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 had no choice but to accept a replacement for me broken platformI had no bed to sleep on, suffering from sleep apnea and sciaticaI stopped hearing from Metro Mattress completely and made several calls to try and get a resolutionWhen I went into the store - I went there to get my money backI was met by a woman named Mandy who was nothing but rude and condescending to meI had my father with me to give me a little bit of supportHe was basically told to "SHUT UP" and he was not going to be spoken toI spent two nights sleeping on a small sized couch - further aggravating my sciaticaNo one seemed concerned that I had no bedAs long as they all slept in their beds that night, I guess that is okaywhen the two delivery guys showed up the next day, they removed my mattress and both looked at each other and said "This was put together wrong, we can fix this." I advised them that there was to be no fixing of anythingWhy was it put together incorrectly in the first place? No one at Metro Mattress wants to answer that questionWhen the platform fell apart, it ripped the fabric surrounding itThe two men ten proceeded to make comments about the gentleman that had originally built it, all while I was standing right thereThe level of professionalism during this whole event was extremely poorI am still seeking some form of financial compensation for the two nights I was without a bed, the way both my father and I were treated and the general poor customer service show by Metro MattressIt's funny that as I talk to friends of mine, seems a lot of them have had issues with Metro MatressHow the Revdex.com can support a business like this is unbelievable. Regards, *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I will contact the bank and close the account. Thank you for your help and direction. Regards,
*** ***
This complaint I a different issue than the last complaint As stated previously, Mr*** did receive a replacement in April of relating to his original bedding set The replacement was authorized by the manufacturer based upon noise in the coil unit. Concerning the claim Mr*** filed on this new mattress, we apologize that he has not yet heard on the results We were under the impression that the manufacturer had reached out to him Also as previously stated, 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. Upon in-home assessment, the inspector noted a body impression of less than 1” The manufacturer’s limited warranty does state the following:WHAT IS NOT COVERED … Impressions less than that of 1-1/2”This is and represents the conforming of the surface to the shape of a sleeper; much like the insoles of a quality pair of shoes. Based on the inspection information, the mattress in Mr***’ home has been classified as in good condition and functioning within expected parameters Therefore, the request for replacement has been denied Mr*** does have a valid year warranty on the product, so if the performance of the mattress does exceed the parameters of the manufacturer’s warranty, then he should certainly notify Metro Mattress so we can file another claim on his behalf I have included a copy of the Manufacturer’s Limited Warranty for Mr***’ records. Respectfully, Mark I*** Jr. Director of Service & Procurement Metro Mattress Corp
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,*** *** I am faxing you a copy of my contract stating I paid $1,plus tax = $1,619.99 for my mattress I now am requesting the full credit. I financed the set through the store of $1,619.99. They have lied to me and have cheated me of my full refund / or exchange. I do not want to have anything to do with this Company. I went into the store on at 2/27/regarding a exchange on my mattress they showed me their contract stating the mattress $giving me a credit of $I argued with them. Later that evening they called and said they would give me a credit of $1,299.99. I received a letter from Revdex.com that the store stated I could have a credit of the actual dollar amount I spent but the store said NO. I want nothing to do with them and would like to return the bad mattress and box springs for a full credit of $1,619.99. Thank You *** *** # ***. Metro Mattress has all bad reviews online amount I spent when I showed it to them they said NO
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 b**ow
Regards, *** *** I received from metro mattressEverything I read has already been told to me, and Mark B*** stands by his decision to not offer me a refund of my moneyAs I stated previously, my wife is a veteran with a service related back disability and her sleeping on a quality mattress is my number one priorityI was simply requesting a refund so that we could invest in a local mattress from a Company in Hawaii to make things easier if we had further issuesI'm sure her having back problems is not a concern of Metro Mattress as they want to stick me with the same mattress that inflames her back pain now I will ensure fellow FT Drum Soldiers know what kind of Company this is and highly recommend them to stay clear of Metro MattressHow is it you have personnel that can deliver mattresses to the installation but no one has access to come take photos? That seems very odd to me that you state it could take months for someone to gain access to ftdrumI am very disappointed I spent my hard earned money on this mattress and that I gave it to a Company like thisI will contact FTDrum legal office to see if there are any further steps I can take or try and recommend this Company to the off limit establishments for Soldiers
