1800Mattress.com

Review: I had a mattress and boxspring delivered from 1800mattress.com on 3/**/14. 3-4 days later we noticed that the entire top of the mattress was bubbling up almost as if there were air pockets stuck in it. We waited about 3 weeks after delivery figuring the mattress was just breaking in but the problem got worse. I emailed the company on 4/**/14 with my issues and numerous pictures of the mattress and got no response. I sent a second request on on 4/**/14 to which someone replied by phone call about a week later telling me they were going to send an inspector. The inspector only had 3 dates available so he wound up coming on 6/*/14 (we stopped sleeping on the mattress in the beginning of May as it had become so uncomfortable it was disturbing our sleep). The inspector came, didn't tell us the results and told us to call the company in 10 days if we didn't get an answer. I received a letter dated 6/*/14 that my claim had been denied because my foundation (which I bought from them) or my frame does not meet the manufacturer's support standards. I called the number on the letter and spoke to the customer service representative [redacted]. I told her that I find it hard to believe that a bed frame that did not meet "their standards" could cause such damage to a mattress in 3 days, especially since I had my old mattress on it for years and it's still in great condition, I'm sleeping on it now. She repeatedly asked me if I received my warranty booklet (which I didn't). I explained to her that I didn't care what the warranty book said because the reason they denied my warranty claim was bogus and a pathetic attempt at not backing their faulty product. She then compared my mattress to buying a new car and driving it with low air in the tires. Basically, I got no results so I explained that I was going to file a report with the Revdex.com and she wished me a good day and ended the phone call. 1800mattress sold me a faulty product and are refusing to do anything to rectify the problem. I would not suggest that anyone buy a product from them because if there is an issue they are unwilling to help the consumer out.Desired Settlement: I would like 1800mattress.com to take back their faulty product and replace it with a new one at no cost to me.

Business

Response:

Case: #[redacted]

On May *, 2014, [redacted] contacted 1800Mattress.com’s Customer Service Department claiming that the Simmons queen size mattress delivered on March **, 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 that both the mattress and box spring did not meet the manufacturer’s standards and that they were being used on a metal frame lacking the necessary center support required by the manufacturer, which is a condition that voids the manufacturer’s warranty. Pursuant to the terms of the manufacturer’s warranty, which states “The Limited Warranty does not apply to and excludes: Mattresses not used with a proper foundation. Examples of proper support include: Simmons foundation or a supportive, rigid non-yielding foundation. Queen, Olympic queen and king size must have sufficient center support”, therefore 1800Mattress.com denied [redacted]’s request to replace the mattress and box spring.

Upon receipt of [redacted]’s complaint filed with your agency, a Customer Relations representative spoke with [redacted] and offered an accommodating exchange to a new set provided [redacted] purchased a new frame with proper support. [redacted] informed us she had already purchased a new frame elsewhere. 1800Mattress.com processed an accommodation exchange for [redacted] and she is scheduled to have delivery on July *, 2014.

Since we have satisfactorily resolved [redacted]’s complaint, we believe that no further action is required at this time. If I can be of any further assistance, or if you should require additional information, please do not hesitate to contact [redacted] at ###-###-#### or [redacted]

Review: I purchased a Sealy Posture Premier Giovanni Plush Mattress and a standard box spring on May *, 2013 which was delivered May **, 2013. There is nothing Plush about the mattress. It's so thin it looks like a mattress used in a baby's crib, not something for a grown disabled, bed ridden man. The mattress and the box spring have sunken in the middle already and is no good any more. When I purchased it I purchased it online so I'm not sure which location it was delivered from. I purchased it for my elderly, disabled, handicapped brother who is bed ridden and was in need of a comfortable but sturdy mattress to support his back and body. The mattress is in such a bad condition, my brother had to have his 24 hour home attendant go buy him a new mattress and box spring because he couldn't sleep on the mattress purchased from 1800 Mattress. I called the company to complain several times but they keep telling me they can only send someone to inspect the items in 5-7 days and they will only either replace the mattress or give me a credit. Since a new mattress and box spring were already purchased I do not want a credit and I'm not in need of a mattress or box spring. After seeing the condition of the mattress & box spring, I researched 1800 Mattress and found several complaints of the same kind. I was in tears after seeing the items and then having to be told they won't refund the money. Also, when they decide to send someone to inspect the defective mattress and box spring, if another mattress and box spring hadn't been bought already, my brother would have ended up in the hospital waiting for 1800 Mattress to respond.Desired Settlement: I want a full refund sent to me in the form of a check. The debit card it was purchased with is no longer in use so I'm asking for a full refund check be mailed to me. I don't need a replacement or a credit because I will never purchase anything else from 1800 Mattress.

