In the time since this complaint was filed, our records indicate that Mr*** was allowed to do a second comfort exchange, and was upgraded significantly in quality at no further expense According to our records, this dispute has been amicably settled and no further action is required
To Whom It May Concern:Upon receiving the Revdex.com complaint Metro Mattress contacted Mr*** and discussed his concerns. Despite being over the day comfort exchange period Metro Mattress agreed to allow Mr*** the opportunity to take advantage of our comfort exchange
policy. On March 13, Mr and Mrs *** selected a new mattress set that is currently scheduled for delivery on March 17, 2018. This was agreed upon in full satisfaction of their complaint filed with the Revdex.com
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. The company is saying that we can return the bed but still pay the difference of $due to the bed we want being more than we paidThe bed we want is the elite cloud which full price is less than the bed we actually boughtSo if we are to pay that money, we would have in actuality paid the full price of the bed causing the warranty from the first bed to not be done and us just saying forget the first warranty and the 50% off from the beginningWe are looking for an even exchange from the higher model to the lower model mattress and to not have to pay more than the $exchange fee due to us attempting to exchange in the first month from the beginningA contact with the attorney general will also be made in reference to this complaint filed if my request is unmetThe company appears to be playing games due to wanting the full amount for a bed that was offered at half offThe associate did not clearly explain the exchange processHow could you expect your customers to sleep on the floor to fix a bed in the first placeThat's absurdYou wouldn't see the ceo sleeping on the floor for weeks to get his bed fixed after paying for a warranty. Thank you, Regards, *** ***
Ms*** is correct in pointing out the error in figuring her in-store credit She should be getting credit for package items as well The manufacturer’s warranty covers only the defective product or piece In Ms***’s case, only the mattress was found to be defective The credit for re-selection will therefore equal 90% of the package cost as the foundation will not be exchanged. The approval will be revised and resent to the location in which Ms*** made her purchase to reflect a credit of $for the mattress only
To whom it may concern: We have discussed Ms***'s concerns with her upon receiving her Revdex.com complaint An inspection of her mattress in order to determine whether there is a manufacturer's defect was scheduled and performed It was determined that there is a 5/8" impression
in the mattress that qualifies as a defect under the manufacturer's warranty guidelines The manufacturer has approved an exchange at no cost to Ms*** This exchange is scheduled to take place on September 7, Additionally, Metro Mattress has agreed to refund the purchase price of Ms***'s first purchase in the amount of $ As of the date of this response, Ms***'s concerns have been fully addressed and satisfied with the aforementioned resolution
This letter is
in response to the complaint filed by Ronald ***, ID #10770051. The nature of this complaint pertains to a
warranty claim. 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. Unfortunately,
in the year since Mr*** made his purchase, Metro Mattress has ceased to
carry any product from the manufacturer of Mr***’s bedding. Being that we are no longer a licensed dealer
of products from the Dreamwell Bedding Company, they do not authorize us to mediate
or handle warranty claims in any regard.
Metro Mattress does not have any authority over any of the terms that the manufacturer has offered to Mr
***. However, as a
gesture of good faith, Metro Mattress has decided to offer Mr*** the
prorated credit that he would have received under the terms of the manufacturer’s
limited warranty which offers a prorated credit after year. This credit was published to the location in
which Mr*** made his original purchase. If there are
any further questions pertaining to this account, please feel free to reach me
during business hours at *** *** Respectfully, Mark IBell, 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 belowWe are responding to Metro Mattress statement provided to
you (Revdex.com). When Danelle spoke to us after receiving the compliant, she
stated that Metro Mattress stop carrying the mattress that we purchase and stop
dealing with DreamWell several months ago, who is the manufacture of the
mattressSince Metro Mattress is no longer dealing with DreamWell and Metro Mattress
will not honor the warrantyThen Danelle offer a $credit against another
mattress and would not give us a refund We paid $for the mattress and we need
to correct the amount we provide in our compliantThe lowest mattress they
carry is $We would have pay and extra $to replace a defective
mattressI believe if they can offer a $credit they can refund the
purchase priceAs for the warranty, when we first contact Metro Mattress
about the problem with the mattress, Metro Mattress was aware that we were over the warranty date by a
couple weeks and that they would still honor the warranty and they would send
Laura out to check out the defectSo to bring the warranty issue after the
fact after they stated to us they honor the warranty is not right. I want to bring to Revdex.com attention that Metro Mattress was misleading
in their response to Revdex.comMetro Mattress would not honor the warranty because
it was not their warranty no longer deal with the manufactoryIn a TV commercial
that was air Aug 21, Metro Mattress reference in their Labor Day sale stated there
was one year sleep on it warranty When
we purchase the mattress that what the sale person told us that there was a one
