Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowNothing in the letter is true except that he did offer store creditI did not want the store credit because I did not want to deal with the company after I was treated unfair over the whole mattress ordeal I want my money backThey can not charge a 25% restocking fee on a damaged mattressThis whole thing is completely ridiculousI'm tired of him saying that I agreed to a firm mattress and I did notThat is untrueI was told that the firm mattress was their replacementSomething needs to be done about this situationThe company obviously isn't doing anything to resolve the problem and isn't going toPlease let me know what you decide to do about this Regards, [redacted]
I have reviewed the above referenced complaintThe customer purchased a king size set of [redacted] bedding from us in April, and caused to complain about it approximately months laterThe model bedding the customer purchased is very popular and comes in two firmness levelsOne has a pillow top mattress which tends to be soft or plushThe other set has a non pillow top mattress which is slight firmerBoth sets retail for the same priceThe customer complained about the pillow top model being too soft and sinking so she agreed to try the non pillow top replacementThe customer complained about that set so we ordered another new pillow top mattress set and delivered it to her in early JulyWe offer no returns, refunds, or exchanges of any merchandise once received by the customerOur paperwork clearly states this As a special accommodation to our customer, we did make an exception to our policy and otter her a 100% store credit to use for another set of bedding or any other home furnishings, carpet, or appliancesSince she did not find this to be satisfactory, we offered her a monetary refund, subject to a 25% restocking feeShe chose the monetary option and has received her agreed upon refundNone of the bedding returned from the customer was found to be defectiveWe take customer service very seriously and are confident that our efforts in this case were extraordinary.Sincerely, [redacted] ***
Dear [redacted] ***,I have reviewed the above referenced complaint with our customer service and delivery personnelThe customer did absolutely agree, before it was delivered to her, to try the firmer version of the mattress set delivered to her as a replacementBoth sets retail for exactly the same price.The salesperson that sold her the mattress set, did try to get her to buy a higher quality set that she thought would better meet her expectationsHowever, the king size model, at $999, that the customer purchased, is a terrific set of bedding for the money.The manufacturer warranty, from [redacted] Mattress, guarantees against manufacturers defectNone of the three sets of bedding that we delivered and returned from the customer, were found to have a manufacturers defectOur delivery men said the statement the customer made about them was absolutely false.Our sales ticket clearly states our policy of no refunds for merchandise once received by the customerBy definition, merchandise cannot be cancelled after it is delivered and signed for it good condition by a customer and used for a period of timeWe consider this a voluntary repossessionThe 25% restocking fee applies only to merchandise that is cancelled prior to delivery Our sales contract makes no mention of this since it is clearly stated in the sales ticketI have [redacted] an original copy of both our sales ticket and our retail installment sales contract for your review.As a special accommodation we did offer to customer a 100% store credit, to be used as she pleased, or a monetary refund, subject to a 25% restocking feeShe chose the monetary option and has received her agreed upon refund.Being the store owner, I must take exception with the customer’s claim that I was, at any time and in any way, rude to her.We always take customer service very seriously and continue to be confident that our efforts in this case were extraordinary.Sincerely, [redacted] ***
Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The letter that you received from Martin Sale Furniture contained information I did not agree to a firm mattress as my replacement A much cheaper, firm, basic mattress was delivered to me to replace the defective pillow top mattress and I did not ask for thatFurthermore, when I called to tell them that they delivered the wrong mattress the lady told me that that is what their replacement mattress is I told her that it was unacceptable and I wanted exactly what I had before and what I was paying for After the second pillow top mattress that I received sunk in I had made up my mind that I was not dealing with this company anymoreWhen I called to talk to the owner, the salesperson that sold me the mattress told me that if I got a third mattress, she knew that it would do the same thingShe told me that she tried to get me to buy a more expensive mattress the day that I came in to make my purchase I told her that other mattress brands do not do this and for $1,000.00, this mattress should not be doing it either I am not one to complain but I am not going to be ripped off by some company selling poor quality mattressesMy husband and I are not big people and weigh less than lbs The two different mattresses should not have sunk down and become lumpy in that short amount of time I did not want a store credit after dealing with this horrible mattress situation and the rude store owner Why would I want to buy anything else from them? In their contract it states that they charge a 25% restocking fee on cancelled merchandise How can they charge me a 25% restocking fee on a USED, lumpy, sunk in mattress?? In the letter he states that the mattresses were not defective That is not what his employees told me and even the delivery drivers said they had seen the same problem before Regards, [redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed I obviously would not keep getting mattresses if nothing were wrong with themI did not say that I wanted a firm mattress EVERI was given their "standard replacement mattress," which I refusedThat is the reason why I received a third mattressMy issue is the restocking feeI should not have lost that money due to a defective mattress which I had no control overI did not want a store credit because I did not want to deal with that company anymore.
