This isn't isolated to a mattress. We have found what a sales person says is the warranty, may not be what is said in the tiny print of the warranty paper. We recently went through this with replacement windows. My husband bought a drill at Home Depot on Saturday that had an open box and the sales person said if it didn't work bring it back. It didn't work, within 2 hours he returned to the store, and he was told it had to be sent to the manufacturer. They asked him if he read the warranty.
After the past week of dealing with our own issues of a warranty, I now will read every word before I make a purchase. It's buyer beware. Very sad.
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