Complaints

This profile includes complaints for Kingsdown, Inc. USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kingsdown, Inc. USA

  126 W Holt St Mebane, NC 27302-2622

  
• 

  Kingsdown, Inc.

  380 W Brooke Rd Winchester, VA 22603-5792

  
• 

  Kingsdown, Inc. USA

  1631 Industrial Dr Ste A Stockton, CA 95206-4983

  
• 

  Kingsdown, Inc.

  3440 Craftsman Blvd Lakeland, FL 33803-7395

  
• 

  Kingsdown, Inc. USA

  7320 Oakwood Street Ext Mebane, NC 27302-9211

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair 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.

  Purchased a Kingstown ****** Firm Hybrid Queen mattress on 5/25/22. Paid $3199.99. Filed a claim on 1/7/25. Case Number ******************* Original Invoice Number ***********. Mattress has deep indentations on both sides and a large lump in the middle making it very uncomfortable to sleep on. Sent in all necessary paperwork and pictures. Mattress inspector came on 1/18/25. Received an email response today 1/23/25 stating that the mattress warranty was void because Your mattress was found to be stained, soiled or abused in some way. Stains, soiling, fluid penetration or other signs of abuse void the warranty under the terms of the manufacturer and are not qualified for replacement.I vehemently disagree with this statement. The mattress has been covered with a waterproof mattress pad the entire time we have owned it and there are absolutely no stains on this mattress.

  

  Business Response

  Date: 01/24/2025

  Mattress Warehouse ******** Retail Distributor) requires Kingsdown to allow them to be the first point of contact for a warranty issue. The attached is the third party inspection that was performed on ******* mattress. Body conformity is an expectation of the mattress. The warranty states that the body impression should not exceed 1.5" or greater with no weight applied provided the mattress is free and clear of any stains and adequately supported. In her case, even if you disregard the stain, she has normal body impressions no greater than 1". All mattress manufacturer's require the mattress to be free of stains. The reason that a stain compromises the integrity of the mattress is because the mattress, being made of foam, fiber, and inner padding material will absorb the penetration and begin to compress. The compression and recovery over a period of time will cause the mattress to break down. Heat,pressure, and penetrating moisture cause deterioration inside the mattress.While professional dry cleaning may remove the outward appearance of the stain,the inward damage cannot be reversed, voiding the warranty.

  We concur with Mattress Warehouse's denial of her claim. She has normal body impressions and a large stain that prevents the mattress from having warranty protection. If she has used a mattress protector, her recourse should be with them as the failure of that product has voided her manufacturer's warranty on her mattress. We are attaching the warranty also.
  

  Customer Answer

  Date: 01/24/2025

   I am rejecting this response because:
  There is no noticeable stain on this mattress.  The mattress has been covered with a waterproof mattress pad the entire time we have owned it.  I do not agree that the hole I am sleeping in needs to be deeper and the speed bump in the middle 
  of the mattress needs to be higher before you honor your warranty.  I also realize that your so called stains are your first line of defense to dishonor any mattress warranty.  My previous mattress lasted us 15 years and was less than 1/2 the cost.  I would expect better quality from a ******* mattress.  I will have to purchase a new one and it will definitely not be a Kingsdown.  Im very disappointed in your company and will let everyone know.  You should be ashamed!

• Initial Complaint

  Date:11/07/2024

  Type:Service or Repair 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.

  Bought a ********* with a 10 year full warranty, filed a complaint in March 2024, delivery date was Nov4/14 have receipt. At that time they asked for photos. Well after serious health issues I sent all required documents on Nov5/14.Received e mail back, warranty is ********** after mentioning that I had filed in March. Then they said my mattress was stained (material was yellowish in places, assuming age or maybe the light but the mattress has a had a good quality waterproof cover on it since day one. Then my receipt does not show sale on it and distributor is no longer. But it clearly shows item and name of mattress on it and box spring.The issue is that the bed rolls on both sides enough that I have fallen off the bed on two occasions and once I was hurt quite badly. Also, in the Center of the mattress is some sort of reinforcement that is painful to sleep pushing towards the edge of bed.I am not happy as we thought this was going to be our last mattress, our last one lasted 25 years I would like a resolution on this matter! The *** told me to go after the mattress cover person because of the yellowing, how does the material affect the rolling of the mattress or the middle support being so painful?

