Mattress Warranty Frequently Asked Questions
What is a warranty?
A warranty protects the consumer from manufacturer defects that would require a repair or replacement. Warranties do not cover problems that are the result of misuse, mishandling or failure to meet the requirements outlined in the warranty card.
If there is something wrong with my bed who do I contact?
We offer customers assistance in initiating warranty claims. Contact customer service, or call (800) 919-2337 to talk with our Customer Service Department.
I bought my bed from MFRM Family of Brands, so who honors the warranty?
Because warranties are designed to protect against manufacturing defects, the company that made the product, not the company that sells it, provides the warranty. Although MFRM Family of Brands does not carry the warranties on the products we sell, we do provide our customers with a trial period. See store for details. This trial period gives the customer the opportunity to exchange or receive a refund for the price of the bed if they are unhappy with their initial selection.
Keep your paperwork! The various manufacturers require proof of purchase before they can proceed with a customer's warranty claim and/or other adjustments to their accounts. For this reason, we advise you to keep your receipts, warranty paperwork, and manufacturer's law labels (the white tags sewn onto the end of each mattress or foundation). While many people remove these tags, we recommend that you leave them in place. Law labels have information on them such as model number and manufacture date, which are helpful in processing warranty claims, especially in the event that your paperwork is lost.
What are the warranty requirements?
- Your mattress must be free of any stains, rips, tears, or damage.
- Your mattress must meet the guidelines set by each manufacturer as detailed in their warranty card.
What happens if my bed is found to be defective?
- The manufacturer will replace your defective mattress.
- You will make an appointment to go back into the store to re-select a new mattress to replace your defective one.
- For a fee of $79* we will deliver the new product and pick up the defective product. *Your delivery fee may vary depending on where you live.
How do I start the warranty process?
First and most important: Read through the manufacturer warranty card for details about what is considered a defect, making sure that the defective piece is free of stains, rips, tears, or damage.
Contact our Customer Service Department at (800) 919-2337 so that we may begin the process.
What is not covered by warranties*?
- Fabric (due to wear)
- Replacement of non-defective units to ensure a matched set
- Damage caused by incorrect/insufficient support
- Stains or soiling (note: see additional information about fabric protection)
- Damage caused by insufficient turning/rotation of the mattress
- Inadequate support from a weak or failing bed base/frame (see important things to know for bed base/frame information)
- Damage caused by misuse or mishandling
* We recommend reviewing your warranty card for additional details
My adjustable bed is not going up or down as it should. What should I do?
Do not try to force the bed into an upright or prone position, as it may cause permanent damage that is not covered by your warranty. You should contact the manufacturer's warranty department immediately. They have technicians who can either provide you with troubleshooting tips or provide a repair technician to resolve the problem. Depending on the year that you bought your adjustable bed, you will also need to know which manufacturer to contact.
|Adjustable Base Manufacturer||Date of Purchase||Phone Number|
|Simmons||If purchased prior to June 2001||800-888-3071|
|Simmons||If purchased after June 2001||800-888-3078|
|Tempur-Pedic Ergo & Advanced Ergo||Any Year||800-821-6621|
|Bedline / Leggett & Platt||Any Year||800-888-3078|
|Ergo Motion||Any Year||888-550-3746|
Important Warranty Information
Our Guarantee and the Manufacturer's Warranty: Mattress Firm offers a trial period that allows the customer to receive a refund or exchange the bed for any other bed that we sell if they decide they are dissatisfied with the comfort of their original selection. See store for details. Beyond this initial trial period, the products we sell are covered by national manufacturers' warranties, which range in length up to 20 years, depending on the product purchased. Terms and conditions of the national manufacturer's warranty are contained within the warranty card and are delivered with each mattress for the consumer's convenience. If you need to open a warranty claim, simply contact your salesperson for assistance.
Fabric Protection products are available with specially treated mattress pads. In the event that stains or soiling occur (with a treated mattress within the warranty period) and cannot be removed, the fabric protection supplier will replace the mattress. Mattress protection products are available and can be purchased with the mattress. See the terms and conditions of the limited warranty for details.
Mattress Pads: At a minimum, a standard pad is recommended for all new mattresses to preserve and further protect the surface fabric from damage, spills and/or stains.
Rotation Schedule: Some mattress manufacturers require that a mattress be rotated on a regular basis. With the newer "no-flip" models available, end-over-end rotation has largely been eliminated, however, older models may still require it. However, regular rotation allows the upholstery fabrics and foam layers to "reconstitute" and breathe, regaining their original form and loft. Failure to maintain a regular rotation schedule may result in permanent damage to your mattress and can also void your warranty coverage. Check your warranty card to determine whether your mattress is a newer no-flip model or an older model that still requires end-over-end flipping. Your warranty card also outlines how to rotate your mattress correctly and provides a recommended frequency of rotation.
Adequate Foundations: WARNING! An improper foundation could void your warranty. When a new mattress is purchased, it is vital to the life of your warranty that your foundation carries the proper support. Both mattress and foundation wear out together—every time the mattress is used, the foundation is also being used. Not only does the foundation provide the support needed for the mattress, it also provides the support for the bed's occupant(s), acting as a shock absorber for the entire set. As spring coils age, they may also become fatigued and will stop providing the support required for the mattress. See How to Protect Your Mattress Warranty for further details.
Following are pictures of the correct type of frame to use for your bed.