Ledgers

Initial Business Response / [redacted] (1000, 5, 2017/04/26) */ MATTRESS WAREHOUSE [redacted] Mishawaka, IN XXXXX RE: Case # [redacted] 4/26/ All mattresses/foundations (boxes) come with a manufacturer's warranty that is built into the product when Mattress Warehouse receives themWhen a customer buys a mattress set, they will receive a store invoice (proof of purchase) from Mattress Warehouse and a manufacturer's warranty card that is attached to the mattressIf a defect occurs in the product, the customer initiates contact with Mattress Warehouse so that the warranty process can be facilitatedMattress Warehouse acts as a liaison between the manufacturer and customer unless it is deemed out of the guidelines for warranty replacement as provided by the manufacturer In the case of Miss ***, two sets of the same mattress and foundation were purchased and delivered on 12/23/The foundations that were sold to Miss [redacted] are sold on a regular basis by Mattress Warehouse and by many other retail stores across the nation from Symbol MattressMattress Warehouse alone sells hundreds of these particular foundations a year and sees less than one percent come back for having a broken wooden slatIn these rare cases, when a slat is broken it is most often after a couple years and there is some sort of weakness due to a knot in the woodWhen this occurs, there is just one slat that is noted as broken due to this imperfection and Mattress Warehouse will facilitate acquiring a new foundation through the manufacturer, in this case, Symbol Mattress Upon receipt of the warranty request form stating that both the boxes were broken, we proceeded to replace the boxes in question on 2/24/While understanding that it would be very unlikely that both boxes would have a defect at the same time, we will often accommodate customers when we can to remain in good standing and hope for them to continue to do business with us in years to comeOnce the boxes had been replaced, we inspected the boxes that we replaced and deemed we could not receive any credit from the manufacturer due to the damage done being qualified as abuseIn the attachment titled [redacted] Foundation 1, it can be noted that there were three slats that were completely broken, one cracked slat, and the center support bar running down the middle of the foundation is also crackedIn the attachment titled [redacted] Foundation 2, it can be noted there are also three slats completely broken, two on one side and another slat in the opposing cornerMiss [redacted] stated that her husband sat on the corner of the bed and a slat broke on both bedsIf this was the case, there would not be as much damage as noted in the picturesMattress Warehouse opted to incur the cost of the replacement boxes to stay in good standing with the customer After discussing the situation stated above with Miss [redacted] and her husband when it was reported that both boxes again, only months later, were broken, we recommended contacting the manufacturer directly as the boxes we received from them were outside of the warranty parameters of Symbol Mattress and general industry standardsAdditionally, we offered Miss [redacted] and her husband a discount on different foundations that have more internal support, as they felt the foundations they had were inadequate for their use On the back of the store invoice are warranties, return policies, and general mattress disclaimersUnder the underlined title "Warranties Do Not Cover" you will find that abuse is not coveredAgain, this is through Symbol Mattress and Mattress Warehouse does not personally warranty any mattresses/boxesIt is always through the manufacturer Despite the statistical impossibility that the defects are workmanship related and not abuse, we discussed with Symbol Mattress and we are offering to replace their boxes one final time contingent on a signed proclamation of no further warranty as a further statement of customer goodwill Thank you, Mattress Warehouse

Initial Business Response /* (1000, 5, 2017/04/26) */
MATTRESS WAREHOUSE
[redacted]
Mishawaka, IN
XXXXX
RE: Case # [redacted] 4/26/2017
All mattresses/foundations (boxes) come with a manufacturer's warranty that is built into the product when Mattress...

Warehouse receives them. When a customer buys a mattress set, they will receive a store invoice (proof of purchase) from Mattress Warehouse and a manufacturer's warranty card that is attached to the mattress. If a defect occurs in the product, the customer initiates contact with Mattress Warehouse so that the warranty process can be facilitated. Mattress Warehouse acts as a liaison between the manufacturer and customer unless it is deemed out of the guidelines for warranty replacement as provided by the manufacturer.
In the case of Miss [redacted], two sets of the same mattress and foundation were purchased and delivered on 12/23/16. The foundations that were sold to Miss [redacted] are sold on a regular basis by Mattress Warehouse and by many other retail stores across the nation from Symbol Mattress. Mattress Warehouse alone sells hundreds of these particular foundations a year and sees less than one percent come back for having a broken wooden slat. In these rare cases, when a slat is broken it is most often after a couple years and there is some sort of weakness due to a knot in the wood. When this occurs, there is just one slat that is noted as broken due to this imperfection and Mattress Warehouse will facilitate acquiring a new foundation through the manufacturer, in this case, Symbol Mattress.
Upon receipt of the warranty request form stating that both the boxes were broken, we proceeded to replace the boxes in question on 2/24/17. While understanding that it would be very unlikely that both boxes would have a defect at the same time, we will often accommodate customers when we can to remain in good standing and hope for them to continue to do business with us in years to come. Once the boxes had been replaced, we inspected the boxes that we replaced and deemed we could not receive any credit from the manufacturer due to the damage done being qualified as abuse. In the attachment titled [redacted] Foundation 1, it can be noted that there were three slats that were completely broken, one cracked slat, and the center support bar running down the middle of the foundation is also cracked. In the attachment titled [redacted] Foundation 2, it can be noted there are also three slats completely broken, two on one side and another slat in the opposing corner. Miss [redacted] stated that her husband sat on the corner of the bed and a slat broke on both beds. If this was the case, there would not be as much damage as noted in the pictures. Mattress Warehouse opted to incur the cost of the replacement boxes to stay in good standing with the customer.
After discussing the situation stated above with Miss [redacted] and her husband when it was reported that both boxes again, only 2 months later, were broken, we recommended contacting the manufacturer directly as the boxes we received from them were outside of the warranty parameters of Symbol Mattress and general industry standards. Additionally, we offered Miss [redacted] and her husband a discount on different foundations that have more internal support, as they felt the foundations they had were inadequate for their use.
On the back of the store invoice are warranties, return policies, and general mattress disclaimers. Under the underlined title "Warranties Do Not Cover" you will find that abuse is not covered. Again, this is through Symbol Mattress and Mattress Warehouse does not personally warranty any mattresses/boxes. It is always through the manufacturer.
Despite the statistical impossibility that the defects are workmanship related and not abuse, we discussed with Symbol Mattress and we are offering to replace their boxes one final time contingent on a signed proclamation of no further warranty as a further statement of customer goodwill.
Thank you,
Mattress Warehouse