Comforts of Home, Inc.

Initial Business Response /* (1000, 5, 2017/03/02) */
The customer bought a king size Sealy mattress with an adjustable base on 2/3/17. We did not talk about attaching a headboard to the adjustable base. They received an extra discount from Sealy and from Comforts of Home.
On 2/10/17, the...

customer came back and bought a full size Sealy mattress with a different adjustable base. The base that they purchased the week before was no longer on sale, but we were able to get them a very similar priced adjustable base. While we were heading back to the register to ring up the other order, it was asked about attaching her headboard. I told her she would need brackets to attach the base to a headboard, those are not a standard feature. Both of these adjustable based are designed to set down in a bed frame. The brackets are something that we do sell in case you do not have a complete bed frame.
The customer asked the price, for a set of brackets. He said he was a fabricator and would not pay that price. He wanted to take a picture of the piece so he could make them. I adjusted the bed, so he could get the best photo possible. He asked if the, the 90- degree piece was on the frame. I responded, "I didn't think so but let me ask my husband." My husband said he wasn't sure, but he thought so. So, we left it at that. The customer made it clear he was not buying the brackets at the cost of [redacted] a set. The customer told me, he could make the brackets. So whether the 90-degree piece was there or not, the customer was not going to purchase the brackets, as per his many proclamations. He was making them.
After his delivery, the customer called angry because the 90-degree was missing. I apologized and offered to give him a s set of brackets for one bed, since we never discussed brackets on the original purchase. I thought I was meeting him half way. He told me he was going to bash Comforts of Home on Facebook and with all of his friends and family, possible sue us and turn us over to the Revdex.com.
We have given the customer, 1: Free delivery and set up, which is a [redacted] value, 2: [redacted] off of both mattresses totaling [redacted] 3: An extra [redacted] discount on both adjustable bases.
The customer is out nothing. He just did not get something he did not pay for. He told us repeatedly he was not buying the brackets.
Initial Consumer Rebuttal /* (3000, 7, 2017/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are several errors and misleading statements in the owners response. 1. I never said that I could make the brackets with or without the 90 degree turn being on the bed frame. What I said was that I could get a bracket made to attach to the 90 degree turn and to the bed frame. 2. The discounts from Sealy ( [redacted] off), the [redacted] discount for the sale price of the bases or free delivery have no bearing on the issue. Even with the discounts, we spent [redacted] for two beds. 3. We were never told that the design of the full size bed frame was any different than the king size frame. 4. We were never told that we could use a regular bed frame instead of the one that came with the unit. Had we been told that we would not have gotten rid of the bed frames that we had for the mattresses that we were replacing. 5. I never said anything about suing the owners. 6. At no time did I ask to take a photo of the bed frame, that is simply not true. My cell phone is a "track phone", it makes a call and receives a call it has no camera. The mattress was raised up so I could see the bracket assembly that is when I asked if the 90 degree turn was part of the bed frame and I was told that it was. 7. I never said I was a "fabricator". What I said was that I have 3 sons who are iron workers and they could make an attachment to attach to the 90 degree turn and then to the bed frame.
The issue is and still is that I was told that the 90 degree turns would be on the bed frames and they were not. The owners may sell the bracket kits for [redacted] a set, but they certainly do not cost the owners $79.99/set. Their cost is certainly less than 1/2 of the [redacted] If the owners do not wish to resolve the complaint by providing two sets of the brackets, then I as a consumer am certainly entitled to share my experiences with this company to my family and friends.
Just a few years ago we purchased several thousand dollars worth of furniture from this same company two recliners, sofa, two end tables, two lamps and a large coffee table. I am pretty sure the loss of business for my family and friends will be much greater than the small expense to the owner to resolve this issue.