Dear Consumer,

We regret that you are experiencing performance concerns with one or all of the components in your sleep set. Mattress By Appointment (MBA) offers the finest quality products; and we value our customers and their concerns. All claims must go through the original dealer where your purchase was made. In the event that the dealer is no longer available, or you have moved, then you the consumer may consult the nearest participating Mattress By Appointment dealer.

MBA will service the warranty claims process on behalf of our manufacturers against structural defects (exclusive of ticking cover). 

MBA warranty service will apply only if the mattress and/or foundation(s) are NOT abused, misused, or unsanitary. Stains or liquids exposed to the product cause defects, which is why a protective mattress cover is suggested. The manufactures reserve the right to substitute materials of equal quality in making the repair or replacement. There is not a guarantee that the product you receive will have the same fabric cover or construction as your current mattress or box spring, especially if the replacement is being made several years after the original purchase. There is no guarantee the replacement product will "match" the original if you purchased a set.

Please review the following list of photo requirements and utilize the checklist to ensure the complete package is submitted to save time and make this a more efficient process. Our warranty process should take no longer than 2-4 weeks if all requirements and documents are submitted properly. Please be aware if we are processing your warranty and we do not receive return contact from you within 30 days, your warranty packet will be closed and a new complete packet will need to be submitted to move forward. Please attach the images requested below. We cannot accept faxed in pictures. Products that are Queen or larger require a center support on the frame. Products purchased individually and not in sets may potentially void the warranty, exceptions are at the sole discretion of the applicable manufacturer.

Enclosed you will find step-by-step instructions on how to file your claim. Please review the following information on how to confirm if your concern is normal wear and tear or an indication of a defect. Only after reviewing the claim form, if you believe your mattress and/or foundation are defective, should you submit the claim with the required documentatoin.

We appreciate your loyalty and patience,

Warranty Department

Mattress sagging and upholstery pocketing areas are formed into the mattress by the body's different countours. No mattress will remain perflectly flat on the surface forever. The Industry Standard terminology for these indentions is "Body Impression". These impressions are inherent nito the mattress due to more foam layering, added insulator pads, memory foam, and other materials in construction. Queen and King sized mattresses may have impressions that are more noticeable, and the Euro and Pillow Top models carry the deepest impressions. Industry Standard for a body impression that is considered a manufacturing defect is greater than 1 1/2 inches. Less than that is considered normal product variation. In the event the impressions become greater than 1 1/2 inches during the warranty period, the mattress will be replaced at the sole discretion of the manufacturer or MBA as servicer of any applicable manufacturer's warranty. 

Place a straight edge (yardstick or broomstick) across the location of body impression(s). Use a ruler to measure depth of the impression.

Avoid applying pressure to the product when taking this measurement, those photos will not be accepted.

Measure from the center padded area of quilting, NOT in the seams of the quilted threads so that measurements will be accurate.

Take a photograph of indention(s) or defects and submit with this form.

If a body impression is present and measured for the warranty claim, a close up picture of the impression measurement AND a picture of the straight edge touching plush on both sides of the impression are required. 

 

Photos that do not show the straight edge (yardstick or broomstick) lying down flush on both sides of the impression will not be accepted.

If you do not use a foundation, because you are using a platform or adjustable bed base, please upload a photo of the platform or adjustable base for both the "Foundation" and "Frame" pictures required.

Squeaks or Noises: Squeaks and other noises most often originate from the bed frame, headboard, or footboard. Remove the mattress and box spring from the bed frame. Check the frame by pushing down in several locations to locate the noise. If the noise cannot be located, replace the box spring on the frame and repeat the test. Finally, replace the mattress and repeat the test.

Broken Boards: Broken boards please list # of broken boards presenting the issue

1. You must have an intact "Law Tag" on your mattress and/or foundation.

2. Attach a copy of your proof of purchase and photos of your mattress, foundation and frame. 3. Photos must be uploaded for submission. 4. Photos cannot be faxed. 5. Manufacturer has sole discretion to repair or replace defective product.

 

Mattress By Appointment greatly appreciates you taking the time to fill out this form.