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June 21, This is a reply to [redacted] ***s’ response to my original complaint I wish to reiterate that both the Salesman and Ceasar stated that “they were no longer selling this mattress due to many customers having similar complaints” This was told to me by the salesman in September 2015, and by Ceasar in January 2016, when Ceasar took pictures of the defective mattress at my house In paragraph of Ceasar’s Reply, he states that I “called their corporate office with inaccurate information” This is not true I called their Corporate Office and asked for the Owner of [redacted] ***, and was directed to the Owner’s voicemail I left a message stating that I was unhappy that I had been sold a mattress, known to be defective, by the Bell Road Store, and wished to come to an amicable agreement My call was never returned by Corporate However, Ceasar called me an hour later and offered me a credit, if I would come back to the store and pick out a different mattress I did go back to the store, and the salesman did his best to upsell us to a different mattress From their response, it appears that [redacted] is offering me the following options: ¦ A credit of $to be applied to another purchase at their store This is not acceptable to me I paid $917.51, for a mattress they knew to have had previous complaints, and stopped selling shortly after I bought it This fact was told to me by both Ceasar and Chuck ¦ Ship the Mattress to Spring Air in Fresno, Cafor repair or replacement at my expense The repair or replacement would be done at Spring Air’s discretion, according to the tag on the mattress, and could possibly be inapplicable, since I did not buy the foundation at [redacted] *** The salesman, “Chuck”, said I did not need to buy a new foundation, if my current foundation was less than years old In addition, why would I want another possibly defective mattress? My husband gathered shipping quotes yesterday The best quote he got was from UPS freight To send the defective mattress to zip code in Fresno, CA (the closest manufacturer) is $716.45, one-way! But again, Spring Air, at their discretion, may either repair or replace it, or do nothing As a consumer, it seems I am being taken advantage of by [redacted] *** When I went back to the store, the salesman used every tactic to upsell me to a different mattress I only want to be treated fairly The mattress is now functional for an area of one foot on each edge of the bed The hump in the middle is unusable We have not slept well for months I would accept a refund in the amount of $817.71, although I paid I no longer want to do business with this company, and do not want a store credit The $I am deducting is for the cheap mattress pad, which they claimed I needed to preserve the mattress warranty This was not a separate line item on the invoice, but I am willing to make that concession I would also hope that they would pick up the defective mattress at their charge Thank you, [redacted] / [redacted] Style Definitions */

Pursuant to maintaining a higher level of professionalism, we will ignore the personal attacks and stick to the facts.First, every review on our company has been written and posted by a real, buying customer We can back it up with an invoice on every one of them.Secondly, we sell only quality products and have thousands of customers that have purchased furniture for every room in the house; many of them "high end."Third, We are furnishing the customer with a digital picture of the "leatherette" sofa they purchased, which is clearly displayed in the catalog they chose it from.Again, we understand how a back order can inconvenience a customer As a measure of good faith, we will extend to the customer options to compensate for this Now that this customer is resorting to false, personal attacks, it is clearly evident they have no intention of working toward a mutually satisfying resolution Nevertheless, we will continue to honor our commitment to give this customer either a $cash refund; a $Cool Tech pillow; or, two $memory foam pillows However, we will not be held hostage by public slander against us to furnish this customer with a 50% refund.Please note: The customer did not mention the second and third options we offered them in their most recent complaint Instead, inaccurate, skewed and unwarranted complaints

