Furniture & Mattress Discounters

We regret to hear that [redacted] feels poorly of his experience with our company We do ask for a customer's ID whenever possible to ensure proper spelling of the customer's name and a correct address No other information is taken from the ID than that When a customer picks up merchandise at any of our locations, we always note the license plate number on the pislip Often times the customer has another person pick up the merchandise for them This is company policy for all pick-ups We do not base our policy on a customer's race, gender, or any other reason Thank You Furniture & Mattress Discount King

We apologize that you were not informed properly of our Low Price Guarantee policy On all of our print and web media, it states to see store for details It would be states as below:The Discount King guarantees you the lowest price on identical, first quality merchandise publicly advertised by any furniture store physically located in Pennsylvania at the time of purchase.*Proof of Price Needed*Ask a Sales Associate for DetailsIf we do not beat the competitor's price at the time of purchase, the merchandise is free We did beat the price for you on the merchandise at the time of purchase Again, we do apologize that you were not properly informed and we will be sure to review with our staff to ensure that this does not happen again

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: First of all yes I was forced to sign the recipet before the delivery guy would leave my house and he told me he was going to talk to [redacted] the store manger when he got back the delivery guy tried to fix the zipper On the arm rest before leaving saying they do this to their customers all the time and he gets stuck fixing them and it isn't his problemAt the store I did look over and these damages were not there I am not going to stand there and look over each tiny zipper and all the arm rests were off and was told because it was so they could show customers how they can come off to be washed and was reassured it was just the last one and the company would not be making any more that's why it was sold as is never once did any one of the salesmans say that it was because it was a floor sample and there was nothing wrong with it ! The salesman lied to make a sale and now I get stuck with junk! I should not have to do any repairs on the couch after spending $on a couch! And I was spoke too Rudely by everyone I dealt with through the company and I am not going to be disrespected by a company like thatI was in contact with customer service about days after purchase because I was dealing with [redacted] at the store and he said he was looking around in the warehouse and other store to get this swapped out then I was told to contact the district manager and then he referred me to customer service so that is were the almost days later come in to play Again these are all unknown answers because the store manager is no longer with the company Also makes no sense to me if no one knew about the damages to the couch before delivery too my house how come the delivery guy from the [redacted] store that assisted with the delivery that day knew it was broken when he was no where around when I purchased the couch ? [redacted] told him that it was like that when he was putting the couch on the truck for delivery ! Someone needs to get there stories straight every time IDeal with this company it's a different person and different story ! I think $is reasonable considering it is gonna cost $to get it fixed Regards, [redacted]

we have concluded all what we can offer Mrs [redacted] in regarding this issue in our previous response

I am a very disabled person who could not use walker in store not enough room between itemsI was being helped with Sam who I guess is the managerI was looking for a twin or maybe full bed, I live in a mobile home they do not have very big bed roomsSam kept insisting I would be better with a queen bed, I kept telling him I did not want to have something that big and the ones he was having me try were to high and all queens I had trouble getting on and offAfter about an hour of trying beds I was so sore I gave in and got a queen, I just wanted a bed and get homeYou can not tell if it will be the right bed until you have a chance to sleep on it, it did not help, the trundle bed my grandson was using helped better than the queenSo I went back in to talk to Sam again he told me he could not sell a used bed even though I had it only a few days and had also bought a mattress cover that protected it from any kind of bugs or spills water proof the works He told me they could give it to a charity or something like that and get some kind of tax credit and for me not to worry about it ,so I noticed a couple daybeds up above some other furniture, I could not really tell what kind of condition it was in so I asked him to call when deliveringHe did not call, my husband who I am separated from but still live in same home, different rooms let the delivery guys in but he did not come get me or watch them put togetherI was still sore since Sam had not called I did not have a chance to take my medsI did not know it had not been checked out when I signed the paperDays later I noticed many things wrong with it, Loose knobs on top, scratched, ,dust, rails hole on back stretched out and one rail wiggles and what looks like rust also when they put it together it was about feet from my entertainment center made out of particle board and they scraped it and made some holes in it the pieces are in pieces can!t even glue back together and there are scratches on the bottom where one of the holes is When they sent the delivery guys back they said they did not damage the entertainment center I have a neighbor who knew there were no holes ,scratches on it and the guys say there is nothing wrong with the bed all the did was try one out of knobs and said the rust was dirt this item is not newWhen trying to get ahold of Sam he was gone and would not return my calls so I am stuck having to pay for not a new bed and they never came to get the queen that Sam told me not to worry about and the queen that I felt like I was pressured into buying he just would not help me with any smaller beds because of my disability and not sleeping well and I still have the same problem so I am stuck paying for beds I should not have to pay for.I am so injured that I have a hard time doing most things most people can doIf I am on the floor I need help getting up, so bending down is even a challengeThat is why I needed Sam to call, again so I could take my meds that I was already a little late taking.They did give me a $dollar check toward the entertainment center,which cost more than that, but nothing towards the beds I i

