Appliance Clearance Center Inc

[redacted] purchased her mattress and boxspring after trying it out on our store floor. There was never an issue of height re the boxspring. After her purchase, there was no complaint until...

the customer's husband was hospitalized, and she became concerned about his ability to access the bed. This prompted her on-line research and discovery of a low-profile model. I empathized with [redacted]'s situation, even offering to exchange the boxspring free of charge. I only asked that she absorb the shipping, which she agreed to do. This agreement was reached last week. I am now waiting for the boxspring to be delivered to my store, at which time I will set up the exchange. As it has been my 43 year reputation to do, I believe I have gone over and above in delivering excellent customer service to [redacted], as well as a very generous solution to her problem We will contact her as soon as the boxspring becomes available. Yours truly,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely, [redacted]
I sincerely appreciate the business owner's willingness to make the exchange.  As agreed, I will gladly pay the shipping.  He did call me and said he would replace the box spring so I am hopeful the issue will be resolved satisfactorily.  I also would like to state that when he said he gave me the low profile I did not realize it was supposed to be 5 1/2 inches instead of 9 until I looked on line at other mattresses.  I know he has been in business here in Bayside for many years and does have a good reputation.  I am really sorry but I feel he should have been more specific.Thank you for your help in getting the matter resolved.[redacted]

Review: We purchased a mattress set in Oct.,2014. The box spring was supposed to be a low-profile(5 inches). Instead we received a standard one (9 inches) The reason is the seller did not enter the size on the sales slip. We did not realize it at the time but we kept saying it was too difficult to get on to. I am 85 and my husband is 86. When I looked on line to check out other mattress I realized what had happened. Due to the sellers failure to indicate the low-profile we ended up with the standard. I called the store and explained what had happened. I asked him if he could just exchane the box spring for the low profile. At first he said yes if I would pay the shipping. I agreed to that. Then he said he would like to check it him self to be sure. I agreed to that too. He has made several dates to come and check. He never shows up and never calls. All I want is for him to exchange the box spring. I am not asking for a refund and agreed to pay the shippiing.My husband was in the hospital for 10 days with the flu. His mobility was very badly affected and he has great difficulty standing and walking. He is receiving physical therapy. I am really beside myself thinking he won't be able to get in the bed. I even sent him an e-mail but he is obviouly ignoring it.I sincerely hope you can help resolve this issue. Thank you.Desired Settlement: I just want the box spring exchanged. I don't think this is an unreasonable request since it was due to his error.

Business

Response:

[redacted] purchased her mattress and boxspring after trying it out on our store floor. There was never an issue of height re the boxspring. After her purchase, there was no complaint until the customer's husband was hospitalized, and she became concerned about his ability to access the bed. This prompted her on-line research and discovery of a low-profile model. I empathized with [redacted]'s situation, even offering to exchange the boxspring free of charge. I only asked that she absorb the shipping, which she agreed to do. This agreement was reached last week. I am now waiting for the boxspring to be delivered to my store, at which time I will set up the exchange. As it has been my 43 year reputation to do, I believe I have gone over and above in delivering excellent customer service to [redacted], as well as a very generous solution to her problem We will contact her as soon as the boxspring becomes available. Yours truly,[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,

I sincerely appreciate the business owner's willingness to make the exchange. As agreed, I will gladly pay the shipping. He did call me and said he would replace the box spring so I am hopeful the issue will be resolved satisfactorily. I also would like to state that when he said he gave me the low profile I did not realize it was supposed to be 5 1/2 inches instead of 9 until I looked on line at other mattresses. I know he has been in business here in Bayside for many years and does have a good reputation. I am really sorry but I feel he should have been more specific.Thank you for your help in getting the matter resolved.[redacted]