On 9/20/MrW [redacted] chose a queen BED (not a mattress and Box) from our store and requested financing The financing process could not be completed because he did not have his driver’s license9/24/MrW [redacted] returned with the proper Identification and completed the [redacted] and signed the store invoice consummating the purchase Product was then requested from the California warehouse10/4/MrW [redacted] called us to see if he could also get the matching dresser He was told to return to the store so that a lease transfer with [redacted] Financing additional forms could be filled out and signed10/15/MrW [redacted] returned to the store and we got him approved for the lease transfer financing to add the dresser, but walked out before completing and signing the required paper work10/25/MrW [redacted] returned to the store and signed the paper work At that time, a delivery service form was filled out for delivery on 10/27/to MrWood’s 3rd floor apartment in Tempe10/27/Professional delivery service called MrW [redacted] to deliver his product MrW [redacted] did not respond (Customers must be there to sign for the product.) The delivery company returned his merchandise to our store and we were charged $Several messages were left for MrW [redacted] to contact Mattress Magic so that we could deliver his product We got no response He signed our purchase invoice that clearly states all sales final, non-cancelable, non-refundableLydell W [redacted] merchandise is still waiting for him in our warehouse His contact information on this Revdex.com complaint shows that he has moved to Albuquerque, New Mexico We do not have a delivery service that can deliver out of state He is welcome to make his own delivery arrangements

As Mattress Magic mentioned "throughout each phase of the interaction" this is because it was a very long, grueling, and drawn-out process In fact, it engulfed three months of my and my girlfriend's lives We are trying to discredit Mattress Magic, because they deserve to be discredited In fact, they are not a real business If you look on the reviews on Google of their website, it will show you that have been removed because they are not reliable reviews This is because they have made up fake duplicate e-mail accounts to write fake good reviews in an attempt to bolster their sham of a business Any remaining good reviews for this business are probably also 90-percent fake and created by those that work there.We didn't thank them for the loaner because it was something you could buy at a store like Walmart for around dollars and because it came after month of us hounding them about the original couch The loaner was terribly uncomfortable, not worth sitting on, and we ended up sitting on our kitchen and computer chairs for more months until the couch we attempted to order came.The couch that we looked at and ordered with Jeff from the catalog was gray fabric and I'm not sure why he wrote down 'leatherette' after he was looking right at the image with us a leather option of that same model was not even shown in the catalog we are currently searching for the receipt (we have digital proof of the transaction should they attempt to now pretend it didn't happen now) The conversation about the dollar rebate (an insult considering the circumstances) happened before we even received the couch Anyone in the Phoenix area or business working with this company should know that these are incompetent, unreasonable, shady and delusional people They should be given a wide berth in all ways, shapes and forms

Not only did MrW*** avoid responding to our numerous phone calls and messages regarding setting up another attempt to deliver, he also contacted the financial institution, *** Financial and tried to cancel his lease to own transaction with themTempo contacted Mattress Magic for clarification They refused MrW*** request, agreeing with our “Purchase Policy Agreement” on our invoice which clearly states “All Sales are final, non-cancelable, and non-refundable.” I have attached the invoice in order to show MrLydell W*** signature agreeing with these terms for the 10/25/final purchase of a dresser and a gray platform bed along with a delivery charge of $79. Also attached is the Delivery Service Form showing the agreed delivery date. Mattress Magic feels that MrW*** breached his contract with us and avoided our calls hoping his obligation would disappear. He was unable to hide from his contractual payments to Tempo Financial and is trying to put the blame on usOnce again his gray platform bed (no mattress was purchased) and dresser have been here for monthsWe will dismiss the storage charges. As a company, we do not take his slanderous threats regarding social media and news channels lightly either. I would suggest he call UPS and arrange for shipping of his product to New Mexico

