Please accept this as a formal response to Mr*** ***'s complaint filed with your officeMr*** purchased a mattress set that was delivered to his home on February 12, 2013. Mr *** filed a warranty claim with Metro Mattress, indicating that his mattress was experiencing
sagging. The inspection was performed on February 11, 2018. The results of the inspection showed that there was noticeable damage to the foundation (bent border wire) and excessive staining of the mattress. I have attached a copy of the inspectionFirst, 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 consumerThe 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. In Mr***'s case he has an excessive amount of staining and if Metro Mattress would have submitted the inspection results to the manufacturer his warranty would have been voided. However, as it was explained to Mr ***, if he is able to remove all stains from his mattress so that all signs of stains/soils are completely undetectable then Metro Mattress would submit his claim and move forward with the warranty process with the manufacturer. If there are any further questions you may feel free to contact our Customer Service Department at ***
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 be
I believed what they're employee told me and purchased the bed on his word that they would stand behind what he saidAlso when I went to the store and spoke to another employee (Angela) she said it was true that if the impressions were 3/4" the mattress would be replaced and she then filed the claim with their warranty claims dept Then she called me at home to say that metro mattress no longer facilitates the warranty claims and I would have to call the mattress company I wonder if they have had other unsatisfied customers because they no longer sell this type of mattress
Regards,
*** ***
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 All decisions concerning the warranty claim are made by the Manufacturer This includes the validity of the claim,
and any replacement model offered One guideline that is in most mattress warranties states that any stain will void coverage Unfortunately, Metro Mattress does not have any authority over this guideline. I am however, pleased to report that since the time this complaint was filed, Metro Mattress was able to resolve the issue on the customer’s behalf The exchange was completed on 03/02/
Metro Mattress is making our best attempt to make a special exception in Mr***’s case We were not able to corroborate Mr***’s claim of being misled As previously stated,Metro Mattress does our best to offer complete policies in writing to our customers in an effort to remain as transparent as possible The following is clearly stated on the receipt as signed by Mr***:REFUND POLICY ALL SALES ARE FINAL. MERCHANDISE MAY NOT BE RETURNED FOR REFUND AT ANY TIME. This contract represents the final mutual agreement between Metro Mattress Corpand consumer Any oral agreements, conversations, or verbal expressions of offers are superceded by this contract. Metro Mattress has offered Mr*** the ability to make an exchange of the adjustable bases, which is a special exception to this policy being made solely as a gesture of good faith. Additionally, Metro Mattress is unclear with whom Mr*** has been discussing this matter with The email excerpt he included in his response is not from an employee of Metro Mattress Metro Mattress does not employ anyone named “Mariah H.”, nor is the number he referenced a number for Metro Mattress Metro Mattress does not see any valid verification of Mr***’s claims to having been misled
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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I purchased the first mattress for,$750.00 metro gave me two, other replacement mattresses each one has sagged in the middle, three in all, I want a mattress that is firm and does NOT sagg five inches in the middle after two months am I asking for too much.I want a different brand STERNS AND FOSTER is a well known brand Regards, *** ***
This letter is in response to the complaint filed by *** ***, ID # *** The nature of this complaint pertains to a warranty approval. Upon Mr***’s initial warranty claim filing, Metro Mattress requested photos in an effort to speed up the
process The security guid**ines for the military base in which Mr*** resides required approval for an inspector to enter the base That process could take more than a month The request for photos is a protocol in the claim process and is not deemed to be unreasonable. Next, 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 mod** 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 warranty coverage offered by the manufacturer does not extend the ability for the consumer to upgrade or change mod**s It is a simple replacement warranty Metro Mattress does allow consumers to use the actual dollars they spent as a credit in the event that they want to switch to a different model This ability to change is offered as a gesture of good faith to our customers. Mr*** decided that he wanted to use his credit to look at something else, but did not want to spend any more money Mr*** contacted my office to voice his displeasure on the matter being that the dollar credit did not afford him the same quality as he currently had I agreed with him that the quality was lower and urged him to take the even exchange as offered by the manufacturer to ensure he received the exact quality that was originally purchased I also explained that a refund is also not an option under the terms of the warranty. Metro Mattress has been as attentive as we can in aiding Mr*** with the claims he has filed on the mattress and the mattress protector The replacement mod** will be free of defect and provide a much more comfortable night’s sleep Also, as I explained to Mr*** on the telephone, being that the mattress is manufactured by *** Mattress Co., he will still have full warranty coverage in Hawaii as *** is a national company. Mr***’s insinuation that Metro Mattress is or has taken advantage of anyone, military or otherwise is unreasonable and without merit We are trying our best to instruct Mr*** in his decision so that he does not lose out in quality in any way 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***, JrDirector 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 belowYes I do have another appt set for 02/12/for another chance to repair this issueI have to take a half day off work to do soAs for most of their statements are true some are notRegional manger said we have done this before and would not be an issue to full fill my request They did offer me 50% off another head board etcof our choice After m of dealing with this issueI explained why we didnt except their offer We may have not purchased that bed if they would have told us the truth about the head board .