1800Mattress.com

Case #: [redacted]
1800Mattress.com is in receipt of your rebuttal regarding [redacted]. 
Upon receipt of the rebuttal another attempt to reach [redacted] was made with no success where a message was once again left at ###-###-#### an attempt was made at the alternate number [redacted] where [redacted] was reached and she advised the merchandise and concern regarding the delivery was hers and not her daughter [redacted]. 
In an effort to resolve [redacted]’s complaint her concerns were discussed and understood. However; the consumer was reminded the Knockdown box (box spring) in question was in fact not defective and the exchange was a Customer Centric courtesy and a refund is not in order. Due to the consumer’s extreme dissatisfaction in an effort to resolve [redacted]’s complaint we are willing to split the $99.99 delivery fee in half thus refunding [redacted] $50.00 only. [redacted] has concluded that she would like to review the offer and follow up with me at a later time.   
Since we have reviewed the consumer’s complaint and currently awaiting the consumer’s response/decision we believe that no further responses are required. However, if I may be of further assistance, please contact [redacted] at ###-###-#### or [redacted]

Case#: [redacted] 
Sleepy’s is in receipt of the rebuttal regarding [redacted]. 
To reiterate our previous response, our offer remains unwavering; as an employee discount on a 
newly selected mattress (excluding Tempur-Pedic, Sealy Cool Sense, Serta I Series, and Serta Cool 
Elegance). [redacted] may take advantage of this offer which reflects a deep discount on the 
newly selected bedding set of his choice. We will provide the [redacted] with a complimentary 
frame mimicking the support the manufacture is seeking for the merchandise. Applicable 
delivery fee will apply.   
 
There are no additional offers being made in regards to the consumer’s complaint. [redacted] may contact me utilizing the information below to assist with the processing of the accommodation.  If you should require additional information or in need of further assistance please do not hesitate to contact me  [redacted] at ###-###-#### or [redacted] to further discuss.

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:
 
[Your Answer Here]
 1800 Mattress did contact us via phone and spoke to my husband.  The company offered the same response to our complaint however the representative stated that the company was annoyed by our complaint.  The representative was rude and discourteous on the phone towards my husband. 
This is no way to treat a customer or solve an issue. 
We are not accepting the company response to our complaint.  We stand by our original claim of false and deceptive practices by 1800 mattress and the false claims written by the "inspector" in regards to our mattress.  The inspection report was written falsely to accomodate this company and benefit them monetarily.   It is unfair and dishonest and serves only to competely benefit this company.  The warranty becoming null and void is in direct resaponse to the negative, falsely written report of the inspector which in turn also serves to benefit 1800 mattress. 
Over the years there have been numerous complaints filed against Sleepy's which owns and operates 1800 Mattress and 1800 Mattress itself resulting in monetary settlements to the consumer. (See Revdex.com, NY, NJ, CT Attorney Generals Office, Consumer Affairs) There are also numerous complaints filed by other consumers against this company (See RIPOFF, 1800 Matress Reviews).
It is unfortunate that a business can operate in such a fashion and treat its customers so poorly.   We purchased many mattresses from 1800 Mattress and Sleepys over the years and would have purchased in the future, however, because of the negative feedback, response and lack of decent customer service along with deceptive and false practices, we will NEVER purchase from this company again. 
 We stand by our original claim that we purchased a defective mattress from 1800 Mattress and that our support system/box spring and bed frame are NOT defective or unsupportive.  We once again request a full refund of our money.  We do hope that this unfortunate situation can be resolved to our full satisfaction and a full refund of the money we paid for the mattress is returned.  Thank you for your time.
Sincerely,
[redacted]

Review: This would be the second time in less than 2 years that we have put in a claim due to our mattress. The 1st time, they determined that we simply needed a new box spring on ONE side of the bed, even though I disagreed because the mattress had 2 deep impressions, on either side of the bed. I just put in another claim and this time they came out and said that the impressions were not deep enough. When I disputed the decision this time, suddenly they changed their mind and said they were denying the claim because there were minor stains on the mattress and said that we should have had our mattress protector on the mattress at all times, which we DID. They forced us to pay $843.48 for a new (discounted) mattress and box spring. When we went to take off the protector that had been on our mattress 24/7 since it was delivered over 3 years ago (under a 10 year warranty), I saw 3 large rips in the underside of the protector, which is how we ended up with any stains. I would like to attach the pictures of their defective mattress protector which was responsible for the minor stains, which I was able to clean with a single spray of stain remover, but I do not see that option here, so if there is a way to do so, please contact me, thank you. I am looking to have the $843.48 that we had to pay for a new mattress since they wouldn't replace the old one, even though the only "damage" was due to a defect in their own product.Desired Settlement: I would like to be reimbursed for the money we had to pay for the new mattress and box springs, due to their denial of our claim.

Business

Response:

Case# [redacted]On July **, 2011 [redacted] received delivery of king size Sealy mattress set. On March **, 2015 contacted out Customer Service Department stating that the mattress was visibly sagging and making noise. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. On April **, 2015 both the Sealy king size mattress and box springs were inspected by a third party independent inspection company. The mattress was found to have stains. Pursuant to the terms of the manufacturer warranty, the customer would not be entitled to an exchange of the mattress as any stains, tears, rips or burns render the warranty void. On May *, 2015 [redacted] was advised of the outcome of the warranty claim and offered the option of making a purchase of replacement mattress but with employee discount pricing applied. [redacted] purchased a king size Sealy set that day which was delivered on May *, 2015. Dissatisfied, [redacted] and [redacted] filed a complaint with your Agency looking for a refund of the purchase price that was paid for the new merchandise on May*, 2015 as they felt the warranty inspection results are inaccurate. On May **, 2015 A Customer Relations Representative contacted and spoke to [redacted]. In an effort to resolve the complaint and as a gesture of goodwill, [redacted] was offered an accessory item at no cost as compensation for his dissatisfaction as we are unable to offer the refund that he is looking for. [redacted] declined this offer and advised she will continue to pursue her complaint. As we are unable to accommodate the customers’ request for a refund, we feel that no further action is required. If there are any questions or concerns, please contact [redacted] at ###-###-#### or [redacted].

