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Laura of Rochester Hills MI (07/09/08)
We purchased a mattress set from Art Van. They did not have the mattress in the showroom in a King that we liked. We wondered into the Clearance Center and found the one we wanted. It could be delivered in 2 days. We purchased the mattress and Bed. We were asked to purchase the additional 1 year service plan on the set (mattress and frame). We declined because Simmons mattresses come with a 10 year warranty and did not feel that spending additional money to cover a frame was warranted. We were told that we would not have Art Van's satisfaction guarantee, but again Simmons has a warranty.
The mattress was constructed in Sept. 2007. We purchased it in January 2008. It is now July 2008 and for the past month we have been sleeping in HOLES. The dips are 1.0 inches when taking a straight edge and measuring down, just like it shows on the Simmons website. When you lay on it, the dip becomes 3 inches. I contacted Simmons and they said I had to contact Art Van. Art Van said that since I did not buy the one year plan the mattress was not covered. Mattresses have a 10 year plan so how would not purchasing a 1 year plan make a difference.
I was told by the service department that the clearance center item was sold as is because it was on the floor and not the warehouse. I asked them to make sure that they updated their statements to cover the fact that the manufacture's warranty was also not valid because all it states is that Service is Not Available and the Total Satisfaction Guarantee is excluded. The document DOES NOT state that the Manufacture's Warranty is voided. I do not want to return the mattress for something else, or for cash. I wanted a replacement. Now when we can afford it we will have to purchase a new mattress and it will not be from Art Van nor will it be a Simmons.
The new mattress was purchased to replace a mattress that was 8 years old and started causing back pain. For the first month and a half my back felt better. Now that I am sleeping in a 3.0 inch dip of the mattress my back pain has returned and I hate to get into bed at night. We will have to purchase another new mattress and still have the payments on the one we currently have and cannot use.
Vicki of Rohert Park CA (05/05/08)
puchased a mattress set for over $1800.00 and are not standing behind there product warranty only 4 1/2 years old and broken down
out over $1800.00 due to lied to and poor product as the mattress has broken done and has to be thrown out after 4 1/2 years.
Vicki of Rohnert Park CA (05/05/08)
Poor warraty information on our purchase hustled by salesman are not standing behind their products
we are out over $1800.00 on a mattress that has broke down in less than 5 years made by simmons who are not honoring the warranty
Paul of Owasso OK (04/21/08)
I bought a Simmons BeautyRest World class in June 2004. At that time I would say it was the most comfortable mattress that I have ever had. About 8 months ago my wife and I started experiencing some back pain. The mattress had been starting to sag but we did not pay a lot of attention until that point. In early 2008 I filed a warranty claim with Simmons. Since I had moved from North Carolina to Oklahoma I had to file the claim directly with Simmons. Simmons sent out an independent inspector to inspect the mattress. The first comment when he walked into the bedroom was, Wow you guys are sleeping in a ditch. The sag is quite apperent. The inspector brought out his camera and a plastic guage with inches on it. He stated that it was over the 1.5 inch requirement to be replaced. He stated that he would turn it in as a factory defective mattress as well. There was a small tear on the bottom cover of the mattress. This mattress is a no flip mattress. He took a picture of this small tear and said that it was his job to report the entire picture of the mattress, understandable. This small tear was caused by a wire or staple sticking out of the mattress the first time I turned the mattress. I hammered the staple/wire back into the bed and thought no further.
The inspector took maybe two pictures of the sag in the bed and stated that it was over the limit of normal sag. There were deeper sag points but he said this should be sufficient. My warranty claim was turned down due to the tear in the mattress and due to the fact that the picture provided by the inspector did not show over 1.5 inches. I appealed the warranty finding and they stated that if I would send in additional pictures of the sag they would reconsider. I took pictures showing over 2 inches of sag in the bed. Keep in mind that I weight 165 and my wife weighs much less. Once again I was turned down and was told that nothing that I could do or say would make a difference on the issue. The manager who I spoke with did not even know who I was when she told me this. She told me that she would have to pull my file. Obviously this was going to be the final word before she even knew who I was. This is roughly a $2000 mattress with the longest warranty available from Simmons. From the research I have found I would say a class action is in order to stop this abuse of the consumer. All I want is for them to stand by their warranty but it sounds like they could come up with a reason to deny just about every claim.