Nothing was delivered, no letter or notice was left on the doorThis company failed or more times to provide me a definite delivery date, I have set up a forwarding address to the Tempe address and nothing was ever forwardedThe reason I rejected the calls was no product has ever been delivered after weeks of needing itI tried to give them my business and nothing on their end held upI do not believe they have the product in storage, as UN organized as this business is I don't believe thatThis is a fraud, based upon their online reviews I have read similar issues with customers having issuesThis to me is a scam and there was no issues with my Drivers LicenseThis is a total Lie The sales man is discombobulated, confused and has no actual sense on how to conduct business and given the correct information on when the product is to be deliveredOne minute he said oh come in and pick up your product, and then he said it will be delivered on this day and that dayI grew frustrated with the process and I was new to Phoenix and needed a bed, the bed frame was ordered "grey" not sure why it wasn't mentioned The mystery mattress was about 400.00, the bed frame was about and the night stand was about 100.00-with tax it came out to just over $1,which I would not have mind paying if I received the product!!!! All sales are final, OK then deliver the product!!!!!! That makes sense but a contact is just a piece of paper if both sides are not honoredMy Bank account was being debited so I have shown no refusal when it comes to the contact, I grew annoyed and out weighed when nothing was deliveredI felt harassed in the end and this was the reason why I didn't want to answerBy the way, I was the one calling and calling about thisUp until I said I wanted to refuse the order, the sales man JEFF called me and started his harassing calls that this was going on my credit So they may seem that they held up their end but that is not the caseThey are trying to manipulate the story and make it seem as if I am responsible for something that was never deliveredBottom line, the product is in storage is a foul lie, this is a bluff, they cant even deliver product nonetheless store itI want this removed from my credit or I will take the next step and go to ALL social media and news channels until this is resolvedAs the the Revdex.com I came to you for help and I was in Phoenix up until 12/and NOT ONCE did I receive a letter in the mail stating it was delivered or that it was in storageI don't ever seen a real company making a few calls and call hold a potential customer accountable based off of not answering a callNo letters were sent and this is not a way to conduct business, even if it is a entrepreneurship type of businessI want this removed, sell your product and get your money and lie to someone else

While Mattress Magic has provided "above & beyond" service to this customer, they continue to misstate the facts This appears to be an attempt to manipulate the Revdex.com through accusation to not only discredit our organization, but to bully us into a 50% discount as
well.Throughout each phase of this business transaction, we have extended a "fair hand" to address the product back-order issue We purchased and furnished the customer with a new sofa as a loaner for them to use until their order arrived, with no thanks, mind you After the customer received the leatherette sof/sectional they ordered, Our salesman, Jeff, spoke directly with the customer over the phone to respond to their request for some sort of discount to address the back order of their purchase The customer was offered $cash, a $memory foam pillow, or two memory foam pillows valued at $ The customer said he would discuss the options with his wife There was no mention whatsoever of Mattress Magic ordering the wrong sofa/sectional during that call, our last conversation with the conversation.It's fair to point out that the customer had in their possession for three months a signed copy of their detailed invoice specifying a "leatherette" sofa sectional; not one in fabric

Revdex.com:
I have reviewed the 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 appear below
At no point in any of this
process have I tried to cancel my purchaseI called concerned with the product I was purchasing not including the trundleAfter research and going to several places the price I was paying for the bed included the trundle where the salesman tried charging me a significant amount more for a piece that is suppose to be included at the price I was paying. Their is no point in any of this process that any of the employees or himself have shown slightly decent customer serviceEven after the man continued to yell at me and insult my intelligence and my morals we still had the intentions of purchasing the unitAfter he had offered to include the trundle I did not continue to "try to cancel my order" at no point were my intentions to cancel I was concerned that the piece was suppose to be included for the price I was payingAnd after horrible customer service and complete insult and when I called several times to pay the remaining balance of the product I have still not received a response backNot even to be informed that he has rescinded his offer to include itI have called several times and nothingMy fiancé has even called and was able to speak to a salesman once that told him "we don't just let people talk to the manager" and at one point the owner did call my fiancé and after speaking to him again gave no solution to the issue but did ask several questions about me and then proceeded to state "she sounds like a nice person, I haven't seen it." He completely disrespected a customer concerned with a product they are purchasing, and once an outside party (Revdex.com) is brought into it, attempts to cover the horrible business ethics, customer service and his and his employees actions by accusing me of attempting to cancel my order and breach my contract. I am generally concerned with how this company conducts its business in such an unprofessional and disrespectful manner
Regards,
*** ***