Consumer

Response:

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:

[Your Answer Here]

Thank you for helping me proceed with my complaint. After I was told that I had to purchase a new mattress, I sent an email back to [redacted], the person I was dealing with at 1-800-mattress, which she, nor [redacted], the [redacted] I had spoken to when I disagreed with their decision, never responded to. Basically, I explained the same thing I will say here, the reason I am rejecting their offer. They called me after they were informed of our formal complaint with your organization and offered us a set of bed sheets or, if we didn't want the sheets, a pair of pillows, as compensation for not giving us a new mattress set. I declined, as I found it to be offensive to think that a set of sheets or pillows would be comparable to the $843.48 we were forced to pay for a new mattress and box springs after they said that our 10 warranty was void because there was a very insignificant water stain on the mattress. I also want to point out that they never said anything about my warranty until I disagreed with their conclusion that our extreme dips on either side of the mattress and the noisy coils in the box springs (which the examiner never even looked at) were not worthy of replacement. They then stated that the "stain" voided our warranty. I immediately sent them pictures of the mattress protector that was supposed to defend against any damage to the mattress. You will see in the pictures that the underside of the protector was damaged and ripped, which we were unaware of until the inspector took it off. We were instructed to keep the protector on at all times or the warranty would be void, so, since we followed directions and never took it off, we were not aware that the underside of the protector was faulty. We are still asking for a full refund, due to the fact that it was their own product that did not protect our mattress and thus voided our warranty. Thank you again for your help to resolve this matter amicably.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted] %

Business

Response:

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].

Review: Purchased a sealey starlight plush full mattress from 1800 matress and had the matress delivered on 01/**/2014 with warranty, order # [redacted]. From day one this matress has a slight sag in the middle that became progressively worse. On 6/**/2014 I called 1800 matres to complain and was given a service ticket #[redacted] to have this matress independantly inspected. On Thursday july *, 2014 the inspector arrived at our home, inspected the mattress in our presence and meassured a defect of over 2 inches of sagging on the mattress. He stated he would email his report and that there was definitely a visible defect of sagging and it could be seen immediately.

On wednesday July *, 2014 I called 1800 matress to inquire about the status of this claim/inspection and was told the warranty was void because it was the fault of a defective box spring and no middle support for the mattress....COMPLETELY FALSE. The bed frame was an expensive $600 bed frame of solid wood with complete support in the middle and all sides for a mattress and the box spring was not at broken or defective. The only person sleeping on this bed is a 2 year old child. This is a scam on the part of 1800 matress. The mattress is only 6 months old and had a valid warranty. The inspectors report was falsely made and now we are without a functioning mattress and a valid warranty to cover this defect. I have not received a copy of the inspectors report as of this date and was told it will be mailed.Desired Settlement: please honor the warranty and refund my full cash amount for this matress that is defective by no fault of mine. Thank you

Business

Response:

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].

Consumer

Response:

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 false 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 false 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. 1800 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.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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].

Consumer

Response:

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:

[Your Answer Here]

1800 Mattress did contact us via phone and spoke to my husband. The company offered the same response to our complaint however the representative stated that the company was annoyed by our complaint. The representative was rude and discourteous on the phone towards my husband.

This is no way to treat a customer or solve an issue.

We are not accepting the company response to our complaint. We stand by our original claim of false and deceptive practices by 1800 mattress and the false claims written by the "inspector" in regards to our mattress. The inspection report was written falsely to accomodate this company and benefit them monetarily. It is unfair and dishonest and serves only to competely benefit this company. The warranty becoming null and void is in direct resaponse to the negative, falsely written report of the inspector which in turn also serves to benefit 1800 mattress.

Over the years there have been numerous complaints filed against Sleepy's which owns and operates 1800 Mattress and 1800 Mattress itself resulting in monetary settlements to the consumer. (See Revdex.com, NY, NJ, CT Attorney Generals Office, Consumer Affairs) There are also numerous complaints filed by other consumers against this company (See RIPOFF, 1800 Matress Reviews).

It is unfortunate that a business can operate in such a fashion and treat its customers so poorly. We purchased many mattresses from 1800 Mattress and Sleepys over the years and would have purchased in the future, however, because of the negative feedback, response and lack of decent customer service along with deceptive and false practices, we will NEVER purchase from this company again.

We stand by our original claim that we purchased a defective mattress from 1800 Mattress and that our support system/box spring and bed frame are NOT defective or unsupportive. We once again request a full refund of our money. We do hope that this unfortunate situation can be resolved to our full satisfaction and a full refund of the money we paid for the mattress is returned. Thank you for your time.

Sincerely,

Review: I purchased a Simmons mattress from 1800Mattress on October **, 2013. I have purchased beds from them in the past and never had an issue. The bed arrived at my house on November *, 2013. After sleeping on it for a week it started hurting my back as well as my wife's. I contacted 1800Mattress to let them know that the mattress was too soft and I needed to exchange it for the same mattress just firm. I thought I had 30 days to exchange it after spending $1,770.99. After going back and forth for weeks, they then tell me that this is a "factory direct" sale and that I need to contact Simmons directly. They said I should have read the back of my receipt as it says in FINE print that since it is a "factory direct" sale that all sales are final and there are no exchanges. I've spent another three weeks going back and forth with Simmons directly. Simmons direction to me was that since 1800Mattress collected my money, I needed to talk with them directly for the exchange. I called 1800Mattress again only to hear the same thing, "You should have read the fine print on the back of your receipt". Who would ever spend almost $1,800 dollars for a bed that hurt their back and that they couldn't exchange? This is a completely misleading and inappropriate way of doing business. I have no idea what their "factory direct" purchase means as, I'm not in the business of selling mattresses.Desired Settlement: I'm asking to exchange the bed I was given for the same bed just their Firm version.

Business

Response:

Case #:

On

October **, 2013, [redacted] purchased from 1800Mattress a Simmons California

king size bed set. The purchase was made on web site 1800Mattress.com.

On

November *, 2013, [redacted] contacted our Customer Service

Department claiming that the incorrect boxes were ordered for him. The consumer

alleged that he was to receive a low profile box spring instead he was

delivered a standard height box spring and e-mail was sent to the National

Delivery department so they may assist.

On

November **, 2013, [redacted] contacted our Customer Service Department once

again as a follow up to his inquiry. [redacted] was advised that the National

Delivery Department had been contacted and he will receive a follow up call to

advise of the National procedure. [redacted] was advised that due to his

delivery address being outside of our delivery service area, his merchandise

cannot be readily exchanged. [redacted] was advised of the appropriate

procedure of contacting the manufacturer directly for assistance regarding an

exchange.

Dissatisfied

[redacted] filed a complaint with your office. Unfortunately, the procedure

remains the same [redacted] is required to contact the manufacturer directly and

have them assist him with any exchange concerns.

We

sincerely apologize for any inconvenience that this delay caused [redacted].

