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1.7

Two years ago I purchased a mattress for my son the Spring Air Back Supporter. Two months ago I reached out to Metro Mattress where I purchased because the middle of the mattress was sinking in the middle.

They had someone come out and take pictures and it was approved to be replaced under warranty. Today when they came to deliver the new mattress they refused to take it because they said the normal wear and tear on the mattress appeared to be a stain. They refused to take a used mattress (2 years) with clearly broken coils because of a stain! This is like a car manufacturer not replacing a car with a bad frame because there was a tear in the seat.

This is the most ridiculous warranty policy that I have ever experienced and quite frankly allows Spring Air to basically avoid from having to replace mattresses that should otherwise be replaced! This was communicated to me that if they replaced the mattress Spring Air would not reimburse Metro Mattress for the cost of the mattress. I understand they have processes in place to avoid people making false claims but when there is clearly an issue with the mattress, that should make replacement a no brainer. Metro Mattress claims they wonโ€™t get reimbursed by the manufacturer if there are any โ€œstainsโ€.

Normal wear and tear should not be something that voids a warranty when there is clearly an issue.

I have never felt so taken advantage of after spending so much money on a product. Needless to say I am not a happy customer.

Reason of review: Return, Exchange or Cancellation Policy.

Location: 3545 John Glenn Blvd, Syracuse, NY 13209, USA

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