To Whom It May Concern: We have attempted numerous times to resolve this issue with Ms*** It is unfortunate that Ms*** has had the experience of defective merchandise We can certainly understand how inconvenient and disruptive this can be to one's life and understand
how important it is to make sure the process moves quickly In each instance Metro Mattress has replaced the merchandise at no cost to the customer As you may be aware the warranty on the merchandise is provided by the manufacturer Metro Mattress merely is the liaison between the manufacturer and the customer to help keep transportation costs to the customer low Since this is the 3rd time her mattress set has failed, Metro Mattress offered to replace it with an upgraded mattress set at no additional cost to her However, Ms*** just wanted a refund of the price she paid Understanding her frustration, Metro Mattress then offered her a full refund of the mattress set Surprisingly, Ms*** did not accept our offer She indicated that she would like her refund prior to returning the merchandise Unfortunately Metro Mattress is unwilling to accommodate this requestThis does not appear to be an issue that Ms*** is willing to allow Metro Mattress to resolve at this time Metro Mattress has offered a full refund for the price paid in exchange for the merchandise This was our final offer of resolution which was denied by Ms*** on 4/13/ At this point in time there is nothing else Metro Mattress is able to offer Ms*** other than the refund for the price she paid for the warrantied merchandise
This letter is in response to the complaint filed by Ms*** ***. The nature of this complaint pertains to Ms***’s purchase that she accepted on December 21, 2017. Ms*** purchased a mattress and an adjustable base. Due to the fact that Ms*** had a platform
bed the original adjustable bed that she purchased originally was not compatible because it was equipped with legs and due to the platform bed Ms*** required a zero-clearance adjustable base. We exchanged the original base with a zero-clearance adjustable base that would work in conjunction with her platform bed. It was brought to our attention that Ms*** was not happy with that adjustable base. Metro Mattress has since discussed the issue with Ms*** and we have agreed to pick up the adjustable base and provide her a refund for the base. If there are any further questions or concerns pertaining to this account, I can be reach during business hours at (315) 218-1234. Respectfully, Jason RM***, CPA Chief Financial Officer
Albeit very rare to have a repeat issue such as Mr*** is reporting, the warranty protects the consumer against defects The warranty does not however, award upgrades. As previously stated, in the event that a defect is found in Mr***’s mattress, an upgrade credit will be established Mr***’s desired settlement however cannot be honored at no cost The bedding Mr*** is requesting is significantly more expensive than the quality level he purchased Metro Mattress will, as always, do our best to help Mr*** as best we can. If there are any further questions pertaining to this account, please feel free to reach me during business hours at (315) 218-
This letter is in response to the complaint filed by Mr*** ***, ID # *** The nature of this complaint pertains to a warranty approvalFirst, 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 consumerThe 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 customersAnd lastly, the following is stated in the terms and conditions of purchase found posted in our stores as well as printed on Mr***’s receipt: REFUND POLICYALL SALES ARE FINALMERCHANDISE MAY NOT BE RETURNED FOR REFUND AT ANY TIMEIt is unfortunate that Mr*** had a defect identified in his 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 timeIf there are any further questions pertaining to this account, please feel free to reach me during business hours at ###-###-####Respectfully, Mark BDirector of Service & Procurement Metro Mattress Corp
Metro Mattress has not been truthful in what actually transpired with the purchase of a mattress:1st Mattressdefective mushy in the middle - said mushy because of how it stood in warehouse. 2nd Mattress... had urine stains on mattress - (have photos and videos) 3rd MattressNot the mattress in showroom - billed for a "QUEEN *** II" and received an *** - I AM OUTRAGED ONCE AGAIN - NOT ONLY IS IT THE INCORRECT MATTRESS -ITS A FULL SIZE MATTRESS AND NOT A QUEEN SIZE MATTRESS !!! THEYTHEY SELL USED MATTRESSES. I WANT IMMEDIATE REMOVAL OF THIS MATTRESS FROM MY HOME OR I WILL HAVE TO TAKE LEGAL REMEDIES
I am submitting this email as pertaining to my claim against Metro MattressPlease note the reference to “that you were mislead concerning the return period of Temperpedic adjustable BASES”