As was explained in the previous response, the mattress currently in Ms***’s home is the same model selected in the store. The manufacturer of the *** collection has verified that the *** is the national name for the model that Ms*** selected. *** is a name given to Metro Mattress, as is custo*** in the bedding industry. If Ms*** would like to once again reselect to a mattress that her daughter is able to turn in easier, we will certainly allow her to do so
*** * We are very glad that Ms*** informed us of this issue Upon further investigation, it was found that the associate handling this for Ms*** entered the exchange incorrectly The replacement model that Ms*** was seeking should have been
what was delivered at no charge. I am pleased to report that Ms*** has been contacted by the store in which the purchase was originally made, and a delivery date has been set to rectify the situation If there are any further questions pertaining to this account, please feel free to reach me during business hours at *** ***.Respectfully,Mark B***Director of Service & ProcurementMetro Mattress
To Whom It May Concern: I discussed the issue with Ms*** upon receiving this complaint to gain more details. She indicated that the law label was supposed to be attached to her mattress was in fact there but it was blank. As a result she was unable to register her mattress
on the manufacturer's website since she didn't have the serial number that is printed on the law label. Metro Mattress has agreed to exchange her mattress for another mattress at no cost to Ms***. The exchange is currently scheduled to take place on March 17th and was accepted in full satisfaction of the outlined issue. Thank you
Consumer filed new complaint: Billing or Collection Issues I had purchased a Mattress set for + tax =$1,the mattress was sinking in after months useThe store gave me a credit on the mattress only of 1,and held back 10% for the foundation I thought the foundation was okay but it wasn'tI picked out a new set from a different manufacturer Beauty Rest the cost of this set was $1,+tax = $1,The salesmen would not give me a new receipt showing the new price he said he could not put it in the system because it would show has a sale and he did not take any money in I asked him to hand write the total on my receipt that had all $o.oo for the set he said it was not necessaryWhen the new set was delivered to me the drivers said my foundation on the return set was broke and that needs to be returned alsoWe called the store and told them about the foundation and that I needed to be credited for the complete setThey said they would have to talk to someone that they could not make that call this took place on March 11, I have not heard from them at all I tried to call them on March 25, and no one answered the store phone (they have Caller ID)Since I returned a complete mattress set that I paid $1,including the tax and the new set was $1,the tax is $= $1,the difference between the exchange is $I feel the store should or the Corporate Office should call the credit card Company Synchrony Financial Bank and give me a credit of $Metro Mattress suggested I finance it through this bankI have a year warranty for damage goods until April 28, *** *** *** Billing AdjustmentI would like the Metro Mattress Corporate Office or the store manager to call Synchrony Financial Bank at 1-866-396-ask for the complaint department and give me a credit of $that is the difference between the price of the old set to my new setThank You
Metro Mattress was able to procure the approval for the exchange of Ms***’s mattress based upon photos that were submitted to Metro Mattress by Ms*** herself In the information and photos we received, Ms*** did not report any issue with the foundation and therefore the approval was issued by the manufacturer for the mattress only. 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. Being that Metro Mattress did not learn of the issue with Ms***’s foundation until the time of delivery, we did not have any return authorization on file for the foundation In the spirit of bringing resolution to this claim, Metro Mattress is willing to offer Ms*** a refund of $as requested This credit will be applied directly to her finance account and will be reflected on her statement once a complete billing cycle has taken place A receipt reflecting this refund will be mailed to Ms***’s home. If there are any further questions pertaining to this account, feel free to reach me during business hours at (315) 218-1235. Respectfully, Mark *** Director of Service and Procurement Metro Mattress
