Martin-Sale Furniture

Review: I purchased a king size pillow-top [redacted] mattress set from Martin-Sale Furniture back in April of this year. Within two months of sleeping on this mattress, I noticed that it was sinking in places and was becoming lumpy. I contacted Martin-Sale and told them what was going on and they told me that they would replace the mattress. They came and brought me a replacement mattress and took the other one. That night when I went to sleep I realized that it was not a pillow-top mattress, it was a standard mattress and had to be the hardest thing I had ever slept on! The next morning I contacted Martin-Sale and spoke with [redacted] and told her that they delivered me a standard mattress instead of a pillow-top mattress. She informed me that their replacement mattress was a standard mattress. I told her that this was unacceptable because I paid more money for a pillow-top and I should have received the same thing. [redacted] told me that she completely understood and put in an order for a pillow-top mattress to be delivered the following week. The second pillow-top mattress was delivered to me at the beginning of July. By mid-August the same thing was happening. I contacted Martin-Sale and told [redacted] that the second mattress was doing the same thing and she said that it should not be doing that and was sorry. I told her that I just want my money back and I was tired of dealing with this same problem. [redacted] told me that I would not get my money back and that they could give me a store credit. [redacted] said that she talked to her supervisor and he agreed to give me money back but they will charge a 25% restocking fee. In their contract it states that they charge a 25% restocking fee on merchandise that is cancelled. My order was never cancelled. I had received TWO defective mattresses. It also states in their contract no refunds. I asked [redacted] how can they charge a 25% restocking fee on a USED mattress. They charged me a 25% restocking fee!!!Desired Settlement: I would like to have the 25% restocking fee that they charged me on my mattress set refunded. I had financed the mattress set and a bed frame through the company. The total was $ 1,330.16 for both. I put $ 242.00 down. The mattress set alone was $ 999.00. I had paid them a total of $822.00 to them. I kept the bed frame and returned the mattress set. Martin-Sale charged me a 25% restocking fee on the FULL price of the mattress set. Martin-Sale ended up refunding me a total of $ 414.43. It is not my fault that I received TWO defective mattresses from the company and they should honor my full refund. I don't see how they are able to charge a restocking fee on a USED mattress! I lost $250.00 and am very unsatisfied with the service of this company!

Business

Response:

I have reviewed the above referenced complaint. The customer

purchased a king size set of [redacted] bedding from us in April, and caused to

complain about it approximately 2 months later. The model bedding the customer

purchased is very popular and comes in two firmness levels. One has a pillow

top mattress which tends to be soft or plush. The other set has a non pillow

top mattress which is slight firmer. Both sets retail for the same price. The

customer complained about the pillow top model being too soft and sinking so

she agreed to try the non pillow top replacement. The customer complained about

that set so we ordered another new pillow top mattress set and delivered it to

her in early July. We offer no returns, refunds, or exchanges of any

merchandise once received by the customer. Our paperwork clearly states this.

As a special accommodation to our customer, we did make an exception to our

policy and otter her a 100% store credit to use for another set of bedding or

any other home furnishings, carpet, or appliances. Since she did not find this

to be satisfactory, we offered her a monetary refund, subject to a 25% restocking

fee. She chose the monetary option and has received her agreed upon refund. None of the bedding returned from the customer was found to

be defective. We take customer service very seriously and are confident that

our efforts in this case were extraordinary.Sincerely,[redacted]

Consumer

Response:

I have reviewed the offer and/or 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.The letter that you received from Martin Sale Furniture contained false information. I did not agree to a firm mattress as my replacement. A much cheaper, firm, basic mattress was delivered to me to replace the defective pillow top mattress and I did not ask for that. Furthermore, when I called to tell them that they delivered the wrong mattress the lady told me that that is what their replacement mattress is. I told her that it was unacceptable and I wanted exactly what I had before and what I was paying for. After the second pillow top mattress that I received sunk in I had made up my mind that I was not dealing with this company anymore. When I called to talk to the owner, the salesperson that sold me the mattress told me that if I got a third mattress, she knew that it would do the same thing. She told me that she tried to get me to buy a more expensive mattress the day that I came in to make my purchase. I told her that other mattress brands do not do this and for $1,000.00, this mattress should not be doing it either. I am not one to complain but I am not going to be ripped off by some company selling poor quality mattresses. My husband and I are not big people and weigh less than 150 lbs. The two different mattresses should not have sunk down and become lumpy in that short amount of time. I did not want a store credit after dealing with this horrible mattress situation and the rude store owner. Why would I want to buy anything else from them? In their contract it states that they charge a 25% restocking fee on cancelled merchandise. How can they charge me a 25% restocking fee on a USED, lumpy, sunk in mattress?? In the letter he states that the mattresses were not defective. That is not what his employees told me and even the delivery drivers said they had seen the same problem before.

Regards,

Review: I went to MARTIN-SALES to pick out a new bedroom suite. I found the one I wanted and it was special order out of a book that they had. I told the sales lady that I wanted a queen size bed, the dresser, chest and two end tables. But do not order it until I call you back. Well I called her and told her to order it. I never saw or signed any sales receipt. This was all verbal conversation. The suite was delivered yesterday with a King size bed. I told the delivery guys that this was a mistake.

They called the office and I spoke with the sales lady and told her she made a mistake. I asked her to please take the bed back and order me the queen. They refuse to do it because they have a policy of no returns or exchanges.

My complaint is that I did not order a King size bed. I ordered a Queen. My bedroom is not big enough for a King. I already bought a new mattress and box springs for for a Queen. This woman made a mistake and will not admit it.

What can I do? The suite is paid for. All I want is to exchange this King for a queen..Desired Settlement: Would like King frame sent back and a Queen delivered to me.

Business

Response:

We have received the above referenced complaint and reviewed the details of the transactionin questionLast fall, Ms. [redacted] came to Martin-Sale shopping for a bedroom group to go into a newmodular home she was ordering from a local home dealer. The understanding was for her tocome in and pick out the bedroom group of her choice and have the sales ticket sent to themodular home business office for payment. She selected a group that had to be special ordered.While making her selection, she and our salesperson specifically discussed the king size bedoption in much detail. Ms. [redacted] specifically stated that she wanted a king size bed so she could"stretch out". The next day Ms. [redacted] called Martin-Sale to authorize our sales person to order thebedroom group as they had discussed the day before. At that time the salesperson went over withher each individual piece to be ordered including and specifically the king size bed. She alsoexplained to Ms. [redacted] that this being a special order there could be no exchanges or refunds.Ms. [redacted] then authorit.ed the order. The sales ticket was sent to the modular home businessullice for payment a.s requested.We realize that it can be difficult to judgt: and match room sizes with furniture. As a specialaccommodation to our customt:r, Ms. West, we would be willing to order a queen size bed for herat a reduced price.