Furniture & Mattress Discounters

The only customer we have listed for the invoice given is for a [redacted], who bought a king size set of bedding last year. We did...

receive pictures and an email with a complaint of a sagging mattress. Upon review, we responded explaining that the mattress appeared to have a slight body impression, which is normal after a break-in period. We also explained the mattress should be rotated from side to side and top to bottom for even wear. It was apparent from the photos, which showed bodily stains all on the left side; that the impressions to the padding of the mattress, was not a defect. Mr. [redacted] did buy a mattress protector cover; however, there are bodily fluid stains all over the mattress, which would void any warranty from the manufacturer. We’d also like to note that this mattress has never been ‘recalled’ by the manufacturer. Sincerely, Lisa V[redacted] Director of Operations Furniture & Mattress Discount King

Dear Valued Customer,Our store policy is ‘no refunds after 72 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 once. The second time he complained, we...

felt that he should try a different mattress from another manufacturer we carry that is not as plush. Any mattress will soften after a short ‘break-in’ period.We would still like to satisfy [redacted] and exchange the mattress for a different type. He 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I do not agree with the response the business provided first because the pictures I sent to the business did not show a stain on the mattress, If the picture has a stain showing the business may have committed fraud by doctoring the photos. Secondly I was told by the warranty department to go back into the store and pick out a new mattress. Not until I got to the store  to pickup the mattress was I told the mattress had a stain on it. When I asked to see the picture of the mattress with the stain the salesman said that he did not have the picture and that he did not see the stain himself. It is important to remember in this situation that the salesman attempted to get more money from me at that time. The fact of matter is that the industry standard on warranty inspect is to have someone physically come out to the location and inspect the mattress. Although the warranty department said that someone would come out no one ever did come out.
Regards,
[redacted]

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 $75.00 to [redacted]...

[redacted].Sincerely,Lisa VDirector of Operations

Dear Valued Customer, CORPORATE OFFICES: [redacted] HARRISBURG, PA...

17111 ###-###-#### p ###-###-#### f January 26, 2015 [redacted] The Revdex.com RE: [redacted] Ms. [redacted], Our Refund Policy states: There will be no refunds of deposits after 48 hours. No refunds will be given on merchandise that has been picked up or delivered. That being stated, our store manager in York has been instructed to contact Ms. [redacted] and refund her credit card. Ms. [redacted] will need to go to the store with the same credit card she used for the first transaction. This cannot be done over the phone. Sincerely, Lisa V[redacted] Director of Operations Furniture & Mattress Discount King

[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]

[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]

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

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 Queen.
I never went back and forth the store several times. The sales person suggested for me to get a less wide box spring since I didn't want a high bed. I 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 bed. and 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 about.
This people hasn't even offer another item for the same price, they just took my money and much kept it. I never took the Queen size bed, because I don't need one. The owner told me
you either take that bed or you loose your money and then hanged up in my face. The 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 fire. The sales person alleges he did but he never did. It is so bad that a business shows how little they care about their customer for $215. that means a lot for me, not much for them, when they are just pocketing the money.
 
Thank you for your help.
[redacted]

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 pick-up slip.  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                                      �...⇄ & Mattress Discount King

[redacted],
This customer did purchase a split box spring and picked it up on 5/31/14. On 6/2/14, they brought it back and stated that when they opened the plastic they saw a bug. Our district manager and customer service supervisor then inspected the box springs and there was no sign of any...

bugs; however, the box spring was soiled and discolored with dirt. It also had what looked like pet hair all over it.
We explained to the customer that we can not exchange merchandise that is in this condition, clearly not the condition in which it was purchased. The customer then left the box spring in the middle of our parking lot and drove off.

