East End Mattress

Good Morning, As Far as this compliant filed from ** and *** ***The store has Large sins that clearly state No Returns on Mattress Exchanges onlyAs far as us calling the Police on them that was advised to be done by stores attorney After being told that we do not know who they are in a
very Threating way** *** has been told from day one we will gladly exchange these beds for any other mattress in the store** and *** *** picked out these beds not us, they were looking at more expensive beds but decided on the Washington firm Which is a nice bed but it only level of beds on displayThese beds come with a year Manufacture warranty If there are any legit defects the warranty will replace any piece that is defectiveWhen they were first in the store they did look at higher quality mattress but decided to buy more in the promotion price rangeAs far as there height requirements this was never told to usThe better mattress they also looked at that day were much thicker and this not a problem then , It only now seams to be an Issue now, If they do have a height requirement we do have higher quality mattress that will fit there needsAs we have told him many times in the past all he has to do is pay the difference in price in Mattress"s and a Redelivery chargeI have been in this store since and have never had an issue Nor have I ever felt threated as I have with ** & *** *** that I had to call my Attorney on how to proceed with themYes people in the past made wrong discussions and we have made every one very happy by exchanging the mattress for another oneEven after or yearsThat's why this store does very well here for many yearsThis is the first complaint ever filed against my storeAgain we will Gladly exchange these mattress for them for anything else in store to correct there mistakeAgain they picked out the mattress we did not tell them what to buyI would like to have a representative to go between us due to the threats we receivedThank you ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because• No posted signs regarding refund policy
• No notice on receipt of store policy
• No written warranty terms
• When my wife and I visited East End Mattress to discuss the poor quality and condition of mattresses the salesman was antagonistic and argumentative, not accommodating. He did not offer any reasonable response or solution to the issue of a sagging mattress after one night's use.
• He told us to call the [redacted].
• My wife called to describe the poor construction of not one but all four sets. She also explained they were not the promised Extra Firm. The [redacted] replied: you picked them.
• I tried to arrange a time to return the sets and was told he would not accept them.
• Furthermore, in an email and by phone I was told he would call the police if I came back to the store.
• This is not how a legitimate, trustworthy business treats their customers.
• I am asking for assistance to facilitate a return and refund of unsatisfactory merchandise which I feel was not represented accurately or in good faith.
Sincerely,
[redacted]
 
 
 
 
[redacted]

Good Afternoon, In response to not Resolved issue. # 1 There are 2 Large signs posted in store that clearly say No Refunds Exchanges only on Mattress # 2 I have a Delivery Ticket singed by [redacted] that everything was Received in Good Condition . # 3 My salesman was not anything but nice as he called me when they were in store and all you could hear was ** and [redacted] being very nasty to him.  I was on they phone also with [redacted] when they were in They were not told to call [redacted] as I spoke directly with them on that sunday. That's when he stated that we don't know who he and his Wife were in a Very threating tone. In 35 years of owning a retail store I have never dealt with people like this. They  Came back into store looking for a fight with there threats. For me to have to call an Attorney you know that we had to be afraid of these people and there threats.
Store will only Exchange these beds if a Outside Representative is with them, I would not feel safe with them in my store by myself. And I only will speak with them no salesman so they cannot make up more stories about them, My salesman has been with me for many years without a single complaint but many many praises about going above and beyond what most employee would do, Most people think he is the [redacted] because of his service, And to be told he was nasty Such a Lie..... I truly believe that they is nothing wrong with product( Please have the Revdex.com go out and inspect these mattress) Someone probably gave them free beds so they are trying to get there money back by making up these stories. Because any Normal people would gladly just pick out something else if what they bought was not right for them. As I have done in past.  
So as I said in the past we will Exchange Mattress, They just pay the difference in cost and a Redelivery charge And a Outside Representative So they will be no more Lies Told. Thank You [redacted] East End Mattress

Review: ** May I am attempting to resolve the problem with my recent purchase of 4 sets of mattresses from East End Mattress.On Sunday ** March 2014 I visited the East End Mattress showroom. I described to salesman [redacted] the requirements for my ideal mattress: tight top, very firm, inner spring, and no more than 10 in height. He had two items available. One floor sample, a twin, was wedged tightly between other mattresses. At the time, this did not register as important. I chose the Washington Ultra Firm and selected two full sets and two twin sets.We slept on one mattress for the first time on Saturday ** April. Unfortunately, it was very uncomfortable, not Ultra Firm by any standard. One nights use left sagging imprints on the surface. Foam filling retained excessive heat. Furthermore, I noticed the threads were unraveling on all the ticking and the underside cover of the box springs were not stapled in place, hanging loose in spots.Sunday, ** April, we went to the store to describe the disappointing, poor quality of our purchase and to request a return/refund. The salesman [redacted] dismissed our concerns in an aggressive, argumentative, provocative manner. Called the [redacted] and told us to contact [redacted] on Tuesday ** April.We have spoken with the [redacted] on three occasions requesting a refund for the poor construction and quality of these mattresses. I have attempted to schedule a time to return to no avail. In fact, [redacted] threatened to call the police if we returned to his store, would refuse to accept the return and also, threatened to void the warranty. I am upset by such customer service. The invoice we received did not disclose any information of East End Mattress no return policies. Nor was this information clearly posted.A complaint is on file with Discover Card Disputes. I hope to resolve this unfortunate experience, I would appreciate a full refund as soon as possible.Desired Settlement: I am requesting a full refund for the mattresses in the amount of $1992.11

