And a "me too:" Two years later, this mattress sags heavily, and is far less comfortable now. I considered trying to get it replaced, but after reading the tales here, I guess I don't need the aggravation. Overall, very disappointed with the mattress, and wouldn't recommend it to anyone else.
cga said: As promised in a previous post, I'm back to report on my progress getting this mattress replaced due to sagging. I realize the great majority of people reading this thread care only about the discount codes and other "good" aspects of this deal and mattress. I can understand that. But I'm here to point out that assuming the quality and construction of the W plush queen mattress has not changed since I bought mine...potential buyers may want to consider buying something else.
Summarizing my previous post...the initial inspection resulted in a reading just shy of 1.50 inches of sagging, which meant no new mattress for me. But for reasons unknown, Simmons scheduled a second inspection without any prompting from me, even though I definitely would have asked for another inspection..after a little preparation.
Let's just say with a little help from a stack of hi-fi gear strategically placed and then appropriately removed, I was prepared this time. The inspector's gauge showed slightly over 1.5 inches of sag. Great. Based on that he said Simmons (this is a Simmons Beautyrest) would likely agree to replace the mattress.
A couple of weeks later I finally received written confirmation that Simmons had agreed on a replacement under the ten year non-prorated warranty. But it was a strange sort of confirmation, because Simmons agreed to replace the mattress as a one-time courtesy, but only if I agreed that it was not defective. This, even though according to Simmons' own definition and the photos taken by the inspector, the degree of sagging was clearly greater than their 1.5 inch threshold, thereby indicating a defect.
Simmons also wanted two of the mattress tags but did not clearly describe which of the two out of at least six tags they meant. They also imposed an $85 shipping fee (no personal checks please) and clearly indicated disposing of the old mattress was my problem. Also, I better get my rear in gear because they had to receive my reply no later than ten days after the date of the letter (already four days old). The overall tone of the letter was shall we say a bit unfriendly and demanding.
So now I'm awaiting my new mattress, which I'm pretty sure will start to sag again before the initial ten year non-prorated warranty has expired. I will make a long-term mental note to report back here with that interesting tidbit, if possible.
Thanks for the report. Based on this I am now so glad not to have fallen for their email customer service to pursue warranty claim for newly delivered defective sagging mattress. Filing dispute with CC seems like a better option for a company that has no human customer support and only call back that also does not happen and a -F rating on BBB
I am not sure when I can be sure my CC dispute has won -- changes removed by CC company and they not come back after evidence provided. Hope charges are gone for good.
I bought the Heavenly Plush several years ago (The one lsited in the wiki as not needing any rotation) and I can't find the posts I made in that thread but I remember specifically reading that a box spring was *not* required with this bed. The mattress actually ended up being in storage this whole time and we just now took it out to use on our Ikea bed frame with wooden slats. Well, we are experiencing terrible back pain.
My bf also remembers me reading him posts from that thread and remembers people saying that a box spring was not required. Did we both just make this up in our heads? Does anyone know what I'm talking about? Is the mattress just a piece of junk or is it because we need a box spring on top of the wooden slats?
YAY! Updating here as well on success with W Hotels chargeback that my CC finally granted after months of thorough investigation into W Hotels shoddy practices atleast in my case.
I can't speak for others here who report they were happy but I certainly wasn't, not with their badly sagging bed on day1, lack of human customer service, run around from email CSR and no replies from phone messages. My credit card company at least agreed with me fully, and they usually do not give up to chargeback requests easily. W Hotels deserve no better than the -F rating they have from BBB goping by my experience, but ofcourse your experience would be hopefully better going by (hopefully "real") posts from others.
IrateConsumer said: So then how does one correctly put in a warranty claim for a W Hotel Mattress.
From The W Hotel's F Better Business Bureau rating - I don't want to run afoul of some rule I might miss.
No idea! They did send a toll free number to push me go Warranty route but I refused:
For a brand new junky product I should not be using warranty process that is handled by 3rd party (Sealy)
I wanted them to take back the floppy mattress they pushed on me, and I would have unwillingly eaten some of return shipping as well in the worst case but they promptly pointed me to the "No Returns on Mattresses" mentioned on their site (Is it even legal to do that?)
Luckliy common sense prevailed. For me W Hotels will remain a company to avoid unless they compsensate me well in cash for the time I lost getting my hard earned $$ back
A tip for those getting a new mattress and those wishing to maintain the quality of any mattress. A person should rotate the mattress from top to bottom and bottom to top every 3 months upon getting a new mattress for the first year, or at least every six months at a minimum and thereafter for the life of the mattress. This way the weight, impressions, and wear will be better distributed on the mattress.
I would have chimed in earlier about how to file a claim, but I took this thread off my subscribe list when my mattress was replaced. See my earlier posts.
