Denver Mattress Company, Inc

Ms***Attached is a screenshot of your name being successfully
unsubscribed from our websiteI apologize for this not being completed on earlier requestsUnfortunately, any mailings that have been processed prior to the unsubscribe action will still leak throughI would welcome a call from you on any mailings you receive over the next few weeks, and we'll monitor this process togetherMy name is *** ***, and my office line is ***Again, I apologize for the inconvenience this has caused youThank you for your understanding

I'm very sorry for the inconvenienceWe have removed the customers name from our mailing database, however there could be correspondences received for up to weeks due to mailings already contracted and in progress

Initial Business Response /* (1000, 6, 2015/12/08) */
Customer was contacted yesterday after researching their claimHe in fact did not receive a refund after downgrading his mattressMr*** was informed of this yesterday and we processed a refund check of $for him which will arrive
to the store within 7-days

We disagree with these allegationsThe insects that are present in the customers home did not come from Denver Mattress CompanyWe use all new materials in our mattresses and foundations, and our manufacturing plant is cleaned daily and sanitized monthlyThe new mattresses and foundations are
sealed in plastic upon completion, shipped in these sealed bags to the stores, and handed off to the customer in these sealed bagsThere is no opportunity for any insects to migrate to the productsHad there been a problem with any type of insects or bugs with our manufacturing plant or store, there would have been other issues come forwardWe have had no issues or complaints with insects or bugs in our productsAs a courtesy to our customer, the store manager did in fact offer to replace the mattress set at no charge to the customer; however, he did not offer sheets, paying exterminator bills, or anything of the likeWe still stand by our offer to replace the set as a courtesy to our customer

Initial Business Response /* (1000, 6, 2015/12/05) */
I believe that this was resolved shortly after this complaint was writtenWe let her keep the pillows and I apologized for our mistakesI also counseled my Store Manager on how he could have handled in a better wayI attempted to call ***
*** earlier this week but her husband said she was sickI tried to call her again Saturday morning December 5th but the mail box was fullIf *** needs to contact me again my number is XXX-XXX-XXXXThanks

Complaint: ***
I am rejecting this response because: Denver Mattress is lying! Obvious there word against mine. I spoke with ***, Manager at the Waterloo store on November 15th for the 1st time. That is the same day we had the exterminator come to our house. When I spoke with *** on the 15th he was very nice and understanding why I was upset. He very much so told me that he would replace our Mattress and box spring and told us that he would also include their best set of sheets. I told *** I was not looking for a new mattress/box spring or sheets, I asked that our exterminator bill be paid and was told that wouldn't be a problem. When speaking with *** on the 15th he told me that the bugs came from the Denver, CO warehouse. I emailed our exterminator bid to Denver Mattress that day. When we had the exterminator come and spray I forwarded Denver Mattress the bill and they responded verifying that they have received both emails.Denver Mattress told me this was just coincidental. I disagree! We have Never had bugs in our house or this issue. I don't find it coincidental that bugs were ONLY found in our bedroom. We have a family of and ONLY my husband and I that slept in that bed ended up with these red bumps. days after we get the bed and we just coincidentally start showing signs with a few red bumps, I don't think so. It's not just coincidental that we had a professional exterminator (***) come for the 1st time to our home to find a bug in our box spring and tell us that the bugs came along in the box spring. I find no reason to believe a non professional mattress company tell me that the bugs did not come from them. We have ruled out all other possibilities with *** of how else the bugs could have possibly gotten in our bed.I had to call more times after November 15th to try to get any follow up. December 14th I called ***, Manager and he told me he would get back to me by the end of the day. When he called me back, I was given Ruben's phone number. *** is the district manager I believe. He passed on the news that they would not honor what they had told me but they would replace the mattress. Why would they replace the mattress if they have no guilt? I just did another "bug" check just because it really bothers me and found nothing, Thank goodness!! BUT I did find that the foam is already showing threw on the bottom of the mattress. Makes me wonder if they also have poor quality. So with that being said I'm hesitant on saying they do need to replace the mattress but I'm afraid for the fear of more bugs being brought into our home. I'm very disappointed in their customer service and the fact that they lie on top of it!!
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/11/09) */
On 11/9/I tried to contact Mrs***, but had to leave her a voicemailShe left a message with me last week on 11/6/saying to disregard the issues that had taken place, because Denver Mattress had refunded all of her money for the
original purchase and the purchase from last weekAs of right now we are scheduled to go to her house on 11/11/to pick up the product so we can issue the refundI left her a message today to call me back so we can discuss different options for this issueDenver Mattress has decided to offer her 10% off her purchase of the Madison Eurotop with Adjustables or continue with the full refundWe apologize for the misunderstanding and hope this will resolve the issue

The mattress set in question was a clearance item purchased on 4-2-16, and picked up on 4-7-Every clearance piece leaving any Denver Mattress store is treated with Microban, to eliminate any possibility of microbial life on those particular piecesThere is simply no way that a mattress leaving
our store could have bed bugs on itBed bugs are a nationwide problem, and can be spread in many ways; they can be found in boxes, suitcases, or other goods that are moved from home to home or hotel to homeBed bugs bite and suck blood from humans, therefore they will always migrate to the best source for feeding--which is your bedthey will hide in dark, warm places during the daytime; so they can be found in other furniture and draperies to name a fewThe customer first discovered a problem on July 31st, That is over 1/months after they picked up the setHad there been a problem with the mattress (which there couldn't have been), it would have been noticed right awayThis infestation has to have come from another source brought into the home, and then migrated to the mattress through timeAlthough we will not refund or replace this mattress, in the spirit of customer service we will provide the customer (at no charge to them) a mattress and foundation encasement, which will effectively seal off both pieces and eliminate the problem thereThe customer, however, will need to make sure and eliminate any other areas of concern in the house

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.
Sincerely,
[redacted]

We have invited the customer back into the store to reselect. We look forward to resolving this issue during their visit.

Revdex.com:
This is resolved.
Sincerely,
[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.
Sincerely,
[redacted]

We have reached out to the customer to resolve his issue with his financing term.  Mr. [redacted] was travelling and will get back with us when he is available to resolve the issue.SincerelyBrenden M[redacted]Denver 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.
Sincerely,
[redacted]

We have contacted [redacted] and set up the swap out of his mattress on a day that works for him.  We have also set up a repair company to repair the damage to his wall at his home.  Most importantly we apologize the mix ups in the delivery process of his mattress and hope we have...

rectified this situation.  Please let us know if we can be of any further assistance.