I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowFIRST I WOULD LIKE TO SAY MY GRANDMOTHER DID NOT APOLIZE AT ALL SHE WAS PRETTY FUSTRATED AT THIS POINT BECAUSE SHE SAID IT WAS TO PRICEY AND WE HAD TO STICK WITH THIS COMPANY.THE PRICE I AM PAYING IS NOT WORTH IT AND WAS TREATED POORLY.VERY UNHAPPY!!!!! Regards, [redacted]
This letter is in response to the complaint filed by [redacted] , ID # [redacted] 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 [redacted] ’s receipt:REFUND POLICYALL SALES ARE FINAL.MERCHANDISE MAY NOT BE RETURNED FOR REFUND AT ANY TIME It is unfortunate that Ms [redacted] 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- Respectfully, Mark I***, Jr Director of Service & ProcurementMetro Mattress Corp
First, it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp All decisions concerning the warranty claim are made by the Manufacturer This includes the validity of the claim, and any replacement model offered However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer This includes all necessary paperwork, inspection, and communication with the consumer 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 [redacted] , 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 ###-###-####
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I will contact the bank and close the account Thank you for your help and direction Regards, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.My Customer ID is [redacted] :I do not agree with this decisionI was not informed of the onetime exchange of the mattressI know I should have read the contract, but who does I went to the store to explain that for the price I paid for the product the mattress was sinking inthe sales consultant explained that if the product didn’t show any significant indentation the manufacturer warranty wouldn’t replace it, however I could purchase another mattress of my liking since it was before the year was upThey lead me to believe I could to buy another mattress and pay the difference since it was before the year markSince purchasing this new bed I have had to spend more money on the bed along with doctor bills from the pain caused by the bedI’m paying for a bed I can’t sleep inI would even consider taking back the original mattress that I had purchasedI paid good money for a product and expect the company to follow through to keep all paying customers happyI am asking the company to make an exception as a paying customer Regards, [redacted]
This letter is in response to the complaint filed by Ronald ***, ID # 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 [redacted] 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 [redacted] 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 [redacted] made his original purchase If there are any further questions pertaining to this account, please feel free to reach me during business hours at [redacted] Respectfully, Mark IBell, Jr Director of Service & Procurement Metro Mattress Corp
Metro Mattress’ technician was able to fabricate a solution for Mr [redacted] , which was accepted by the customer on 02/17/ If there are any further questions pertaining to this account, I can be reached during business hours at (315) 218-Respectfully, Mark I [redacted] Director of Service & Procurement Metro Mattress
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 trying our best to help Ms [redacted] find a mattress that she is more comfortable on We have, at our expense, had the mattress inspected to verify it is indeed the model she purchased as well as confirm it to be free of defect It is completely reasonable to have a break in period in any new piece of upholstered furniture, and a mattress is no exception According to Ms***’s own account of the situation, having received the bed on 06/and stopping it’s use on 06/10, she has slept on it for only nights Throughout this process, Metro Mattress has tried to remain as attentive to Ms***’s needs as we can be within reason After having the inspection return no defect, we then explained the Comfort Guarantee to Ms*** This guarantee offers consumers the ability to exchange a mattress with a different model in the event that they choose a model that doesn’t agree with them We are happy to have such a program available for situations just like this The full policy, and fees associated with the comfort guarantee were printed on Ms***’s original proof of purchase Upon deposition of the sales associates involved in this deal, I am informed that Ms [redacted] has been in our store as recently as yesterday 06/29/to discuss the comfort exchange In an effort to best accommodate Ms***, Metro Mattress has already extended discounts on the fees associates with the program as well as discounts on reselection of products Neither of these special dispensations are extended under the regular Terms and Conditions of Purchase as furnished to Ms*** Due to the extent of attention and exceptions furnished to Ms***, Metro Mattress feels that we are doing our best to come to an amicable resolution Respectfully, Mark *** Director of Service & Procurement Metro Mattress
