1800Mattress.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I was notified today that someone would be in contact with me to check the mattressI told the woman that they should do a pressure test asd well since the mattress has alot of material on top, as well as she did not tell you about all the calls that were made within the first days to ***, or to another rep from mattress.com to tell him to get in touch with meEach time I tried, he was either busy or had not been in as I was told by various customer service reps Either way[redacted] is made by Sealy and is under a year warranty and mI believe that they shoudl stand behind their warranty absolutelyI will be contacting Sealy per e-mail as soon as I am finished here Sincerely, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I completely disagree with the inspection report which falsely claims we had insufficent box spring support which caused the mattress to sag This is completely as the box spring is within a year old and has no defects or problems or insufficencies The mattress purchased from this company sagged from the very beginning It is a new purchase and clearly has a defect which should be covered by existing warranty This company is filing inspection reports to avoid additional costs on the part of the company It is unrealistic to respond by saying our new warranty for this new mattress is null and void This is unfair and corrupt mattress responds by stating they will give us a discounted price on a future purchase This is unacceptable I stand by my confirmation that this mattress we purchsed has a clear and visible defect in the form of sagging and that the existing box spring we have as a foundation for our bed is fully functional and without defect or insufficent support The box spring is NOT inoperable or defective or broken or insufficent We are clearly only asking for a good faith response and monetary credit for the defective mattress under the warranty exisiting Thank you for your time [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Case: #***
On May *, 2014, *** *** contacted 1800Mattress.com’s Customer Service Department claiming that the Simmons queen size mattress delivered on March **, 2014, was saggingSince this was what would be a potential warranty issue, we coordinated for an inspection
of the merchandiseThe results of the inspection revealed that both the mattress and box spring did not meet the manufacturer’s standards and that they were being used on a metal frame lacking the necessary center support required by the manufacturer, which is a condition that voids the manufacturer’s warrantyPursuant to the terms of the manufacturer’s warranty, which states “The Limited Warranty does not apply to and excludes: Mattresses not used with a proper foundationExamples of proper support include: Simmons foundation or a supportive, rigid non-yielding foundationQueen, Olympic queen and king size must have sufficient center support”, therefore 1800Mattress.com denied *** ***’s request to replace the mattress and box spring
Upon receipt of *** ***’s complaint filed with your agency, a Customer Relations representative spoke with *** *** and offered an accommodating exchange to a new set provided *** *** purchased a new frame with proper support*** *** informed us she had already purchased a new frame elsewhere1800Mattress.com processed an accommodation exchange for *** *** and she is scheduled to have delivery on July *,
Since we have satisfactorily resolved *** ***’s complaint, we believe that no further action is required at this timeIf I can be of any further assistance, or if you should require additional information, please do not hesitate to contact *** *** *** at ###-###-#### or ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
please contact me at ***i do not access to a computer or internet and can only be reached at ***thank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Case: ***
1800Mattress.com is in receipt of the complaint filed by *** ***The results of *** ***’s mattress inspection revealed that the
mattress did not meet the manufacturer’s standards, however, the report
indicates the mattress had a
blemish, which is a condition that voids the
manufacturer’s warranty. Pursuant to the terms of the manufacturer’s warranty, which states “The warranty does not apply
to: Mattress damage due to any product found to be in an Unreasonably
Unsanitary Condition which would include bodily fluids, *** *** ***
or other substances,”, *** *** was not entitled to exchange of his mattress
However, *** *** advised that he would provide us with photos confirming that
the mattress was free of stains or blemishesWe will further follow up with
*** ***
If you need further assistance please contact *** *** at ###-###-#### or ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** *** additionally, they also sent me a mattress cover which I had priced with them at no cost to meI found that a very nice gestureThey DO need to make some changes in how they do business, however, they finally made a suitable effort to assuage my frustrations and so you can close this now

Case
# ***
"text-align: justify;">Mattress is in receipt of
your inquiry regarding *** ***
Upon
receipt of this complaint from your office *** ***’s invoice was accessed
and the manufacturer of the “Nations Pride” is no longer operational and/or
activeIn an effort to assist the consumer we will offer her the
opportunity to take advantage of our employee pricing which will allow her to
select another bedding set at a deeply discounted employee price
As
an additional accommodation to *** *** in conjunction with the
accommodating pricing we will offer a minimal partial credit from her invested
amount. There will be no offers of monetary relief
Our offer will remain open
since we have attempted previously to resolve *** ***’s complaint; we
believe that no further action is required at this timeIf you have any
further questions please contact *** *** at ###-###-#### or ***

