BedMart Outlet

We have reached out to the customer via email per her request on April 13thOur Customer Service Representative has not received any missed calls or voicemails from the customer following this communication If the customer wishes to switch out her warrantied mattress for another then she must contact her salesperson to process this requestThe new order has been written and is awaiting the customer's call to set a delivery date In regards to the $difference between the two boxes, the matching box has always retailed for $The less expensive box was $100, which is why it was offered to the customer as an alternative to the more expensive matching boxWe are willing to upgrade the customer to this matching box for no additional cost due to the inconveniences she has experienced We have both called and emailed the customer with our offer and are awaiting her responseWe believe we have offered the customer a fair and satisfactory solution Thank you, BedMart Customer Service

Per our letter mailed to the customer on 2/22/2017, I have discussed the customer's concerns with the staff involved in this purchase and was informed of the following: - BedMart’s District Sales Manager Bill Minspected your mattress for warranty defects on 01/18/and found no issues using the warranty criteria established by Tempur-Pedic, the manufacturer - Since the requirements for a warranty claim were not met, we cannot process your request as a warrantyThe discomfort you experience while laying on the mattress is considered a comfort issue by the manufacturerTherefore, BedMart has offered to extend the terms of our 120-Night Comfort Guarantee to one month from the date you receive our letter sent on 2/22/Under the terms of this guarantee, you may exchange your mattress for another of equal or greater value - During your communication with District Manager Bill Mearlier this year, you informed him that your son would come to the store on your behalf and assist in selecting a new mattress to replace your Tempur-Pedic - As of February 24, 2017, we have not received any correspondence from you or your son regarding this exchange and cannot proceed until a replacement mattress is selected - In addition, BedMart is willing to waive the $exchange fee due to the inconvenience you have experienced Please note that there are limitations to BedMart’s Comfort Guarantee, as we cannot accept any mattress for exchange that has stains, soiling, and/or other damage that would void the mattress’ warrantyWe hope you will accept this offer, and we will do our best to assist you and/or your son in selecting a new mattress that fits your comfort needsPlease contact District Sales Manager Bill Mat the phone number provided in our mailed letter to proceed with the exchange processAgain, the extension of this offer expires one month from receipt of this letter Sincerely,BedMart Customer Service

The customer requested a refund on a purchase on 5/6/and BedMart immediately fulfilled the customer's requestCredit card refunds can take several days to fully process, which we attempted to explain to the customer.The customer's refund was processed the same day of her request, as shown by the refund slip attached to this response.On 5/8/15, BedMart’s customer service representative spoke with the customer and confirmed that the refund was processed to the correct credit cardOur hearts go out to the customer and her family during this difficult timeHowever, BedMart cannot immediately deposit funds into a customer’s account as it is beyond our capabilityOnce we have processed the refund, it is between the customer and the customer’s bankBedMart is not responsible for the number of days it takes for the bank to process the refund.Attachments: Settlement Report showing the date the refund was processed as well as the amount of the refund ($220) ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

To begin, the customer’s claim that his signature was forged is unsubstantiated. We have reviewed all signatures collected and they appear to be matching handwriting, and we have no reason to believe that a member of our trusted staff would commit such an act. Furthermore, we have spoken directly... with both salespeople who were in the store at the time of purchase and they both confirmed that all signatures were properly procured from the customer. The customer abandoned his property at our location, which is not a “return” as stated in the customer’s statement. BedMart does not accept title of these products and we have made multiple requests that the customer come claim his property. Description of Events: Customer purchased a queen mattress, queen Adjustable Base, extended warranty, mattress protector, and a pillow on 10/05/2015. The products were delivered 10/06/2015. Later that month on 10/14, the customer expressed dissatisfaction with his mattress. Per BedMart's Terms of Sale, the customer has the ability to exchange his new mattress for another of equal or greater value under BedMart's 120 Night Comfort Guarantee. The customer requested a refund on 10/20, which is against BedMart's Terms of Sale. The salesperson informed the customer that a refund is not an option, and that he may exchange his mattress under the terms of the 120 Night Comfort Guarantee. The customer refused to comply with BedMart's Terms of Sale, which state that adjustable foundations are final sale and that mattresses qualify for a One Time Comfort Exchange. The customer refused to work with our sales staff and instead chose to dump his product at our warehouse at the beginning of November 2015. Per our salesperson: "I assured [the customer] that he can choose something else in a comfort exchange. He expressed frustration that the comfort exchange might not prove to be the right choice and then he would be out of options. I asked him to go through our process and that I was confident that we could get it right. He opted to bypass our process and came to our warehouse one day and left his mattress and base at the entrance to our warehouse. He came in to the store after the fact and informed [the salesperson] that he wanted out of the deal and that Wells Fargo assured him of a refund. Our warehouse staff wrapped everything up to keep it clean and safe. His product is in our warehouse." The customer has dumped his product at the store. We do not accept this action as a return and we do not accept title of the product. BedMart has made multiple attempts to work with the customer but the customer refused to comply with the Terms of Sale. BedMart even offered to extend the customer’s comfort guarantee but the customer still refuses to come pick up his product. The customer informed us that he has already purchased a mattress from a different company. However, this does not release the customer from his obligation to pay for the mattress he purchased from BedMart. Wells Fargo (referred to WF in the customer's statement) has agreed with BedMart and reinforced that the customer is responsible for his purchases and must comply with BedMart’s Terms of Sale and the terms of the customer’s agreement with Wells Fargo. Again, we have made multiple attempts to work towards a solution with this customer but he refuses to cooperate with us. The customer made a decision to purchase the products, signed the paperwork, and will be held accountable to the agreements he entered. Thank you.