Regards,
*** ***
Revdex.com spoke with the business. The first mattress this customer purchased was a pillow top. She contacted the business to state there was an issue with the mattress being lumpy. Mr. [redacted] stated that the customer was told the second one would be a smooth top mattress of the same price, but a different feel. That mattress was returned as well for issues and another pillow top mattress. At the time the customer was offered three options. She could receive a 100% store credit, order a new mattress set, or accept a cash refund minus 25%. The customer accepted the refund minus the 25%. The 25% fee cannot be refunded as this transaction as cost the business and they are offering her a return even though that goes against their return policy.
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The letter that you received from Martin Sale Furniture contained false information. I did not agree to a firm mattress as my replacement. A much cheaper, firm, basic mattress was delivered to me to replace the defective pillow top mattress and I did not ask for that. Furthermore, when I called to tell them that they delivered the wrong mattress the lady told me that that is what their replacement mattress is. I told her that it was unacceptable and I wanted exactly what I had before and what I was paying for. After the second pillow top mattress that I received sunk in I had made up my mind that I was not dealing with this company anymore. When I called to talk to the owner, the salesperson that sold me the mattress told me that if I got a third mattress, she knew that it would do the same thing. She told me that she tried to get me to buy a more expensive mattress the day that I came in to make my purchase. I told her that other mattress brands do not do this and for $1,000.00, this mattress should not be doing it either. I am not one to complain but I am not going to be ripped off by some company selling poor quality mattresses. My husband and I are not big people and weigh less than 150 lbs. The two different mattresses should not have sunk down and become lumpy in that short amount of time. I did not want a store credit after dealing with this horrible mattress situation and the rude store owner. Why would I want to buy anything else from them? In their contract it states that they charge a 25% restocking fee on cancelled merchandise. How can they charge me a 25% restocking fee on a USED, lumpy, sunk in mattress?? In the letter he states that the mattresses were not defective. That is not what his employees told me and even the delivery drivers said they had seen the same problem before.
Regards,
[redacted]
Dear [redacted],I have reviewed the above referenced complaint with our
customer service and delivery personnel. The customer did absolutely agree,
before it was delivered to her, to try the firmer version of the mattress set
delivered to her as a replacement. Both sets retail for exactly the same price.The salesperson that sold her the mattress set, did try to
get her to buy a higher quality set that she thought would better meet her
expectations. However, the king size model, at $999, that the customer
purchased, is a terrific set of bedding for the money.The manufacturer warranty, from [redacted] Mattress, guarantees
against manufacturers defect. None of the three sets of bedding that we
delivered and returned from the customer, were found to have a manufacturers
defect. Our delivery men said the statement the customer made about them was
absolutely false.Our sales ticket clearly states our policy of no refunds for
merchandise once received by the customer. By definition, merchandise cannot be
cancelled after it is delivered and signed for it good condition by a customer
and used for a period of time. We consider this a voluntary repossession. The 25%
restocking fee applies only to merchandise that is cancelled prior to delivery.
