Furniture & Mattress Discounters

Unfortunately we don't return used merchandise. The only thing that would make Mrs [redacted] happy is us taking back the used tubes which nobody does. She 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

14_0802 My Response to Business
Furniture and Mattress Discounters stated ‘that’s the only waterbeds they ever sold are soft sided’.  This statement clarifies that they know their product and they know that they need to sell the mattress as a set (Tubes and Mattress enclosure), or they sell individual replacement tubes to those who have a leaking tube. (i.e. They have to know that the replacement tubes are only 3.5 inches tall and 8 inches wide). [redacted] and [redacted] are the salesmen we spoke to.  [redacted] had told my neighbor and I that these are 8” tubes.  [redacted] had told us that [redacted] was the waterbed expert and that he has one at home. (i.e. He probably installed the bed himself).  We clearly stated that we had a hardsided waterbed and that the bladder had developed a leak at a seam.  After we found out that the tubes were only 3.5 inches tall, to add insult to injury, they told me to build a 4 inch solid foundation. But the tubes would still sitting loose on top.
They stated ‘we suggested tubes which was totally disclosed to her and which clearly is stated on the packaging that it's for a soft sided water bed. That is an outright lie.  Eight of the 11 tubes were out of any packaging and partially filled with water.  The other three were individually folded and in clear plastic bags, with no wording or instructions enclosed or on the plastic bag.  The three tubes in plastic bags had a sticker on each tube, and stated ‘Made in China’.  Someone had removed these stickers from the other eight tubes.  I know that with most furniture, the end consumer is the only one who can remove certain tags.  I know that most everything I buy have stickers stating nation/place of manufacture. [redacted]) told us that once water is placed into the tubes, the tubes were considered USED., because no one knows how long the water has been in it. Therefore I was sold USED tubes by a company who says that they would throw these away if I returned them..  [redacted] also told me that each tube contains a water conditioner tablet, but [redacted] said I needed to buy a bottle of conditioner for each tube at a discounted price of $50.
They stated ‘her neighbor that said no I want to see them first and measure them then go home and make sure they work at that point no transaction was made they personally took measurements’.  We went home and only measured the length and width of the bed because we were not sure whether the bed was a queen or a king.  The bladder was not drained, so we did not measure the depth.  We measured one tube and it was 71 inches, but the each length would be short 13 inches (84-71), so we said we needed an eleventh tube to place at the head of the bed to give us a gap of 5 inches, forwhich a pillow could easily  fill.  We trusted that [redacted] told us the truth that the tubes were 8 inch.  Again, he sells these and he should know information about what he sells.  [redacted] stated that he did not know the size of the tubes when we went back on 7/18.
On 7/21, I finally tracked down [redacted] at his other store, after not receiving his promised call.  He said that he ordered the bladder and asked for a down payment, and that he would cancel the order if he did not receive a down payment by tomorrow.  He spoke to
my neighbor on the phone and my neighbor was asking [redacted] for details about the bladder, such as who is the manufacturer, what is the model name, warranty and number of prorate warranty years.  [redacted] did not know any of these details.  He only said the cost would be $199.  [redacted] did say Made in China, to US specs, 18 mill thickness, and 1 year warranty.  This sounded like a regular price to me, not at cost as promised.  [redacted] told me that they have bladders for $99, $199 and up.
I admit that I needed to remedy the problem before my trip in 4 days.  I am 65 years old and I need my sleep, especially before a 10-day trip to Florida.  I also told [redacted] and [redacted] that I have spinal stenosis with sciatica nerve pain and arthritis in my spine and that is why I need a waterbed and not a regular bed.
Again, I see the only solution to the problem is a full refund. Furniture Matttress Discounters sold me USED tubes, each tube should have had a ‘Made in China” sticker per FTC rules and they should not have water in them and should have been factory fresh right out of the factory case pack. There also were no instructions because instructions would only be included with a complete tube and softside mattress set.

Unfortunately we don't return used merchandise. The only thing that would make Mrs [redacted] happy is us taking back the used tubes which nobody does. She 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

This place SUCKS....needed just the bladder of the waterbed (not the entire bed) and then realized I bought the wrong size.....not even out of the packaging I bought it in (less than 24 hours after purchase) and when I asked for a refund....refused, hands tied, the "corporate guys" say we can't...no refunds period....this product wasn't even removed from the original packaging. The excuse was the same....it's "them" (corporate) "they" tell us we can't take back ANYTHING...even if it's not been opened......PLEASE read this if ever considering doing business with this company...Sam (the manager) especially.

