Complain about a product or service

Simmons Mattresses

Chris of Mission Viejo, CA October 19, 2009

This is my second time writing to you. The first time you just sent me to where I bought it and Ortho made me pay a 50 fee to establish if the mattress is visibly shot. It still is not 1.5” depressed, so I continue to be screwed! This is very simple. I had Beautyrest’s when I was younger and they we a fine, this time in our new stately home 2 years ago – exactly on 8/28/07 we bought a 1500 Cal King Novinger Lux Firm Mattress and it has been the nightmare of our lives!

From the day we got it, it never felt like the one in the showroom – not nearly as firm! Then my wife always suffered from the materials, it made her too hot – this made her have to leave the bedroom and sleep elsewhere to get some shut eye, but after only a few months the back pain began and I am feeling it strongly right now as there is no firmness to the mattress what so ever!!!

As a reference I’m not a small man, but also not gigantic 6’ 230 lbs – my wife 5’ at 130 lbs. But let me say this and even knowing the mattress industry seems to be a non caring ruthless low down industry, I am TIRED of not being taken seriously after buying a top-of the line 1500 product, so this time I will be ruthless posting something about your product and your company policies unless I get a favorable response!

The last mattress I bought was 600 for a queen 11 years ago that now my daughter inherited and it’s in far better shape than the one we bought from you, so as now someone said when buying another mattress, they don’t make them like they use to! Well, the pricing went up considerably, so I want to get what I paid for!!!

If I have to go out and buy another mattress after 2 years and throw away 1500, Simmons should be ashamed of themselves and I will raise hell as this has been a nightmare!!! There was one mattress firmer for another 200/300 does that one last 2.5 years or 3? The warranty is crap, you’ve treated me the same way and Ortho well, they adhere to your warranty, so obviously it will get to be 1.5” depressed, by that time get ready to pay doctor bills for two!!! I will wait for a response for one week and prepare and see all the places where I’ll be blogging, posting, etc., about this injustice and lack of customer support from Simmons.

Simmons response. If there are no other manufacturing defects in the bedding product, the normal tolerance level of impressions ( 1 ∏”) must be exceeded in order to receive a replacement mattress.

Note, not one word of - we apologize, nothing!

Denise of Coram, NY September 22, 2009

In Dec 07, we "traded" in the Sealy for a Simmons Beautyrest World Class Cypress Plush (commonly known as the Monrovia). This bed was heaven- for the first 6 months that is! We have deep body impressions and the side is bowing outward. My husband has had a lot of back pain and I thought it was just him. Then in April 09, I started to incur BAD pain from this bed. I called 1-800- mattress and had to take the measurements and all the pictures of the mattress, only to find out later that they filed for bankruptcy and I beleive Sleepy's was in the procees of buying them. So I was referred to Simmons directly.

I have to say that they were very helpful and started a claim and in 3 days an inspector called and set an appt up for the following week. One week after the inspection I called Simmons and was told that they were going to replace my mattress. GREAT- I thought. However, in the letter that I recieved from Simmons, I have to pay them 85 for the mattress delivery and it has to be a money order or bank check- they can not even process a credit card....and they need a few tags from the mattress sent to them. Once they are in receipt of these items, then they will "order" a mattress for me. Are you telling me that there arent't ANY in a warehouse?

I would love a freshly made mattress, dont get me wrong, but it sounds like a run around. In addition, I have to dispose of my mattress as they do not do "pick-ups". I know that we are lucky that our bed qualifies for replacement, as so many other posters were not. But I bought a product, it is (as most are) DEFECTIVE, and I have to pay for delivery and dispose of THEIR trash for them. What about all those out there who were denied for "stains"- stains? Who are they kidding- they dont even pick up the mattress- the CONSUMER DIPOSES it! I would really love to know the rationalization on that! I know this replacement will probably feel good for the first 6 months- then I will be on my way to a SEALY spring Free!

Richard of New Rochelle, NY August 17, 2009

We bought a Simmons Beauty Rest mattress in October 2007, from Fortunoff of New York. The purchase price 2000.00. The mattress is less than two years old and is sagging. We follow the instructions by Simmons Customer Service to supply all the pictures required evaluating the claim. We received a letter dated July 9, 2009 from Simmons stating that there is no structual failure in the mattress-this is a normal body impression. When we tried out the mattress at Fortunoff there was no give in the mattress. As a result of their findings, Simmons is unwilling to offer a replacement.

When ny husband lied down on the mattress he sinks into it. My husband has a heart condition and two herniated discs. This has aggravated the pain in his back and has to sleep in the guest room. Due to my husband's health conditions we are forced to replace the mattress. It definitely won't be a Simmons. My husband is on a fixed income which will be a financial strain. Sinking into the mattress is not body impressions. If it was, why doesn't the mattress return to its original form? Why do you have warranties, when you don't honor them? A mattress life should be 10 years or more, not less than one. The mattress was sold to us with the information that it would be comfortable, with proper body alignment.