My decision to purchase the bed set was based on the VERBAL ASSURANCE OF THE SALESPERSON THAT I HAD DAYS TO “TRY OUT MY PURCHASE” or return it but I would be charged $
When I came back well within the day period we were flatly told we COULD NOT RETURN THE BASE, PERIODThis email from Mariah Hof Metro Mattress verifies my complaintI was misleadMy resolution to this is I wish to return the base & mattress as agreed to by Metro Mattress, but I DO NOT want another adjustable bedWe want a basic Mattress & box spring, and certainly not in the price range we were fooled into
From: Customer Service
Sent: Tuesday, September 20, 11:AM
To: ***
Subject: RE: Untruthful sales practice ***
Hello,
Thank you for contacting us! I so apologize that you were mislead concerning the return period for Tempurpedic adjustable basesAll of Tempurpedic adjustable bases are non-returnable due to the nature of the productI do apologize again, for this informationI would contact the Metro mattress regional sales manager to see if you can speak further concerning this matter
If you have any other questions please feel free to give us a call at ***
Kindest regards,
Mariah H
As stated in our previous response, Metro Mattress is willing to refund the purchase price in full as requested by the customer upon return of the merchandise Since this was financed and subsequently paid off, Metro Mattress will issue a refund check at the time of the merchandise pick up as to not provide a delay in waiting for the return of funds Unfortunately, we recycle the customer's old bedding and do not have it to return to them as is it customary to do so in our industry We understand the inconvenience of having to find another mattress set, however, it will be the customer's sole responsibility to coordinate the purchase of a replacement sleep set from another retailer If the customer would like to accept this offer please contact our Customer Service Department directly at 315-218-to schedule the pick up and refund accordingly
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, *** ***
To Whom It May Concern: Ms*** purchased a Simmons Molokai Queen Mattress on a Leggett Elite adjustable base from our Niagara Falls store on 3/12/She applied for financing but was denied by our primary financing company, Synchrony She asked her Grandmother, *** *** to
open an account and let her use it Ms*** was approved and used the credit she was granted to make the purchase for Ms*** The merchandise was delivered the next day 3/13/ Ms*** contacted the Niagara Falls store on 3/14/and spoke with our Manager, TerranceShe told him that the bed was too soft for her tasteTerrance explained to her that since she didn’t get the protector at the time of the initial sale that she was not enrolled in our comfort guarantee as explained to her at the time of the initial sale However, our Regional Manager approved the customer to perform a comfort exchange (Terms and Conditions outlined on the back of customer's invoice). Ms*** attempted to gain an increase in the credit account through Synchrony to gain additional funding to pay for a significant upgrade Unfortunately, her Grandmother, Ms*** was unable to get approved for the increase of $2,that Ms*** needed to switch to Tempurpedic. Ms*** was not happy and claimed that it may be defective at which point Metro Mattress offered a warranty inspection free of charge to the customerShe did not want to go the routeMetro Mattress then offered her another option to do an exchange using the price paid for the original mattress ($1,000) to be applied to any mattress in the store of equal or lesser value. Ms*** was frustrated with her options since she was unable to upgrade (due to lack of financing) to the level of mattress she sought. Her Grandmother repeatedly apologized on her behalf and told her we were being nothing but nice and trying to help herIn the end, Ms*** selected a Serta Burkhurt memory foam mattress in exchange for the mattress that she originally selected. The new mattress was delivered to her on March 30, 2017. As you can see Metro Mattress has been more that accommodating to Ms***. Regards, Jason *** Chief Financial Officer
