Magic Sleeper, Inc.

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
I will have my brother call to set up a time to bring back mattress and trade

Dear ***On October 8, the customer brought his twin mattress to our store to show us why he was unhappy with itexplained to him that will honor the warranty for the mattress, and that the warranty card that came along with the mattress states that *** mattress would "repair or replace any
factory defective piece of sleep set at our discretion." The customer expressed that he would not want that same model backI then agreed to bend the rules in his favor by giving him two choices: I could upgrade the insulator and foam in the mattress at no cost to him to convert this lower end mattress into something better designed for an adult; or to give him full store credit toward any mattress in the storeThe customer did not accept either of these optionsI am aware of industry practice, and that no store in the area would have even honored his warranty claimAlthough the offer that I presented to honor the warranty still stands, the customer would need to provide a surrogate contact person to continue the warranty process for the following reasons: He is the only customer in our year history who has been permanently banned from our store, due to abusive and belligerent language and for verbal abuse and bullying of our year old employee.I am willing and prepared to resolve this matter at a moment's notice.Sincerely,John S

[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:
1) I did not degrade anyone I work in customer service myself so I of all people would never degrade someone like that knowing the hassels people have with working in customer service
2) the comepany did not call me about delivery I called them to make sure the time for delivery was still set and the lady I spoke to said to me she would call me back about it and she called me back an hour later stating that it wasn't being delivered that day instead of informing me in advance that it was delayed
3) yes they did give me a queen loaner but the mattress was protected with a matress protector so I am unsure of the damage the mattress had in the unkempt enviroment being that my apartment is clean it was in my room which had nothing in it
4) sure they gave me money off my purchse but that doesn't make it any better the fact that they scratched my couch up coming into my apartment, I had to wait for my delivery and the fact that months later the items are falling apart
5) I didn't inform them of the box spring because it just seemed pointless and by the way I putchased a king size mattress not a queen as you stated!
Regards
*** ***

We at Magic Sleeper regret that this person did not receive the customer service to which they feel entitled; however, we are extremely confident that we have gone above and beyond in favor of the customer in an attempt to please this customer. When all of the facts of the case are laid out, and not...

just a few convenient ones, it is clear that Magic Sleeper has performed in a manner that is fair, empathetic, and even selfless when dealing with this customer.The customers first issue,which is her disappointment in not receiving her delivery time, is in our opinion, an unfair criticism. As anyone who has lived on the East Coast during this past winter is aware, there was a lot of snow in early February, let alone a blizzard that warranted a state of emergency less than 24 hours before the customers scheduled delivery. [redacted] can confirm the snowfall amounts of the three storms that passed through the week of this scheduled delivery. I personally called her to explain that we were unable to receive her mattress on schedule due to the storm. During this conversation I was the recipient of offensive and insulting language by her. She spoke to me in a manner that fits the textbook classification of customer abuse, by giving negative comments about my competency, knowledge, or dedication” as well as by yelling” and persistent swearing.” I brushed the abuse aside and offered, at no cost to her, a free delivery of a loaner mattress and box spring until her ordered set arrived as well as a $150 refund for the inconvenience of a blizzard that was obviously out of our control. When her set did arrive a week later, we delivered, free of charge, the set that she ordered and picked up the loaner set; an additional expense on our part due to the damage it sustained by being in an unkempt environment. We could not have imagined that the issue was not laid to rest.A few days ago she called to tell us that her [redacted] brand sofa, which she paid $299 for before the inconvenience discounts were applied, has damage in its framework. I explained her that [redacted] Furniture, which is the largest furniture manufacturer in the United States, does not warrant their inner frames, and that we do not offer any additional warranties beyond that of the manufacturer. I again received abusive language intended to demean and control me, and to bully me into irrational actions. Not once did she mention to me or anyone else at Magic Sleeper that she received the wrong size box spring, although I personally delivered her a queen size and know through my 25 years of mattress delivery experience what a queen size box spring is. Not once did she mention to me or anyone else at Magic Sleeper that her mattress is defective in any way. I strongly believe that it is unfair to criticize my handling of a problem that was never communicated to me, to begin with, that it ever existed.

Review: I purchased a mattress and box spring and a sofa from this company on February 7th for delivery on February 14th. Our first issue was that they gave us a delivery time and they didnt fulfill that delivery until the following week. Now the mattress we purchased has springs coming out of it and the box spring isnt even the right size for the mattress. The sofa we purchased is falling apart the back is no longer of the couch my kids keep falling into the couch because of how cheap it is made. Now I spoke to the company they are saying there is nothing theu can do we havent had these products for a year and they are falling aoart already!Desired Settlement: I would either like better quality items for the amount of money I paid or a refund so I can go elsewhere for items so im not getting poked by springs or my kids falling through my couch

Business

Response:

We at Magic Sleeper regret that this person did not receive the customer service to which they feel entitled; however, we are extremely confident that we have gone above and beyond in favor of the customer in an attempt to please this customer. When all of the facts of the case are laid out, and not just a few convenient ones, it is clear that Magic Sleeper has performed in a manner that is fair, empathetic, and even selfless when dealing with this customer.The customers first issue,which is her disappointment in not receiving her delivery time, is in our opinion, an unfair criticism. As anyone who has lived on the East Coast during this past winter is aware, there was a lot of snow in early February, let alone a blizzard that warranted a state of emergency less than 24 hours before the customers scheduled delivery. [redacted] can confirm the snowfall amounts of the three storms that passed through the week of this scheduled delivery. I personally called her to explain that we were unable to receive her mattress on schedule due to the storm. During this conversation I was the recipient of offensive and insulting language by her. She spoke to me in a manner that fits the textbook classification of customer abuse, by giving negative comments about my competency, knowledge, or dedication” as well as by yelling” and persistent swearing.” I brushed the abuse aside and offered, at no cost to her, a free delivery of a loaner mattress and box spring until her ordered set arrived as well as a $150 refund for the inconvenience of a blizzard that was obviously out of our control. When her set did arrive a week later, we delivered, free of charge, the set that she ordered and picked up the loaner set; an additional expense on our part due to the damage it sustained by being in an unkempt environment. We could not have imagined that the issue was not laid to rest.A few days ago she called to tell us that her [redacted] brand sofa, which she paid $299 for before the inconvenience discounts were applied, has damage in its framework. I explained her that [redacted] Furniture, which is the largest furniture manufacturer in the United States, does not warrant their inner frames, and that we do not offer any additional warranties beyond that of the manufacturer. I again received abusive language intended to demean and control me, and to bully me into irrational actions. Not once did she mention to me or anyone else at Magic Sleeper that she received the wrong size box spring, although I personally delivered her a queen size and know through my 25 years of mattress delivery experience what a queen size box spring is. Not once did she mention to me or anyone else at Magic Sleeper that her mattress is defective in any way. I strongly believe that it is unfair to criticize my handling of a problem that was never communicated to me, to begin with, that it ever existed.

Consumer

Response:

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Review: [redacted]

I am rejecting this response because:1) I did not degrade anyone I work in customer service myself so I of all people would never degrade someone like that knowing the hassels people have with working in customer service