Mattress Depot USA

This Revdex.com complaint was entered under [redacted] with phone number [redacted] Mattress depot USA does not have the customer [redacted] nor phone number [redacted] in our point of sale system dating back to January Upon calling the phone number to reach out to [redacted] [redacted] we got a voice mail and attempted to leave a voice mail but the voice mail box was full Upon our second call to reach out to [redacted] we learned the sale was made under [redacted] with phone number [redacted] We were able to find the original sales order number and the second exchange sales order for [redacted] *** Mattress depot USA does offer a limited one-time mattress exchange for equivalent value within days Mattress depot USA extends the one-time mattress exchange offer to days if a mattress protector is purchased on the same invoice as the mattress We understand that customers have a limited time in the show room and can change their mind after sleeping on the mattress for a period of time at home We also have this statement printed on all Sales Orders Every Sales Order has written in capital letters “ALL SALES ARE FINAL AND THERE ARE NO REFUNDS” and “We offer a limited one time mattress exchange for equivalent value within days unless an extended guarantee is purchased Should you not find another model to your liking, then an in-store credit good for one year will be issued Merchandise must be in original condition, packaging, and law tag/label must still be intact” We have a signed and dated original Sales Order # [redacted] dated March 6, with customer [redacted] as the Sold To/Signature party that acknowledges these policies in writing Mr [redacted] signed and dated this original sales order Mr [redacted] then took advantage of the “limited one time mattress exchange” on July 2, (signed and dated Exchange Order # [redacted] ) by coming into our Southcenter location and choosing a new mattress at equivalent pricing The store “included” the delivery service fee of $on the exchangeOn the original Sales Order # [redacted] dated March 6, with customer [redacted] as the Sold To/Signature party it states “If you choose to use our delivery service for exchanges, then exchange fees of ($100) minimum will be charged” The store did not charge the exchange fees and therefore gave Mr [redacted] the exchange service fee at No Charge Mattress depot USA does not push customers into exchanges as we do not wish to get an exchanged mattress back into inventory The exchanged piece is considered “as is/exchanged” at that time and needs to be significantly discounted to get rid of it Mattress depot USA takes any complaint seriously and will always work to change the experience from a negative one to a positive one We do not have any “Contact Us” correspondence through our web site from [redacted] or [redacted] which would have spurned the same quick response as this claim In this particular case, Mattress depot USA has followed the exchange policy and did the one time mattress exchange for the mattress [redacted] ( [redacted] ) [redacted] came into the Southcenter location on their own accord and chose Mattress depot USA then delivered the mattress [redacted] ( [redacted] ) [redacted] chose to exchange into at no charge Mattress depot USA has delivered everything that was ordered and paid for by [redacted] ( [redacted] ) *** [redacted] has asked for a refund in the claim, but this is not an option and Lapaka [redacted] understood this when he signed the original sales order and did the first mattress exchange The original mattress was slept on for four months and the current mattress has been slept on for over five months We have submitted a request to the President of the company for a second mattress exchange which is going above and beyond our policy of a one time mattress exchange We will notify [redacted] ( [redacted] ) [redacted] of the Presidents response to offering a second mattress comfort exchange as soon as we get the email response