This letter is in response to the complaint filed by Mr [redacted] ***, ID # [redacted] The nature of this complaint pertains to a warranty approval First, it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp All decisions concerning the warranty claim are made by the Manufacturer This includes the validity of the claim, and any replacement model offered However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer This includes all necessary paperwork, inspection, and communication with the consumer Metro Mattress sent Mr [redacted] the letter notifying him of the issue with his bed frame as a gesture of good faith Had the claim been submitted to the manufacturer, Mr***’ warranty coverage would have been voided Metro Mattress does not have any control or authority over this decision According to our records, Metro Mattress did resubmit the claim on Mr***’ behalf once it was confirmed that a proper bed frame was in place We show an approval for the exchange was issue to the location in which the original purchase was made on April 19, and the actual exchange took place on April 22nd As far as we can tell, this issue has been rectified If there are any further questions pertaining to this account, please feel free to reach me during business hours at (315) 218- Respectfully, Mark I [redacted] Jr Director of Service & Procurement Metro Mattress Corp
I have reviewed the response made by the business in reference to complaint ID [redacted] , 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 [redacted]
Metro Mattress would like to again apologize to Ms [redacted] concerning the damage her home sustained during the delivery of her bedding However, it would appear that Ms [redacted] ’ 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 [redacted] ’ 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 [redacted] ’ 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 [redacted] 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 [redacted] 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 [redacted] would like to arrange for this course of action to ensue, she should contact John B [redacted] Metro Mattress’ Director of Operations at her earliest convenience MrBrown can be reached at (315) 218- Respectfully, Mark IB***, Jr Director of Service & Procurement Metro Mattress Corp
First, it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp All decisions concerning the warranty claim are made by the Manufacturer This includes the validity of the claim, and any replacement model offered However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer This includes all necessary paperwork, inspection, and communication with the consumer Mattress manufacturer’s do not keep models in production in perpetuity, and normally will change all of their model lines about once per year In the event that the manufacturer approves the replacement of a model due to defect, but that model is no longer in production, they will authorize the exchange with a model in their current line that matches the same level of quality and support as the model being replaced The approved model is shown to the customer in advance of delivery Concerning Mr [redacted] ’s statement about having been sold a product “not suited for his condition” Metro Mattress does our best to help consumers choose a sleep system that works best for them However, comfort is subjective and the consumer must ultimately decide that matter Additionally, if Mr [redacted] had a specific need or type of mattress, that would need to have been discussed in the selection process and not year after it was delivered Metro Mattress does not claim to offer medical advice to consumers Mr [redacted] ’s specific needs due to a personal affliction are now being discussed in hindsight, as they were seemingly not requested by Mr [redacted] at the time of selection As previously stated, Mr [redacted] does have a valid manufacturer’s limited warranty covering this mattress In the event that there is a defect, Metro Mattress (as we have done before) will make sure the manufacturer holds up their obligation as set forth in that warranty Unfortunately, the warranty does not cover issues due to preference Without proof of a defect in Mr [redacted] ’s merchandise, Metro Mattress is not authorized to replace the mattress in question.Respectfully,Mark B***Director of Service & ProcurementMetro Mattress
Albeit very rare to have a repeat issue such as Mr [redacted] 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 [redacted] is requesting is significantly more expensive than the quality level he purchased Metro Mattress will, as always, do our best to help Mr [redacted] 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-
To Whom It May Concern:Upon receiving the Revdex.com complaint Metro Mattress contacted Mr [redacted] and discussed his concerns Despite being over the day comfort exchange period Metro Mattress agreed to allow Mr [redacted] the opportunity to take advantage of our comfort exchange policy On March 13, Mr and Mrs [redacted] selected a new mattress set that is currently scheduled for delivery on March 17, This was agreed upon in full satisfaction of their complaint filed with the Revdex.com