  Customer Answer

  Date: 11/07/2024

  Attached is the warranty. Brand owner has confirmed that our model had a 10 year warranty

  Customer Answer

  Date: 11/08/2024

  Sorry! It kept going back to beginning when I attached. Based on the warranty ladys mail at Kingsdown our model had a 10 year warranty.

  Thank you!

  

  Business Response

  Date: 11/08/2024

  In reviewing our records for Ms. ******** ****, she purchased her mattress from ************ 10/31/2014 with a 10-year manufacturers warranty (attached) which expired 10/31/2024.

  
  She did contact Kingsdown Canada in March of 2024 to file a warranty claim. She was asked to provide additional photos and information for her claim to be reviewed. The photos supplied were not received until 11/5/24 and they reflect that the mattress has stains, which voids the warranty protection.

  
  She indicates she used a mattress protector, so she was encouraged to contact that manufacturer to see if they warrant penetration to the mattress. Her Kingsdown mattress warranty has expired, and the stains make her ineligible for further assistance.

  Customer Answer

  Date: 11/08/2024

   I am rejecting this response because:

  per our receipt, delivery of mattress set was Nov.04/2014. Cannot start a warranty until someone has received item. Secondly I did file a claim electronically in March 2024, I was requested to send photos and so we had to put bed back on bed frame together since we had remove it because we could NOT SLEEP on it any longer, it was stored in living room until we had some help to put back together. I have heart issues and my hubby is 77 years old, so we must depend on others for help. I send the requested info on Nov 5/2024, but the actual claim was filed in March 2024 so well before the warranty expired. Furthermore I was told that there was yellow in the mattress, obviously the material has yellowed over the years. We had a mattress cover on our mattress from day one and it was changed pretty regularly. I fail to see how the yellowing of the material affects the function on the mattress? The mattress has a support in Center (we were told when purchase to stop sagging) but that support is painful to sleep on, so because of that one has to sleep on the side, there the bed rolls over 2 so you roll off the bed. I rolled several times, thd last time I fell on my night table (see pic attached) and got hurt and so we purchased a bed rail (see pic attached sept 2023) after trying the rail and rolling into it, we removed the mattress set and used the bed from the guest roomto be safe!

  it has been rolling for quite a long time but you keep ignoring somewhat until its dangerous.
  Picture a 2x4 running in the Center (front to back) and you have to sleep on that. Ouch, so you move over off that support (whatever it is) and you then roll off the bed. We even tried rolling a towel under mattress and cushions but it did not really help. It is crazy that you are finding all sorts of excuses not to honour a warranty which we hoped would be a good, well protected mattress purchase. You are letting people down. These mattress set sold for ~$2800., we got ours on sale but still this is not a cheap set. Anyone can tell and see that we did not abuse our bed at all. If you have curtains for a long while they will yellow as well.

   

   

  
  

• Initial Complaint

  Date:05/27/2024

  Type:Service or Repair 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.

  We bought this $2k mattress from furniture fair less than 3 months ago, it is sagging terribly, our backs are hurting. Look at the pictures! furniture fair will not help us. Very bad quality!

  

  Business Response

  Date: 05/29/2024

  Good morning,

  It is our understanding that the consumer is working with their Retailer to execute a comfort exchange based on the Retailer's store policy.
  

  Customer Answer

  Date: 05/29/2024

   I am rejecting this response because: At this time there is no resolution, retailer has agreed to send an inspector to check the mattress, do not know when. It's my opinion that this is an example of poor workmanship that's causing the bed to sag and ultimately causing a lack of comfort of course. I appreciate manufacturers response but there is no resolution at this time until we are taken care of, I am really hoping that we are.
  