( as stated above) Their own installers said multiple times they were here (times not ) that this is not going to workEven there lead installer said it !!! Their people and their word not mine Bottom line is we were lied to to make a BIG SALE !!!!! I hope this issue is resolved on this next and last visit on 02/12/I have no confidence that it will but we will see*** ***
This email is in response to the complaint filed by Ms*** *** (ID #***) The nature of this complaint pertains to Ms*** seeking to swap her current mattress with another model. Ms*** had contacted Metro Mattress several
months after her original delivery stating she felt there was a defect in her bed, and that she was not sleeping as comfortably as she wanted Metro Mattress, at our expense, ordered a 3rd party company to inspect Ms***’s mattress so that we could file a formal warranty request with the manufacturer. 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 review of the information gathered by the inspection company, the manufacturer deemed Ms***’s mattress to be free of defect, and subsequently denied the claim. The location in which Ms*** made her purchase then began a dialogue with the customer concerning a Comfort Exchange Metro Mattress does offer a Year Sleep On It Comfort Exchange program for consumers like Ms*** that might have selected a mattress that they now feel isn’t the best choice for them The full terms of this program were included in the information submitted by Ms*** with her initial complaint Furthermore, the manager of the location did also submit for special accommodations and discounts on Ms***’s reselection which is a special exception and not under the terms of said policy. To date Metro Mattress has tried our best to accommodate Ms***, however the merchandise she wants to exchange her current mattress for is significantly more expensive The offer of a special discount on this reselection is still on the table however, Metro Mattress cannot simply exchange her mattress for a different model without a small upgrade being paid. If there are any further questions pertaining to this account, feel free to reach me during business hours at (315) 218-Respectfully, Mark Bell Director of Service & ProcurementMetro Mattress
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. We are currently awaiting notification of delivery schedule.
Regards,
*** ***
This letter is in response to the complaint filed by Mr*** ***, file # *** The nature of this complaint pertains to a financing credit line applied for by Mr*** Upon agreeing to the purchase on 11/12/16, Mr*** elected to use an
interest free financing program as form of payment for the sale The financing is offered by a 3rd party bank, and is approved based upon an application being executed by the consumer Mr*** filled out an application titled “APPLICATION AND CREDIT CARD ACCOUNT AGREEMENT” As Mr*** stated in his complaint, Metro Mattress told him that he could cancel the order, which he ultimately elected to do Mr*** was not charged anything by Metro Mattress However, it is not possible to “un-apply” for the account For the security of the population in general, no retailer has access to change or void items on a consumer’s credit report Therefore, the removal of the application is something that Metro Mattress could not possibly grant Mr*** should be instructed to contact the lender and close the account as he is the only party that may do so. If there are any further questions pertaining to this account, please feel free to reach me during business hours at (315) 218-
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. 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,
*** ***
This letter is in response to the complaint filed by *** *** ***, 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. The warranty coverage offered by the manufacturer does not extend the ability for the consumer to upgrade or change models It is a simple replacement warranty Metro Mattress does allow consumers to use the actual dollars they spent as a credit in the event that they want to switch to a different model This ability to change is offered as a gesture of good faith to our customers. And lastly, the following is stated in the terms and conditions of purchase found posted in our stores as well as printed on Ms***’s receipt:REFUND POLICYALL SALES ARE FINAL.MERCHANDISE MAY NOT BE RETURNED FOR REFUND AT ANY TIME. It is unfortunate that Ms*** had a defect identified in her mattress However, the manufacturer has acknowledged the issue and has authorized for the exchange of goods The consumer protection afforded to consumers under the terms of their manufacturer’s warranty is being exercised Metro Mattress does not see grounds to refund the purchase at this time. 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 & ProcurementMetro Mattress Corp
Ms*** filed a warranty claim on a product that was in her possession for months Upon inspection, the breakage in the foundation was reported, however the impression in the mattress was normal, and did not qualify for replacement The dirt marks noted on the
