Westin Heavenly Bed by Simmons / Sagging / Denied warranty claim
Got the mattress after staying at a Westin Hotel and having 4 unbelievable good nights of sleep. It was like sleeping in a cloud so we got determined about getting this mattress no matter the cost. We were told that the only way to get it was thru their online store. And we got it back in 12/2006.
The first year and a half was simply awesome. We were so satisfied with this purchase that we even got one as a present for my inlaws.
Then we started to get restless nights and back pain and ended up realizing that the mattress was starting to sagg, but dismissed the fact that the mattress could be the cause of our pains.
Today we realize that the cause can be no other than the mattress. The sagging is very noticeable and the pillowtop is comforming to our bodies, despite our turning the mattress clockwise regularly. We cannot flip ours because the pillowtop is only on one side. So we called Westin who referred us to the Simmons warranty.
Simmons responded right away and sent a mattress evaluator. It felt to me that the measuring was rushed and it was not measured right on the spots where the mattress shows deeper body impressions.
Despite this, the measurement still reached 1.5". I understand that if the compression/sag is not yet 1.5 inches the mattress is not considered defective, but if it does reach the 1.5 mark, apparently Simmons usually honors its 10-year warranty.
We got our warranty approved for replacing the boxspring and denied to replace the mattress stating the following " Normal impressions were indicted on your mattress. The compaction of the panels in this style of bedding is to be expected. The compression does not affect the product's durability. Please note that this should not be considered a defect. The mattress is contouring to the shape of your body."
I wonder if anyone out there wants their mattress to contour to the shape or their bodies, but that is not what we wanted. We were looking for firm but comfortable support, which is what this mattress seemed to offer at first.
At the time we purchased our mattress, we were never made aware of the fact that "The compaction of the panels in this style of bedding is to be expected" or that "The mattress would contour to the shape of our bodies" in as little as 2 years.
If these statements were indicated in the product's literature or made by the salesperson or the Westin at Home website at that time, we would of not purchased this expensive mattress to begin with. We expected the mattress to maintain its shape and support at least during the warranty period.
Regarding the durability of the mattress, it seems to me that, if initially the mattress is a comfortable one, as this one once was, very very comfortable, the lifetime of a mattress can be as long as it remains comfortable, and then, as long as your body can take the discomfort caused by it's deterioration.
We are requesting Simmons to reconsider their decission and will contact Westin to see if they would honor the warranty when Simmons denies it. I will keep this blog posted.