The nature of Mr [redacted] ’s complaint pertains to his request to return an adjustable foundation that he purchased as part of his bedding set The 1-Year SLEEP ON IT Guarantee program exists for customers that for whatever reason, find that they are not satisfied with the comfort of their mattress Although very few customers actually need to use the program, we are happy to offer it for the small few that feel they may have picked the wrong mattress.The terms and conditions of this program are given to every customer so that they are able to completely familiarize themselves with the rules and restrictions involved One such guideline states the following in the very first sentence of the policy: If you find that within ONE YEAR after the receipt of your bedding, you are not satisfied with your purchase, Metro Mattress will allow you a one-time exchange of your complete sleep set (mattress and foundations - excluding adjustable bed bases), for another sleep set of equal or lesser value Moreover, also on Mr [redacted] ’s receipt is the following statement: REFUND POLICY ALL SALES ARE FINAL MERCHANDISE MAY NOT BE RETURNED FOR REFUND AT ANY TIME Attached to this response is a copy of the invoice that Mr [redacted] acknowledged with his signature Mr [redacted] was in position of these terms & conditions of purchase for a full day before taking receipt of any goods This is a more than reasonable amount of time to review these terms Even though it is against our policy, Metro Mattress wants to try our best to come to a resolution with Mr [redacted] Metro Mattress will allow Mr [redacted] to exercise a comfort exchange, including the adjustable foundation However, as it is stated in the policy, no refunds will be considered Mr [redacted] will be able to use the full purchase price towards the reselection of another model as is outlined in the policy attached If Mr [redacted] would like to have this exchange performed, he should be instructed to bring a copy of this response to the store in which he purchased to make his re-selection
To Whom It May Concern: I discussed the issue with Ms [redacted] upon receiving this complaint to gain more details She indicated that the law label was supposed to be attached to her mattress was in fact there but it was blank As a result she was unable to register her mattress on the manufacturer's website since she didn't have the serial number that is printed on the law label Metro Mattress has agreed to exchange her mattress for another mattress at no cost to Ms [redacted] The exchange is currently scheduled to take place on March 17th and was accepted in full satisfaction of the outlined issue Thank you
Metro Mattress has made an offer allowing Mr [redacted] to exercise an exchange of the base as outlined in our previous responses This authorization is a special exception to our policy being made solely based on the fact that Mr [redacted] feels he was misled We are trying to meet somewhere in the middle as we do not feel that Mr [redacted] ’s request for a full refund is reasonable based on the facts laid out in previous responses
This email is in response to the complaint filed by Ms [redacted] (ID # [redacted] ) The nature of Ms [redacted] ’s complaint pertains to a perceived mis-delivery According to our records, Ms [redacted] purchased a set of bedding which was delivered on 09/ After sleeping on the bed for a few weeks, Ms [redacted] 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 [redacted] executed a comfort exchange as per the terms of the program printed on Ms [redacted] ’s original proof of purchase The replacement bed was delivered, and once again Ms [redacted] 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 [redacted] ’s third bed, she noted that the name tag affixed to the bed listed “ [redacted] ” instead of “ [redacted] ” The manufacturer of the [redacted] collection has verified that the [redacted] is the national name for the model that Ms [redacted] selected [redacted] is a name given to Metro Mattress, as is custo [redacted] in the bedding industry We have verified with Pennsylvania bedding (the manufacturing licensee of [redacted] Mattress) that Ms [redacted] ’s bed is exactly what she selected in our store While we can appreciate Ms [redacted] ’s frustration with the exchanges on her account, all exchanges were made due to the comfort preference of Ms [redacted] Metro Mattress has executed each exchange accordingly, and even made special exception for Ms [redacted] in offering the second comfort exchange.Metro Mattress does not find grounds for the refund of Ms [redacted] ’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
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 letter is in response to the complaint filed by Mr [redacted] , file # [redacted] The nature of this complaint pertains to a financing credit line applied for by Mr [redacted] Upon agreeing to the purchase on 11/12/16, Mr [redacted] elected to use an interest free financing program as form of payment for the sale The financing is offered by a 3rd party bank, and is approved based upon an application being executed by the consumer Mr [redacted] filled out an application titled “APPLICATION AND CREDIT CARD ACCOUNT AGREEMENT” As Mr [redacted] stated in his complaint, Metro Mattress told him that he could cancel the order, which he ultimately elected to do Mr [redacted] was not charged anything by Metro Mattress However, it is not possible to “un-apply” for the account For the security of the population in general, no retailer has access to change or void items on a consumer’s credit report Therefore, the removal of the application is something that Metro Mattress could not possibly grant Mr [redacted] should be instructed to contact the lender and close the account as he is the only party that may do so If there are any further questions pertaining to this account, please feel free to reach me during business hours at (315) 218-