This letter is in response to the complaint filed by Mr*** ***, ID # *** The nature of this complaint pertains to a warranty approval. 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. Metro Mattress sent Mr*** the letter notifying him of the issue with his bed frame as a gesture of good faith Had the claim been submitted to the manufacturer, Mr***’ warranty coverage would have been voided Metro Mattress does not have any control or authority over this decision. According to our records, Metro Mattress did resubmit the claim on Mr***’ behalf once it was confirmed that a proper bed frame was in place We show an approval for the exchange was issue to the location in which the original purchase was made on April 19, and the actual exchange took place on April 22nd As far as we can tell, this issue has been rectified. 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*** Jr. Director of Service & Procurement Metro Mattress Corp
This email is in response to the complaint filed by Mr*** *** (ID #***) The nature of Mr***’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 The comfort exchange policy is printed on Mr***’s original receipt in its entirety The policy states the following:…If during re-selection, Customer chooses a mattress that is priced lower than the mattress they seek to return in an exchange, the customer will have no “difference” to pay, but customer must still pay the applicable service charge in order to participate in this program In these cases, NO partial refunds OR store credits will be issued. As previously stated, this policy was furnished to Mr*** at the time of purchase Since Mr*** did not receive delivery until the day after he made his purchase, he was in possession of the terms and conditions of purchase and had ample opportunity to review. Metro Mattress was in no way dishonest or misleading in this transaction Mr*** is still able to make an exchange under the terms of the One Year Sleep On It Guarantee as it is published on his receipt If there are any further questions pertaining to this account, I can be reached during business hours at ###-###-####.Respectfully,Mark IB***, Jr.Director of Service & ProcurementMetro Mattress
This letter is in response to the complaint filed by Ms*** ***, ID # *** The nature of this complaint pertains to a warranty claim 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 The product in question, purchased in is manufactured by a brand that Metro Mattress no longer carries Being that we are no longer a licensed dealer of the product, Metro Mattress is also no longer authorized to handle and facilitate warranty claims on the product This is the reason that Ms*** was referred directly to the manufacturer to handle the claim The offer made by the store was not an attempt at an “upsell”, it was simply an attempt to offer the consumer a discounted replacement option as a gesture of good faith As most bedding sets should be expected to last approx8-years, Metro Mattress was only discussing the option of replacing the bed Ms*** will need to follow up with the manufacturer in order to file a warranty claim under the terms of the manufacturer’s limited warrantyRespectfully, Mark BDirector of Service & Procurement Metro Mattress Corp
I bought the mattress for my son so I thought I should be the person filing the complaintI have since reviewed the manufacturer's warranty and it stipulates that the mattress dip must be at last and 1/inchesThe dip in his mattress is almost and 1/inches but it does not exceed the
requirementI'm not sure I have anything to fight this defect with since the company's interpretation of a defect is different from mineI thought since the inspector said the mattress was defective when he examined it, it was
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
I do not agree with the business response regarding the mattress as the business knows after months of going back and forth with them on this that there were circumstances involved in why I did not report the dirt marks on the bottom of the mattress for months mainly it went unnoticed due to the fact that I did not personally inspect the mattress at time of delivery I had a representative do it for me as I was not living in the home at the time and it was November of last yearthat I noticed it when I moved the bed from one room to anotherAnd I do now and then stand by my word that those dirt marks were not caused by me and I believe they were either caused during delivery or in the ware house from which they cameHowever I am tired of all this back and forth for so long so I willaccept their response under protest
Please accept this as a formal response to Mr ***'s complaint filed with your officeMr *** purchased a mattress set that was delivered on May 21, 2016. Mr *** filed a warranty claim with Metro Mattress, indicating that his mattress was experiencing sagging. The inspection was
