To whom it may concern,
10pt;">
*** *** purchased a *** *** Queen Mattress Set with a queen frame and queen mattress protector for $pre-tax on August 27th, We delivered and set up her items free of charge On September 30th, 2013, *** *** called and complained that she was having an issue with her mattressAt this point in time, we gave her a form to fill out so that we could submit her issue with ***, the manufacturerAll warranties are processed through the manufacturerBed Butlers does not warranty products, the manufacturers doWe are more than happy to act as a go between for Consumer and manufacturer in order to resolve customer issuesNumber on our conditions of order state the following; Seller makes no warranties beyond the written description of the goods on the face here of unless otherwise stated by the seller in writingThis disclaimer does not affect manufacturer’s warrantiesWe did act as a go between for *** *** worked with her on her first warranty claim She was difficult to work with because she did not want to follow the guidelines of submission for her warranty claim *** was patient with her at that time and was able to submit the paperwork on October 7th, 2013, once we had received all the required information from her in order to file a warranty claimThe manufacturer reviewed her paperwork and pictures she submitted and deemed that it DID NOT meet the warranty requirements for replacementThey went ahead though and replaced it, no further questions asked, due to it being such an early complaintThey wanted to make sure the customer wasn’t going to have a future issueWe also offered the option for her to upgrade or switch to another mattress at that timeShe declined doing so and chose to go with the same modelShe did bring her mattress in and we exchanged it*** also states under their warranty information that transportation costs are not included*** *** then submitted a second complaint on December 9th, At this time, *** denied her second warranty claim as it did not meet warranty guidelines
Warranty guidelines are located at the following web address: ***
*** *** called me at 1:00pm on Sunday, July 6th, She stated she needed to exchange her mattress outI explained to her at that time, I was with a customer and the only one working since it was a holiday SundayI asked for her phone number so that I could pull her paperwork, which needed to be done in order for me to know what she purchased, and I would call her back in five minutesWhich I did, I left a voice mailI also researched previous emails so I could see what her issue was beforeAt that time, I found her relatives email address that she had used on her first claims belonging to *** ***, and I went ahead a sent her another form to fill out
At about 1:30pm, the same day, *** ***, came in to see meShe sat in front of me and demanded a refund for her mattressI told her I was more than happy to assist her in filing a warranty claim with ***She was getting upset and said that she didn’t want to have to bring the old mattress in or pay for deliveryI told her at that time, that once we submitted the paperwork and if *** approved the exchange, we would gladly deliver the new mattress and pick up the old mattress free of chargeI was attempting to be more than fairShe did state she didn’t want the same mattress, I did tell her at that time she could choose something different in the same price range or upgrade and pay the differenceAt which point, she stated, “That’s scary.” I don’t know how attempting to offer her customer service is scaryI also, reiterated that I was by myself, and had customers I needed to deal with and there was nothing I could do on a SundayI explained to her again, that I sent the paperwork to the email address she had originally providedI asked her to fill it out so that I could submit itShe became upset and demanded a refund at which point I told her that wasn’t an option, she has had the mattress for almost a yearShe became upset and decided upon exiting the store that she would yell across the room, “DON’T BUY HERE.” Although, it was a failed attempt to disrupt businessAt that point, I notified her, I would no longer be assisting her and she would need to contact *** directly regarding her warranty issueThere really isn’t anything I can do for her anyway, since she feels she does not have to follow the same rules as the rest of usAll customers have to submit a form accompanied by pictures which she is refusing to doThis is *** policyBed Butlers has always worked as a middle man between the customers and the manufacturersWe have fought many battles on our customer’s behalfSimply put, the last claim she submitted was denied because there wasn’t a legitimate issueShe may very well have an issue now but she doesn’t feel she should have to submit any evidence stating she doesShe feels we should take her word for itThe manufacturer requires documentationAnd after her failed attempt to disrupt business, in this store, her and *** *** are no longer allowed on the premises and I will not be putting delivery personnel in a hostile environmentI have notified *** of the issue and events that took place on SundayShe can work directly with the manufacturer to resolve her issueAgain, warranty issues are resolved by the manufacturer not Bed Butlers
Complaint: ***
I am rejecting this response because: I am upset, because after spending over $700.00, a mattress should be expected to last more than a few months To explain my comment, "That's scarey." --- Why would I want to repeat what I'd just be through again with no better results!
