Banner Mattress Warranty Claim Form

Please return completed claim form to:

Banner Mattress
Warranty Department
1501 E. Cooley Drive, Unit B
Colton, CA 92324

Note: We need the required fields completed for correspondence (if needed) and follow up. After completing this form please print and send it to the Banner Mattress main office with a copy of your invoice for processing.

Name(required)

Customer Number (required)

Street Address (required)

City (required)   State   Zip Code (required)

Home Phone No (required)   Business Phone No

Email Address


Dealer or Store Purchased From

City   State


  1. Name of Product as Shown on INVOICE
    Mattress    Box Springs

  2. Please indicate product numbers from you INVOICE
    Mattress    Box Springs

  3. Date of Purchase (MM/DD/YYYY)    Sales Receipt Available? Yes    No

  4. Size (Please Measure) Inches Wide x Inches Long

  5. Are mattress and box springs a matching set?   Yes    No
    If not, OTHER MANUFACTURER   Date of Purchase (MM/DD/YYYY)

  6. If queen size (60"x80"), describe any center support underneath the box springs and between side rails of bed frame. (Include whether wood or metal and dimensions.)

    If wood, type the number of slats here:

  7. Has your product ever been replaced? Yes    No
    If so, when? (MM/DD/YYYY)

  8. Have you rotated your mattress since purchase? Yes    No
    If so, how often?

  9. Have you moved since purchasing product? Yes    No
    If yes, what date? (MM/DD/YYYY)
    Name of Mover
    Was the item all right before the move? Yes    No

  10. Is merchandise soiled or spotted in any way? Yes    No
    If yes, describe:
    Source
    Location
    Dimensions

  11. Describe defect you see in mattress or box springs. Use diagram below to show affected areas.
    Mattress:
    Box springs:


Please use these diagrams to identify areas where you are experiencing problems with your bedding. If your bed only includes one (1) mattress, then only notate the MATTRESS TOP section with problem areas.

MATTRESS TOP

Image of Mattress divided into section by name
Please see the picture and then check the appropriate box at right.
Top Left corner
Top middle area
Top Right corner
Middle left area
Middle Center area
Middle Right area
Bottom Left corner
Bottom Middle area
Bottom Right corner
Left Side
Right Side
Front
Back
 

MATTRESS BOTTOM

Image of Mattress divided into section by name
Please see the picture and then check the appropriate box at right.
Top Left corner
Top middle area
Top Right corner
Middle left area
Middle Center area
Middle Right area
Bottom Left corner
Bottom Middle area
Bottom Right corner
Left Side
Right Side
Front
Back
 

BOX SPRING

Image of Mattress divided into section by name
Please see the picture and then check the appropriate box at right.
Top Left corner
Top middle area
Top Right corner
Middle left area
Middle Center area
Middle Right area
Bottom Left corner
Bottom Middle area
Bottom Right corner
Left Side
Right Side
Front
Back
 

If you are experiencing any signs of sagging or depression, measure the depth by following these steps:

  • Place a yard stick over the compressed area.
  • Measure the depth by placing a ruler or tape measure into the deepest part of the compressed area.

Please indicate your findings below:

MATTRESS
Sag on top
Sag on bottom (after turning)

BOX SPRING
Sag on top
Sag on bottom (after turning)

FRAME:

 
 
 

If frame has slats, how many are present?

What width are the slats and what type of wood are they made of?

If a platform bed, please describe:

If slats are evident, how much space is between the slats?

Any additional comments that would assist us:

 

Signature
 
Date
 
 

Dear Valued Customer:

We are sorry to hear that you are experiencing a problem with your Banner purchase. Enclosed are the necessary forms required for your completion. Please complete and return these to Banner Mattress so that we may better service your needs.

It has been our experience that several of the problems or complaints that we receive can be satisfied by the use of one or more of the solutions provided below and are not Warranty Concerns. Please take the time to read the following information before filling out the enclosed packet. You may find remedy in these solutions presented below without Warranty Review or Service.

Body Impressions / Settling
Body impressions are normal characteristics of premium Mattresses. They are confirmation that the product is conforming to your body. Body impressions are not considered manufacturing defects. Settling and contouring of comfort layers in your mattress are to be expected. Unless the compressions exceed one and one-half inches (1 ½ inches) body impressions are not considered a potential defect. Instead, they are an indication that your mattress is conforming to your body as it should. Frequent rotations, end to end on a single sided mattress and, end to end and flipping on a double-sided mattress should help even out the contouring to achieve the ultimate comfort level. If you have not done these frequent rotations in the past, it may take several weeks or months of this rotation process to evenly compress your mattress surface.
 

Squeaks or Noises
Squeaks or other noises usually originate from the bed frame or head and foot board attachments. Please remove the mattress and box from the frame and set them aside. Check for loose connections on the frame at the head or footboard connection. Push down on all parts and connection points of the frame. If there is no squeak found within the frame, move on to the box. Place the box on the floor. Press down on the corners and all around the sides of the box to determine if there are any squeaks coming from the box. Repeat this process with the mattress if no squeaks are present in the box. Follow these steps to isolate a squeak or noise issue.
 