Our sales contract makes no mention of this since it is clearly stated in the
sales ticket. I have [redacted] an original copy of both our sales ticket and our
retail installment sales contract for your review.As a special accommodation we did offer to customer a 100%
store credit, to be used as she pleased, or a monetary refund, subject to a 25%
restocking fee. She chose the monetary option and has received her agreed upon
refund.Being the store owner, I must take exception with the
customer’s claim that I was, at any time and in any way, rude to her.We always take customer service very seriously and continue
to be confident that our efforts in this case were extraordinary.Sincerely,[redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Nothing in the letter is true except that he did offer store credit. I did not want the store credit because I did not want to deal with the company after I was treated unfair over the whole mattress ordeal. I want my money back. They can not charge a 25% restocking fee on a damaged mattress. This whole thing is completely ridiculous. I'm tired of him saying that I agreed to a firm mattress and I did not. That is untrue. I was told that the firm mattress was their replacement. Something needs to be done about this situation. The company obviously isn't doing anything to resolve the problem and isn't going to. Please let me know what you decide to do about this.
Regards,
[redacted]
I have reviewed the above referenced complaint. The customer
purchased a king size set of [redacted] bedding from us in April, and caused to
complain about it approximately 2 months later. The model bedding the customer
purchased is very popular and comes in two firmness levels. One has a pillow
top...
mattress which tends to be soft or plush. The other set has a non pillow
top mattress which is slight firmer. Both sets retail for the same price. The
customer complained about the pillow top model being too soft and sinking so
she agreed to try the non pillow top replacement. The customer complained about
that set so we ordered another new pillow top mattress set and delivered it to
her in early July. We offer no returns, refunds, or exchanges of any
merchandise once received by the customer. Our paperwork clearly states this.
As a special accommodation to our customer, we did make an exception to our
policy and otter her a 100% store credit to use for another set of bedding or
any other home furnishings, carpet, or appliances. Since she did not find this
to be satisfactory, we offered her a monetary refund, subject to a 25% restocking
fee. She chose the monetary option and has received her agreed upon refund. None of the bedding returned from the customer was found to
be defective. We take customer service very seriously and are confident that
our efforts in this case were extraordinary.Sincerely,[redacted]
Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowNothing in the letter is true except that he did offer store creditI did not want the store credit because I did not want to deal with the company after I was treated unfair over the whole mattress ordeal I want my money backThey can not charge a 25% restocking fee on a damaged mattressThis whole thing is completely ridiculousI'm tired of him saying that I agreed to a firm mattress and I did notThat is untrueI was told that the firm mattress was their replacementSomething needs to be done about this situationThe company obviously isn't doing anything to resolve the problem and isn't going toPlease let me know what you decide to do about this Regards, [redacted]
I have reviewed the above referenced complaintThe customer purchased a king size set of [redacted] bedding from us in April, and caused to complain about it approximately months laterThe model bedding the customer purchased is very popular and comes in two firmness levelsOne has a pillow top mattress which tends to be soft or plushThe other set has a non pillow top mattress which is slight firmerBoth sets retail for the same priceThe customer complained about the pillow top model being too soft and sinking so she agreed to try the non pillow top replacementThe customer complained about that set so we ordered another new pillow top mattress set and delivered it to her in early JulyWe offer no returns, refunds, or exchanges of any merchandise once received by the customerOur paperwork clearly states this As a special accommodation to our customer, we did make an exception to our policy and otter her a 100% store credit to use for another set of bedding or any other home furnishings, carpet, or appliancesSince she did not find this to be satisfactory, we offered her a monetary refund, subject to a 25% restocking feeShe chose the monetary option and has received her agreed upon refundNone of the bedding returned from the customer was found to be defectiveWe take customer service very seriously and are confident that our efforts in this case were extraordinary.Sincerely, [redacted] ***
