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 been resolved, as long as they keep their promise and  reimburse us for the mattress. per [redacted], Manager. We have purchased another mattress from another retailer and their company will be picking up the mattress without their boxspring, as they stated. They do need the boxspring, so it wil be discarded. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Case #: [redacted]Sleepy’s is in receipt of the rebuttal regarding [redacted].  Upon receipt of the rebuttal from your office [redacted]’s invoice was accessed once again and thoroughly reviewed. On May **, 2015, our records indicate the consumer was reminded of the ten year warranty associated with the mattress protector. [redacted] the manufacturer of the mattress protector is their own separate entity and it is the responsibility of the consumer to contact the [redacted] in the time they allot to report the stain or mat pad failure. The consumer advised the [redacted] the mattress protector was not removed for a period of years which prohibited the consumer from recognizing the stain. The guideline of the mattress warranty is for the consumer to maintain the merchandise in a sanitary condition free from rips, stains, tears and burns. Once [redacted] is contacted in the time specified the consumer would have been provided a cleaning kit via [redacted] to remove the stain and if that was unsuccessful an alternative option would have been suggested. Unfortunately; we are unable to offer [redacted] any monetary compensation as she has been previously advised. We are aware of the consumer’s dissatisfaction however; the offer of the accommodation accessories still remains an available option for the consumer.      Since we have reviewed the consumer’s rebuttal and our position remains the same, we believe that no additional responses are required at this time. If you should require additional information, please do not hesitate to contact me at ###-###-#### or [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:

Even after complaining I did not recieve my futon matress yet nor did I recieve my written apology letter.It is a shame on their part that despite of ordering on 08/**/16 with an promised delivery date of 08/** , I DID NOT recieve it till date.The sales rep from 1-800- mattress spoke to us that we will not recieve it untill second week of october and asked us if we still wanted it. NOW my question is why would we place an order if we do not need it. Secondly they have been delaying the delivery date by every week and playing the same game till date.Thirdly does the business think that they can lure and satisfy customers just by complimenary sheets for all the two months of waiting , and all the pain and discomfort we have gone through by offering our bed to guest and sleeping on floor.And last but not the least, I do not know how many customers have fallen into their trap seeing the quick delivery date and might have placed an order with them. If I knew this prolonged deliverY time before I would not have placed an order with them.IF the 1800 MATTRESS is really feeling sorry and want to offer us some thing please let them deliver the mattress free of cost and issue us a full amount of $479.03 which I paid for my order  on 08/**/2016. so that they will avoid giving the customers the wrong delivery date .
thanks
 
 
 
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 find that this resolution is satisfactory to me and the matter has been resolved.
I wish they addressed the poor customer service but at this point, I am moving on. Thanks for your help! 
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 was notified today that someone would be in contact with me to check the mattress. I 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 21 days to [redacted], or to another rep from mattress.com to tell him to get in touch with me. Each 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 10 year warranty and mI believe that they shoudl stand behind their warranty absolutely. I 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]

Case #: [redacted]
1800Mattress.com is in receipt of the rebuttal regarding [redacted]. 
Upon receipt of the rebuttal a member of our Customer Relations Department reached out to [redacted] to discuss his dissatisfaction and offer other alternatives. [redacted] was unwilling to conduct a conversation. 
As a result the offer remains the same unwavering as accommodating pricing on any newly selected merchandise (excluding Tempur-Pedics, Comforpedic, and Stearns and Foster brands) he will be responsible to pay the transportation charge in the amount of $99.99, plus tax, if a delivery is requested.  The consumer does have the option to utilize a store pick up if so desired. 
Since we have attempted to discuss [redacted]’s dissatisfaction with him with no success, we believe at this time that no further responses are 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 [redacted] at ###-###-#### or [redacted].

At this time, I have been contacted directly by 1800Mattress.com regarding complaint ID [redacted]
My complaint has been addressed and resolved
thank you
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Case# [redacted] Upon receipt of a Rebuttal filed by [redacted] with your agency, a Customer Relations Representative contacted her on May *, 2016 to address her concerns. [redacted] advised that at time of delivery she did not have a stain on her full size Simmons mattress. [redacted] was asked to submit a photo of her mattress in effort to validate her claim. She informed the Representative that she had purchased a new mattress elsewhere and had disposed of her existing Simmons mattress. [redacted] was advised that in accordance to her Simmons warranty, we can only provide credit for merchandise that is free of any rips, stains, tears and burns per the manufacturer’s requirements. Furthermore, the existing product would need to be returned. [redacted] stated that since she got rid of the Simmons in question, there is nothing more that needs to be done and terminated the call. At this time we believe no further action is required. Should you require any additional information, please feel free to contact Kuina C[redacted] at ###-###-#### or [redacted].