performed and the results of the inspection showed that there was a defect and an approval to exchange the mattress was issued. When our drive team attempted to perform the exchange there was a stain identified on the mattress and prevented the exchange from occurring. First, it should be made clear that the warranty on all bedding set 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. The guidelines outlined in every manufacturer's warranty states that all coverage is voided in the event of any stain, soiling or noticeable damage to the product (attached is a copy of the warranty). As a service to our consumers that have noticeable staining we allow them the opportunity to remove the stains before submitting a claim to the manufacturer as a way to preserve their warranty coverage. Mr*** has since indicated that he was able to remove the stain. As a result Metro Mattress has agreed to attempt to exchange the merchandise again. The exchange is scheduled for March 27, 2018. If there are any further questions you may feel free to contact our Customer Service Department at ***
This letter is in response to the complaint filed by *** ***, ID #*** The nature of this complaint pertains to a warranty claim on Mr*** product. 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 In the event that a defect is identified, the manufacturer reserves the right to repair or replace the faulty merchandise The current Refund Policy states specifically as follows: ALL SALES ARE FINALMERCHANDISE MAY NOT BE RETURNED FOR REFUND AT ANY TIME. According to our records, Metro Mattress did exchange Mr*** mattress with a new different model on 07/22/15, which is eight days after this complaint was filed If there are any further questions pertaining to this account, please feel free to reach me during business hours at *** ***Respectfully,Mark ** *** ***Director of Service & ProcurementMetro Mattress Corp
The nature of Mr***’s complaint pertains to his request to return an adjustable foundation that he purchased as part of his bedding set. The 1-Year SLEEP ON IT Guarantee program exists for customers that for whatever reason, find that they are not satisfied with the comfort of their
mattress. Although very few customers actually need to use the program, we are happy to offer it for the small few that feel they may have picked the wrong mattress.The terms and conditions of this program are given to every customer so that they are able to completely familiarize themselves with the rules and restrictions involved. One such guideline states the following in the very first sentence of the policy: 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. Moreover, also on Mr***’s receipt is the following statement: REFUND POLICY ALL SALES ARE FINAL. MERCHANDISE MAY NOT BE RETURNED FOR REFUND AT ANY TIME. Attached to this response is a copy of the invoice that Mr*** acknowledged with his signature. Mr*** was in position of these terms & conditions of purchase for a full day before taking receipt of any goods. This is a more than reasonable amount of time to review these terms. Even though it is against our policy, Metro Mattress wants to try our best to come to a resolution with Mr***. Metro Mattress will allow Mr*** to exercise a comfort exchange, including the adjustable foundation. However, as it is stated in the policy, no refunds will be considered. Mr*** will be able to use the full purchase price towards the reselection of another model as is outlined in the policy attached. If Mr*** would like to have this exchange performed, he should be instructed to bring a copy of this response to the store in which he purchased to make his re-selection
Metro Mattress is trying our best to help Ms*** find a mattress that she is more comfortable on We have, at our expense, had the mattress inspected to verify it is indeed the model she purchased as well as confirm it to be free of defect It is completely reasonable to have a break in
period in any new piece of upholstered furniture, and a mattress is no exception According to Ms***’s own account of the situation, having received the bed on 06/and stopping it’s use on 06/10, she has slept on it for only nights. Throughout this process, Metro Mattress has tried to remain as attentive to Ms***’s needs as we can be within reason After having the inspection return no defect, we then explained the Comfort Guarantee to Ms*** This guarantee offers consumers the ability to exchange a mattress with a different model in the event that they choose a model that doesn’t agree with them We are happy to have such a program available for situations just like this The full policy, and fees associated with the comfort guarantee were printed on Ms***’s original proof of purchase. Upon deposition of the sales associates involved in this deal, I am informed that Ms*** has been in our store as recently as yesterday 06/29/to discuss the comfort exchange In an effort to best accommodate Ms***, Metro Mattress has already extended discounts on the fees associates with the program as well as discounts on reselection of products Neither of these special dispensations are extended under the regular Terms and Conditions of Purchase as furnished to Ms***. Due to the extent of attention and exceptions furnished to Ms***, Metro Mattress feels that we are doing our best to come to an amicable resolution. Respectfully, Mark *** Director of Service & Procurement Metro 