Sagging
A new box provides a level support for your mattress. If an old box sags, then your new mattress will conform to the old box and sag also. Check your frame. Make sure it is level and that it provides proper and adequate support to your set. It is mandatory to have a center support for premium full size mattresses and all queen and king size mattresses. This helps distribute the weight evenly. The wrong frame or box can damage a mattress and may be considered abuse, resulting in a voided warranty. Be sure you have the proper support systems for your mattress size and construction. See the back of your Invoice for Warranty guidelines.
 

Visible Ridge Down The Middle
When two people share a bed, they usually each sleep on one side, therefore settling the layers of comfort on each side. Often times, there is a visible ridge down the middle of a king or queen bed where the comfort layers have not been compressed. This is normal and is not considered a warranty issue. To minimize the middle ridge and body impressions, sleep on all surface areas of the bed, including the middle and rotate your mattress and box springs regularly. This will help to compress each side more evenly as well as the entire sleep surface.
 

Fabric
There is no warranty on the mattress fabric or fabric covering the box. Stains, soil of any kind, burns or damage to the fabric covering the mattress or box can compromise the contents and voids the warranty.
 

We are anxious to assist you with your problem. If none of the solutions we have presented above addresses your situation, please complete the enclosed claim package, attach a copy of your receipt and mail it to Banner Mattress. We are not able to process your claim without proof of purchase. So please be sure it is mailed along with your completed forms to:

Banner Mattress
Warranty Department
1501 E. Cooley Dr., Unit B
Colton, CA 92324

Should your complaint be related to "Body Impressions" please keep in mind, if the compressions measured in our factory are not deeper than the allowable 1½ inch level, we will not perform Warranty Service to your product. Your unit will be returned unaltered. If the measurements surpass the 1½ inch compression level, we will proceed with the Warranty Service and replace any defective layers or components.

We cannot process your claim until all data is provided. We welcome any photos should you feel it would be helpful in expediting your Warranty Claim. Photos will not be returned.

After we receive your completed Warranty Claim and Proof of Purchase, we will contact you with our findings and schedule an appointment for you based on your options outlined below.

Should your product be determined to require Warranty Service, Banner will repair or replace the unit (at our discretion) at no cost to you. You are only required to pay for the transportation fees to have the item returned to our Factory in Colton, California to receive Warranty service. (See the back of your receipt for Warranty details and specifics.)

  • If you can bring the unit(s) into our factory in Colton California, Tuesday thru Friday, between the hours of 8:00a.m. and 11:00a.m, we can provide same-day review service for you. We will try to work with you on special times or days if need be. If the factory inspection reveals a defect, Banner reserves the right to repair or replace the unit as stated under the warranty. Your product will be ready for pick-up after 3:00 p.m. the same day. We will try to match your original fabric as closely as we can. Damage, stains, soil of any kind or burns voids your warranty and your product will not be accepted for warranty review if present.
  • If you have no means to transport your product to us, we will be happy to arrange transportation for you. Transportation charges are a minimum of $89.00 each way for all claims within San Bernardino and Riverside Counties. Transportation charges for all other counties within our delivery zones outside of San Bernardino and Riverside begin at $120.00 each way and may be more depending on your location. Generally, pick-up can be scheduled for a Monday or a Wednesday for Riverside and San Bernardino Counties. We will need to have your unit for 2 nights. If it is picked up on Monday it will be returned to you or its replacement, should that be required, on Wednesday. All transportation fees must be paid at the time of pick-up and at the time of delivery. Drivers do not take cash. The payment needs to be in a form of a personal check with proper identification. If you wish to pay by credit card, arrangements must be made to pay in full before scheduling the transportation services. Damage, stains, soil of any kind or burns voids the product warranty. If these conditions are present, transport will be refused and the customer will be responsible for a one-way transportation fee. Please check your unit for damage, stains, soil of any kind or burns before you proceed! Your product will be refused for pick-up and service if it is damaged, burned, stained or soiled in any way and you will be responsible for the one way transportation fee.

Remember, when you receive the return repaired product, it may contain new materials. Please remember to follow the original rotation schedule. Please rotate the product every two weeks for the first three months and every month thereafter or sooner if body impressions occur. On two-sided mattresses, flipping is also necessary.

We will contact you by telephone within 10 business days of our receipt of your completed returned claim form and proof of purchase. Please be sure to answer all questions on the warranty form. Don't forget, you must include a copy of your original receipt.

Please understand that the Warranty Service will not repair daily wear issues created from normal usage. Additionally, fabric concerns are not covered under the terms of your Warranty. Fabric is expressly excluded under your Warranty and is not considered a Warranty concern. The Warranty Service will only repair defective internal components and/or internal defective parts contained within your unit that are not properly performing due to the presence of a manufacturers defect.

Thank you for contacting us. We look forward to helping you facilitate your Warranty Service Claim. Feel free to telephone us at (909) 835-4216 Tuesday thru Thursday from 10:00 to 4:00 with any questions you may have.

Sincerely,

Lisa Scorziell
President, Banner Mattress

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