I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowRegards,
*** *** *** Metro Mattress stated they attempted to resolve this issue numerous
times. They did not. Only one offer was made. On 4/13/
MetroMattress offered to refund money. I did receive a call 4/or
4/7/. MetroMattress did not make an offer at this time. I was
simply asked "did anyone ask me if I wanted a free upgrade". No one
did. Prior to my complaint, Metro Mattress did ask me if I had thought
of an upgrade. Never mentioned at no cost. MetroMattress also asked me
how I paid. I told them Synchrony Bank. I paid the amount on the
invoice which was $777.58. I was told MetroMattress would get back to
me. On 4/12/MetroMattress called. I was told they would refund my
money after mattress and foundation were picked up. I told them I would
get back to them. Because of my concern of what that refund would be, I
called on 4/13/to ask. The answer was $658.80. Because I
requested the full amount of $in my complaint, I did not accept
the offer. On 4/14/I hand carried two invoices for my purchase to
MetroMattress. The grand total of 1st invoice with GM Stretchwick full
matt protector NOT purchase was $777.58. I accepted an offer of a GM
Stretchwick full matt protectot at no cost. The 2nd invoice was
changed. The price of the protector was deducted from price of
mattress. Still the final grand total was $777.58. Since my purchase
and before my complaint to Revdex.com, I made contact with MetroMattress in
person or by phone at least times trying to resolve this. I also
contacted Mattress Marshalls at least times. I have each of these
dates and conversations documented. It as been months of stress which
often leads to health problems. It is certainly more than inconvient
and disruptive as MtetoMattress stated. I simply want a full refund
$at the same time their merchandise is returned. This is
certainly the way other companies handle returns: i.e. ***, *** ***. In the long run, what are the odds that an upgraded mattress
would be perfect if the first three mattresses were defective. Was the
3rd mattress (Serta Pillow Top) supposed to be a better mattress? It
failed also. The most important fact in this response is two invoices
showing $with or without protector. Because I purchased a
(new?) mattress, MetroMattress took my old mattress. My old mattress
should be returned so I won't be without a mattressHow can Metro
Mattress be surprised I cannot accept their offer since they have
procrastinated causing me to sleep on defective mattresses for NINE
(9)months. In all cases of defected mattresses I reported defect
after less than days of use. I request a full refund of $as
shown on both invoices
This email is in response to the rebuttal sent by Mr*** Mr*** is mistaken concerning the One Year Sleep On It Guarantee The Sleep On It Guarantee does not allow for the return and refund of the purchase It is a comfort exchange program that allows customers to exchange their bed for another in the event that they believe they selected the incorrect bed This program began in January of 2015, which is about months after Mr*** made his purchase. This program is completely unrelated to the warranty against defect offered by the manufacturer Metro Mattress’ offer of prorated credit remains as it would be exactly what the manufacturer would be obligated to offer under the terms of their warrantyRespectfully, Mark IBell, Jr.Director of Service & Procurement Metro Mattress Corp
Metro Mattress has been in contact with Ms*** on several occasions and have even agreed to make special exceptions to our policies to allow her to exchange the merchandise she originally selected for something more suitable to her needs. Our most recent conversation
took place on Monday 02/15/16. We are unclear as to why this complaint has been filed, when Metro Mattress has been very attentive to Ms***’s needs If there are any further questions pertaining to this complaint, feel free to contact me during business hours at ###-###-#### Respectfully, Mark IB*** **Director of Service & Procurement Metro Mattress
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I would like a refund for the balance due this is robbery and I feel that it is also illegal
Regards,
*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowFIRST I WOULD LIKE TO SAY MY GRANDMOTHER DID NOT APOLIZE AT ALL SHE WAS PRETTY FUSTRATED AT THIS POINT BECAUSE SHE SAID IT WAS TO PRICEY AND WE HAD TO STICK WITH THIS COMPANY.THE PRICE I AM PAYING IS NOT WORTH IT AND WAS TREATED POORLY.VERY UNHAPPY!!!!! Regards, *** ***
To whom it may concern: When Metro Mattress was made aware of the issue with Ms***'s EZ Base we immediately attempted to offer her a replacement at no additional cost to her She wanted a full refund which was not an option Upon receiving her Revdex.com complaint we contacted her again
and she accepted our offer to replace her base with a Simmons queen foundation (again at no charge to her) This new foundation was delivered on March 31, As of the date of this response it is Metro Mattress' understanding that this customer complaint has been fully addressed. If there are any further issues please contact me directly at 315-218-1234. Regards, Jason R***Chief Financial Officer
