Simmons Optics Simmons Beautyrest World Class Mattresses With Memory Foam Pillowtop
(53 Epinions reviews)
Epinions Product Rating:
Never ever buy a Simmons!!!
Jun 3, 2009 (Updated Jun 4, 2009)
Review by gruber16
Rated a Very Helpful Review
Pros:Comfy during the first 6 months. Be forewarned though - it breaks down soon after.
Cons:6 months life span. Imposterously rude customer service. They cheat their way out of warranty.
The Bottom Line: Do not buy this mattress unles you are willing to waste your money and support cheating company
We bought king size version of this mattress in 2006 for over $2,000 (for mattress only). The platform box was selling for another $400, but we didn't need it since we have a platform bed.
Recommend this product?
First impressions of our new mattress:
The mattress itself, while brand new, was quite nice and comfy. It sells as a firm mattress with memory foam pillow top. Because of the pillow top, the mattress was supportive yet soft (for the first 6 months before it breaks down!). Everything else about the mattress is really standard - standard size, standard off-white color, top was stitched in a standard looking pattern. The mattress is built using independent coils in order to reduce movement transfer (how much you feel the tossing and turning of your sleeping partner). While this feature somewhat reduces movement transfer, it's not nearly as effective as with tempurpedic mattresses (or similar alternatives).
Our new mattress starts breaking down:
The mattress was nice and comfy for the first 6 months or so. Then, we noticed that the side rails started bending towards the outside. After another 6 months, the mattress started depressing in the middle. We called the vendor store ("The Great Indoors") which was quick to handle the claim on our behalf. After few weeks, we received the replacement mattress from the store directly.
Ok, we have the replacement, lets hope this one will last:
We were again happy with our new mattress for another 6 months. Then the same issues started appearing - side rails started bending and the depression started forming in the middle of the mattress. The mattress became uncomfortable to sleep on so much that my husband started complaining about his back pain. We called our vendor again, however they had stopped dealing Simmons in the meantime and instructed us to go to Simmons directly. The sales rep actually told me that they had so many claims on Simmons that they were losing money on it. I don't know how that works, but apparently it was the vendor who took a hit anytime a customer had a claim, not Simmons!
Dealing with Simmons customer service:
So I called Simmons for the first time. I was on hold for good 15 minutes before a customer rep answered my call. She said right away "Do you still have the tag on the mattress?". I was away from home when I called, so I asked what tag. She said with a very authoritative tone of voice "The one that says 'not to be removed under penalty of law'". Did she really try to scare me into thinking "OMG, I broke the law if I removed the tag" :-) It's unlawfull for a seller to remove the tag before selling the mattress. Customer is free to remove it if he/she wishes to. However, Simmons uses this as an excuse to void warranty!
Anyways, I had to call the customer service back from home, since they wanted me to read some codes from the tag. They also wanted copy of the original receipt (otherwise - they again void the warranty). After I mailed the receipt and all the information over to Simmons, they called to schedule an inspection. The inspector is not a Simmons employee, he actually works for a third party company. He said that the mattress had 3-4 inches depression and was 'severely deformed'. He took pictures, noted measurments and left. Couple of weeks later, we received a letter from Simmons saying that the measurements show no significant deformity and thus they will NOT replace the mattress.
We were not hapy about this and started thinking of getting a new mattress. Because we paid so much money on this one, we procrastinated on getting a new one. So, several months had passed and the deformity grew bigger. I decided to call Simmons again and ask them to send the inspection again since the deformity was so obvious. Their call center is always busy, so they ask you to leave a message promising they will call back within 24 hours. I left a message, and they called back 6 days after!!! Customer rep who returned my call this time was just as angry as the one I spoke with originaly. She said right away that I don't have warranty on my mattress because my mattress was stained! The mattress looked all deformed, but it was NOT stained. I told her that, but she wouldn't listen. I asked to speak with her supervisor, she said "my supervisor will tell you that your mattress is stained and your warranty is voided, so no - you can't speak with the supervisor". I asked her to send me the copies of photographs the inspector took. She said "no, that's property of Simmons". I asked her if there is a department that handles disputes. She said one final "NO", and then she HUNG UP!!!
Save your money by not buying Simmons. If you already bought Simmons mattress and it failed you - at least save your sanity by not dealing with their rude and freud customer service.
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