Since we have resolved the complaint to the customer’s satisfaction, we believe

that no further action is required at this time. If I may be of further assistance please

contact [redacted] at ###-###-#### or [redacted]

Consumer

Response:

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:

Unfortunately the suggestion of contacting the manufacturer direct was attempted without success. After 1800MATTRESS advised me to contact the manufacturer, I did. The manufacturer direct explained to me that since I PAID 1800MATTRESS, they were the ones that would need to assist me. The manufacturer said since they didn't collect the money for the mattress and that 1800MATTRESS did receive payment, they would be the ones to assist with the exchange. So 1800MATTRESS pointing the finger at the manufacturer and the manufacturer is pointing the finger at 1800MATTRESS. Me being the consumer is now stuck in the middle. Considering that 1800MATTRESS collected my money for the mattress, it made since that they should be the ones held responsible for the exchange. I've spent WEEKS going back and forth between the two entities. So, the suggestion of 1800MATTRESS to contact the manufacturer direct is simply a ploy to get their own customers off their back and place them onto someone else. It's obvious that the manufacturer doesn't want to assist someone that didn't pay them directly. So the Dissatisfied [redacted] followed the procedure he was instructed to without any resolution. The exchange concern remains to fall in the lap of 1800MATTRESS!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Case #: [redacted]

1800 Mattress is in receipt of

[redacted]’s rebuttal. Unfortunately, the procedure remains the same. [redacted] is required to contact the manufacturer directly due to his delivery

address and have them assist him with any exchange concerns. [redacted] can

reach out to:

###-###-####

If I may be of further

assistance please contact [redacted] at ###-###-#### or [redacted]

Consumer

Response:

I spoke [redacted] and he was to get back with me. He seemed very helpful but I have not heard back from him as of yet.

Review: I purchased a mattress on Friday, July [redacted], 2014 and decided to cancel the order (INVOICE #: [redacted]) on Monday, July [redacted]. I called to cancel the order, and was told over the phone that the order had been cancelled, but that I would need to wait for a refund to be processed until a [redacted] called me within the next 24-48 hours. A [redacted] did not call me within 48 hours so I called back on Thursday, July [redacted]. I was not able to speak to a [redacted] when I called, but a few hours later, [redacted] called me to confirm the cancellation of my order and told me I would receive a refund within 3-5 business days.

Today, August [redacted] 2014, I received a call from [redacted] to schedule the delivery of the order that should have been cancelled. I will not accept this delivery, and I expect a full refund for the cancelled order which I have not yet received. This complaint is being filed to ensure I receive a refund in the amount of $400.00.Desired Settlement: A refund in the amount of $400.00

Consumer

Response:

In reference to complaint ID [redacted], this matter has been resolved.

Sincerely,

Review: I purchased 2 twin beds and a king frame from 1800mattress June 2014. It was delivered, installed and old bed removed. I stated to the delivery guys that the mattress and box spring seemed very short. They assured me out was a good mattress set.

One month after I received bed was my first call to the company. They explained that the need was on the correct frame and it's normal for the bed to take time to adjust. One week later the box spring cracked. I called back the company and they offered me a credit at [redacted]. Their sister company.

Of to [redacted]. They have nothing comparable in price.

Bottom line... The frame that was sold for that bed was not correct. It didn't have enough support and both box Springs broke, mattresses were damaged from exposed wood. Ripped new comforter set.Desired Settlement: Would like a full refund issued for the amount of purchase

Business

Response:

Case #: [redacted]1800 Mattress is in receipt of your inquiry regarding [redacted]. Upon receipt of this complaint from your office [redacted]’s invoice was accessed and reviewed.On June **, 2013, [redacted] made a purchase of two Sealy twin size Austin Creek sets mattress, box spring and one metal bed frame. The consumer’s delivery was completed on June **, 2013. On August **, 2013, two months and eight days after the completed delivery the consumer contacted 1800Mattress.com with claims of the twin size mattresses sagging. As an accommodation to the consumer an immediate offer to exchange the twin size bedding sets was extended; the consumer opted to change manufacturer’s and selected a Carolina Mattress Guild twin Radiant mattress which inquired a difference of $130.00. On August **, 2013, at 6:30pm, the customer contacted our Customer Service Department and requested to cancel the exchange reflective of the Carolina Mattress Guild Radiant twin size mattress and have the additional funds of $130.00, refunded. The consumers request was honored the exchange cancelled and the refund issued. On January **, 2014, the consumer contacted our Customer Service Department via e-mail and requested to file a warranty claim; as a result the customer was directly contacted where a detailed message was left. On February *, 2014, the customer contacted our Customer Service Department with claims of the box spring being broken and the mattress was currently sagging. As a result an immediate exchange of the box spring was offered and a requested for an inspection coordinated. On February *, 2014, the technician from the third-party inspection company reached out to [redacted] to schedule and inspection of the merchandise. The customer advised the technician she is no longer required the inspection. On February **, 2014, after the consumer cancelled the inspection company via the third-party inspection she contacted our Customer Service Department. The consumer was offered the option of by passing the inspection and obtaining a store credit of $399.99, plus tax, with a reduced delivery fee of $49.99. On March **, 2014, the Mattress Professional from [redacted]’s local area reached out to our Customer care on the consumer’s behalf and advised the consumer was undecided at this time about her mattress selection utilizing the approved store credit. On June **, 2015, 1800Mattress was surprised to receive this complaint from your office fifteen (15) months after a proposed resolution of a store credit. At this time if the consumer has a concern in regards to the bedding an in-home self-inspection will be required to be completed. The consumer can utilize the contact number below to coordinate the mailing of the in-home self-inspection kit. Upon inspection of the merchandise any defects located will be depicted and an exchange will be able to be offered in accordance to the manufacturer’s warranty guideline. Sine we have reviewed the consumers complain and offered an resolve we believe no additional responses are required at this time. If I can be of any additional assistance please do not hesitate to contact me [redacted] at [redacted] or [redacted]

Consumer

Response:

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 received phone call, no name, no contact information. She stayed she would call me back end of business day. This did not happen. I called back but did not get back to the correct person because had no contact information. The bed in question has been discard ed of. Had been sitting for a month and the city had issues my family's warning. I am attaching photos, if you ask 1800 mattress, they will tell you the bed frame that was purchased with the bed sets was not the correct frame for the 2 twin beds. This is what caused the damage.Thank you[redacted]

Consumer

Response:

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 do not wish to receive a credit towards a bed that the sales man wanted to sell me. The bed was damaged because there sales team sold the wrong frame to go with the mattress/ box spring set that was purchased at the same time.The needs at sleepys were much to expensive even during there sales events. I went to sleepys 3 seperate time to do the exchange with my credit. Purchasing a $3000-$6000 set was completely out of my range. Each time went in the sales associate contacted corporate to verify my credit.I could not wait to sleep on a bed that was not broken, had a board to give support. I am still looking to gain reimbursement for said purchase.[redacted]

Business

Response:

Case #: [redacted]1800 Mattress is in receipt of [redacted]’s 2nd rebuttal. In review of the consumer’s rebuttal our offer and position remains the same we are unable to offer [redacted] a monetary refund due to her election of purchasing another set of bedding elsewhere. While we are aware as mentioned of the consumer’s dissatisfaction we have stepped outside of our established policies and procedures to assist and resolve. The offer of a store credit will remain available for the next five (5) business days. If I can be of any additional assistance please do not hesitate to contact me Chanda N[redacted] at ###-###-#### or [redacted].