Business

Response:

Case #: [redacted]

Review: Purchased a mattress, box spring and frame. Invoice [redacted].

Delivery was made in September 2014 on the mattress and box spring. NO frame was delivered. I have the POD which states no frame was delivered.

I have called multiple times to recitify this problem. Over 65 minutes on the phone over a few days. NO resolution has been discussed.Desired Settlement: I would like the frame I ordered to be delivered.

Business

Response:

Case#: [redacted] On September *, 2014, [redacted] placed an order with 1800Mattress.com for a Serta full size mattress and box spring along with a Serta universal metal frame for her son in Buffalo, NY. Since Buffalo is outside of our normal delivery footprint, 1800Mattress arranged for a third party shipping company to make the delivery. [redacted]’s delivery was scheduled to arrive by approximately September **, 2014.On November *, 2014, [redacted] contacted 1800Mattress’ Customer Service Department stating her son never received the frame in September. [redacted] was informed due to the length of time that elapsed, the only option was to purchase a new frame. [redacted] was offered a Corporate Discount towards the purchase of a new frame. This was left as a message for her. Upon receiving the message, [redacted] contacted our Customer Service Department back dissatisfied with the resolution offered. [redacted] was asked to have her son call to elaborate on what transpired during the delivery to have the matter further investigated. [redacted] refused to have her son call and requested to speak to a Supervisor. With assistance from the Supervisor on staff, the Customer Service agent reached out to the department that handles our “out-of-footprint” deliveries. After further review, our records showed that [redacted]’s son signed and accepted the delivery. However, an inquiry would be opened with our third party shipping carrier to obtain additional details.On November *, 2014, 1800Mattress reached out to [redacted] to follow up with her regarding the missing frame. [redacted] was left a detailed message on her home number that the matter was still being looked into with the third party shipping carrier. Once a definitive answer was available, a follow-up call would be placed. On November **, 2014, [redacted] contacted 1800Mattress’ Customer Service Department, stating the third party shipping company left an invoice with her son showing the frame was not on the order. [redacted] received a copy of the invoice from 1800 Mattress when she made the purchase which did include the frame. We advised [redacted] the third party shipping company had not responded back from the inquiry sent on November *, 2014 and would need to follow-up with them. Dissatisfied with the response that she received, [redacted] filed a complaint with your agency. Upon receipt of the complaint, a Customer Relations Representative reviewed [redacted]’s account and confirmed the third party shipping company did not have [redacted]’s frame. [redacted] has been contacted and was left a detailed voice message offering to ship the frame via [redacted] should it not require a setup. Should [redacted] wish to accept this offer, please have her contact our Customer Service Department to have this completed. 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 [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]Nov [redacted], I did indeed get 4 voicemails this past weekend with the proposed [redacted] the frame solution to my son.I would find that acceptable and tried to call [redacted] to confirm. After speaking to 2 people and 20 minutes on hold I was told that it was not determined if the frame I ordered could actually be sent via [redacted]. I was told I would be called back with the answer within the hours over 2 ohours ago.I would of course like the frame I ordered, I believe it was over $50.00. I have read the 1-800- Mattress response and do not completely agreed with their report. I was never told my claim was too old, instead I was told to buy a new frame. ( MY son was told that a new frame would be sent- I gave it a while to see if that would actually happen- and therefore the wait). Regardless the frame has not been delivered and the complain should not be considered resolved.~[redacted]

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 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].

Review: I orderd a King sized bed from this company and there is a definite defect .One side of the slopes. I fell off bed and I have notified the company several times and they sent me a thread kit to send back, this complaint began Jan **, 2016. I never received any answer, they offered to send a serviceman out to check, never took place and now they are asking for more photos which we already sent.Desired Settlement: I want a complete refund this bed costed closed to $2000 Stearns and Foster

Business

Response:

