Reply by Dormia Mattress

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Gorvy

In 2010, the Dormia brand was purchased by our company Classic Brands LLC. We understand your frustration and apologize for your mattress issue however no mattress company will take back a mattress that has cat urine on it. If you would like to discuss this matter further, please contact our Warranty Dept. at 877-707-7533 or via e-mail at claims@classicmattress.com.

Classic Brands, located in Jessup, Maryland has been a leader in the field of specialty sleep products since 1971. The original company Classic Corporation was created in 1971 and quickly grew to be the leading producer of waterbeds and waterbed products in the world. In 2002, Classic became Classic Sleep Products and began to produce high quality memory foam and latex mattresses. In February of 2010, Classic underwent a change in ownership and management and became Classic Brands, LLC.

We are dedicated to manufacturing the finest mattresses using craftsmanship, innovative design and the finest materials available anywhere in the world. Our goal is to provide you the ultimate in mattress comfort resulting in the most satisfying and restorative sleep possible. Classic has developed and produced an innovative line up of products that quickly gained recognition throughout the bedding industry. These products are focused on giving our customer the optimum sleeping experience. This is achieved by using highly specialized materials that are designed to work in concert with your body and allow you to get the deepest most restful sleep possible. Our products help to rejuvenate your body and allow you to go through your day with a higher level of energy than you ever could have imagined.

Classic's products are designed and crafted with pride at our over 100,000 square foot facility based in Maryland just outside of Baltimore. We have manufactured millions of quality mattresses over the years. We have a unvarnished track record of customer service. We sell to the largest Mattresses companies in USA. We have a dedicated staff of over eighty employees who all take great pride in making some of the finest mattresses sold today. The company has always been known as a leader in finding innovative new ways for people to sleep in a healthier way. We are committed to continuing that tradition and will always be on the cutting edge of producing innovative ways for people to sleep in a healthier way. Remember, that the average person spends one third of their life in bed. People who sleep well at night tend to perform better at their jobs, spend more time with their families and are in general much healthier than the average person. Our sleep systems are designed to help you get the maximum benefit out of each night of sleep. We hope you will consider investing in one of our systems. We feel strongly that such an investment will pay dividends for many years to come.

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We purchased a Dormia luxura mattress for $2,800 in Crossgates Mall, Albany on 8/29/05 at a store called ABED. The Sales people were friendly, and our mattress was delivered on time.

While apprehensive about the no return policy, at first the bed was very comfortable. This luxury mattress is made of memory foam and was near the top of the line for a queen size.

However, within months the mattress began to lose its comfort. After about one year in November 2006 we noticed a small dip in the mattress on the left side. We called and were told to submit a picture. We did so and our email was ignored.

A short time after that we had a baby, and unfortunately we did not follow up on our claim. Meanwhile, the dip began to grow and backaches ensued. It grew to the point there was obviously a tear inside the mattress somewhere that led to an approximately 4 foot ravine.

We attempted to renew our warranty claim on March 09, 2008. This time they sent an "inspector" to take pictures of the bed. We were told we would receive a call regarding our claim within a few days, but no call was ever made. We made a follow up call on March 19, 2008, and were told by a representative that they could see the defect and that a new bed would be delivered within two weeks. They took our credit card information for a $99 "delivery" fee, even though their bed was defective. Boy, do I wish that was our only problem with this company.

However, two weeks came and went with no bed or call for delivery date. We called on April 7th to find out the status, and found out that no order had ever been placed for a new bed. In fact, our warranty claim had been denied.

The reason? They found a small stain on the bed, not even in the same area as the ravine. This was a surface stain that occurred the day the inspector came due to our cat jumping on the bed while the approved mattress cover was off. It was easily removed, but DORMIA did not care because they claimed that they have no way of knowing if the stain caused the rip in the mattress. This is an impossibility, of course, and clearly they are hiding behind an on purpose technicality in their warranty policy. We tried appealing to a supervisor, but she was rigid in her stance that the stain voided the warranty. Upon arguing she agreed to talk to her vice president of operations to have him give us a call to discuss options, but as suspected he has not had the guts to call us back.

We are out $2,800 with no recourse. I strongly advise anyone to stay away from Dormia mattress. They will not stand behind their products.

Monetary Loss: $2.

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