Review: I placed an order for a box spring and a bed frame on 01/**/2015. The order was supposed to be delivered on 01/**/2015. On 01/**/2015 they delivered the box spring,but the bed frame was missing some parts. The delivery guy made arrangements and the bed frame was supposed to be delivered on 01/**/2015 between 8 am and noon. My wife and daughter were home awaiting the delivery. My cell phone was the phone number they had on record to call. I was working and was unable to answer my my phone when they called me. I checked my voice mail at 9 am and they left me a voice mail around 810 stating that they were going to attempt delivery. I called my wife and no delivery attempt was made. I immediately called the company, and they claim the driver attempted to make the delivery to a brick house with a white door. My house is brick with a black security screen door in front of a brown door. I told them to just cancel the bed frame. As of today I still have not received the refund for the bed frame. A lot more happened to make me feel that the customer service department is less then adequate which made me contact your company.Desired Settlement: All I want is my refund of $149.99 plus the delivery/set up charge of $39.99 plus sales tax. There was no bed frame to set up, so they did not set up anything. There was nothing for them to remove either.

Business

Response:

Case#: [redacted] We have reviewed [redacted]s claim and are pleased to advise the complaint filed by [redacted] is resolved. On January **, 2015, 1800Mattress refunded $163.30 back to the [redacted] card on file ending in [redacted]. In regards to [redacted]s request for the delivery charge to be refunded, this offer would not be accommodated. [redacted] received a delivery of his Classic twin size box spring on January **, 2015 and the said charge is for services rendered.We believe no further action is necessary. 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].

Review: (problems ) I fell the springs when I sit or lying on my bed. rec'd two queens size mattress bower visco et on 9/24/08 its 5yrs old now. I have a 15yrs warranty I order from 1800 mattress from steinway sy queens. so in may26, appt was cancel, june 1appt cancel again. 3rd appt june 8 he came. not so friendy but very business like. mr lee took some pic and said the company will send you a letter. he did explain nothing and did ask any question at all. I ask him to lie on the bed. he said he was not allow to. I call betty more than once from may to june to see if any appts I ask for the tech last name she said she could not do that. I dont know why not. my mattress still looks new because I take care of it. its cover up with a mattress cover. I very dissapointed on how this business was handle when I give 1800mattress/sleepy 1322.19 dollar si was a very VALUEABLE CUSTOMER now no ONE CARES .why is there a warranty.Desired Settlement: Refund

Business

Response:

Case #:[redacted]

On May 10, 2013, Ms. [redacted] contacted 1800mattress.com Customer Service Department claiming that the mattress she received in September 2008 was showing issues with the coils. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. 1800mattress.com dispatched a third-party independent inspection company to Ms. [redacted]’s home, and the inspection results revealed that mattress met the manufacturer’s standards, and therefore did not qualify for a warranty exchange.

On June 14, 2013, our Customer Relations Department contacted Ms. [redacted] regarding complaint filed with your agency. Ms. [redacted] claimed that she could feel the springs while sleeping on her mattress. 1800mattress.com Customer Relations representative advised Ms. [redacted] that this condition would not be covered under the manufacturer’s warranty and recommended that she rotates her mattress every two months instead of once a year. We offered Ms. [redacted] one inch mattress topper at an accommodation price. Ms. [redacted] refused our offer. As an accommodation, we offered her a gift card she may use towards future purchase in any Sleepy’s showroom in the amount of $50.00.

As we take these complaints very seriously, we will continue to work with the customer in an effort to resolve her complaint. In the interim, please do not hesitate to contact [redacted] or [redacted] should you have any questions.

Review: Product not delivered on time.Delivery time delayed from July **th to Aug *nd to Aug *st. The customer services service said local delivery would call me but they never did.Desired Settlement: Deliver the mattress before next Wednesday or reimburse the credit and pay for the same mattress that I can get at local store, including delivery and installment.

Business

Response:

Case #: [redacted]

1800Mattress is in receipt of your inquiry regarding Case #: [redacted]. By way of background and for your records, I will relay the circumstances surrounding the complaint, so you may better understand 1800-Mattress’ position and its efforts to ensure customer satisfaction above and beyond its obligations.

On July *, 2013, Mr. [redacted] purchased a Simmons queen size mattress from 1800Mattress. The purchase was made via the web site of 1800Mattress.com.

On July **, 2013, Mr. [redacted] was contacted by our Customer [redacted]Service Department in regards to his order and the delivery process. Due to Mr. [redacted]’s delivery address being outside of our normal delivery service area, it was imperative that his merchandise be first transferred to our shipping station in his area, than delivered to Mr. [redacted] from there. Our Customer Service representative advised Mr. [redacted] that the merchandise must be received at the shipping station prior to any consumer receiving a phone call regarding a delivery date and time. Mr. [redacted]’s delivery was completed on August *, 2013.

We sincerely apologize for any inconvenience that the delay with delivery caused Mr. [redacted]. As way of compensation for this delay, Sleepy's has sent out a queen size gel pillow to Mr. [redacted] via parcel delivery. Since we have resolved the complaint to the customer’s satisfaction, we believe that no further action is required at this time. If I may be of further assistance please contact Rosalie Carollo at ([redacted] or [redacted].

