Problem Solved

Problem Solved is a weekly Q&A column that fixes consumer problems. Christopher Elliott goes to-to-toe with manufacturers, retailers and service companies to fix  readers’ thorniest problems — everything from broken laptops to faulty kitchen appliances. If you’re interested in publishing this feature, please contact Elliott directly at [email protected] or (202) 370-7934.

Mirtha Himschoot’s Mattress Firm bed is sagging. But the company won’t replace it, insisting her mattress is “used.” Does the 10-year warranty mean anything?

Question

I bought a king size mattress from Mattress Firm in 2013. It came with a 10-year warranty — or so they told me. Recently, the mattress developed a terrible dip where I sleep, and I have been getting backaches.

I went to the store where I bought it and showed them my receipt. I was told I bought a used mattress and I had no warranty. Who in their right mind would pay so much for a “used” mattress? My husband is 87 and I am 79. I think they are trying to take advantage of us seniors.

Please try to get us a replacement mattress equivalent to the one I bought. They are not being very truthful. Nowhere on the receipt does it say I bought a “used” mattress. Can you help us fix this Mattress Firm bed that’s sagging? — Mirtha Himschoot, Davenport, Fla.

Answer

So your Mattress Firm bed is sagging? That shouldn’t be happening.

If you have a receipt for a new mattress, then you purchased a new mattress. Full stop. Note that some Mattress Firm models don’t come with a warranty, such as outlet, floor models and clearance merchandise. So when a representative said your mattress was “used,” that’s what he may have been referring to.

Most mattresses last 7 to 10 years, so your bed still had a few years left. Warranty information varies by model. You have to check your mattress to see what is — and isn’t — covered.

We’ve had several other mattress cases like this. They don’t all end well.

Interestingly, Mattress Firm addresses the “dip” problem on its warranty information online. It looks like you are not alone.

One thing is clear: A quick, in-person visit to your Mattress Firm store isn’t enough. The company says you have to file a claim in writing, so that would be your next step. You can do the paperwork through the Mattress Firm website. If that fails, you can always send a brief, polite email to Mattress Firm customer service executive. I list the names, numbers and email addresses of the Mattress Firm executives on my consumer advocacy site.

But Mattress Firm promised it wouldn’t sag — or did it?

Considering Mattress Firm’s promise to give you a good night’s sleep and to conduct its business with “integrity, service and passion” — those words are directly from its values statement — I was certain the company would take care of you.

And guess what? It did.

You decided to write one of the Mattress Firm executives with your problem after I supplied you with their names and email addresses. A manager contacted you and invited you to return to the store to pick out a new mattress. You report that you were “treated like royalty.”

That’s what I like to hear.