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 meSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:BedMart store salesperson requested on day of purchase, October 5, 2015, I sleep on bed for days before making a decision to keep the bedOn day of delivery, October 6, I contacted BedMart employee, Dale K***, by phone to report the mattress was not comfortable and after first night on bed, I realized information given by salesperson, Bill H [redacted] , was incorrectI contacted the mattress manufacturer customer service department and a representative confirmed information given by BedMart employee was not accurateWas advised by [redacted] (manufacturer of mattress) customer service agent, Jeff, information provided by BedMart sales staff regarding middle third of bed being reinforced with additional support and claims the mattress protector (also in dispute) being required to comply with warranty were inaccurate.BedMart indicated the items purchased from BedMart on October 5, were “dumped” outside the businessThe fact is, on November 2, all items were carefully placed in perfect condition in either original packaging or in protective wrap inside the BedMart warehouse with the assistance of BedMart warehouse manager, JasonThe return was witnessed by an individual who signed an affidavit attesting to the return.BedMart salesperson Dale K [redacted] indicated to me in the BedMart store on October 19, Bill H [redacted] sold me the wrong bed and acknowledged he confronted the salesman about the sale after I left the store (Dale never disputed making that statement in subsequent emails)However, in an email on October 31, Dale stated he believed “Bill was diligent .” in his actions with meThe misrepresentations by Bill and inconsistencies of Dale gave me strong reasons not to trust BedMart sale staff in any future transactions and I believed then and now my only recourse was to return the itemsOn October 20, I contacted BedMart employee Dale K [redacted] and indicated I wanted a refund and at that time he informed me BedMart does not offer refunds, only exchangesUnwilling to take a nearly $loss on the mattress exchange due to misrepresentation of product, I filed a dispute with Wells FargoIn addition to the mattress and mattress protector, the $adjustable foundation was also misrepresented with claims of inaccurate features and this item is also in disputeI honestly don’t know if the mattress sold me was the only available queen size bed at time of purchase or if sales staff just didn’t hear one word I said regarding my need for a supportive mattress or if staff just wanted to sell one of the most expensive beds in the showroom.Finally and most importantly, I do not recall reading or signing the terms of sale document BedMart provided to Wells Fargo to support its claim the transaction was valid (Wells Fargo forwarded that document to me)The signature on the BedMart terms of sale document is clearly not my signatureComplaints have been filed with Federal Trade Commission and State of Hawaii Office of Consumer Protection, Department of Commerce and Consumer AffairsFurthermore, on February 24, I exercised my rights under the FTC Fair Credit Billing Act to dispute the decision by Wells Fargo and will be waiting for its decision

Complaint: ***I am rejecting this response because:
Is it possible for me to speak with someone from the Revdex.com directly, as I am experiencing a huge amount of anxiety dealing with this company, even with this buffer of communicationI hope that there is an alternative and that I can get some advice/support on how to move forward
The bottom line with this purchase is that the bed was already replaced twice and both of those beds started falling apart within a few weeksMy fear in having the bed replaced a third time is that I will get the exact same result, and have to wait another 2-months for them to address itMeanwhile I am in pain and need to get a new (different) bedBy now I have communicated with different people from the company, all giving me slightly different informationI definitely want to keep communication in this format, and am not sure why the company reached out to me directly after I opened this complaint with the Revdex.comI did my best to respond to her phone call, but never received an email
Sincerely,*** ***