$2000 mattress will need to be replaced. My wife has a bulging disk in her back. The doctor says it was caused by the mattress.
Shelly of West Bloomfield MI (03/26/08)
We bought a Simmons Beauty Rest mattress about 4.5 years ago. We liked it very much at first, our favorite feature being that we could both move around or get up without disturbing each other. We are both restless sleepers so this is an important feature for us.
However, almost immediately, we started noticing body impressions. The bed sags where we each sleep and there is quite a noticeable hump in the middle between where we sleep. We decided it wasn't too bad as we both liked the way the mattress stays still even when one of us is restless.
However, as the months passed, the body impressions got deeper and deeper. Now when you are lying on the bed, it feels like you are sleeping in a hole. The impressions are even clearly visable when the bed is fully made up.
We called Art Van (where the mattress p>was purchased) thinking we would get some help since the mattress is still well under warranty. They sent out a technician who proceded to check the mattress for stains (which would apparently void the warranty! Luckily we keep ours covered with a heavy pad) and to measure the depth of the indentations. Apparently (when no one is lying on the bed) our 'body impressions' are about an inch deep. This is considered NORMAL! According to Simmons the impressions must be over an 1.5 inches before this is considered a defect. Please know this: When lying on the bed, you sink. Reguardless of how deep the indents are when no one is on the bed, sleeping on this mattress is like sleeping in a hole.
After paying almost $2000 for a king size mattress, we expect it should last more than 5 years. In less than 5 years, this Simmons mattress has become lumpy and uncomfortable, creating back problems.
Now every morning we wake up with back pain. We are going to have to search for a new mattress even though we just finally paid this one off last year!
Dorothy of Olathe KS (01/27/08)
I bought a queen Simmons Back Care Esteem Pillow Top mattress. I spent over 1K on this about 5 years ago. The store that we bought it from went out of business before the year was up. I called Simmons because less than a year had gone by and we had fox holes. They sent out a person to come measure the depressions. they were slightly less than 1.5 inches each. They said they were okay and so no offer was made to help or any ideas as to how to fix the problem.
I tried buying extra foam pads to go on top (sheets won't fit over that) now we are on the hunt for a new bed, less than 5 years out. Too Bad, Simmons, Not buying another one.
Donna of Lakewood CO (11/17/07)
Bought an expensive twin matress, BeautyRest Euro top plush for over $400 and my daughter used it less than one year,and the center sunk in, fabric became overly stretched and distorted. They would not honor any warranty because no box spring was purchased with the mattress.
Lost over $400 and now have to buy another mattress.
Lynda Morley of Audubon PA (05/21/07)
We were using the crib and when we changed the mattress level, the inferior plastic supports for the mattress broke at 2 different levels. Luckily the baby was not in the crib at the time. This is very dangerous. Please advise!!!!
We now have a worthless crib! How many babies have been injured due to someone deciding that plastic hooks would hold babies?!
Joyce Mielo of San Diego CA (05/15/07)
Mattress sagging on sides. Simmons policy states it must sag 1.5 inches before they can replace. We've had mattress one year 5 months, but problem started about 6 months ago. They sent tech to house who took measurements and pictures. How can you tell how a mattress feels without lying down on it. The mattress does down about 6 inches when you lie on it. We feel like were sleeping on the side of a small hill. They declined our claim. This is the second mattress we've had problems with from Simmons. We should have learned from the first mattress.
Back pains.