Case #: ***
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On January **, 2014, *** ***
contacted 1800Mattress.com Warranty Department claiming that the mattress he
purchased in May 2013was saggingSince this would be a potential warranty
issue, we coordinated for an inspection of the merchandiseOur third party
independent inspection company completed inspection for *** *** and the inspection
results revealed that the mattress was not up to manufacturer’s standardsPursuant
to the manufacturer’s warranty guidelines, we agreed to replace *** ***’s
mattress
On February **, 2014, a credit
letter was mailed to *** *** advising him that mattress was found to be defective
and he had a store credit in the amount of $We also advised *** *** that
he had days to utilize this creditOn February **, 2014, *** *** contacted our Warranty Department
to discuss the terms of his credit letterHe requested a refund of $because he did not want to purchase
another mattress online through 1800Mattress.comWe advised *** *** to
visit one of our Sleepy’s showrooms to complete his selection*** *** refused
our offer because there was no Sleepy’s showroom in his areaHe also requested
a one year extension to his credit letterWe advised *** *** that we could not extend his credit letter for
a yearDissatisfied *** *** filed a complaint with your agency
Upon receipt of this complaint
filed with your office, we reached out to *** *** on February **, We advised
*** *** that we have a ‘No Refund Policy’ and we are unable to accommodate
his requestHowever, we advise the customer that there is a Sleepy’s showroom
approximately miles from his address where he could visit to complete his
selection*** *** again advised that the distance was too far and he would
not be able to drive to this showroomWe advised the customer that he could shop
around his local area and call us with a few mattresses that he would be interested
in so we could review if comparable models are available in our inventoryWe
have also extended *** ***’s credit letter to March **, 2014, which would allow
him additional time to complete his selection
If we can be of any further
assistance, please contact *** *** at ###-###-#### or email ***

Case #: ***
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On January *, 2014, *** ***
placed an order for a Sealy Cushion Firm Euro Pillowtop queen size mattress
from 1800Mattress.com At the time of confirmation
of the sale it was relayed to the consumer that she was not eligible for a
Comfort Guarantee exchangeOn 1800Mattress.com website and terms and
conditions it states that consumers in West Virginia are eligible to take
advantage of our Comfort Guarantee Policy, however, only certain areas in West
Virginia are eligible for a Comfort Guarantee.
Upon receipt of this complaint
from your agency, a Customer Relations representative reached out to *** *** and
offered her a store credit for the purchase price of her mattress as an
accommodation to herWith this credit *** *** may select another mattress of
her choice of equal or greater valueIf *** *** selects merchandise of a
greater value she will be responsible to pay the difference plus taxSince *** *** resides outside of our footprint, she will be responsible to pay the transportation
fee of $157, plus tax. *** *** accepted
our offer. She will keep the original
mattress with no warranty coverage and the new mattress will have a full manufacturer’s
warrantyWe sincerely apologize for any inconvenience this may have caused *** ***We communicated to our management regarding changes that must be made to
our website and terms and conditions
Since we have resolved *** ***’s complaint to her satisfaction, we believe that no further action is
required at this timeIf I can be of any further assistance, or if you should
require additional information, please do not hesitate to contact *** *** at
###-###-#### or ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedThank you for your assistance in this matter
Sincerely,
*** ***

Case # ***
1800Mattress is in receipt of your rebuttal regarding *** ***.
Unfortunately; our position remains the same we are unable to offer any monetary refund at this present time or in the futureWe apologize for any inconvenience this may cause *** ***.
Since we have reviewed the consumer’s complaint we believe that no further responses are requiredIf I can be of any further assistance or should you require additional information please do not hesitate to contact me *** *** at ###-###-#### or ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I have contacted the seller regarding the proposed settlement they offered in their previous response to Revdex.com and I am awaiting for their approval after I forwarded items of interest (one from their store and one from a local one)I went to one of their stores and to another local store as they suggested and forwarded my request (suggestions) to *** *** ***. Once I see that their proposed settlement gets honored as they suggested, I will be more than happy to close this disputei do not feel that I should close the dispute until I see that they are honoring their proposal. I am for now responding as such because of the time limit I have to keep this dispute open until I hear back from seller
thank you
*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
This is follfor the above-referenced matterOn November *, 2014, *** *** spoke with *** *** *** of Mattress after leaving several unanswered voicemail messages which she confirmed she receivedAfter a lengthy discussion, *** *** ***'s resolution to this matter would be for *** *** to pay Mattress an additional $for another mattress and box spring and she will compensate him by giving him the bed frame for free to resolve the complaint*** *** does not understand how this offer resolves the matter as he would now be purchasing the product for a third time should he choose to accept this offerThis is not a resolution but merely another sales pitch to generate revenue for the company
When he exchanged the Beautyrest Recharge for the Sealy which was supposedly a better mattress, he paid Mattress additional money for this "superior" mattressNow only after a few months of use the "superior" mattress and box spring are defective as noted by their own inspectorIt appears that Mattress is in the practice of having consumers who are dissatisfied with their products to offer them another product at additional cost to the consumerThis is extremely appalling and we continue to grow increasingly frustrated over this matter
*** *** ***'s recommendation to resolve this matter is unsatisfactory and we find this matter to be unresolvedPlease advise of the next steps in which we need to take in order to resolve this matter amicablyAgain *** *** is requesting that the products be replaced at no cost to *** ***
Please contact either myself or *** *** for any additional questions
Best regards,
*** *** ***
*** ***
*** *** ***
*** *** ***
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The business' response is not a new one, but the exact same response to which I replied on July **. I stated in that response that I felt the offer of $to cover half of the delivery fee was still unfair, since the mattress and "knock down base" which was assembled in my son's room was brand new when the problems occurred. Therefore, the business should be responsible for standing behind their product. I don't feel that after paying almost $on a product, that I should pay anything if it needed to be replaced through no fault of my own.
Please see my entire response which was already made on July ** in this file.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Case #***
On April
**, 2016, a Customer Relations Representative reached out to *** *** to address her concerns*** *** advised that her full size King Koil mattress does not measure 8” as indicated on the Sleepy’s website*** *** was offered the option of an exchange or a piand refund of mattressAn even exchange for the mattress was completed on May *, Since we have satisfactorily resolved her complaint, we believe no further action is requiredIf there are any other questions or concerns, please contact Karen M*** ***or ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I am forwarding the attached documents which were faxed to 1800Mattress on Wednesday, October **, The initial letter to 1800Mattress was faxed on Wednesday, September **, *** *** and I have been attempting to resolve this matter as the defective mattresses is causing additional health issues to him
In response to our initial letter to 1800Mattress, representative *** scheduled an inspector to visit *** ***'s residence to inspect the mattressOn October *, an inspector confirmed that the mattresses were indeed defectiveTo date we have not received a response from 1800Mattress in regards to the inspector's findings nor provide a resolution to this matterIt is imperative that *** *** has a non-defective mattress to sleep on as stated by his treating physician
Your assistance is much needed and appreciated in resolving this matter for *** ***Please do not hesitate to contact either myself or *** *** for any additional informationThank you
Best Regards,
*** ***
*** ***
***
and
*** *** ***
*** ***
***

