Mattress Facts
Included in this article:
- Overview
- Mattress Facts
1. Overview
TDG offers our guests a variety of mattress brand names to choose from when selecting the correct unit for that individual. These would include Sealy, Serta, Simmons, Tempur-Pedic and the Ashley brand. We spend a large majority of our time sleeping and having a proper mattress to ensure you get a good night’s sleep is important, and our guests think the exact same thing!
2. Mattress Facts:
§ Technician inspections can be first attempted through the Virtual Technician process
o If we are unable to success complete a mattress inspection, we will arrange for an in-home inspection
§ If a guest is calling in about a adjustable base, we need to direct them to Eva
o Eva will provide trouble shooting for the concern, and send the product concerns directly to the manufacture if the trouble shooting does not resolve the concern
§ Minimum of a 10-year manufacture warranty
o If a mattress is replaced within the 10 years due to manufacture defect, the new mattress warranty will start from the original purchase date of the original mattress
§ Guest can reselect their mattress (not box spring) with their 100-night sleep guarantees
o Serta offers 120 Night Sleep Guarantee for specific I-comfort Models
Note: For full details on the sleep guarantee, visit:
§ Requires matching box spring (if not used on a platform bed)
§ Queen/King size bed frames require
o 5 cross slates and 1 center support leg
§ Any stains void the manufacture warranty
§ Stain protection is available under Tutoris if the guest purchased a mattress pad at the time of purchase
o 5 stains over the coverage period
o Needs to be reported within 7 days of occurrence
o Needs to be a substance covered through the Tutoris warranty program
o Gentle cleaning needs to be attempted from the guests end prior to contacting Guest Care
§ Internal technicians will complete a “Straight Edge Test” when measuring the compression on a mattress
§ Quilted mattresses need to be compressed 1.5 inches for it to be considered defective through the manufacture
§ Non-quilted (memory foam) mattresses need to be compressed 3/4 of an inch for it to be considered defective through the manufacture
o This is sold through the Tempur-Pedic brand
§ Prior to sending a technician for inspection, we need to qualify by inquiring
o Any stains on the mattress
o Proper support being applied (cross slates and center support leg)
o Remind them to remove all bedding prior to technician arriving
§ Mattress claims take approx. 1 week to receive an RA (Return Authorization) from the manufacture which is the approval for replacement (replacement of item will only come from the manufacture)
§ Tempur-Pedic will approve defective TDG bedding claims, regardless if the cross slates are 3 inches apart, compared to the 2inches they normally require. This is an exception the vendor has provided to Ashley Furniture.
§ If Tempur-Pedic approves a RA request for replacement, they will exchange the mattress, if the item is still available.
o If not available, the guest will receive a credit to reselect their mattress through the original selling location
§ Tears in mattresses or box springs within 48 hours
o We require a photo of the product damaged, in its original packaging. This could be documented on Package AI by the drive team taking a photo
o If we do not have a photo of the item in original packaging, the manufacturer will deem this transportation damage and TDG responsibility. We would need to log a Return Authorization Service Desk ticket, reason RPO, explaining we have no photo of the item in the bag.
§ Sealy remotes for adjustable bases, after the 1st year, the guest needs to contact the MFG directly
ISABEL MORO (Order Desk)
Tel: 416) 332-4845
Toll Free: 1-800-268-4414, Ext. 4845
Fax: 416-699-5302 or 416-699-7107
TEMPUR-SEALY CANADA (Toronto)
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