I purchased the bed in November 2009 asking for the top of the line to support my large husband. We were told that the Palomino was the "Best of the Best" and would NEVER be a problem. By Septemaber of 2011 both sides had collapsed (we rotated it every month). But one side was showing wear more than the other. I left him in September of 2011 and brought the bed to Texas along with my other possessions. I should have left it behind. I have been sleeping across the bottom end of the bed for the past year because both sides of the mattress in the traditional direction are collapsed so badly that I can't get a night's sleep without a horrible back ache the next day. I contacted Restonis in Houston in October of 2012 and have thus far gotten nothing but the run around. They want me (a 63 year old single female) to deliver it to them in Houston, some 250 miles away so that they can "unzip" it to determine "if" there is a problem. On my own, I have just this week learned that I can deliver it to a store within 25 miles of my home, but that still leaves me with the wrestling match, the $20 truck rental, the $.79 a mile fee (times 50 miles), the $40 gas replenishment fee, the $20 hired-hand fee to help this old lady load it onto the rental truck (if I can find someone to do it). Have you kept up with the math for a one way drop off? It comes to roughly $120 and I will have to repeat the proess and expense to get it back after being without a bed for an estimated 2 weeks. Help me lord! Cause Restonic sure isn't helping me at all. I have a 20 year warranty on the thing and they are ticking off time like it was nothing. And the only proof that I have that I even lodged a complaint is the emails I have had with the Houston office.....and trust me, he is VERY slow to respond. But from what I am reading on the blogs, I'm not alone. Restonic has duped hundreds of us in just the same way.....stall, stall, stall and above all deny that there is a problem.
Pros:
User also said: Absolutely NOTHINGCons:
User also said: Lye; Lie Baby:- Surface Integrity
- Warranty Claims
Ratings from this Sleeper
Back Support
Very PoorBack Support
Always have back aches or stiffness related to this mattress
Pressure Relief
Not Rated
Sleep Quality
Not Rated
Stays "Cool"
Not Rated
Value
Very poorValue
Not at all worth the money -- a rip off
Warranty Service
Not Rated
Comments (2)
Official Response
Hi Penny, We're very sorry you're having difficulty transporting your mattress to the Houston manufacturer location for inspection and repair. As manufacturers, we're not equipped to cover transportation as part of the Restonic warranty - and this is normal in the bedding industry. Customers usually rely on their retailer to help them with picking up their bed and bringing it back to the store where our 18 wheeler picks it up and brings it to the manufacturer location. That's one of the ways that retailers are the first line of warranty assistance for customers. When you moved you were left without that support system. It's great that another retailer is willing to hold your mattress for the truck so you don't have to take it to Houston. We do have the option of using 1 of 2 independent inspection companies when customers would prefer to pay for an in-home inspection. I've checked with one and they don't have inspectors in Texas. I'll inquire of the other company and see if they can do an inspection in Frisco, TX. Also, if the mattress is defective, you'll still need to get it to Houston for repair. Thank you for letting us know that you feel we have been slow to respond. Without your input we wouldn't know where we could improve. Every customer service staff member tries to get back to their customers as quickly as they can. Sometimes answering questions requires checking with a supervisor, or someone even higher in the chain of command, and delays can result. We'll definitely try and improve our response time. I am confident that, if your mattress has a defect in material or workmanship, once it is repaired you will be very happy you went through the effort of having it taken care of. It will almost be like having a new mattress again - a new start - and, if you sleep all over the mattress, it will be because you want to. Please follow up by sending an email to info at Restonic.com. I'd like to see if there's any way to make this a better experience for you. If an independent inspector is an option, I'll need a way to get in touch with you. Deb
I have given some pause to my response to your attempt at pacification. Admittedly I am no longer near my original dealer and, therefore, transportation is possibly not your problem (except perhaps by conscience). However, I have found your staff to be deliberately vague, evasive and unhelpful in making arrangements for getting my mattress repaired/replaced/refunded. I managed to find alternate resources completely on my own. My personal expenses to deliver this mattress to Flower Mound will run approximately $120 with the same expenses for getting it back to my home; not to mention the physical effort I must expend. In addition, you state that you want to charge me for an independent inspector to come out and prove once again that your product has miserably failed, thereby increasing my investment in this adventure. Your staff in Houston was not just "slow" to respond to my e-mails; he admitted that he is overwhelmed with his tasks in the warehouse and checks his e-mails only about every 2 weeks and then responds only to the ones he feels are "important". Apparently that did not include mine, even though I followed his instructions to the letter. Due to these facts and the increasing bitter taste I have toward your product, I asked that you simply refund my pro-rated balance, permitting me to move on and purchase a mattress from someone else. I do not anticipate leaving this area and would hope that future transportation will not become a problem (but at least it would not be your problem). I will do due diligence to find a manufacturer with fewer blogs and negative reviews for the public to study. I really don't want to become ensnared in a class action suit to resolve this pitiful matter. You further failed to address the question of where I am supposed to sleep during the 2 weeks that you will have my mattress. I realize it is not your responsibility to provide me with a loaner bed, but a little acknowledgment of the inconvenience your company is creating would be nice. I do sincerely apologize if I sound bitter and bitchy about this, but Toni and I have been exchanging comments since last October with no end in sight and every night that I don't sleep well just adds to my anxiety and frustration. My warranty time just keeps ticking away while you stall for time instead of just doing the right thing.....let your dissatisfied customer off the hook and save face. Grease the squeaky wheel. By: Penny B of Frisco, TX on February 7, 2013