Mattress Club

In reference to case#***following are the facts as per our records
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*** ** ** *** purchased king mattress set on 6/11/and delivered on 6/19/on sc#***they both tried out the mattress in the store and after about visits decided to purchase the set which is a double sided pillow top as they both wanted soft comfortable feel
After about months *** ** ** *** stopped by the store to complain that the mattress was saggingI went to their home to inspect the mattress and discovered it not to be defective and it felt very much the same as it is supposed to be except about 1/inch deep body impression which is as stated in the warranty card as wellI also explained to *** *** *** that Mattress Club also offers a year buy back guaranty( the only company to offer such in the industry) and she said that she will explain it to her husband and get back to us
3.The next time we heard from her was another few months later on 8/12/ to complain about the same issuewe told her that we will be glad to come out and take a look at it for a fee of $which customer is responsible for as per warranty card*** factory charges $to $ for inspection depending on distance
We also explained to her that if mattress is considered defective we will gladly exchange it or repair it per manufacturer warranty or she still has the option to exchange it for another mattress that is much firmer under our buy back guaranty
I don't have a rude bone in my entire body and am very respectful and polite to customers, the issue is that ms** ** *** did not want to accept the facts of the process
If we can be of any further assistance please do not hesitate to contact me
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In reference to your letter dated 9/21/please be advised that the above referenced matter has been resolvedWe have picked up the bed and refunded the balance due to the finance company. The terms of the resolution were negotiated through Ms*** attorney (copy of
the correspondence ***)If you need any further information please do not hesitate to contact us. Many thanks for your assistance in the matter

Revdex.com:
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Good morning, I am writing in reference to the business reply.   Yes the mattress has been returned to the store.  However, I had to pay the 25% restocking fee, that was listed on the receipt and the $79.99 delivery/ pick-up fee that was not addressed on the receipt or told to me in the store.  My attorney was not pleased with customer service provided by the manager at the store and felt that he was not willing to be flexible.  I needed to resolve the issue because it was becoming very stressful.  I am not however, satisfied.  Hopefully, this complaint can assist another customer.

Review: I bought a mattress and since the first night I called and told them something was wrong with the mattress. The [redacted] told me to wait until my body adjust to the mattress. I waited a month and called again. He came to my house and saw the mattress and said nothing was wrong. I told him I couldn't sleep, I was having back pain and showed him how soft the mattress was getting over time and he told me there was nothing he could do. I called again several months later and he suggested the buy back program, but he was only giving me half of the price I paid. It's been a year and the problem got worse. We can't sleep. It feels like an air bed with no air. It is hard to get up from bed. My husband is heavier than me so his side is down and up on the other side. Today I was told that for them to come and inspect the mattress I need to pay them $25 and there's no guarantee that the they will change the mattress. The [redacted] was rude and not helpful at all.Desired Settlement: I would like to exchange this mattress or get my money back to get a new one at another place.

Business

Response:

In reference to case#[redacted]. following are the facts as per our records.