Case [redacted]On December **, 2014, [redacted] purchased from Sleepy’ s a king size Stearns & Foster mattress and box spring. She received delivery of her new bedding set on January **, 2015.On March **, 2015, [redacted] contacted Sleepy’s Customer Care Department to advise the felt material on the bottom of the box spring was torn. An exchange was processed and delivered on January **, 2015.On January **, 2016, [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; dissatisfied, [redacted] requested to speak to a manager and disconnected the call. On February **, 2016, [redacted]’s Salesperson contacted Sleepy’s Customer Care Department to inquire on her inspection results. The Representative advised that a self-inspection was not completed by [redacted]. The Salesperson advised our customer has visited the store on numerous occasions expressing her discontent with our warranty process. On February **, 2016, [redacted] contacted Sleepy’s Customer Care Department requesting to speak with a Supervisor. While a Supervisor was being located, [redacted] requested a call back and ended the call. On February **, 2016, [redacted] contacted Sleepy’s Customer Care Department and was transferred to a Customer Relations Representative. The representative advised of guidelines and next steps. Dissatisfied, [redacted] disconnected the call. On March *, 2016, [redacted] was contacted and advised that Mattress Marshalls, a third party inspection company, would be performing a live inspection and scheduled an appointment for March [redacted]. Upon receipt of this complaint filed to by your agency, a customer relations Representative reached put to [redacted] on March *, 2016. A Customer Relations Representative reached out to Mattress Marshalls and requested the inspection results to be expedited. The results deemed the mattress was not up to manufacturers standards. [redacted] was issued a warranty store credit in the amount of $1671.79 plus tax in accordance to warranty terms. [redacted] declined this credit and requested a monetary refund. The Representative partnered with the vendor, Sealy, and after further consideration, the vendor approved a refund for the mattress only. Since we have resolved [redacted]’s 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].

Review: I purchased a mattress from 1800mattress.com, in part because they offered a comfort guarantee which would permit me to exchange the mattress for a new one within 21 days of the mattress delivery if I was unhappy with the mattress. The company only offers this guarantee to residents of some states, and on their website, West Virginia (my state) is listed as one of them. However, when I called to exchange the mattress a week and a half later I was told that I cannot exchange the mattress because I live in West Virginia.

I concede that when I purchased the mattress, a sales representative did explain to me that the mattress cannot be returned, but I thought she mentioned it being a final sale because there would be no refunds. But I did NOT understand that they would refuse me the comfort guarantee that is spelled out to include WV residents under their policies page so that I would not have an opportunity to exchange the mattress for another one of similar value. This is in contradiction to their advertised service, and it didn't even enter into my mind that I would be denied this important policy so clearly spelled out on the website. I have taken screen shots of the website policy that show that WV is one of the states eligible for the comfort guarantee.

I have already contacted 1800mattress.com about this. They refuse to honor the guarantee on their website, and can't explain why WV is included in the list of states under the comfort guarantee.Desired Settlement: I would greatly appreciate 1800mattress.com honoring the comfort guarantee as stated on their website and let me exchange my mattress for another one.

Business

Response:

Case #: [redacted]

On January *, 2014, [redacted]

placed an order for a Sealy Cushion Firm Euro Pillowtop queen size mattress

from 1800Mattress.com. At the time of confirmation

of the sale it was relayed to the consumer that she was not eligible for a

Comfort Guarantee exchange. On 1800Mattress.com website and terms and

conditions it states that consumers in West Virginia are eligible to take

advantage of our Comfort Guarantee Policy, however, only certain areas in West

Virginia are eligible for a Comfort Guarantee.

Upon receipt of this complaint

from your agency, a Customer Relations representative reached out to [redacted] and

offered her a store credit for the purchase price of her mattress as an

accommodation to her. With this credit [redacted] may select another mattress of

her choice of equal or greater value. If [redacted] selects merchandise of a

greater value she will be responsible to pay the difference plus tax. Since [redacted] resides outside of our footprint, she will be responsible to pay the transportation

fee of $157, plus tax. [redacted] accepted

our offer. She will keep the original

mattress with no warranty coverage and the new mattress will have a full manufacturer’s

warranty. We sincerely apologize for any inconvenience this may have caused [redacted]. We communicated to our management regarding changes that must be made to

our website and terms and conditions.

Since we have resolved [redacted]’s complaint to her satisfaction, 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].

Review: Dear Sir/ Madam,

I bought a mattress from 1800mattress.com on July *, 2013 (i bought it by calling their phone number, it was a phone sale). The mattress was placed on a box and foundation in accordance with the manufacture/ seller recommendations. It started sagging on both sides. I filed a claim with 1800mattress. Seller arranged for mattress inspection which was done on Feb **, 2014. It has been determined that the mattress is DEFECTIVE and covered under warranty. I received a letter from 1800mattress issuing a store credit with extensive limitations regarding buying another mattress (very long list of exclusions-i have a letter documenting that from 1800mattress). as well, I was limited to only 14 days to use the credit otherwise it will be voided, and that I have to visit a store physically to buy a mattress which I do not have here in my area. I called the company and requested a full refund instead but was denied. their letter of store credit is dated Feb **, 2014. I received the letter on Feb **, 2014 which basically leaves me with 11 days only to use other wise I will lose the credit.