Dear Valued Customer,Our store policy is ‘no refunds after hours’We did offer [redacted] a store credit; however, we will make an exception and refund [redacted] ***’s deposit on his layaway of $310.00.As for the mattress set, we did exchange it onceThe second time he complained, we felt that he should try a different mattress from another manufacturer we carry that is not as plushAny mattress will soften after a short ‘break-in’ period.We would still like to satisfy [redacted] and exchange the mattress for a different typeHe may contact customer service at ###-###-#### to make the arrangements for the exchange and start the process to receive his refund on the current layaway.Sincerely,Lisa V Director of Operations

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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]

** [redacted] , Again, our position is clear and in writingIt is ridiculous for *** [redacted] to claim she was forced into signing documentsIf she saw something she did not like and refused to sign the paperwork, the delivery crew would have simply returned the merchandise to the store *** [redacted] ’s claim that it will cost $400-$to fix a zipper and sew a small tear is further evidence that she is just being unreasonable Sincerely,

This is so false, I went to the store and mentioned to the salesperson I wanted a King Size bed, I even asked him for the prices and he told me they were the same price as the QueenI never went back and forth the store several timesThe sales person suggested for me to get a less wide box spring since I didn't want a high bedI had purchase a King Size mattress set and had in in layaway in another store,(which I have proof of it) why would I want a queen size bedand NO, the sales person NEVER read the contract back to me, just asked me to sign, and it was my fault that I trusted that he had written King size, because that was all we talked aboutThis people hasn't even offer another item for the same price, they just took my money and much kept itI never took the Queen size bed, because I don't need oneThe owner told me you either take that bed or you loose your money and then hanged up in my faceThe sales person is just covering his behind, the owner told me that if he didn't read the contract back to me he would of been fireThe sales person alleges he did but he never didIt is so bad that a business shows how little they care about their customer for $that means a lot for me, not much for them, when they are just pocketing the money Thank you for your help [redacted]

Unfortunately we don't return used merchandiseThe only thing that would make Mrs [redacted] happy is us taking back the used tubes which nobody doesShe did her due diligence before she bought and didn't buy at the first visit she made sure to go home and measure before she made the purchase.Conclusion: we aren't able to take any used tubes thank you Furniture & Mattress Discounters

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:When I walked into that store the day I Purchased the couches I DID NOT sit on the couches I recievedUnfortunately, I did not ask what color it was I sat on I just said I want this and it also was not "gray" it was the very same color I recieved by mistakeIf they did not sell that color why was it on display? The salesman never said to me "this is a display couch only we do not carry this color we only have mocha" why would I agree to order something I have never seen?Now, besides the colorI have been without couches for MONTHS now! This is absurd on top of the fact that I dont drive I have had to spend out of pocket money for delivery, for the mistakes they made and I had to get back to the store and again to go pick up my casing! I already purchased new couches from a better business because me and my family were tired of sitting on the floorI had to rent a hall for two diff occasions I was supposed to have people over my home but I had nowhere for them to sitNow my living room looks like a storage room and the "mistaken" loveseat is still sitting in plasticI do not want to do business with company anymoreI can sue for all the money for the halls, for the distress, and for my couches back and for my lawyer fee's pr they can come get these couches and give me a FULL refundThis has been a long exhausting disrupting processI cannot believe I still do not have couches I purchased in Febuary and unfortunately I was unable to wait any longerI want a full refund on the couches and full refund on the warranty considering it still covers both couch and loveseat Regards, [redacted] ***

September 3, [redacted] ***’s recollection of the warranty offered is incorrectIn 2013, we did not offer an Eco Premium WarrantyAt the time of his purchase the only thing we offered from [redacted] Warranty Services, were mattress protectors and the cleaning/protection kit he mentionedWe did not start offering the warranty that he mentions until the fall of 2014; therefore, it would have been impossible to register the warranty, which is why [redacted] does not have his purchase on fileSince there seems to be a breakdown in what [redacted] actually purchased and what he remembers to have purchased, we are willing to refund the amount of his warrantyI will process this today and he should look for the refund check in the mail in approximately 7-days; taking into consideration we are approaching a holiday weekendSincerely, Lisa VDirector of Operations

