should have "fibbed" and said it was 2 days old instead of 7!!! They suggested I try to have it cleaned. I let it go. Six years later my husband and I both knew our everyday backaches were from the mattress it was easy to see the pillowtop dipped and didn't eve align up with the mattress. I had one of Bob's techs come out and he confirmed the mattress was more than the minimum defected. He also went on to tell me to NEVER purchase a pillowtop from Bob's as they know theirs are inferior. I couldn't believe THEIR tech was saying this to me. But I was out $1200 because of the sweat stain that voided the defect. A defect is a defect and because my husband had a fever shouldn't let them off the hook.
Was this just a one in a million thing? We also bought my teenage son a full size pillow top in September 2004. For months now it has been sagging and he has been at college for 1 1/2 years. I looked at the mattress and saw some very tiny yellow lines that are age lines. Again, this mattress has never been slept on without a mattress pas. So I call Guardsman who states "those lines are natural build up of body fluids that will go through a mattress pad and they are not covered". So why did I let Bob sucker me into two plans that don't protect me against things that are beyond my control. My son's mattress sags three times as much as mine did, so I know it's defective.
The sad thing is that both mattresses were very comfortable before they started to deteriorate. That said I am out just about $2000 for mattresses that lasted only 4 1/2 and 7 years.
PLEASE PLEASE don't make these mistakes! And like other commentors, I was so angry I asked to speak to Bob and I was told Bob does not take calls, so his commercials about "who ya gonna call" is outright lies because he's not going to take your calls either.