The Crown Royale Support Medium mattress I purchased from Forty Winks (Auburn branch) started to collapse on both sides after only 2 years. The middle is still firm. It has been causing me and my wife back pain and lack of a good nights sleep. I have been regularly rotating it.
I contacted the Forty Winks. The management there, was very responsive and had the mattress factory representative come out to inspect it. In hind sight, there were a lot of customers there and I think they were so responsive just to get me out of the shop before anyone hears of the complaint.
The representative came over and inspected it by checking that all springs have not dislodged and said that they cant see or feel anything wrong with it. That the sagging feeling I am feeling is normal body indentation on the foam which is not covered by the 10 year guarantee. They mentioned that they are happy to have it picked up and checked but for a pickup and delivery fee of $65 each way. They also said they can add an extra spring which may help but cant guarantee it will feel better at no extra cost. They also mentioned that if I wanted to make it firmer, I would need to have the specs changed to a firm mattress where they replace the collapsed foam (or as they put it the foam with body indentation marks) with stiffer foam for an additional $300. So, a total of $430 to fix something that should not have happened in the first place with no guarantee it will not happen again in a few months.
Previously, I have had various mattresses ranging from $300 - $500 and each has lasted over 7 years without any problems. I went to Forty Winks looking for a more comfortable and luxurious sleep experience and decided on this more expensive brand as advised by the Forty Winks sales representative. I actually have the last one in the garage and I am considering replacing the Crown Royale mattress with the old 7 year old cheap mattress to try to get some good nights sleep.
It is clear that there is a serious fault in these mattresses, Forty Winks know about it, wont do anything about it and are still selling them.
My recommendation is if you're looking for a good night's sleep dont buy from Forty Winks!