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 The company is saying that we can return the bed but still pay the difference of $due to the bed we want being more than we paidThe bed we want is the elite cloud which full price is less than the bed we actually boughtSo if we are to pay that money, we would have in actuality paid the full price of the bed causing the warranty from the first bed to not be done and us just saying forget the first warranty and the 50% off from the beginningWe are looking for an even exchange from the higher model to the lower model mattress and to not have to pay more than the $exchange fee due to us attempting to exchange in the first month from the beginningA contact with the attorney general will also be made in reference to this complaint filed if my request is unmetThe company appears to be playing games due to wanting the full amount for a bed that was offered at half offThe associate did not clearly explain the exchange processHow could you expect your customers to sleep on the floor to fix a bed in the first placeThat's absurdYou wouldn't see the ceo sleeping on the floor for weeks to get his bed fixed after paying for a warranty Thank you, Regards, [redacted] ***
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 Regards, [redacted] I do not agree with the business response regarding the mattress as the business knows after months of going back and forth with them on this that there were circumstances involved in why I did not report the dirt marks on the bottom of the mattress for months mainly it went unnoticed due to the fact that I did not personally inspect the mattress at time of delivery I had a representative do it for me as I was not living in the home at the time and it was November of last yearthat I noticed it when I moved the bed from one room to anotherAnd I do now and then stand by my word that those dirt marks were not caused by me and I believe they were either caused during delivery or in the ware house from which they cameHowever I am tired of all this back and forth for so long so I willaccept their response under protest
It would appear that Mr [redacted] misunderstood our response We are happy to allow him the same discount on the reselection However, in accordance with the Comfort Exchange policy guidelines, if he were to reselect something less expensive, there will be no refunds There is also a Comfort Exchange fee involved as well Again, we must be clear in pointing out that Metro Mattress had and has no obligation to offer this discount to Mr*** It would seem that Mr [redacted] is blurring the lines between the repair offered by the manufacturer, and the discount offered by Metro Mattress The repair of his original bed is a warranty guideline set forth by the manufacturer, NOT Metro Mattress This purchase has nothing to do with the warranty claim originally filed Mr [redacted] would need to discuss that displeasure with the manufacturer Metro Mattress understood Mr [redacted] unhappiness with the manufacturer’s proposed warranty repair and made the offer of a discount accordingly We can assure Mr [redacted] that Metro Mattress is not “playing games”, and frankly have made more exceptions to his account that we are normally willing to make Especially considering that he is now going to execute a Comfort Exchange on a mattress that Metro Mattress will have to salvage at pennies on the dollar to recycle This second pricing accommodation furthers Metro Mattresses loss on Mr [redacted] account Mr [redacted] was in possession of the full terms concerning the comfort exchange program for more than weeks before accepting delivery of any goods from Metro MattressIf there are any further questions pertaining to this account, I can be reached during business hours at (315) 218- Respectfully, Mark I***, Jr Director of Service & Procurement Metro Mattress
Mr [redacted] has a mattress that carries a replacement warranty through the manufacturer There is no portion of his warranty, or the terms and conditions of purchase that obligate Metro Mattress or the manufacturer to refund a two-year-old purchase due to a defect The manufacturer, having verified the defect has an obligation to replace that product, which has been offered to Mr [redacted] Being that the mattress has a defect is likely the cause of discomfort for Mr [redacted] ’s wife Mr [redacted] ’s portrayal of Metro Mattress taking advantage of he and his wife is unreasonable We are happy to coordinate the exchange of the mattress as approved by the manufacturer ( [redacted] Mattress Co.) However, we see no grounds to honor Mr [redacted] ’s request for a refund If there are any further questions pertaining to this account, I can be reached during business hours at (315) 218-1235.Respectfully, Mark IB***, Jr Director of Service & Procurement Metro Mattress
This letter is in response to the complaint filed by [redacted] , ID # [redacted] The nature of this complaint pertains to a warranty approval Upon Mr [redacted] ’s initial warranty claim filing, Metro Mattress requested photos in an effort to speed up the process The security guid**ines for the military base in which Mr [redacted] resides required approval for an inspector to enter the base That process could take more than a month The request for photos is a protocol in the claim process and is not deemed to be unreasonable Next, it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp All decisions concerning the warranty claim are made by the Manufacturer This includes the validity of the claim, and any replacement mod [redacted] offered However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer This includes all necessary paperwork, inspection, and communication with the consumer The warranty coverage offered by the manufacturer does not extend the ability for the consumer to upgrade or change mod**s It is a simple replacement warranty Metro Mattress does allow consumers to use the actual dollars they spent as a credit in the event that they want to switch to a different model This ability to change is offered as a gesture of good faith to our customers Mr [redacted] decided that he wanted to use his credit to look at something else, but did not want to spend any more money Mr [redacted] contacted my office