To Whom It May Concern: Ms [redacted] 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, [redacted] to open an account and let her use it Ms [redacted] was approved and used the credit she was granted to make the purchase for Ms [redacted] The merchandise was delivered the next day 3/13/ Ms [redacted] 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 [redacted] 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 [redacted] was unable to get approved for the increase of $2,that Ms [redacted] needed to switch to Tempurpedic Ms [redacted] 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 [redacted] 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 [redacted] 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, As you can see Metro Mattress has been more that accommodating to Ms [redacted] Regards, Jason [redacted] Chief Financial Officer
Unfortunately, we are unable to locate the specific account information for Ms [redacted] ’s account as no invoice or customer ID numbers were referenced It appears that Ms [redacted] ’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 [redacted] ’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 [redacted] ’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 [redacted] has already received a comfort exchange, then Metro Mattress has fulfilled our obligations as stated in the policy It’s regretful that Ms [redacted] 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
According to our records, and approval for the exchange of Ms [redacted] 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me We are currently awaiting notification of delivery schedule 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 b**ow Regards, [redacted] I received from metro mattressEverything I read has already been told to me, and Mark B [redacted] stands by his decision to not offer me a refund of my moneyAs I stated previously, my wife is a veteran with a service related back disability and her sleeping on a quality mattress is my number one priorityI was simply requesting a refund so that we could invest in a local mattress from a Company in Hawaii to make things easier if we had further issuesI'm sure her having back problems is not a concern of Metro Mattress as they want to stick me with the same mattress that inflames her back pain now I will ensure fellow FT Drum Soldiers know what kind of Company this is and highly recommend them to stay clear of Metro MattressHow is it you have personnel that can deliver mattresses to the installation but no one has access to come take photos? That seems very odd to me that you state it could take months for someone to gain access to ftdrumI am very disappointed I spent my hard earned money on this mattress and that I gave it to a Company like thisI will contact FTDrum legal office to see if there are any further steps I can take or try and recommend this Company to the off limit establishments for Soldiers
Metro Mattress has received Mr [redacted] 's complaint and will respond accordingly Mr [redacted] received delivery of his mattress set in February He completed a warranty claim form that was submitted to the Metro Mattress customer service department We sent out a third party inspection company to report on the mattress in order to determine whether a defect exists The in-home inspection reported a 1" body impression Body impressions, which are not a defect, are to be expected in all types of mattresses An impression of up to ½” is within industry standards and not considered to be defective The impression is a result of the comfort materials simply conforming to the customer's body Therefore, the bed set was deemed to be wearing as it should and performing within manufacturing standards The Manufacturer’s Limited Warranty on any sleep set covers Manufacturing Defect in the construction of the bed but in this case there isn't any defect identified Upon inspection it has been deemed that the model in Mr [redacted] 's home meets all manufacturer specifications, and is not defective in any way However, Metro Mattress did extend a significant discount to Mr [redacted] in the event that he was interested in purchasing another sleep set
Ms [redacted] 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 [redacted] ’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 [redacted] made her purchase to reflect a credit of $for the mattress only