Mr*** has a mattress that carries a replacement warranty through the manufacturer There is no portion of his warranty, or the terms and conditions of purchase that obligate Metro Mattress or the manufacturer to refund a two-year-old purchase due to a defect The manufacturer, having verified the defect has an obligation to replace that product, which has been offered to Mr*** Being that the mattress has a defect is likely the cause of discomfort for Mr***’s wife. Mr***’s portrayal of Metro Mattress taking advantage of he and his wife is unreasonable We are happy to coordinate the exchange of the mattress as approved by the manufacturer (*** Mattress Co.) However, we see no grounds to honor Mr***’s request for a refund. If there are any further questions pertaining to this account, I can be reached during business hours at (315) 218-1235.Respectfully, Mark IB***, Jr. 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. My first comment is that this is NOT a "different issue than the last complaint" and that "noise in the coil unit" was never brought up by usOur complaint was and is about the visible indentations With the replacement set, it could be seen within three nights of sleeping on it. The measurement was done after only nights!!! I would find it very hard to believe that ANYONE at Metro Mattress or Spring Air would find this acceptable in something they purchasedOur position remains that we believe a full refund should be issued; we DO NOT want another Spring Air mattress! And trying to work with Metro Mattress has been extremely frustrating. Regards, *** & *** ***
To Whom It May Concern: Our company policy is to keep limited cash on site to ensure the safety of our employees. Ms***'s $cash deposit was deposited into our bank the very same night that she provided it to our Sales Associate. It is unfortunate that she was not aware that
we do not provide cash deposits to our customers and that refund checks are issued from our Corporate Offices. Ms***'s refund check in the amount of $was already issued and mailed to her home address upon her request made at the store. We apologize for an inconvenience this may have caused Ms*** but this is done to protect our employees and is in no way done in an attempt to take advantage of our customers.We will reinforce and remind our Associates the importance of transparency of our company policies with all customers as a result of this feedback
It would appear that Mr*** misunderstood our response We are happy to allow him the same discount on the reselection However, in accordance with the Comfort Exchange policy guidelines, if he were to reselect something less expensive, there will be no refunds There is also a Comfort Exchange fee involved as well. Again, we must be clear in pointing out that Metro Mattress had and has no obligation to offer this discount to Mr*** It would seem that Mr*** is blurring the lines between the repair offered by the manufacturer, and the discount offered by Metro Mattress The repair of his original bed is a warranty guideline set forth by the manufacturer, NOT Metro Mattress This purchase has nothing to do with the warranty claim originally filed Mr*** would need to discuss that displeasure with the manufacturer Metro Mattress understood Mr*** unhappiness with the manufacturer’s proposed warranty repair and made the offer of a discount accordingly. We can assure Mr*** that Metro Mattress is not “playing games”, and frankly have made more exceptions to his account that we are normally willing to make Especially considering that he is now going to execute a Comfort Exchange on a mattress that Metro Mattress will have to salvage at pennies on the dollar to recycle This second pricing accommodation furthers Metro Mattresses loss on Mr*** account Mr*** was in possession of the full terms concerning the comfort exchange program for more than weeks before accepting delivery of any goods from Metro MattressIf there are any further questions pertaining to this account, I can be reached during business hours at (315) 218-1235. Respectfully, Mark I***, Jr. Director of Service & Procurement Metro Mattress
This email is in response to the complaint filed by Ms*** *** *** *** The nature of Ms***’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 Additionally, I have included a copy of Ms***’s receipt complete with her signature acknowledging agreement to the terms and conditions of purchase. The 1-Year SLEEP ON IT Guarantee policy specifically states the following:“Our Comfort Exchange Program is limited to bedding onlyAdjustable Bed Bases, frames, futons, daybeds, headboards, bunk beds, pillows, etc., are NOT part of the Comfort Exchange Program.” Pertaining to the itemized pricing structure, Metro Mattress offers customer a discount on items like adjustable power foundations when they upgraded from a standard flat set In addition to this upgrade discounted price, it would appear that Ms*** was also able to receive a discount on the mattress set pricing to which the adjustable base was added With all of these factors combined, Metro Mattress arrived at a discount package price for Ms***’s complete adjustable set This was not itemized as the pricing was contingent upon purchasing both pieces together Please see the breakdown below:Memory Touch 8” Queen Flat Set everyday low price = $1,699.99Premier Queen adjustable base everyday low price = $999.99-------------------------------------------------------------------------...