Dormia Mattress - Dormia denies warranty on technicality
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.