Please accept this as a formal response to Mr ***'s complaint filed with your officeMr [redacted] purchased a mattress set that was delivered on May 21, Mr [redacted] filed a warranty claim with Metro Mattress, indicating that his mattress was experiencing sagging The inspection was performed and the results of the inspection showed that there was a defect and an approval to exchange the mattress was issued When our drive team attempted to perform the exchange there was a stain identified on the mattress and prevented the exchange from occurring First, it should be made clear that the warranty on all bedding set purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp All decisions concerning the warranty claim are made by the Manufacturer This includes the validity of the claim, and any replacement model offered However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer This includes all necessary paperwork, inspection and communication with the consumer The guidelines outlined in every manufacturer's warranty states that all coverage is voided in the event of any stain, soiling or noticeable damage to the product (attached is a copy of the warranty) As a service to our consumers that have noticeable staining we allow them the opportunity to remove the stains before submitting a claim to the manufacturer as a way to preserve their warranty coverage Mr [redacted] has since indicated that he was able to remove the stain As a result Metro Mattress has agreed to attempt to exchange the merchandise again The exchange is scheduled for March 27, If there are any further questions you may feel free to contact our Customer Service Department at [redacted]
This letter is in response to the complaint filed by Ms. [redacted] . The nature of this complaint pertains to perceived warranty issue. First, it should be made clear that the warranty on all bedding sets purchased through Metro [redacted] is furnished by the Manufacturer and not Metro... [redacted] 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 [redacted] does offer to handle the paperwork filing of warranty claims through the manufacturer. This includes all necessary paperwork, inspection, and communication with the consumer. Ms. [redacted] purchased a Full-size TH Palermo [redacted] that was delivered to her on September 12, 2017. In December Ms. [redacted] indicated that her [redacted] had an impression so Metro [redacted] scheduled and paid for a third-party company, [redacted] , to inspect her mattress. An inspection of Ms. [redacted] ’s [redacted] was performed on December 2, 2017. The results of the inspection indicated that there was a ½” impression in the [redacted] which is considered well within the guidelines of the manufacturer’s warranty but nothing that qualifies as a manufactural defect under the terms of the manufacturer’s limited warranty. Should Ms. [redacted] feel that the impression exceeds the 1 ¾” necessary to be considered a defect, Metro [redacted] will gladly have his [redacted] inspected and the results submitted to the manufacturer again.It should be noted that although this [redacted] may be utilized without a foundation as indicated on the law label (ie. used with a platform bed or placed on the floor) using a foundation that is not purchased in conjunction with the [redacted] voids the warranty offered by the manufacturer. Metro [redacted] was attempting to prevent Ms. [redacted] 's warranty from being voided by offering her a foundation that would support the [redacted] accordingly. The foundation she is currently using is old and does not provide adequate support for the weight of the mattress. Nevertheless, at this time the body impressions the [redacted] is currently displaying are a result of normal wear and do not qualify as a manufacturing defect. If there are any further questions or concerns pertaining to this account, I can be reach during normal business hours at ###-###-####. Respectfully, Jason R. M***, CPA Chief Financial Officer
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 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, [redacted] ***
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
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 I had no choice but to accept a replacement for me broken platformI had no bed to sleep on, suffering from sleep apnea and sciaticaI stopped hearing from Metro Mattress completely and made several calls to try and get a resolutionWhen I went into the store - I went there to get my money backI was met by a woman named Mandy who was nothing but rude and condescending to meI had my father with me to give me a little bit of supportHe was basically told to "SHUT UP" and he was not going to be spoken toI spent two nights sleeping on a small sized couch - further aggravating my sciaticaNo one seemed concerned that I had no bedAs long as they all slept in their beds that night, I guess that is okaywhen the two delivery guys showed up the next day, they removed my mattress and both looked at each other and said "This was put together wrong, we can fix this." I advised them that there was to be no fixing of anythingWhy was it put together incorrectly in the first place? No one at Metro Mattress wants to answer that questionWhen the platform fell apart, it ripped the fabric surrounding itThe two men ten proceeded to make comments about the gentleman that had originally built it, all while I was standing right thereThe level of professionalism during this whole event was extremely poorI am still seeking some form of financial compensation for the two nights I was without a bed, the way both my father and I were treated and the general poor customer service show by Metro MattressIt's funny that as I talk to friends of mine, seems a lot of them have had issues with Metro MatressHow the Revdex.com can support a business like this is unbelievable Regards, [redacted]
To Whom It May Concern: Our company policy is to keep limited cash on site to ensure the safety of our employees Ms [redacted] '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 [redacted] '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 [redacted] 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
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 Regards, [redacted]
