Getting a warranty return on a Nectar mattress- the saga

[Fritzo]

We bought a king size Nectar mattress in 2018 after reading great reviews. One of the attractive features they advertise is "Lifetime replacement warranty," and after using the matress for a year and a half, it started developing valleys...causing back discomfort. It was kind of like sleeping in a hammock after a while.

I contacted their customer service, and after 15 minutes they said a service rep would email me back. These are the instructions they sent to process a warranty return...can you imagine some elderly couple having to do all of this?

For this particular concern, we kindly ask you to perform a weight test. Please follow the steps below closely so that we can provide you with the best solutions for the issue you are experiencing:

- A photo of the mattress in full (showing all four of its corner in one photo), no sheets or other bedding on it.
- A photo of the problem area. Please use a ruler or measuring tape to show any measurements that may not meet our quality standards listed within our Forever Warranty™. Please include a description of the issue as well.
- Place a heavy object in the center of the bed, on the left of the bed, and on the right of the bed. Send us a picture of the mattress in full, with the objects resting on it. 1. You can use a ruler to show the difference in the depth the object sinks in from one reference point to another.
- Alternatively, you can lay a long, straight object (i.e yardstick, level broom handle) across the reference objects. We will then be able to see any substantial dipping.
- For a heavy object, many people use something similar to the weight of a milk jug. This will allow us to see any variation of support throughout the mattress. Please include a description of the issue as well.
- Photos of both (2) white mattress tags. Both tags are sewn on top of one another and are located near the bottom of your mattress. If they are stuck together, please separate them. We are looking for the information contained on the tags, so we do request clear, legible photos.

This involved taking all the sheets and covers off the bed, getting a water jug, finding a long stick of some kind (I ended up using an actual 3 ft level I had), and lifting the mattress up to get to the manufacturer tags I did as they asked, sent the photos, and they came back with this:

Thank you for sending those! Could you send a photo of the height of the mattress, especially showing the height of the middle and the corners please? Thanks!

I'm getting the feeling they're making the process a lot of work hoping customers will simply say "Screw it" and just live it.

Not giving up though- going to take the second set of pics tonight to see this through. Anyone else deal with returning a mattress? It doesn't seem like it should be this hard.

 

[snoopy7548]

If your old geezer ass can't lift the mattress slightly in order to get a picture of the tag, how are you going to pack it up and ship it back?

Y'all gotta remove the sheets anyways.

 

[Fritzo]

If your old geezer ass can't lift the mattress slightly in order to get a picture of the tag, how are you going to pack it up and ship it back?

Y'all gotta remove the sheets anyways.

Supposedly they send people over to pick up the old one and drop off a new one. I'm a pretty big guy, and a king sized memory foam mattress is not light It did it, but just couldn't imagine a smaller person or an elderly person having to go through all of this.

 

[deadlyapp]

Yeah - I've seen this before with the major manufacturers (Serta, Simmons, etc). I used to sell matresses for a while and the warranty process was quite challenging, requiring many pictures, many straight edges to describe the "sag", etc.

This one sounds a bit more complicated than I recall seeing, but not surprising if the expectation is that the consumer do all the work instead of the service personnel.

I'd maliciously comply however. They say use a weight? Use a jug? Why not a 5 gallon water jug. Or maybe a 50lb dumbbell.

 

[BudAshes]

The idea of a "forever warranty" seems like a pretty stupid business model. I'd question any company that would offer that.

 

[deadlyapp]

The idea of a "forever warranty" seems like a pretty stupid business model. I'd question any company that would offer that.

I suspect that their thought is that most people replace their mattresses because they get dingy, don't match their preferences anymore, etc over time, well before the foam or coils wear out.

On the flip side, they may just assume that they are going to go bankrupt before the mattresses die and they'll just prop back up as a new brand later with no warranty obligations.

 

[Captante]

We bought a king size Nectar mattress in 2018 after reading great reviews. One of the attractive features they advertise is "Lifetime replacement warranty," and after using the matress for a year and a half, it started developing valleys...causing back discomfort. It was kind of like sleeping in a hammock after a while.

I contacted their customer service, and after 15 minutes they said a service rep would email me back. These are the instructions they sent to process a warranty return...can you imagine some elderly couple having to do all of this?



This involved taking all the sheets and covers off the bed, getting a water jug, finding a long stick of some kind (I ended up using an actual 3 ft level I had), and lifting the mattress up to get to the manufacturer tags I did as they asked, sent the photos, and they came back with this:



I'm getting the feeling they're making the process a lot of work hoping customers will simply say "Screw it" and just live it.

Not giving up though- going to take the second set of pics tonight to see this through. Anyone else deal with returning a mattress? It doesn't seem like it should be this hard.

"The bold print giveth ... the fine print taketh away".

~ (traditional)


I've only used a mattress warranty once in my life and it was on a memory-foam mattress made by "Spring-Air". Problem was once it got warm the mattress offered near zero back support and so I couldn't use it.

It was not defective rather this was intentional ... my bad for failing to do my homework. (That model was designed to be "weightless" so not a flaw but a feature ... I should have read more reviews)

They still 100% honored the "satisfaction-warranty" pretty close to no questions asked including shipping on the replacement "Restonic" latex which was far better. (ex-wife still has it)

 

[Fritzo]

"The bold print giveth ... the fine print taketh away".

