I bought a queen beautyrest on 9/28/07 for almost $1700 including a new simmons box spring and waterproof protector. The mattress started sagging around summer 2010. I contacted simmons on 1/17 and they scheduled an inspector to could out to look at the mattress. The inspector used a weighted string placed across the mattress with a ruler to measure the depression in the mattress. However, the inspector's tactics were very underhanded. He pressed down on the mattress but before he took the photos he talked to me about the acceptable numbers that simmons needs to see before they will consider the mattress defective. Then when he was done talking he took his pictures. Looking back on it now I cannot believe I did not catch this trick at the time. By the time he took the photos the depression number was at 1 3/8 inches, this is what he wrote in his report. Coincidentally simmons requires a minimum of 1.5 inches. So my mattress was off by 1/8 of an inch. If he had taken the picture without talking to me it would have easily ready 2.5 inches. After this I received a letter in the mail saying the claim was denied and the level of depression that we had was considered normal wear and tear BULL$*&$. I sent 4 emails to [email protected] requesting the contact information for a supervisor or manager with the warranty department, I never received a response. Today I called them and the customer service woman that I talked would not give me any contact information for a supervisor, she said I could leave a message and she would make sure it gets to the supervisor... yea right, I'm sure, just like my emails were replied to. Then she said that my warranty claim had already been denied and I could open a new claim again in 90 days but "I would just be wasting my time because that one would be denied too" ... those were her exact words. What a despicable company with despicable customer service reps. I am going to invest in a memory foam mattress as soon as I can afford one. I am also going to cut the pillow top off the simmons mattress and take video of what I am sure will be defective coil springs (which is the case with the majority of beautyrest complaints) and I will then post this video online. I have already submitted 2 BBB complaints and I am going to spend as much time as I can getting the word about about this garbage company and their products. I already told my story to 2 women at a sears department this past weekend and steered them away from buying a simmons mattress (they bought a stearns and foster instead). At least I know that by word of mouth I can get some level of satisfaction by informing others about this company, their horrible products and awful customer service. Simmons is now merging with sealy after filing for bankruptcy protection so beware of sealy mattresses having this same problem also in the future.

My husband and I purchased a king mattress set on 9/27/2008 from the Mattress Giant store in Stonecrest (Lithonia). On the day of the purchase, the salespersons Al and Karen rendered us customer satisfaction as far as getting what we wanted and working out a deal that would fit our budget. When we finally decided on what product we wanted, and made the purchase of $1604.98, we were assured by Al that we would be pleased with our purchase and the company's customer service.
Delivery was set up for the next day, 9/28/2008 (a Sunday afternoon). We were told we would get a call from the delivery team at least 45 minutes prior to them delivering the mattress set to our house. But they called 15 minutes prior.
We inspected the mattress for deficiencies and flaws and there were plenty. Mind you this mattress costed us $1600.00 and was suppose to be new. In no way was it new. We didn't get hold of customer service until about 3 days later after calling and calling and finally Robert Gray called us back saying he would replace the mattress set. We told him that we didn't want a replacement, and we wanted a refund. They gave us the run around for over a week because they didn't want to give us our money back. As of today, 10/7/2008, we still don't have our refund, they are playing games about picking up the mattress, and we are now in the process of a lawsuit. We hope this never happens to anyone else. Please don't purchase a damn thing from them!!

I tested a Simmons Beautyrest mattress in Kirschmans Furniture Store in Metarie, La. The bed was wonderful in the store. I had the bed delivered on Jan. 17, 2004. It was a Simmons Beautyrest Avenue edition bed. Also purchased was the recommended bed frame and mattress pad. The bed was fine for about two months, then I noticed that it started to sag and cause back aches. I contacted Kirschmans about the problem several times, as the recorded info for Simmons warranty advises you to do. I received no response. This went on for about 2 years. I finally got someone from Kirschmans to assign a service ticket for the bed to be inspected. No one showed up nor called.

I since had to move from La., due to hurricane Katrina, to California. I contacted Simmons directly and filed the claim. Simmons sent someone out from Sleepteks to inspect the bed. The inspector used a metal measuring tool, placed it across the bed and specifically told my finance and I that there was "definitely a defect with this bed." He further advised that we should call Simmons if we don't hear from them within a weeks time.

I received a letter from Simmons stating that they would not warranty the bed because the there was a red tint on the surface of the mattress. This tint was cause from using red sheets on the bed. Furthermore, they stated that they would not warranty the bed due to it not being in an approved frame, even though the bed was used in a frame recommended by the furniture store. We purchased a new bedroom set approximately 3 months prior to the inspection, which has more cross member support than the metal frame it was purchased with. Simmons further stated that the bed depression wasn't sufficient enough to warrant replacing the bed. I asked to have the tech report sent to me which Simmons denied. They stated that it was property of Simmons and "none of my business."

Simmons is only looking for ways to not cover their product. When we buy merchandise we as consumers should feel confident that we are buying quality and have the assurance of the warranty, which is one of the selling points. I feel that Simmons has misrepresented itself and feel that their actions are despicable.

Additional note: After telling Simmons reps about the conversation with Sleepteks rep. They said that he was not supposed to tell anyone about the findings and that they would look to have him fired. I believe that there is something to hide with that statement alone.

Please respond with further complaints or any advise on this matter smb!!!