Metro Mattress has made an offer allowing Mr*** to exercise an exchange of the base as outlined in our previous responses This authorization is a special exception to our policy being made solely based on the fact that Mr*** feels he was misled We are trying to meet somewhere in the middle as we do not feel that Mr***’s request for a full refund is reasonable based on the facts laid out in previous responses
I have been in contact with Ms*** to better explain what her son’s mattress warranty states and covers We discussed at length the fact that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp All decisions concerning the warranty claim are made by the Manufacturer This includes the validity of the claim, and any replacement model offered Additionally, we clarified the metrics used by the manufacturer in defining a defect. I also further explained why Metro Mattress utilizes a 3rd party inspection company for warranty claims This is a further protection of the consumer to have an independent party report the findings in order to keep all reported free of any partiality. I believe that Ms*** now better understands the reason that the manufacturer has denied her son’s warranty claim and know what her son should look for in the future in identifying a defect in his bedRespectfully, Mark BDirector of Service & Procurement Metro Mattress
We do apologize for the delay Being that the warranty on all products is offered by the manufacturer, Metro Mattress does not have the authority to approve or deny warranty claims There was a brief delay in getting the results reviewed by the manufacturer However, according to
my records MsWhite’s mattress was exchanged on 01/07/17.Respectfully,Mark B***Metro Mattress
Metro Mattress has been in contact with Ms*** over the past few weeks in an attempt to rectify this situation Ultimately, as a gesture of good faith to Ms***, Metro Mattress has agreed to allow Ms*** the ability to return the adjustable foundation bases for a refund.
The location in which Ms*** made her purchase has arranged a date to swap the adjustable foundations with a standard foundation, and the refund amount has been established Metro Mattress is pleased to report this complaint to be rectified to the customer’s satisfaction. Respectfully, Mark *** Director of Service & Procurement Metro Mattress
It is never our intent for any consumer to feel confused or betrayed during their transaction with Metro Mattress And we offer our sincerest apologies to Mr*** in this regard Since the time this complaint was filed, the Regional Manager in this area has been in touch with Mr***
and was able to correct the problems at hand, including arranging for the delivery of the product as agreed upon as well as returning the pillows in question It is our sincere hope that these actions can satisfy MrLove’s account
This email is in response to the complaint filed by Mr*** *** (ID #***). First it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp All
decisions concerning the warranty claim are made by the Manufacturer This includes the validity of the claim, and any replacement model offered However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer This includes all necessary paperwork, inspection, and communication with the consumer. Upon Mr***’ filing of the complaint, Metro Mattress did order the inspection of the mattress in question Upon receipt of the in-home assessment results, Mr***’ mattress did not meet the manufacturer’s minimum requirements to qualify for replacement of the mattress in question. Metro Mattress has notified Mr*** that solely in an effort to try and capture enough data to get the manufacturer’s approval for exchange, we are going to have a second assessment performed Metro Mattress is attempting everything in our power to give Mr*** the benefit of the doubt. Metro Mattress does not see grounds to grant Mr*** proposed resolution As previously stated, Metro Mattress is not responsible for the warranty coverage on this sleep set, nor do we have the authority to approve for the exchange of product Our hope is that the second inspection might show something previously overlooked that might be able to be exploited in Mr***’ behalf We certainly would prefer for Mr*** to be able to exchange his mattress However, the manufacturer will not grant approval without clear proof of a defect. If there are any further questions pertaining to this account, please feel free to reach me during business hours at ###-###-####.Respectfully,*** ***Director of Service & ProcurementMetro Mattress
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
This letter is in response to the complaint filed by *** ***, ID # *** The nature of this complaint pertains to his ability to Mr***’ ability to receive multiple good faith discounts on his purchase. The 50% discount originally offered to Mr*** was due to the fact