The nature of Mr [redacted] ’s complaint pertains to his request to return an adjustable foundation that he purchased as part of his bedding set The 1-Year SLEEP ON IT Guarantee program exists for customers that for whatever reason, find that they are not satisfied with the comfort of their mattress Although very few customers actually need to use the program, we are happy to offer it for the small few that feel they may have picked the wrong mattress.The terms and conditions of this program are given to every customer so that they are able to completely familiarize themselves with the rules and restrictions involved One such guideline states the following in the very first sentence of the policy: If you find that within ONE YEAR after the receipt of your bedding, you are not satisfied with your purchase, Metro Mattress will allow you a one-time exchange of your complete sleep set (mattress and foundations - excluding adjustable bed bases), for another sleep set of equal or lesser value Moreover, also on Mr [redacted] ’s receipt is the following statement: REFUND POLICY ALL SALES ARE FINAL MERCHANDISE MAY NOT BE RETURNED FOR REFUND AT ANY TIME Attached to this response is a copy of the invoice that Mr [redacted] acknowledged with his signature Mr [redacted] was in position of these terms & conditions of purchase for a full day before taking receipt of any goods This is a more than reasonable amount of time to review these terms Even though it is against our policy, Metro Mattress wants to try our best to come to a resolution with Mr [redacted] Metro Mattress will allow Mr [redacted] to exercise a comfort exchange, including the adjustable foundation However, as it is stated in the policy, no refunds will be considered Mr [redacted] will be able to use the full purchase price towards the reselection of another model as is outlined in the policy attached If Mr [redacted] would like to have this exchange performed, he should be instructed to bring a copy of this response to the store in which he purchased to make his re-selection
To Whom It May Concern: I discussed the issue with Ms [redacted] upon receiving this complaint to gain more details She indicated that the law label was supposed to be attached to her mattress was in fact there but it was blank As a result she was unable to register her mattress on the manufacturer's website since she didn't have the serial number that is printed on the law label Metro Mattress has agreed to exchange her mattress for another mattress at no cost to Ms [redacted] The exchange is currently scheduled to take place on March 17th and was accepted in full satisfaction of the outlined issue Thank you
Metro Mattress has made an offer allowing Mr [redacted] to exercise an exchange of the base as outlined in our previous responses This authorization is a special exception to our policy being made solely based on the fact that Mr [redacted] feels he was misled We are trying to meet somewhere in the middle as we do not feel that Mr [redacted] ’s request for a full refund is reasonable based on the facts laid out in previous responses
This email is in response to the complaint filed by Ms [redacted] (ID # [redacted] ) The nature of Ms [redacted] ’s complaint pertains to a perceived mis-delivery According to our records, Ms [redacted] purchased a set of bedding which was delivered on 09/ After sleeping on the bed for a few weeks, Ms [redacted] 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 [redacted] executed a comfort exchange as per the terms of the program printed on Ms [redacted] ’s original proof of purchase The replacement bed was delivered, and once again Ms [redacted] 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 [redacted] ’s third bed, she noted that the name tag affixed to the bed listed “ [redacted] ” instead of “ [redacted] ” The manufacturer of the [redacted] collection has verified that the [redacted] is the national name for the model that Ms [redacted] selected [redacted] is a name given to Metro Mattress, as is custo [redacted] in the bedding industry We have verified with Pennsylvania bedding (the manufacturing licensee of [redacted] Mattress) that Ms [redacted] ’s bed is exactly what she selected in our store While we can appreciate Ms [redacted] ’s frustration with the exchanges on her account, all exchanges were made due to the comfort preference of Ms [redacted] Metro Mattress has executed each exchange accordingly, and even made special exception for Ms [redacted] in offering the second comfort exchange.Metro Mattress does not find grounds for the refund of Ms [redacted] ’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
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 letter is in response to the complaint filed by Mr [redacted] , file # [redacted] The nature of this complaint pertains to a financing credit line applied for by Mr [redacted] Upon agreeing to the purchase on 11/12/16, Mr [redacted] elected to use an interest free financing program as form of payment for the sale The financing is offered by a 3rd party bank, and is approved based upon an application being executed by the consumer Mr [redacted] filled out an application titled “APPLICATION AND CREDIT CARD ACCOUNT AGREEMENT” As Mr [redacted] stated in his complaint, Metro Mattress told him that he could cancel the order, which he ultimately elected to do Mr [redacted] was not charged anything by Metro Mattress However, it is not possible to “un-apply” for the account For the security of the population in general, no retailer has access to change or void items on a consumer’s credit report Therefore, the removal of the application is something that Metro Mattress could not possibly grant Mr [redacted] should be instructed to contact the lender and close the account as he is the only party that may do so If there are any further questions pertaining to this account, please feel free to reach me during business hours at (315) 218-
