Extra Touch Beauty Hut

Initial Business Response / [redacted] (1000, 5, 2016/03/17) */ In response to Mr [redacted] 's complaint dated on 3-7-our policy is that customers have to keep a mattress for days in order for their body to get used to and conform to the new supportive coils and foamsMr [redacted] came in only after a few nights and said the mattress that he chose was to firm, which is not unusual in the mattress retail industryHis old mattress looked to be at least years old and the coils and foams were wore out and coming off that mattress on to a brand new product will take some time for the body to adjustAgain our policy is for customers to keep for days and can exchange for another mattress between the - day time frameWe have many policies like all retail stores and cannot post every policy that we haveI don't know of any other big ticket item in retail that you can return after days or even week and get your money backWe have over mattresses on our floor for him to exchange for, so finding a replacement to his liking should not be an issuePlease let us know your thoughtsThank You Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their responseThey have hidden policies and rules and I still do not like my bedIt is not getting softer plus I do not want to exchange for something different and have to pay more for those different beds up to $moreI want a refund and never will they get my business againThat company and the manager [redacted] is a con and liarIf they have such great products, they should not have hidden policies that customers find out afterwards and are stuck withI will return my product and want a full refund with no recourse or charges and hidden fees against meNo exchange!!! Final Consumer Response / [redacted] (4200, 12, 2016/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) First off I have a paper from the company that doesn't have my signature and yes I was offered a floor model for the same full price price and we laid on the other floor models and we did not like the other model in that price rangeIf I knew about there policy and how this company would treat a customer I would have gladly went someone else who stands by there customersNow no one has called names about anyone that has not been trueDishonesty is not a value I would want to my company or employees to exempt to there clients or customersNow even though they brought this up which is not against I will gladly express my feelings on itI wear a weapon on my hip because it is my right and I am a law abiding citizen who works with the public all the timeI wore it in the store the day I bought the mattress and no one had an issue with it because I respect peopleNo one showed any uncomfortableness while I was in thereAlso no sign posted about weapons so that is there issue if they do not want patrons carrying in there storeThe bed is so uncomfortable that I have purchased an air mattress to sleep on until this matter is resolvedI wish the company with be upfront with customers and disclose there policies and let the customer decide, not hide behind hidden policies Final Business Response / [redacted] (4000, 10, 2016/03/24) */ In response to Mr [redacted] latest responseHe states we have hidden policies but on the original delivery ticket it says at the top in highlighted font that there are no returns of mattress sets after delivery and he signed our copy and he has a copy of this as wellAs far as having to pay $more for a mattress for exchange is not true***, our manager showed him a $mattress that is softer, which is what he wants, and we offered to refund him the differenceHe said earlier that the mattress he received was firmer than the mattress on the showroom floor, so [redacted] offered to bring him the exact floor model that he liked and did not want to do thatWe have customers buy our floor models all of the time because they know that is the exact mattress that they likedFinally, Mr [redacted] has resorted to calling our manager names who has been with our company for over yearsHe seems to think he can bully us to go against our store policiesHe even came in wearing a firearm on his hip when he was in the store earlierWe are glad to exchange MrJacksons mattress for anything in the store in the size he bought and are even willing to refund the differenceI will let the Revdex.com decide what they feel is right and will go buy their decisionThank You

Revdex.com - we have read the complaint from Mr [redacted] and do not want him to be unhappy We tried to take care of him the best we could on his first mattress and replaced it with no questions asked The manufacturer would not take the first mattress back because there was not a warranty issue in their opinionWe donated it and received a second call about his second mattress This time the complaint was pretty much the same but we did go out and look at it again only weeks after he bought itWe are the only retailer I know of that go directly to folks homes to look at warranty issues Most retailers give an number and have customer deal with manufacturer themselvesWith that said we have to determine if the mattress is a warranty issue so it doesn’t get sent back to us from the manufacturer This time the mattress looked good with a small press in padding which is for today’s thicker mattresses We give all customers a sheet showing what to expect with the padding which Mr [redacted] received If Mr [redacted] ’s mattress edge is breaking down we would be glad to come look at again and perhaps he has a warranty issue there We looked at edge and it looked fine when we visited home I am sorry they felt like [redacted] who has been with us years did not treat them fairly In those years I can count on one hand the complaints [redacted] has received which is really good in the mattress retail industry There is not a customer out there that wants to hear that their mattress is not a warranty problem when we visit the home If [redacted] company will take a mattress from us we are glad to pick it up In this case there is nothing here to warrant in [redacted] companies eyesThank you - [redacted] *** - Owner, Beautyrest Sleep Gallery

You did not hear a response Reason being Mr*** had to be admitted to the hospital and have emergency surgery The business gas not contacted us and the reply they gave you that they were not reimbursed by beautyrest and they had to donate the mattress was a response when they replace a mattress The people that came with the replacement told us that anytime a mattress is replaced, the old one is donated unless it is soiled and then it is trashed The business has not proved themselves to be a reputable business My fathers surgery was unexpected and honestly more important at the time