that the manufacturer of the original model he purchased offered to repair his bed in lieu of a replacement under the terms of the manufacturer’s limited warranty Due to Mr*** not wanting to make the exchange, Metro Mattress offered Mr*** a one-time purchase of any bed at a 50% discount This was done as a gesture of good faith, and was completely unrelated to the manufacturer’s warranty. Mr*** took Metro Mattress up on the offer and selected a bed at the discount offered Sometime after receiving the new bed, Mr*** decided that he had perhaps selected a bed that was not the right fit for his comfort needs Under the terms of the One Year Sleep On It Comfort Guarantee, Mr*** has the ability to make an exchange However, the pricing structure is spelled our very clearly in the policy on Mr***’ receipt This is not a free program It is unfortunate when a consumer selects a bed they come to find uncomfortable, and Metro Mattress is pleased to be able to offer a program allowing customer’s a solution to this problem However, to be candid, the policy is costly to execute, hence to necessity for the reselection pricing structure spelled out on the proof of purchase. Metro Mattress is not looking to be unreasonable in this situation The location in which the original purchase was made has been instructed to contact Mr*** to discuss possible resolutions They have been given significant authorizations to aide in finding a solution However, it should be made clear that the One Year Sleep On It Guarantee is a one-time exchange Once Mr*** executes this exchange, he will not have the ability to do so again. If there are any further questions pertaining to this account, please feel free to reach me during business hours at (315) 218-1235. Respectfully, Mark I*** *** Director of Service & Procurement Metro Mattress Corp
First, it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp All decisions concerning the warranty claim are made by the Manufacturer This includes the validity of
the claim, and any replacement model offered However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer This includes all necessary paperwork, inspection, and communication with the consumer. Mattress manufacturer’s do not keep models in production in perpetuity, and normally will change all of their model lines about once per year In the event that the manufacturer approves the replacement of a model due to defect, but that model is no longer in production, they will authorize the exchange with a model in their current line that matches the same level of quality and support as the model being replaced The approved model is shown to the customer in advance of delivery. Concerning Mr***’s statement about having been sold a product “not suited for his condition” Metro Mattress does our best to help consumers choose a sleep system that works best for them However, comfort is subjective and the consumer must ultimately decide that matter Additionally, if Mr*** had a specific need or type of mattress, that would need to have been discussed in the selection process and not year after it was delivered Metro Mattress does not claim to offer medical advice to consumers Mr***’s specific needs due to a personal affliction are now being discussed in hindsight, as they were seemingly not requested by Mr*** at the time of selection. As previously stated, Mr*** does have a valid manufacturer’s limited warranty covering this mattress In the event that there is a defect, Metro Mattress (as we have done before) will make sure the manufacturer holds up their obligation as set forth in that warranty Unfortunately, the warranty does not cover issues due to preference Without proof of a defect in Mr***’s merchandise, Metro Mattress is not authorized to replace the mattress in question.Respectfully,Mark B***Director of Service & ProcurementMetro Mattress
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards,
*** *** The response is totally inaccurate. The first Mattress delivered was "defective" (mushy in the middle) I was told that that happened because of the way it was standing in the warehouse. I have pictures of the second mattress delivered. It was terribly uncomfortable and had "urine stains" on it ( I have pictures) I was told not to mention the stains because they wouldn't take it back. The current mattress is aweful too. My daughter slept on it and said that it was so uncomfortable and it is difficult to turn over on it. She's a year old athlete
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.My Customer ID is *** :I do not agree with this decisionI was not informed of the onetime exchange of the mattressI know I should have read the contract, but who does I went to the store to explain that for the price I paid for the product the mattress was sinking inthe sales consultant explained that if the product didn’t show any significant indentation the manufacturer warranty wouldn’t replace it, however I could purchase another mattress of my liking since it was before the year was upThey lead me to believe I could to buy another mattress and pay the difference since it was before the year markSince purchasing this new bed I have had to spend more money on the bed along with doctor bills from the pain caused by the bedI’m paying for a bed I can’t sleep inI would even consider taking back the original mattress that I had purchasedI paid good money for a product and expect the company to follow through to keep all paying customers happyI am asking the company to make an exception as a paying customer. Regards, *** ***
This letter is in response to the complaint filed by *** ***, ID # *** The nature of this complaint pertains to his ability to use a pre-existing bedframe with the merchandise purchased from Metro Mattress. The issue at hand is Mr***’s desire to use a headboard and