Mattress Depot USA was able to find the signed original sales order number and the signed second exchange sales order for [redacted] *** Mattress depot USA does offer a limited one-time mattress exchange for equivalent value within days Mattress depot USA extends the one-time mattress exchange offer to days if a mattress protector is purchased on the same invoice as the mattress [redacted] did not purchase a mattress protector (line item #on original signed sales order – attached) so she did have days We understand that customers have a limited time in the show room and can change their mind after sleeping on the mattress for a period of time at home We also have this statement printed on all Sales Orders Every Sales Order has written in capital letters “ALL SALES ARE FINAL AND THERE ARE NO REFUNDS” and “We offer a limited one time mattress exchange for equivalent value within days unless an extended guarantee is purchased Should you not find another model to your liking, then an in-store credit good for one year will be issued Merchandise must be in original condition, packaging, and law tag/label must still be intact” We have a signed and dated original Sales Order # [redacted] dated July 16, (attached) with customer [redacted] as the Sold To/Signature party that acknowledges these policies in writing [redacted] signed and dated this original sales order on both pages (see attached) [redacted] then took advantage of the “limited one time mattress exchange” on July 26, (signed and dated Exchange Order # [redacted] ) by coming into our Seatac location and choosing a new mattress at equivalent pricing The store “included at no charge” the delivery service fee of $on the exchangeOn the original Sales Order # [redacted] dated July 16, with customer [redacted] as the Sold To/Signature party it states “If you choose to use our delivery service for exchanges, then exchange fees of ($100) minimum will be charged” The store did not charge the exchange fees and therefore gave [redacted] the exchange service fee at No Charge Mattress depot USA does not push customers into exchanges as we do not wish to get an exchanged mattress back into inventory The exchanged piece is considered “as is/exchanged” at that time and needs to be significantly discounted to get rid of it Mattress depot USA takes any complaint seriously and will always work to change the experience from a negative one to a positive one In this particular case, Mattress depot USA has followed the exchange policy and did the one time mattress exchange for the mattress [redacted] came into the Seatac location on her own accord and chose Mattress depot USA then delivered the second chosen mattress [redacted] chose to exchange into at no charge Mattress depot USA has delivered everything that was ordered and paid for by [redacted] *** [redacted] has asked for a refund in the claim, but this is not an option and [redacted] understood this when she signed the original sales order, did the first mattress exchange, and signed the second exchange order The second exchanged into mattress has now been slept on for over 1/months before this claim We have attached two pictures showing the Beautyrest Silver Plush mattress from the foot label and the product label at the head of the mattress When you look at the description on the exchange order # [redacted] , Line #it shows King BR (Beautyrest) Silver TC (Thatch Cay) PL (Plush) Matt Our system only allows a limited number of letters in a description We have abbreviated for Beautyrest (BR), Thatch Cay (TC), and Plush (PL) [redacted] will find at the head of her mattress the label (see picture) showing Beautyrest Silver Thatch Cay Plush to double check she received the correct mattress on her one time comfort exchange If [redacted] can take a picture of that label and the law label showing that she did not get the King Beautyrest Silver Thatch Cay Plush as signed for on her exchange order then we will work with her to get her the correct mattress [redacted] will need to send the pictures showing a different model on her mattress label to [redacted] @mattressdepotusa.com

Complaint: ***I am rejecting this response because: :This communication is in response to Mattress Depot's statement regarding complaint number ***I spoke to The Revdex.com and was told to reopen the complaint as the previous complaint has been closedThe problem I have with Mattress Depot is not so easily handled as they claim in their answerI did file a warranty claim on the MattressInitially, Jerry J*** (The Manager of the Marysville location and the person who sold me the mattress was very communicative and promised to do everything he could once the warranty claim was filedI submitted all of the required paperworkThe warranty claim was submitted onlineMrC*** clearly does not have the facts before him in this matterAfter completing all of the paperwork, which included taking multiple pictures of the mattress from many angles, etc., I was informed that Tracy D*** (Representative for Restonic) was denying the claim and her reasoning was that she did not approve of a customer receiving a third mattressThis bed has had a huge lump in it since the second month that I had it homeMattress Depot and MsD*** hide behind the small print insisting that a 1/2" dip must be presentI have stated several times that this is not the issue with the mattressMy question is this: If they were in my shoes how would they like to pay as much as I paid for this mattress and within two months be sleeping on a bed with such a large hump or lump in the center that it even made me roll out of bed and receive bruisingIn my complaint I did indicate that a refund would be ideal simply because they are so difficult to deal with and refuse to address my issue directlyI clearly stated that I would be happy with a warranty exchange on the defective mattressI would appreciate it if they would stop skirting the issue and take responsibility for selling me a defective productI simply want a mattress that I can sleep onI have offered to deliver the mattress to any location they desire so they can see for themselves what I am dealing withI have emails from Jerry Johnson stating that the warranty claim was denied so they did receive my warranty claim.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI'd like to pursue the validity of the warranty.
Sincerely,
*** ***

This Revdex.com complaint was entered under [redacted] with phone number [redacted].  Mattress depot USA does not have the customer [redacted] nor phone number [redacted] in our point of sale system dating back to January 2010.  Upon calling the phone number to reach out to [redacted]...