  
  

• Initial Complaint

  Date:03/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On 9/14/2013, we purchased a Kingsdown mattress with a lifetime warranty. I began to observe some significant changes to the mattress and decided to review the warranty. On 12/29/2023, I contacted Kingsdown Warranty team because the original seller no longer carries the product. They completed an inspection with a third party. On 1/18/2024, I received an email from Kingsdown indicating it was determined there's structural damage to the mattress and it qualifies for a replacement under the warranty terms. We were offered one specific mattress under the warranty terms which is the "closest comparable." I understand that my mattress was likely discontinued long ago. However, it was a very expensive mattress. Since it was a package with an adjustable base, I'm not able to determine the exact cost of the mattress, although I suspect it was $3,500+ retail after discounts. We invested this money due to my significant chronic back pain from injury during my military service.I would like additional information to assist with our decision-making process. From appearances, the offered mattress does not seem similar. Our bed is a eurotop and also much taller. Beyond the explicit warranty, I do believe there's an implied warranty that it would be a similar quality and price range and I would be satisfied with the new product. If I were purchasing a new product, I would have a comfort guarantee, but not with this replacement under the lifetime warranty. I'm weary because all local retailers have discontinued Kingsdown mattresses, so I'm unable to determine the quality. I'm unable to locate any additional information about the offered mattress such as reviews or its cost, except some blogs that speak very poorly of the Body Essentials lineup. I would like additional information to make an informed decision, and also consideration regarding the implied warranty that comes with this product. Why was this product chosen over others? Are there other options not being offered?

  

  Business Response

  Date: 03/18/2024

  Good afternoon,
  Kingsdown has been in business since 1904 with over 120 years of manufacturing experience. We understand the hard ship any warranty issue can create and it is our intent to handle the claim with your concerns being paramount.

  
  The original mattress was an exclusive recipe designated by your Retailer. It was unique from any of our other products available in our standard line. Since your retailer is no longer a retail partner, we cant send you back to them for the exchange, which is our preference as well as yours.The warranty makes provision in this case, that the manufacturer determines which model is closest comparable to the original specification to assist you directly with the warranty replacement. We are looking at the structural components that make up the original specification and trying to match those components and feel as closely as we possibly can.

  
  To use an automobile analogy a 2013 Cadillac versus a 2024 Cadillac are going to have many differences as there are changes in technology,aesthetics, and some original components become obsolete.

  
  In your case, your mattress was manufactured in 2013 and has been obsolete for quite some time. Our engineers have reviewed the specification and deemed that the Benefique Plush model# ***** is the closest model to the original. Please understand that as an honorable company, we would never down grade on a replacement. In this case, the Benefique Plush offers features and benefits that are superior to the original specification and would be considered an upgrade. We can understand how youre taking the outward specifications and doing your comparison such total height and sleep surface. However,inwardly your original mattress contained 2 of latex. The Benefique Plush offers 6 of latex providing greater durability. Although that would be an upgrade to your original purchase, we are offering the replacement at no charge, except for the delivery fee which is not covered under warranty.

  
  Unfortunately, the warranty is a structural warranty and does not provide for comfort exchanges so it was necessary to clarify that the Benefique Plush is the closest comparable, however if you get it and dont like it, we cannot exchange it under warranty unless it were structurally defective,however, your lifetime structural warranty does carry over to the Kingsdown recommended replacement model of Benefique Plush.

  
  Be mindful that mattress model names and collection names are reused in the industry over time. Research you do on the collection name of Body Essentials would encompass multiple renditions of product ranging over the span of ************************************************************************************* your area, and we dont have another Kingsdown retailer we can direct you to in your area to see, touch, and feel the Benefique Plush, which is often the case when the original retailer carried an exclusive and is no longer a distributor.