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. I had no choice but to accept a replacement for me broken platformI had no bed to sleep on, suffering from sleep apnea and sciaticaI stopped hearing from Metro Mattress completely and made several calls to try and get a resolutionWhen I went into the store - I went there to get my money backI was met by a woman named Mandy who was nothing but rude and condescending to meI had my father with me to give me a little bit of supportHe was basically told to "SHUT UP" and he was not going to be spoken toI spent two nights sleeping on a small sized couch - further aggravating my sciaticaNo one seemed concerned that I had no bedAs long as they all slept in their beds that night, I guess that is okaywhen the two delivery guys showed up the next day, they removed my mattress and both looked at each other and said "This was put together wrong, we can fix this." I advised them that there was to be no fixing of anythingWhy was it put together incorrectly in the first place? No one at Metro Mattress wants to answer that questionWhen the platform fell apart, it ripped the fabric surrounding itThe two men ten proceeded to make comments about the gentleman that had originally built it, all while I was standing right thereThe level of professionalism during this whole event was extremely poorI am still seeking some form of financial compensation for the two nights I was without a bed, the way both my father and I were treated and the general poor customer service show by Metro MattressIt's funny that as I talk to friends of mine, seems a lot of them have had issues with Metro MatressHow the Revdex.com can support a business like this is unbelievable. Regards, *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I will contact the bank and close the account. Thank you for your help and direction. Regards,
*** ***
This complaint I a different issue than the last complaint As stated previously, Mr*** did receive a replacement in April of relating to his original bedding set The replacement was authorized by the manufacturer based upon noise in the coil unit. Concerning the claim Mr*** filed on this new mattress, we apologize that he has not yet heard on the results We were under the impression that the manufacturer had reached out to him Also as previously stated, 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. Upon in-home assessment, the inspector noted a body impression of less than 1” The manufacturer’s limited warranty does state the following:WHAT IS NOT COVERED … Impressions less than that of 1-1/2”This is and represents the conforming of the surface to the shape of a sleeper; much like the insoles of a quality pair of shoes. Based on the inspection information, the mattress in Mr***’ home has been classified as in good condition and functioning within expected parameters Therefore, the request for replacement has been denied Mr*** does have a valid year warranty on the product, so if the performance of the mattress does exceed the parameters of the manufacturer’s warranty, then he should certainly notify Metro Mattress so we can file another claim on his behalf I have included a copy of the Manufacturer’s Limited Warranty for Mr***’ records. Respectfully, Mark I*** Jr. Director of Service & Procurement Metro Mattress Corp
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,*** *** I am faxing you a copy of my contract stating I paid $1,plus tax = $1,619.99 for my mattress I now am requesting the full credit. I financed the set through the store of $1,619.99. They have lied to me and have cheated me of my full refund / or exchange. I do not want to have anything to do with this Company. I went into the store on at 2/27/regarding a exchange on my mattress they showed me their contract stating the mattress $giving me a credit of $I argued with them. Later that evening they called and said they would give me a credit of $1,299.99. I received a letter from Revdex.com that the store stated I could have a credit of the actual dollar amount I spent but the store said NO. I want nothing to do with them and would like to return the bad mattress and box springs for a full credit of $1,619.99. Thank You *** *** # ***. Metro Mattress has all bad reviews online amount I spent when I showed it to them they said NO
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 b**ow
Regards, *** *** I received from metro mattressEverything I read has already been told to me, and Mark B*** stands by his decision to not offer me a refund of my moneyAs I stated previously, my wife is a veteran with a service related back disability and her sleeping on a quality mattress is my number one priorityI was simply requesting a refund so that we could invest in a local mattress from a Company in Hawaii to make things easier if we had further issuesI'm sure her having back problems is not a concern of Metro Mattress as they want to stick me with the same mattress that inflames her back pain now I will ensure fellow FT Drum Soldiers know what kind of Company this is and highly recommend them to stay clear of Metro MattressHow is it you have personnel that can deliver mattresses to the installation but no one has access to come take photos? That seems very odd to me that you state it could take months for someone to gain access to ftdrumI am very disappointed I spent my hard earned money on this mattress and that I gave it to a Company like thisI will contact FTDrum legal office to see if there are any further steps I can take or try and recommend this Company to the off limit establishments for Soldiers