[redacted] we got a voice mail and attempted to leave a voice mail but the voice mail box was full.  Upon our second call to reach out to [redacted] we learned the sale was made under [redacted] with phone number [redacted].  We were able to find the original sales order number and the second exchange sales order for [redacted].  Mattress depot USA does offer a limited one-time mattress exchange for equivalent value within 30 days.  Mattress depot USA extends the one-time mattress exchange offer to 120 days if a mattress protector is purchased on the same invoice as the mattress.  We understand that customers have a limited time in the show room and can change their mind after sleeping on the mattress for a period of time at home.  We also have this statement printed on all Sales Orders.  Every Sales Order has written in capital letters “ALL SALES ARE FINAL AND THERE ARE NO REFUNDS” and “We offer a limited one time mattress exchange for equivalent value within 30 days unless an extended guarantee is purchased.  Should you not find another model to your liking, then an in-store credit good for one year will be issued.  Merchandise must be in original condition, packaging, and law tag/label must still be intact”.  We have a signed and dated original Sales Order #[redacted] dated March 6, 2016 with customer [redacted] as the Sold To/Signature party that acknowledges these policies in writing.  Mr. [redacted] signed and dated this original sales order.  Mr [redacted] then took advantage of the “limited one time mattress exchange” on July 2, 2016 (signed and dated Exchange Order #[redacted]) by coming into our Southcenter location and choosing a new mattress at equivalent pricing.  The store “included” the delivery service fee of $100.00 on the exchange. On the original Sales Order #[redacted] dated March 6, 2016 with customer [redacted] as the Sold To/Signature party it states “If you choose to use our delivery service for exchanges, then exchange fees of ($100) minimum will be charged”.  The store did not charge the exchange fees and therefore gave Mr. [redacted] the exchange service fee at No Charge.  Mattress depot USA does not push customers into exchanges as we do not wish to get an exchanged mattress back into inventory.  The exchanged piece is considered “as is/exchanged” at that time and needs to be significantly discounted to get rid of it. 
 
Mattress depot USA takes any complaint seriously and will always work to change the experience from a negative one to a positive one.  We do not have any “Contact Us” correspondence through our web site from [redacted] or [redacted] which would have spurned the same quick response as this claim.  In this particular case, Mattress depot USA has followed the exchange policy and did the one time mattress exchange for the mattress [redacted] ([redacted]) [redacted] came into the Southcenter location on their own accord and chose.  Mattress depot USA then delivered the mattress [redacted] ([redacted]) [redacted] chose to exchange into at no charge.  Mattress depot USA has delivered everything that was ordered and paid for by [redacted] ([redacted]) [redacted].  [redacted] has asked for a refund in the claim, but this is not an option and Lapaka [redacted] understood this when he signed the original sales order and did the first mattress exchange.  The original mattress was slept on for four months and the current mattress has been slept on for over five months.  We have submitted a request to the President of the company for a second mattress exchange which is going above and beyond our policy of a one time mattress exchange.  We will notify [redacted] ([redacted]) [redacted] of the Presidents response to offering a second mattress comfort exchange as soon as we get the email response.

Complaint: [redacted]
I am rejecting this response because:I am not saying I didn't sign for delivery or the snap paperwork, what I didnt sign and anyone can clearly see is the lease agreement page 6.as for having it for 7 weeks and paying on it wrong I have only paid 1 time since its taking awhile to get the stores attention. 
II will comtact snap again when I speak to them they tell mw to speak to store. 
Sincerely,
[redacted]

Mattress depot USA was able to find the original customer signed sales order, Snap! Customer Agreement Summary/Disclosure, customer signed Snap! Finance Application with email address listed, customer signed Snap! Lease Agreement with Option to Purchase, customer signed Delivery Ticket, and...