Response to Complaint #***The customer did spend $for a mattress and protector plus tax and $for delivery on 7/4/from Chuck Two months later she spoke with myself, Caesar G***, store Manager Chuck had left the company for health reasons.In January 2016, I
took pictures of her mattress at her home The year factory warranty would cover her problem and the manufacturer would repair or replace it but she would have to pay for shipping both ways to California. May she called again and I informed her that we no longer were carrying Spring AirWe offered her a $in store credit which is the price she paid for the mattress She came to the store but did not find a mattress that she liked for $and did not want to pay for a higher priced mattress Her option was to contact Spring Air and have them repair or replace the mattress.She then called our corporate office with inaccurate information She kept saying that Chuck offered her only $credit I called her and reiterated that we were giving her $store credit and she would have to pay $69(rate increase) to have a new mattress from us delivered to her. Spring Air told her that she would have to pay for shipping to and from their California plant, because shipping is not covered by the warranty I have always treated her professionally and with respect She even thanked me for going out of my way and coming to her house to check her mattress Mattress Magic is still offering to honor our first proposal.Ceasar G***, Glendale Store Manager

7/12/2016Second response to customer complaint #***In Mrs***’s response she continuously includes inaccurate information, which includes saying she bought her mattress from *** ***(Our name is Mattress Magic)She did call Mattress Magic’s main store and spoke with Jeff, one of our sales people He did not put her into the owner’s voice mail because we don’t have voice mail at any of our stores He did however put her on hold and called me in Glendale I told Jeff that Mrs*** has a $credit at the Glendale store and not $ I told him to tell her I would call her and I did and reiterated that she has a store credit of $at my store.Over the course of the last seven years, we have carried different brands of mattresses and we have always taken care of our customers, even if we no longer carry the brand in question.Our initial offer still stands for months.Cesar G***Glendale Store Manager

Pursuant to maintaining a higher level of professionalism, we will ignore the personal attacks and stick to the facts.First, every review on our company has been written and posted by a real, buying customer.  We can back it up with an invoice on every one of them.Secondly, we sell only quality products and have thousands of customers that have purchased furniture for every room in the house; many of them "high end."Third, We are furnishing the customer with a digital picture of the "leatherette" sofa they purchased, which is clearly displayed in the catalog they chose it from.Again, we understand how a back order can inconvenience a customer.  As a measure of good faith, we will extend to the customer options to compensate for this.  Now that this customer is resorting to false, personal attacks, it is clearly evident they have no intention of working toward a mutually satisfying resolution.  Nevertheless, we will continue to honor our commitment to give this customer either a $50.00 cash refund; a $179.00 Cool Tech pillow; or, two $99.00 memory foam pillows.  However, we will not be held hostage by public slander against us to furnish this customer with a 50% refund.Please note: The customer did not mention the second and third options we offered them in their most recent complaint.  Instead, inaccurate, skewed and unwarranted complaints.

On 9/20/16 Mr. W[redacted] chose a queen BED (not a mattress and Box) from our store and requested financing.  The financing process could not be completed because he did not have his driver’s license. 9/24/16 Mr. W[redacted] returned with the proper Identification and completed the [redacted] and...

signed the store invoice consummating the purchase.  Product was then requested from the California warehouse. 10/4/16 Mr. W[redacted] called us to see if he could also get the matching dresser.  He was told to return to the store so that a lease transfer with [redacted] Financing additional forms could be filled out and signed. 10/15/16 Mr. W[redacted] returned to the store and we got him approved for the lease transfer financing to add the dresser, but walked out before completing and signing the required paper work. 10/25/16 Mr. W[redacted] returned to the store and signed the paper work.  At that time, a delivery service form was filled out for delivery on 10/27/16 to Mr. Wood’s 3rd floor apartment in Tempe. 10/27/16 Professional delivery service called Mr. W[redacted] to deliver his product.  Mr. W[redacted] did not respond.  (Customers must be there to sign for the product.) The delivery company returned his merchandise to our store and we were charged $79. Several messages were left for Mr. W[redacted] to contact Mattress Magic so that we could deliver his product.  We got no response.  He signed our purchase invoice that clearly states all sales final, non-cancelable, non-refundable. Lydell W[redacted] merchandise is still waiting for him in our warehouse.  His contact information on this Revdex.com complaint shows that he has moved to Albuquerque, New Mexico.  We do not have a delivery service that can deliver out of state.  He is welcome to make his own delivery arrangements.