⇄ Total Everyday Low Price = $2,699.98 Ms*** paid $1,for the complete adjustable set, a $1,savings Metro Mattress’ standard upgrade price for the Premier Queen adjustable base is $(a 25% discount from everyday low pricing) If we were to deduct that from the price paid by Ms***, her Comfort Guarantee credit for the mattress only should be $towards the reselection of another mattress only model. As previously stated, Ms*** was in possession of this complete policy for days before accepting any goods from Metro Mattress This is deemed a reasonable amount of time for Ms*** to review these policies that she acknowledged on the attached receipt. Metro Mattress is glad to offer a program like the 1-Year SLEEP ON IT Guarantee, even though we are not required to do so We do not find that Ms*** has been treated unfairly, and are glad to report that she may still exercise her ability to use the 1-Year SLEEP ON IT Guarantee program. 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
According to our records, the store has been authorized to exchange this foundation as requested The customer should have already been contacted in this regard
This email is in response to the complaint filed by Ms*** *** (ID # ***) The nature of Ms***’s complaint pertains to a perceived mis-delivery. According to our records, Ms*** purchased a set of bedding which was delivered on 09/ After sleeping on the bed
for a few weeks, Ms*** felt that it was perhaps the wrong bed for her comfort preference. 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. Ms*** executed a comfort exchange as per the terms of the program printed on Ms***’s original proof of purchase The replacement bed was delivered, and once again Ms*** felt as if she had selected a mattress that she found uncomfortable Although the comfort exchange policy is very clear in stating that customers may only execute one exchange, Metro Mattress agreed to make an exception on her behalf and allow a second comfort exchange. Upon delivery of Ms***’s third bed, she noted that the name tag affixed to the bed listed “***” instead of “***” 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 We have verified with Pennsylvania bedding (the manufacturing licensee of *** Mattress) that Ms***’s bed is exactly what she selected in our store. While we can appreciate Ms***’s frustration with the exchanges on her account, all exchanges were made due to the comfort preference of Ms*** Metro Mattress has executed each exchange accordingly, and even made special exception for Ms*** in offering the second comfort exchange.Metro Mattress does not find grounds for the refund of Ms***’s purchase at this time If there are any further questions pertaining to this account, I can be reached during business hours at (315) 218-1235.Respectfully, Mark IBell, Jr. Director of Service & 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 offeredHowever, 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. In the event that a defect is found in Mr***’s mattress, an upgrade credit will be established Mr***’s desired settlement however cannot honored at no cost The bedding Mr*** is requesting is significantly more expensive than the quality level he purchased Metro Mattress will, as always, do our best to help Mr*** as best we can, however the manufacturer’s warranty does not award upgrades. The consumer protection afforded to consumers under the terms of their manufacturer’s warranty is shall be exercised to the letter 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*** JrDirector of Service & Procurement Metro Mattress Corp
Metro Mattress
would like to again apologize to Ms*** concerning the damage her home
sustained during the delivery of her bedding.
However, it would appear that Ms***’ assessment of the monetary
value for repair is very different than what Metro Mattress
believes it to
be. Based on the size and location of
the scratches on Ms***’ stairs, we do not fell that having the entire
staircase stripped, sanded and repainted is a reasonable solution. We are
certainly able to perform the repair with very little disruption to Ms***’
home or schedule, or we have offered a $settlement. Metro Mattress believes that the $is
significantly more than what the actual repairs will cost. If Ms*** and Metro Mattress are
unable to come to an agreement on this then we propose the only fair solution
to be obtaining an estimate from a licensed contractor concerning the
repair. Ms*** can seek an
estimate, but Metro Mattress insists on having the ability to also procure an
estimate from a contractor of our selection.