Review: I purchased a box spring and mattress under the terms that I could change out the mattress 3 times w/in a 21 day period if I was not satisfied with my purchase. I kept calling the following week of purchase to [redacted] whom I purchased the bed from online. Big mistake. My phone calls were never returned, nor was he ever available to speak with me concerning the problems with the bed the first week of ownership with indentations that were becoming deep, besides the tufts already on top of the mattress. I spoke with other people, but never was I helped. I wanted to exchange the mattress, the day before the 21 day term was up to the extra firm that does not have the tufts on top of the mattress. [redacted] who I finally spoke with said no, it is like sleeping on a floor. I said I really am having problems with this mattress and have to exchange it. I had called about a month ago to speak w/him again, I spoke w/a lady, she said [redacted] would call me. She said that they would give me a deal on a topper. He never did call, and I was told it is too late to get my money back or exchange the mattress. I spent $1,711.99 and this bed is causing back damage, each time I go to the chiropracter, every other day or so, I have 7-8 bones out in my back. I cannot sleep from the constant pain, I already have been through 13 surgeries on other parts of my body, they did not honor their promise to let me have a different bed, and there is definitely something wrong with this bed. I live on $905.00 per month am disabled and handicapped. At the beginning, they told me to go to Sleepy's to try the mattress, of course they did not have but two on the floor. This is unethical, and this is America. [redacted]'s ext. at the time was [redacted]. He sold me a defective piece of crap that has a name brand of [redacted]. The only thing they will do is come out w/a rod and measure 1.5 inches of indentation. With the tufts, the mattress is a sneaky and deceiving way to get away w/what he did. I want my money back, I want them to take this crap out of my home and never do this to anyone else and get away with it.Desired Settlement: Refund credit card. Within the next week, I want to be contacted by the [redacted] or [redacted] of the company mattress.com, to let this person know what he did, and what he is doing to other people like myself, taking advantage and lying to me and others I am sure. I want the [redacted] to know that I will not stop until I am satisfied with the outcome. Also to let the [redacted] know how damaged my back has become. I have only owned this bed since May **, 2014. It was delivered on the [redacted] of May 2014. I want the [redacted] to know the pain and suffering I am going through, I cannot even afford a couch that I could sleep on instead.

Business

Response:

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].

Consumer

Response:

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,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

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 am surprised that [redacted] is surprised as she did not check the issue date of the last e-mail to you, the Revdex.com which was before our conversation. The men did not show up on the [redacted] as were promised to remove the mattress and box spring, no-one called either. [redacted] tried to call the delivery and no-one answered, they showed up on a date that I had to re-make with the company, the [redacted] of November, 2014 between 10 a/m and 2 p/m. [redacted] did promise that she would issue the refund in the amount of $1,711.99, I have not received that as of yet, nor is it pending on my bank account [redacted].

Thank you for your time,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Case #: [redacted]

Sleepy's is in receipt of the rebuttal regarding [redacted].

As stated in the previous response [redacted]s merchandise has been removed and her invested amount of $1,711.99, restored. If 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 [redacted] at ###-###-####.

Review: I would like to file a complaint against 1800 Mattress. I have bought two mattress’s from them and both have sagged after only two years. The first one they replaced for me with a new one (I even up graded and paid more money thinking it was a better mattress) but now that one has done the same thing and sagged on either side. I had them come out and take a look and they agreed that it was bad but said that because there were 3 small “stains” on it and that I could not get a new one and I would have to pay. I do understand the warranty as I got the first one replaced, so why would I ask for a replacement this time if the mattress was stained up. I do not even know what is was as I have alway used a mattress cover, I am not sure if something got on the mattress cover when I washed and dried it and that transfered to the mattress, but they were not “stains” they came right out, if it was a stain it would be stained and not come out, . I am appalled that a company would not take care of their customers who have purchased two mattress from them and within two/three years it sags, both of them were over $1,000. Both my husband and I are of slim build so it is not like we are over weight and made the mattress sage. I would like them to give me a full replacement. I do not remember the exact date I called in the first complaint or the 2 complaints after they had come to my house but I do know it was between Jan 2014 and March 2014-on the form I just wrote a date.Desired Settlement: Replacement

Business

Response:

Case: [redacted]

1800Mattress.com is in receipt of the complaint filed by [redacted]. The results of [redacted]’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, [redacted]

or other substances,”, [redacted] was not entitled to exchange of his mattress.

However, [redacted] advised that he would provide us with photos confirming that

the mattress was free of stains or blemishes. We will further follow up with

[redacted].

If you need further assistance please contact [redacted] at ###-###-#### or [redacted].

Review: On Friday 4/**/14 a delivery of 2 mattresses was scheduled to be delivered to my apartment. I received a call from the delivery driver who stated he was outside the house. I explained to him I was not home and I would be home in 30-45 minutes and if he could wait I will sign for them. He stated he could not wait and will have someone from 1800Mattress call me. Within - 3 minutes I received a call from a representative from 1800Mattress and explained to her I was not home. She stated to me the driver could not wait and once I get home to give 1800Mattress a call back to reschedule. I got home later that morning and saw 2 mattresses lying in the hallway, and I thought to myself let me contacted 1800Mattress immediately. I was informed by a representative from 1800Mattress that the driver allowed someone to sign for the merchandise after I told them that I would contact them to reschedule. I explained to the representative that I was furious and wanted to speak with a [redacted]. She then told me, the [redacted] will have the driver come back out to pick up the mattresses I told her the mattresses are in the hallway where the driver left them and I would be leaving to go out of town. Now today I contact 1800Mattress to confirm they picked up the mattresses and I was told they were delivered. Now I am furious because this companies ethics are not right. I contacted them again today and I am angry because how can they 1 allow someone else to sign for my merchandise after I told them I will call to reschedule and then 2 leave my merchandise in the hallway as if I'm an animal. The driver leaving my mattresses in the hallway poses a major threat of health code issues. I have ordered a mattress from them before and did not experience this issue. I am truly upset and angry on how I was treated as a customer. I would like to receive a full refund from 1800Mattress so that I can order mattresses from another company. Thank you very much for your time.Desired Settlement: I desire to be refunded in full so that I can purchase mattresses elsewhere.

Business

Response:

Case #: [redacted]

1800Mattress.com is in receipt of your inquiry regarding [redacted].

Upon review of [redacted]’s complaint, our records indicate that the customer advised our representative on the date in question someone was in the residence. The consumer phoned her residence and had the available individual inside the home accept the merchandise. It was at that time the driver obtained a signature and delivered the merchandise.

We apologize for any inconveniences this may have caused [redacted]. Unfortunately we are unable to offer any monetary refund to [redacted]. Please feel free to contact [redacted] at ###-###-#### or [redacted] for further assistance or should you require additional information.

Consumer

Response:

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:

[Your Answer Here]

please contact me at [redacted]. I do not access to a computer or internet and can only be reached at [redacted]. thank you

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Case # [redacted]

1800Mattress is in receipt of your rebuttal regarding [redacted].

Unfortunately; our position remains the same we are unable to offer any monetary refund at this present time or in the future. We apologize for any inconvenience this may cause [redacted].

Since we have reviewed the consumer’s complaint we believe that no further responses are required. If I can be of any further assistance or should you require additional information please do not hesitate to contact me [redacted] at ###-###-#### or [redacted].