footboard he already owned that is a different size than the merchandise he selected with Metro Mattress Upon deposing of the associates involved with the sale, as well as the Regional Manager also involved, we feel that Mr*** was informed that this was a very unique request to make of Metro Mattress, and we would do our best to accommodate the unorthodox use of two different sized goods However, being that this was uncharted territory, we could not guarantee success. In an attempt to satisfy this request, Metro Mattress has sent several technicians to Mr***’s home to try and find a solution We have special ordered new bed rails and components, and even have another appointment for Friday 02/12, to come back to Mr***’s home and try and fabricate adapters to try and make this work. Moreover, Metro Mattress has offered Mr*** a 50% discount on the purchase of a headboard/footboard in the same size as the bedding he selected as yet another solution proposition. We can appreciate Mr***’s frustration with the fact that the bedstead cannot be set up as sturdy as if he had purchased bedding to match the size of the pre-existing furniture It is Metro Mattress’ position that we have, and continue to do everything in our power to try and accommodate this request It is certainly not common placed for Metro Mattress to get involved with the altering of goods not purchased from us We feel our actions thus far have been very attentive, and above and beyond the agreement of sale We will continue to try our best, but do not see ground for the return and refund of Mr***’s purchase. If there are any further questions pertaining to this account, please feel free to reach me during business hours at (315) 218-1235.Respectfully, Mark IB*** *** Director of Service & Procurement Metro Mattress Corp
This email is in response to the complaint filed by Ms*** *** (ID #***) The nature of M***’s complaint pertains to the Comfort Exchange program offered by Metro Mattress. Metro Mattress offers the Comfort Exchange program for customers
that feel they selected the wrong mattress for their needs after delivery This program is not a part of the warranty coverage, nor is Metro Mattress obligated to offer such recourse The program exists solely as a gesture of good faith to our consumers so that they are afforded the opportunity to reselect off of a mattress they do not like. The policy, and all associates fees/charges are specifically stated on Ms***’s proof of purchase Ms*** was in possession of the proof of purchase for days before she accepted any goods This is considered a more than reasonable amount of time for Ms*** to review the policy Attached to this response is a copy of Ms***’s original invoice executed on 06/05/ Ms*** did sign acknowledging receipt of the Terms & Conditions of purchase Delivery of these goods was not accepted until 07/01/15. Metro Mattress is pleased to offer a program affording customers this recourse It has been determined that Ms*** had an adequate amount of time to review and question these policies Ms***’s financing did not become active until she actually took possession of the merchandise Ms*** may still afford herself to the Comfort Guarantee as it is published on her invoice. If there are any further questions pertaining to this account, I can be reached during business hours at (315) 218-1235. Respectfully, Mark IBell, JrDirector of Service & Procurement Metro Mattress
This letter is in response to the chargeback filed by *** *** (ID #: ***) The nature of this complaint pertains to Ms***’s request for a refund on her purchase. While Metro Mattress can empathize with the alleged allergic reaction
experienced by Ms***, her request exceeds the options afforded her under the terms and conditions of purchase agreed upon If Ms*** selected a mattress that does not work for her needs, she does have the ability to perform an exchange under the 1-Year Sleep On It Guarantee As it is fully explained on Ms***’s receipt, the 1-Year SLEEP ON IT Guarantee states the following in the first paragraph:1-Year SLEEP ON IT Guarantee If you find that within ONE YEAR after the receipt of your bedding, you are not satisfied with your purchase, Metro Mattress will allow you a one-time exchange of your complete sleep set (mattress and foundations - excluding adjustable bed bases), for another sleep set of equal or lesser value This offer is a One Time Only ExchangeNo exceptions.…Moreover, the Terms and Conditions of purchase also state:REFUND POLICYALL SALES ARE FINAL.MERCHANDISE MAY NOT BE RETURNED FOR REFUND AT ANY TIME. Metro Mattress is pleased to have this program in which Ms*** can exchange her mattress to a model that better suits her needs Based on the information and documentation with this account, Metro Mattress does not find grounds to honor Ms***’s request for a full refund However, as a gesture of good faith Metro Mattress is willing to make an exception for Ms*** and waive the exchange fees associated with the 1-Year SLEEP ON IT Guarantee It is our hope that Ms*** understands that this offer is being made as an attempt at a reasonable accommodation to a valued customer