My W Hotels mattress (both the old one and the replaced one) are Simmons. W Hotel does not handle the warranty. You must contact Simmons directly. I don't remember where or how I got the number (perhaps from W Hotel), but I suggest contacting W Hotels first, or calling Simmons directly. My queen plush is a Simmons Beautyrest and has many little W Hotel logos stitched onto the top of the mattress. They'll send someone to inspect your mattress. If it's stained in any way, or if they don't like the frame, they'll reject your claim right away. Also, the sagging must equal or exceed 1.5 inches. If not, forget about any claim. I had to pay $85 for shipping, but they did replace it with a new sealed mattress, and also took away the old one.
A word of warning for all of you looking to buy a W Hotel bed, we bought our king Heavenly bed in early 2008. Having used it for 3.5 years now, it's beginning to sag and giving us lots of back pain. So be forewarned before you consider buying this.
Can someone plainly state what the current difference is between Westin heavenly bed and the W bed (pillow and/or plush top). The wiki seems out of date as it appears not to cover the W pillowtop option...TIA
I know this is perhaps not the right place to post this, but when you read about such things, you really start feeling good about having that timeless Costco membership with unlimited no-questions-asked return policy for everything from mattresses to furnitures and yes, ... as far as I know, they will even cover a 0.5 inch sag ...
Awe man...I got all excited with the 30% off code but that was for the W bed and I want the Westin bed. The "Heavenly" bed. Anyone have an employee discount code for that one that is valid right now??
I concur with one of the other people on here. I have had this bed for ~3 years. Terrible sagging and lots of back pain! Do not buy it - you will regret it.
This bed SUCKS big time! Especially if you are a bit overweight like me. My wife and I now have BAD back problems - we bought this crappy bed in 2008 - only 3 years ago. Save your money! Buy this bed which we just got: http://www.themattressexpert.com/Two-Sided-Mattresses/ It took a month to get it but it was worth it.
gkao said: A word of warning for all of you looking to buy a W Hotel bed, we bought our king Heavenly bed in early 2008. Having used it for 3.5 years now, it's beginning to sag and giving us lots of back pain. So be forewarned before you consider buying this.
tgellert said: This bed SUCKS big time! Especially if you are a bit overweight like me. My wife and I now have BAD back problems - we bought this crappy bed in 2008 - only 3 years ago. Save your money! Buy this bed which we just got: http://www.themattressexpert.com/Two-Sided-Mattresses/ It took a month to get it but it was worth it.
Nothing to do with being overweight. The bed was just poor quality, atleast the one we got, sagging from the start right out of the box.
I was luckily able to charge back as they had refused to do anything and I had good documentation.
I would stay away from buying their beds, whether at 35% or 40% off (mine was 40% off) -- I am not sure of other products, which maybe or may not be good. I just do not like that they want you to go through 3rd party warranty right at start for new product defect
Their BB rating at -F is quite fitting, to say the least.
Bought a couple lamps a year or two ago at Christmas, sale-priced. No problems returning for a full refund. The "WSTAR35" code is working today as to non-sale merchandise.
A quick data point. I initially bought one of their beds about 6 or 7 years ago and to this day it is perfect. I then purchased another one about 2 years ago and there is no question about it that it is not the same quality as before. Either I got lucky and the first bed was manufactured properly and the second was not or based on a couple of postings here their beds have gone down in quality. Seriously debating trying to go the warranty route and see if I can get a new mattress.
Those of you that experienced sagging, did you get the plush top or the pillow top? From what I've heard it is the pillow top mattresses from W that have the sagging problem.
freddyfoster said: Those of you that experienced sagging, did you get the plush top or the pillow top? From what I've heard it is the pillow top mattresses from W that have the sagging problem.
Mine was King Plush top, see my other post earlier ...
I cannot fathom how a company can post no returns acceptable policy right at website but provide no way to know if product is defective w/o accepting, opening and trying out the mattress package -- which is what we had to do to know immediately it was bad mattress
How can they expect to not make up for defective products when no other easy alternatives are made available. Does not make me want to gamble with this company
Probably doesn't matter. I have little trust in their products, lucky you got 2-3 years out of them. My recent trial is with simmons corita extra firm king from us-mattress from presidents day sale --- so far firm like a rock ... or "hard like you drive way" as the delivery guy put it. Still under 30 day for xchange and mulling whether to go for Tempurpedic @3k range, but leaning on keeping it as this seems like it is as hard it gets before a slab of stone
Don't do it is right! We had our W hotels pillowtop king bed replaced twice by Simmons, and only 16 months since getting the 3rd matress, it is once again horrible. There are 2 huge ruts in the bed where we each sleep. I have horrible back pain, spent $$$ on a chiropractor, my hubby has neck pain. He doesn't even want to bother with the inspector coming out to measure and spending $85 on shipping. We loved the Heavenly Bed we slept on at the Westin Hotels, and thought this was the same thing. obviously it is not. I heard about it about 4 years ago on FW, had the coupon code. It was a big mistake. Don't make the same mistake we did. I haven't visited this thread in years and it is good to know others are having the same issues and we aren't alone in this.
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