Sealy Sleep Boutique — Local services in Jurong East

I purchased a Sealy Posturepedic Spruce 1070X1900 mattress set from IMM outlet on the March 09 2024, Invoice No. SSB-IMM 4339122, Delivery Date. April 09 2024, which included a Sealy premium pillow, fitted mattress protector, and deluxe fitted sheet set. Unfortunately, my experience with this purchase has been nothing short of disappointing.

From the very beginning, the pillow quality was extremely poor. I have been experiencing constant neck pain when sleeping on it. When I reached out to the retailer for feedback, they were unable to provide any resolution.

Four months into using the mattress, I noticed significant sinking in the upper back area. This has been causing me serious back issues that are affecting my daily life and movements. I have tried rotating my sleep position to the left, right, and center, but the problem persists.

I reached out to Sealy's customer service team through their online form. The representative, Timothy Seow, responded without empathy or concern. He attributed the sinking issue to the comfort layers conforming to my body shape and mentioned their warranty only covers impressions greater than 3.2cm, which is more stringent than the industry standard of 3.6cm.

I called the hotline provided in the email, and the 10-minute conversation was fruitless. The representative repeatedly blamed the issue on comfort level preferences and pushed the fault back to me, stating that it would be a waste of time for a Sealy representative to come and assess the mattress.

After persistently requesting an appointment, a Sealy representative named Timothy came to inspect the mattress on September 06, 2024. He acknowledged the sinking in the upper back area but claimed it was due to sitting on the mattress, which he considered normal. However, this bed is barely 6 months old, and I have used a King Koil mattress for 5 years without any issues, even while sitting on it.

The Sealy representative continued to blame the issue on comfort level preferences and pushed all responsibility to me, offering no conclusion or solution. I am left with no choice but to sleep on a 6-month-old mattress that is already sinking and causing me back pain every day.

If you are considering purchasing a Sealy mattress, I strongly advise you to reconsider or be prepared to take on the risk. Their 10-year guarantee/warranty means nothing if they fail to provide solutions when issues arise and especially their lousy customer service.

Following up on my review, I must reiterate: avoid SEALY at all costs. Their level of professionalism is appalling and downright unprofessional. The much-touted 10-year warranty is a deceptive marketing ploy. It only covers factory defects, and when a surveyor comes to inspect, they shift all the blame onto you, claiming that any issues are simply due to your personal comfort preferences. After just four months of use, my mattress developed significant sinking, yet SEALY insists this is merely "wear and tear." You'd expect a premium product to last longer than a year, but instead, you're left with a subpar bed and a warranty that is essentially worthless. They came to my home not to resolve issues but to dismiss my concerns and deflect responsibility. If you're considering purchasing from SEALY, be warned: their warranty is meaningless, and their customer service is designed to frustrate rather than help. BUY THIS BRAND AT...

ADDING ON TO MY REVIEW TWO DAYS AGO.

Hi everyone, I urge you to examine the response from Sealy Singapore—it's absolutely absurd. After spending $3000+ on a bed, their unprofessional staff came to my home not to provide assistance but to argue and shift blame right in my living space. I have recordings and footage to back this up, so feel free to ask for them.

One surveyor claimed that my bed frame was the issue, stating that the mattress coils weren't properly supported. Yet, another surveyor from the same company, Timony, insisted that my bed frame was perfectly fine. How is this not a contradiction? This seems like a blatant attempt to deflect responsibility onto the customer.

When I pointed out that if I bought a new bed frame and the mattress still sank, would that mean my floor was at fault? Their so-called expert Frank shockingly agreed, which is an outrageous accusation against my property developer. Should I escalate this issue to them for further discussion together with Sealy?

Additionally, these surveyors entered my bedroom without permission while I was in the living room. If anything goes missing from my room, who will be held accountable?

Regarding their 10-year warranty, which promises necessary repairs or replacements at no charge during the first decade after purchase, I was told by a surveyor that they don’t actually perform repairs at all. Is this a scam? They offer a warranty but refuse to honor it.

Look at how Sealy handles customer complaints: they deemed my four-month-old sinking mattress as "wear and tear." They provide no constructive solutions and expect customers to either continue using a defective product or buy a new mattress. Think twice before purchasing from Sealy—it's a one-time sale with no support afterward.

You really have the audacity to bring up my relative's mattress? What a joke of a company! You call it a "goodwill" exchange when your surveyor outright told us that the bed is seriously sinking? You offer a 10-year warranty, but when customers face issues, it's suddenly just goodwill? Admit your mistake SEALY.

Oh, and just so everyone knows, it's not just my bed that's having problems. My relative's Sealy mattress, which cost over SGD 8000, is also sinking after just three months of use!

Please be expected to receive legal action...

We would like to feedback a negative after sales experience with sales rep Kent Goo. We had ordered an Amber Suite 1830x1900, which retails at $8299 before prevailing discounts. Our purchase came as a set with a Divan Bedframe MF146. Upon its delivery on 28 June 2024, I had immediately provided feedback to Kent that the bed frame provided was so lightweight that the whole bed + bed frame would move upon the slightest touch. We were informed by the delivery man that we could obtain a “clip” to secure the bed frame. We attempted to contact Kent to feedback that the quality of the bed frame was subpar, and to request for the said “clip” as a remedy to secure the bed. To our horror, Kent informed us over the phone “what do you expect from a FREE bed frame?”. It is such an attitude in particular that concerns us, as the Sealy sales rep appeared to suggest that we ought to make do with a bed frame regardless of its quality, simply because it came as complimentary with the mattress that we bought. He was not able to provide any information on the said “clip” that the delivery man suggested we check with Sealy about. Instead, he suggested we put anti slip mats to stop the bed frame from moving upon the slightest touch. In the end, we had to use 8 pieces to temporarily stop the bed frame from shifting. All in all, our experience was Sealy was made much more negative with the statement from the sales rep that because the bed frame was “free”, we ought to accept sub standard quality of bed frame. Such behaviour really diminishes the merits of having purchased a reasonably good mattress from Sealy, and negatively affects the reputation of this long standing brand. We are greatly disappointed with the after...