BedMart Outlet

Complaint: [redacted]I am rejecting this...

response because:I have been told the same thing since May and the last time I spoke to someone, [redacted] from [redacted] told me that the manufacturer was not going to honor the warranty. This is obviously a defective product that I purchased from The Outlet not the manufacturer.When I last contacted the store manager Luis V[redacted], I never got a reply back so I have no reason to believe that contacting the manufacturer will be any different this time as was told by Mr. V[redacted] he had done that on several occasions.I feel that I have been patient with them trying to get this situation resolved, but I feel that I am getting the run around.Sincerely,[redacted]

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 me. Sincerely, [redacted]