Q: My 83-year-old mother is experiencing a problem with a Sealy Posturepedic mattress that she purchased from J.C. Penney's Boulevard Mall store in February. The mattress was delivered in March, and within a month, my mother noticed that the mattress appeared to be sagging in the area where she slept.
I called the store, and was referred to its service department. The representative told me that the "sagging" was not considered a defect, unless the indentation was more than 1 1/2 inches deep. I was told to measure the depth of the problem area, and it if was more than that measurement, I needed to take pictures and they would then determine if someone should be sent out to look at the mattress.
I also contacted Sealy. Again, I was told I would need to take pictures and send them to the company. I've been told that the mattress is conforming to her body and that this is normal.
When we measured the sagging area, it was exactly 1 1/2 inches deep. Therefore, no one is willing to look at this mattress. My mother is becoming distraught about this situation and is complaining of back pain when she gets up in the morning. We did not send any pictures because the measurement did not exceed the 1 1/2 inches.
This is not a pillow top mattress, but a top-of-the-line extra firm mattress. I don't know if there is anything anyone can do, but I am at my wit's end with this situation. -- Constance Kisicki, Buffalo.
A: Progress on your problem is slowly materializing. More than a week after we began looking into it, we still don't have a firm commitment on what the outcome will be.
But for an $815.99 mattress/box spring purchase, you have a right to expect someone to at least look into the matter.
After we made several phone calls to Sealy and J.C. Penney's corporate offices, a Penney's representative contacted you to assure you that an appointment will be made for an inspector to look at the mattress.
A Penney's spokeswoman on Dec. 16 told us that an inspection has been authorized, though an actual appointment date still needs to be set. "Our next steps will be based on the inspection's results," said Brenda Romero, a Penney's spokeswoman in Dallas.
Neither company is promising a new mattress, just yet. It all seems to hinge on what Penney's determines from the inspection.
Sealy spokeswoman Maria Lachapelle said Sealy has forwarded your complaint to J.C. Penney, which in turn, promised Sealy that it will send someone to look at the mattress within the next three to five business days.
"J.C. Penney has assured us they would work with the customer," said Lachapelle, based in Winston-Salem, N.C. "They promised us immediate action."
Sealy, however, said it had no record of your problem/complaint on file until we contacted the company.
If your mother's mattress problem is not resolved satisfactorily with J.C. Penney's, Lachapelle urged NewsPower to again contact Sealy. "We love our customers. We want them to be happy," she said.