We will compare the scope of the repairs as recommended by each
estimator, and establish the settlement thereafter. If Ms***
would like to arrange for this course of action to ensue, she should contact
John B*** Metro Mattress’ Director of Operations at her earliest convenience. MrBrown can be reached at (315) 218-1233. Respectfully, Mark IB***, Jr. Director of Service & Procurement Metro Mattress Corp
According to our records, and approval for the exchange of Ms* mattress was issued to the location in which she made her purchase on May 22, We have instructed the store try again to reach her today.Respectfully,Mark B***Director of Service and ProcurementMetro Mattress
As per our phone conversation today, Metro Mattress has authorized the store of original purchase to give Mr*** a choice of different models as possible replacements at no additional cost to him These models span several different different brands and comfort levels Several are also significant increases in quality Mr*** should be instructed to visit the location in which he made his original purchase in order to execute the exchange of goods.Respectfully, Mark *** Director of Service & Procurement Metro Mattress
To Whom It May Concern: We have attempted numerous times to resolve this issue with Ms*** It is unfortunate that Ms*** has had the experience of defective merchandise We can certainly understand how inconvenient and disruptive this can be to one's life and understand
how important it is to make sure the process moves quickly In each instance Metro Mattress has replaced the merchandise at no cost to the customer As you may be aware the warranty on the merchandise is provided by the manufacturer Metro Mattress merely is the liaison between the manufacturer and the customer to help keep transportation costs to the customer low Since this is the 3rd time her mattress set has failed, Metro Mattress offered to replace it with an upgraded mattress set at no additional cost to her However, Ms*** just wanted a refund of the price she paid Understanding her frustration, Metro Mattress then offered her a full refund of the mattress set Surprisingly, Ms*** did not accept our offer She indicated that she would like her refund prior to returning the merchandise Unfortunately Metro Mattress is unwilling to accommodate this requestThis does not appear to be an issue that Ms*** is willing to allow Metro Mattress to resolve at this time Metro Mattress has offered a full refund for the price paid in exchange for the merchandise This was our final offer of resolution which was denied by Ms*** on 4/13/ At this point in time there is nothing else Metro Mattress is able to offer Ms*** other than the refund for the price she paid for the warrantied merchandise
This letter is in response to the complaint filed by Ms*** ***. The nature of this complaint pertains to Ms***’s purchase that she accepted on December 21, 2017. Ms*** purchased a mattress and an adjustable base. Due to the fact that Ms*** had a platform
bed the original adjustable bed that she purchased originally was not compatible because it was equipped with legs and due to the platform bed Ms*** required a zero-clearance adjustable base. We exchanged the original base with a zero-clearance adjustable base that would work in conjunction with her platform bed. It was brought to our attention that Ms*** was not happy with that adjustable base. Metro Mattress has since discussed the issue with Ms*** and we have agreed to pick up the adjustable base and provide her a refund for the base. If there are any further questions or concerns pertaining to this account, I can be reach during business hours at (315) 218-1234. Respectfully, Jason RM***, CPA Chief Financial Officer
Albeit very rare to have a repeat issue such as Mr*** is reporting, the warranty protects the consumer against defects The warranty does not however, award upgrades. As previously stated, in the event that a defect is found in Mr***’s mattress, an upgrade credit will be established Mr***’s desired settlement however cannot be honored at no cost The bedding Mr*** is requesting is significantly more expensive than the quality level he purchased Metro Mattress will, as always, do our best to help Mr*** as best we can. If there are any further questions pertaining to this account, please feel free to reach me during business hours at (315) 218-
This letter is in response to the complaint filed by Mr*** ***, ID # *** The nature of this complaint pertains to a warranty approvalFirst, 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 consumerThe 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 customersAnd lastly, the following is stated in the terms and conditions of purchase found posted in our stores as well as printed on Mr***’s receipt: REFUND POLICYALL SALES ARE FINALMERCHANDISE MAY NOT BE RETURNED FOR REFUND AT ANY TIMEIt is unfortunate that Mr*** had a defect identified in his 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 timeIf there are any further questions pertaining to this account, please feel free to reach me during business hours at ###-###-####Respectfully, Mark BDirector of Service & Procurement Metro Mattress Corp