Review: I ordered a mattress, box spring and bed frame from 1800 mattress at the beginning of August. I was told at the time it would take about 3 weeks for delivery. Around 8/**/15, I received a phone call saying my order would be delivered soon and the delivery man would be in touch. Although it was difficult to get in touch with the delivery man, he eventually dropped off my mattress and box spring when my room mate was home (I was 10 minutes away from home, and although he knew that, he was gone by the time I got home). When I got home, I realized that the bed frame was not there (not to mention, he left the mattress and box spring propped up against the wall in the hallway of my house, which was very inconvenient). What followed can only be described as the worst customer service experience I have ever experienced. Between 8/**/15 (date of delivery) through 9/*/15, I called the customer service department at least 7 times. Each time I spoke with a different representative, who were pleasant and seemingly helpful. However, every time I spoke with the next representative (because my bed frame still hadn't arrived, despite being told that it would be delivered imminently), I would get a different story. I can't believe the different number of stories I was told. It is so frustrating that I spent almost $600 with this company and I was lied to and given false information on multiple occasions when my entire order was not delivered. Finally, I insisted on speaking with a supervisor. He was the rudest and most condescending person I have ever had to speak with. He blatantly told me that there was no bed frame anywhere to deliver to me and I would not receive a bed frame for approximately 3 more weeks. He insisted that this wasn't a problem (despite the fact that my bedroom is tiny and I rely on the space under the bed for storage). He refused to see the problem his company put me in, even though I spent so much money with them. He refused to help me or find a compromise. When I asked to speak with someone else, he rudely told me that there was no one else and I had no choice but to accept this. I asked for his ID # which is [redacted]. Honestly, I can't believe how terribly I was treated by a company I spent so much money and time dealing with. To date, I still have not received my bed frame, although it has been about 5 weeks since I originally placed my order and almost 3 weeks since I received my mattress and box spring.Desired Settlement: I am going to cancel my remaining order (the bed frame that still hasn't been delivered) and use another company to order a bed frame. But I don't think it is acceptable for a company to treat it's customers like this. I would like this issue to be made aware to the managers of the customer service representatives (particularly employee [redacted]).

Business

Response:

Case #: [redacted] is in receipt of your inquiry regarding [redacted].Upon receipt of the consumers complaint the invoice was accessed where our records indicate a refund in the amount of $99.99, her been restored to [redacted] Credit Card last four digits [redacted], on September **, 2015. We are profusely apologetic for any inconveniences [redacted] may have experienced. If I can be of further assistance please do not hesitate to contact me Chanda N[redacted] at ###-###-#### or [redacted].

Consumer

Response:

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.

Review: I purchased a king size mattress 5 years ago from 1800mattress ([redacted]). I was told I had to purchase the box springs or the warranty would void. I recently call because my mattress sagged, I have been sleeping in a 2 1/2 inch hole. There were no stains on the mattress which would void the warranty. I was told that ONLY the mattress was warrantied the box springs were not defected. [redacted] gave me a credit of $1497.00. I went to the [redacted] store an purchased another mattress and was willing to pay a additional $1700.00. The day of delivery the truck driver told me that there was nothing wrong with the mattress. When he took the mattress in the sunlight he told me there was a stain on the mattress and told me the warranty was void.

I went to [redacted] and purchased another mattress.Desired Settlement: I would like a cash refund.

Business

Response:

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].

Review: Dear Revdex.com representative,

I ordered a knock down mattress from 1-800 Mattress on August **, 2013. The knockdown

mattress consists of planks for support where the boxspring would normally be.

I have pictures that can be submitted to you which shows the planks clearly did not meet correctly and

was defective from the get-go. I have been dealing with 1-800 mattress for a

while now and have spoken to numerous representatives over the past few months,

all of whom say the same thing which is that I, the customer, am responsible for

the delivery fee of the new knock down frame. The delivery fee of the new knock down

came to $108.36. We have been at a disagreement as I do not feel that if a product

comes defective that the customer should be the one who pays for the delivery of

the new, non-defective item. This should be on the manufacturer and their

company. Unfortunately I was forced to pay, back on November *, 2013 (delivered on November [redacted]) as I was unable to use the mattress

as it was as it actually causing me pain to sleep on this lopsided bed. Over seven months have now passed and we have not come to an

agreement. I ask that you intervene on my behalf and settle this with 1-800

Mattress once and for all. Thank-you.Desired Settlement: I believe I am owed the return of the $108.36 I put out over seven months ago for the delivery of the new, non-defective "knock down." A customer should never need to pay for the replacement of a manufacturers defective product. And a customer should never have to be put in the predicament of either keeping a defective product or being forced to pay a delivery fee for a new, non-defective piece. It just does not make any sense.

Business

Response:

Case #: [redacted]

On October **, 2013, [redacted] contacted

our Customer Service Department claiming to have a concern regarding the Titan

box spring purchased from 1800Mattress.com in August of 2013. Since this was what would be a potential

warranty issue, we coordinated for an inspection of the box spring. The results

of inspection revealed that under the manufacturer’s warranty guidelines the box

spring was in fact not defective. Pursuant to the terms of the warranty, 1800Mattress.com denied [redacted]

[redacted] the box spring exchange (see attached inspection results).

On October **, 2013, [redacted] called our Customer Service Department inquiring about the results of her

inspection. [redacted] was advised at that time her merchandise in accordance

to the manufacturer guidelines was in fact not defective. [redacted] thought

this to be unacceptable the representative handling the call escalated the

concern to management. As a courtesy and taking [redacted]’s concerns into

account as a one- time accommodation we agreed to exchange [redacted]’s box

spring outside of the warranty in pursuit of Customer Satisfaction. The box

spring was an even exchange however the delivery fee in the amount of $99.99,

plus tax is applicable.

On July **, 2014, upon receipt of this complaint from your office a member of our Customer Relations Department

attempted contact with the consumer with no success. A message was left at

###-###-#### as well ###-###-#### currently awaiting the consumer call back.

We are unaware and were prepared to convey to [redacted] that the box spring

in question was in fact not defective the exchange was a sole courtesy in which

the delivery fee of $99.99, plus tax applies and therefore non-refundable.

We apologize for any inconvenience not being able to refund [redacted] or offer any monetary relief regarding her

delivery fee may cause. Since we have reviewed

the consumer’s complaint we believe that no further responses are required as

there will be no additional offers being made.

However, if I may be of further assistance, please contact [redacted]

at ###-###-#### or [redacted].

