Mattress Direct Complaint - Unacceptable response to our complaint
BATON ROUGE, LOUISIANA -- I am dissatisfied with the response we received in return for the request to have someone come out and check the problem we are having with our mattress.
I begin with our mattress is just 2 months over 2 yrs old. It carries a 20 yr warranty. The mattress is a Serta Memory foam mattress suppose to be the best for back support. Both my husband and myself have had back surgery and this was a big plus in our decision to purchase this model.
Having had back surgery we both have positions in which we always sleep.
After 2 yrs the mattress has compressed and now it feels like we sink in holes. I weigh 110 pounds and my husband weighs between 175 and 180.
After going back and forth with emails to their main office sending in pictures and forms and trips to the dealer picking up the correct forms to file, we received a letter in the mail stating our mattress does not have the required 1 1/2 inch depressions to qualify it for replacement. This they figured from pictures I was told to send to them using a piece of 2x4 cut to 4 1/2 to 5 inches long. Use a string that was weighted and strung across the bed and the block placed in the indent. Not knowing exactly what they were looking for I took several pictures turning the block and placing it in several locations. A 5 inch piece of 2x4 is not a person so of course the foam did not compress as it does when we lay on the bed. The string came across the piece of would to about the 1 inch mark. The compressions are visible even when the bed is made but this is hard to photograph. Trying to get the correct lighting to show the indents on a bright white mattress is impossible. " And they require pictures taken under the bed of the frame support. So here I am a 54 yr old woman who has 4 back surgerys trying to lay under the bed and photograph the frame and corner supports.
I asked several times for someone to come out and look at the mattress. To this there was no response at all. What we received instead was a letter stating our bed had the best warranty there is and that there is a guide line to follow when making a claim, and with that letter we could receive 20% off a new mattress at one of their stores.
I felt like I was totally dismissed and told I did not follow their guide line. Plus that yes we have some compression in our mattress but it isn't the 1 1/2 inches yet, so basically they were saying call back when it reaches that mark.
We paid 1700 for the mattress and 80 for the cover which was to extend our warranty.
Anyone considering purchasing one of these foam mattresses should really think twice. And don't purchased from Mattress Direct because they could care less for their consumers.
I have not given in to this response from Mattress Direct. We will continue to use all venues available to us in getting something done about our problem.
We live in Kenner, La. and purchased out mattress from Mattress Direct in Metairie. The main office we had to send the warranty complaint to is in Baton Rouge, La. Our bed is the King Serene Elegance made by Serta.
Picture taken for warranty to show compression in mattress