When the quality of a replacement is not better than the item being returned, why would I be expected to pay the difference for an upgrade? I would like to have this resolved with a complete refund This would be the best resolution for both parties I don't have to deal with them anymore, and they don't have to deal with me I appreciate your attention to this matter; I am anxious to have the matter behind me
Regards,
*** ***
myself and my wife visited this establishment to purchase an item, we explained to the sales person what we were looking for and thought we made it perfectly clear..she said she understood what we were wanting and proceeded to show my wife what was available and explain prices..long story short the sales person did not understand and sold us the wrong item ..the cost was higher then she originally quoted and because we needed the item we decided to go ahead and pay for it...we got the item home un-boxed it to find it was the wrong frame and we could not use itwe promptly called back to explain the mess up only to be talked to in an extremely rude fashionI went up to the location the next day and explained what was the problem they seemed to understand and work with me...because we had written a check they explained that we would have to wait till it cleared to be re imbursed (understandable) several day go by and because my wife is the bank manager she got a copy of the cleared check and went back the day after Christmas to get her money back only to be met with VERY RUDE behavior from both the owner and the sales person...VERY UNPROFESSIONAL ! the owner went as far as telling my wife that she hopes we never do business with them again and completely made there customer feel degraded and unappreciated..I would NEVER recommend them to anyone based on there treatment towards us as there customer ..the whole time that we tried to fix/explain the problem we were as cordial as possible and met with opposition and smart mouthed comments very unacceptable they DID NOT work with us they did not return/refund our money after charging a 15% restocking fee for there mistakewe were told that it could be as long as days before they would refund ...EVEN AFTER THE CHECK HAD ALREADY CLEARED THE BANK! NEVER AGAIN WILL WE SHOP HERE HORRIBLE CUSTOMER SERVICE !
To whom it may concern,
10pt;">
*** *** purchased a *** *** Queen Mattress Set with a queen frame and queen mattress protector for $pre-tax on August 27th, We delivered and set up her items free of charge On September 30th, 2013, *** *** called and complained that she was having an issue with her mattressAt this point in time, we gave her a form to fill out so that we could submit her issue with ***, the manufacturerAll warranties are processed through the manufacturerBed Butlers does not warranty products, the manufacturers doWe are more than happy to act as a go between for Consumer and manufacturer in order to resolve customer issuesNumber on our conditions of order state the following; Seller makes no warranties beyond the written description of the goods on the face here of unless otherwise stated by the seller in writingThis disclaimer does not affect manufacturer’s warrantiesWe did act as a go between for *** *** worked with her on her first warranty claim She was difficult to work with because she did not want to follow the guidelines of submission for her warranty claim *** was patient with her at that time and was able to submit the paperwork on October 7th, 2013, once we had received all the required information from her in order to file a warranty claimThe manufacturer reviewed her paperwork and pictures she submitted and deemed that it DID NOT meet the warranty requirements for replacementThey went ahead though and replaced it, no further questions asked, due to it being such an early complaintThey wanted to make sure the customer wasn’t going to have a future issueWe also offered the option for her to upgrade or switch to another mattress at that timeShe declined doing so and chose to go with the same modelShe did bring her mattress in and we exchanged it*** also states under their warranty information that transportation costs are not included*** *** then submitted a second complaint on December 9th, At this time, *** denied her second warranty claim as it did not meet warranty guidelines
Warranty guidelines are located at the following web address: ***