Mattress ordered on July [redacted], but delivered on July [redacted]. The mattress was what they call, "A National Order." The mattress had to be built, ans sent from the factory. The date of manufacture was 9 days before delivery. I am pleased to have a brand new mattress, but ordering one to be built added weeks to the delivery date.

Case #: [redacted]
 
On January **, 2014, [redacted] made a selection of a full size Sealy mattress only and requested one
removal from his residence on the day of delivery. 
On June **, 2014, the...

consumer contacted our corporate office with claims of the mattress he purchased in
January 2014 was sagging. Since this was what would be a potential
warranty issue, we coordinated for an inspection of the merchandise. The
results of the inspection revealed [redacted] was utilizing the
mattress on his own personal foundation/box spring, which was impressed 3/4 of
an inch thus providing improper support. 
[redacted] was advised in accordance to the manufacturer warranty
guidelines this is a condition that voids the warranty. Therefore, pursuant to
the terms of the warranty, [redacted]’s manufacturer’s warranty was void.
On June **, 2014, 1800Mattress.com received this complaint from your office. Contrary to the manufacturer’s
warranty and 1800Mattress.com’s well-established policies and procedures we are
offering [redacted] accommodating pricing on any newly selected merchandise
(excluding Tempur-Pedics, Comforpedic, and Stearns and Foster brands) he will
be responsible to pay the transportation charge in the amount of $99.99, plus
tax, if a delivery is requested.  The consumer does have the option to utilize a store pick up if so desired.
Since we have attempted to resolve [redacted]’s claim, 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 [redacted] at ###-###-#### or [redacted].

Case #: [redacted]
On January **, 2015, [redacted] contacted our Customer Service Department claiming that the king size Stearns and Foster mattress she had purchased from [redacted] in November 2011 was visibly sagging. Since this was what would be a potential warranty issue, we coordinated for...

an inspection of the merchandise. [redacted] sent [redacted] a home inspection kit via [redacted]. The results of inspection revealed that the mattress was found to be defective under the manufacturer’s warranty guidelines. Pursuant to the terms of the warranty, [redacted] agreed to exchange [redacted]’s mattress. On April *, 2015, [redacted] was informed by our Warranty Support Department of the warranty credit in the amount of $1428.29, plus tax, to reselect a new mattress. On April *, 2015, [redacted] went into her local showroom to reselect new bedding. The delivery was scheduled for April **, 2015. On April **, 2015, the scheduled day of delivery, upon attempting to exchange [redacted]’ s bedding, the delivery personnel noticed some discoloration on the old bedding.  [redacted] was informed that any stains present on the merchandise void the Manufacturer’s warranty and that the exchange could not be completed. As way of background, the bedding is required to be returned back to the manufacturer, therefore they stipulate in their warranty guidelines “This warranty does not apply to and excludes stains, soiling or burns.” [redacted] was advised again the warranty on the bedding to be exchanged was voided and therefore the delivery would not take place and the exchange cancelled. This same day, [redacted] returned to her local showroom to express her concerns. The Mattress Professional on staff contacted the Warranty Support Department stating [redacted] had pictures which did not reflect any discoloration or stains on the mattress. The Mattress Professional was advised a new delivery date could be set for a different set of drivers to do [redacted]’s exchange. [redacted] refused and informed she would purchase elsewhere. Upon receiving [redacted]’s complaint from your Agency, [redacted] Customer Relations Department contacted [redacted] and offered store credit for the original price paid of $1428.29, plus tax to use towards a new purchase in the future. [redacted] accepted the offer stating her son needed a new bed. [redacted] was asked to contact the Customer Relations representative upon reselecting new bedding to have the accommodation credit applied. We believe that no further action is required at this time.  However, if I may be of further assistance, please contact [redacted] at ###-###-#### or [redacted].

