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"Thank you for the opportunity to respond to this complaint. When apprised of Member’s concern, we set up an inspection within a week to review her concerns. This inspection was done on August 25, 2011. Our service technician utilized our extensive mattress inspection checklist and measures the body impressions in the mattress using an industry standard measuring technique. Member’s mattress showed a body impression of roughly 1”. After reviewing the inspection checklist and photo of the inspection, it was determined that there was no defect present in Member’s mattress. We mailed a letter on August 26, 2011 stating there was no manufacturing defect. Also, we mailed a copy of our warranty card that clearly shows the difference between impressions and sagging as supporting documentation. We were later contacted with a complaint that our process for measuring was incorrect, and, subsequently, scheduled another inspection which was performed on September 12, 2011. There were no changes from one inspection to the next. We also received the letter, which is in the body of this complaint. We once again responded with a letter of denial and a copy of the warranty that shows between a body impression and sagging. If there were truly any defect in our product, we would have worked diligently to repair the issue. I can see Member’s misconception. We have tried to be entirely clear as to what our warranty does cover and does not cover. (See Warranty Card) The Better Sleep Council has this to say about mattress warranties, “The warranty on the new mattress and foundation you purchase is not an indicator of how long the product should be used before replacement. The warranty is there to protect the customer from product defects, not against the gradual loss of comfort and support.” If I use the Better Sleep Councils standard of 5-7 years, a mattress set purchased for $999 cost only 39-54 cents a day. That’s less than a cup of coffee, which I would consider quite a value. While we maintain that there is nothing defective in regard to Member’s mattress set, we do understand her situation. She has a mattress that is almost ten years old. It is normal that such a mattress will have body impressions. We clearly show on our warranty card the difference between sagging and a body impression. Just like the mattress has adjusted over time, people’s bodies change over time and may cause one to get less quality sleep. The Better Sleep Council has this to say, “How long a mattress will last depends on several factors, such as amount of use and original quality, but in general, a mattress set that has been in use 5-7 years is no longer providing you with the best comfort and support. Keep in mind that people’s bodies change over time, and the need for good comfort and support only increase with age. That’s why it’s a good idea to compare the mattress and foundation you are sleeping on now to newer models every few years.” We believe that Member is at this point, and may need a new mattress set to give her the highest quality sleep. We are more than willing to work with Member to get her a new sleep set at a discount. Phil Frost Director of Merchandising and Operations Banner Mattress & Furniture"