customer signed Delivery Contract.      Mattress depot USA has a signed and dated original Sales Order #[redacted] dated 3/23/2017 (attachment #1, pages 1 and 2) with customer [redacted] as the Sold To/Signature party that acknowledges the product she was purchasing, amount paid down to secure Snap! Financing, and the total Snap! Finance amount of $2,365.00.  [redacted] signed and dated this original sales order (attachment #1,  pages 1 and 2).  Attached (#1, page three) is the Customer Agreement Summary/Disclosure that is printed directly off the Snap! Finance portal for the customer and matches the total of $2,365.00 Snap! Finance amount (Snap! Cash Used).  This is supplied to the customer.  This Summary/Disclosure also notates first payment date, total payments, cost of rental, cash price, amount of each payment ($189.20), number of payments (24), and rental period (12 months).  Attached (#1, page 4) is the Snap! Application signed by [redacted] and also has all her personal information showing, including her email address.  There is a lot more personal information supplied in the application that is needed by Snap! for their finance procedures.  The email address is important and is submitted during the application process in order to send the Signed Lease Agreement with Option to Purchase that is attached (#1, pages 5-11).  [redacted] signed the Signed Lease Agreement with Option to Purchase that is attached (#1, pages 5-11).    [redacted] did the sales transaction and Snap! Finance paperwork on 3/23/2017.  The product was not delivered for another 48 hours and was delivered on 3/25/2017.  [redacted] had 48 hours to confirm and verify all Snap! Finance paperwork and conditions of her original sales order.  [redacted] could have cancelled her sales order and her financing before any product was delivered.  [redacted] had the email from Snap! Finance including the Signed Lease Agreement with Option to Purchase from 3/23/2017.  On 3/25/2017 Mattress depot USA delivered the mattress and adjustable base listed on the original sales order.  The signed Delivery Ticket (attachment #2, page 1) shows the product [redacted] originally signed for and financed through Snap! Finance.  The signed Delivery Contract (attachment #2, page 2) is signed and dated showing that “I, the customer, have received the above delivery in satisfactory condition as per the contract and invoice listed above”.   These were not forged by any employee of Mattress depot USA.  Mattress depot USA has delivered all pieces as per the original sales order, original signed finance documents, and original delivery contracts.    Mattress depot USA takes any complaint seriously and will always work to change the experience from a negative one to a positive one.  In this particular case, Mattress depot USA has delivered everything financed and signed for by [redacted].  [redacted] has had her product since 3/25/2017 and has been making payments to Snap! Finance since April 6, 2017.  Mattress depot USA has attached five documents showing [redacted] signatures and none of them were forged by any employees of Mattress depot USA.  [redacted] has financed with Snap! Finance which is a Third Party Finance company that Mattress depot USA uses as one of our finance companies.  Snap! is a no credit check company and Wells Fargo is the credit check finance company that we use.  [redacted] will need to work out her payment schedule with Snap! as per the attached signed agreements and documents.  Snap! has been know to be flexible and has worked with customers in the past to do a monthly payment if that is better for [redacted]. Unfortunately, after over seven weeks of sleeping on her new mattress and using her new adjustable base, making multiple payments to the Third Party Finance company (Snap!), we are not able to refund the product.   This is not a Mattress depot USA policy but all retailers, car dealers, and even when purchasing a home you cannot return the product if the finance terms do not meet your needs six or seven weeks later.

Mattress depot USA takes any complaint seriously and will always work to change the experience from a negative one to a positive one.   We do have proof that [redacted] purchased a mattress from Mattress depot USA.  [redacted] submitted a warranty claim through our website on her...

current mattress which was produced by Sound Sleep Products.  We have our customers submit their claims through our website so we can help facilitate the warranty through the manufacturer.  All mattress warranties are supported and facilitated through the original mattress manufacturer and NOT Mattress depot USA or any other retailer.  This helps the customer in case the mattress retailer ceases to operate, (like Kings Mattress, Savvy Mattress, Sleep Train, etc.) changes names, or closes their business.  The customer is always supported by the manufacturer warranty.  [redacted] submitted her claim through our website and answered “YES” on the question “Are there any stains on the product?”.  Please see answer below.      Are There Any Stains On The Product?   YES     Attached is the manufacturer warranty sheet (Sound Sleep Products) and includes the first five paragraphs of the warranty sheet from the manufacturer of [redacted]s mattress.  This is the Sound Sleep warranty card.  Please note in paragraph 5 – Other Terms and Conditions – “This warranty does not apply if the mattress or box spring is subjected to obvious abuse or improper care/maintenance such as but not limited to: Stains or soil;”.     Mattress depot USA does not determine if a mattress has a warranty issue or not.  The manufacturer does.  We only help the customer if they feel they have a warranty.  When [redacted] was called back by our sales representative it was to let her know that with stains on the mattress the manufacturer will decline the warranty.  Mattress depot USA called [redacted] to inform her of the “stain issue” vs. just emailing her back a blanket statement.  If [redacted] still wants to submit her warranty claim to the manufacturer she can do that and the contact information and the Sound Sleep warranty claim form are attached.  These two files would have been the files supplied to [redacted] if she had answered “No” to the question about having stains on her mattress.