The letter I have documents that I have to present the "ORIGINAL" credit document to be able use to a "mattress professional on duty"

The customer service agent hang up the phone on me while I was talking ad declined to escalate it tot a higher level/ manager

In addition to that, the agent I bought the mattress from few months ago failed to disclose any warranty information for me when I placed the order

I am kindly asking for a full refund. the amount in dispute is $527 + 35.57 in taxes = $562.57

thank you and looking forward to hearing from youDesired Settlement: Refund the total amount in dispute (562.57) since they sold me a defective product, it was confirmed by the inspector and the letter irecieved that the product is defective and falls under warranty. I should not be bound to a store credit with limited time and extensive restriction specially that I have no store in my area.

Business

Response:

Case #: [redacted]

On January **, 2014, [redacted]

contacted 1800Mattress.com Warranty Department claiming that the mattress he

purchased in May 2013was sagging. Since this would be a potential warranty

issue, we coordinated for an inspection of the merchandise. Our third party

independent inspection company completed inspection for [redacted] and the inspection

results revealed that the mattress was not up to manufacturer’s standards. Pursuant

to the manufacturer’s warranty guidelines, we agreed to replace [redacted]’s

mattress.

On February **, 2014, a credit

letter was mailed to [redacted] advising him that mattress was found to be defective

and he had a store credit in the amount of $527.00. We also advised [redacted] that

he had 14 days to utilize this credit. On February **, 2014, [redacted] contacted our Warranty Department

to discuss the terms of his credit letter. He requested a refund of $527.00 because he did not want to purchase

another mattress online through 1800Mattress.com. We advised [redacted] to

visit one of our Sleepy’s showrooms to complete his selection. [redacted] refused

our offer because there was no Sleepy’s showroom in his area. He also requested

a one year extension to his credit letter. We advised [redacted] that we could not extend his credit letter for

a year. Dissatisfied [redacted] filed a complaint with your agency.

Upon receipt of this complaint

filed with your office, we reached out to [redacted] on February **, 2014. We advised

[redacted] that we have a ‘No Refund Policy’ and we are unable to accommodate

his request. However, we advise the customer that there is a Sleepy’s showroom

approximately 49 miles from his address where he could visit to complete his

selection. [redacted] again advised that the distance was too far and he would

not be able to drive to this showroom. We advised the customer that he could shop

around his local area and call us with a few mattresses that he would be interested

in so we could review if comparable models are available in our inventory. We

have also extended [redacted]’s credit letter to March **, 2014, which would allow

him additional time to complete his selection.

If we can be of any further

assistance, please contact [redacted] at ###-###-#### or email [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 contacted the seller regarding the proposed settlement they offered in their previous response to Revdex.com and I am awaiting for their approval after I forwarded 2 items of interest (one from their store and one from a local one). I went to one of their stores and to another local store as they suggested and forwarded my request (2 suggestions) to [redacted]. Once I see that their proposed settlement gets honored as they suggested, I will be more than happy to close this dispute. I do not feel that I should close the dispute until I see that they are honoring their proposal. I am for now responding as such because of the time limit I have to keep this dispute open until I hear back from seller.

thank you

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

Sincerely,

Consumer

Response:

