Customer Care - Service Call Request Form

Service Call Request Form

Dear Valued Customer,
We regret that you are experiencing performance concerns with one or all of the components in your sleep set. The iMS family of companies (Mattress Warehouse/Sleep Outfitters) partners with only the most reputable and established companies in mattress manufacturing to deliver the finest product and values to you, our customer.

The manufacturers warranty their products against manufacturing defects of varying degrees and lengths of time, these components are outlined in the warranty card attached to all new products or you can review your warranty by Clicking Here

Below you will find a service call request form with step-by-step instructions on how to request a service call. Please review the information below that details how to confirm if your concern is normal wear and tear or defective. After reviewing the request form, if you believe it to be defective, please fill out the form below and click the 'Submit' Button at the bottom of the page. Please allow up to two weeks for processing. Once your claim is processed, we will contact you to setup a warranty inspection appointment if there is a warrantable condition. We would prefer to assist you in the process; however, you also have the option to deal directly with the manufacturer if you choose.

We would like to take this opportunity to outline a couple of important points regarding your warranty claim:

Each manufacturer outlines their warranty coverage on the warranty card. Copies of these cards can be found on our websites under the Customer Service tab for your review.
The bedding must have a Law Tag and must be free from any stain, burns, torn fabric, watermarks, or discoloration to qualify for a warranty return.
Should your claim be approved, you will have an in store credit for the purchase price of the defective product. At this time, we welcome you to come into our stores and reselect your new bedding. You may use this credit to purchase the equivalent bedding or you may decide to try a more luxurious model at additional cost. The manufacturer does require all King and Queen set MUST have center support(s). This can be a center leg and/or 5 hardwood slats.
Should you need to utilize our delivery service to exchange the products, there will be a $50.00 delivery fee.
Only defective merchandise will be replaced, this may lead to the fabric not matching if only once piece of the set is defective.
If you are approved, please contact your local store to set-up an appointment with the Store Manager. The best times for individualized service is Monday through Friday.

Once we receive your request forms, please allow up to two weeks for us to contact you to schedule a service appointment. If you would like to expedite the process you can submit the form electronically or fax pages 4-9 to 304.586.3715 or 304-586-4442 upon completion. Should you need additional assistance, please contact us directly at 1-866-637-3778 Monday through Saturday from 8:30 a.m-6:00 pm. We look forward to helping you rest easy.

Sincerely,

iMS Customer Service

Frequent Warranty Concerns

Items covered under most Manufacturers’ Warranties

Body Impressions of 1.5 inches or greater
Pillow-top or fabric lumping or shifting
Torn Handles
Coils or Wires broken or protruding
Box Springs that rattle or squeak
Box Springs splits in wood frame
Box Springs that sag (only if properly supported)

Five Star and Park Place requires a body impression over 2 inches
Items NOT Covered Under Most Manufacturers’ Warranties

Any bedding that has a stain, unsanitary conditions, burns, watermarks, discolorations or bodily fluid(s)
Body Impressions under 1.5 inches
Structural damages due to improper framing or center support
Any bedding without a Law Tag
Mattress Fabric and Stitching
Comfort preferences
Bed Height
Replacement of another piece in the sleep set, unless defective
Non-matching mattress and box spring (mismatched Manufacturer’s)
Abuse

Please completely fill out form below and press the submit button to email the form to our customer service department. All items below must be filled out to properly process your warranty request. If you are unsure about any of the questions below please just reply unknown.

First Name

Last Name

Street Address

City

State

Zip

Home Phone

Cell Phone

Best Time To Reach You

Is your address the same as when you purchased from us?

Did you speak with one of our Customer Service Representatives prior to filling out this form?

If you answered Yes to question above, which Representative did you speak with?

If you would prefer to communicate with us via email please include your email address. We will use it to communicate with you about the status of your service call request.
*This information will be used solely by Mattress Warehouse/Sleep Outfitters and not released to other organizations.

Please tell us which product(s) you are having a problem with:

In order to accurately and quickly process your request, we will need you to fill in the following information from the law tags* of both your mattress and the box spring, even if only one piece is defective. *Law tags can be found attached to the foot of the bedding

Mattress Size

Boxspring Size
(If you do not use a box spring, then please write "none used")

Mattress Model Name

Boxspring Model Name
(If you do not use a box spring, then please write "none used")

Date Mattress Was Made

Date Boxspring Was Made
(If you do not use a box spring, then please write "none used")

Purchase Date

Location Purchased From

Please indicate below what type of support system you are currently using

Box Springs/Foundations

Remove the Mattress from the Box Spring(s)/foundations.
Inspect Top, Bottom, and sides for damage.
Queen and King Size mattresses MUST have a center support that consists of a center leg and/or 5 hardwood slats.

Please indicate below what is wrong with your boxspring

Mattresses

Remove all bedding from Mattress
Allow 3 hours after removing bedding to measure for Impressions
When measuring, please make sure the sleeping surface is completely free of obstacles.
Stand next to bedding when measuring, and do not put any pressure on the mattress, as this may cause inaccurate results.
Some contouring of the sleeping surface is normal as your mattress conforms to your body over time

Inspect your mattress and answer the following questions

Does the mattress have stains or dirty areas?

Does the mattress holes or rips in the fabric?

Does the mattress have a Law tag sewn into the sides of the mattress?

Does the mattress springs poking through the fabric?

Does the mattress have impressions or lumps in the sleeping surface?

Does the mattress have sides collapsing or bulging out?

Does the mattress have handles torn?

Other Damage or Information

HOW TO MEASURE BODY IMPRESSIONS

Place a yardstick or broomstick across the body impression(s), (hip area is usually deepest). Fig. (A)
Using ruler, measure depth of impression from the deepest point of mattress surface (not the deepest point of stitching) to edge of yardstick. Fig. (B)

Using the Images Above Please indicate the Depth of the Impression and select the area in which the impression is found. (If there is more than one Impression please use the depth and location of the deepest one found)

Thank you for contacting us about your warranty claim. We care about your concerns and wish to address them quickly and efficiently.

We respectfully request that you keep the scheduled service call we confirm with you to avoid a $50 reschedule fee and if you are approved you reselect a replacement product in an expeditious and timely manner.

To assist our service technician in locating your home, please provide us with detailed driving directions from the nearest highway or major intersection.

I hereby attest that I have read my manufacturer's warranty card and the above Service Call request form. All information about my sleep set filled out above is accurate and true to the best of my knowledge.

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