Dear [redacted] ***,I have reviewed the above referenced complaint with our customer service and delivery personnelThe customer did absolutely agree, before it was delivered to her, to try the firmer version of the mattress set delivered to her as a replacementBoth sets retail for exactly the same price.The salesperson that sold her the mattress set, did try to get her to buy a higher quality set that she thought would better meet her expectationsHowever, the king size model, at $999, that the customer purchased, is a terrific set of bedding for the money.The manufacturer warranty, from [redacted] Mattress, guarantees against manufacturers defectNone of the three sets of bedding that we delivered and returned from the customer, were found to have a manufacturers defectOur delivery men said the statement the customer made about them was absolutely false.Our sales ticket clearly states our policy of no refunds for merchandise once received by the customerBy definition, merchandise cannot be cancelled after it is delivered and signed for it good condition by a customer and used for a period of timeWe consider this a voluntary repossessionThe 25% restocking fee applies only to merchandise that is cancelled prior to delivery Our sales contract makes no mention of this since it is clearly stated in the sales ticketI have [redacted] an original copy of both our sales ticket and our retail installment sales contract for your review.As a special accommodation we did offer to customer a 100% store credit, to be used as she pleased, or a monetary refund, subject to a 25% restocking feeShe chose the monetary option and has received her agreed upon refund.Being the store owner, I must take exception with the customer’s claim that I was, at any time and in any way, rude to her.We always take customer service very seriously and continue to be confident that our efforts in this case were extraordinary.Sincerely, [redacted] ***
Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The letter that you received from Martin Sale Furniture contained information I did not agree to a firm mattress as my replacement A much cheaper, firm, basic mattress was delivered to me to replace the defective pillow top mattress and I did not ask for thatFurthermore, when I called to tell them that they delivered the wrong mattress the lady told me that that is what their replacement mattress is I told her that it was unacceptable and I wanted exactly what I had before and what I was paying for After the second pillow top mattress that I received sunk in I had made up my mind that I was not dealing with this company anymoreWhen I called to talk to the owner, the salesperson that sold me the mattress told me that if I got a third mattress, she knew that it would do the same thingShe told me that she tried to get me to buy a more expensive mattress the day that I came in to make my purchase I told her that other mattress brands do not do this and for $1,000.00, this mattress should not be doing it either I am not one to complain but I am not going to be ripped off by some company selling poor quality mattressesMy husband and I are not big people and weigh less than lbs The two different mattresses should not have sunk down and become lumpy in that short amount of time I did not want a store credit after dealing with this horrible mattress situation and the rude store owner Why would I want to buy anything else from them? In their contract it states that they charge a 25% restocking fee on cancelled merchandise How can they charge me a 25% restocking fee on a USED, lumpy, sunk in mattress?? In the letter he states that the mattresses were not defective That is not what his employees told me and even the delivery drivers said they had seen the same problem before Regards, [redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed I obviously would not keep getting mattresses if nothing were wrong with themI did not say that I wanted a firm mattress EVERI was given their "standard replacement mattress," which I refusedThat is the reason why I received a third mattressMy issue is the restocking feeI should not have lost that money due to a defective mattress which I had no control overI did not want a store credit because I did not want to deal with that company anymore.
Regards,
*** ***
Revdex.com spoke with the business. The first mattress this customer purchased was a pillow top. She contacted the business to state there was an issue with the mattress being lumpy. Mr. [redacted] stated that the customer was told the second one would be a smooth top mattress of the same price, but a different feel. That mattress was returned as well for issues and another pillow top mattress. At the time the customer was offered three options. She could receive a 100% store credit, order a new mattress set, or accept a cash refund minus 25%. The customer accepted the refund minus the 25%. The 25% fee cannot be refunded as this transaction as cost the business and they are offering her a return even though that goes against their return policy.