To Whom It May Concern: Ms [redacted] 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, [redacted] to open an account and let her use it Ms [redacted] was approved and used the credit she was granted to make the purchase for Ms [redacted] The merchandise was delivered the next day 3/13/ Ms [redacted] 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 [redacted] 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 [redacted] was unable to get approved for the increase of $2,that Ms [redacted] needed to switch to Tempurpedic Ms [redacted] 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 [redacted] 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 [redacted] 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, As you can see Metro Mattress has been more that accommodating to Ms [redacted] Regards, Jason [redacted] Chief Financial Officer
Unfortunately, we are unable to locate the specific account information for Ms [redacted] ’s account as no invoice or customer ID numbers were referenced It appears that Ms [redacted] ’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 [redacted] ’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 [redacted] ’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 [redacted] has already received a comfort exchange, then Metro Mattress has fulfilled our obligations as stated in the policy It’s regretful that Ms [redacted] 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
According to our records, and approval for the exchange of Ms [redacted] 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me We are currently awaiting notification of delivery schedule 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 b**ow Regards, [redacted] I received from metro mattressEverything I read has already been told to me, and Mark B [redacted] stands by his decision to not offer me a refund of my moneyAs I stated previously, my wife is a veteran with a service related back disability and her sleeping on a quality mattress is my number one priorityI was simply requesting a refund so that we could invest in a local mattress from a Company in Hawaii to make things easier if we had further issuesI'm sure her having back problems is not a concern of Metro Mattress as they want to stick me with the same mattress that inflames her back pain now I will ensure fellow FT Drum Soldiers know what kind of Company this is and highly recommend them to stay clear of Metro MattressHow is it you have personnel that can deliver mattresses to the installation but no one has access to come take photos? That seems very odd to me that you state it could take months for someone to gain access to ftdrumI am very disappointed I spent my hard earned money on this mattress and that I gave it to a Company like thisI will contact FTDrum legal office to see if there are any further steps I can take or try and recommend this Company to the off limit establishments for Soldiers
Metro Mattress has received Mr [redacted] 's complaint and will respond accordingly Mr [redacted] received delivery of his mattress set in February He completed a warranty claim form that was submitted to the Metro Mattress customer service department We sent out a third party inspection company to report on the mattress in order to determine whether a defect exists The in-home inspection reported a 1" body impression Body impressions, which are not a defect, are to be expected in all types of mattresses An impression of up to ½” is within industry standards and not considered to be defective The impression is a result of the comfort materials simply conforming to the customer's body Therefore, the bed set was deemed to be wearing as it should and performing within manufacturing standards The Manufacturer’s Limited Warranty on any sleep set covers Manufacturing Defect in the construction of the bed but in this case there isn't any defect identified Upon inspection it has been deemed that the model in Mr [redacted] 's home meets all manufacturer specifications, and is not defective in any way However, Metro Mattress did extend a significant discount to Mr [redacted] in the event that he was interested in purchasing another sleep set
Ms [redacted] 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 [redacted] ’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 [redacted] made her purchase to reflect a credit of $for the mattress only
