The issue is service. To sum it up, they are not interested in customer service, but only in making the sales.
My wife and I bought a Sealy mattress about 4 yrs back. The pillowtop has shifted about 5 inches sideways and cannot be readjusted. Given the 10 yr warranty, we tried to contact the company. Very difficult to get a customer service agent, but instead bumped from machine to machine. They won't talk at all to you until you fill out a very complex and overwhelming form they mail out.
Finally after having to tear apart our bed to photograph and measure our bed, we submitted the 18"x 24" form, and finally received a call from 'customer service' telling us that our warranty is void, due to "not having enough slats under our bed, and not having a centre support". The mattress problem has nothing to do with either point, but they would not discuss it further. On the phone they were abrupt and clearly not interested in providing any level of quality customer service for their product.
Buyer beware, it really felt like they did not give a care about taking responsibility for the problems with their product. read more