  
  As you stated, your receipt presents the purchase as a set with the adjustable bed base rather than an itemized receipt. Mattress Land by Sleepfit could assist you with clarification on how much of the total retail cost represented the mattress versus the electric bed base. Keep in mind that the product is wholesaled to the retail industry who then dictates, along with your approval, what you pay for it retail. The manufacturer didnt dictate the retail price of the mattress you purchased, nor dictates what the Benefique Plush retails for.

  
  We hope this information is helpful and we are available to answer any further questions you may have. To demonstrate our understanding of your concerns, if you wish to review the mattresses available on our website www.kingsdown.com under Buy Direct and you select a mattress that you feels is best for you, we will review it and see if we can consider it for warranty replacement. The only stipulation is because there is not a model there comparable to your original exclusive model, if you choose one and we honor it, you would forfeit your lifetime warranty and assume a 10-year warranty on that replacement.There would again be no comfort exchange option if you got it and didnt like it. It is our hope that you look kindly upon Kingsdown and trust our recommendations.

  Customer Answer

  Date: 03/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. I was hoping for more information that I am not going to receive to assist with my decision making process. We will go forward with the warranty replacement as initially outlined by Kingsdown. I am grateful the thorough response and explanation. 

• Initial Complaint

  Date:12/08/2023

  Type:Service or Repair 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.

  We bought a kingsdown mattress from ****** in ******* ** in Sept of 23. The mattress is now sagging so bad I'm scared I am going to roll off the bed. We purchased 2 of them since this is a split king and the other one is experiencing the same issues. I called to start a warranty claim and due to a stain on the mattress they have denied the claim. I find this unacceptable. These mattresses were close to 1000 each. The Customer service manager who called was rude and I spoke to her boss who told me that he would be emailing some paperwork which has never come. So I have been lied too.. Noone answers the phone when you call just VM. I wanted a replacement but now I would like to get my money back on both mattresses so I can purchase a quality product.

  

  Business Response

  Date: 12/12/2023

  The condition of the mattress being heavily stained compromises the integrity of the product, voiding the warranty. We have stepped outside of the guidelines of the warranty and as a one-time courtesy have offered to allow for one twin long mattress to be exchanged through the original Retailer based on their store policy. The one mattress is not being replaced under warranty but as a good will courtesy. The consumer needs to work with their original Retailer to finalize the exchange. ****** **** ********* committed if resolved, he will retract all social media posts.

• Initial Complaint

  Date:08/06/2023

  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.

  I purchased a Kingsdown Exquisite mattress in June 2022 and 10 months later the mattress already sags considerably and is causing me backaches. I am a 45 yr woman, 5’7 165 lbs who now goes to a chiropractor due to backaches caused by this bed. In July 2023 I filed a warranty claim because I cannot withstand the pain and was hoping the manufacturer would review this mattress quality but my claim was denied because it sinks less than 2.5 inches. This bed sinks 4 inches when l lay in it but that’s not considered a problem by the manufacturer.
  
  This bed has deteriorated quickly and has not provided the quality you would expect for $3000.

  

  Business Response

  Date: 08/16/2023

  Good afternoon,

  We are concerned about the performance and integrity of the mattress. We would expect to see a normal degree of body impression as
  the mattress is designed to contour to your body in your sleep positions. Your
  warranty states that your body impression should not exceed 1.5” or greater in
  unrecoverable depth when no weight is being applied to the mattress provided
  the mattress is free and clear of stains and adequately supported. This is
  consistent with the criteria within the industry. Our system does not reflect that you filed the claim directly with Kingsdown. If you would like to email us at ********************** with of your receipt and photographs of the legal law tags attached to your mattress and box springs, we would be happy to arrange for an inspection of the mattress at our cost. Otherwise, we need the documentation you supplied to whomever declined the claim to allow us to see it. We look forward to reviewing your information to see if there is an opportunity to assist within the guidelines of the warranty.
  

• Initial Complaint

  Date:07/31/2023

  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.