Please accept this as a formal response to Mr ***'s complaint filed with your officeMr [redacted] purchased a mattress set that was delivered on May 21, Mr [redacted] filed a warranty claim with Metro Mattress, indicating that his mattress was experiencing sagging The inspection was performed and the results of the inspection showed that there was a defect and an approval to exchange the mattress was issued When our drive team attempted to perform the exchange there was a stain identified on the mattress and prevented the exchange from occurring First, it should be made clear that the warranty on all bedding set purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp All decisions concerning the warranty claim are made by the Manufacturer This includes the validity of the claim, and any replacement model offered However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer This includes all necessary paperwork, inspection and communication with the consumer The guidelines outlined in every manufacturer's warranty states that all coverage is voided in the event of any stain, soiling or noticeable damage to the product (attached is a copy of the warranty) As a service to our consumers that have noticeable staining we allow them the opportunity to remove the stains before submitting a claim to the manufacturer as a way to preserve their warranty coverage Mr [redacted] has since indicated that he was able to remove the stain As a result Metro Mattress has agreed to attempt to exchange the merchandise again The exchange is scheduled for March 27, If there are any further questions you may feel free to contact our Customer Service Department at [redacted]
This letter is in response to the complaint filed by Ms. [redacted] . The nature of this complaint pertains to perceived warranty issue. First, it should be made clear that the warranty on all bedding sets purchased through Metro [redacted] is furnished by the Manufacturer and not Metro... [redacted] 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 [redacted] does offer to handle the paperwork filing of warranty claims through the manufacturer. This includes all necessary paperwork, inspection, and communication with the consumer. Ms. [redacted] purchased a Full-size TH Palermo [redacted] that was delivered to her on September 12, 2017. In December Ms. [redacted] indicated that her [redacted] had an impression so Metro [redacted] scheduled and paid for a third-party company, [redacted] , to inspect her mattress. An inspection of Ms. [redacted] ’s [redacted] was performed on December 2, 2017. The results of the inspection indicated that there was a ½” impression in the [redacted] which is considered well within the guidelines of the manufacturer’s warranty but nothing that qualifies as a manufactural defect under the terms of the manufacturer’s limited warranty. Should Ms. [redacted] feel that the impression exceeds the 1 ¾” necessary to be considered a defect, Metro [redacted] will gladly have his [redacted] inspected and the results submitted to the manufacturer again.It should be noted that although this [redacted] may be utilized without a foundation as indicated on the law label (ie. used with a platform bed or placed on the floor) using a foundation that is not purchased in conjunction with the [redacted] voids the warranty offered by the manufacturer. Metro [redacted] was attempting to prevent Ms. [redacted] 's warranty from being voided by offering her a foundation that would support the [redacted] accordingly. The foundation she is currently using is old and does not provide adequate support for the weight of the mattress. Nevertheless, at this time the body impressions the [redacted] is currently displaying are a result of normal wear and do not qualify as a manufacturing defect. If there are any further questions or concerns pertaining to this account, I can be reach during normal business hours at ###-###-####. Respectfully, Jason R. M***, CPA Chief Financial Officer
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 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, [redacted] ***
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
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 I had no choice but to accept a replacement for me broken platformI had no bed to sleep on, suffering from sleep apnea and sciaticaI stopped hearing from Metro Mattress completely and made several calls to try and get a resolutionWhen I went into the store - I went there to get my money backI was met by a woman named Mandy who was nothing but rude and condescending to meI had my father with me to give me a little bit of supportHe was basically told to "SHUT UP" and he was not going to be spoken toI spent two nights sleeping on a small sized couch - further aggravating my sciaticaNo one seemed concerned that I had no bedAs long as they all slept in their beds that night, I guess that is okaywhen the two delivery guys showed up the next day, they removed my mattress and both looked at each other and said "This was put together wrong, we can fix this." I advised them that there was to be no fixing of anythingWhy was it put together incorrectly in the first place? No one at Metro Mattress wants to answer that questionWhen the platform fell apart, it ripped the fabric surrounding itThe two men ten proceeded to make comments about the gentleman that had originally built it, all while I was standing right thereThe level of professionalism during this whole event was extremely poorI am still seeking some form of financial compensation for the two nights I was without a bed, the way both my father and I were treated and the general poor customer service show by Metro MattressIt's funny that as I talk to friends of mine, seems a lot of them have had issues with Metro MatressHow the Revdex.com can support a business like this is unbelievable Regards, [redacted]
To Whom It May Concern: Our company policy is to keep limited cash on site to ensure the safety of our employees Ms [redacted] '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 [redacted] '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 [redacted] 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
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 Regards, [redacted]