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Sealy vows to resolve issue over ridiculous mattress rule

Earlier this week, Chris Smith received an email from a listener detailing how the difference of 3mm meant her Sealy mattress couldn’t be fixed.

As part of its 10-year warranty, Sealy mattresses need to have sunk at least 3.2cm before a claim can be made for a repair.

Rita tells Chris she spent $200 to have her mattress inspected by Sealy, only to be told her mattress had sunk by 2.9cm, meaning her warranty was ineffective.

Chris Smith slammed the move by Sealy saying to deny her the warranty over a difference of 3mm is ridiculous.

In a statement (see full statement below) to the Chris Smith Show, Sealy says it’s taken the matter “extremely seriously”.

We are genuinely disappointed that we haven’t been able to provide a positive outcome for the customer in this case, however we are satisfied that the customer’s issues have been taken extremely seriously and that they have not been caused by any faulty workmanship or materials on Sealy’s part.

The bed manufacturer says a fault to Rita’s bedframe caused the issue to her mattress.

Speaking with Chris, Sealy Chief Sales and Marketing Director Ross Gage says he will endeavour to replace Rita’s bedframe, to ensure the problem is resolved.

“I want to… make sure Rita’s happy.

“What I think we would be best doing is offering her a new base.”

Click PLAY below to hear the full update

Full statement from Sealy

Sealy has been made aware that one of its customers has not been happy with the performance of their Sealy mattress and Sealy’s customer service, both of which we take extremely seriously.

Sealy has been setting the standard in quality bedding and after-sales service in Australia for nearly 50 years and is very mindful of its obligations to consumers in relation to the quality and performance of its products. This commitment to quality and service has resulted in Sealy being awarded the industry’s best in a review by Canstar Blue in 2017 and 2018, earning five-star ratings across the board, and winning the award for “Best in Overall Customer Satisfaction" for two consecutive years.”

Turning to this particular case, Sealy’s inspection revealed that the consumer’s mattress was being placed on a base in the consumer’s home that was not providing the correct support, and allowing the mattress to flex. To be certain that no defect was present within the mattress, Sealy conducted a factory inspection of the mattress as well and no manufacturing fault could be found.

As part of this service, the customer agreed to pay Sealy’s nominal inspection fee and also for the fee to replace the top panel of the mattress, which the customer agreed needed replacing.

We are genuinely disappointed that we haven’t been able to provide a positive outcome for the customer in this case, however we are satisfied that the customer’s issues have been taken extremely seriously and that they have not been caused by any faulty workmanship or materials on Sealy’s part.

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