to voice his displeasure on the matter being that the dollar credit did not afford him the same quality as he currently had I agreed with him that the quality was lower and urged him to take the even exchange as offered by the manufacturer to ensure he received the exact quality that was originally purchased I also explained that a refund is also not an option under the terms of the warranty Metro Mattress has been as attentive as we can in aiding Mr [redacted] with the claims he has filed on the mattress and the mattress protector The replacement mod [redacted] will be free of defect and provide a much more comfortable night’s sleep Also, as I explained to Mr [redacted] on the telephone, being that the mattress is manufactured by [redacted] Mattress Co., he will still have full warranty coverage in Hawaii as [redacted] is a national company Mr [redacted] ’s insinuation that Metro Mattress is or has taken advantage of anyone, military or otherwise is unreasonable and without merit We are trying our best to instruct Mr [redacted] in his decision so that he does not lose out in quality in any way If there are any further questions pertaining to this account, please feel free to reach me during business hours at (315) 218- Respectfully, Mark IB***, JrDirector of Service & Procurement Metro Mattress Corp
Consumer filed new complaint: Billing or Collection Issues I had purchased a Mattress set for + tax =$1,the mattress was sinking in after months useThe store gave me a credit on the mattress only of 1,and held back 10% for the foundation I thought the foundation was okay but it wasn'tI picked out a new set from a different manufacturer Beauty Rest the cost of this set was $1,+tax = $1,The salesmen would not give me a new receipt showing the new price he said he could not put it in the system because it would show has a sale and he did not take any money in I asked him to hand write the total on my receipt that had all $o.oo for the set he said it was not necessaryWhen the new set was delivered to me the drivers said my foundation on the return set was broke and that needs to be returned alsoWe called the store and told them about the foundation and that I needed to be credited for the complete setThey said they would have to talk to someone that they could not make that call this took place on March 11, I have not heard from them at all I tried to call them on March 25, and no one answered the store phone (they have Caller ID)Since I returned a complete mattress set that I paid $1,including the tax and the new set was $1,the tax is $= $1,the difference between the exchange is $I feel the store should or the Corporate Office should call the credit card Company Synchrony Financial Bank and give me a credit of $Metro Mattress suggested I finance it through this bankI have a year warranty for damage goods until April 28, [redacted] Billing AdjustmentI would like the Metro Mattress Corporate Office or the store manager to call Synchrony Financial Bank at 1-866-396-ask for the complaint department and give me a credit of $that is the difference between the price of the old set to my new setThank You
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 The company is saying that we can return the bed but still pay the difference of $due to the bed we want being more than we paidThe bed we want is the elite cloud which full price is less than the bed we actually boughtSo if we are to pay that money, we would have in actuality paid the full price of the bed causing the warranty from the first bed to not be done and us just saying forget the first warranty and the 50% off from the beginningWe are looking for an even exchange from the higher model to the lower model mattress and to not have to pay more than the $exchange fee due to us attempting to exchange in the first month from the beginningA contact with the attorney general will also be made in reference to this complaint filed if my request is unmetThe company appears to be playing games due to wanting the full amount for a bed that was offered at half offThe associate did not clearly explain the exchange processHow could you expect your customers to sleep on the floor to fix a bed in the first placeThat's absurdYou wouldn't see the ceo sleeping on the floor for weeks to get his bed fixed after paying for a warranty Thank you, Regards, [redacted] ***
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 Regards, [redacted] I do not agree with the business response regarding the mattress as the business knows after months of going back and forth with them on this that there were circumstances involved in why I did not report the dirt marks on the bottom of the mattress for months mainly it went unnoticed due to the fact that I did not personally inspect the mattress at time of delivery I had a representative do it for me as I was not living in the home at the time and it was November of last yearthat I noticed it when I moved the bed from one room to anotherAnd I do now and then stand by my word that those dirt marks were not caused by me and I believe they were either caused during delivery or in the ware house from which they cameHowever I am tired of all this back and forth for so long so I willaccept their response under protest
It would appear that Mr [redacted] misunderstood our response We are happy to allow him the same discount on the reselection However, in accordance with the Comfort Exchange policy guidelines, if he were to reselect something less expensive, there will be no refunds There is also a Comfort Exchange fee involved as well Again, we must be clear in pointing out that Metro Mattress had and has no obligation to offer this discount to Mr*** It would seem that Mr [redacted] is blurring the lines between the repair offered by the manufacturer, and the discount offered by Metro Mattress The repair of his original bed is a warranty guideline set forth by the manufacturer, NOT Metro Mattress This purchase has nothing to do with the warranty claim originally filed Mr [redacted] would need to discuss that displeasure with the manufacturer Metro Mattress understood Mr [redacted] unhappiness with the manufacturer’s proposed warranty repair and made the offer of a discount accordingly We can assure Mr [redacted] that Metro Mattress is not “playing games”, and frankly have made more exceptions to his account that we are normally willing to make Especially considering that he is now going to execute a Comfort Exchange on a mattress that Metro Mattress will have to salvage at pennies on the dollar to recycle This second pricing accommodation furthers Metro Mattresses loss on Mr [redacted] account Mr [redacted] was in possession of the full terms concerning the comfort exchange program for more than weeks before accepting delivery of any goods from Metro MattressIf there are any further questions pertaining to this account, I can be reached during business hours at (315) 218- Respectfully, Mark I***, Jr Director of Service & Procurement Metro Mattress
