Home Life Furniture

Complaint: ***
I am rejecting this response because: Homelife Furniture,I am not an expert on mattress construction but as a customer who spent nearly $in your store I expect a mattress with a year warranty should not fail in months unless it was defective to begin withAgain stain or no stain the mattress is defectiveYou agree the mattress is defective yet you choose to do nothing about itYou have/had the ability to simply replace the mattress or issue refund but you have opted against that.The "options" that you do offer all include paying you more money for a new mattressI have paid you enough moneyIt is time for you to actAs I said before, in the spirit of good customer service you could have simply replaced the mattressCurrently I will only accept a full refund for the mattressA full refund is the only acceptable resolution to this issue at this timeThe manufacturer does not have to be involved as you have the power to deal with this issue nowA good retailer would have dealt with this by now without passing the buck to the manufacturer. Your constant refusal to properly deal with this complaint solidifies my opinion that your store has poor and maybe even unethical policies in regards to customer complaintsAs you have stated I have to do what is in my best interestMy best interest is recover the money I paid you for what ended up being a defective mattressI intend to do just that and in the meantime I will inform the public of my poor experiences with Homelife Furniture via any means possible
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Complaint: [redacted]
I am rejecting this response because:Homelife Furniture, your recent message is a word-for-word copy of the last message so I will simply state my expectation. Homelife Furniture effectively sold a defective mattress to me. You have admitted this when you preformed yourstring test. You claim the mattress is stained and I claim this stain is from delivery as it was not put there by me. Stain or no stainthe mattress is still defective. It was defective when it left the factory and it was defective when you sold it to me. A reputable company would see that this is wrong and at the very least offer a replacement. You know, good customer service? Instead you offer that I can buy a replacement mattress from you and hope the manufacturer will take to old mattress back and offer the refund. This is inherently wrong to me. When a customer spends nearly $7000 in your store and you admittedly sold that same customer a defective product you should not ask the customer to spend more money. You should at least offer a replacement.My expectation at this point is no longer a replacement but a full refund for the cost of he mattress. This expectation is not much but it is what is right. It is what good customer service should be. If Homelife Furniture cannot meet that expectation then the next step will be a complaint to the Attorney General's office. I would rather not go that route but I will do what I feel is right.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

To Whom It May Concern: We agreed to the fact that the mattress had body impressions which is a manufacture defect. However we did not agree to selling the customer a defective mattress as the mattress was brand new when sold to the customer. The manufacture defect being claimed happened after having the mattress for about six months. As stated before we have given the customer a few options in good faith as the retailer. At this point the customer is requesting a full refund in which we cannot provide because the manufacture will not allow a refund to the retailer on a defective mattress that has a voided warranty. We are the retailer and not the manufacture who holds the warranty. The customer has every opportunity to do what they feel is in their best interest. We regret any inconvenience this may cause but we are limited to options we can provide in this situation. Thank you,Customer Service

Thank you for taking time to contact Home Life Furniture to explain the issue that has occurred recently. We regret any inconvenience the customer has experienced, and we assure you that we are anxious to retain the customer as a satisfied customer. We have reviewed the information provided and have...

in good faith tried to resolve the matter fairly several times with the customer providing several options. We are not able to bend the manufacture warranty for the issue discussed as this is not our a retailer warranty but simply the warranty of the manufacture who provides the warranty on their products. The mattress that the customer purchased has a full 10 year warranty if it has any manufacture defects. This warranty however becomes void if the mattress becomes altered in any form such as for example: tears, burns, stains, and or the lot tag is missing. These are strict specifications set out by the manufacture to ensure there are no warranty claims that arise from customer negligence. It is the customers responsibility to adhere by these specifications set forth by the manufacture warranty. As the customer mentioned we have given a few options in good faith as the retailer. However we are not the manufacture and cannot make any promises on their behalf. If we can be of further assistance, you may contact the store at ###-###-#### or by email at [redacted]. Sincerely, Management