  In October of 2017, after a stay at *** ******* in ************ **, we agreed with their claim of a wonderful night’s sleep on their mattresses and purchased a king. The mattress was one of the ******* ESTATE COLLECTION, made by Kingsdown, Inc. We paid $2190. for the mattress alone and supported it on newly purchased box springs. We have kept the mattress covered and have rotated it regularly since delivery. One of the attractive selling features was the 20 year warranty that was included.
  
  We recently noted that the sags and deep Indentations in the mattress did not smooth out and my husband and I began to wake up with backaches, despite repeated rotations of the mattress.
  I contacted *** ******* and was instructed to take photos of the perceived damage and submit, which I did. A week later, I received a response saying “We just heard back from the mattress manufacturer. He took a look at the photos and noticed that there are stains which voids the warranty. He also mentioned that this looks like normal wear for a seven year old mattress.”
  The photos I sent were without coverings. The perceived “stains” he so glibly dismissed were
  shadows from the quilted top.
  
  Aside from his nasty accusation of stains, the warranty specifies as covered “1 1/2 inches or greater unrecoverable indentation when no weight is resting on the bed” which our saggy valleys exceeded.
  
  Because we could no longer get a painless night’s rest on the mattress, we were forced to purchase a new one, which was an unanticipated expense on our tight retirement budget.
  I would appreciate any relief you can gain for us.

  

  Business Response

  Date: 08/02/2023

  We are always concerned about our customers when they have an issue with their mattress and want to provide a complete diagnosis. Based on the photos the consumer supplied to their Retailer (*******), you can see the mattress surface without linens and there is a clear appearance of a penetrating stain. All mattress manufacturers require the mattress to be free and clear of any soiling or staining to be eligible for the protection of the warranty. The photos provided to the BBB have linens applied, not allowing the surface of the mattress to be seen and accentuate the body conformity expected by the mattress. We have reached out to **** ********* at the email address provided by the BBB and offered her the option of a third-party inspection at no cost to her. The inspector will come in as an unbiased fact finder only to take photographs and measurements. This will allow us to provide **** with a full diagnosis which her photos to her Retailer did not provide. We are awaiting her permission to send an inspector to the home. Once she provides permission, the inspection company will contact her within 3-5 business days to schedule an appointment.

  The reason that a stain compromises the integrity of the
  mattress is because the mattress, being made of foam, fiber, and inner padding
  material will absorb the penetration and begin to compress. The compression and
  recovery over a period of time will cause the mattress to break down. Heat,
  pressure, and penetrating moisture cause deterioration inside the mattress.
  While professional dry cleaning may remove the outward appearance of the stain,
  the inward damage cannot be reversed, voiding the warranty.

  Attached is a copy of the warranty and the photos we were provided by her Retailer. There is a clear appearance of a penetrating stain.

  The inspection should confirm the information required.
  

   

  Customer Answer

  Date: 08/02/2023

   I am rejecting this response because:
  
  
  
  Bad lighting in those photos, I agree, but there was absolutely NO STAIN on that mattress!  I will execute an affidavit or whatever else would be necessary to underline the truth of my statement.  Calling photographic shadows “ penetrating stains “ gets Kingsdown out of making good on their warranty, but insulting the customer and endeavoring to besmirch their integrity is not the way I would do business, and says volumes about this company.

   As far as sending an inspector, that would be fine if we still had the mattress.  We had them remove it when they brought the new one.  A king size mattress being a rather cumbersome thing to store.  
  

  This company has caused us frustration, physical pain and undue emotional distress, and they should be ashamed of their response!

   

   

  
  

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair 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.