This email is in response to the complaint filed by Mr [redacted] (ID # [redacted] ) First it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp All decisions concerning the warranty claim are made by the Manufacturer This includes the validity of the claim, and any replacement model offered However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer This includes all necessary paperwork, inspection, and communication with the consumer Upon Mr***’ filing of the complaint, Metro Mattress did order the inspection of the mattress in question Upon receipt of the in-home assessment results, Mr***’ mattress did not meet the manufacturer’s minimum requirements to qualify for replacement of the mattress in question Metro Mattress has notified Mr [redacted] that solely in an effort to try and capture enough data to get the manufacturer’s approval for exchange, we are going to have a second assessment performed Metro Mattress is attempting everything in our power to give Mr [redacted] the benefit of the doubt Metro Mattress does not see grounds to grant Mr [redacted] proposed resolution As previously stated, Metro Mattress is not responsible for the warranty coverage on this sleep set, nor do we have the authority to approve for the exchange of product Our hope is that the second inspection might show something previously overlooked that might be able to be exploited in Mr***’ behalf We certainly would prefer for Mr [redacted] to be able to exchange his mattress However, the manufacturer will not grant approval without clear proof of a defect If there are any further questions pertaining to this account, please feel free to reach me during business hours at ###-###-####.Respectfully, [redacted] ***Director of Service & ProcurementMetro Mattress
This email is in response to the complaint filed by Ms [redacted] The nature of Ms [redacted] ’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 [redacted] ’s proof of purchase Ms [redacted] was in possession of the proof of purchase for days before she accepted any goods Additionally, I have included a copy of Ms [redacted] ’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 [redacted] 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 [redacted] ’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, Ms [redacted] 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 [redacted] , her Comfort Guarantee credit for the mattress only should be $towards the reselection of another mattress only model As previously stated, Ms [redacted] 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 [redacted] 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 [redacted] 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 [redacted] .Respectfully,Mark IB [redacted] Jr.Director of Service & ProcurementMetro Mattress
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
We do apologize for the delay Being that the warranty on all products is offered by the manufacturer, Metro Mattress does not have the authority to approve or deny warranty claims There was a brief delay in getting the results reviewed by the manufacturer However, according to my records MsWhite’s mattress was exchanged on 01/07/17.Respectfully,Mark B***Metro Mattress
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowFIRST I WOULD LIKE TO SAY MY GRANDMOTHER DID NOT APOLIZE AT ALL SHE WAS PRETTY FUSTRATED AT THIS POINT BECAUSE SHE SAID IT WAS TO PRICEY AND WE HAD TO STICK WITH THIS COMPANY.THE PRICE I AM PAYING IS NOT WORTH IT AND WAS TREATED POORLY.VERY UNHAPPY!!!!! Regards, [redacted]
This letter is in response to the complaint filed by [redacted] , ID # [redacted] 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 [redacted] ’s receipt:REFUND POLICYALL SALES ARE FINAL.MERCHANDISE MAY NOT BE RETURNED FOR REFUND AT ANY TIME It is unfortunate that Ms [redacted] 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- Respectfully, Mark I***, Jr Director of Service & ProcurementMetro Mattress Corp
First, it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp All decisions concerning the warranty claim are made by the Manufacturer This includes the validity of the claim, and any replacement model offered However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer This includes all necessary paperwork, inspection, and communication with the consumer 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 [redacted] , 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 ###-###-####
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I will contact the bank and close the account Thank you for your help and direction Regards, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.My Customer ID is [redacted] :I do not agree with this decisionI was not informed of the onetime exchange of the mattressI know I should have read the contract, but who does I went to the store to explain that for the price I paid for the product the mattress was sinking inthe sales consultant explained that if the product didn’t show any significant indentation the manufacturer warranty wouldn’t replace it, however I could purchase another mattress of my liking since it was before the year was upThey lead me to believe I could to buy another mattress and pay the difference since it was before the year markSince purchasing this new bed I have had to spend more money on the bed along with doctor bills from the pain caused by the bedI’m paying for a bed I can’t sleep inI would even consider taking back the original mattress that I had purchasedI paid good money for a product and expect the company to follow through to keep all paying customers happyI am asking the company to make an exception as a paying customer Regards, [redacted]
