The complaint has been investigated and
resolved to the customer's satisfactionResolved Simmons Beautyrest — Sagging mattress, horrible custoemr service
resolved to the customer's satisfaction
I bought a queen beautyrest on 9/28/07 for almost $1700 including a new simmons box spring and waterproof protector. The mattress started sagging around summer 2010. I contacted simmons on 1/17 and they scheduled an inspector to could out to look at the mattress. The inspector used a weighted string placed across the mattress with a ruler to measure the depression in the mattress. However, the inspector's tactics were very underhanded. He pressed down on the mattress but before he took the photos he talked to me about the acceptable numbers that simmons needs to see before they will consider the mattress defective. Then when he was done talking he took his pictures. Looking back on it now I cannot believe I did not catch this trick at the time. By the time he took the photos the depression number was at 1 3/8 inches, this is what he wrote in his report. Coincidentally simmons requires a minimum of 1.5 inches. So my mattress was off by 1/8 of an inch. If he had taken the picture without talking to me it would have easily ready 2.5 inches. After this I received a letter in the mail saying the claim was denied and the level of depression that we had was considered normal wear and tear BULL$*&$. I sent 4 emails to [protected]@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. Simmons is now merging with sealy after filing for bankruptcy protection so beware of sealy mattresses having this same problem also in the future.
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