Expo Furniture

Review: My wife and I purchased a king size mattress by Sealy along with some furniture in March of this year. The mattress and furniture were to be delivered to our newly renovated home located at [redacted]. The furniture arrived on time and the delivery personel assebled the bed on the premises as per agreement with Expo Furniture. My wife was at the house at the time of delivery and since we had not moved into the house at the time my wife did not open the mattress packaging in order for it not to get dusty. A couple o weeks later, when we started moving into our new house and I was openning the clear plastic packaging around the mattress, the first thing I noticed was that the packaging was not original - it had been slashed along the entire length of the mattress and then closed back with scotch tape. My first thought was that it may have been used for display in the store and I continued taking the clear plastic packaging off. When I was done removing the packaging I couldn't help noticing that the whole mattress was warpped on both sides, please see pictures attached. it then became apparent that it was indeed a used product. Upon closer axamination of the mattress I saw a couple of small spots on the mattress as well. The spots are a little bigger than the size of a quarter but there are there and along with the fact that the mattress is warped it is a clear indication to me that the mattress is not brand new and had been used. The following week, in mid-April I went to the store and spoke to one of the sales people about the issue. I was told that it was a very unusual occurance and that I should bring a photo of the mattress along with a copy of receipt. I was pre-occupied with my wife's pregnancy and did not go back to the store until after the arrival of our new-born in late-May/early-June. When I broght the photo with the receipt the store personel acknowledged that there was a problem with the mattress but refused to do anything about it claiming that too much time had passed since the purchase. I explained that it had only been about nine weeks since the mattress was purchased and all tags and warranty were still attached to it. I also asked them to produce a copy of the order from the manufacture showing the date it had been ordered because of clear signs that it was not new when sold to me but the store staff did not provide any proof of order and told me that I should just turn the mattress over and try sleeping on the other side for it to straighten. All I want is for this mattress to be exchanged to a new one in original packaging without any warps.Desired Settlement: I would like this mattress, which was defected and had clear signs of having been used from day one, to be exchanged to a brand new one of the same model.

Business

Response:

Our main goad is customer satisfaction. We have searched our records for this customer but were unable to locate this order. Please provide a copy of the Store Sales Invoice, so that we can check on this.

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:

I first notified Expo Furniture of this problem within the first month of delivery date and specifically told them that we had not moved into the house and only noticed the problem upon unpacking the mattress about one week after it was delivered. The store personnel asked me to bring them a photo of the mattress. I returned to the store in about 3 weeks with photos taken by my phone camera and they told me that I should try turning the mattress over and sleep on it to see if that would fix the warp. When I came back again on June [redacted], 2013 to let them know that it did not fix the problem they told me that it was now outside of the exchange period. Aside from the warp in the mattress it also has stain which indicate to me that the mattress was not brand new when it was delivered to me, this was evidenced by the fact that it did not come in original packaging that I noticed right away when I started unpacking it.

Furthermore, this is a king size mattress which is very heavy and too big for me to tranport back to the store for examination. It was clearly a used item when it was delivered to me and I feel the business should deliver a brand new one to me of the same make and model and pick up the defective, used one. Please see photos of the mattress attached showing the warp.

It is now apparent to me that the business was not interested in honoring the warranty/exchange policy from the get go and the reason they kept asking me for photos and to turn the mattress over was just to buy more time so that they could then tell me that it is now outside of the exchange period.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have forwarded the pictures attached, to the manufacturer for inspection.

Unfortunately, the pictures submitted are not acceptable by the manufacturer.

The pictures do not show all of the mattress. They only show one edge of the mattress.

Please submit pictures showing mattress from the top and all 4 sides.