Issues Resolved

Complaint: ***I am rejecting this response because:
After having two faulty beds from the same manufacturer, I am not comfortable having the bed replaced with the same bed for a third timeI also do not have the funds to spend more than I paid initially for a higher quality mattress
This process has taken months, and I am still having to sleep on a bed that is causing me medical issues
The process has taken this long due to representatives of Bedmart being unresponsive, shuffling my complaint around from person to person, and finally just not responding
To be clear, at the time of purchase, I was told that the matching box spring was $100, so the salesperson was either attempting to give me a deal at the time, or was being dishonestI would like to assume he was trying to give me a deal
I received a voicemail from "Rachel" at Bedmart and returned a call, including my email address, and have not heard anything back from herI also attempted two more calls mid afternoon yesterday and got her voicemail againI feel at this point that it's better we have things in writing and with a Revdex.com arbitrator
Because this is such a long standing issue, that is causing me daily pain, and out-of-pocket medical expenses, I am basically pleading that Bedmart refund me JUST for the mattress, so that I can get one somewhere else at a comparable price that I know I can return without having to pay an $exchange fee each time the bed is faulty
In summary, I would like a refund for the mattress, and I am willing to take a hit on the box spring and the mattress coverI cannot afford to upgrade, and so I have no other choice here
Thank you for your understanding and prompt response.Sincerely,*** ***

Per the manufacturer, the product is no longer under warrantyAlthough the manufacturer has approved the seam repair, the cost to the customer for the cushion upgrades and the technician's travel time would be significantly high in comparison to the purchase price of the sofaAs such, we will be issuing a full refund for the purchase price of the sofa

Upon review of the email conversation between BedMart's Warranty Specialist and the customer, we have determined the following:
1) Boxes are recommended, not requiredThe original mattress was unfortunately faulty, which is why the customer's warranty claim was approved
2) The salesperson was
under the impression that the customer did not wish to spend the additional $for a matching box, so she was sold one by a different manufacturer that was less expensiveThe second issue with the mattress was another unfortunate warranty issue, but unrelated to the box that was purchasedThe customer's second warranty claim appears to have been approved as well.
3) The matching box retails at a higher price than the box that was originally purchasedSince nothing is wrong with the original box, it did not qualify for a warranty exchange (which is why there was a credit issued only for the mattress).
4) Due to the inconveniences experienced, we will switch out the current set for a matching one
We have contacted the customer and left a message on her voicemailWe are currently awaiting a call back to begin the exchange process
Thank you,
BedMart Customer Service

Hello Revdex.com,
I am writing to inform you that Bed Mart has retracted their statement that I had voided my warranty by removing the law tag. They are now telling me that as long as I still have the tag in my possession, that my warranty is still in effect. They
state the reason they had given me incorrect information is because this situation has never come up before, which I find hard to believe. The sales person Aron allowed me to exchange the mattress that I’ve had for days for one that I think will be more suitable. I am content with this resolution
Thank you for providing this invaluable service! Without the Revdex.com I know I would be left an unhappy customer with no recourse to bad business practices
Thanks again,
*** ***

Greetings,
We appreciate having this concern brought to our attentionA member of BedMart's Sales Management Team has been in contact with the customer and will be meeting with him today to reach a solution
Warm regards,
BedMart Customer Service

Per our letter mailed to the customer on 2/22/2017, I have discussed the customer's concerns with the staff involved in this purchase and was informed of the following:   -        BedMart’s District Sales Manager Bill M. inspected your mattress for warranty...

defects on 01/18/2017 and found no issues using the warranty criteria established by Tempur-Pedic, the manufacturer.  -        Since the requirements for a warranty claim were not met, we cannot process your request as a warranty. The discomfort you experience while laying on the mattress is considered a comfort issue by the manufacturer. Therefore, BedMart has offered to extend the terms of our 120-Night Comfort Guarantee to one month from the date you receive our letter sent on 2/22/2017. Under the terms of this guarantee, you may exchange your mattress for another of equal or greater value.  -        During your communication with District Manager Bill M. earlier this year, you informed him that your son would come to the store on your behalf and assist in selecting a new mattress to replace your Tempur-Pedic.  -        As of February 24, 2017, we have not received any correspondence from you or your son regarding this exchange and cannot proceed until a replacement mattress is selected.  -        In addition, BedMart is willing to waive the $99.95 exchange fee due to the inconvenience you have experienced.   Please note that there are limitations to BedMart’s Comfort Guarantee, as we cannot accept any mattress for exchange that has stains, soiling, and/or other damage that would void the mattress’ warranty. We hope you will accept this offer, and we will do our best to assist you and/or your son in selecting a new mattress that fits your comfort needs. Please contact District Sales Manager Bill M. at the phone number provided in our mailed letter to proceed with the exchange process. Again, the extension of this offer expires one month from receipt of this letter.   Sincerely,BedMart Customer Service