inspection are not covered under the warranty Ms*** accepted the merchandise at the time of delivery as in good condition, and no damages, or blemishes were noted at that time Therefore, we must make the assumption that these “dirt marks” took place between then and now. According to our records, the approval for the exchange of the foundation is on file, and Ms*** can arrange that delivery at her convenience The mattress however, does not qualify for replacement
The business offered a $CREDIT toward a new mattress from their company. That is not acceptable. We have already been through that process with the first mattress. We received a $1,credit toward a second mattress (the one we are talking about now)The second mattress had the same problem, it sagged in the middle. The company sent their contractor out to take measurements and agreed with us that the mattress was defective. The company said the manufacturer would not stand by the warranty. We discussed it and eventually they sent their own person out to take measurements. He agreed with us as well. The mattress is defective. Now they want me to do that again. I asked for $1,cash to resolve the matterOur backs could not use the mattress and we had to buy a quality mattress from another company. This whole process was designed to frustrate a buyer. We believe the company acted in bad faith and sold poor merchandise
To Whom It May Concern: Upon receiving the complaint, our Regional Manager contacted Mr***. Mr*** indicated that he was promised a rebate in the amount of $for each mattress purchased. Our Sales Associate made an honest mistake as the terms and dates of the rebate had
already expired. As a result, Mr *** was unable to submit for a rebate because his purchase was not made during the effective dates. Nevertheless, this was an error on our part and as a result Metro Mattress has agreed to provide a $refund to account for the errors that were made at the time of sale. Mr*** indicated that this was an acceptable outcomeIf there are any further questions regarding this account please contact our customer service department at ***
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 Initially, we had an issue finding the proper data to furnish to the manufacturer to corroborate a defect as is defined in the Manufacturer’s Limited Warranty. After continuing to work with Mr***, I am pleased to report that we were eventually able to acquire approval from the manufacturer for an exchange. This claim has now been satisfied. If there are any further questions pertaining to this claim, I can be reached during business hours at ###-###-####
Metro Mattress’ technician was able to fabricate a solution for Mr***, which was accepted by the customer on 02/17/16. If there are any further questions pertaining to this account, I can be reached during business hours at (315) 218-Respectfully, Mark I*** *** Director of Service & Procurement Metro Mattress
Please accept this as a formal response to Mr*** ***'s complaint filed with your officeMr*** purchased a mattress set that was delivered to his home on February 12, 2013. Mr *** filed a warranty claim with Metro Mattress, indicating that his mattress was experiencing
sagging. The inspection was performed on February 11, 2018. The results of the inspection showed that there was noticeable damage to the foundation (bent border wire) and excessive staining of the mattress. I have attached a copy of the inspectionFirst, 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 consumerThe 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. In Mr***'s case he has an excessive amount of staining and if Metro Mattress would have submitted the inspection results to the manufacturer his warranty would have been voided. However, as it was explained to Mr ***, if he is able to remove all stains from his mattress so that all signs of stains/soils are completely undetectable then Metro Mattress would submit his claim and move forward with the warranty process with the manufacturer. If there are any further questions you may feel free to contact our Customer Service Department at ***
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 be
I believed what they're employee told me and purchased the bed on his word that they would stand behind what he saidAlso when I went to the store and spoke to another employee (Angela) she said it was true that if the impressions were 3/4" the mattress would be replaced and she then filed the claim with their warranty claims dept Then she called me at home to say that metro mattress no longer facilitates the warranty claims and I would have to call the mattress company I wonder if they have had other unsatisfied customers because they no longer sell this type of mattress
Regards,
*** ***
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 All decisions concerning the warranty claim are made by the Manufacturer This includes the validity of the claim,
and any replacement model offered One guideline that is in most mattress warranties states that any stain will void coverage Unfortunately, Metro Mattress does not have any authority over this guideline. I am however, pleased to report that since the time this complaint was filed, Metro Mattress was able to resolve the issue on the customer’s behalf The exchange was completed on 03/02/
Metro Mattress is making our best attempt to make a special exception in Mr***’s case We were not able to corroborate Mr***’s claim of being misled As previously stated,Metro Mattress does our best to offer complete policies in writing to our customers in an effort to remain as transparent as possible The following is clearly stated on the receipt as signed by Mr***:REFUND POLICY ALL SALES ARE FINAL. MERCHANDISE MAY NOT BE RETURNED FOR REFUND AT ANY TIME. This contract represents the final mutual agreement between Metro Mattress Corpand consumer Any oral agreements, conversations, or verbal expressions of offers are superceded by this contract. Metro Mattress has offered Mr*** the ability to make an exchange of the adjustable bases, which is a special exception to this policy being made solely as a gesture of good faith. Additionally, Metro Mattress is unclear with whom Mr*** has been discussing this matter with The email excerpt he included in his response is not from an employee of Metro Mattress Metro Mattress does not employ anyone named “Mariah H.”, nor is the number he referenced a number for Metro Mattress Metro Mattress does not see any valid verification of Mr***’s claims to having been misled