  We purchased a Kingsdown bed called the "*********" at ******** ********* in March 2023. It was labeled as a plush. We did the bed match system and explained that we were looking for a soft but supportive mattress and the manager said the ********* would be a good fit for us. We tried the ********* at two different M******* ********* locations and went for multiple visits to make sure that we chose the right bed. The bed that we received was like concrete. It was the complete opposite and nothing at all like the ********* beds we laid on at both ******** **********. We gave it a couple of months to soften up but it never did. We tried it on the floor, with a mattress topper, etc. We had house guests who wouldn't sleep on it due to the bed causing pain. I get headaches and pain if I lay on it and I cannot tolerate laying on it for a whole night. We filed a claim with ******** ********* and the gentleman who came to assess the bed even commented that it was a very firm bed. ******** ********* and Kingsdown denied the claim because the bed didn't sink 1.5 inches but that is not what the claim was about. It was getting a bed that a least somewhat resembled the beds in the store. How are you supposed to accurately pick a bed if the bed is a completely different bed than two showrooms? It makes sense that the bed is going to come from the factory firmer than in the store but in this case it was like two completely different beds. We did not receive a correct ********* bed

  Customer Answer

  Date: 07/02/2023

  I have not heard from the business in response to my complaint.

  
  

  

  Business Response

  Date: 08/16/2023

  Good afternoon,

  The Retailer arranged for inspection of the mattress and denied the claim 5/23/23 based on the mattress performing within the guidelines of the warranty. At your request Kingsdown re-evaluated the product and communicated that we concurred with the denial of the claim 5/26/23 based on the mattress testing to specification and performing within the guidelines of the warranty. The purchase history shows that a Serta was exchanged for a Simmons which was later exchanged for Kingsdown. When you selected the *********, the were two mattresses available with similar characteristics. The Cottesmore being the firmer and the ********* being more plush than the Cottesmore. There were multiple other mattresses more plush to choose from than the ********* such as the Holborn, Stratton, and the Wilbraham. The manufacturer's warranty is limited to structural defects and does not make a provision for exchanges due to comfort preference. A comfort exchange is offered by the Retailer based on their store policies. The purchase history reflects multiple exchanges prior to receiving the Kingsdown. Kingsdown advised 5/26/23, that the requirements of the warranty were not met in that your Kingsdown mattress is resting on a Simmons foundation/box spring which could affect the feel of the mattress. If you corrected the support by purchasing the Kingsdown foundation as a result of our May 2023 communication, please send us a copy of your Kingsdown foundation receipt to ********************** and we can arrange to have the product reinspected. Otherwise, the guidelines of the warranty have not been met and the denial of the claim would stand.
  

  Customer Answer

  Date: 08/16/2023

   I am rejecting this response because:
  
  
  

  
  1. The ********* plush model in both ******** ********* stores did not match at all to the ********* that I received. A comfort exchange would be that someone made a mistake in what type they bought. I knew what type of comfort I wanted and the ********* did not match what I laid on in both stores. The inspector said it was very firm and that has been echoed by my family as well. 

  2. There were limited Kingsdown beds in my price range to chose from at the stores. There was a firm and a plush. The ********* feels more like the firm option (Cottsmore) at the store. I have no idea about the beds they listed (Holborn, Stratton, and the Wilbraham) as they were either not at the store or not in my price range. 

  3. They don't even have the correct order of the exchanges right. I first purchased a Beautyrest but it sagged in the middle and was of poor quality. Based on the inspection, Beautyrest honored the warranty and I chose not to repeat the same mistake as I was told by another associate that he had had significant problems with that model and I did see very poor online reviews. (Unfortunately the associate shared that after I had bought it). Because I had trouble with the plush beautyrest sagging, I thought it was prudent to try a firmer option, which is when we chose the Serta. We realized that the plush was the comfort for us and the beuatyrest was just an exception, due the sagging. We chose the ********* because that was one of our choices all along, but I had actually been worried it would be too plush. Ironic for how it turned out. So no, I am not just returning mattress for the heck of it, who has time for that. I would much rather have the peace of mind of good sleep and move on. I believe the ********* that I received was just a bad batch. The associate at ******** ********* was surprised that the inspector had commented on how firm it was. 