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.

Store owner's statements are untrue. Facts are as I stated in my complaint and as I have taped on my phone from 2/20/14.  I was in the store a total of 10 minutes and the owner wasn't even there, so for him to state otherwise and what I was looking for, is jibberish. I did not spend much time in there at all and again -- had I not been noted the receipt by 2/14, I would have gone elsewhere.  Of course I told him to get out of my space, as he was inches from my face, as previously noted.  Anyone being screamed at in such a manner would do the same.  Note: Directly after I finished my Revdex.com complaint that SAME DAY after getting home from their business, I received a voicemail from I also have a SAVED VOICE MAIL MESSAGE from [redacted] who apologized, advised he was new and that he didn't follow procedure (possibly error in his training). He offered for me to come in and pay the money out of his pocket to lower the price of the chairs by $100.  As previously noted, I had already purchased other chairs and did not, nor do not need more.  I am more than happy to send the saved voice mail to the Revdex.com, or anywhere else needed for that matter.  It is a salesman confessing he was in the wrong and offering me my money off the sale!  Right there proves my case and I would appreciate my $100 back in check form as soon as possible.  With this voice evidence I have (also showing the date of 2/20, time of 3:42 pm on my smartphone), if I need to go to court for my $100 it will not only cost the store my $100, but court costs for both sides as well, as the voicemail I have (and taped visit to the store 2/20/14) is factual evidence in my favor and a judge would order my monies + court costs returned.  Regards,[redacted]

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.

i

i

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 purchase. Therefore the salesman wrote queen on the paper, charged for a queen, and had the customer sign for a queen. The invoice was presented and read to the customer since it had been over what they had discussed. If the customer had wanted a king then they would have been charged that price and written it down. This 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.

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,

Please provide me with contact info for a headquarter location since you can't resolve my issue from a store level. I did receive missed calls from the driver (in the morning) however was not able to answer as my work does not allow me to be near my phone at all hours of the day. This is why I scheduled a later delivery time which I had my work schedule arranged to accommodate. I specifically remember asking for a late afternoon/evening slot otherwise I would have had to do weekend. I was told that wouldn't be an issue because they provide delivery until 7pm. Additionally, if I didn't answer it is odd to me that they would still show up at my home and charge a fee for delivery I never received. I never stated it was a family emergency. I stated I had to deal with a work issue which I did however this would not impact the time any since this was in the morning and would not affect the delivery time I was scheduled with anyways. I understand there needs to be a fee and this is not the issue; I will gladly pay a delivery fee. However being charged 2x for a mistake on their part is the issue. You clearly have your initial costs low because you make up in profits by taking money in other unethical ways. I should've known the prices were too good to be true. I suppose I am just trusting businesses to be ethical in their practices. As for the yellow copy I was provided at initial purchase however it has no disclosure regarding delivery protocols (redelivery, cash only). I also understand a cash transaction however it would've been nice to have this disclosed ahead of time so we could have been prepared with it. The driver advised us to call the store to provide credit info when we attempted to pay with a CC so it's odd he'd advise this if he knew the company only accepted cash. As for the ATM, it was <2 miles away so definitely not a 30 minute drive. When we requested a new receipt to reflect the cash redelivery charge, no legit receipt was provided to reflect this.

14_0802 My Response to Business

Furniture and Mattress Discounters stated ‘that’s the only waterbeds they ever sold are soft sided’.  This statement clarifies that they know their product and they know that they need to sell the mattress as a set (Tubes and Mattress enclosure), or they sell individual replacement tubes to those who have a leaking tube. (i.e. They have to know that the replacement tubes are only 3.5 inches tall and 8 inches wide). [redacted] and [redacted] are the salesmen we spoke to.  [redacted] had told my neighbor and I that these are 8” tubes.  [redacted] had told us that [redacted] was the waterbed expert and that he has one at home. (i.e. He probably installed the bed himself).  We clearly stated that we had a hardsided waterbed and that the bladder had developed a leak at a seam.  After we found out that the tubes were only 3.5 inches tall, to add insult to injury, they told me to build a 4 inch solid foundation. But the tubes would still sitting loose on top.