~ (traditional)


I've only used a mattress warranty once in my life and it was on a memory-foam mattress made by "Spring-Air". Problem was once it got warm the mattress offered near zero back support and so I couldn't use it.

It was not defective rather this was intentional ... my bad for failing to do my homework. (That model was designed to be "weightless" so not a flaw but a feature ... I should have read more reviews)

They still 100% honored the "satisfaction-warranty" pretty close to no questions asked including shipping on the replacement "Restonic" latex which was far better. (ex-wife still has it)

Think we're going to go with Sleep Number next time. Their full of hype, but we've stayed at friend's houses with them and they're REALLLLY nice. My wife has hot flashes like a fusion reactor so the air circulation option is highly desired.

 

[Captante]

Think we're going to go with Sleep Number next time. Their full of hype, but we've stayed at friend's houses with them and they're REALLLLY nice. My wife has hot flashes like a fusion reactor so the air circulation option is highly desired.

Also they've been in business a long time and have a decent reputation.

I tried Sleep Number out but I actually prefer either straight latex (not memory) foam or what I have currently a foam/wool composite ... I like a little bit of push-back lol!



Seriously though to me eventually no matter what pressure I set those air-beds at, they start to feel too firm to me for some reason. The warming/cooling ventilation is super nice though.

 

[JTsyo]

So Fritzo, you get them to process the warranty?

 

[Fritzo]

So Fritzo, you get them to process the warranty?

Forgot about this...yes I did! It was just a lot of hoops to go though. They actually sent me an upgraded model (old mattress was 10", new one is 12" and a new design). It's great!

 

[BoomerD]

"The bold print giveth ... the fine print taketh away".

~ (traditional)


I've only used a mattress warranty once in my life and it was on a memory-foam mattress made by "Spring-Air". Problem was once it got warm the mattress offered near zero back support and so I couldn't use it.

It was not defective rather this was intentional ... my bad for failing to do my homework. (That model was designed to be "weightless" so not a flaw but a feature ... I should have read more reviews)

They still 100% honored the "satisfaction-warranty" pretty close to no questions asked including shipping on the replacement "Restonic" latex which was far better. (ex-wife still has it)

How's that Restonic working for you? We had one of their traditional in er spring mattresses. Was nice for a year or two, then got lumpy and developed "valleys." Didn't matter how often we turned and flipped it...finally replaced it.

 

[Captante]

How's that Restonic working for you? We had one of their traditional in er spring mattresses. Was nice for a year or two, then got lumpy and developed "valleys." Didn't matter how often we turned and flipped it...finally replaced it.

Far as I know my ex-wife still loves it lol.... it was really comfortable when I was actually sleeping on it!



Currently I have a $500 Ikea composite mattress (memory foam with wool core) and believe it or not it's pretty good. Actually a lot more comfortable then several much more expensive beds I've slept on.

 

[brianmanahan]

 

[killster1]

We bought a king size Nectar mattress in 2018 after reading great reviews. One of the attractive features they advertise is "Lifetime replacement warranty," and after using the matress for a year and a half, it started developing valleys...causing back discomfort. It was kind of like sleeping in a hammock after a while.

I contacted their customer service, and after 15 minutes they said a service rep would email me back. These are the instructions they sent to process a warranty return...can you imagine some elderly couple having to do all of this?



This involved taking all the sheets and covers off the bed, getting a water jug, finding a long stick of some kind (I ended up using an actual 3 ft level I had), and lifting the mattress up to get to the manufacturer tags I did as they asked, sent the photos, and they came back with this:



I'm getting the feeling they're making the process a lot of work hoping customers will simply say "Screw it" and just live it.

Not giving up though- going to take the second set of pics tonight to see this through. Anyone else deal with returning a mattress? It doesn't seem like it should be this hard.

wow those steps are WAY more easy then i expected, all they should do is make you pay the shipping back to china where they can check it out first hand and recycle it ;P you seem a bit dramatical.

 

[Lost_in_the_HTTP]

Got 20 + years on the one I'm laying on typing this. No idea what brand or what I paid. Don't care. I flip it once or twice a year.

 

[Fritzo]

wow those steps are WAY more easy then i expected, all they should do is make you pay the shipping back to china where they can check it out first hand and recycle it ;P you seem a bit dramatical.

Dude, it was like an hour process that involved props. If you had to do it you'd be frustrated too.

 

[Fritzo]

If your old geezer ass can't lift the mattress slightly in order to get a picture of the tag, how are you going to pack it up and ship it back?

Y'all gotta remove the sheets anyways.

BTW- just saw this. The mattress is pure dense memory foam and weighs about 120lbs. Imagine trying to carry a passed out date into your basement.

 

[Cyco]

BTW- just saw this. The mattress is pure dense memory foam and weighs about 120lbs. Imagine trying to carry a passed out date into your basement.

Imagine....right...

 

[killster1]

Dude, it was like an hour process that involved props. If you had to do it you'd be frustrated too.

it didnt seem unreasonable, like i said better then shipping it anywhere

 

[snoopy7548]

BTW- just saw this. The mattress is pure dense memory foam and weighs about 120lbs. Imagine trying to carry a passed out date into your basement.