As was explained in the previous response, the mattress currently in Ms***’s home is the same model selected in the store. The manufacturer of the *** collection has verified that the *** is the national name for the model that Ms*** selected. *** is a name given to Metro Mattress, as is custo*** in the bedding industry. If Ms*** would like to once again reselect to a mattress that her daughter is able to turn in easier, we will certainly allow her to do so
*** * We are very glad that Ms*** informed us of this issue Upon further investigation, it was found that the associate handling this for Ms*** entered the exchange incorrectly The replacement model that Ms*** was seeking should have been
what was delivered at no charge. I am pleased to report that Ms*** has been contacted by the store in which the purchase was originally made, and a delivery date has been set to rectify the situation If there are any further questions pertaining to this account, please feel free to reach me during business hours at *** ***.Respectfully,Mark B***Director of Service & ProcurementMetro Mattress
To Whom It May Concern: I discussed the issue with Ms*** upon receiving this complaint to gain more details. She indicated that the law label was supposed to be attached to her mattress was in fact there but it was blank. As a result she was unable to register her mattress
on the manufacturer's website since she didn't have the serial number that is printed on the law label. Metro Mattress has agreed to exchange her mattress for another mattress at no cost to Ms***. The exchange is currently scheduled to take place on March 17th and was accepted in full satisfaction of the outlined issue. Thank you
Consumer filed new complaint: Billing or Collection Issues I had purchased a Mattress set for + tax =$1,the mattress was sinking in after months useThe store gave me a credit on the mattress only of 1,and held back 10% for the foundation I thought the foundation was okay but it wasn'tI picked out a new set from a different manufacturer Beauty Rest the cost of this set was $1,+tax = $1,The salesmen would not give me a new receipt showing the new price he said he could not put it in the system because it would show has a sale and he did not take any money in I asked him to hand write the total on my receipt that had all $o.oo for the set he said it was not necessaryWhen the new set was delivered to me the drivers said my foundation on the return set was broke and that needs to be returned alsoWe called the store and told them about the foundation and that I needed to be credited for the complete setThey said they would have to talk to someone that they could not make that call this took place on March 11, I have not heard from them at all I tried to call them on March 25, and no one answered the store phone (they have Caller ID)Since I returned a complete mattress set that I paid $1,including the tax and the new set was $1,the tax is $= $1,the difference between the exchange is $I feel the store should or the Corporate Office should call the credit card Company Synchrony Financial Bank and give me a credit of $Metro Mattress suggested I finance it through this bankI have a year warranty for damage goods until April 28, *** *** *** Billing AdjustmentI would like the Metro Mattress Corporate Office or the store manager to call Synchrony Financial Bank at 1-866-396-ask for the complaint department and give me a credit of $that is the difference between the price of the old set to my new setThank You
Metro Mattress was able to procure the approval for the exchange of Ms***’s mattress based upon photos that were submitted to Metro Mattress by Ms*** herself In the information and photos we received, Ms*** did not report any issue with the foundation and therefore the approval was issued by the manufacturer for the mattress only. 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. Being that Metro Mattress did not learn of the issue with Ms***’s foundation until the time of delivery, we did not have any return authorization on file for the foundation In the spirit of bringing resolution to this claim, Metro Mattress is willing to offer Ms*** a refund of $as requested This credit will be applied directly to her finance account and will be reflected on her statement once a complete billing cycle has taken place A receipt reflecting this refund will be mailed to Ms***’s home. If there are any further questions pertaining to this account, feel free to reach me during business hours at (315) 218-1235. Respectfully, Mark *** Director of Service and Procurement Metro Mattress
