Warranty claim denied by Prime Living

I appreciate ComplaintNest's assistance with this matter. Since filing this complaint, Prime Living has been much more responsive, though we still haven't reached a satisfactory resolution regarding their customization service.

Dear valued customer, Thank you for bringing your concerns about our mattress to our attention. We at Prime Living are committed to product excellence and customer satisfaction. After a thorough investigation of your complaint, our technical team has confirmed that there was indeed a manufacturing defect in the batch produced on May 5, 2025. We have since corrected this issue in our production process. As a resolution, we would like to: 1. Arrange for immediate pickup of the defective mattress 2. Deliver a replacement from our newest production line 3. Extend your warranty by an additional 12 months 4. Include a complementary mattress accessory kit valued at $187.36 Please contact our dedicated resolution team at support@Prime Living.com with your preferred delivery date and time, referencing case number REF-D63F5287. We truly value your business and appreciate the opportunity to make this right. Best regards, Taylor Harris Technical Support Director Prime Living

ComplaintNest Administrator Note: We have reviewed this complaint against Prime Living and have verified that it meets our platform standards. We have reached out to the company on your behalf and will continue to monitor this case. Please note that we have escalated this to our priority queue due to the nature of the issue with the kitchen knife set. ComplaintNest Support Team