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 Within the first year of purchase MBA will replace your mattress and/or foundation without charge; excluding any transportation costs. After the first year, if MBA determines your mattress and/or foundation is defective, MBA will replace at manufacturer's sole discretion at a prorated value.
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