*** *** called me at 1:00pm on Sunday, July 6th, She stated she needed to exchange her mattress outI explained to her at that time, I was with a customer and the only one working since it was a holiday SundayI asked for her phone number so that I could pull her paperwork, which needed to be done in order for me to know what she purchased, and I would call her back in five minutesWhich I did, I left a voice mailI also researched previous emails so I could see what her issue was beforeAt that time, I found her relatives email address that she had used on her first claims belonging to *** ***, and I went ahead a sent her another form to fill out
At about 1:30pm, the same day, *** ***, came in to see meShe sat in front of me and demanded a refund for her mattressI told her I was more than happy to assist her in filing a warranty claim with ***She was getting upset and said that she didn’t want to have to bring the old mattress in or pay for deliveryI told her at that time, that once we submitted the paperwork and if *** approved the exchange, we would gladly deliver the new mattress and pick up the old mattress free of chargeI was attempting to be more than fairShe did state she didn’t want the same mattress, I did tell her at that time she could choose something different in the same price range or upgrade and pay the differenceAt which point, she stated, “That’s scary.” I don’t know how attempting to offer her customer service is scaryI also, reiterated that I was by myself, and had customers I needed to deal with and there was nothing I could do on a SundayI explained to her again, that I sent the paperwork to the email address she had originally providedI asked her to fill it out so that I could submit itShe became upset and demanded a refund at which point I told her that wasn’t an option, she has had the mattress for almost a yearShe became upset and decided upon exiting the store that she would yell across the room, “DON’T BUY HERE.” Although, it was a failed attempt to disrupt businessAt that point, I notified her, I would no longer be assisting her and she would need to contact *** directly regarding her warranty issueThere really isn’t anything I can do for her anyway, since she feels she does not have to follow the same rules as the rest of usAll customers have to submit a form accompanied by pictures which she is refusing to doThis is *** policyBed Butlers has always worked as a middle man between the customers and the manufacturersWe have fought many battles on our customer’s behalfSimply put, the last claim she submitted was denied because there wasn’t a legitimate issueShe may very well have an issue now but she doesn’t feel she should have to submit any evidence stating she doesShe feels we should take her word for itThe manufacturer requires documentationAnd after her failed attempt to disrupt business, in this store, her and *** *** are no longer allowed on the premises and I will not be putting delivery personnel in a hostile environmentI have notified *** of the issue and events that took place on SundayShe can work directly with the manufacturer to resolve her issueAgain, warranty issues are resolved by the manufacturer not Bed Butlers
Complaint: ***
I am rejecting this response because: I am upset, because after spending over $700.00, a mattress should be expected to last more than a few months To explain my comment, "That's scarey." --- Why would I want to repeat what I'd just be through again with no better results!
When the quality of a replacement is not better than the item being returned, why would I be expected to pay the difference for an upgrade? I would like to have this resolved with a complete refund This would be the best resolution for both parties I don't have to deal with them anymore, and they don't have to deal with me I appreciate your attention to this matter; I am anxious to have the matter behind me
Regards,
*** ***
myself and my wife visited this establishment to purchase an item, we explained to the sales person what we were looking for and thought we made it perfectly clear..she said she understood what we were wanting and proceeded to show my wife what was available and explain prices..long story short the sales person did not understand and sold us the wrong item ..the cost was higher then she originally quoted and because we needed the item we decided to go ahead and pay for it...we got the item home un-boxed it to find it was the wrong frame and we could not use itwe promptly called back to explain the mess up only to be talked to in an extremely rude fashionI went up to the location the next day and explained what was the problem they seemed to understand and work with me...because we had written a check they explained that we would have to wait till it cleared to be re imbursed (understandable) several day go by and because my wife is the bank manager she got a copy of the cleared check and went back the day after Christmas to get her money back only to be met with VERY RUDE behavior from both the owner and the sales person...VERY UNPROFESSIONAL ! the owner went as far as telling my wife that she hopes we never do business with them again and completely made there customer feel degraded and unappreciated..I would NEVER recommend them to anyone based on there treatment towards us as there customer ..the whole time that we tried to fix/explain the problem we were as cordial as possible and met with opposition and smart mouthed comments very unacceptable they DID NOT work with us they did not return/refund our money after charging a 15% restocking fee for there mistakewe were told that it could be as long as days before they would refund ...EVEN AFTER THE CHECK HAD ALREADY CLEARED THE BANK! NEVER AGAIN WILL WE SHOP HERE HORRIBLE CUSTOMER SERVICE !