Discount Mattress Store, LLC

To Whom It May Concern,This letter is in response to a complaint filed by customer [redacted] on 11/30/2015.The situation was resolved withing the first few days of December His panic and subsequent filing of the complaint to you was unwarranted, as he was merely misinformed by his own research.Customer had purchased a mattress set 11/21/from our storeHe and his wife were both present They asked me many questions about many beds, and about the one they selected in particularThey were very indecisive people, but when they finally decided on their mattress, they were pleased with their choiceThey paid for and picked up their mattress that night.I did not hear from them again until after I returned from my family trip over Thanksgiving weekend.Upon return, I found several panicked messages from the customer, each more panicked than the last In each message he expressed his concern that he had received the wrong mattress, and in later messages he was somehow convinced that I had misrepresented the company that made the bed.His complaints and concerns were these:-That his mattress was not the correct bed he had selected-That it was not a Therapedic brand mattress-That he had been bait and switched-That his bed only had a year warranty-That his research showed a different factory (Everton Mattress) had made his bedI was confused by his sudden erratic behavior in the messages, and immediately called him back His wife answered the phone, and seemed very calm I asked her what their questions were, and explained that they had indeed gotten the correct bed.I later received another panicked phone call from Tim, insisting that I had lied to him, and that he had called the factory that made the bed (Everton Mattress, a licensee of Therapedic brand), and they had told him the mattress was not what I had described I explained they had most likely looked up the wrong mattress, but that I would call to get the matter cleared up At this point, [redacted] told me he did not trust anything I said I asked him how he had come to find all this information (none of which was true), and he told me he had been doing research on the internetI then explained to him that Therapedic was a nationally licensed company, that was across the United States, and it was possible he was reading about different beds from different licensee companies.I called the Everton factory, and asked what had transpired, and who had been talking to [redacted] about his mattress They at the factory were very frustrated with Tim's incessant calling, and had directed him to talk to a rep from the Northern Utah area (not my rep) This person, in their haste to placate [redacted] and get him to stop calling, did indeed accidently look up the wrong bed and give [redacted] incorrect specs and facts about the mattress he was asking about The rep also failed to inform [redacted] that Everton did indeed made the Therapedic line of mattresses When I told [redacted] all this, he refused to believe me and insisted that someone from the factory tell him what I had said was true and correct.After several more back and forth phone calls that day and the next, MY rep for Therapedic (Greg J [redacted] ), ended up calling [redacted] and explaining the situation, and fixing the confusion [redacted] finally acknowledged that he had over-reacted, and was misremembering details we had discussed the night of the mattress purchase He came into the store, apologized for the 'inconvenience', and left as a happy customer He did not mention that he had filed a complaint to the Utah Department of Commerce.I would like to address these points about the customer [redacted] :He has a difficult time keeping facts straight in his head:-I had told him the night of his purchase that we would be closed for Thanksgiving weekend for a family event There was a sign on the door when he walked in stating we would be gone for the weekend as well.-His recollection on the coil count being coils was grossly off There is a spec sheet posted right above the bed that he read himself, and it clearly states there are coils in the QUEEN size, and he bought a king size.-I did indeed tell him that Everton mattress made Therapedic brand It is even printed on the law tagHe first stated that a different company made the mattress, then told me his own research found that Everton made Therapedic after all - We close at 6:pm, not 6: I stayed late to finish with the [redacted] s customer, and they were in no way rushed I answered hundreds of their questions.- He states he heard the voicemail message saying I was out of town through the 30th, and back open December 1st, yet he still called multiple times on the 30th, knowing we were closed that day.- He stated that he talked to the 'President of the Therapedic company', when he had actually only talked to the assistant plant manager that day.- To his credit, my phone line was interrupted on November 30th temporarily The phone company Infowest was replacing my phone port, and briefly routed my number through a temporary number while fixing it I was unaware that that would happen, and it did lead to confusion with a few other customers that had called the store.- [redacted] and his wife [redacted] have poor communication skills When I called and spoke with ***, I answered all of her questions about the mattress and the situation She said she would relay the info to her husband, however when he called me, he had not been told anything she and I had discussed When I spoke with [redacted] later that day, she had spoken with her husband but he had not told her that he was mistaken about many things.- I feel this couple, or [redacted] in particular, have difficulty admitting when they are wrong or have made a mistake.In summary, I would like to state that the customer did get exactly what they ordered, and it was exactly what was described to them at the time of purchase After all the phone calls and explanations, [redacted] came in one last time (this was still the first few days of December) to visually see the floor model again, and agreed it was the same mattress he had received I asked him repeatedly if there were any other questions or concerns, and he said no [redacted] left the store with a smile after shaking my hand He never said anything about filing a complaint, and I have not heard from him since then.I hope this addresses all the concerns, and clears up the matter Please call me at the store if there are any other requirements from us.Thank you for your understanding

