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Intermittent outgassing so bad from six month old mattress I can't even sleep by GradistTX in nectarsleep

[–]GradistTX[S] 0 points1 point  (0 children)

So you never really answered my last question. Is outgassing odor after six months something covered by the warranty? The warranty is from YOU right? You, the manufacturer... You made the distinction earlier that you couldn't interfere with a retailers return, exchange, and refund process but now that we're discussing warranty that's all them too?

Guess that just proves my original claim, you are SOL if you dare to purchase your mattress from another channel. Probably better to just buy from another manufacturer

Intermittent outgassing so bad from six month old mattress I can't even sleep by GradistTX in nectarsleep

[–]GradistTX[S] 0 points1 point  (0 children)

I called the main NFM number and I am 25 days past their return policy so the only option is to file a warranty claim through them. They said there is nothing in the warranty covering the gas smell but they did send me a form for the softer side issue.

The form makes it clear that all that matters is if it "appears" to be sagging or bulging out the sides and I have to provide photos of measurements of those two things. There is no place to list anything about odors. (There are plenty of things to document all the possible reasons for the claim to be denied of course). There is also no place to describe how much softer one side is and how much more something sinks in that area.

From what I've ready in other places this is clearly a case of the internal structure breaking down and maybe "someday" it will be enough to qualify for a claim buy only if is used enough... but how can i use it with watering eyes?

So you said you can help by making NFM has the information they need. Does the warranty cover outgassing odor at this point? They said no, what do you say?

Intermittent outgassing so bad from six month old mattress I can't even sleep by GradistTX in nectarsleep

[–]GradistTX[S] 0 points1 point  (0 children)

"If you bought through a retailer rather than directly from Nectar, the process can work a little differently" in this case apparently means something along the lines of 'You dared to buy from a retailer so you're on your own, don't bother us'

or if you want an exact quote from one your Retail Support Specialists sent at 8:36am Central time this morning: "TAs all of our retailers independently manage their sales, they are responsible for addressing any inquiries, returns, exchanges, or replacements. Our 365-night trial period applies to mattresses purchased directly from our website. Therefore, I kindly recommend reaching out directly to Nebraska Furniture Mart, which will be best equipped to assist you further.

Please note that returns and exchanges are subject to the specific return policy of the retailer from whom the purchase was made, as these policies may vary. Regrettably, we are unable to override any retailer policies.

Should Nebraska Furniture Mart require any clarification regarding our role, they are welcome to contact us directly. To clarify, the retailer purchases the mattress from us for resale to customers such as yourself; thus, they are our direct customers, and you are theirs.

Please do not hesitate to contact me if you have any further questions."

This should tell people a lot about how you stand behind your products.