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowRegards,
*** *** *** Metro Mattress stated they attempted to resolve this issue numerous
times. They did not. Only one offer was made. On 4/13/
MetroMattress offered to refund money. I did receive a call 4/or
4/7/. MetroMattress did not make an offer at this time. I was
simply asked "did anyone ask me if I wanted a free upgrade". No one
did. Prior to my complaint, Metro Mattress did ask me if I had thought
of an upgrade. Never mentioned at no cost. MetroMattress also asked me
how I paid. I told them Synchrony Bank. I paid the amount on the
invoice which was $777.58. I was told MetroMattress would get back to
me. On 4/12/MetroMattress called. I was told they would refund my
money after mattress and foundation were picked up. I told them I would
get back to them. Because of my concern of what that refund would be, I
called on 4/13/to ask. The answer was $658.80. Because I
requested the full amount of $in my complaint, I did not accept
the offer. On 4/14/I hand carried two invoices for my purchase to
MetroMattress. The grand total of 1st invoice with GM Stretchwick full
matt protector NOT purchase was $777.58. I accepted an offer of a GM
Stretchwick full matt protectot at no cost. The 2nd invoice was
changed. The price of the protector was deducted from price of
mattress. Still the final grand total was $777.58. Since my purchase
and before my complaint to Revdex.com, I made contact with MetroMattress in
person or by phone at least times trying to resolve this. I also
contacted Mattress Marshalls at least times. I have each of these
dates and conversations documented. It as been months of stress which
often leads to health problems. It is certainly more than inconvient
and disruptive as MtetoMattress stated. I simply want a full refund
$at the same time their merchandise is returned. This is
certainly the way other companies handle returns: i.e. ***, *** ***. In the long run, what are the odds that an upgraded mattress
would be perfect if the first three mattresses were defective. Was the
3rd mattress (Serta Pillow Top) supposed to be a better mattress? It
failed also. The most important fact in this response is two invoices
showing $with or without protector. Because I purchased a
(new?) mattress, MetroMattress took my old mattress. My old mattress
should be returned so I won't be without a mattressHow can Metro
Mattress be surprised I cannot accept their offer since they have
procrastinated causing me to sleep on defective mattresses for NINE
(9)months. In all cases of defected mattresses I reported defect
after less than days of use. I request a full refund of $as
shown on both invoices
This email is in response to the rebuttal sent by Mr*** Mr*** is mistaken concerning the One Year Sleep On It Guarantee The Sleep On It Guarantee does not allow for the return and refund of the purchase It is a comfort exchange program that allows customers to exchange their bed for another in the event that they believe they selected the incorrect bed This program began in January of 2015, which is about months after Mr*** made his purchase. This program is completely unrelated to the warranty against defect offered by the manufacturer Metro Mattress’ offer of prorated credit remains as it would be exactly what the manufacturer would be obligated to offer under the terms of their warrantyRespectfully, Mark IBell, Jr.Director of Service & Procurement Metro Mattress Corp
Metro Mattress has been in contact with Ms*** on several occasions and have even agreed to make special exceptions to our policies to allow her to exchange the merchandise she originally selected for something more suitable to her needs. Our most recent conversation
took place on Monday 02/15/16. We are unclear as to why this complaint has been filed, when Metro Mattress has been very attentive to Ms***’s needs If there are any further questions pertaining to this complaint, feel free to contact me during business hours at ###-###-#### Respectfully, Mark IB*** **Director of Service & Procurement Metro Mattress
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I would like a refund for the balance due this is robbery and I feel that it is also illegal
Regards,
*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowFIRST I WOULD LIKE TO SAY MY GRANDMOTHER DID NOT APOLIZE AT ALL SHE WAS PRETTY FUSTRATED AT THIS POINT BECAUSE SHE SAID IT WAS TO PRICEY AND WE HAD TO STICK WITH THIS COMPANY.THE PRICE I AM PAYING IS NOT WORTH IT AND WAS TREATED POORLY.VERY UNHAPPY!!!!! Regards, *** ***
To whom it may concern: When Metro Mattress was made aware of the issue with Ms***'s EZ Base we immediately attempted to offer her a replacement at no additional cost to her She wanted a full refund which was not an option Upon receiving her Revdex.com complaint we contacted her again
and she accepted our offer to replace her base with a Simmons queen foundation (again at no charge to her) This new foundation was delivered on March 31, As of the date of this response it is Metro Mattress' understanding that this customer complaint has been fully addressed. If there are any further issues please contact me directly at 315-218-1234. Regards, Jason R***Chief Financial Officer