Case # [redacted]
On January **, 2016, [redacted] purchased from 1800Mattress, a queen size Stearns & Foster mattress. Since [redacted] delivery address is outside of our delivery service area, Sleepy’s arranged for a third party company to make the delivery.  The shipping company...

will then contact [redacted] to coordinate a delivery date and time once the merchandise has arrived at their facility.On February **, 2016, [redacted] contacted our Customer Care Department stating that the shipping company called her to schedule delivery for February **, 2016 but the delivery never arrived. [redacted] requested to cancel her order for a prompt refund. Upon reaching out to our National Delivery Department, it was confirmed that the carrier had an unexpected delay in delivering the merchandise. [redacted] was advised her request to cancel order was submitted but she would be subject to a 20% restocking fee off the retail price of the merchandise. 
Upon receiving the complaint filed with your Agency, a Consumer Relations Representative reached out to [redacted] to no avail. A detailed message was left informing that she had been refunded her full invested amount of $1160.99. Due to the uncustomary delivery delay, she will not access the normal restocking fee of 20%. 
We sincerely apologize for any inconvenience the delay has caused [redacted]. We believe that no further action is required at this time. However, if I may be of further assistance, please contact Chanelle R[redacted] at ###-###-#### or [redacted].

Case # [redacted]
On June *, 2016, [redacted] contacted our corporate office and escalated to a Customer Care Supervisor regarding her delivery experience.  The consumer was advised the third-party independent trucking companies are independently owned and operated nonetheless; her...

concern and feedback will be brought to the attention of the Operations Department for additional review. On June *, 2016, [redacted] emailed our Customer Care Department requesting compensation for her delivery experience. The consumer was extended the offer of discounted accessories; she did not find the discounted price reasonable, and refused our offer. [redacted] once again; contacted our Customer Care Department and escalated to a Supervisor.  [redacted] at that time was offered a set of sheets at no cost for the inconvenience, she accepted this offer. 
The consumer was provided with an email confirmation referenced on case number [redacted]. The sheets were delivered via [redacted] on June, ** 2016, in accordance to tracking number [redacted].
Should you require additional information please feel free to reach out to Kuina C[redacted] at ###-###-#### or [redacted].

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

Case#: [redacted]Sleepy’s is in receipt of the second rebuttal filed by [redacted]. We are pleased to advise the complaint filed by [redacted] is resolved. On November **, 2014, Sleepy’s sent the frame to [redacted]’s son in [redacted] via [redacted]. The tracking number is [redacted].If we can be of any further assistance or if you should you should require additional information, please do not hesitate to contact [redacted] at ###-###-#### or at [redacted].

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

Case [redacted]
On July **, 2015, [redacted] purchased from [redacted] a full size Sealy mattress and box spring set. Her delivery was completed on July **, 2015.
On July **, 2015, [redacted] contacted [redacted] Customer Care Department to inquire on a comfort exchange for her bedding; she was advised by the Representative to contact her Mattress Professional for further assistance. A comfort exchange was processed and delivery was completed on July **, 2015.
On September **, 2015, [redacted] contacted [redacted] Customer Care Department regarding a potential warranty claim; an inspection of her merchandise was coordinated. [redacted] would be required to conduct a self-inspection of the possible defect reported by taking the necessary photographs and completing a questionnaire. 
On December **, 2015, since there was no response from [redacted] through our third party Inspection Company, the service invoice was cancelled.
Dissatisfied, [redacted] filed a complaint with your agency. A Customer Relations Representative reached out to [redacted] on Feb *, 2016 to further assistance. [redacted] expressed how uncomfortable she is on the mattress due to severe lumps. She also advised she does not have the capabilities to complete the self-inspection kit and cannot sleep on her mattress any longer.  In pursuit of customer satisfaction, we offered to accommodate her with a one-time warranty credit of $640.13, plus tax.  [redacted] re-selected to a Simmons product of greater value and she is aware that she will be responsible for the price difference of $231.22 (tax included); the exchange was completed on February **, 2016.
Since we have resolved [redacted] complaint, we believe no further action is required at this time. If I can be of any further assistance, please contact Karen M[redacted] ###-###-#### or [redacted].