Jaime of Southfield, MI August 14, 2009

I bought a matress back in 2003. The mattress sunk in the middle to the point where recently I could not sleep on it. If you sleep on the side, you roll in the middle. I contacted Simmons who had an "inspector" come out. The inspector said the depression was 1 and 5/8 of an inch which is a defect. He said Simmons would get back to me with their final determination. They mailed me a letter stating that this is normal body imprints and that they would not replace the mattress.

This mattress is useless and you can not sleep on it. I have to buy a new bed now which is 1800. I thought my bed would last at least 10 years when I spent 1950 on the first Simmons mattress. Plus I have been going to the chiropractor to get my neck and spine adjusted due to the pain.

Shweta of Vernon Hills, IL August 4, 2009

We purchased Simmons Beauty Rest mattress from Value City Furniture-Niles back in November, 2008. Since, Beginning we were having backaches. I did some research on internet and most people say that your body needs to adjust with the new mattress, hence give it some time. We gave time and till now the backache is still there. I called VCF-Niles and they had sent a technician to my place to check the mattress. Then I spoke to the manager at VCF and he said that he cannot get a return authorization from Simmons since they is no 2 inch deep thing to be seen. I told him that whenever I sleep in my guest room (which has a different mattress), then I am perfectly fine. Its only when I sleep on Simmons mattress. They may be no visual defect but they is DEFINITELY some defect somewhere. My health is going down day by day and due to lack of proper sleep I am going under depression. I really need to get out of this mattress ASAP. I have spent 1000 on this and I want to get this straight.

Jerry of Jackson, TN April 30, 2009

We bought a Simmons Beautyrest from Ashleys in Jackson,Tennessee . The mattress had a defect when we got it home so we had to return it to the store to replace it. When the new one arrived we got it home and slept on it for a couple of days realizing that every night we slept on it the mattress was sinking further down like we were in holes on each side of the bed and had trouble turning over. We contacted Ashley about the problem and they told us to bring it back and pick out another one. We found one that we liked called a ( Plush Firm ). We knew it wasn't real soft but it wasn't really hard either. We liked this one and ordered it to replace the one that was sinking in.

When the new one arrived we put it on the bed and realized that something wasn't right as soon as we went to bed. There was no plush to the mattress, only firm. The mattress had very little padding on the top and was very hard. It was not even close to the one we had tried in the store.The manager of Ashley came out and looked at it and agreed that there was definitely a difference and that he would do everything he could to help us. But after talking to Simmons regional manager his attitude changed. We have contacted Ashley with emails and on the phone voicing our problem.We gave over 1400.00 for a mattress that we thought we would be sleeping on right now but we can't because it is so hard. Plush Firm does not mean rock hard in our book. The Simmons region manager told us that a mattress is like a pair of shoes,you have to break it in. We've owned numerous mattress in our lives but we never had to break one of them in. When you spend the amount we did for a mattress it should feel and sleep like the one you test at the store you bought it from.We were told that because other people try them at the store they will seem softer than they are. Maybe they should put up a sign informing people of this so as not to mislead people. The lady at Simmons told my wife today that Simmons is not in the buisness of comfort they are in the buisness of selling mattress. Their customer service was rude and confrontational to say the least. If they think we're through fighting them they better think again. We put some of the blame on all furniture stores that allow Simmons to treat their longtime customers or anyone this way. Simmons told us that since all the serial numbers on the mattress matched the ones that go with building it we reveived the same one we tried at the store. We are very disappointed with Ashley Furniture.

We are longtime customers and purchase only their product. That relationship is most likely over since they've decided to stick their heads in the sand. It's a shame ,they have good products. We did find the perfect mattress there the other day; it was a Simmons.Good luck to all of you in our shoes!!!!

Cheryl of Mt. Juliet, TN April 20, 2009

Cheryl of Mt. Juliet TN (04/20/09)
We purchased a Simmons Black Luxury Collection mattress and box spring in October,2008. In January,2009 my husband started having back problems. He thought it might be the mattress so he slept on a different matress and his problem seem to be better. After a few days he slept on the new mattress and after one night his back problems started again.

We registered a complaint with Mattress Unlimited where we brought the mattress & box spring in February,2009. They gave us forms to fill out and measure how deep the mattress sunk. We return the forms and then they called and wanted pictures of the mattress, so we took pictures and gave them to Mattress Unlimited. They sent the forms and pictures to Simmons. Simmons had Mattress Unlimited send a representive out to look at the mattress and take pictures.

After several days we received a letter from Matress Unlimited saying that Simmmons was not going to replace the matress. They said we could appeal. Why do they warranties if they will not honor them when a legimate complainthas been made? We're not trying to rip-off the company, we just want a new mattress or our money back....... We paid over 2000 for that mattress plus doctor bills. (He didn't have lower back problems until January,2009.)

Brian of Wahpeton, ND March 10, 2009

Brian of Wahpeton ND (03/10/09)
I complained about the depressions on my Simmons Beautyrest mattress and I had not even had it one year! They sent me a packet told me to measure the depressions and take pictures, then they would decide! I called and said that was ridiculous and they said the could send out a representative, but that would cost me an additional 35.00 service call. If I did get granted another mattress, I would have to bring this one back to the store and pick up a comparable one.

Back problems and uncomfortable to sleep on

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