Mr [redacted] has a mattress that carries a replacement warranty through the manufacturer There is no portion of his warranty, or the terms and conditions of purchase that obligate Metro Mattress or the manufacturer to refund a two-year-old purchase due to a defect The manufacturer, having verified the defect has an obligation to replace that product, which has been offered to Mr [redacted] Being that the mattress has a defect is likely the cause of discomfort for Mr [redacted] ’s wife Mr [redacted] ’s portrayal of Metro Mattress taking advantage of he and his wife is unreasonable We are happy to coordinate the exchange of the mattress as approved by the manufacturer ( [redacted] Mattress Co.) However, we see no grounds to honor Mr [redacted] ’s request for a refund If there are any further questions pertaining to this account, I can be reached during business hours at (315) 218-1235.Respectfully, Mark IB***, Jr Director of Service & Procurement Metro Mattress
This letter is in response to the complaint filed by [redacted] , ID # [redacted] The nature of this complaint pertains to a warranty approval Upon Mr [redacted] ’s initial warranty claim filing, Metro Mattress requested photos in an effort to speed up the process The security guid**ines for the military base in which Mr [redacted] resides required approval for an inspector to enter the base That process could take more than a month The request for photos is a protocol in the claim process and is not deemed to be unreasonable Next, it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp All decisions concerning the warranty claim are made by the Manufacturer This includes the validity of the claim, and any replacement mod [redacted] offered However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer This includes all necessary paperwork, inspection, and communication with the consumer The warranty coverage offered by the manufacturer does not extend the ability for the consumer to upgrade or change mod**s It is a simple replacement warranty Metro Mattress does allow consumers to use the actual dollars they spent as a credit in the event that they want to switch to a different model This ability to change is offered as a gesture of good faith to our customers Mr [redacted] decided that he wanted to use his credit to look at something else, but did not want to spend any more money Mr [redacted] contacted my office to voice his displeasure on the matter being that the dollar credit did not afford him the same quality as he currently had I agreed with him that the quality was lower and urged him to take the even exchange as offered by the manufacturer to ensure he received the exact quality that was originally purchased I also explained that a refund is also not an option under the terms of the warranty Metro Mattress has been as attentive as we can in aiding Mr [redacted] with the claims he has filed on the mattress and the mattress protector The replacement mod [redacted] will be free of defect and provide a much more comfortable night’s sleep Also, as I explained to Mr [redacted] on the telephone, being that the mattress is manufactured by [redacted] Mattress Co., he will still have full warranty coverage in Hawaii as [redacted] is a national company Mr [redacted] ’s insinuation that Metro Mattress is or has taken advantage of anyone, military or otherwise is unreasonable and without merit We are trying our best to instruct Mr [redacted] in his decision so that he does not lose out in quality in any way If there are any further questions pertaining to this account, please feel free to reach me during business hours at (315) 218- Respectfully, Mark IB***, JrDirector of Service & Procurement Metro Mattress Corp
Consumer filed new complaint: Billing or Collection Issues I had purchased a Mattress set for + tax =$1,the mattress was sinking in after months useThe store gave me a credit on the mattress only of 1,and held back 10% for the foundation I thought the foundation was okay but it wasn'tI picked out a new set from a different manufacturer Beauty Rest the cost of this set was $1,+tax = $1,The salesmen would not give me a new receipt showing the new price he said he could not put it in the system because it would show has a sale and he did not take any money in I asked him to hand write the total on my receipt that had all $o.oo for the set he said it was not necessaryWhen the new set was delivered to me the drivers said my foundation on the return set was broke and that needs to be returned alsoWe called the store and told them about the foundation and that I needed to be credited for the complete setThey said they would have to talk to someone that they could not make that call this took place on March 11, I have not heard from them at all I tried to call them on March 25, and no one answered the store phone (they have Caller ID)Since I returned a complete mattress set that I paid $1,including the tax and the new set was $1,the tax is $= $1,the difference between the exchange is $I feel the store should or the Corporate Office should call the credit card Company Synchrony Financial Bank and give me a credit of $Metro Mattress suggested I finance it through this bankI have a year warranty for damage goods until April 28, [redacted] Billing AdjustmentI would like the Metro Mattress Corporate Office or the store manager to call Synchrony Financial Bank at 1-866-396-ask for the complaint department and give me a credit of $that is the difference between the price of the old set to my new setThank You