To the Management Team at Simmons, About two years ago my wife were in the market for a new mattress. We started researching many different brands and we finally settled on Serta because Serta products were to be the best quality and best comfort.
So we thought... About 6 months into our purchase we noticed that our mattress was beginning to sag on both sides where we slept. We had been rotating the bed every three months as the sales professional suggested but still noticed the issue. We should have known then that the product was either defected or not of 'highest quality', as Simmons claims in the company mission statement below: Mission: Driven by the passion for better sleep, we strive to consistently deliver innovative products of premium quality, to provide a unique customer experience and overall total satisfaction.
About a year after noticing that the mattress was sagging considerably, I called to have it looked at. After inspection, the inspector stated that the mattress was well-beyond the normal sagging tolerance and was defective. However, there were stains on the mattress and that would void the warranty. Now, I can understand stains playing a factor in some warranty issues but not for the bed sagging on both sides where we sleep.
I am an engineer can't comprehend how a few stains in a mattress can cause springs in a mattress to become faulty over the entire surface of a mattress, especially when we have a pillow top mattress. If a stain can run through all layers of the pillow top and into the mattress and then cause the entire mattress to sag, the product is obviously defective. I wonder now if the warranty does not cover stains because the product Simmons is producing in the market is not of highest quality? Stains being part of the warranty basically covers the organization from having to produce quality products, as most people will have some type of stain on their mattress over a 10 year period.
Going back to the mission statement, I have to argue that the company is not living up to the standards set in the mission statement. For one; the product is not 'premium quality' as stated. Our mattress sags in many areas and that is not a sign of quality. Secondly; I have to argue that the organization is providing a unique customer experience.
This is only true if; providing a product that did not meet customer expectations, resulting in the customer having to write a detailed email explaining the frustration with the product is what the companies end goal was. Lastly; We are not even close to achieving overall satisfaction. Not only is the product quality poor but the customer service is poor too. There was no contact from the organization other than a letter telling us our product was not covered under warranty.
No explanation of how stains made an entire mattress fail. We'd love to hear the reasoning as to how this mattress is a quality mattress but no longer have faith in receiving feedback from your organization. Your organization has disappointed us so much that we will never purchase any your products again. The quality is poor and the warranty that is in place exists, in part, to protect the organization from the poor product design and quality it produces.
An exciting experience of purchasing a new mattress has now become a miserable one. Unfortunately, we have to go through the experience again to replace the mattress we purchased from your organization...which is garbage. We will be sure to share our experience with all friends and family, including those copied in this email, to warn them of what they are getting into if they choose your products over the competition. Your organization needs to reevaluate your mission statement.
Currently you are not meeting the standards that you are aspiring to be, resulting in frustrated customers choosing the competition over you. In case you feel the need to see if your organization is making strides towards achieving it's vision, see below: http://www.simmons.com.sg/corporate/vision_mission.html Regards, Chris and Justyna Podolak
Review about: Serta Mattress.
Reason of review: Warranty issue.
Monetary Loss: $1800.
Preferred solution: Full refund.
I didn't like: Sagging mattress.