Consumer

Response:

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 have reviewed the response made by the business in reference to complaint ID# [redacted],

and have determined that my complaint has NOT been resolved:

The business states that the "box spring" was not

defective, but replaced as a courtesy. First of all, it was NOT a box

spring, but a Titan "knock down" base, which was recommended because

it is more easily assembled in small spaces and because it is made of a series

of wooden slats which support the mattress for firmness. However, the

knock down base was either defective or not assembled properly, because the

sides of the base separated as my son slept during the night, causing the

wooden slats to fall, and the mattress to sink in as he slept. Each night my

son was woken up out of his sleep and had to attempt to move the wooden slats

back into place. This should never have happened to a brand new mattress

and knock down base set which cost almost $800.00.

The inspector who was sent by the business took photos and said he was going to

recommend that we get a new base because he could absolutely see the problem we

had explained. My son took photos as well. (Please see attached photos of the

faulty side of the knock down). However, a few weeks after the inspection

we were told that it was determined that there was no defect with the "box

spring." When I re-explained the entire issue and that it was not a box

spring but a base that had to be assembled, I was told that as a courtesy we

could receive a new base but that I would have to be responsible for the

$99.99 delivery fee plus tax. I paid it only because the business would not

schedule delivery without a credit card payment of $99.99 plus tax.

Since my son needed a decent mattress and undisturbed sleep, I paid the

fee. However, I feel this is unfair. There has been no problem since

the new knock down base was delivered and assembled.

The original base was either faulty or incorrectly assembled. The men who

delivered the original base and mattress admitted to me on that day that they

had never seen a "knock down" base, and had never put one together.

I do not blame these men as they did the best they could, but possibly, having

had no prior experience with a knock down base, it may have been assembled

incorrectly. I feel that the company should be responsible for the

$99.99 delivery fee plus tax for the new base, as they claim to be a company which

stands behind their product.

In order for the Revdex.com to appropriately process your

response, you MUST answer the question above.

Sincerely,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Business

Response:

Case #: [redacted]

1800Mattress.com is in receipt of your rebuttal regarding [redacted].

Upon receipt of the rebuttal another attempt to reach [redacted] was made with no success where a message was once again left at ###-###-#### an attempt was made at the alternate number [redacted] where [redacted] was reached and she advised the merchandise and concern regarding the delivery was hers and not her daughter [redacted].

In an effort to resolve [redacted]’s complaint her concerns were discussed and understood. However; the consumer was reminded the Knockdown box (box spring) in question was in fact not defective and the exchange was a Customer Centric courtesy and a refund is not in order. Due to the consumer’s extreme dissatisfaction in an effort to resolve [redacted]’s complaint we are willing to split the $99.99 delivery fee in half thus refunding [redacted] $50.00 only. [redacted] has concluded that she would like to review the offer and follow up with me at a later time.

Since we have reviewed the consumer’s complaint and currently awaiting the consumer’s response/decision we believe that no further responses are required. However, if I may be of further assistance, please contact [redacted] at ###-###-#### or [redacted]

Consumer

Response:

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:

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 $50.00 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 $800.00 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,

Review: On March **, 2014 I spoke with [redacted] a sales representative (ID No. [redacted]), and I purchased and received a Beautyrest Recharge (Order No. [redacted]) from your company. Within three days of using the mattress, I noticed an indention began to develop in the mattress. Upon recognition of the defect, I called 1-800-mattess and spoke to [redacted] (ID No. [redacted]) and explained to him what occurred with the mattress and advised him of my chronic back pain. In speaking with [redacted] we resolved to do an even exchange for another Beautyrest Recharge mattress.

At [redacted]’s suggestion I purchased and was delivered the Recharge Beautyrest mattress on April *, 2014 (Order No.[redacted]). When the deliverymen delivered the new mattress set I showed them and they confirmed the defect in the mattress.

After a few weeks of using the “new” Recharge Beautyrest mattress, the mattress began to show signs of sinking. I contacted 1-800-mattress to voice my concerns as I have now experienced the same problem with two different products. On May *, 2014, I spoke with [redacted] ([redacted]) and [redacted] (ID No. [redacted]) who apologized for my continued inconvenience and recommended a Sealy mattress which was more expensive and supposedly of better quality. Although I am frustrated by the fact I now have to pay more money for a new mattress due to no fault of my own, at the recommendation of both [redacted] and [redacted], I purchase the Sealy mattress. The mattress is delivered and I proceed to use the mattress.

It has now been approximately four months since I have been using the Sealy mattress and am astonished by the development of a sizeable indention in the mattress, yet again. In addition to the physical defect, the mattress makes squeaky noises upon sitting or just simply changing sleeping positions. I weigh approximately 165 lbs with chronic back pain as previously stated and I use the mattress as a reasonable person would.

I am growing increasingly frustrated by the products which I have received from your company. This situation has become very stressful and agonizing to me as I am unable to get a restful nights sleep. I have received three sets of mattresses, two of which were different manufacturers. I am convinced that the products you offer are defective. The items in which 1-800-mattress ships to customers should be of the same quality as mattresses purchased from other retail merchandisers. Your company advertises the same quality products at a lower cost to consumers, however there appears to be no benefit to the consumer if the product is defective. If these are refurbished mattresses then I should have been advised of same allowing me to make the decision as to whether I want to purchase a refurbished mattress. However, there was no mention to me that the mattresses were refurbished and I presume them to be brand new.

I am requesting a refund for the Sealy mattress that I purchased as I can no longer utilize the mattress. This matter has caused me great inconvenience and additional discomfort to my health. I would appreciate if you can expedite this matter in an efficient and expeditious manner.Desired Settlement: I request either replacement of the mattress or a refund for the purchase.

Business

Response:

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].

Consumer

Response:

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 am forwarding the attached documents which were faxed to 1800Mattress on Wednesday, October **, 2014. The initial letter to 1800Mattress was faxed on Wednesday, September **, 2014. [redacted] 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 [redacted] scheduled an inspector to visit [redacted]'s residence to inspect the mattress. On October *, 2014 an inspector confirmed that the mattresses were indeed defective. To date we have not received a response from 1800Mattress in regards to the inspector's findings nor provide a resolution to this matter. It is imperative that [redacted] 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 [redacted]. Please do not hesitate to contact either myself or [redacted] for any additional information. Thank you.

Best Regards,

and

Consumer

Response:

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:

This is follow-up for the above-referenced matter. On November *, 2014, [redacted] spoke with [redacted] of 1800 Mattress after leaving several unanswered voicemail messages which she confirmed she received. After a lengthy discussion, [redacted]'s resolution to this matter would be for [redacted] to pay 1800 Mattress an additional $270.78 for another mattress and box spring and she will compensate him by giving him the bed frame for free to resolve the complaint. [redacted] 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 offer. This 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 1800 Mattress additional money for this "superior" mattress. Now only after a few months of use the "superior" mattress and box spring are defective as noted by their own inspector. It appears that 1800 Mattress is in the practice of having consumers who are dissatisfied with their products to offer them another product at additional cost to the consumer. This is extremely appalling and we continue to grow increasingly frustrated over this matter.

