15-Year Warranty Sounded Great (Until I Actually Needed It)

I purchased a mattress and adjustable frame from Bob Mills in March 2019 for approximately $7,500. This was a major purchase for our family, and we spent that much because I already had lower-back issues and wanted a high-quality mattress with reliable long-term support. The 15-year warranty was a significant part of the sales pitch and our decision to buy.

After about five years, the mattress developed a noticeable depression. My side measures approximately 1.25 inches, and my wife’s side is approximately half an inch. This is not just cosmetic. I can plainly feel the depression while sleeping, it affects the support of the mattress, and it aggravates my lower back throughout the night.

Bob Mills submitted the claim to the manufacturer, and it was denied because the impression did not meet the manufacturer’s 1.5-inch threshold. In other words, the mattress can have a deep, uncomfortable body impression that materially affects its support, but they expect the customer to continue sleeping on it until it gets even worse.

I was never told at the time of purchase that a mattress could become noticeably unsupportive and still not qualify for warranty assistance unless the depression reached 1.5 inches. Had that been clearly explained, it absolutely would have affected our decision to spend this much money.

I then opened a second ticket and requested escalation, a copy of the warranty, the manufacturer’s findings, the measurement procedure, and information about an in-person inspection or another reasonable accommodation. That request was ignored.

For a family that does not have unlimited money, $7,500 was a serious investment. We bought a premium product because we expected premium quality and meaningful protection. Based on my experience, the 15-year warranty has provided very little practical value. The mattress is already causing a real problem, but because it is approximately one-quarter inch below the threshold, Bob Mills and the manufacturer have offered no meaningful help.

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