year warrantyIt was our understanding based on the sale man statement that mattress
was backing their mattress by Mero Mattress warrantyFinal point, when Metro
Mattress deal with so many manufactory how does a customer know when cease
dealing with any certain manufactoryOur position is, instead of a credit issue a refund and
honor the warranty as they state in their Labor Day commercialRegards, *** ***
Unfortunately, we are unable to locate the specific account information for Ms***’s account as no invoice or customer ID numbers were referenced. It appears that Ms***’s complaint pertains to her request for a second comfort exchange due to comfort
preference issuesMetro Mattress offers a 1-Year SLEEP ON IT Guarantee program which allows customers to make an exchange on a mattress in the event that they feel they may have selected the incorrect mattress for their taste. Although the program creates a significant expense to Metro Mattress, we are proud to offer the policy to help the very small percentage of customers that actually need the program. However, due to the nature of the policy, Metro Mattress clearly limits the ability to exercise this policy to one time only. As it is printed on Ms***’s receipt, the 1-Year SLEEP ON IT Guarantee makes the following statement in it’s very first sentences: If you find that within ONE YEAR after the receipt of your bedding, you are not satisfied with your purchase, Metro Mattress will allow you a one-time exchange of your complete sleep set (mattress and foundations - excluding adjustable bed bases), for another sleep set of equal or lesser value. This offer is a One Time Only ExchangeNo exceptions. Additionally, the following is stated on Ms***’s receipt: REFUND POLICY ALL SALES ARE FINALMERCHANDISE MAY NOT BE RETURNED FOR REFUND AT ANY TIME In the event that our assumption is correct, and Ms*** has already received a comfort exchange, then Metro Mattress has fulfilled our obligations as stated in the policy. It’s regretful that Ms*** was offended by the advice of adding a mattress topper to her sleep set in an effort to alter the comfort ore to her liking. However, that is a very valid solution to the problem
In the time since this complaint was filed, our records indicate that Mr*** was allowed to do a second comfort exchange, and was upgraded significantly in quality at no further expense According to our records, this dispute has been amicably settled and no further action is required
To Whom It May Concern:Upon receiving the Revdex.com complaint Metro Mattress contacted Mr*** and discussed his concerns. Despite being over the day comfort exchange period Metro Mattress agreed to allow Mr*** the opportunity to take advantage of our comfort exchange
policy. On March 13, Mr and Mrs *** selected a new mattress set that is currently scheduled for delivery on March 17, 2018. This was agreed upon in full satisfaction of their complaint filed with the Revdex.com
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. The company is saying that we can return the bed but still pay the difference of $due to the bed we want being more than we paidThe bed we want is the elite cloud which full price is less than the bed we actually boughtSo if we are to pay that money, we would have in actuality paid the full price of the bed causing the warranty from the first bed to not be done and us just saying forget the first warranty and the 50% off from the beginningWe are looking for an even exchange from the higher model to the lower model mattress and to not have to pay more than the $exchange fee due to us attempting to exchange in the first month from the beginningA contact with the attorney general will also be made in reference to this complaint filed if my request is unmetThe company appears to be playing games due to wanting the full amount for a bed that was offered at half offThe associate did not clearly explain the exchange processHow could you expect your customers to sleep on the floor to fix a bed in the first placeThat's absurdYou wouldn't see the ceo sleeping on the floor for weeks to get his bed fixed after paying for a warranty. Thank you, Regards, *** ***
Ms*** is correct in pointing out the error in figuring her in-store credit She should be getting credit for package items as well The manufacturer’s warranty covers only the defective product or piece In Ms***’s case, only the mattress was found to be defective The credit for re-selection will therefore equal 90% of the package cost as the foundation will not be exchanged. The approval will be revised and resent to the location in which Ms*** made her purchase to reflect a credit of $for the mattress only
To whom it may concern: We have discussed Ms***'s concerns with her upon receiving her Revdex.com complaint An inspection of her mattress in order to determine whether there is a manufacturer's defect was scheduled and performed It was determined that there is a 5/8" impression
in the mattress that qualifies as a defect under the manufacturer's warranty guidelines The manufacturer has approved an exchange at no cost to Ms*** This exchange is scheduled to take place on September 7, Additionally, Metro Mattress has agreed to refund the purchase price of Ms***'s first purchase in the amount of $ As of the date of this response, Ms***'s concerns have been fully addressed and satisfied with the aforementioned resolution
This letter is
in response to the complaint filed by Ronald ***, ID #10770051. The nature of this complaint pertains to a
warranty claim. 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. Unfortunately,
in the year since Mr*** made his purchase, Metro Mattress has ceased to
carry any product from the manufacturer of Mr***’s bedding. Being that we are no longer a licensed dealer
of products from the Dreamwell Bedding Company, they do not authorize us to mediate
or handle warranty claims in any regard.
