Bedrooms West

Revdex.com Complaint ID # [redacted] Customer: [redacted] I sold Mr [redacted] this mattress on 6/16/We spent a considerable amount of time trying to find him a mattress that fit his needsBecause of his larger size I recommended a firmer mattress and he ultimately tried the Restonic Oxford FirmI discussed with him the fact that because he was a big guy that any mattress he choose would show body impressions and wear sooner than someone that was smaller in statue The mattress he finally chose was very comfortable to him while he was in the storeI inquired if he needed a box foundation as the mattress requires a solid base to insure its continued reliability and retain the manufacture warrantyHe said he didn’t need one as the one he had was in good shapeI went over the manufacture warranty information with him and set up delivery time and concluded the transactionAfter we received his call about the issues he was having with his mattress, we contacted our delivery person to find out about the support system that they placed the mattress onWe were informed that the customer had them remove an old mattress and replace it with the new mattress on top of two other old mattressesThis mattress requires a solid foundation and the issues just might be caused with this lack of foundational support combined with him being a larger guyNot placing a mattress on a solid foundation voids the manufacturer warrantyHe did not inform me of his plans to place the mattress on top of other mattresses and not directly onto a solid foundationI would have informed him that the warranty would be void if he did thisI have worked for Bedrooms West for years and we have never had a “day in store warranty policy” and under no circumstances have I ever implied thatWe take great strides to make sure that the customer has chosen a good mattress match with our recommendations and their needs before they make the purchaseWe have worked with our Oregon made Restonic mattress manufacturer for plus years and have never had an issue with the mattress that we represent and sell to be received different than the one we orderedMr [redacted] did receive the mattress model that he purchased The label on the mattress is “Oxford Firm” and made to that models specific specificationThe warranty card is always in the mattresses bag and the warranty code is listed on the LAW labelExtra warranty cards are always available in the store or on line if customer failed to receive oneThe warranty on this mattress is years for manufacturer defectsWe are sales representatives only and all warranty determinations are the responsibility of the manufacturer with us as a liaisonWe are sorry that Mr [redacted] is not happy with his mattress purchaseWe feel we did not misrepresent the product.Shelly S*Bedrooms West, Oregon City

Complaint: [redacted] I am rejecting this response because:Every line of this response was a lieI was the one that asked about my weight and she was the one that assured me that there would not be a problemI came with my sister, as I needed to borrow money to help pay for this, and she was there for the whole conversationNo word was said about box springs in store whatsoeverThe reason for my suspect that the model is different then the display we agreed upon is because of seeing a display that shows the internal parts; this segment had extra duty coils and wraps around the outside edges that seems totally missing from the full mattress I receivedThat was important to me cause I sit on the edge of my bed to get dressed - something the sales lady and I talkedThe delivery men that dropped off the mattress took off a plastic wrapper, and may have taken whatever warranty with the wrapping by mistake, because we never received it at that timeThe mattress was is on a firm box spring (1/king size box-springs on a metal frame), not at all broken downFor the first day only, it was also on another mattress, but it was too high for me to get in and out of bed, so it was promptly removed by my caretakerThe deliver men did not say anything either about the additional mattress voiding the warrantyI am completely appalled by the total reversal of roles of questions and statements between myself and this sales ladyAs well as the outright denials and additions to our conversation on 06/16/described here Sincerely, [redacted]

Complaint: ***I am rejecting this response because:
I am not satisfied with the responseFirst of all, they did not address the issue of no exchangesNo where is it stated that you cannot exchange the mattress if it does not work for you within a reasonable amount of timeSecond fact is this is not buyers remorse!! We needed a mattress and knew it would be an investment, we just wanted to exchange it for something more comfortableThird fact is there are other local businesses that sell locally made mattresses that do have exchange policies and it is not from a foreign country
Very disappointed with this business and would not recommend them, customer service needs a lot of work
Sincerely,*** ***

