Help Squad recently heard from readers on both sides of the consumer satisfaction fence regarding mattress warranties.
The first was a letter complaining about the cost and process associated with filing a warranty claim with Sealy for a mattress’s unnatural sag. This resulted in Help Squad investigating the details of Sealy warranties. When it was discovered that the mattress in question was actually a Serta, Help Squad then proceeded to gather information on that warranty program. Coincidentally, right around the same time, another Help Squad reader inquired whether our column would ever feature a positive customer service experience. Ironically, that reader’s experience was with Tempur-Pedic – a mattress company! This reader’s issue also involved filing a warranty claim for a mattress with an unusual sag. What are the odds?
Since just about everyone reading this column sleeps on a mattress, we thought we would share what we learned about the policies and procedures surrounding submission of a sagging mattress warranty claim with Sealy, Serta and Tempur-Pedic. Below is a high-level summary of each.
Sealy
What constitutes unnatural sagging? Body indentions of 1.5” inches.
How is unnatural sagging verified? A third party inspector comes to a consumer’s home to measure.
Cost for inspection? Our Help Squad reader was given an estimate of $60 by Sealy, but Sealy’s warranty claims process is handled by its various retailers, and as such, inspection costs vary.
Shipping or other fees? Per Sealy’s website, the purchaser is responsible for transportation and inspection costs associated with any warranty claim, which will vary from retailer to retailer.
Turnaround for repair/replacement? This also varies due to the variety of retailers involved.
Is defective mattress repaired or replaced? If deemed defective, Sealy will repair or replace (at Sealy’s option) the defective mattress within a “reasonable period of time.”
Serta
What constitutes unnatural sagging? Sagging that measures 1.5” or greater.
How is unnatural sagging verified? A third party inspector comes to a consumer’s home to measure.
Cost for inspection? $35, applied to the replacement mattress delivery fee, if deemed defective.
Shipping or other fees? $149 delivery fee minus $35 inspection fee: $114.
Turnaround for repair/replacement? Four to six weeks from submission of warranty paperwork to delivery of new mattress.
Is defective mattress repaired or replaced? According to Customer Service, Serta will only replace, not repair, mattresses. According to Serta’s website, mattresses are repaired or replaced (at Serta’s option) with charges per the Serta Warranty Schedule.
Tempur-Pedic
What constitutes unnatural sagging? Deterioration causing mattress to have a visible indentation greater than 0.75”.
How is unnatural sagging verified? Consumer places straight edge, such as broom handle, across sagging area, inserts upright quarter in sag area under straight edge, takes photo and submits to Tempur-Pedic.
Cost for the inspection? No fee, as there is no professional inspection involved.
Shipping or other fees? No shipping or other fees per the experience of Help Squad’s satisfied reader. However, per the Tempur-Pedic website, during the first ten years of warranty, Tempur-Pedic will not charge a purchaser to repair or replace a mattress if deemed defective, however transportation costs associated with repairs or replacements are purchasers’ responsibility.
What is turnaround for repair/replacement, if deemed defective? Two to three weeks from submission of paperwork to delivery of new mattress.
Is defective mattress repaired or replaced? Tempur-Pedic’s website states it will repair or replace a purchaser’s defective mattress (free of charge for years 1-10; at a prorated rate for remainder of warranty) but our reader’s seven-year-old mattress was replaced free of charge.
The bottom line for this or any type of warranty
Know who you will be dealing with should an issue arise. Know if coverage is prorated at any point during the warranty period. Most importantly, ask how warranty claims are verified, and what, if any, costs could be incurred.
Need help?
Are you the victim of fraudulent business practices? Is someone just exhibiting bad business behavior? Let Help Squad make the call for you. Send your letters, your complaints, your injustices and your story ideas to HelpSquad@pioneerlocal.com and we will be happy to help you.