This letter is in response to the complaint filed by Mr*** ***, ID # *** The nature of this complaint pertains to a warranty approval. 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. Metro Mattress sent Mr*** the letter notifying him of the issue with his bed frame as a gesture of good faith Had the claim been submitted to the manufacturer, Mr***’ warranty coverage would have been voided Metro Mattress does not have any control or authority over this decision. According to our records, Metro Mattress did resubmit the claim on Mr***’ behalf once it was confirmed that a proper bed frame was in place We show an approval for the exchange was issue to the location in which the original purchase was made on April 19, and the actual exchange took place on April 22nd As far as we can tell, this issue has been rectified. 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*** Jr. Director of Service & Procurement Metro Mattress Corp
This email is in response to the complaint filed by Mr*** *** (ID #***) The nature of Mr***’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 The comfort exchange policy is printed on Mr***’s original receipt in its entirety The policy states the following:…If during re-selection, Customer chooses a mattress that is priced lower than the mattress they seek to return in an exchange, the customer will have no “difference” to pay, but customer must still pay the applicable service charge in order to participate in this program In these cases, NO partial refunds OR store credits will be issued. As previously stated, this policy was furnished to Mr*** at the time of purchase Since Mr*** did not receive delivery until the day after he made his purchase, he was in possession of the terms and conditions of purchase and had ample opportunity to review. Metro Mattress was in no way dishonest or misleading in this transaction Mr*** is still able to make an exchange under the terms of the One Year Sleep On It Guarantee as it is published on his receipt If there are any further questions pertaining to this account, I can be reached during business hours at ###-###-####.Respectfully,Mark IB***, Jr.Director of Service & ProcurementMetro Mattress
This letter is in response to the complaint filed by Ms*** ***, ID # *** The nature of this complaint pertains to a warranty claim 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 The product in question, purchased in is manufactured by a brand that Metro Mattress no longer carries Being that we are no longer a licensed dealer of the product, Metro Mattress is also no longer authorized to handle and facilitate warranty claims on the product This is the reason that Ms*** was referred directly to the manufacturer to handle the claim The offer made by the store was not an attempt at an “upsell”, it was simply an attempt to offer the consumer a discounted replacement option as a gesture of good faith As most bedding sets should be expected to last approx8-years, Metro Mattress was only discussing the option of replacing the bed Ms*** will need to follow up with the manufacturer in order to file a warranty claim under the terms of the manufacturer’s limited warrantyRespectfully, Mark BDirector of Service & Procurement Metro Mattress Corp
I bought the mattress for my son so I thought I should be the person filing the complaintI have since reviewed the manufacturer's warranty and it stipulates that the mattress dip must be at last and 1/inchesThe dip in his mattress is almost and 1/inches but it does not exceed the
requirementI'm not sure I have anything to fight this defect with since the company's interpretation of a defect is different from mineI thought since the inspector said the mattress was defective when he examined it, it was
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
I do not agree with the business response regarding the mattress as the business knows after months of going back and forth with them on this that there were circumstances involved in why I did not report the dirt marks on the bottom of the mattress for months mainly it went unnoticed due to the fact that I did not personally inspect the mattress at time of delivery I had a representative do it for me as I was not living in the home at the time and it was November of last yearthat I noticed it when I moved the bed from one room to anotherAnd I do now and then stand by my word that those dirt marks were not caused by me and I believe they were either caused during delivery or in the ware house from which they cameHowever I am tired of all this back and forth for so long so I willaccept their response under protest
Please accept this as a formal response to Mr ***'s complaint filed with your officeMr *** purchased a mattress set that was delivered on May 21, 2016. Mr *** filed a warranty claim with Metro Mattress, indicating that his mattress was experiencing sagging. The inspection was
