WON'T UPHOLD MATTRESS WARRANTY

Posted Sat April 29, 2006 1:14 pm, by susan b. written to Macys.com

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For many more years than I care to remember I've been a Macys customer. I've never had any problem with your sales and service records, nor your exchange policy. That's why I am shocked and disappointed to report this deviation of your sales and service record.

In 2001 we bought a king sized mattress and boxspring, sales check number 48704266, that was delivered 11/27/01. We we given a full 10 year warrantee. About one year ago I started reporting 2 depressions and sagging of the mattress, in spite of rotating the mattress every three months, as instructed in the warranty. I've called, I've emailed, I was told I would receive a string and ruler to measure the depressions, and I have gotten no response.

Two weeks ago I finally was able to get you to agree to a home inspection from a technician scheduled on Friday, April 28th, 2006. I was told I would receive a call on the prior day to give me a time range for this appointment. I did NOT receive a phone call the prior day, but instead did receive a call on Friday, April 28th, the day of our appointment. I was told that the technician was involved in an automobile accident (nothing major, I was assured) and someone would contact me tomorrow - Saturday, April 29th.- for a home visit inspection.

Today the technician showed up and measured and said, "The original warranty range was changed YESTERDAY to a depression of 2 inches and you just missed it!" Sorry.

I had to take a day off of work yesterday, April 28th to wait for an appointment that was not kept nor cancelled. Financial reimbursement is expected from you.

I expect you to uphold my warranty and replace the mattress as you promised.

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Re: WON'T UPHOLD MATTRESS WARRANTY by susan birnbaum Posted Thu July 6, 2006 @ 4:56 PM Thank You PFB!!! After my complaints to Macy's regarding my mattress warantee went unanswered, I wrote to them via PFB and guess what? I got a response from the East Coast corporate offices and they did replace my mattress with a new one. I know that they responded because of this public complaint site and I think it's great. So glad you're back!!! Reply Re: WON'T UPHOLD MATTRESS WARRANTY by Steve Gordon Posted Thu May 4, 2006 @ 9:45 PM My company has been inspecting bedding for manufactures and retailers since 1974. Any mattress that has a depression of one and a half inches or more is a defect. To my knowledge there have been no changes by the manufactures. Sounds like someone trying to pull a fast one on you. Mt suggestion is to contact the manufacture. Good luck Mattressinsptr@aol.com Reply APPRECIATE IT! by susan birnbaum Mon May 15, 2006 @ 2:30 PM THANK YOU STEVE! by susan birnbaum Mon June 5, 2006 @ 1:38 PM Re: WON'T UPHOLD MATTRESS WARRANTY by p d Posted Sat April 29, 2006 @ 3:20 PM I don't understand. The warranty was changed to a depression of 2 inches. Does that mean it has to be 2 inches deep and yours isn't? Whatever, I don't see how they can change a warranty. That's just wrong. Good luck with this. Reply I can't believe Macy's either... by susan birnbaum Mon May 15, 2006 @ 2:32 PM