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,

Review: In July 2013 I called 1800Mattres and told them I was looking for a specific mattress. I was told it was discontinued and given the information on the replacement. When we first received our bed it was comfortable but that didn't last more than a couple of months. I thought it was my back that was giving me issues but my husband and I hadn't been sleeping well. We slept on other beds while on vacation and started to realize there was something wrong. The bed was so uncomfortable and squeaked when we moved. I called and they said they would send an inspector out to check on the bed. When the man came into my house he was very unfriendly. He walked into my bedroom and said "is there a light that works in here?" How rude...just ask me to put a light on. Then when he was done I asked what it showed. He rudely answered me that he couldn't give any information....what was this surgery and you can only speak to next of kin? Just nicely tell me I need to wait to hear from the company. Bottom line is we had a defective box spring. We had to go to a Sleepy's store and pick out a box spring. Much to our surprise we had to pay a $99.00 shipping charge to replace the DEFECTIVE box spring. Upon placing a phone call I was told by the first representative that, after holding 20 minutes and told [redacted]s are very busy, he would call me back within the hour. I never received a call. I called the next day and was told they would submit the request and it would take 24 hours.48 hours later I had to place another call when I received no call. Again I was told I would receive a call within the hour. The representative, [redacted], did call back. She said they wouldn't credit me, I asked to speak to a [redacted]. While Waiting she told me they would credit me $30.00 of the shipping (not even 1/2 the charge) I waited another 20 minutes for a [redacted]. She said to give her another 24 hours and she'd see what she could do. She did call and I was again told they couldn't do better then 69.99. Several times I was told that they do not own the trucks and have to charge the consumer. I paid shipping when we made the purchase, I think it is so unfair that the product I received was defective and to replace it I have to pay to have the new one shipped. I feel this is a company that does not stand behind it's products and has no flexibility. We have purchased from them in the past with no problems but in the future I will do my best to purchase elsewhere.Desired Settlement: I would like a full credit for the shipping charge. I believe we received a lemon and should not have to pay to have the issue corrected.

Business

Response:

Case#: [redacted]

On March **, 2014, [redacted] contacted 1800Mattress.com Customer Service

Department claiming that the mattress and box spring she purchased in July 2013

was sagging and squeaking. We

coordinated for an inspection of the merchandise as this was potentially a

warranty issue. On March **, 2014, we dispatched a third-party independent

inspection company to [redacted]’s home and the inspection results revealed

that while the mattress was up to the manufacturer’s standards, the box spring

did not meet the manufacturer’s standards and therefore, deemed defective.

Pursuant to the manufacturer’s guidelines, [redacted] was advised that she

was entitled to have her box spring exchanged.

On April *, 2014, [redacted] advised that she is not happy about paying a delivery fee

of $99.99 to replace her box spring. We advised the customer that as per the

terms of the manufacturer’s warranty agreement, the customer is responsible for

the transportation cost associated with replacing defective merchandise. The

customer requested that we make an exception and waive the delivery fee. As we

were unable to waive the total fee, we reduced the cost and charged her

$69.99.

We contacted [redacted] on April **, 2014 and apologized for any inconvenience

she may have experienced. However, we reiterated the terms of the

manufacturer’s warranty and assured her that this was not a 1800Mattress.com policy.

We also advised that we accommodated her by reducing the fee to $69.99.

Since we have resolved [redacted]’s complaint, we believe that no further action is

required at this time. If you have any

further questions please contact [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.

Sincerely,

Review: I purchased a mattress on July **, 2015 and called to complain it was too soft so the next day they sent another (FIRM) mattress. The first one was like a marshmellow. the next one has indentation on both sides from usage of about 2 weeks. I called and they sent me a letter and said I had to take a picture and send it to them . I do not have a camera. The person filed a case #[redacted]. I also had to pay more for the second mattress. I will never use 1800 Mattres again. I also was never advised that Sleepys bought them.

What was suppose to be firm mattress are very soft. I'm very dissatisfied with the quality of both mattress.Desired Settlement: Replacement of a truly FIRM mattress @ no charge.

Business

Response:

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].

Review: In Sept 2005 I purchased a high-end mattress set (paid over $2000) from an 800-mattress retail store in [redacted]. The salesperson pushed me on a "Canadian brand" called Nation's Pride,which turned out to be the in-house store brand. The mattress had a 20 year warranty, with the first 10 years being full warranty and prorated the second decade. The past few years, the mattress has sagged in the middle; I have a queen sized mattress for just myself, and wind up sliding from the sides into a pocket in the center of the mattress. This is a Eurotop mattress so I can't just flip it over, but I have rotated it as recommended, but I still slide into the middle regardless of which end is up. Today I contacted 800-mattress only to find out they were purchased by Sleepy's, which discontinued the Nation's Pride brand. Now I'm stuck with a $1000 faulty mattress that is supposed to be under warranty with no recourse.Desired Settlement: They should fix or replace with a comparable value mattress!

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 the manufacturer of the “Nations Pride” is no longer operational and/or

active. In an effort to assist the consumer we will offer her the

opportunity to take advantage of our employee pricing which will allow her to

select another bedding set at a deeply discounted employee price.

As

an additional accommodation to [redacted] in conjunction with the

accommodating pricing we will offer a minimal partial credit from her invested

amount. There will be no offers of monetary relief.

