Factory Mattress

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHowever, I did not buy this mattress 'as is' Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

We apologize for the issues this customer has experienced and there is no excuse for the team member at the store not to have followed through with the customer (We are looking into that and expect much better from our team)The confusion in our system originally resulted when the prescription
script from a Chiropractor was written for *** *** and the original order was purchased under the customer name *** *** We can only refund the tax if the prescription matches the name of the purchaser on the order On 12/9/the confusion on the ticket was discovered and Mr***'s name was added to the original ticket as co-purchaser On 12/12/the refund was completed in our system and a copy of the refund paperwork was mailed to Mr*** by our Controller The original purchase was financed through Wells Fargo and the refund would be credited to his account Only after Mr*** contact the Revdex.com that the refund had not been applied to his account, did we discover that the entire transmission we sent to Wells Fargo on December 12th did not process and Wells Fargo had never received the credit memo from us to apply to Mr***'s account The refund was immediately re-sent to Wells Fargo on December 29th (The day we received the e-mail from the Revdex.com) in the amount of $182.00.The difference from what Mr*** noted should be refunded of $and the refunded amount of $is that the State of Texas will only allow tax refunded from a prescription on the product the prescription was for, not any additional items or in this case the tax on delivery charge.Again we apologize to the customer for us taking so long to process this refund Our Austin District Manager has left two voice mail messages for Mr***n as well, so that we may apologize to him in person

Since being contacted by Ms***, ***, who assists in expediting the warranty process with the manufacturer has been in communication with the customer The issue we had run into is that Ms*** purchased the mattress "as is", as well as removed the white law tags which every
manufacturer requires in order to have a warranty An independent inspection service was used and went to Ms***'s home and examined the mattress The other difficult piece to this is that there is also a stain on the mattress which also voids a manufacturers warranty District Manager Jorge *** contacted Ms*** the morning of March 4th and discussed with her that we were fighting with Sealy to approve the warranty and that it was not Factory Mattress who was denying her warranty Mr*** discussed with Ms*** that Factory Mattress was attempting to exhaust all possibilities with the manufacturer, however in light of Ms***'s unhappiness would accommodate the warranty request and Factory Mattress would further work with Sealy on the back end to attempt to get them to change their determination We are pleased that Mr*** was able to resolve the issue for our customer

Once upper management was alerted to the problem *** *** was having in getting her warranty replacement, the issue was immediately resolved The remedy is replacing *** ***'s mattress with the model she selected
Although the indentations in the mattress do not meet ***'s definition
of a manufacturer's defect and despite the fact that the customer had given the mattress in question away, the delay *** *** experienced in resolving her warranty request is inexcusable and therefore Factory Mattress is delivering a new mattress at it's expense Delivery is scheduled for 8-26-
Thank you,
*** ***
Factory Mattress

We are sorry that this situation occured and the problems that this customer has experienced trying to receive a replacement mattress under warranty *** ***, a District Manager, has contacted this customer and has made arrangements to pick up the replaced product and as an
accomodation, refund the requested 900.00.Unfortunately in the latex manufacturing industry there are no specific guidelines as to the marketing of "natural" vsman made latexA product that has as little as 10% natural or pure latex (direct from a rubber tree) can be sold to a manufacturer or retailer as a "natural latex" productEven the latex core's vary as to what their content is Many times the retailer doesn't know the specific chemical makeup of a natural or pure latex core and rely on a manufacturer's product description We are sorry that someone did not understand this or explain this to you when you originally made your purchase.Thank you for allowing us to take care of this situation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, although I would not say that I have "circumvented" the process.  What was not known is that the feel and experience of a mattress on the showroom floor can be completely different from that of the new mattress when it is delivered.  I have never experienced such a situation before with any previously owned mattresses.   In any regard, this was a very painful experience.Thank you to Factory Mattress for resolving.  Thank you to the Revdex.com for being a venue through which these concerns can be mitigated.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I did not buy this mattress 'as is'.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]