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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I purchased the first mattress for,$750.00 metro gave me two, other replacement mattresses each one has sagged in the middle, three in all, I want a mattress that is firm and does NOT sagg five inches in the middle after two months am I asking for too much.I want a different brand STERNS AND FOSTER is a well known brand Regards, *** ***
This letter is in response to the complaint filed by *** ***, ID # *** The nature of this complaint pertains to a warranty approval. Upon Mr***’s initial warranty claim filing, Metro Mattress requested photos in an effort to speed up the
process The security guid**ines for the military base in which Mr*** resides required approval for an inspector to enter the base That process could take more than a month The request for photos is a protocol in the claim process and is not deemed to be unreasonable. Next, 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 mod** 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 warranty coverage offered by the manufacturer does not extend the ability for the consumer to upgrade or change mod**s It is a simple replacement warranty Metro Mattress does allow consumers to use the actual dollars they spent as a credit in the event that they want to switch to a different model This ability to change is offered as a gesture of good faith to our customers. Mr*** decided that he wanted to use his credit to look at something else, but did not want to spend any more money Mr*** contacted my office to voice his displeasure on the matter being that the dollar credit did not afford him the same quality as he currently had I agreed with him that the quality was lower and urged him to take the even exchange as offered by the manufacturer to ensure he received the exact quality that was originally purchased I also explained that a refund is also not an option under the terms of the warranty. Metro Mattress has been as attentive as we can in aiding Mr*** with the claims he has filed on the mattress and the mattress protector The replacement mod** will be free of defect and provide a much more comfortable night’s sleep Also, as I explained to Mr*** on the telephone, being that the mattress is manufactured by *** Mattress Co., he will still have full warranty coverage in Hawaii as *** is a national company. Mr***’s insinuation that Metro Mattress is or has taken advantage of anyone, military or otherwise is unreasonable and without merit We are trying our best to instruct Mr*** in his decision so that he does not lose out in quality in any way 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***, JrDirector 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 belowYes I do have another appt set for 02/12/for another chance to repair this issueI have to take a half day off work to do soAs for most of their statements are true some are notRegional manger said we have done this before and would not be an issue to full fill my request They did offer me 50% off another head board etcof our choice After m of dealing with this issueI explained why we didnt except their offer We may have not purchased that bed if they would have told us the truth about the head board .( as stated above) Their own installers said multiple times they were here (times not ) that this is not going to workEven there lead installer said it !!! Their people and their word not mine Bottom line is we were lied to to make a BIG SALE !!!!! I hope this issue is resolved on this next and last visit on 02/12/I have no confidence that it will but we will see*** ***
This email is in response to the complaint filed by Ms*** *** (ID #***) The nature of this complaint pertains to Ms*** seeking to swap her current mattress with another model. Ms*** had contacted Metro Mattress several
months after her original delivery stating she felt there was a defect in her bed, and that she was not sleeping as comfortably as she wanted Metro Mattress, at our expense, ordered a 3rd party company to inspect Ms***’s mattress so that we could file a formal warranty request with the manufacturer. 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 review of the information gathered by the inspection company, the manufacturer deemed Ms***’s mattress to be free of defect, and subsequently denied the claim. The location in which Ms*** made her purchase then began a dialogue with the customer concerning a Comfort Exchange Metro Mattress does offer a Year Sleep On It Comfort Exchange program for consumers like Ms*** that might have selected a mattress that they now feel isn’t the best choice for them The full terms of this program were included in the information submitted by Ms*** with her initial complaint Furthermore, the manager of the location did also submit for special accommodations and discounts on Ms***’s reselection which is a special exception and not under the terms of said policy. To date Metro Mattress has tried our best to accommodate Ms***, however the merchandise she wants to exchange her current mattress for is significantly more expensive The offer of a special discount on this reselection is still on the table however, Metro Mattress cannot simply exchange her mattress for a different model without a small upgrade being paid. If there are any further questions pertaining to this account, feel free to reach me during business hours at (315) 218-Respectfully, Mark Bell Director of Service & ProcurementMetro Mattress
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. We are currently awaiting notification of delivery schedule.