Case #: ***
Sleepy's is in receipt of the rebuttal regarding *** ***
As stated in the previous response *** ***s merchandise has been removed and her invested amount of $1,711.99, restoredIf the consumer has any additional questions or concerns regarding her restored refund she should direct those inquiries to her financial institution.
If I you require additional information please do not hesitate to contact *** *** at ###-###-####

Case# *** On October **, 2014, *** *** received delivery of queen size King Koil mattress setOn February **, 2015, *** *** contacted our Customer Service Department stating that the mattress was visibly saggingSince this was what would be a potential warranty issue, we
coordinated for an inspection of the merchandise. On March *, both the King Koil queen size mattress and box spring were inspected by a third party independent inspection companyBoth the mattress and the box spring were found to be up to the manufacturers standards and not eligible for replacement through the warrantyOn March **, 2015, *** *** was advised of the outcome of the warranty claim and offered the option of another inspection of the merchandise after September, 2015, which she declined. Dissatisfied, *** *** filed a complaint with your AgencyOn May *, 2015, a Customer Relations Representative contacted and spoke to *** ***She was advised that in an effort to resolve the complaint and as a gesture of goodwill, Sleepy's would honor a courtesy store credit for the queen size King Koil mattress and box springShe was informed that she would receive a credit for the mattress and box spring for the purchase price of $plus tax*** *** accepted the offer and the exchange is scheduled to be completed on May **, Since we have resolved the complaint for *** *** to her satisfaction, we believe no further action is requiredIf there are any questions or concerns, please contact *** *** at ###-###-#### or ***

Case #* ***
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On January *, 2014, ***
*** contacted our Customer Service Department claiming that the mattress
she purchased from 1800Mattress.com was saggingSince this was what would be a
potential warranty issue, we coordinated for an inspection of the
merchandise. The third party inspector
found that although the mattress did not meet the manufacturer’s standards, it
was being used on a frame with improper support, thus voiding the
manufacturer’s warranty. At the time of
delivery, *** *** received a copy of the manufacturer’s warranty, which
clearly states that conditions not covered under the warranty include
“Structural damage from using an improper bed frame. Use of an appropriate frame with center
support will ensure the validation of your warranty.” Sleepy’s could not honor *** ***’s
request for a warranty exchange because of the improper support she used with
his mattress. *** *** was also
informed that in order to request service under the terms of the warranty, it
is the customer’s responsibly to follow the guidelines of the warranty.
Although *** *** did
not adhere to the terms of the warranty, and contrary to Sleepy’s
well-established policies, but as an accommodation to her, we are offering her an
even exchange of her mattress provided *** *** purchases a frame with
center support. *** *** agreed to
this offer and will be receiving her mattress on 1-**-
Since we have satisfactorily
resolved *** ***’s complaint, we
believe that no further action is required at this time. If I can be of any further assistance, or if
you should require additional information, please do not hesitate to contact
*** *** at ###-###-####, or ***