Mattress America

Information that was reported to you by Ms [redacted] was incorrect; therefore I would like to give you more elaborate details of the scenario on this transaction The above customer purchased a non spring GEL Queen Mattress for $which we offered her queen for the price of twin extra long, which was discounted at $She also purchased Queen Mattress protector for $each in which she was offered two for the price of oneShe received free delivery and discounted price for picking up the old mattressAttached are copy of her invoice which showed all adjustments and a photo of our protector's prices which clearly does not show a $price for Queen nor Twin size that she claimed Per our agreement and also as show on her receipt, we had her scheduled for delivery on Wed or ThursWe had arranged to have it deliver between 7-8:pm ThursWe received a call from her on Wednesday Oct 26th asking about her deliveryWe indicated to her that delivery as she requested was set up for ThursdayWe also told her to not to worry and we will change the delivery date to Wednesday instead, between 7:00-8:and she agreedI myself went along with one of staff since the other guy went home already that eveningWe arrive at her house at 8:and called her but she did not pick up or return my callWe waited minutes in front of her house hoping she would answer the door or call me back but she failed to do soWe return back to the store Customer called back next day saying that were not home last night and today she called the credit card and wanting to cancelWe offered to reschedule her delivery for that day which is Thursday but she refuses Whenever she decided to have her mattress deliver, we'll be glad to accommodate herThis transaction is valid therefore please inform the customer to give us called to set up her delivery for second attempt at no additional charge We delivered and gave our service commitment to our customer as promisedPlease note attached prices of the mattress protector, our Store policy, her invoice, the text message I sent to Tiffany Thank you, Mattress America Tel: ###-###-#### Fax: ###-###-####

Information that was reported to you by Ms [redacted] was incorrect; therefore I would like to give you more elaborate details of the scenario on this transaction.
The above customer purchased a non spring GEL Queen Mattress for $1999.99 which we offered her queen for the price of twin extra long,...

which was discounted at $1500. She also purchased Queen Mattress protector for $249.99 each in which she was offered two for the price of one. She received free delivery and discounted price for picking up the old mattress. Attached are copy of her invoice which showed all adjustments and a photo of our protector's prices which clearly does not show a $150.00 price for Queen nor Twin size that she claimed.
Per our agreement and also as show on her receipt, we had her scheduled for delivery on Wed or Thurs. We had arranged to have it deliver between 7-8:30 pm Thurs. We received a call from her on Wednesday Oct 26th asking about her delivery. We indicated to her that delivery as she requested was set up for Thursday. We also told her to not to worry and we will change the delivery date to Wednesday instead, between 7:00-8:30 and she agreed. I myself went along with one of staff since the other guy went home already that evening. We arrive at her house at 8:05 and called her but she did not pick up or return my call. We waited 10 minutes in front of her house hoping she would answer the door or call me back but she failed to do so. We return back to the store.
Customer called back next day saying that were not home last night and today she called the credit card and wanting to cancel. We offered to reschedule her delivery for that day which is Thursday but she refuses.
Whenever she decided to have her mattress deliver, we'll be glad to accommodate her. This transaction is valid therefore please inform the customer to give us called to set up her delivery for second attempt at no additional charge.
We delivered and gave our service commitment to our customer as promised. Please note attached prices of the mattress protector, our Store policy, her invoice, the text message I sent to Tiffany.
Thank you,
Mattress America
Tel: ###-###-####
Fax: ###-###-####

Review: The owner/operator of Mattress America is not running an ethical business. He sold me a Queen Latex Gel mattress and told me it was on sale and would offer it to me at the Twin mattress price. This was the lowest price model listed and when I went to pay for the mattress he upped the price to a different model without my knowledge. He also up-sold me on the mattress protector which was listed at $150 and when I received my receipt he had charged me $250. I had scheduled delivery for Wednesday and had arranged for someone to be home to receive the delivery. When I had not heard from the company to schedule the delivery by noon on Wednesday, I called and the owner proceeded to tell me that the delivery was scheduled for Thursday. This is not what we agreed upon at the store. When I confronted the owner he said he needed to make a few phone calls and 5 minutes later called me back to state delivery would happen at 7pm. By 8:15 no one had showed up at my house for the delivery or even called. When I started to question if I was going to get my delivery, I began to research the company and had found numerous complaints from other consumers with very similar experiences to mine.Desired Settlement: I am requesting a full refund, as the owner/operator did not comply with our agreement about delivery or price. The amount I paid in full was $2013.35.

Business

Response:

Information that was reported to you by Ms [redacted] was incorrect; therefore I would like to give you more elaborate details of the scenario on this transaction.

The above customer purchased a non spring GEL Queen Mattress for $1999.99 which we offered her queen for the price of twin extra long, which was discounted at $1500. She also purchased Queen Mattress protector for $249.99 each in which she was offered two for the price of one. She received free delivery and discounted price for picking up the old mattress. Attached are copy of her invoice which showed all adjustments and a photo of our protector's prices which clearly does not show a $150.00 price for Queen nor Twin size that she claimed.

Per our agreement and also as show on her receipt, we had her scheduled for delivery on Wed or Thurs. We had arranged to have it deliver between 7-8:30 pm Thurs. We received a call from her on Wednesday Oct 26th asking about her delivery. We indicated to her that delivery as she requested was set up for Thursday. We also told her to not to worry and we will change the delivery date to Wednesday instead, between 7:00-8:30 and she agreed. I myself went along with one of staff since the other guy went home already that evening. We arrive at her house at 8:05 and called her but she did not pick up or return my call. We waited 10 minutes in front of her house hoping she would answer the door or call me back but she failed to do so. We return back to the store.

Customer called back next day saying that were not home last night and today she called the credit card and wanting to cancel. We offered to reschedule her delivery for that day which is Thursday but she refuses.

Whenever she decided to have her mattress deliver, we'll be glad to accommodate her. This transaction is valid therefore please inform the customer to give us called to set up her delivery for second attempt at no additional charge.

We delivered and gave our service commitment to our customer as promised. Please note attached prices of the mattress protector, our Store policy, her invoice, the text message I sent to Tiffany.

Thank you,

Mattress America

Tel: ###-###-####

Fax: ###-###-####