SIMMONS - resolved complaint - excelling at customer service

I bought a Simmons mattress Black Friday 2022. Was advised by the store that I had to purchase the base as well for guarantee and warranty purposes. So I did, even though the previous base was still perfect. On delivery I already noticed that the new base material / fabric was really loosely woven and just did not appear of high quality. My suspicion was confirmed … when Recently we noticed the fabric on one side is simply disintegrating. I went back to the store as I’m concerned that the disintegration of the base fabric will impact my mattress warrantee. The store could not assist in this matter but instead sold me a base cover/ wrap and advised that I might have to buy a whole new base. This I feel is ridiculous as my base is barely 2 years old. UPDATE: After my initial complaint, Simmons promptly reached out and took exceptional care in addressing my concerns. The team thoroughly assessed my case, and the necessary replacements were made without issue. I truly appreciate the effort they put into understanding the situation fully. The customer service was professional, attentive, and ensured a smooth resolution. This experience has certainly restored my confidence in the brand. Thank you, Simmons, for going above and beyond to demonstrate why you are a leader in quality and service.