[redacted]'s recommendation to resolve this matter is unsatisfactory and we find this matter to be unresolved. Please advise of the next steps in which we need to take in order to resolve this matter amicably. Again [redacted] is requesting that the products be replaced at no cost to [redacted].

Please contact either myself or [redacted] for any additional questions.

Best regards,

Business

Response:

Case#: [redacted]

Sleepy’s is in receipt of the rebuttal regarding [redacted].

To reiterate our previous response, our offer remains unwavering; as an employee discount on a

newly selected mattress (excluding Tempur-Pedic, Sealy Cool Sense, Serta I Series, and Serta Cool

Elegance). [redacted] may take advantage of this offer which reflects a deep discount on the

newly selected bedding set of his choice. We will provide the [redacted] with a complimentary

frame mimicking the support the manufacture is seeking for the merchandise. Applicable

delivery fee will apply.

There are no additional offers being made in regards to the consumer’s complaint. [redacted] may contact me utilizing the information below to assist with the processing of the accommodation. If you should require additional information or in need of further assistance please do not hesitate to contact me [redacted] at ###-###-#### or [redacted] to further discuss.

Review: We would like to complain about the website content of mattress.com. Nowhere is stated that the company works with subcontractors, therefore it is impossible to research about the contractor’s reputation.

We purchased a mattress and spring box on March *, 2013 (confirmation number [redacted]) which was delivered at the end of March, 2013.

In July, we noticed an increasing sagging of the mattress, although it was regularly turned, and the bed stands on even ground. Additionally, some areas of the bed started to become hard and too uncomfortable to sleep on. When inspecting the box springs and mattress, both having been covered by protective covers, we noticed a gap in the middle of the mattress, and metal pieces sticking out of the box springs, some more than 0.5 inches above the wooden frame, piercing the box springs material as well as the mattress.

We contacted mattress.com on Thursday, August * 2013 to report the problem. To our surprise, we were told that a contractor, “Sleepy’s”, and not mattress.com, is responsible for our area of Rochester, New York. It was promised that an email would be sent to the contractor, and we were to be contacted within 5 work days. We received no call, and therefore called mattress.com again, on Friday, ** August around mid-day. Once more, all details were taken down by the customer service representative, and we were promised that the contractor would be contacted. Only upon asking, we received the telephone number to contact Sleepy’s directly. Here we received a very unprofessional customer service representative, who aggressively said that there is a 7 day response period, and not a 5 day response period, as was originally promised by mattress.com and the message left on my answering machine by Sleepy’s. I was asked whether we were available that Friday or Saturday; again we were not contacted. We phoned on Sunday, ** August, to be rudely informed, that on the [redacted], all offices were already closed, and again that we should wait for two more work days. Once again, nobody contacted us, so we needed to initiate a 5th call to have a representative check on the mattress and box springs. The representative eventually called, and performed an inspection on August **. He found a more than one inch drop in the middle of the mattress, spoke of a possible separation inside the mattress, and also noted down and photographed the metal pieces protruding the box springs material and the piercings in the mattress. The contractor promised that we would be contacted by the company within 8 working days. Again, nothing happened, and so we contacted mattress.com on their website, via email, on September *, and asked to have the mattress be taken back and the money refunded, as the mattress and box springs were officially inspected to be faulty and that a replacement would be out of the question as we don’t get any customer service, not even a reply from their contractor.

Before buying the mattress and box springs, we researched for a considerable time to find a reliable company. Mattress.com’s website appeared as if giving service out of its own location or warehouse. It says nowhere, no were we informed at any time that they work with contractors. We would have decided against the company in we had known if mattress.com practiced business in this fashion. We had no chance to check on the contractor’s reputation, and feel strongly misled by the website. We are now in the situation that we are not receiving any customer service, or the company making any attempt to contact us to find a solution. We have been openly lied to about deadlines and at many times been rudely dealt with although we approached the customer service in a friendly and professional manner always, which can be checked on the hotlines recordings. We have the strong feeling that we are denied service because of a desire to overstep guarantee periods. We would appreciate any help or advice from your bureau as the company denies all and any service.

Best Regards,

[redacted] And [redacted]Desired Settlement: We want to have the mattress and box spring picked up at company cost, and our money fully refunded.

Business

Response:

Review: The original mattress purchased from this business was not what I ordered. My doctor advised that I get a VERY FIRM mattress due to an existing spinal stroke. That is what I ordered. The original mattress delivered was much too soft. The company agreed to replace it with an extra firm mattress, which they did on Oct.**,2014, however this mattress quickly showed a concave shape where I lay while sleeping. The depression became worse in a short period of time. I called the company, they sent out a man to measure the depression. About 2 weeks later someone from "Sleepy" called me and said the depression was not bad enough to replace the mattress. I paid an additional $181.00 for this replacement, bringing the total amount from $429.99 to $599.99 ($638.99 icl. tax). The depression is much worse now and my body actually almost rolls into the depression, regardless of where I choose to lie in the bed.Desired Settlement: For $600.00 I want a mattress that is going to hold up as new for more than a few weeks or months. I would like them to replace this mattress for a good, firm, new mattress. The mattress I want to return is a King Koil (which I am not familiar with). I am 78 yrs. old, unable to drive and live alone so it is difficult for me to specify a certain brand of mattress when I cannot actually go out and try out a mattress before I choose one. That is why I thought this company would be able to help me choose - mattresses are their business.

Business

Response:

Case# [redacted] On October **, 2014, [redacted] received delivery of queen size King Koil mattress set. On February **, 2015, [redacted] contacted our Customer Service Department stating that the mattress was visibly sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. On March *, 2015 both the King Koil queen size mattress and box spring were inspected by a third party independent inspection company. Both the mattress and the box spring were found to be up to the manufacturers standards and not eligible for replacement through the warranty. On March **, 2015, [redacted] 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, [redacted] filed a complaint with your Agency. On May *, 2015, a Customer Relations Representative contacted and spoke to [redacted]. 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 spring. She was informed that she would receive a credit for the mattress and box spring for the purchase price of $599.99 plus tax. [redacted] accepted the offer and the exchange is scheduled to be completed on May **, 2015. Since we have resolved the complaint for [redacted] to her satisfaction, we believe no further action is required. If there are any questions or concerns, please contact [redacted] at ###-###-#### or [redacted]