Initial Business Response /* (1000, 9, 2016/05/20) */
This letter is in response to Mrs*** *** - case #XXXXXXMrs*** stated when she came in that she had a few different physical ailmentsWe have never claimed one of our mattresses would fix any physical problemsAll that we can
do is show our customers different comfort levels and let the customer decide which one feels good to themI can tell you the mattress that was sold to Mrs*** was one of our most popular mattresses at the time and we have a lot of customers sleeping on that model, but again it was up to each of those customers to decide if that was the right mattress for themWith all of this said, the mattress in question has been in the house for over months and I understand it is still wrapped in plastic but that doesn't mean it hasn't been slept onI can't think of a product out there from any retailer that lets customers keep an item in their house for months and then return itOur salesman do explain to customers about bed bugs but that is just one reason for not bringing a mattress back after that long of being in someones houseThe manufacturer will not take it back from us and we could not sell it because once it leaves our store and is in a home for that long it is considered usedWe do not sell used mattresses and tell people they are new like some of our competitors that have been caught doing soWe are in business to make a profit and if we started taking mattresses back that have been in a house for that long we could not stay in business longThank you for your time

Initial Business Response /* (1000, 5, 2016/03/17) */
In response to Mr. [redacted]'s complaint dated on 3-7-16 our policy is that customers have to keep a mattress for 30 days in order for their body to get used to and conform to the new supportive coils and foams. Mr. [redacted] came in only after a...

few nights and said the mattress that he chose was to firm, which is not unusual in the mattress retail industry. His old mattress looked to be at least 20 years old and the coils and foams were wore out and coming off that mattress on to a brand new product will take some time for the body to adjust. Again our policy is for customers to keep for 30 days and can exchange for another mattress between the 30 - 60 day time frame. We have many policies like all retail stores and cannot post every policy that we have. I don't know of any other big ticket item in retail that you can return after 30 days or even 1 week and get your money back. We have over 50 mattresses on our floor for him to exchange for, so finding a replacement to his liking should not be an issue. Please let us know your thoughts. Thank You
Initial Consumer Rebuttal /* (3000, 8, 2016/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response. They have hidden policies and rules and I still do not like my bed. It is not getting softer plus I do not want to exchange for something different and have to pay more for those different beds up to $2000 more. I want a refund and never will they get my business again. That company and the manager [redacted] is a con and liar. If they have such great products, they should not have hidden policies that customers find out afterwards and are stuck with. I will return my product and want a full refund with no recourse or charges and hidden fees against me. No exchange!!!
Final Consumer Response /* (4200, 12, 2016/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off I have a paper from the company that doesn't have my signature and yes I was offered a floor model for the same full price price and we laid on the other floor models and we did not like the other model in that price range. If I knew about there policy and how this company would treat a customer I would have gladly went someone else who stands by there customers. Now no one has called names about anyone that has not been true. Dishonesty is not a value I would want to my company or employees to exempt to there clients or customers. Now even though they brought this up which is not against I will gladly express my feelings on it. I wear a weapon on my hip because it is my right and I am a law abiding citizen who works with the public all the time. I wore it in the store the day I bought the mattress and no one had an issue with it because I respect people. No one showed any uncomfortableness while I was in there. Also no sign posted about weapons so that is there issue if they do not want patrons carrying in there store. The bed is so uncomfortable that I have purchased an air mattress to sleep on until this matter is resolved. I wish the company with be upfront with customers and disclose there policies and let the customer decide, not hide behind hidden policies.
Final Business Response /* (4000, 10, 2016/03/24) */
In response to Mr. [redacted] latest response. He states we have hidden policies but on the original delivery ticket it says at the top in highlighted font that there are no returns of mattress sets after delivery and he signed our copy and he has a copy of this as well. As far as having to pay $2000 more for a mattress for exchange is not true. [redacted], our manager showed him a $499 mattress that is softer, which is what he wants, and we offered to refund him the difference. He said earlier that the mattress he received was firmer than the mattress on the showroom floor, so [redacted] offered to bring him the exact floor model that he liked and did not want to do that. We have customers buy our floor models all of the time because they know that is the exact mattress that they liked. Finally, Mr. [redacted] has resorted to calling our manager names who has been with our company for over 12 years. He seems to think he can bully us to go against our store policies. He even came in wearing a firearm on his hip when he was in the store earlier. We are glad to exchange Mr. Jacksons mattress for anything in the store in the size he bought and are even willing to refund the difference. I will let the Revdex.com decide what they feel is right and will go buy their decision. Thank You

Revdex.com - we have read the complaint from Mr. [redacted] and do not want him to be unhappy.  We tried to take care of him the best we could on his first mattress and replaced it with no questions asked.  The manufacturer would not take the first mattress back because there was not a warranty...

issue in their opinion. We donated it and received a second call about his second mattress.  This time the complaint was pretty much the same but we did go out and look at it again only 2 weeks after he bought it. We are the only retailer I know of that go directly to folks homes to look at warranty issues.  Most retailers give an 800 number and have customer deal with manufacturer themselves. With that said we have to determine if the mattress is a warranty issue so it doesn’t get sent back to us from the manufacturer.  This time the mattress looked good with a small press in padding which is normal for today’s thicker mattresses.  We give all customers a sheet showing what to expect with the padding which Mr. [redacted] received.  If Mr. [redacted]’s mattress edge is breaking down we would be glad to come look at again and perhaps he has a warranty issue there.  We looked at edge and it looked fine when we visited home.  I am sorry they felt like [redacted] who has been with us 15 years did not treat them fairly.  In those 15 years I can count on one hand the complaints [redacted] has received which is really good in the mattress retail industry.  There is not a customer out there that wants to hear that their mattress is not a warranty problem when we visit the home.  If [redacted] company will take a mattress from us we are glad to pick it up.  In this case there is nothing here to warrant in [redacted] companies eyes. Thank you - [redacted] - Owner, Beautyrest Sleep Gallery