Metro Mattress has not been truthful in what actually transpired with the purchase of a mattress:1st Mattressdefective mushy in the middle - said mushy because of how it stood in warehouse. 2nd Mattress... had urine stains on mattress - (have photos and videos) 3rd MattressNot the mattress in showroom - billed for a "QUEEN *** II" and received an *** - I AM OUTRAGED ONCE AGAIN - NOT ONLY IS IT THE INCORRECT MATTRESS -ITS A FULL SIZE MATTRESS AND NOT A QUEEN SIZE MATTRESS !!! THEYTHEY SELL USED MATTRESSES. I WANT IMMEDIATE REMOVAL OF THIS MATTRESS FROM MY HOME OR I WILL HAVE TO TAKE LEGAL REMEDIES
I am submitting this email as pertaining to my claim against Metro MattressPlease note the reference to “that you were mislead concerning the return period of Temperpedic adjustable BASES”
My decision to purchase the bed set was based on the VERBAL ASSURANCE OF THE SALESPERSON THAT I HAD DAYS TO “TRY OUT MY PURCHASE” or return it but I would be charged $
When I came back well within the day period we were flatly told we COULD NOT RETURN THE BASE, PERIODThis email from Mariah Hof Metro Mattress verifies my complaintI was misleadMy resolution to this is I wish to return the base & mattress as agreed to by Metro Mattress, but I DO NOT want another adjustable bedWe want a basic Mattress & box spring, and certainly not in the price range we were fooled into
From: Customer Service
Sent: Tuesday, September 20, 11:AM
To: ***
Subject: RE: Untruthful sales practice ***
Hello,
Thank you for contacting us! I so apologize that you were mislead concerning the return period for Tempurpedic adjustable basesAll of Tempurpedic adjustable bases are non-returnable due to the nature of the productI do apologize again, for this informationI would contact the Metro mattress regional sales manager to see if you can speak further concerning this matter
If you have any other questions please feel free to give us a call at ***
Kindest regards,
Mariah H
As stated in our previous response, Metro Mattress is willing to refund the purchase price in full as requested by the customer upon return of the merchandise Since this was financed and subsequently paid off, Metro Mattress will issue a refund check at the time of the merchandise pick up as to not provide a delay in waiting for the return of funds Unfortunately, we recycle the customer's old bedding and do not have it to return to them as is it customary to do so in our industry We understand the inconvenience of having to find another mattress set, however, it will be the customer's sole responsibility to coordinate the purchase of a replacement sleep set from another retailer If the customer would like to accept this offer please contact our Customer Service Department directly at 315-218-to schedule the pick up and refund accordingly
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, *** ***
To Whom It May Concern: Ms*** purchased a Simmons Molokai Queen Mattress on a Leggett Elite adjustable base from our Niagara Falls store on 3/12/She applied for financing but was denied by our primary financing company, Synchrony She asked her Grandmother, *** *** to
open an account and let her use it Ms*** was approved and used the credit she was granted to make the purchase for Ms*** The merchandise was delivered the next day 3/13/ Ms*** contacted the Niagara Falls store on 3/14/and spoke with our Manager, TerranceShe told him that the bed was too soft for her tasteTerrance explained to her that since she didn’t get the protector at the time of the initial sale that she was not enrolled in our comfort guarantee as explained to her at the time of the initial sale However, our Regional Manager approved the customer to perform a comfort exchange (Terms and Conditions outlined on the back of customer's invoice). Ms*** attempted to gain an increase in the credit account through Synchrony to gain additional funding to pay for a significant upgrade Unfortunately, her Grandmother, Ms*** was unable to get approved for the increase of $2,that Ms*** needed to switch to Tempurpedic. Ms*** was not happy and claimed that it may be defective at which point Metro Mattress offered a warranty inspection free of charge to the customerShe did not want to go the routeMetro Mattress then offered her another option to do an exchange using the price paid for the original mattress ($1,000) to be applied to any mattress in the store of equal or lesser value. Ms*** was frustrated with her options since she was unable to upgrade (due to lack of financing) to the level of mattress she sought. Her Grandmother repeatedly apologized on her behalf and told her we were being nothing but nice and trying to help herIn the end, Ms*** selected a Serta Burkhurt memory foam mattress in exchange for the mattress that she originally selected. The new mattress was delivered to her on March 30, 2017. As you can see Metro Mattress has been more that accommodating to Ms***. Regards, Jason *** Chief Financial Officer