As Mattress Magic mentioned "throughout each phase of the interaction"...  this is because it was a very long, grueling, and drawn-out process.  In fact, it engulfed three months of my and my girlfriend's lives.  We are trying to discredit Mattress Magic, because they deserve to be discredited.  In fact, they are not a real business.  If you look on the reviews on Google of their website, it will show you that 171 have been removed because they are not reliable reviews.  This is because they have made up fake duplicate e-mail accounts to write fake good reviews in an attempt to bolster their sham of a business.  Any remaining good reviews for this business are probably also 90-95 percent fake and created by those that work there.We didn't thank them for the loaner because it was something you could buy at a store like Walmart for around 75 dollars and because it came after 1 month of us hounding them about the original couch.  The loaner was terribly uncomfortable, not worth sitting on, and we ended up sitting on our kitchen and computer chairs for 2 more months until the couch we attempted to order came.The couch that we looked at and ordered with Jeff from the catalog was gray fabric and I'm not sure why he wrote down 'leatherette' after he was looking right at the image with us...  a leather option of that same model was not even shown in the catalog...  we are currently searching for the receipt (we have digital proof of the transaction should they attempt to now pretend it didn't happen now)...  The conversation about the 50 dollar rebate (an insult considering the circumstances) happened before we even received the couch...  Anyone in the Phoenix area or business working with this company should know that these are incompetent, unreasonable, shady and delusional people.  They should be given a wide berth in all ways, shapes and forms.

June 21,
This is a reply to [redacted]s' response to my original complaint.
I wish to reiterate that both the Salesman and Ceasar stated
that "they were no longer selling this mattress due to many customers having
similar complaints". This was told to me
by the salesman in September 2015, and by Ceasar in January 2016, when Ceasar
took pictures of the defective mattress at my house
In paragraph of Ceasar's Reply, he states that I "called
their corporate office with inaccurate information". This is not true. I called their Corporate Office and asked for
the Owner of [redacted], and was directed to the Owner's voicemail. I left a message stating that I was unhappy
that I had been sold a mattress, known to be defective, by the Bell Road Store,
and wished to come to an amicable agreement.
My call was never returned by Corporate.
However, Ceasar called me an hour later and offered me a credit, if I
would come back to the store and pick out a different mattress. I did go back to the store, and the salesman
did his best to upsell us to a different mattress
From their response, it appears that [redacted] is
offering me the following options:
¦
A credit of $to be applied to another purchase at their
store. This is not acceptable to
me. I paid $917.51, for a mattress they
knew to have had previous complaints, and stopped selling shortly after I
bought it. This fact was told to me by
both Ceasar and Chuck
¦
Ship the Mattress to Spring Air in Fresno, Cafor repair or replacement at my expense. The repair or replacement would be done at Spring Air's discretion,
according to the tag on the mattress,
and could possibly be inapplicable, since I did not buy the foundation
at [redacted]. The salesman, "Chuck",
said I did not need to buy a new foundation, if my current foundation was less
than years old. In addition, why would
I want another possibly defective mattress?
My husband
gathered shipping quotes yesterday. The
best quote he got was from UPS freight. To
send the defective mattress to zip code in Fresno, CA (the closest
manufacturer) is $716.45, one-way! But
again, Spring Air, at their discretion, may either repair or replace it, or do
nothing
As a consumer, it
seems I am being taken advantage of by [redacted]. When I went back to the store, the salesman
used every tactic to upsell me to a different mattress. I only want to be treated fairly. The mattress is now functional for an area of
one foot on each edge of the bed. The
hump in the middle is unusable. We have
not slept well for months
I would accept a refund in the amount of $817.71, although I
paid 917.71. I no longer want to do
business with this company, and do not want a store credit. The $I am deducting is for the cheap
mattress pad, which they claimed I needed to preserve the mattress
warranty. This was not a separate line
item on the invoice, but I am willing to make that concession. I would also hope that they would pick up the
defective mattress at their charge
Thank you,
[redacted]