They stated ‘we suggested tubes which was totally disclosed to her and which clearly is stated on the packaging that it's for a soft sided water bed. That is an outright lie.  Eight of the 11 tubes were out of any packaging and partially filled with water.  The other three were individually folded and in clear plastic bags, with no wording or instructions enclosed or on the plastic bag.  The three tubes in plastic bags had a sticker on each tube, and stated ‘Made in China’.  Someone had removed these stickers from the other eight tubes.  I know that with most furniture, the end consumer is the only one who can remove certain tags.  I know that most everything I buy have stickers stating nation/place of manufacture. [redacted]) told us that once water is placed into the tubes, the tubes were considered USED., because no one knows how long the water has been in it. Therefore I was sold USED tubes by a company who says that they would throw these away if I returned them..  [redacted] also told me that each tube contains a water conditioner tablet, but [redacted] said I needed to buy a bottle of conditioner for each tube at a discounted price of $50.

They stated ‘her neighbor that said no I want to see them first and measure them then go home and make sure they work at that point no transaction was made they personally took measurements’.  We went home and only measured the length and width of the bed because we were not sure whether the bed was a queen or a king.  The bladder was not drained, so we did not measure the depth.  We measured one tube and it was 71 inches, but the each length would be short 13 inches (84-71), so we said we needed an eleventh tube to place at the head of the bed to give us a gap of 5 inches, forwhich a pillow could easily  fill.  We trusted that [redacted] told us the truth that the tubes were 8 inch.  Again, he sells these and he should know information about what he sells.  [redacted] stated that he did not know the size of the tubes when we went back on 7/18.

On 7/21, I finally tracked down [redacted] at his other store, after not receiving his promised call.  He said that he ordered the bladder and asked for a down payment, and that he would cancel the order if he did not receive a down payment by tomorrow.  He spoke to

my neighbor on the phone and my neighbor was asking [redacted] for details about the bladder, such as who is the manufacturer, what is the model name, warranty and number of prorate warranty years.  [redacted] did not know any of these details.  He only said the cost would be $199.  [redacted] did say Made in China, to US specs, 18 mill thickness, and 1 year warranty.  This sounded like a regular price to me, not at cost as promised.  [redacted] told me that they have bladders for $99, $199 and up.

I admit that I needed to remedy the problem before my trip in 4 days.  I am 65 years old and I need my sleep, especially before a 10-day trip to Florida.  I also told [redacted] and [redacted] that I have spinal stenosis with sciatica nerve pain and arthritis in my spine and that is why I need a waterbed and not a regular bed.

Again, I see the only solution to the problem is a full refund. Furniture Matttress Discounters sold me USED tubes, each tube should have had a ‘Made in China” sticker per FTC rules and they should not have water in them and should have been factory fresh right out of the factory case pack. There also were no instructions because instructions would only be included with a complete tube and softside mattress set.

To whom it may concern,  We Mattress & Furniture Discounters do not warranty any mattress we only handle the warranty for all 16 mattress manufacturers that we carry, your mattress has a full 10 year warranty covered by [redacted], We forwarded your email containing...

your attached images of the mattress to [redacted], We're sorry to inform you that [redacted] has denied the warranty on your mattress because the first picture you submitted shows a clear stain on the top of the mattress which is an industry standard that a rip or stain on the mattress voids the warranty on any mattress. Attached is the picture that was submitted by you that shows the stain on the mattress.

This is the number for corporate customer service office in North Carolina ask for Samuel H[redacted]

To Whom It May Concern:                The customer originally came into the store on February 09, 2014 and was looking for chairs to match an existing table she had. It took her some time since she was looking for a specific color. By 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 her. She was well aware that this was a special order and was never given a delivery quote of four days. This is unfortunately impossible for us to do since this specific item ships from high point North Carolina and takes longer than that to deliver. The customer the day of the order made a payment and was given a yellow copy of the order with her receipt stapled to it. If paying with debit the confirmation is the pin and for paying with credit the signature is the confirmation. She completed the transaction and took the receipt well aware of the purchase she was making. The 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, 2014 and start yelling in front of other customers and causing a scene. She 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 store. She continued to yell the whole way out. We did our best to help and satisfy the customer and made no promises we could not keep. If 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 customers. If 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 all. Thank you for your time. Sincerely, Furniture and Mattress Discounters

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.