Business

Response:

Good Morning, As Far as this compliant filed from ** and [redacted]. The store has 2 Large sins that clearly state No Returns on Mattress Exchanges only. As far as us calling the Police on them that was advised to be done by stores attorney After being told that we do not know who they are in a very Threating way. [redacted] has been told from day one we will gladly exchange these beds for any other mattress in the store. ** and [redacted] picked out these beds not us, they were looking at more expensive beds but decided on the Washington firm . Which is a nice bed but it only level 3 of 25 beds on display. These beds come with a 10 year Manufacture warranty. If there are any legit defects the warranty will replace any piece that is defective. When they were first in the store they did look at higher quality mattress but decided to buy more in the promotion price range. As far as there height requirements this was never told to us. The better mattress they also looked at that day were much thicker and this not a problem then , It only now seams to be an Issue now, If they do have a height requirement we do have higher quality mattress that will fit there needs. As we have told him many times in the past all he has to do is pay the difference in price in Mattress"s and a Redelivery charge. I have been in this store since 1999 and have never had an issue Nor have I ever felt threated as I have with ** & [redacted] that I had to call my Attorney on how to proceed with them. Yes people in the past made wrong discussions and we have made every one very happy by exchanging the mattress for another one. Even after 3 or 4 years. That's why this store does very well here for many years. This is the first complaint ever filed against my store. Again we will Gladly exchange these mattress for them for anything else in store to correct there mistake. Again they picked out the mattress we did not tell them what to buy. I would like to have a representative to go between us due to the threats we received. Thank you [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because

• No posted signs regarding refund policy

• No notice on receipt of store policy

• No written warranty terms

• When my wife and I visited East End Mattress to discuss the poor quality and condition of mattresses the salesman was antagonistic and argumentative, not accommodating. He did not offer any reasonable response or solution to the issue of a sagging mattress after one night's use.

• He told us to call the [redacted].

• My wife called to describe the poor construction of not one but all four sets. She also explained they were not the promised Extra Firm. The [redacted] replied: you picked them.

• I tried to arrange a time to return the sets and was told he would not accept them.

• Furthermore, in an email and by phone I was told he would call the police if I came back to the store.

• This is not how a legitimate, trustworthy business treats their customers.

• I am asking for assistance to facilitate a return and refund of unsatisfactory merchandise which I feel was not represented accurately or in good faith.

Sincerely,

Business

Response:

Good Afternoon, In response to not Resolved issue. # 1 There are 2 Large signs posted in store that clearly say No Refunds Exchanges only on Mattress # 2 I have a Delivery Ticket singed by [redacted] that everything was Received in Good Condition . # 3 My salesman was not anything but nice as he called me when they were in store and all you could hear was ** and [redacted] being very nasty to him. I was on they phone also with [redacted] when they were in They were not told to call [redacted] as I spoke directly with them on that sunday. That's when he stated that we don't know who he and his Wife were in a Very threating tone. In 35 years of owning a retail store I have never dealt with people like this. They Came back into store looking for a fight with there threats. For me to have to call an Attorney you know that we had to be afraid of these people and there threats.

Store will only Exchange these beds if a Outside Representative is with them, I would not feel safe with them in my store by myself. And I only will speak with them no salesman so they cannot make up more stories about them, My salesman has been with me for many years without a single complaint but many many praises about going above and beyond what most employee would do, Most people think he is the [redacted] because of his service, And to be told he was nasty Such a Lie..... I truly believe that they is nothing wrong with product( Please have the Revdex.com go out and inspect these mattress) Someone probably gave them free beds so they are trying to get there money back by making up these stories. Because any Normal people would gladly just pick out something else if what they bought was not right for them. As I have done in past.

So as I said in the past we will Exchange Mattress, They just pay the difference in cost and a Redelivery charge And a Outside Representative So they will be no more Lies Told. Thank You [redacted] East End Mattress