Mr*** has a mattress that carries a replacement warranty through the manufacturer There is no portion of his warranty, or the terms and conditions of purchase that obligate Metro Mattress or the manufacturer to refund a two-year-old purchase due to a defect The manufacturer, having verified the defect has an obligation to replace that product, which has been offered to Mr*** Being that the mattress has a defect is likely the cause of discomfort for Mr***’s wife. Mr***’s portrayal of Metro Mattress taking advantage of he and his wife is unreasonable We are happy to coordinate the exchange of the mattress as approved by the manufacturer (*** Mattress Co.) However, we see no grounds to honor Mr***’s request for a refund. If there are any further questions pertaining to this account, I can be reached during business hours at (315) 218-1235.Respectfully, Mark IB***, Jr. 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. My first comment is that this is NOT a "different issue than the last complaint" and that "noise in the coil unit" was never brought up by usOur complaint was and is about the visible indentations With the replacement set, it could be seen within three nights of sleeping on it. The measurement was done after only nights!!! I would find it very hard to believe that ANYONE at Metro Mattress or Spring Air would find this acceptable in something they purchasedOur position remains that we believe a full refund should be issued; we DO NOT want another Spring Air mattress! And trying to work with Metro Mattress has been extremely frustrating. Regards, *** & *** ***
To Whom It May Concern: Our company policy is to keep limited cash on site to ensure the safety of our employees. Ms***'s $cash deposit was deposited into our bank the very same night that she provided it to our Sales Associate. It is unfortunate that she was not aware that
we do not provide cash deposits to our customers and that refund checks are issued from our Corporate Offices. Ms***'s refund check in the amount of $was already issued and mailed to her home address upon her request made at the store. We apologize for an inconvenience this may have caused Ms*** but this is done to protect our employees and is in no way done in an attempt to take advantage of our customers.We will reinforce and remind our Associates the importance of transparency of our company policies with all customers as a result of this feedback
It would appear that Mr*** misunderstood our response We are happy to allow him the same discount on the reselection However, in accordance with the Comfort Exchange policy guidelines, if he were to reselect something less expensive, there will be no refunds There is also a Comfort Exchange fee involved as well. Again, we must be clear in pointing out that Metro Mattress had and has no obligation to offer this discount to Mr*** It would seem that Mr*** is blurring the lines between the repair offered by the manufacturer, and the discount offered by Metro Mattress The repair of his original bed is a warranty guideline set forth by the manufacturer, NOT Metro Mattress This purchase has nothing to do with the warranty claim originally filed Mr*** would need to discuss that displeasure with the manufacturer Metro Mattress understood Mr*** unhappiness with the manufacturer’s proposed warranty repair and made the offer of a discount accordingly. We can assure Mr*** that Metro Mattress is not “playing games”, and frankly have made more exceptions to his account that we are normally willing to make Especially considering that he is now going to execute a Comfort Exchange on a mattress that Metro Mattress will have to salvage at pennies on the dollar to recycle This second pricing accommodation furthers Metro Mattresses loss on Mr*** account Mr*** was in possession of the full terms concerning the comfort exchange program for more than weeks before accepting delivery of any goods from Metro MattressIf there are any further questions pertaining to this account, I can be reached during business hours at (315) 218-1235. Respectfully, Mark I***, Jr. Director of Service & Procurement Metro Mattress
This email is in response to the complaint filed by Ms*** *** *** *** The nature of Ms***’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 Additionally, I have included a copy of Ms***’s receipt complete with her signature acknowledging agreement to the terms and conditions of purchase. The 1-Year SLEEP ON IT Guarantee policy specifically states the following:“Our Comfort Exchange Program is limited to bedding onlyAdjustable Bed Bases, frames, futons, daybeds, headboards, bunk beds, pillows, etc., are NOT part of the Comfort Exchange Program.” Pertaining to the itemized pricing structure, Metro Mattress offers customer a discount on items like adjustable power foundations when they upgraded from a standard flat set In addition to this upgrade discounted price, it would appear that Ms*** was also able to receive a discount on the mattress set pricing to which the adjustable base was added With all of these factors combined, Metro Mattress arrived at a discount package price for Ms***’s complete adjustable set This was not itemized as the pricing was contingent upon purchasing both pieces together Please see the breakdown below:Memory Touch 8” Queen Flat Set everyday low price = $1,699.99Premier Queen adjustable base everyday low price = $999.99-------------------------------------------------------------------------...⇄ Total Everyday Low Price = $2,699.98 Ms*** paid $1,for the complete adjustable set, a $1,savings Metro Mattress’ standard upgrade price for the Premier Queen adjustable base is $(a 25% discount from everyday low pricing) If we were to deduct that from the price paid by Ms***, her Comfort Guarantee credit for the mattress only should be $towards the reselection of another mattress only model. As previously stated, Ms*** was in possession of this complete policy for days before accepting any goods from Metro Mattress This is deemed a reasonable amount of time for Ms*** to review these policies that she acknowledged on the attached receipt. Metro Mattress is glad to offer a program like the 1-Year SLEEP ON IT Guarantee, even though we are not required to do so We do not find that Ms*** has been treated unfairly, and are glad to report that she may still exercise her ability to use the 1-Year SLEEP ON IT Guarantee program. 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
