Complaint: ***
I am rejecting this response because:Post the entire transcript with both Romaines Mattress King and with Englander/Tualatin Sleep Products *** ***
We have no record of Ms*** requesting a warranty claim from us for her first mattressShe worked directly with Romaine’s regarding this pieceSimilarly, her foundation problems were facilitated by Romaine’s directlyWe were not made aware of these problems and without more information
cannot guarantee the pieces were our productsWe first received pictures directly from Romaine’s in mid-November and contact information for Ms*** (Attachment A)Kiersten, a warranty department representative, reached out to Ms*** and informed her of our warranty process (Attachment B.) She also requested more pictures, specifically those showing a measurable defect. A defect was not evident in the pictures we received from Ms*** via Romaine’sAt this point Ms*** ended the call abruptlyWe did not hear from her until December when we received a letter dated December 20, and two more pictures (Attachments C)There were no pictures with measurements, and again, no pictures clearly indicating a defectOur warranty department reached out to Ms*** and advised her of the situationTypically our warranty process would facilitate a third party inspection however, Ms*** lives outside of the service area and an inspection is not an optionWe attempted to send Ms*** a “Letter of Denial” with the address we had on file and it was returned to us, “no mail receptacle” (Attachment D)Our warranty process is a product-for-product exchangeAt this point, there is nothing indicating the mattress is defective and therefore, we will not be replacing the mattressMs*** is welcome to send pictures with a measured impression or showing any defect and we would be happy to take another lookUntil then, the claim remains denied Attachment A: Two Pictures from Romaines Attachment B: Warranty Card Attachment C: Letter from Ms*** w pics Attachment D: Denial letter & Returned Envelope ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Complaint: [redacted]
I am rejecting this response because:One has to wonder if the folks at Englander even read their responses.No request for warranty claim - why do they think I sent photographs - first by phone, second set via printed photos? What did Kiersten tell higher-ups was the nature of our phone calls?Live outside the warranty service area - One, why didn't Romaines Mattress King inform me of this? Two, why would Kiersten and I been discussing the visit by a third-party inspector is I was not in their warranty service area.It's clear to me that Englander/Tualatin Sleep Products have a "twenty-five percent" problem. It appears that fully one-quarter of those who purchase their mattresses find them deficient."Premature sagging" "Back problems" "Sleeping is lumpy or uneven""Sagging/compression" "Develops body impressions"These are the reviews from some of those not pleased with their Englander purchase. And if you understand human nature, you can probably at least double that 25 percent. Too many purchasers of any product are too embarrassed to admit they made a poor choice. Cognitive dissonance is in play here. I am not too embarrassed to say that the "troughs" that have developed in my Englander mattress render it deficient. My husband and I turned the mattress on 2/11 - head to toe, toe to head. Already it has developed new troughs where we sleep. And this of course makes the middle of the mattress unuseable for anything. Let's move on to mediation, or I want $1040 back, or I want a new mattress. Let's get this resolved in the next week, or I will file a Small Claims case.[redacted]
Sincerely,
[redacted]
Complaint: ***
I am rejecting this response because:Post the entire transcript with both Romaines Mattress King and with Englander/Tualatin Sleep Products *** ***
We have no record of Ms*** requesting a warranty claim from us for her first mattressShe worked directly with Romaine’s regarding this pieceSimilarly, her foundation problems were facilitated by Romaine’s directlyWe were not made aware of these problems and without more information
cannot guarantee the pieces were our productsWe first received pictures directly from Romaine’s in mid-November and contact information for Ms*** (Attachment A)Kiersten, a warranty department representative, reached out to Ms*** and informed her of our warranty process (Attachment B.) She also requested more pictures, specifically those showing a measurable defect. A defect was not evident in the pictures we received from Ms*** via Romaine’sAt this point Ms*** ended the call abruptlyWe did not hear from her until December when we received a letter dated December 20, and two more pictures (Attachments C)There were no pictures with measurements, and again, no pictures clearly indicating a defectOur warranty department reached out to Ms*** and advised her of the situationTypically our warranty process would facilitate a third party inspection however, Ms*** lives outside of the service area and an inspection is not an optionWe attempted to send Ms*** a “Letter of Denial” with the address we had on file and it was returned to us, “no mail receptacle” (Attachment D)Our warranty process is a product-for-product exchangeAt this point, there is nothing indicating the mattress is defective and therefore, we will not be replacing the mattressMs*** is welcome to send pictures with a measured impression or showing any defect and we would be happy to take another lookUntil then, the claim remains denied Attachment A: Two Pictures from Romaines Attachment B: Warranty Card Attachment C: Letter from Ms*** w pics Attachment D: Denial letter & Returned Envelope ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
As we have yet to receive new pictures, or any pictures showing a potential defect, we are not able to reverse our decision to deny the claim.
Complaint: [redacted]
I am rejecting this response because:One has to wonder if the folks at Englander even read their responses.No request for warranty claim - why do they think I sent photographs - first by phone, second set via printed photos? What did Kiersten tell higher-ups was the nature of our phone calls?Live outside the warranty service area - One, why didn't Romaines Mattress King inform me of this? Two, why would Kiersten and I been discussing the visit by a third-party inspector is I was not in their warranty service area.It's clear to me that Englander/Tualatin Sleep Products have a "twenty-five percent" problem. It appears that fully one-quarter of those who purchase their mattresses find them deficient."Premature sagging" "Back problems" "Sleeping is lumpy or uneven""Sagging/compression" "Develops body impressions"These are the reviews from some of those not pleased with their Englander purchase. And if you understand human nature, you can probably at least double that 25 percent. Too many purchasers of any product are too embarrassed to admit they made a poor choice. Cognitive dissonance is in play here. I am not too embarrassed to say that the "troughs" that have developed in my Englander mattress render it deficient. My husband and I turned the mattress on 2/11 - head to toe, toe to head. Already it has developed new troughs where we sleep. And this of course makes the middle of the mattress unuseable for anything. Let's move on to mediation, or I want $1040 back, or I want a new mattress. Let's get this resolved in the next week, or I will file a Small Claims case.[redacted]
Sincerely,
[redacted]