Susan of Lanexa VA (04/04/07)
I purchased a Simmons mattress in 2001. After 2 years the middle of the bed started getting a hump. I went back to where I purchased it and they made me give them a check for $100.00 (Mattress disscounters)in case the mattress had a stain. Well a man came and checked the mattress and a week later I received a letter telling me the hump was less than an inch and they would not be replacing it. Well a few years has pasted and the hump has gotten bigger and where you lay feels like you are laying in a hole. If you try to move over you are rolling up a hill and you slide back down. My husband has put a piece of plyboard under the mattress this helps a little. A few weeks ago I called Simmons directly they sent another man out to check the bed, this time he took pictures of the mattress and said it looked pretty bad to him but he only worked for bed check not Simmons. Well today I received a letter from Simmons. this is what it said. Thank you for allowing us the opportunity to assist you with your Simmons product. Simmons offers a limited warranty and strives to be as fair as possible when evaluating warranty claims. In assessing your claim, we found no structural failure in either the mattress or box springs/foundation. In addition, the compaction of the panels in this style of bedding is to be expected. The compression does not affect the product's durability. As with other beds of this type, the thicker and more luxurious the filling materials, the more susceptible they are to compaction. Please note that this should not be considered a defect. The mattress is contouring to the shape of your body. As a result of these finding, we are unable to offer a replacement because the product is performing normally. We appreciate you giving us the opportunity to assist you.
So as you can see Simmons says that if you buy a new mattress, buy the cheapest one they have, because if you buy the best one you will sink in 2 years and have back problems.
We purchased this mattress because the salesman said it would last a long time and the swedish foam would last forever. How can Simmons say this is normal of high quality mattresses? We paid $1,600 for this mattress and expected to have a good mattress for more than a couple of years. I thought that Simmons was a good company but I guess I was wrong if this is how they treat their customers. I just want them to fix my mattress or replace it. What good is a warranty if the company treats you like this.
Angela of Albuquerque NM (02/18/07)
Six years ago we bought a Simmons King mattress-nobility firm. After 3 years we weren't sleeping well since the mattress 'caved in on the edges' where most of our body weight was displaced. Robinson's-May had closed and we thought we had no recourse even though our mattress was under a 10-year warranty. We then learned we could go direct to Simmons for help . This required taking pictures of the mattress to show we had a 1/1/2 inch depression. We measured over an inch depression took the pictures of the mattress, gaping holes where the mattress handles 'pulled out' and waited for response. For a mattress that is supposed to be 'firm' it is flimsey and can be easily bent. We have the original sale papers and diagram showing us how often and in what way we should turn the mattress, which we did but it hasn't helped.
We received a letter saying they were unable to offer a replacement having found 'no structural failure'. Admitting in the letter that 'today's' products are more upholstered than they were a few years ago it is not an indication of an inferior product.
I am 65 years old and my husband is 76 years old and we do have back problems which are aggravated by our mattress. Yet Simmons won't stand by their product in good faith and are 'nit picking' for parts of an inch.
Stephanie of Brick NJ (01/15/07)
I bought a crib from Simmons Juvenile Furniture about 2 years ago now. Last night, my son woke me up as little ones do, just b/c he was fussy. I lowered the side of the crib, as I cannot reach over the top of it, took my son out and rocked him back to sleep. I then walked over to the crib with him to place him back down, when the whole lowered side of the crib broke and fell off. I was barely putting any pressure on the side at all, as I was holding my son. I woke my husband to see if it could be fixed or if it was a mistake I made. It turns out that the whole plastic piece on the right side of the crib broke off and went flying across the room. Thank god my son was in my arms and not standing at the crib when this happened as he would have fell right out of the crib. I did call the company today and got the part replaced for free (with a bit of a fight) and they said it would take 7-10 days to get the part. I complained about that too, as where is my infant son going to sleep for 7-10 days? Now my concern is as my son is growing older, children are known to bounce on the beds, holding the rails and stand and pull on them, what if it breaks again?? We did nothing to have it happen this time, imagine if my son had been a jumper? He would have flown across the room. The make of the crib is a Simmons model number 239180 04-289. I am nervous now for my son in this crib, but I dont have the money to buy a new crib. I see a lot of sleepless nights ahead of me for a while.