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The letter that you received from Martin Sale Furniture contained false information. I did not agree to a firm mattress as my replacement. A much cheaper, firm, basic mattress was delivered to me to replace the defective pillow top mattress and I did not ask for that. Furthermore, when I called to tell them that they delivered the wrong mattress the lady told me that that is what their replacement mattress is. I told her that it was unacceptable and I wanted exactly what I had before and what I was paying for. After the second pillow top mattress that I received sunk in I had made up my mind that I was not dealing with this company anymore. When I called to talk to the owner, the salesperson that sold me the mattress told me that if I got a third mattress, she knew that it would do the same thing. She told me that she tried to get me to buy a more expensive mattress the day that I came in to make my purchase. I told her that other mattress brands do not do this and for $1,000.00, this mattress should not be doing it either. I am not one to complain but I am not going to be ripped off by some company selling poor quality mattresses. My husband and I are not big people and weigh less than 150 lbs. The two different mattresses should not have sunk down and become lumpy in that short amount of time. I did not want a store credit after dealing with this horrible mattress situation and the rude store owner. Why would I want to buy anything else from them? In their contract it states that they charge a 25% restocking fee on cancelled merchandise. How can they charge me a 25% restocking fee on a USED, lumpy, sunk in mattress?? In the letter he states that the mattresses were not defective. That is not what his employees told me and even the delivery drivers said they had seen the same problem before.
Regards,
[redacted]
Dear [redacted],I have reviewed the above referenced complaint with our
customer service and delivery personnel. The customer did absolutely agree,
before it was delivered to her, to try the firmer version of the mattress set
delivered to her as a replacement. Both sets retail for exactly the same price.The salesperson that sold her the mattress set, did try to
get her to buy a higher quality set that she thought would better meet her
expectations. However, the king size model, at $999, that the customer
purchased, is a terrific set of bedding for the money.The manufacturer warranty, from [redacted] Mattress, guarantees
against manufacturers defect. None of the three sets of bedding that we
delivered and returned from the customer, were found to have a manufacturers
defect. Our delivery men said the statement the customer made about them was
absolutely false.Our sales ticket clearly states our policy of no refunds for
merchandise once received by the customer. By definition, merchandise cannot be
cancelled after it is delivered and signed for it good condition by a customer
and used for a period of time. We consider this a voluntary repossession. The 25%
restocking fee applies only to merchandise that is cancelled prior to delivery.
Our sales contract makes no mention of this since it is clearly stated in the
sales ticket. I have [redacted] an original copy of both our sales ticket and our
retail installment sales contract for your review.As a special accommodation we did offer to customer a 100%
store credit, to be used as she pleased, or a monetary refund, subject to a 25%
restocking fee. She chose the monetary option and has received her agreed upon
refund.Being the store owner, I must take exception with the
customer’s claim that I was, at any time and in any way, rude to her.We always take customer service very seriously and continue
to be confident that our efforts in this case were extraordinary.Sincerely,[redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Nothing in the letter is true except that he did offer store credit. I did not want the store credit because I did not want to deal with the company after I was treated unfair over the whole mattress ordeal. I want my money back. They can not charge a 25% restocking fee on a damaged mattress. This whole thing is completely ridiculous. I'm tired of him saying that I agreed to a firm mattress and I did not. That is untrue. I was told that the firm mattress was their replacement. Something needs to be done about this situation. The company obviously isn't doing anything to resolve the problem and isn't going to. Please let me know what you decide to do about this.
Regards,
[redacted]
I have reviewed the above referenced complaint. The customer
purchased a king size set of [redacted] bedding from us in April, and caused to
complain about it approximately 2 months later. The model bedding the customer
purchased is very popular and comes in two firmness levels. One has a pillow
top...
mattress which tends to be soft or plush. The other set has a non pillow
top mattress which is slight firmer. Both sets retail for the same price. The
customer complained about the pillow top model being too soft and sinking so
she agreed to try the non pillow top replacement. The customer complained about
that set so we ordered another new pillow top mattress set and delivered it to
her in early July. We offer no returns, refunds, or exchanges of any
merchandise once received by the customer. Our paperwork clearly states this.
As a special accommodation to our customer, we did make an exception to our
policy and otter her a 100% store credit to use for another set of bedding or
any other home furnishings, carpet, or appliances. Since she did not find this
to be satisfactory, we offered her a monetary refund, subject to a 25% restocking
fee. She chose the monetary option and has received her agreed upon refund. None of the bedding returned from the customer was found to
be defective. We take customer service very seriously and are confident that
our efforts in this case were extraordinary.Sincerely,[redacted]