Who Really Made Your Mattress? The Secrets I Have Learned As A Consumer!
Jan 18 '03 (Updated May 06 '03)
The Bottom Line Be very careful where you shop, and what company you buy from. Your warranty may not me worth the paper it is written on.
In nearly 35 years of marriage, we have purchased two king-sized sets! After all, they should last a long time and make your sleeping comfortable, or so I thought.
Our first was a Spring Air foam set. I actually wasn’t looking for foam, but the salesman said since my husband was in the military, and we no doubt moved quite a bit, an inner spring king sized mattress might not go in some of the places we would live. I decided that since the foam had more options, I made that my purchase. We really enjoyed this mattress, and although we had it for more than 30 years, it was actually quite comfortable until the last five. I paid $300 in 1969, and would say that we got our moneys worth.
After disposing of the set that was practically a family member, I thought it would be nice to get one of those “new” pillow top mattresses. As we roamed around bed and furniture stores, listening to every sales story, I frankly thought I was on a used car lot! Not only was I faced with major “sticker shock” there were so many different beds, and prices ranging upwards of $10,000. No doubt you know the routine, walk around, lie down for a couple of minutes, and think you have found one that is just right. Ours was about $1300.
So how do you buy a mattress? Well, it is apparent we didn’t do it right because after two years our King Koil pillow top is the most uncomfortable bed I have slept on. We have grumbled morning after morning about how terrible we feel, and I finally decided to check on the warranty and exercise my rights as a consumer. Minor problem, you really do not have any rights, and the decision of what happens to you, your warranty, and your bed, is something you have little to say about.
The first thing I did was look up King Koil on the Internet. They had an attractive website, and a contact form. I filled in all the appropriate blanks, and received a prompt answer. I was told that although I bought my bed in Montana, I should contact the local factory that was about four hours away. I faxed them a copy of my receipt along with a letter describing the problem. Yes, they want you to tell them what is wrong. Frankly, that isn’t easy, but when you say you do not get a good nights sleep, and your back hurts, that is about the best I could come up with.
At this point I was told that the company is a franchise, and every plant makes its own beds and gives them those cute little names! You’ve seen them “comfort dream and lillypad” for an example. I spoke with the manager of the plant in Washington where my bed was made, and basically was told that the local factory would pick it up, take it away for three to four weeks and see what was wrong! Now that really isn’t very good consumer relations as when I ask what I was so sleep on, they said that wasn’t their problem.
Remember I have this fancy warranty card that says repair or replace, pro-rated of course, but I didn’t get to vote. My ten-year warranty really means nothing but a major headache and inconvenience. When I decided to get “firm”, pardon the pun, they could have cared less. The local plant had never heard of “my bed” and it turns out that these plants make beds for all different companies to their specifications and slap a different label on it.
Frankly, you have no clue what you bought. It honestly seems worse than trying to use the warranty on tires on a new car. They are warranted by the producer, but try and get them to do something about a tire problem.
So, how do you hopefully get satisfaction from a bed purchase? Remember, this is not an inexpensive purchase, and should be one that you have for many years. As I did some calling around I found that the major chain bed stores seem to be more willing to help a customer with a bad mattress. They tend to stand behind their product, especially if you have moved. Now this does not help me, but I would probably lean in the direction of making my purchase at a nationwide bed specialty store.
Some stores will give you a 30-day return policy if you are not happy, but interesting enough, in the first two years of the life of a mattress; it will deteriorate 15%. So if you thought it was great when it was new, you might not find that the case after you have owned it for awhile. Of course, that is why you have the guarantee!
Frankly, I am very disappointed with the way the bedding industry handles problems, and was really surprised that this particular company is a franchise!
So can I give you any really good advice? Probably only two things, one buy a little firmer than you think you want since it will soften up, and I would stick with a bed specialty store.
If you sleep an average of eight hours a night, you will spend 29,120 hours in a bed over a ten-year period! That is a lot of time to be uncomfortable!
Updated information:
I think it is very important to keep the consumer updated with a situation as significant as warranty support on a bed!
I have received several e-mails from King Koil, asking "What can we do to help you?" When I respond "Get me a new bed under the warranty that I have, 10 years no proration" they don't answer me.
After chasing everyone to get some assistance, I went back and called the factory in Spokane where this bed was made, and basically was told that since I moved, "it wasn't their problem" You would think that at least they would offer to send a factory rep out from somewhere to look at the bed, nothing!
When I felt the store in Whitefish, Montana where the purchase was made, was going to stand behind the warranty, I was very surprised that the owner told me, "It's not my problem".....and I was told that if I wanted the bed fixed, I need to send it to a factory in Illinois! This would be at my expense. Can you imagine the cost to ship a king size, double pillow top mattress, over 350 miles? Total nonsense.
So consumer, read the fine print on the warranty, and then don't believe most of it. There is no doubt that buying a mattress is worse than buying a car. At least if you have a problem with a vehicle that is under warranty, you don't have to take it back to the dealer you purchased it from.
This mattress business is a scam, so be careful, and stay away from King Koil. They are all franchises!
Updated Again!
We did have a very nice man from one of the franchise factories come out and look at the problem. He agreed that it wasn't right. The box springs that were delivered with the set, are not even the same ones. Although the fabric is so close that you would not notice a difference, one is very soft and the other somewhat firmer.
There has been no resolution and the company has done nothing!
I am constantly reading bed reviews and warranty problems. It is a sad state of affairs. You should get what you pay for, and the company itself, not a franchise plant that makes beds for all different brands should be the one to take care of your problem.....and immediately!
Updated March 2003!
After returning from vacation, we were told that the company had made some most pathetic offer financially, which was not at all satisfactory. The gentleman from the local store said the mattress was defective, and he would be happy to testify in court about it.
Sadly, King Koil does not stand behind their products. Remember we are dealing with a two year old king set with a retail price of $1299 and a full 10 year warranty, no proration. Doesn't that tell you how concerned you should be as a consumer, considering how much time you spend in your bed.
We crawl out of the hole on each side every morning.
Updated AGAIN:
Well, the bed went back to the factory for repairs. I felt that since we were going to be in South America for a month that this would give them the time to fix whatever was wrong with it.
Sadly, it came back, soiled, threads torn, looking like it was purchased at a used bed store.
Still no resolution.
FINAL UPDATE! The bed was replaced! Shocking, but true. I had been given a choice between two king sets, and decided to go without the pillow top. They delivered it yesterday, and after four months of trying to get what the warranty covered, we have a new bed. No doubt there was absolutely no reason for the problem to take four months to be resolved, however it has been done.
My issue still stands: Be careful where you purchase your bed, and what the warranty says. It's the fine print that ruins the bed industry. I will thank the one person, not at the corporate office (which did nothing)but at a factory in Illinois for taking the consumer orientated step...you know that old saying, "The Customer Is Always Right".....
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