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Business Profile

Home Furnishings

Malouf Companies

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Furnishings.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:09/27/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.
    August 2018 I purchased a malouf matress cover with my new mattress because of the lifetime warranty. When I got home I washed the cover by hand in my tub with warm water and no detergent even though the care instructions say you can machine wash with mild detergent. The reason I washed it was because was new and had some dust from being in packaging. Recently there were 2 stains. Like always with a wet wash cloth with warm water we went to clean them and noticed it went through the mattress cover and stained the mattress. I reached out to malouf and they instructed me to wash the cover and ship it to them for testing. I fi didn't wash they would deny the claim. I washed by hand and used dreft detergent for babies (mild detergent as they state) and air dried it. I shipped it back. A week later I received a response that harsh chemicals had damaged the cover and that the claim was rejected. I only washed the cover twice and it was by hand and the only detergent I put on it was dreft right before shipping. I followed their warranty requirements from day one. It the liner is damaged it has to be a manufacturer defect which they will not own up to and keep referring to "their testing". I had to replace my mattress because the cover failed and the stain was not coming off the mattress.

    Business Response

    Date: 10/16/2024

    We have been working with the customer since August 7th with the mattress protector that failed. During this process we have sent out a replacement mattress protector and a mattress cleaning kit at no charge. We then had this customer send in the old mattress protector which is standard practice and a condition of our warranty as written in our 15-year limited warranty. From our testing we were able to determine that the damage to the mattress protector had occurred due to laundering. What we can see was the backing of the protector had dried out to the point of cracking which would have let moisture pass through.

    This falls under damage from wear and tear and is not something that would be considered a defect in the materials or manufacturing of the mattress protector. We went above and beyond what other mattress protector companies would have provided by giving the customer a free replacement protector and a free cleaning kit to help remove the stain from the mattress, which again is part of our solution process written into our 15-year limited warranty. As per that warranty we have fulfilled our obligations.

     

    Thank You

    Malouf 

     

     

     

     

    Customer Answer

    Date: 10/17/2024



    Complaint: ********



    I am rejecting this response because:
    1. I was never sent a replacement protector or cleaning kit. I had the matress professionally cleaned and the stain would not come out. 
    -

    2- the matress protector was hand washed 2x with mild (dreft baby detergent). Once when the stain occurred and again per the request of malouf prior to sending it back. On both occasions it was air dried. Their care instructions say machine wash on delicate cycle with mild detergent and machine dry on low. The way I washed it was more careful than what they suggest. There for the backing "cracking" is due to a defective product. I would love to see proof of how hand washing caused this. This product is defective and they are not honoring their warranty. 

    Sincerely,



    ******* *****

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