Complaints

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• Initial Complaint

  Date:18/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  December 2021 I purchased 2 twin XL mattresses and 2 Serta adjustable bases. March 2022 Wayman offered a warranty claim on my husbands bed because it was sagging and bulging. I was told to remove and bring the law tag, drive 2+ hours to receive a new mattress. When I got home from picking up my husbands new mattress, I cut off all of the tags and put it in a file with my original purchase information. Shortly thereafter my husbands 2 new mattress did the same thing!! I contacted Wayman and was told by ****** she would contact her local sealy Serta beauty rest representative. She then contacted me and said the claim was denied. I then reached out to the local warranty representative myself and was told because the tags were cut off, warranty was denied. I was unaware that I couldnt cut the tags off because of our previous warranty. I then reached out directly to sealy Serta beautyrest and was told they would escalate the claim. The same gentleman that denied my claim initially, reached out and stated he stood by his decision. My husband works out of town and deserves to have a comfortable, quality bed that last more than 1 year!! Even if one slept in their bed every single night, a mattress should last longer than one year!!!My husbands mattress has sagged and bulged about 2 inches!!Heres what really aggrivates me. I bought a sealy mattress for my RV at ******. My husband and I both do not like it, but theres nothing wrong with it!! If I wanted to be dishonest, I could easily return that mattress back to ****** at any time with NO QUESTIONS asked but when I buy another quality sealy Serta beautyrest product and have legitimate warranty issues, my claim is denied. Sealy Serta Beautyrest states in their warranty claim paperwork that if the law tag is not attached the claim could take longer. Yet I was denied immediately despite having all of the tags. I do have pictures of the measurements I took when I filed my claim as well Regards *****

  Customer Answer

  Date: 18/10/2024

  I did not receive any warranty paperwork upon purchase or 1 warranty exchange. 
  the attached photo is directly from the sealy Serta website. Its Sealy Serta Beautyrest that I have an issue with not Wayman 

  Customer Answer

  Date: 19/10/2024

  Here is a copy of sealy Serta Beautyrest policy about law tags!!

  Customer Answer

  Date: 19/10/2024

  Here is a copy of sealy Serta Beautyrest policy about law tags!!

  Business Response

  Date: 31/10/2024

  Wayman Services Liquidation Centre is a small one store location, we can not in any way compare or compete with the ****** return polices. As a discount liquidation company, all our sales are Final. Some companies like Serta & Beautyrest Mattresses will extends their Manufacturer Warranty. The warranty is not through Wayman Services, we have no say in the warranty guidelines or the approval of the warranty, this is a Manufacturer Warranty, and all decisions are made by the Manufacturer.
  
  We will always help our customer through the warranty process.
  At the time of purchase, we always tell our customers DO NOT remove any of the law tags from the mattress. It is also written right on the law tag Removal of this Tag Voids the Warranty
  After the paperwork has been completed and our *** has reviewed, he will then tell us if the warranty is approved or not, and whats needed to complete this warranty.
  If approved, we contact the customer to let them know they can come in and pick out a new mattress. At that point we tell them they need to cut off the law tag and bring it in with them to get the warranty credit.
  
  The Lag Tag is what ties the warranty to the mattress, it has all the details of the mattress, warrant code, manufacture date, Mattress specs. The removal of the tag implies the mattress has already gone through the warranty process or did not come with warranty. It is extremely difficult to tell what mattress goes with what tag when the tag has been removed. The manufacture usually only requires the Law Tag back to complete the warranty, so the customer keeps the mattress and does what they see fit with it. (dispose, sell,donate, use)
  The reason why the manufacture denied this warranty was because the law tag had been removed from the mattress. 
  

  Customer Answer

  Date: 31/10/2024

  The manufacturers warranty states that if the law tag is removed the warranty claim could take longer. I was told immediately that my claim was denied 

   I had NO reason to remove the law tag other than the fact that my husbands first mattress purchased December 2022 was warrantied March 2023 and I was told to cut the tag off. I have the tags from the new warrantied mattress  and original receipt as previously submitted. 

  its in my opinion that a mattress should last longer than 3 months!! Especially when my husband is only here half the time. 
  

  as for ****** selling sealy Serta mattresses, I only made reference because we purchased a mattress and are not happy with it. Theres nothing wrong with it at all so it remains in our RV. 

  Business Response

  Date: 01/11/2024

  I do not have any other information that I can provided, as Wayman Services is not the warranty provider. Your warranty request was denied by the Manufacturer, this is a Manufacture Warranty and Wayman Services does not have approval status on a Manufacturer Warranty.