Slumberland Inc Complaint - Slumberland claims there is something wrong with my nose, not their mattress
I recently bought a Slumberland mattress in Shanghai (China) and was ecstatic that we would finally have a nice mattress to sleep on. We decided to buy one from a reputable international brand despite all the low cost varieties that you can get here in China because earlier in the year, we bought a tempurpedic mattress from a local brand and ended up returninig it within two days because of the severe toxic fumes that it emitted. It was so severe that we would leave the house for a few hours and when we came home, the whole house smelled of the fumes.
When we bought the Slumberland mattress, we didn't expect any problems because it has such a good reputation. So when I discovered in the middle of the night that there was a weird plastic / chemical stench coming from my sheets (the same toxic smell that came from the local tempurpedic mattress we returned earlier), I didn't think much of it and let it go. But by the third day, when not only was the stench not going away, but it was coming through the mattress cover and bed sheet and my comforter started to have that smell, I knew something was wrong. How can any 'smell' permeate through mattress covers and sheets like that? My pajamas also had the smell since I was lying on the bed.
A few days into buying the mattress, my partner and I decided to air out the mattress since we would be out of town for a week. When I returned, the smell improved a bit but was still there. So I let it air another week while I slept on the sofa.
By the third or fourth week, since the smell still had not dissipated, we decided to give Slumberland a call. After a series of events, which I will not get into but it involves being tossed like a ball from one department to another, the same customer service representative who two weeks ago offered to exchange a new mattress to us if the store refused to give a refund, now says that MY NOSE MUST BE OVER SENSTIIVE. Highly disturbing that when fumes are coming out of my sheets, my nose is being accused of being oversensitive.
He also said that there can be many explanations for 'smells' and that this was probably because substances/chemicals in the mattress came into contact with other things in the air / environment and hence led to this smell (huh?) He then said that what we can do is have a lab test conducted on the mattress for toxicity levels. I said I would do so, and he said to me, "I wouldn't recommend spending your time doing this because there are higher tolerance levels (or in other words, lower standards) here in China, so the results would probably show it is OK."
I am speechless. His last comment tells me a lot.
At the end of the day, what is really infuriating and sad is that the point is completely missed - when a product is clearly emitting fumes of some sort, one would think customer safety should come first. Slumberland is clearly a company that has no regard for customer safety and would rather accuse the customer of having a sensitive nose than to admit - as a responsible corporate citizen should - that there may be something wrong with their product.
Fast forward to the end of the conversation, after much heated exchange, the customer service representative finally agreed to keep his word and to give us another mattress for exchange. But he added, "I don't know what good it will do though, clearly we know what the result will be since you cannot accept the smell."
Again, speechless. So either a) he still refuses to accept responsibility and the possibility that there may be something wrong; or b) he knows what smell I am referring to and all mattresses have that toxic smell, which makes Slumberland a very, very poor brand and product that I would highly recommend against buying.
Fingers crossed that the new mattress being sent our way will not have any issues. But if you want to avoid any risk, I would not recommend getting involved with this company or buying their product.