This letter is in response to the complaint filed by Ronald ***, ID # 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 [redacted] 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 [redacted] 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 [redacted] made his original purchase If there are any further questions pertaining to this account, please feel free to reach me during business hours at [redacted] Respectfully, Mark IBell, Jr Director of Service & Procurement Metro Mattress Corp
Metro Mattress’ technician was able to fabricate a solution for Mr [redacted] , which was accepted by the customer on 02/17/ If there are any further questions pertaining to this account, I can be reached during business hours at (315) 218-Respectfully, Mark I [redacted] Director of Service & Procurement Metro Mattress
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 trying our best to help Ms [redacted] find a mattress that she is more comfortable on We have, at our expense, had the mattress inspected to verify it is indeed the model she purchased as well as confirm it to be free of defect It is completely reasonable to have a break in period in any new piece of upholstered furniture, and a mattress is no exception According to Ms***’s own account of the situation, having received the bed on 06/and stopping it’s use on 06/10, she has slept on it for only nights Throughout this process, Metro Mattress has tried to remain as attentive to Ms***’s needs as we can be within reason After having the inspection return no defect, we then explained the Comfort Guarantee to Ms*** This guarantee offers consumers the ability to exchange a mattress with a different model in the event that they choose a model that doesn’t agree with them We are happy to have such a program available for situations just like this The full policy, and fees associated with the comfort guarantee were printed on Ms***’s original proof of purchase Upon deposition of the sales associates involved in this deal, I am informed that Ms [redacted] has been in our store as recently as yesterday 06/29/to discuss the comfort exchange In an effort to best accommodate Ms***, Metro Mattress has already extended discounts on the fees associates with the program as well as discounts on reselection of products Neither of these special dispensations are extended under the regular Terms and Conditions of Purchase as furnished to Ms*** Due to the extent of attention and exceptions furnished to Ms***, Metro Mattress feels that we are doing our best to come to an amicable resolution Respectfully, Mark *** Director of Service & Procurement Metro Mattress
This letter is in response to the complaint filed by Mr [redacted] ***, ID # [redacted] The nature of this complaint pertains to a warranty approval First, it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp All decisions concerning the warranty claim are made by the Manufacturer This includes the validity of the claim, and any replacement model offered However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer This includes all necessary paperwork, inspection, and communication with the consumer Metro Mattress sent Mr [redacted] the letter notifying him of the issue with his bed frame as a gesture of good faith Had the claim been submitted to the manufacturer, Mr***’ warranty coverage would have been voided Metro Mattress does not have any control or authority over this decision According to our records, Metro Mattress did resubmit the claim on Mr***’ behalf once it was confirmed that a proper bed frame was in place We show an approval for the exchange was issue to the location in which the original purchase was made on April 19, and the actual exchange took place on April 22nd As far as we can tell, this issue has been rectified If there are any further questions pertaining to this account, please feel free to reach me during business hours at (315) 218- Respectfully, Mark I [redacted] Jr Director of Service & Procurement Metro Mattress Corp
I have reviewed the response made by the business in reference to complaint ID [redacted] , 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 [redacted]
Metro Mattress would like to again apologize to Ms [redacted] concerning the damage her home sustained during the delivery of her bedding However, it would appear that Ms [redacted] ’ 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 [redacted] ’ 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 [redacted] ’ 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 [redacted] 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 [redacted] 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 [redacted] would like to arrange for this course of action to ensue, she should contact John B [redacted] Metro Mattress’ Director of Operations at her earliest convenience MrBrown can be reached at (315) 218- Respectfully, Mark IB***, Jr Director of Service & Procurement Metro Mattress Corp