Metro Mattress does not have any authority over any of the terms that the manufacturer has offered to Mr
***. However, as a
gesture of good faith, Metro Mattress has decided to offer Mr*** the
prorated credit that he would have received under the terms of the manufacturer’s
limited warranty which offers a prorated credit after year. This credit was published to the location in
which Mr*** made his original purchase. If there are
any further questions pertaining to this account, please feel free to reach me
during business hours at *** *** Respectfully, Mark IBell, 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 belowWe are responding to Metro Mattress statement provided to
you (Revdex.com). When Danelle spoke to us after receiving the compliant, she
stated that Metro Mattress stop carrying the mattress that we purchase and stop
dealing with DreamWell several months ago, who is the manufacture of the
mattressSince Metro Mattress is no longer dealing with DreamWell and Metro Mattress
will not honor the warrantyThen Danelle offer a $credit against another
mattress and would not give us a refund We paid $for the mattress and we need
to correct the amount we provide in our compliantThe lowest mattress they
carry is $We would have pay and extra $to replace a defective
mattressI believe if they can offer a $credit they can refund the
purchase priceAs for the warranty, when we first contact Metro Mattress
about the problem with the mattress, Metro Mattress was aware that we were over the warranty date by a
couple weeks and that they would still honor the warranty and they would send
Laura out to check out the defectSo to bring the warranty issue after the
fact after they stated to us they honor the warranty is not right. I want to bring to Revdex.com attention that Metro Mattress was misleading
in their response to Revdex.comMetro Mattress would not honor the warranty because
it was not their warranty no longer deal with the manufactoryIn a TV commercial
that was air Aug 21, Metro Mattress reference in their Labor Day sale stated there
was one year sleep on it warranty When
we purchase the mattress that what the sale person told us that there was a one
year warrantyIt was our understanding based on the sale man statement that mattress
was backing their mattress by Mero Mattress warrantyFinal point, when Metro
Mattress deal with so many manufactory how does a customer know when cease
dealing with any certain manufactoryOur position is, instead of a credit issue a refund and
honor the warranty as they state in their Labor Day commercialRegards, *** ***
Unfortunately, we are unable to locate the specific account information for Ms***’s account as no invoice or customer ID numbers were referenced. It appears that Ms***’s complaint pertains to her request for a second comfort exchange due to comfort
preference issuesMetro Mattress offers a 1-Year SLEEP ON IT Guarantee program which allows customers to make an exchange on a mattress in the event that they feel they may have selected the incorrect mattress for their taste. Although the program creates a significant expense to Metro Mattress, we are proud to offer the policy to help the very small percentage of customers that actually need the program. However, due to the nature of the policy, Metro Mattress clearly limits the ability to exercise this policy to one time only. As it is printed on Ms***’s receipt, the 1-Year SLEEP ON IT Guarantee makes the following statement in it’s very first sentences: If you find that within ONE YEAR after the receipt of your bedding, you are not satisfied with your purchase, Metro Mattress will allow you a one-time exchange of your complete sleep set (mattress and foundations - excluding adjustable bed bases), for another sleep set of equal or lesser value. This offer is a One Time Only ExchangeNo exceptions. Additionally, the following is stated on Ms***’s receipt: REFUND POLICY ALL SALES ARE FINALMERCHANDISE MAY NOT BE RETURNED FOR REFUND AT ANY TIME In the event that our assumption is correct, and Ms*** has already received a comfort exchange, then Metro Mattress has fulfilled our obligations as stated in the policy. It’s regretful that Ms*** was offended by the advice of adding a mattress topper to her sleep set in an effort to alter the comfort ore to her liking. However, that is a very valid solution to the problem