We use several different companies for financing, not leasing.The banner has been up for over a year and it has never been a problem for lease customers before.We apologize for any confusion this may have caused and would like to extend a store credit of $to [redacted] [redacted] .Sincerely,Lisa VDirector of Operations

see response with photo attached [redacted] bought a 2-piece sofa and loveseat as a closeout specialHe picked up the set and signed for the merchandise stating it was received in good conditionA few days after he picked up the set, he contacted the store and said his sofa would not fit and he wanted to return it.We agreed to allow him to return the sofa only for exchange, which was the piece that did not fitWhen he brought it back to the store, the plastic protective covering had significant damage, which resulted in further inspection of the sofaIt was discovered that the sofa was also badly damaged.The store manager then explained to [redacted] that we cannot take back and refund furniture that he damagedThis was not the condition in which it originally left the store.Sincerely, Lisa V [redacted] Director of Operations Furniture & Mattress Discount King

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I purchased this furniture because I expected that would hold up for a couple of years not monthsi expected rhat I would not have had to write to the Revdex.com for you to exchange my sofa in the first placeI expect you as a company would sale good quality furniture no matter how much it costI would expect you to give me a refund since your saying that furniture is not good quality furnitureI will not step foot back in your store againI don't expect any hand outs from anyone I work hard for my money not to be ripped offMy furniture looks like I sone had it longer than months.
Regards,
*** ***

Upon further review of *** ***'s claim, we do feel as though the item has some sort of manufacturer defect and will exchange the item for her at no additional cost to her.We will have someone from customer service arrange for the merchandise exchange at our expenseThey will be in contact
with *** *** within hours to start to coordinate aconvenient time for both *** *** and the delivery company, as to when the exchange may be able to take place.Lisa V Director of Operations

To Whom It May Concern: The customer originally came into the store on February 09, and was looking for chairs to match an existing table she hadIt took her some time since she was looking for a specific colorBy the end of the sale
she had picked out the rattan color for the chairs which is not a color that we stock and had to be special ordered for herShe was well aware that this was a special order and was never given a delivery quote of four daysThis is unfortunately impossible for us to do since this specific item ships from high point North Carolina and takes longer than that to deliverThe customer the day of the order made a payment and was given a yellow copy of the order with her receipt stapled to itIf paying with debit the confirmation is the pin and for paying with credit the signature is the confirmationShe completed the transaction and took the receipt well aware of the purchase she was makingThe receipt clearly states that there is no canceling on special orders and we do ask the customer to finish paying on the chairs and to pick them up or we apply a 25% restocking fee which is a common practice done and nothing we stated was out of the ordinary. The customer proceeded to come into the store on February 20, and start yelling in front of other customers and causing a sceneShe continued to yell ”get out of my space”She was then asked to leave and refused multiple times until she was told that the police would be called and she then made her way out of the storeShe continued to yell the whole way outWe did our best to help and satisfy the customer and made no promises we could not keepIf the customer misunderstood the paperwork or agreement we know that this is unfortunate, but we have policies that we need to follow and that we follow with all our customersIf we were to special order pieces for every customer and let it sit in a warehouse we would not only lose money but have not have a business at allThank you for your time. Sincerely, Furniture and Mattress Discounters

***,
*** purchased a floor model sectional on February 8, She was told it was the floor sample and that is why it was reduced in price by two hundred dollarsIn her emails, she admits to being told to look it over and she did
On February 11,
2014, the delivery company delivered the sectional to the ***’s home and *** *** signed the delivery receipt, stating it was received in good conditionShe also signed in an additional area acknowledging this “Item is Sold As-Is, No Refunds, No Returns”
Approximately days later, she called our customer service person to complain about a zipper and a tear on a seamCustomer service explained that is why it was sold “AS IS” and reduced in priceThe district manager also spoke to ***, but she only became more impossible to deal with and used profanity in our store and also when speaking with *** in customer service
The sectional originally sold for $and then became a closeout for $We then reduced the floor sample an additional $to sell “AS-IS”It was a very good deal for a piece sectional with four recliners*** calls it broken because of a zipper and a seam that she can easily have repairedNow she wants to renegotiate the price and pay only $500.00? That is not even reasonableThe truth is, she is not telling the truth
The facts are in writing with ***’s signature and copies are enclosed for your review
Sincerely,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I was told to sign the paper work or they were not leaving and I would have been out $for delivery ! And I can get a estimate from the upholstery place that quoted me ! Also if it was sold as is then they wouldn't have taken it back I was stuck with it ! Again it's always a different story from this companyAs I said before come get the furniture I don't want it !
Regards,
*** ***

To whom it may concern:
This customer came back and forth more than once to the store to verify their purchase so it was made very clear what the item was that we were ordering for them. The customer at no point in time ever mentioned a king was what they intended
to purchaseTherefore the salesman wrote queen on the paper, charged for a queen, and had the customer sign for a queenThe invoice was presented and read to the customer since it had been over what they had discussedIf the customer had wanted a king then they would have been charged that price and written it downThis was a special order for the customer so they are more than welcome to come pick up their purchase, but special orders cannot be changed or modified