Metro Mattress has made an offer allowing Mr*** to exercise an exchange of the base as outlined in our previous responses This authorization is a special exception to our policy being made solely based on the fact that Mr*** feels he was misled We are trying to meet somewhere in the middle as we do not feel that Mr***’s request for a full refund is reasonable based on the facts laid out in previous responses
I have been in contact with Ms*** to better explain what her son’s mattress warranty states and covers We discussed at length the fact that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp All decisions concerning the warranty claim are made by the Manufacturer This includes the validity of the claim, and any replacement model offered Additionally, we clarified the metrics used by the manufacturer in defining a defect. I also further explained why Metro Mattress utilizes a 3rd party inspection company for warranty claims This is a further protection of the consumer to have an independent party report the findings in order to keep all reported free of any partiality. I believe that Ms*** now better understands the reason that the manufacturer has denied her son’s warranty claim and know what her son should look for in the future in identifying a defect in his bedRespectfully, Mark BDirector of Service & Procurement Metro Mattress
We do apologize for the delay Being that the warranty on all products is offered by the manufacturer, Metro Mattress does not have the authority to approve or deny warranty claims There was a brief delay in getting the results reviewed by the manufacturer However, according to
my records MsWhite’s mattress was exchanged on 01/07/17.Respectfully,Mark B***Metro Mattress
Metro Mattress has been in contact with Ms*** over the past few weeks in an attempt to rectify this situation Ultimately, as a gesture of good faith to Ms***, Metro Mattress has agreed to allow Ms*** the ability to return the adjustable foundation bases for a refund.
The location in which Ms*** made her purchase has arranged a date to swap the adjustable foundations with a standard foundation, and the refund amount has been established Metro Mattress is pleased to report this complaint to be rectified to the customer’s satisfaction. Respectfully, Mark *** Director of Service & Procurement Metro Mattress
It is never our intent for any consumer to feel confused or betrayed during their transaction with Metro Mattress And we offer our sincerest apologies to Mr*** in this regard Since the time this complaint was filed, the Regional Manager in this area has been in touch with Mr***
and was able to correct the problems at hand, including arranging for the delivery of the product as agreed upon as well as returning the pillows in question It is our sincere hope that these actions can satisfy MrLove’s account
This email is in response to the complaint filed by Mr*** *** (ID #***). First it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp All
decisions concerning the warranty claim are made by the Manufacturer This includes the validity of the claim, and any replacement model offered However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer This includes all necessary paperwork, inspection, and communication with the consumer. Upon Mr***’ filing of the complaint, Metro Mattress did order the inspection of the mattress in question Upon receipt of the in-home assessment results, Mr***’ mattress did not meet the manufacturer’s minimum requirements to qualify for replacement of the mattress in question. Metro Mattress has notified Mr*** that solely in an effort to try and capture enough data to get the manufacturer’s approval for exchange, we are going to have a second assessment performed Metro Mattress is attempting everything in our power to give Mr*** the benefit of the doubt. Metro Mattress does not see grounds to grant Mr*** proposed resolution As previously stated, Metro Mattress is not responsible for the warranty coverage on this sleep set, nor do we have the authority to approve for the exchange of product Our hope is that the second inspection might show something previously overlooked that might be able to be exploited in Mr***’ behalf We certainly would prefer for Mr*** to be able to exchange his mattress However, the manufacturer will not grant approval without clear proof of a defect. If there are any further questions pertaining to this account, please feel free to reach me during business hours at ###-###-####.Respectfully,*** ***Director of Service & ProcurementMetro Mattress
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
This letter is in response to the complaint filed by *** ***, ID # *** The nature of this complaint pertains to his ability to Mr***’ ability to receive multiple good faith discounts on his purchase. The 50% discount originally offered to Mr*** was due to the fact