According to our records, the store has been authorized to exchange this foundation as requested The customer should have already been contacted in this regard
This email is in response to the complaint filed by Ms*** *** (ID # ***) The nature of Ms***’s complaint pertains to a perceived mis-delivery. According to our records, Ms*** purchased a set of bedding which was delivered on 09/ After sleeping on the bed
for a few weeks, Ms*** felt that it was perhaps the wrong bed for her comfort preference. 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. Ms*** executed a comfort exchange as per the terms of the program printed on Ms***’s original proof of purchase The replacement bed was delivered, and once again Ms*** felt as if she had selected a mattress that she found uncomfortable Although the comfort exchange policy is very clear in stating that customers may only execute one exchange, Metro Mattress agreed to make an exception on her behalf and allow a second comfort exchange. Upon delivery of Ms***’s third bed, she noted that the name tag affixed to the bed listed “***” instead of “***” 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 We have verified with Pennsylvania bedding (the manufacturing licensee of *** Mattress) that Ms***’s bed is exactly what she selected in our store. While we can appreciate Ms***’s frustration with the exchanges on her account, all exchanges were made due to the comfort preference of Ms*** Metro Mattress has executed each exchange accordingly, and even made special exception for Ms*** in offering the second comfort exchange.Metro Mattress does not find grounds for the refund of Ms***’s purchase at this time If there are any further questions pertaining to this account, I can be reached during business hours at (315) 218-1235.Respectfully, Mark IBell, Jr. Director of Service & 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 offeredHowever, 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. In the event that a defect is found in Mr***’s mattress, an upgrade credit will be established Mr***’s desired settlement however cannot honored at no cost The bedding Mr*** is requesting is significantly more expensive than the quality level he purchased Metro Mattress will, as always, do our best to help Mr*** as best we can, however the manufacturer’s warranty does not award upgrades. The consumer protection afforded to consumers under the terms of their manufacturer’s warranty is shall be exercised to the letter 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*** JrDirector of Service & Procurement Metro Mattress Corp
Metro Mattress
would like to again apologize to Ms*** concerning the damage her home
sustained during the delivery of her bedding.
However, it would appear that Ms***’ assessment of the monetary
value for repair is very different than what Metro Mattress
believes it to
be. Based on the size and location of
the scratches on Ms***’ stairs, we do not fell that having the entire
staircase stripped, sanded and repainted is a reasonable solution. We are
certainly able to perform the repair with very little disruption to Ms***’
home or schedule, or we have offered a $settlement. Metro Mattress believes that the $is
significantly more than what the actual repairs will cost. If Ms*** and Metro Mattress are
unable to come to an agreement on this then we propose the only fair solution
to be obtaining an estimate from a licensed contractor concerning the
repair. Ms*** can seek an
estimate, but Metro Mattress insists on having the ability to also procure an
estimate from a contractor of our selection.
We will compare the scope of the repairs as recommended by each
estimator, and establish the settlement thereafter. If Ms***
would like to arrange for this course of action to ensue, she should contact
John B*** Metro Mattress’ Director of Operations at her earliest convenience. MrBrown can be reached at (315) 218-1233. Respectfully, Mark IB***, Jr. Director of Service & Procurement Metro Mattress Corp
According to our records, and approval for the exchange of Ms* mattress was issued to the location in which she made her purchase on May 22, We have instructed the store try again to reach her today.Respectfully,Mark B***Director of Service and ProcurementMetro Mattress
As per our phone conversation today, Metro Mattress has authorized the store of original purchase to give Mr*** a choice of different models as possible replacements at no additional cost to him These models span several different different brands and comfort levels Several are also significant increases in quality Mr*** should be instructed to visit the location in which he made his original purchase in order to execute the exchange of goods.Respectfully, Mark *** Director of Service & Procurement Metro Mattress