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.
I wish to update the complaint to read the  "dispute with BedMart is withdrawn, having been resolved to the satisfaction of all parties"Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:BedMart store salesperson requested on day of purchase, October 5, 2015, I sleep on bed for 21 days before making a decision to keep the bed. On day of delivery, October 6, I contacted BedMart employee, Dale K[redacted], by phone to report the mattress was not comfortable and after first night on bed, I realized information given by salesperson, Bill H[redacted], was incorrect. I contacted the mattress manufacturer customer service department and a representative confirmed information given by BedMart employee was not accurate. Was advised by [redacted] (manufacturer of mattress) customer service agent, Jeff, information provided by BedMart sales staff regarding middle third of bed being reinforced with additional support and claims the mattress protector (also in dispute) being required to comply with warranty were inaccurate.BedMart indicated the items purchased from BedMart on October 5, 2015 were “dumped” outside the business. The fact is, on November 2, all items were carefully placed in perfect condition in either original packaging or in protective wrap inside the BedMart warehouse with the assistance of BedMart warehouse manager, Jason. The return was witnessed by an individual who signed an affidavit attesting to the return.BedMart salesperson Dale K[redacted] indicated to me in the BedMart store on October 19, Bill H[redacted] sold me the wrong bed and acknowledged he confronted the salesman about the sale after I left the store (Dale never disputed making that statement in subsequent emails). However, in an email on October 31, Dale stated he believed “Bill was diligent….” in his actions with me. The misrepresentations by Bill and inconsistencies of Dale gave me strong reasons not to trust BedMart sale staff in any future transactions and I believed then and now my only recourse was to return the items. On October 20, I contacted BedMart employee Dale K[redacted] and indicated I wanted a refund and at that time he informed me BedMart does not offer refunds, only exchanges. Unwilling to take a nearly $2000.00 loss on the mattress exchange due to misrepresentation of product, I filed a dispute with Wells Fargo. In addition to the mattress and mattress protector, the $1699 adjustable foundation was also misrepresented with claims of inaccurate features and this item is also in dispute. I honestly don’t know if the mattress sold me was the only available queen size bed at time of purchase or if sales staff just didn’t hear one word I said regarding my need for a supportive mattress or if staff just wanted to sell one of the most expensive beds in the showroom.Finally and most importantly, I do not recall reading or signing the terms of sale document BedMart provided to Wells Fargo to support its claim the transaction was valid (Wells Fargo forwarded that document to me). The signature on the BedMart terms of sale document is clearly not my signature. Complaints have been filed with Federal Trade Commission and State of Hawaii Office of Consumer Protection, Department of Commerce and Consumer Affairs. Furthermore, on February 24, I exercised my rights under the FTC Fair Credit Billing Act to dispute the decision by Wells Fargo and will be waiting for its decision.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], working with bill it seems  like we will resolve the matter by the 18yh of february when the new bed arrives
Sincerely, [redacted]

The customer requested a refund on a purchase on 5/6/15 and BedMart immediately fulfilled the customer's request. Credit card refunds can take several days to fully process, which we attempted to explain to the customer.The customer's refund was processed the same day of her...

request, as shown by the refund slip attached to this response.On 5/8/15, BedMart’s customer service representative spoke with the customer and confirmed that the refund was processed to the correct credit card. Our hearts go out to the customer and her family during this difficult time. However, BedMart cannot immediately deposit funds into a customer’s account as it is beyond our capability. Once we have processed the refund, it is between the customer and the customer’s bank. BedMart is not responsible for the number of days it takes for the bank to process the refund.Attachments: 1 Settlement Report showing the date the refund was processed as well as the amount of the refund ($220). 
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Thank you for notifying us of this concern. We have contacted the manufacturer of the item in question and are waiting for their response. We will be contacting the customer directly once the manufacturer has responded to our inquiry.

We have reached out to the customer via email per her request on April 13th. Our Customer Service Representative has not received any missed calls or voicemails from the customer following this communication. 
If the customer wishes to switch out her warrantied mattress for another then she must contact her salesperson to process this request. The new order has been written and is awaiting the customer's call to set a delivery date. 
In regards to the $50 difference between the two boxes, the matching box has always retailed for $150. The less expensive box was $100, which is why it was offered to the customer as an alternative to the more expensive matching box. We are willing to upgrade the customer to this matching box for no additional cost due to the inconveniences she has experienced. 
We have both called and emailed the customer with our offer and are awaiting her response. We believe we have offered the customer a fair and satisfactory solution. 
Thank you,
BedMart Customer Service