Case #: [redacted]
On May **, 2014, [redacted] purchased from 1800Mattress a queen size [redacted] Luann luxury firm mattress and box springs.
On October *, 2014@5:53pm, the consumer contacted our Corporate office where all calls are recorded and advised she was...

dissatisfied with the mattress due to its tufting. The consumer was advised that a topper could be offered to assist her with comfort; in the interim an e-mail will be sent to her salesperson to provide additional assistance.  
On October **, 2014, 1800Mattress corporate office received this complaint from your agency; we were unaware of the consumers continued dissatisfaction.  Upon completion of the sale the consumer received an e-mailed copy of Mattress.com terms and conditions which states:
If you determine at any time, up to 21 days after delivery, that you are not completely satisfied with your mattress, Mattress.com will allow you to exchange it for a new mattress under the following terms and conditions:
If you wish to make an exchange, contact Mattress.com no later than the [redacted] day after the original delivery date. NOTE: All exchanges must be completed no later than 28 days from the original delivery date. This means that if you call customer service on the [redacted] day after delivery, you must be available to re-select a mattress and schedule the exchange and delivery within the following seven (7) days. 
While we are aware of the consumer’s claims of attempting to reach her sales professional, however; due to the elapsed time period we are unable to offer a Comfort Exchange. The previous offer made of a topper deeply discounted utilizing employee pricing is still available for the consumer to take advantage of.  [redacted] may contact me at the number listed below to process the employee pricing accommodation. 
Since 1800Mattress has reviewed the consumer’s complaint, we believe that no further responses are required at this time.  However, if I may be of further assistance please contact [redacted] at ###-###-#### or [redacted].

Case #: [redacted]
On March **, 2014, [redacted] received delivery from 1800Mattress.com of a queen size Simmons Beauty Rest Recharge Firm mattress and box spring set. 
On April *, 2014, [redacted] contacted our Customer Service and informed us that his mattress...

was showing signs of visible indentations.  As a result, we coordinated for an even exchange of his mattress.  Delivery took place on April *, 2014. 
On May *, 2014, [redacted] contacted our Customer Service Department stating the mattress delivered almost four weeks prior was again showing signs of visible indentations. [redacted] requested to exchange to a different mattress. He reselected a Sealy Posturepedic Cushion Firm queen size mattress and received delivery on May *, 2014.
 
In an effort to resolve [redacted]’s complaint, 1800Mattress is willing to dispatch a third party independent inspection company to [redacted]’s home to determine whether the mattress is meeting manufacturer’s warranty standards. If in fact the mattress is deemed defective we will offer store credit of the purchase price paid of the defective item. If the merchandise is found not to be defective, we can offer a Corporate Discount on a new mattress purchase equivalent to an employee discount. 
If [redacted] would like to take advantage of this offer, please have him contact [redacted] at ###-###-#### or via email at [redacted].

Case [redacted]On July **, 2015, [redacted] purchased from Sleepy’s a full size Sealy mattress and box spring set. Her delivery was completed on July **, 2015.On July **, 2015, [redacted] contacted Sleepy’s Customer Care Department to inquire on a comfort exchange for her bedding; she was advised...

by the Representative to contact her Mattress Professional for further assistance. A comfort exchange was processed and delivery was completed on July **, 2015.On September **, 2015, [redacted] contacted Sleepy’s Customer Care Department regarding a potential warranty claim; an inspection of her merchandise was coordinated. [redacted] would be required to conduct a self-inspection of the possible defect reported by taking the necessary photographs and completing a questionnaire. On December **, 2015, since there was no response from [redacted] through our third party Inspection Company, the service invoice was cancelled.Dissatisfied, [redacted] filed a complaint with your agency. A Customer Relations Representative reached out to [redacted] on Feb *, 2016 to further assistance. [redacted] expressed how uncomfortable she is on the mattress due to severe lumps. She also advised she does not have the capabilities to complete the self-inspection kit and cannot sleep on her mattress any longer.  In pursuit of customer satisfaction, we offered to accommodate her with a one-time warranty credit of $640.13, plus tax.  [redacted] re-selected to a Simmons product of greater value and she is aware that she will be responsible for the price difference of $231.22 plus tax; the exchange was completed on February **, 2016.Since we have resolved [redacted] complaint, we believe no further action is required at this time. If I can be of any further assistance, please contact Karen M[redacted] ###-###-#### or [redacted].