that the manufacturer of the original model he purchased offered to repair his bed in lieu of a replacement under the terms of the manufacturer’s limited warranty Due to Mr*** not wanting to make the exchange, Metro Mattress offered Mr*** a one-time purchase of any bed at a 50% discount This was done as a gesture of good faith, and was completely unrelated to the manufacturer’s warranty. Mr*** took Metro Mattress up on the offer and selected a bed at the discount offered Sometime after receiving the new bed, Mr*** decided that he had perhaps selected a bed that was not the right fit for his comfort needs Under the terms of the One Year Sleep On It Comfort Guarantee, Mr*** has the ability to make an exchange However, the pricing structure is spelled our very clearly in the policy on Mr***’ receipt This is not a free program It is unfortunate when a consumer selects a bed they come to find uncomfortable, and Metro Mattress is pleased to be able to offer a program allowing customer’s a solution to this problem However, to be candid, the policy is costly to execute, hence to necessity for the reselection pricing structure spelled out on the proof of purchase. Metro Mattress is not looking to be unreasonable in this situation The location in which the original purchase was made has been instructed to contact Mr*** to discuss possible resolutions They have been given significant authorizations to aide in finding a solution However, it should be made clear that the One Year Sleep On It Guarantee is a one-time exchange Once Mr*** executes this exchange, he will not have the ability to do so again. If there are any further questions pertaining to this account, please feel free to reach me during business hours at (315) 218-1235. Respectfully, Mark I*** *** Director of Service & Procurement Metro Mattress Corp
First, it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp All decisions concerning the warranty claim are made by the Manufacturer This includes the validity of
the claim, and any replacement model offered However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer This includes all necessary paperwork, inspection, and communication with the consumer. Mattress manufacturer’s do not keep models in production in perpetuity, and normally will change all of their model lines about once per year In the event that the manufacturer approves the replacement of a model due to defect, but that model is no longer in production, they will authorize the exchange with a model in their current line that matches the same level of quality and support as the model being replaced The approved model is shown to the customer in advance of delivery. Concerning Mr***’s statement about having been sold a product “not suited for his condition” Metro Mattress does our best to help consumers choose a sleep system that works best for them However, comfort is subjective and the consumer must ultimately decide that matter Additionally, if Mr*** had a specific need or type of mattress, that would need to have been discussed in the selection process and not year after it was delivered Metro Mattress does not claim to offer medical advice to consumers Mr***’s specific needs due to a personal affliction are now being discussed in hindsight, as they were seemingly not requested by Mr*** at the time of selection. As previously stated, Mr*** does have a valid manufacturer’s limited warranty covering this mattress In the event that there is a defect, Metro Mattress (as we have done before) will make sure the manufacturer holds up their obligation as set forth in that warranty Unfortunately, the warranty does not cover issues due to preference Without proof of a defect in Mr***’s merchandise, Metro Mattress is not authorized to replace the mattress in question.Respectfully,Mark B***Director of Service & ProcurementMetro Mattress
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards,
*** *** The response is totally inaccurate. The first Mattress delivered was "defective" (mushy in the middle) I was told that that happened because of the way it was standing in the warehouse. I have pictures of the second mattress delivered. It was terribly uncomfortable and had "urine stains" on it ( I have pictures) I was told not to mention the stains because they wouldn't take it back. The current mattress is aweful too. My daughter slept on it and said that it was so uncomfortable and it is difficult to turn over on it. She's a year old athlete
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.My Customer ID is *** :I do not agree with this decisionI was not informed of the onetime exchange of the mattressI know I should have read the contract, but who does I went to the store to explain that for the price I paid for the product the mattress was sinking inthe sales consultant explained that if the product didn’t show any significant indentation the manufacturer warranty wouldn’t replace it, however I could purchase another mattress of my liking since it was before the year was upThey lead me to believe I could to buy another mattress and pay the difference since it was before the year markSince purchasing this new bed I have had to spend more money on the bed along with doctor bills from the pain caused by the bedI’m paying for a bed I can’t sleep inI would even consider taking back the original mattress that I had purchasedI paid good money for a product and expect the company to follow through to keep all paying customers happyI am asking the company to make an exception as a paying customer. Regards, *** ***
This letter is in response to the complaint filed by *** ***, ID # *** The nature of this complaint pertains to his ability to use a pre-existing bedframe with the merchandise purchased from Metro Mattress. The issue at hand is Mr***’s desire to use a headboard and