To Whom It May Concern,This letter is in response to a complaint filed by customer [redacted] on 11/30/2015.The situation was resolved withing the first few days of December.  His panic and subsequent filing of the complaint to you was unwarranted, as he was merely misinformed by his own...

research.Customer had purchased a mattress set 11/21/2015 from our store. He and his wife were both present.  They asked me many questions about many beds, and about the one they selected in particular. They were very indecisive people, but when they finally decided on their mattress, they were pleased with their choice. They paid for and picked up their mattress that night.I did not hear from them again until after I returned from my family trip over Thanksgiving weekend.Upon return, I found several  panicked messages from the customer, each more panicked than the last.  In each message he expressed his concern that he had received the wrong mattress, and in later messages he was somehow convinced that I had misrepresented the company that made the bed.His complaints and concerns were these:-That his mattress was not the correct bed he had selected-That it was not a Therapedic brand mattress-That he had been bait and switched-That his bed only had a 5 year warranty-That his research showed a different factory (Everton Mattress) had made his bed. I was confused by his sudden erratic behavior in the messages, and immediately called him back.  His wife answered the phone, and seemed very calm.  I asked her what their questions were, and explained that they had indeed gotten the correct bed.I later received another panicked phone call from Tim, insisting that I had lied to him, and that he had called the factory that made the bed (Everton Mattress, a licensee of Therapedic brand), and they had told him the mattress was not what I had described.  I explained they had most likely looked up the wrong mattress, but that I would call to get the matter cleared up.  At this point, [redacted] told me he did not trust anything I said.  I asked him how he had come to find all this information (none of which was true), and he told me he had been doing research on the internet. I then explained to him that Therapedic was a nationally licensed company, that was across the United States, and it was possible he was reading about different beds from different licensee companies.I called the Everton factory, and asked what had transpired, and who had been talking to [redacted] about his mattress.  They at the factory were very frustrated with Tim's incessant calling, and had directed him to talk to a rep from the Northern Utah area (not my rep).  This person, in their haste to placate [redacted] and get him to stop calling, did indeed accidently look up the wrong bed and give [redacted] incorrect specs and facts about the mattress he was asking about.  The rep also failed to inform [redacted] that Everton did indeed made the Therapedic line of mattresses.  When I told [redacted] all this, he refused to believe me and insisted that someone from the factory tell him what I had said was true and correct.After several more back and forth phone calls that day and the next, MY rep for Therapedic (Greg J[redacted]), ended up calling [redacted] and explaining the situation, and fixing the confusion.  [redacted] finally acknowledged that he had over-reacted, and was misremembering details we had discussed the night of the mattress purchase.  He came into the store, apologized for the 'inconvenience', and left as a happy customer.  He did not mention that he had filed a complaint to the Utah Department of Commerce.I would like to address these points about the customer [redacted]:He has a difficult time keeping facts straight in his head:-I had told him the night of his purchase that we would be closed for Thanksgiving weekend for a family event.  There was a sign on the door when he walked in stating we would be gone for the weekend as well.-His recollection on the coil count being 120 coils was grossly off.  There is a spec sheet posted right above the bed that he read himself, and it clearly states there are 500 coils in the QUEEN size, and he bought a king size.-I did indeed tell him that Everton mattress made Therapedic brand.  It is even printed on the law tag. He first stated that a different company made the mattress, then told me his own research found that Everton made Therapedic after all.  - We close at 6:00 pm, not 6:30.  I stayed late to finish with the [redacted]s customer, and they were in no way rushed.  I answered hundreds of their questions.- He states he heard the voicemail message saying I was out of town through the 30th, and back open December 1st, yet he still called multiple times on the 30th, knowing we were closed that day.- He stated that he talked to the 'President of the Therapedic company', when he had actually only talked to the assistant plant manager that day.- To his credit, my phone line was interrupted on November 30th temporarily.  The phone company Infowest was replacing my phone port, and briefly routed my number through a temporary number while fixing it.  I was unaware that that would happen, and it did lead to confusion with a few other customers that had called the store.- [redacted] and his wife [redacted] have poor communication skills.  When I called and spoke with [redacted], I answered all of her questions about the mattress and the situation.  She said she would relay the info to her husband, however when he called me, he had not been told anything she and I had discussed.  When I spoke with [redacted] later that day, she had spoken with her husband but he had not told her that he was mistaken about many things.- I feel this couple, or [redacted] in particular, have difficulty admitting when they are wrong or have made a mistake.In summary, I would like to state that the customer did get exactly what they ordered, and it was exactly what was described to them at the time of purchase.  After all the phone calls and explanations, [redacted] came in one last time (this was still the first few days of December) to visually see the floor model again, and agreed it was the same mattress he had received.  I asked him repeatedly if there were any other questions or concerns, and he said no. [redacted] left the store with a smile after shaking my hand.  He never said anything about filing a complaint, and I have not heard from him since then.I hope this addresses all the concerns, and clears up the matter.  Please call me at the store if there are any other requirements from us.Thank you for your understanding.