Sealy Posturepedic Elevate Ultra Arlington King

A three-star rating for a bed replaced under warranty! – We purchased this mattress in March 2023 and within weeks we became concerned that the mattress was sinking where we lay on both sides. We contacted Harvey Norman, and their initial advice was that this is normal and that a complaint could not be lodged unless the depression in the bed was at least 32mm. Sealy call this depression a body signature and we were required to submit photos to support our claim. They replied to this by email and attached a pamphlet titled "Putting Sealy to the test".

Personally, I think we should have this pamphlet before we purchased the bed. It explains that body signature is normal, and it may be there in the morning but will recover through the day. This was not happening. I was expecting lengthy delays in getting the matter resolved, we also expected that someone would actually visit us to inspect it in person. This did not happen and two weeks later we received an email advising the warranty claim had been approved and to return to Harvey Norman and we could use the refund to purchase a new bed.

This is the reason I gave this product three stars; the bed was defective but the manner in which Sealy handled my complaint was excellent. We have since purchased a new King Koil mattress and it is performing to our complete satisfaction. Harvey Norman staff were also very professional in handling our complaint and in the purchase of the new bed. They also gave us free delivery as they had to pick up the Sealy mattress.