First, it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp All decisions concerning the warranty claim are made by the Manufacturer This includes the validity of the claim, and any replacement model offered However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer This includes all necessary paperwork, inspection, and communication with the consumer Mattress manufacturer’s do not keep models in production in perpetuity, and normally will change all of their model lines about once per year In the event that the manufacturer approves the replacement of a model due to defect, but that model is no longer in production, they will authorize the exchange with a model in their current line that matches the same level of quality and support as the model being replaced The approved model is shown to the customer in advance of delivery Concerning Mr [redacted] ’s statement about having been sold a product “not suited for his condition” Metro Mattress does our best to help consumers choose a sleep system that works best for them However, comfort is subjective and the consumer must ultimately decide that matter Additionally, if Mr [redacted] had a specific need or type of mattress, that would need to have been discussed in the selection process and not year after it was delivered Metro Mattress does not claim to offer medical advice to consumers Mr [redacted] ’s specific needs due to a personal affliction are now being discussed in hindsight, as they were seemingly not requested by Mr [redacted] at the time of selection As previously stated, Mr [redacted] does have a valid manufacturer’s limited warranty covering this mattress In the event that there is a defect, Metro Mattress (as we have done before) will make sure the manufacturer holds up their obligation as set forth in that warranty Unfortunately, the warranty does not cover issues due to preference Without proof of a defect in Mr [redacted] ’s merchandise, Metro Mattress is not authorized to replace the mattress in question.Respectfully,Mark B***Director of Service & ProcurementMetro Mattress
Albeit very rare to have a repeat issue such as Mr [redacted] 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 [redacted] is requesting is significantly more expensive than the quality level he purchased Metro Mattress will, as always, do our best to help Mr [redacted] 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-
To Whom It May Concern:Upon receiving the Revdex.com complaint Metro Mattress contacted Mr [redacted] and discussed his concerns Despite being over the day comfort exchange period Metro Mattress agreed to allow Mr [redacted] the opportunity to take advantage of our comfort exchange policy On March 13, Mr and Mrs [redacted] selected a new mattress set that is currently scheduled for delivery on March 17, This was agreed upon in full satisfaction of their complaint filed with the Revdex.com
This email is in response to the complaint filed by Mr [redacted] (ID # [redacted] ) First it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp All decisions concerning the warranty claim are made by the Manufacturer This includes the validity of the claim, and any replacement model offered However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer This includes all necessary paperwork, inspection, and communication with the consumer Upon Mr***’ filing of the complaint, Metro Mattress did order the inspection of the mattress in question Upon receipt of the in-home assessment results, Mr***’ mattress did not meet the manufacturer’s minimum requirements to qualify for replacement of the mattress in question Metro Mattress has notified Mr [redacted] that solely in an effort to try and capture enough data to get the manufacturer’s approval for exchange, we are going to have a second assessment performed Metro Mattress is attempting everything in our power to give Mr [redacted] the benefit of the doubt Metro Mattress does not see grounds to grant Mr [redacted] proposed resolution As previously stated, Metro Mattress is not responsible for the warranty coverage on this sleep set, nor do we have the authority to approve for the exchange of product Our hope is that the second inspection might show something previously overlooked that might be able to be exploited in Mr***’ behalf We certainly would prefer for Mr [redacted] to be able to exchange his mattress However, the manufacturer will not grant approval without clear proof of a defect If there are any further questions pertaining to this account, please feel free to reach me during business hours at ###-###-####.Respectfully, [redacted] ***Director of Service & ProcurementMetro Mattress
This email is in response to the complaint filed by Ms [redacted] The nature of Ms [redacted] ’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 [redacted] ’s proof of purchase Ms [redacted] was in possession of the proof of purchase for days before she accepted any goods Additionally, I have included a copy of Ms [redacted] ’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 [redacted] 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 [redacted] ’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, Ms [redacted] 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 [redacted] , her Comfort Guarantee credit for the mattress only should be $towards the reselection of another mattress only model As previously stated, Ms [redacted] 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 [redacted] 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 [redacted] 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 [redacted] .Respectfully,Mark IB [redacted] Jr.Director of Service & ProcurementMetro Mattress
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
We do apologize for the delay Being that the warranty on all products is offered by the manufacturer, Metro Mattress does not have the authority to approve or deny warranty claims There was a brief delay in getting the results reviewed by the manufacturer However, according to my records MsWhite’s mattress was exchanged on 01/07/17.Respectfully,Mark B***Metro Mattress