Regards,
*** ***
This letter is in response to the complaint filed by Mr*** ***, file # *** The nature of this complaint pertains to a financing credit line applied for by Mr*** Upon agreeing to the purchase on 11/12/16, Mr*** elected to use an
interest free financing program as form of payment for the sale The financing is offered by a 3rd party bank, and is approved based upon an application being executed by the consumer Mr*** filled out an application titled “APPLICATION AND CREDIT CARD ACCOUNT AGREEMENT” As Mr*** stated in his complaint, Metro Mattress told him that he could cancel the order, which he ultimately elected to do Mr*** was not charged anything by Metro Mattress However, it is not possible to “un-apply” for the account For the security of the population in general, no retailer has access to change or void items on a consumer’s credit report Therefore, the removal of the application is something that Metro Mattress could not possibly grant Mr*** should be instructed to contact the lender and close the account as he is the only party that may do so. If there are any further questions pertaining to this account, please feel free to reach me during business hours at (315) 218-
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. 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,
*** ***
This letter is in response to the complaint filed by *** *** ***, 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. The warranty coverage offered by the manufacturer does not extend the ability for the consumer to upgrade or change models It is a simple replacement warranty Metro Mattress does allow consumers to use the actual dollars they spent as a credit in the event that they want to switch to a different model This ability to change is offered as a gesture of good faith to our customers. And lastly, the following is stated in the terms and conditions of purchase found posted in our stores as well as printed on Ms***’s receipt:REFUND POLICYALL SALES ARE FINAL.MERCHANDISE MAY NOT BE RETURNED FOR REFUND AT ANY TIME. It is unfortunate that Ms*** had a defect identified in her mattress However, the manufacturer has acknowledged the issue and has authorized for the exchange of goods The consumer protection afforded to consumers under the terms of their manufacturer’s warranty is being exercised Metro Mattress does not see grounds to refund the purchase at this time. 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 & ProcurementMetro Mattress Corp
Ms*** filed a warranty claim on a product that was in her possession for months Upon inspection, the breakage in the foundation was reported, however the impression in the mattress was normal, and did not qualify for replacement The dirt marks noted on the
inspection are not covered under the warranty Ms*** accepted the merchandise at the time of delivery as in good condition, and no damages, or blemishes were noted at that time Therefore, we must make the assumption that these “dirt marks” took place between then and now. According to our records, the approval for the exchange of the foundation is on file, and Ms*** can arrange that delivery at her convenience The mattress however, does not qualify for replacement
The business offered a $CREDIT toward a new mattress from their company. That is not acceptable. We have already been through that process with the first mattress. We received a $1,credit toward a second mattress (the one we are talking about now)The second mattress had the same problem, it sagged in the middle. The company sent their contractor out to take measurements and agreed with us that the mattress was defective. The company said the manufacturer would not stand by the warranty. We discussed it and eventually they sent their own person out to take measurements. He agreed with us as well. The mattress is defective. Now they want me to do that again. I asked for $1,cash to resolve the matterOur backs could not use the mattress and we had to buy a quality mattress from another company. This whole process was designed to frustrate a buyer. We believe the company acted in bad faith and sold poor merchandise
To Whom It May Concern: Upon receiving the complaint, our Regional Manager contacted Mr***. Mr*** indicated that he was promised a rebate in the amount of $for each mattress purchased. Our Sales Associate made an honest mistake as the terms and dates of the rebate had
already expired. As a result, Mr *** was unable to submit for a rebate because his purchase was not made during the effective dates. Nevertheless, this was an error on our part and as a result Metro Mattress has agreed to provide a $refund to account for the errors that were made at the time of sale. Mr*** indicated that this was an acceptable outcomeIf there are any further questions regarding this account please contact our customer service department at ***
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 Initially, we had an issue finding the proper data to furnish to the manufacturer to corroborate a defect as is defined in the Manufacturer’s Limited Warranty. After continuing to work with Mr***, I am pleased to report that we were eventually able to acquire approval from the manufacturer for an exchange. This claim has now been satisfied. If there are any further questions pertaining to this claim, I can be reached during business hours at ###-###-####
Metro Mattress’ technician was able to fabricate a solution for Mr***, which was accepted by the customer on 02/17/16. If there are any further questions pertaining to this account, I can be reached during business hours at (315) 218-Respectfully, Mark I*** *** Director of Service & Procurement Metro Mattress