I’m not a great complainer. I tend to view the world through rose-colored glasses. So when I run up against head-scratchingly bad decisions, I generally opt to raise the conversation at the next higher point of decisionmaking. Typically, another perspective resolves the issue and either helps me understand what the problem is in my viewpoint, or changes the previous decision.
This set of guidelines has served me well in my life, and has been validated in both of the first two MBA classes I’ve taken.
In particular, when you market your product as solving customer issues (in my case, that a latex-core mattress will reduce my allergy symptoms, and mine and my husband’s back problems, that had resulted from our old mattress’ springs failing), you build up a certain level of enthusiasm and good will. When your sales people assure your customers that this is a 20-year mattress, with a 10-year warranty to stand behind its quality and worth as an investment, and that despite the fact that you will sweat more because of the nature of the latex mattress, using a standard mattress pad will protect your investment sufficiently, then please, let these words be your company’s truth. After all, this is a not-insignificant investment that should only come around once every 15 to 20 years.
We loved our mattress for 5 years. We took normal and recommended care of it. And we sweated a lot. Because of this, there are sweat stains on the mattress. Because we took seriously the “do not expose to liquid” injunction, and the “it’s fine so long as you use a mattress pad” explanation, we shrugged about the stains.
Apparently, those are now the reason Sealy does NOT stand behind its warranty.
I’ve just spent the better part of two weeks going round in circles first with the store (who sent out an inspector with complicated measuring devices and confirmed that the foam had collapsed 1.5″ on one side and 2″ on the other–far outside their warranty’s parameters) and then the Sealy home office.
Their final word:
For the reasons listed in the email above and outlined in your warranty it’s never pleasant to disappoint our consumers, however we must inform you based on the limited warranty your mattress can not be replaced. We feel the decision of your retailer, The Boston Store, was the correct decision based on the information provided.
The reason I went through the second round of information trading was because there WAS NO LIQUID SATURATION. It was sweat-stained as part of normal wear and tear, after careful protection with both high-quality mattress pads and sheets.
So I’m posting this warning to any potential Sealy customers: The company is in the business of producing a product that will seem great for a short while. Just long enough to make sure you’ve sweated enough to ensure that their warranty is not worth the paper it’s printed on.
Meantime, we’re back to having back issues. Does anyone have a recommendation for a better mattress?