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

Mrs [redacted] came in the store asking for a bladder which we told her we don't stock and told her all bladders are special order. Us being a waterbed store she asks for an alternative because she can't wait because her bed is leaking all over her bed we suggested tubes which was totally disclosed to...

her and which clearly is stated on the packaging that it's for a soft sided water bed and that's the only waterbeds we ever sold are soft sided. Mrs [redacted] said that's fine I'll take them except for her neighbor that said no I want to see them first and measure them then go home and make sure they work at that point no transaction was made they personally took measurements and left the store and an hour later came back and requested 11 tubes and made the transaction. 2 weeks later they come back yelling that the tubes aren't as comfortable and that they're waveless which she's not used to, we made it clear no used tubes can be returned. [redacted] suggested ordering her a bladder and selling it to her for cost which was fine with her. [redacted] calls the company Monday July 21st then calls Mrs [redacted] and quotes her the price which she agreed on so Ted ordered the bladder with no down payment and received it by ups on Friday which we called Mrs [redacted] and told her we have the bladder in our hands she said "that's good now you can have a taste of having something you don't need" and hangs up. We didn't do her any wrong nobody ever told her it was 8" high like she claims and it was disclosed to her it was for a soft sided mattress and she made sure to do her measurements. It's not a matter of measurements it's a matter of her being used to her old mattress. Conclusion no refunds on used tubes. 

Thank you

Furniture and Mattress Discounters

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.

In regards to this dispute we scheduled the delivery for the day the customer requested and there was never a set time requested by the customer. We called the customer when the item was being loaded at the warehouse we called again when the delivery drivers were on the way and when we arrived at...

the customers house we called again and all of those times we did not get an answer or a return call and left voicemail messages each time. When the delivery drivers did not receive a phone call and no one was home they left. After they had moved on to other deliveries the customer called and proceeded to tell us there was a family emergency and that is why she was not home she never mentioned she was at work. We could have delivered a different day if the customer had something going on but the customer requested it be delivered that day and didn't tell us that day didn't work for her or it needed to be a certain time. It is a company standard for there to be a redelivery fee if the truck has to go back out the same day. The customer was given a customer yellow copy of all the items purchased so nothing illegal was done. In regards to the redelivery fee the delivery guys don't carry a credit card machine and only take cash but the customers fiancé had the drivers drive behind him to an atm machine out of their way by 30 minutes to get the cash. Due to the circumstances and the fact that we are able to make our prices so low because we give great deals and can't afford to go back and forth multiple times on deliveries we will not be refunding the money.Our delivery charge is reasonable and the customer lives 15+ miles away from the showroom and we had to redeliver. The customer is free to call around and ask about redelivery policies and fees at any other furniture store and she will be able to confirm that we have not done anything out of ordinary.

Review: When cutting open the plastic on the second box spring they're splits I seen a bug and killed it by smashing it between the plastic and the boxspring. I rushed the boxspring outside and my girlfriend followed behind me with the other box spring .We found another bug on it.We discovered it to be a bedbug. She called and the guy said go ahead bring it backand we will look at it to see about refunding you. We took them in. Showed them a sorta blurry picture I took from my phone. The district manager and customer service rep told us they wouldn't refund me. my girlfriend told the dm shed give him the respect of speaking of this private other customers were around.he told her tto email photos.she did.the woman then disputed the picture still wasn't good enough and that they are not refunding me. And that further more we abandoned the boxsprings with no warning and that's considered littering.all through voicemailsDesired Settlement: The exact amount deducted from my credit card. which if I'm correct is $86.00

Business

Response:

[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,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Please handwritten rebuttal.

Regards,

Review: I purchased a headboard for my bed 2 months ago from the store and I have not received it yet. I've called 3 times about the issue over the past month. Each time I called, the person with whom I spoke gave me a different date of delivery. The headboard was never delivered on these dates, and I didn't receive a phone call to explain why. I'm still waiting for my headboard.Desired Settlement: Deliver the headboard to my apartment soon.

Business

Response:

**. [redacted],

Unfortunately, the item that **. [redacted] ordered had been on back-order from the manufacturer. We had been given several expected delivery dates by the manufacturer, only to have the item back-ordered a couple times. I cannot explain why the store would set up a delivery date to her home without the item physically being in stock. My guess would be that they set up the delivery on the same day as the expected arrival date, and then the item didn’t arrive. There is no excuse for the lack of follow up from the store to notify **. [redacted] that her delivery would be delayed and we’ve addressed this with the [redacted] store manager.

Since **. [redacted] filed her complaint, we have received the item. She was contacted yesterday and her delivery has been scheduled.

Sincerely,