Mark's Mattress Outlet

Re: Case ID [redacted]  Dear Ms. [redacted],   Thank you for the opportunity to respond to Ms. [redacted]'s complaint filed with you on 12/7/2016. We are very sorry that Ms. [redacted]'s experience with her delivery fell short of her expectations.   Ms. [redacted] contacted our Crawfordsville store...

on 11/21/2016 regarding the delivery and the damage sustained to her home. Our regional manager, Ryan D[redacted], returned Ms. [redacted]'s call on 1 1/21/2016. Twin and full-size mattress sets are routinely delivered by a single delivery person. Reducing the cost of delivery staff for mattresses that can be handled by one person is one of the ways we keep our prices low. We asked Ms. [redacted] for photos of the damage sustained to her property during the delivery.   Upon our driver's arrival at Ms. [redacted]'s home, Ms. [redacted] began yelling at him because he was alone. Ms. [redacted] 's merchand ise was sealed in plastic bags inside the dry delivery truck. As the driver began moving the merchandise into the home, Ms. [redacted] continued to yell and became impatient with the driver as he did hisjob . Once all four pieces were in the home, Ms. [redacted] ordered the driver to leave her home without allowing him to remove the sealed plastic bags from the merchand ise. Ms. [redacted] did not mention any damage to her home to the delivery driver.   On 1 1/22/2016, Ryan again spoke with Ms. [redacted] regard ing the photos and the difficulty we had seeing where the damage from a mattress or foundation had occurred. Unfortunate ly, Ms. [redacted] was unwillin g to d iscuss provid ing clearer photos. We were not able to verify water damage to any of the merchandise, since Ms. [redacted] would not allow our driver to remove the plastic at the time of delivery. Ms. [redacted] declined each of Ryan's suggestions of settlement.   Once again, we are very sorry that Ms. [redacted] is unhappy with her experience with Mark's Mattress Outlet. We would like to work with Ms. [redacted] to provide a solution and hope she will allow us to do so. Elizabeth B[redacted]Director, Administration [email protected] Office/Warehouse812.402.82759951 Hedden RoadEvansville, Indiana 47725