Complaint: [redacted]
I am rejecting this response because:Every line of this response was a lie. I was the one that asked about my weight and she was the one that assured me that there would not be a problem. I came with my sister, as I needed to borrow money to help pay for this, and she was there for the whole conversation. No word was said about box springs in store whatsoever. The reason for my suspect that the model is different then the display we agreed upon is because of seeing a display that shows the internal parts; this segment had extra duty coils and wraps around the outside edges that seems totally missing from the full mattress I received. That was important to me cause I sit on the edge of my bed to get dressed - something the sales lady and I talked. The delivery men that dropped off the mattress took off a plastic wrapper, and may have taken whatever warranty with the wrapping by mistake, because we never received it at that time. The mattress was is on a firm box spring (2 1/2 king size box-springs on a metal frame), not at all broken down. For the first day only, it was also on another mattress, but it was too high for me to get in and out of bed, so it was promptly removed by my caretaker. The deliver men did not say anything either about the additional mattress voiding the warranty. I am completely appalled by the total reversal of roles of questions and statements between myself and this sales lady. As well as the outright denials and additions to our conversation on 06/16/2016 described here.
Sincerely,
[redacted]

To: The Revdex.com
Complaint ID [redacted]
From: Bedrooms West
1-28-16
A response to the letter of Complaint from [redacted]:
 
We are disappointed to hear that Ms. [redacted] was unhappy with her purchase that was made in January of 2015. We try to make sure that each customer is...

satisfied and educated with their selection. A mattress is a very personal choice and we all have different sleeping styles and sleeping needs. It is a purchase that needs to be made with ones unique circumstances and preferences in mind. We cannot guarantee that a customer will be able to sleep comfortably on any certain surface, as no one mattress is perfect for any individual. We try to educate the customer on the quality and the materials that go into each mattress and try to match that sleeping surface to the customers needs as best we can. We represent our products honestly both in pricing and the product information specifications given to us by our manufactures.
 
We are a small locally owned company selling bedroom furniture and mattresses for 31 years and we choose the products we represent very carefully. We sell locally “made to order” mattresses and do not purchase containers full of foreign made mattresses and mark them up for large profit margins. Because we operate on a smaller scale than the chain mattress stores we do not offer a “30 day Rest Test”. The customer just decided it wasn’t comfortable after taking possession. We do not sell used mattresses and even charities like Goodwill will not accept used mattresses. We are unable to offer a refund for buyer’s remorse issues. We are sorry that the customer is dissatisfied with their purchase decision.

Revdex.com Complaint ID # [redacted]Customer: [redacted]I sold Mr. [redacted] this mattress on 6/16/2016. We spent a considerable amount of time trying to find him a mattress that fit his needs. Because of his larger size I recommended a firmer mattress and he ultimately tried the...

Restonic Oxford Firm. I discussed with him the fact that because he was a big guy that any mattress he choose would show body impressions and wear sooner than someone that was smaller in statue.  The mattress he finally chose was very comfortable to him while he was in the store. I inquired if he needed a box foundation as the mattress requires a solid base to insure its continued reliability and retain the manufacture warranty. He said he didn’t need one as the one he had was in good shape. I went over the manufacture warranty information with him and set up delivery time and concluded the transaction. After we received his call about the issues he was having with his mattress, we contacted our delivery person to find out about the support system that they placed the mattress on. We were informed that the customer had them remove an old mattress and replace it with the new mattress on top of two other old mattresses. This mattress requires a solid foundation and the issues just might be caused with this lack of foundational support combined with him being a larger guy. Not placing a mattress on a solid foundation voids the manufacturer warranty. He did not inform me of his plans to place the mattress on top of other mattresses and not directly onto a solid foundation. I would have informed him that the warranty would be void if he did this. I have worked for Bedrooms West for 30 years and we have never had a “90 day in store warranty policy” and under no circumstances have I ever implied that. We take great strides to make sure that the customer has chosen a good mattress match with our recommendations and their needs before they make the purchase. We have worked with our Oregon made Restonic mattress manufacturer for 20 plus years and have never had an issue with the mattress that we represent and sell to be received different than the one we ordered. Mr. [redacted] did receive the mattress model that he purchased.  The label on the mattress is “Oxford Firm” and made to that models specific specification. The warranty card is always in the mattresses bag and the warranty code is listed on the LAW label. Extra warranty cards are always available in the store or on line if customer failed to receive one. The warranty on this mattress is 10 years for manufacturer defects. We are sales representatives only and all warranty determinations are the responsibility of the manufacturer with us as a liaison. We are sorry that Mr. [redacted] is not happy with his mattress purchase. We feel we did not misrepresent the product.Shelly S[redacted]Bedrooms West, Oregon City