Mattress World

We bought our bed in 2009 from their Livonia store and it came with a 20 year warranty. Roughly six months later I get a random phone call from the salesperson that helped us saying he messed up and forgot to charge us for one of the pieces of the box spring. He then proceeded to tell me that in order for the warranty to be valid I had to stop by as soon as possible and pay the additional money that we were not charged. This just seemed really odd to me and sounded like a scam and I told him no dice. It was his fault and he waited far too long to try and correct it.
Skip forward to January of 2013 and our mattress is basically shot. Both sides have severe sagging and my wife and I had not had a decent nights rest in a long time. The sagging was so bad it looked like rolling waves. We did everything humanly possible to prevent this too by rotating the mattress every few weeks, but it did not matter. Simply put we had a defective bed so we decided to go in to their location in Utica as it is somewhat near our new house to see if we had any options to get this thing replaced. Bob the sales guy we talked with was really nice and upon telling him what happened at Livonia he had a look of shock on his face. He even went as far as telling me some other unethical things our original sales person had done and that he had been fired from the company because it.
Bob tried to bypass having the bed inspected by sending in pictures we had taken, but we were informed they needed to have an official inspection on file and that we’d get a call within a week to set up a time for that. A month goes by and I have made numerous phone calls to see when this guy was coming out. He finally calls and the day arrives and he proceeds to tell me at least a half dozen times he was an independent contractor sent out to take pictures and to fill out the inspection report and had no input on whether the claim would be accepted or declined. I later found out this was a crock of crap. He was the sole deciding factor on whether the claim would be accepted. He did his thing and went over his findings with me. He concluded there were no stains, smells or tears in the mattress which was good and that the right side of the bed had three and a half inches of sag and the left side was around two inches. This more than qualifies us to get our bed replaced.
While in the area we stopped by the store for an update and to hopefully pick out our new bed. Bob sits down with us and takes a look at the report. His expression said it all; they had denied our claim. The reason was «lack of care» because one of the box springs had a tiny little puncture in the top fabric that covers the wood and springs. He was baffled and said that he would get in touch with his Simmons rep and get things squared away for us. Bob personally went as far as saying he guaranteed that we would get a credit for the full dollar amount we paid in 2009 to put towards a new bed.
A few days go by and I call for an update and Bob informs me his rep isn’t willing to do anything and he was going to make a few more phone calls to see what he can do for us. I knew his guarantee seemed too good to be true. Another week goes by and there is still no good news from Bob and he tells me at this point it might be best for me to call Corporate and speak with Dawn. How she works in customer service and is the corporate representative for a major company baffles me. Her attitude was just ugly. I explained the situation and that I was informed to call her to proceed forward. She had an almost amused tone to her voice and questions why I called her because there wasn’t a thing she was going to do to help us. Real classy lady!
Over the next few weeks we kept getting conflicting answers from Dawn and the company that inspected the bed as to why we were denied our claim. First it was lack of care as previously mentioned. Then we were told the bed had stains so that voided the warranty even though it clearly states in the report there were none. Dawn even had the nerve to say the issues were because I was a «bigger» man. So basically the bed went to shit because I am fat. When I called her out on that she went on to say that the only way the bed could sag that much is if we were to have folded it in half and jumped on it. Really? Come on! Bob who has been in the business 20+ years even agreed she was full of BS. My wife and I were fed up and so was Bob. He worked some numbers and applied every discount possible to help fix the issue. In the end we got our new bed, but only got about half of what we originally paid towards it.
At this point I just wanted this nightmare to end and it was still a better deal than going elsewhere and paying full price. I feel bad for Bob because he genuinely is a nice guy who just happens to work for a douchebag company. Even though I like and respect the guy for getting something done I will never buy anything from Mattress World again.