  4. I would have no problem buying a Kingsdown base if I truly thought it would solve the problem or that Kingsdown would apply the warranty if I still had trouble. We have tried the bed on the floor (properly protected) and it is still a problem. Kingsdown is just saying that about the base as a reason to deny the claim, they don't seem like they would truly reconsider. 

  I think companies should stand behind what they sell. I think the bed should match as best it can to store models. 

  Thank you. 

   

   

• Initial Complaint

  Date:02/23/2023

  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.

  I purchased this Kingsdown mattress from ********* in Jan 2022. I received it a month later. By May, I was getting these large patches on my legs, side, buttocks. I went to the doc she asked if I changed soaps, detergents, etc I said no. Didn't think about my mattress. Before I purchased this mattress I called and asked about memory foam. The lady I spoke with said there wasn't any in this mattress, I asked bc some latex products give me an adverse reaction. I called ********* they said it was over 30 days, but escalated and said they'd schedule a pick up and I could get something else. That never happened.. i would up putting a plastic between the mattress and mattress cover. Also around 4 months of having it my husband developed a,lingering cough. He's brought the cough up at every monthly doc visit. They told him to take allergy meds. This cough still breaks through. 2 weeks ago, we went to spin this mattress and leaned it against the dresser and I said what is this?? In the center of the mattress, under the covered part, is about a 12 inch circle of "black" and there were just a few dusty tiny spots on the cover and my box springs. I took pictures of it and took it to my friend at mattress firm. She says it's mold. There is mold inside this mattress which is probably the culprit of my lesions and the constant coughing of my husband. We live on the border of ******** ** so it's not damp. Nothing else in here has mold and we've never spilled anything on this mattress or box springs. The box springs are from my Stearns and Foster set. And how would we spill anything inside the mattress?? I've tried calling Kingsdown 4 times, only to get an answering machine and no return calls.

  Customer Answer

  Date: 03/01/2023

  Please see attached pictures from the consumer.

  

  Business Response

  Date: 03/03/2023

  Good morning,

  For a mattress to have mold, it has been subjected to fluid penetration. The product was purchased by the consumer over a year ago, and we would not be able to identify when/how the mattress was penetrated. The product shipped from Kingsdown 1/18/2022 as a pick up by *********'s trucking company of choice. The mattress was not wet when *********'s carrier picked it up.

   

  Unfortunately, her concern is not a warranty issue. We have reached out on her behalf to ********* since she indicated they had said they would schedule a pickup and allow a reselection. We are awaiting their response.

  Her claim is with ********* and not Kingsdown.
  

  Sincerely, Kristie ******
  

• Initial Complaint

  Date:12/06/2022

  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.

  Purchase King Size Mattress Kingdown Prime on 05/24/2019 from Mattress Firm ********** ******* On 4/21/21 Filed complaint and submitted pictures to show that the mattress was sagging. The company stated that it this was within their tolerance range.
  On 11/21/22 send $79 for Third Party Inspection.
  No response received.
  Met with Manager of Mattress Firm in ********** *******. She stated that they have limited options. She sent email to company regarding the complaint, but we have not received any response again.
  
  Bottom Line the Mattress is visually sagging or indentation over 2 inches. When laying on the mattress it is very uncomfortable. We are now experiencing major back concerns.
  
  Please contact our phone number listed above.

  

  Business Response

  Date: 12/09/2022

  Good morning,

  It is always disconcerting when someone is
  not happy with his or her bedding. With high end bedding, a degree of body
  impression is to be expected. The bed is designed to conform to your body
  instead of your body conforming to the bed.  As shoes conform to the
  unique shape of your feet, they become more comfortable over time. Obtaining photographs and measurements of the impressions along with reviewing the support system allows diagnosis to see if the mattress qualifies under warranty to be replaced. Mattress Firm does ask Kingsdown to allow them to assist their guests directly with the inspection process. We contacted Mattress Firm Corporate on 12/7/2022 when we received this inquiry. Today, 12/9/2022 Mattress Firm has advised they are contacting the consumer to assist with warranty. Thank you for the opportunity to respond to this inquiry.