Graden of Lewisburg WV (07/25/05)
We purchased a Simmons Beauty Rest, Pillow Top,Back Care Ultimate mattress approximately 2-3 years ago and have taken excellent care of it (flipped mattress over and also top to bottom every 2 weeks per instructions). No matter what we do, the mattress sags in the middle. We went to the store that sold the mattress set to us (John Eye Big Sandy Superstore); they gave us a complaint form to fill out and mail in. We did this and after several weeks, they sent us a letter and asked us to contact Simmons Company. We sent the information to them which they did not accept; we had to fill out their complaint forms. We did this and several weeks passed before they sent us another letter saying we had to take pictures of the mattress set and instructions how to take the pictures. We did this and mailed the pictures to them. After more weeks passed we received a letter saying they found no structural failure in eith the mattress or box springs. They said compaction of the panels in this style of bedding is to be expected, and that the mattress is contouring to the shape of our bodies. They said they were encouraging us to turn and rotate the mattress every few months to minimize the impressions??? We have done this all along. To summarize their letter---as a result of these findings, we are unable to offer a replacement because the product is performing normally.
Today, July 25, 2005, I called and talked to Casandra at Simmons Company. It was unbelievable the way I was treated. She said if I wanted to wait 90 days I could start the complaint process all over again; send paperwork and pictures again. When I told her I could send a xerox copy of what I sent before (it had not changed), she said it would be refused. She also said the pictures could change in 90 days. I asked her to send a representative to our home to see for himself or to test it out. She said, we don't have a rep in your area and besides they wouldn't lie on your bed. I then asked her to send a truck by and pick it up which she thought I was being ridiculous. When I asked to speak to owner, Charlie Itell, she said he wouldn't answer my call and a letter to him would be returned.
Arthur of Keyser WV (09/12/02)
I purchased a Simmons matress and matching box springs from Heilig Meyers of Keyser, WV ( who is now out of business) in Sept 1996. At the time of delivery the delivery persons said that my bed which consisted of a wooden headboard and footboard with side metal rails and 3 wooden slats was not enough support. At that time I went back to the store and asked what bedframe I needed to be covered under the warranty. I was sold a metal H type frame and told to use the 3 slats along with it. Appx May of 2002 the mattress started to lean sidways in the middle. By this I mean it literally leaned out on one side and leaned in on the other side about 3-4 inches from the bottom. I checked a few consumer sites on the internet and quickly became concerned from other complaints that I would not receive any claim satisifaction from Simmons. I called Simmons and they sent me a 4 page claim form, which I filled out and returned along with my Purchase invoice, and per claim form about 8 pictures of the box springs, mattress, and frame. I received back a letter that says I do not have the required frame and slats for this matress set. According to their claim form and the pictures of the types of frames, I feel that what I was using and what was recommended from their sales representatives (Hielig Meyers) and the price that I paid for the best mattress set and warranty that it should be covered no questions asked.
Ruth of Whittier CA (05/08/01)
I purchased a queen size mattress from this company on 9/4/2000 and spent $985.06. I noticed in the beginning of March 2001, that the center was compressing. I contacted the store who instructed me to contact Mattress Pro's to come and inspect the mattress. From my understanding, they said nothing was wrong and flipped my mattress again. I am unable to see a copy of their inspection report. Even though I had flipped the mattress according to their instructions, now the other side is also compressing. I have contacted Simmons coporate offices on 2 seperate occasions, and all they keep telling me is that there is nothing wrong and to flip my mattress. As I stated earlier, I can not flip my mattress since both sides are compressed. I was under the impression that a mattress should last approximatly 15-20 years, not less than 12 months. They are unwilling to stand behind their product.
I am now having to spend additional funds to replace a mattress that was purchased less than one year ago. I find this completly unexceptable.
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