Sleep Country Canada

My mattress has recently come apart. There's a black seam that holds the bottom of the mattress together and it is half way off (see attached pictures). I can no longer move my mattress because of this issue. I filed a warranty request since I have a 10 year warranty on the bed and it was immediately accepted. Then 2 days later, I got an email saying that it was denied.

I called Sleep Country to discuss the issue and they told me the mattress can't be replaced because it's "full of stains" (as quoted by the customer service representative). My mattress is not "full of stains", it has a bit of discoloration on certain areas but it's still in very good condition, it's clean and doesn't smell. It's only normal a mattress doesn't stay perfectly white after 4 years of having it.

How is it that when you buy a mattress they guarantee a free replacement (since I have a warranty) and then when the time comes I can't get a new one? The lady on the phone is telling me that I have to literally clean my mattress, with a fabric cleaner, for them to take it back and even at that she can't guarantee it'll go through. This whole thing feels like a scam.

As a business don't you want to satisfy your customers? If they think my mattress is so "unsanitary" why can't they put a sheet over it? I can even give them a sheet if they want. I'm basically stuck with a broken mattress that I can't even lift without it falling apart and 900$ down the drain for a warranty that's basically a fraud.

My house is absolutely clean and my mattress has always been kept and handled with care. I find it really disappointing that it's so hard to get a replacement when I paid for a warranty. This company is so unrealistic with their policies, it's obvious they don't want to give me a free mattress, they do anything to save on money and yet they leave their customers unsatisfied.

My warranty request number is : 184380
The name on file is Zachary Laporte.