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Simmons Beautyrest / Disloyal Customer Service

1 7220 Stonecrest PkwyLithonia, GA, United States Review updated:
Contact information:
Phone: 770-484-4961

My husband and I purchased a king mattress set on 9/27/2008 from the Mattress Giant store in Stonecrest (Lithonia). On the day of the purchase, the salespersons Al and Karen rendered us customer satisfaction as far as getting what we wanted and working out a deal that would fit our budget. When we finally decided on what product we wanted, and made the purchase of $1604.98, we were assured by Al that we would be pleased with our purchase and the company's customer service.
Delivery was set up for the next day, 9/28/2008 (a Sunday afternoon). We were told we would get a call from the delivery team at least 45 minutes prior to them delivering the mattress set to our house. But they called 15 minutes prior.
We inspected the mattress for deficiencies and flaws and there were plenty. Mind you this mattress costed us $1600.00 and was suppose to be new. In no way was it new. We didn't get hold of customer service until about 3 days later after calling and calling and finally Robert Gray called us back saying he would replace the mattress set. We told him that we didn't want a replacement, and we wanted a refund. They gave us the run around for over a week because they didn't want to give us our money back. As of today, 10/7/2008, we still don't have our refund, they are playing games about picking up the mattress, and we are now in the process of a lawsuit. We hope this never happens to anyone else. Please don't purchase a damn thing from them!!

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Comments

Mi
  7th of Feb, 2011
Agree Disagree 0 Votes

Could not agree more. I bought a queen beautyrest on 9/28/07. The mattress started sagging around summer 2010. I contacted simmons on 1/17 and they scheduled an inspector to could out to look at the mattress. The inspector used a weighted string placed across the mattress with a ruler to measure the depression in the mattress. However, the inspector's tactics were very underhanded. He pressed down on the mattress but before he took the photos he talked to me about the acceptable numbers that simmons needs to see before they will consider the mattress defective. Then when he was done talking he took his pictures. Looking back on it now I cannot believe I did not catch this trick at the time. By the time he took the photos the depression number was at 1 3/8 inches, this is what he wrote in his report. Coincidentally simmons requires a minimum of 1.5 inches. So my mattress was off by 1/8 of an inch. If he had taken the picture without talking to me it would have easily ready 2.5 inches. After this I received a letter in the mail saying the claim was denied and the level of depression that we had was considered normal wear and tear BULL$*&$. I sent 4 emails to customerassistance@simmons.com requesting the contact information for a supervisor or manager with the warranty department, I never received a response. Today I called them and the customer service woman that I talked would not give me any contact information for a supervisor, she said I could leave a message and she would make sure it gets to the supervisor... yea right, I'm sure, just like my emails were replied to. Then she said that my warranty claim had already been denied and I could open a new claim again in 90 days but "I would just be wasting my time because that one would be denied too" ... those were her exact words. What a despicable company with despicable customer service reps. I am going to invest in a memory foam mattress as soon as I can afford one. I am also going to cut the pillow top off the simmons mattress and take video of what I am sure will be defective coil springs (which is the case with the majority of beautyrest complaints) and I will then post this video online. I have already submitted 2 BBB complaints and I am going to spend as much time as I can getting the word about about this garbage company and their products. I already told my story to 2 women at a sears department this past weekend and steered them away from buying a simmons mattress (they bought a stearns and foster instead). At least I know that by word of mouth I can get some level of satisfaction by informing others about this company, their horrible products and awful customer service.

Pi
  6th of Apr, 2011
Agree Disagree 0 Votes

Well i Have had the same experience. Our first mattress was purchased in 2006 and by early 2007 we were getting it replaced. one year later, again, we were experiencing the same problem. So we took it back to the company and demanded a refund if we were going to have to keep replacing the mattress every 1 to 2 years. WE did get our money back and took off to another mattress company and purchased a bed that was about 250 dollars more than the last 2. Unfortunately, we moved across the country (from the east to the west coast) where the company we purchased it from is not anywhere near here. WE contacted Simmons in July 2010 and got denied a replacement. Now March of 2011 we finally get approved a replacement but they want us to send them the tags off of our mattress, dispose of it ourselves, and send a money order of 85$ before we can get a replacement. After calling to show our concerns about replacing our mattress every couple of years, the lady (thru Simmons) was rude and showed no concern to help us out as she kept arguing that the warranty would replace our mattress. I told her that we were really frustrated of our sleepless nights and waking up with horrible lower back pains and i asked to speak to a supervisor. She put me on hold and then told me there was no one available to speak with and she could leave them a message. WE wanted our money back as anyone could agree that mattresses are expensive and we should have to waste a ton of money every couple of years to find a suitable mattress. She went on to say "there are a new line of better products and how do u know that you will have to have it replaced." I told her that we are in our 20's and we should not be having back problems every morning and missing out on a good night's sleep. What can i say? I do not know where to start with a lawsuit. all we want is our money back and just avoid the run arounds and frustration of doing this every couple of years. Yeah, i would not recommend Simmons to anybody and i will do my darnest to give them a bad name like they have proven to me.

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