ST. LOUIS, MO (KTVI) - Sometimes it takes weeks and months of back and forth with companies to resolve consumer issues. This isn't one of those cases. It was taken care of quickly once Contact 2's Mike Colombo got involved.
“As you can see, there is a big indentation,” said Cindi Loomis.
The big indentation Loomis showed us on her son’s mattress was a big problem. Unfortunately for Loomis, it’s also a familiar problem. In June of 2014, she bought a queen-sized mattress and box spring from a Mattress Firm store on Manchester Road. A little more than a year later, she says the mattress collapsed in a similar fashion to what she showed us with her new mattress.
“The first time I didn’t have any problems whatsoever,” she said.
Mattress Firm honored its warranty and gave Loomis store credit, which she used to buy her son a new bed. But now that bed is broken too.
“Both mattresses lasted less than a year,” Loomis said.
She said Mattress Firm wasn’t so wonderful about its warranty the second time around.
“I called them the other day and they told me they are denying my claim," she said.
Citing slight discoloration and damage that must’ve been caused by something weighing over 1,000 pounds, Loomis said Mattress Firm would not honor the warranty. While her teenage son is a big boy, he doesn’t weigh a half ton. She couldn’t figure out what was going on.
“The Better Business Bureau has had quite a few complaints since March of '16. Maybe their warranty after that has gotten more stringent? I don’t know," Loomis said.
The reasoning Mattress Firm gave Loomis for denying her claim didn’t seem right. Contact 2's Mike Colombo reached out the company’s corporate office, asking them to give this case another look. After all, the warranty seemed to clearly protect Loomis in this situation.
A few days after we contacted the company, Loomis informed our Contact 2 team that Mattress Firm had a change of heart. The company soon sent her a new mattress and box spring and got rid of her broken set. Needless to say, Loomis' son is sleeping easier with this issue put to rest.