Our offer will remain open

since we have attempted previously to resolve [redacted]’s complaint; we

believe that no further action is required at this time. If you have any

further questions please contact [redacted] at ###-###-#### or [redacted]

Review: I purchased a queen sized mattress and box spring less then a year ago from this company. I began to notice that the material was separating from the mattress causing it to buckle and move around. The company sent out someone to inspect the mattress,s seeing there were no tear, holes or any other damage then that which I reported. After about one week went by the company called me and said that they would not honor the warranty because they felt that I did not have the proper frame. They said I needed to purchase a frame from their company and that would cause my warranty to go back into effect, at which point I could call them again and file another claim???? What for the damage that was supposedly done from the bad frame?? There is nothing wrong with the frame I have It isn't that old only 7 years and in perfectly good shape. I had other mattress with no problem at all using this frame. They said I could buy a new mattress with an employee discount. I am going to try and contact the makers of this mattress to see if there is any recourse and to possibly alert them to the faulty mattress 1800 mattress sold me. They said they canceled my warranty until I buy a new frame. I had someone come and look at this frame and they said there is absolutely nothing wrong with it. I am very upset with this company and would hope word gets out not to purchase anything from a company that has such poor customer service and does not stand buy its products. I truly believe I should be reimbursed for this mattress.Desired Settlement: I want this mattress replaced with a new one.

Business

Response:

Case #[redacted]

On January *, 2014, [redacted]

[redacted] contacted our Customer Service Department claiming that the mattress

she purchased from 1800Mattress.com was sagging. Since this was what would be a

potential warranty issue, we coordinated for an inspection of the

merchandise. The third party inspector

found that although the mattress did not meet the manufacturer’s standards, it

was being used on a frame with improper support, thus voiding the

manufacturer’s warranty. At the time of

delivery, [redacted] received a copy of the manufacturer’s warranty, which

clearly states that conditions not covered under the warranty include

“Structural damage from using an improper bed frame. Use of an appropriate frame with center

support will ensure the validation of your warranty.” Sleepy’s could not honor [redacted]’s

request for a warranty exchange because of the improper support she used with

his mattress. [redacted] was also

informed that in order to request service under the terms of the warranty, it

is the customer’s responsibly to follow the guidelines of the warranty.

Although [redacted] did

not adhere to the terms of the warranty, and contrary to Sleepy’s

well-established policies, but as an accommodation to her, we are offering her an

even exchange of her mattress provided [redacted] purchases a frame with

center support. [redacted] agreed to

this offer and will be receiving her mattress on 1-**-2014.

Since we have satisfactorily

resolved [redacted]’s complaint, we

believe that no further action is required at this time. If I can be of any further assistance, or if

you should require additional information, please do not hesitate to contact

[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.

Sincerely,

Review: AFTER NUMEROUS LIVE CHATS AND PHONE CALLS, A CLASSIC BAIT AND SWITCH HAPPENED. I WAS LED TO BELIEVE I WAS GETTING A CERTAIN MATTRESS SET ONLY THRU MY FOLLOW UP CALLS WAS TOLD THEY DO NOT CARRY WHAT THEY ORIGINALLY SAID THEY DID. I HAVE TRANSCRIPTS FROM FINAL LIVE CHAT.Desired Settlement: I WANT OTHERS TO KNOW ABOUT THEIR DECEPTIVE PRACTICES!!!AND I WANT MY MONEY BACK!!! AND MONEY FOR THE 3 HOURS I WASTED!!

Business

Response:

Case #: [redacted]

On November

*, 2012, [redacted] purchased from 1800Mattress.com a Serta I Series queen

size set and frame. At the time of purchase, [redacted] specifically requested

a specific brand of Serta mattress set. Unfortunately and very much out of

ordinary, we sold customer the incorrect mattress set. [redacted] paid via her

credit card the total amount of $1299.99. Prior to receiving delivery, customer

called to cancel the order as she advised that the mattress purchased was the

incorrect one. The delivery team was not advised of the cancellation and

attempted to deliver the set on November *, 2013. Customer refused delivery of

the merchandise.

Upon

receipt of the complaint from your office, we contacted customer on November

**, 2013. We sincerely apologize for any inconvenience that this delay caused

[redacted]. We advised that a refund in the amount of $127.50 was processed on

November [redacted], 2013. The balance in the amount of $1172.49 will be

processed on November **, 2013 and it should reflect on her credit card within

the next 5 -7 business days.

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 [redacted]

or ###-###-####.

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.

Sincerely,