performed and the results of the inspection showed that there was a defect and an approval to exchange the mattress was issued. When our drive team attempted to perform the exchange there was a stain identified on the mattress and prevented the exchange from occurring. First, it should be made clear that the warranty on all bedding set 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. The guidelines outlined in every manufacturer's warranty states that all coverage is voided in the event of any stain, soiling or noticeable damage to the product (attached is a copy of the warranty). As a service to our consumers that have noticeable staining we allow them the opportunity to remove the stains before submitting a claim to the manufacturer as a way to preserve their warranty coverage. Mr*** has since indicated that he was able to remove the stain. As a result Metro Mattress has agreed to attempt to exchange the merchandise again. The exchange is scheduled for March 27, 2018. If there are any further questions you may feel free to contact our Customer Service Department at ***
This letter is in response to the complaint filed by *** ***, ID #*** The nature of this complaint pertains to a warranty claim on Mr*** product. 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 In the event that a defect is identified, the manufacturer reserves the right to repair or replace the faulty merchandise The current Refund Policy states specifically as follows: ALL SALES ARE FINALMERCHANDISE MAY NOT BE RETURNED FOR REFUND AT ANY TIME. According to our records, Metro Mattress did exchange Mr*** mattress with a new different model on 07/22/15, which is eight days after this complaint was filed If there are any further questions pertaining to this account, please feel free to reach me during business hours at *** ***Respectfully,Mark ** *** ***Director of Service & ProcurementMetro Mattress Corp
The nature of Mr***’s complaint pertains to his request to return an adjustable foundation that he purchased as part of his bedding set. The 1-Year SLEEP ON IT Guarantee program exists for customers that for whatever reason, find that they are not satisfied with the comfort of their
mattress. Although very few customers actually need to use the program, we are happy to offer it for the small few that feel they may have picked the wrong mattress.The terms and conditions of this program are given to every customer so that they are able to completely familiarize themselves with the rules and restrictions involved. One such guideline states the following in the very first sentence of the policy: 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. Moreover, also on Mr***’s receipt is the following statement: REFUND POLICY ALL SALES ARE FINAL. MERCHANDISE MAY NOT BE RETURNED FOR REFUND AT ANY TIME. Attached to this response is a copy of the invoice that Mr*** acknowledged with his signature. Mr*** was in position of these terms & conditions of purchase for a full day before taking receipt of any goods. This is a more than reasonable amount of time to review these terms. Even though it is against our policy, Metro Mattress wants to try our best to come to a resolution with Mr***. Metro Mattress will allow Mr*** to exercise a comfort exchange, including the adjustable foundation. However, as it is stated in the policy, no refunds will be considered. Mr*** will be able to use the full purchase price towards the reselection of another model as is outlined in the policy attached. If Mr*** would like to have this exchange performed, he should be instructed to bring a copy of this response to the store in which he purchased to make his re-selection
Metro Mattress is trying our best to help Ms*** find a mattress that she is more comfortable on We have, at our expense, had the mattress inspected to verify it is indeed the model she purchased as well as confirm it to be free of defect It is completely reasonable to have a break in
period in any new piece of upholstered furniture, and a mattress is no exception According to Ms***’s own account of the situation, having received the bed on 06/and stopping it’s use on 06/10, she has slept on it for only nights. Throughout this process, Metro Mattress has tried to remain as attentive to Ms***’s needs as we can be within reason After having the inspection return no defect, we then explained the Comfort Guarantee to Ms*** This guarantee offers consumers the ability to exchange a mattress with a different model in the event that they choose a model that doesn’t agree with them We are happy to have such a program available for situations just like this The full policy, and fees associated with the comfort guarantee were printed on Ms***’s original proof of purchase. Upon deposition of the sales associates involved in this deal, I am informed that Ms*** has been in our store as recently as yesterday 06/29/to discuss the comfort exchange In an effort to best accommodate Ms***, Metro Mattress has already extended discounts on the fees associates with the program as well as discounts on reselection of products Neither of these special dispensations are extended under the regular Terms and Conditions of Purchase as furnished to Ms***. Due to the extent of attention and exceptions furnished to Ms***, Metro Mattress feels that we are doing our best to come to an amicable resolution. Respectfully, Mark *** Director of Service & Procurement Metro Mattress