Our company has had NO issues with bed bugs. The box spring was brand new and sealed in factory plastic. I've attached a picture of the box spring that we took in our parking lot next to the customer's vehicle, while he was standing there.
Sincerely,
[redacted]

September 3, 2015[redacted]’s recollection of the warranty offered is incorrect. In 2013, we did not offer an Eco Premium Warranty. At the time of his purchase the only thing we offered from [redacted] Warranty Services, were mattress protectors and the cleaning/protection kit he mentioned. We 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 file.
Since 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 warranty. I will process this today and he should look for the refund check in the mail in approximately 7-10 days; taking into consideration we are approaching a holiday weekend.
Sincerely,
Lisa V.
Director of Operations

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 recieved. Unfortunately, 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 mistake. If 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 color. I 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 floor. I 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 sit. Now my living room looks like a storage room and the "mistaken" loveseat is still sitting in plastic. I do not want to do business with company anymore. I 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 refund. This has been a long exhausting disrupting process. I cannot believe I still do not have couches I purchased in Febuary and unfortunately I was unable to wait any longer. I want a full refund on the couches and full refund on the warranty considering it still covers both couch and loveseat.
Regards,
[redacted]

[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]

August 7, 2015[redacted] has at least two cigarette burn holes in his loveseat. We explained to him that burn holes were not covered under the warranty he purchased in 2013. We also provided him with another copy of warranty that he purchased.[redacted] went to our Carlisle store and...

received copies of a brochure from a different company and warranty program that was not even available in 2013.Attached is a copy of the “Hired Hands Warranty Services” warranty. This warranty is shown on his sales receipt as “HHWS”.Sincerely,Lisa V.Director of Operations

if you can please provide us with an email we can forward the EXACT email that was sent to us from the customer with the EXACT pictures that were submitted by the customer. And as everybody know you can't alter an attachment that was sent to you via email unless you down load it. So we would like to forward the email as it was sent to us and we would like if the customer can forward the email that Mr. [redacted] sent on August 17 2015 at 12:53pm.

see response with photo attached
[redacted] bought a 2-piece sofa and loveseat as a closeout special. He picked up the set and signed for the merchandise stating it was received in good condition. A 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 fit. When he brought it back to the store, the plastic protective covering had significant damage, which resulted in further inspection of the sofa. It 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 damaged. This was not the condition in which it originally left the store.Sincerely,
Lisa V[redacted]
Director of Operations Furniture & Mattress Discount King

**. [redacted],
Again, our position is clear and in writing. It is ridiculous for [redacted]. [redacted] to claim she was forced into signing documents. If 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]. [redacted]’s claim that it will cost $400-$500 to fix a zipper and sew a small tear is further evidence that she is just being unreasonable.
Sincerely,

I am a very disabled person who could not use walker in store not enough room between items. I was being helped with Sam who I guess is the manager. I was looking for a twin or maybe full bed, I live in a mobile home they do not have very big bed rooms. Sam 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 off. After about an hour of trying beds I was so sore I gave in and got a queen, I just wanted a bed and get home. You 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 queen. So 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 delivering. He 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 together. I was still sore since Sam had not called I did not have a chance to take my meds. I did not know it had not been checked out when I signed the paper. Days 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 3 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 4 knobs and said the rust was dirt this item is not new. When 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 2 beds I should not have to pay for.I am so injured that I have a hard time doing most things most people can do. If I am on the floor I need help getting up, so bending down is even a challenge. That 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 $20 dollar check toward the entertainment center,which cost more than that, but nothing towards the beds.
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Complaint: [redacted]
I am rejecting this response because:
Hi mmy name is Kim, I'm contacting you because I purchased a sofa and loveseat om 7/18/2014 and it has been problem after problem. I called the store today 11/13/2014 to let them tknow the cushions on the my couch and loveseat are flatten. I spoke to the sales person I advised him of the problem. He advised me to call tthe customer service I said to him I will not contact Mary Beth because she is not professional. I had a run in with her my last complaint so I will not be calling her. I advised him that I will contact Revdex.com. At this point I want a refund or they need to get me some adaquete furniture thats gonna last me for a couple of years and that im not gonna have to continue to contact them.
I would like a refund or some other furniture. I prefer them to pick this furniture up and have my refund.
Regards,
[redacted]