footboard he already owned that is a different size than the merchandise he selected with Metro Mattress Upon deposing of the associates involved with the sale, as well as the Regional Manager also involved, we feel that Mr*** was informed that this was a very unique request to make of Metro Mattress, and we would do our best to accommodate the unorthodox use of two different sized goods However, being that this was uncharted territory, we could not guarantee success. In an attempt to satisfy this request, Metro Mattress has sent several technicians to Mr***’s home to try and find a solution We have special ordered new bed rails and components, and even have another appointment for Friday 02/12, to come back to Mr***’s home and try and fabricate adapters to try and make this work. Moreover, Metro Mattress has offered Mr*** a 50% discount on the purchase of a headboard/footboard in the same size as the bedding he selected as yet another solution proposition. We can appreciate Mr***’s frustration with the fact that the bedstead cannot be set up as sturdy as if he had purchased bedding to match the size of the pre-existing furniture It is Metro Mattress’ position that we have, and continue to do everything in our power to try and accommodate this request It is certainly not common placed for Metro Mattress to get involved with the altering of goods not purchased from us We feel our actions thus far have been very attentive, and above and beyond the agreement of sale We will continue to try our best, but do not see ground for the return and refund of Mr***’s purchase. If there are any further questions pertaining to this account, please feel free to reach me during business hours at (315) 218-1235.Respectfully, Mark IB*** *** Director of Service & Procurement Metro Mattress Corp
This email is in response to the complaint filed by Ms*** *** (ID #***) The nature of M***’s complaint pertains to the Comfort Exchange program offered by Metro Mattress. Metro Mattress offers the Comfort Exchange program for customers
that feel they selected the wrong mattress for their needs after delivery This program is not a part of the warranty coverage, nor is Metro Mattress obligated to offer such recourse The program exists solely as a gesture of good faith to our consumers so that they are afforded the opportunity to reselect off of a mattress they do not like. The policy, and all associates fees/charges are specifically stated on Ms***’s proof of purchase Ms*** was in possession of the proof of purchase for days before she accepted any goods This is considered a more than reasonable amount of time for Ms*** to review the policy Attached to this response is a copy of Ms***’s original invoice executed on 06/05/ Ms*** did sign acknowledging receipt of the Terms & Conditions of purchase Delivery of these goods was not accepted until 07/01/15. Metro Mattress is pleased to offer a program affording customers this recourse It has been determined that Ms*** had an adequate amount of time to review and question these policies Ms***’s financing did not become active until she actually took possession of the merchandise Ms*** may still afford herself to the Comfort Guarantee as it is published on her invoice. If there are any further questions pertaining to this account, I can be reached during business hours at (315) 218-1235. Respectfully, Mark IBell, JrDirector of Service & Procurement Metro Mattress
This letter is in response to the chargeback filed by *** *** (ID #: ***) The nature of this complaint pertains to Ms***’s request for a refund on her purchase. While Metro Mattress can empathize with the alleged allergic reaction
experienced by Ms***, her request exceeds the options afforded her under the terms and conditions of purchase agreed upon If Ms*** selected a mattress that does not work for her needs, she does have the ability to perform an exchange under the 1-Year Sleep On It Guarantee As it is fully explained on Ms***’s receipt, the 1-Year SLEEP ON IT Guarantee states the following in the first paragraph:1-Year SLEEP ON IT Guarantee If you find that within ONE YEAR after the receipt of your bedding, you are not satisfied with your purchase, Metro Mattress will allow you a one-time exchange of your complete sleep set (mattress and foundations - excluding adjustable bed bases), for another sleep set of equal or lesser value This offer is a One Time Only ExchangeNo exceptions.…Moreover, the Terms and Conditions of purchase also state:REFUND POLICYALL SALES ARE FINAL.MERCHANDISE MAY NOT BE RETURNED FOR REFUND AT ANY TIME. Metro Mattress is pleased to have this program in which Ms*** can exchange her mattress to a model that better suits her needs Based on the information and documentation with this account, Metro Mattress does not find grounds to honor Ms***’s request for a full refund However, as a gesture of good faith Metro Mattress is willing to make an exception for Ms*** and waive the exchange fees associated with the 1-Year SLEEP ON IT Guarantee It is our hope that Ms*** understands that this offer is being made as an attempt at a reasonable accommodation to a valued customer