Mattress depot USA takes any complaint seriously and will always work to change the experience from a negative one to a positive one.   Unfortunately, in this particular claim the paperwork was sent from the Revdex.com by snail mail to an outside mailbox at the store.  In the past when...

Mattress depot USA has ever received a Revdex.com complaint we have received it via email.  Upon getting the mailed complaint handed in to us by the store on 3/30/2017 we immediately called the Revdex.com Resolutions Consultant listed on the mailed paperwork.  Unfortunately, the complaint was done by a named person that is not in our Point of Sale system and a phone number that is not in our Point of Sale system.  So, Mattress depot USA asked for the resolutions consultant to contact the complaintant for a sales order or another name, etc.  We did not receive any emails or snail mail back from the Revdex.com resolutions consultant.  We called the Revdex.com again to talk to the resolutions consultant and that person no longer works for the Revdex.com.  The new consultant we talked to found the file and forwarded us the sales order that was requested.  The name on the sales order and the phone number on the sales order are different than the name and phone number listed on the Revdex.com complaint.  We called the customer listed on the sales order and have discussed with them their possible issue with their mattress.  Upon hearing that they were delivered a mattress that is making a “squeeking” sound when moving over a certain area of the mattress we are getting a replacement mattress for the customer.    Mattress depot USA is replacing the customers current mattress and will take care of all the delivery services that need to be done for this customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

As previously stated, Mattress depot USA takes any complaint seriously and will always work to change the experience from a negative one to a positive one.  Even though the original complaint by Miss [redacted] was closed by the Revdex.com, we have taken the new information supplied to us in the new complaint and gone directly to the manufacturer of the mattress.  Since the mattress that Miss [redacted] currently has is 17 months old it is considered a warranty issue vs. a comfort issue.  Under a comfort issue, the customer has up to 120 days on a one-time comfort exchange, which Miss [redacted] took advantage of and Mattress depot USA authorized twice on other models.  Since the mattress is under a manufacturer warranty by Restonic (Oregon Mattress) and not Mattress depot USA we discussed with their sales rep the possibility of a replacement mattress for Miss [redacted].  Restonic (Oregon Mattress) has agreed to send up a King Comfort Care Eurogel replacement mattress for Miss [redacted] to the Marysville store (original store of purchase).  The confirmation number is [redacted].  The Marysville store will call Miss [redacted] as soon as the replacement mattress arrives at their store.  Miss [redacted] has stated “I am happy to make the mattress available for inspection and would even be willing to transport the mattress to their location to facilitate the manner”.   Since this is a warranty claim and the manufacturer asks that there are no stains on the mattress and the law labels are still intact we ask that Miss [redacted] come in for a plastic bag to bring the warranty mattress back to the Marysville store.  When the bagged warranty mattress is returned to the Marysville store we will give Miss [redacted] the new replacement mattress.

Complaint: [redacted]I am rejecting this response because:  Mattress Depot at the time of sale did not have the adjustable frame that we tried out in the store.  The salesperson let us know that he would order us one that is exactly the same and have it shipped to us.  We took him on faith that he would send us the same or like model regardless if it had to be ordered this was not a special order but a substition order as Mattress depot did not have the item in stock that we requested and decided to give us a "suitable" exchange.  We contacted Mattress Depot asking to exchange the base within 45 days and they said they had to send a tech out to look it over and swap out for the same.  Apparently this was not the case as they posted.  WE also purchased the extended warranty on all of our products and were told that if they could not fix the problem we could either exchange it or get store credit.  This was reitteratred on there own website and from the store manager.  It was not until the district manager got involoved that this was no longer an option.
 
The employee and store manager who offered us store credit to exchange had implicit authority to make that offer based on there employment at the mattress depot.  We feel like we had a bait and switch pulled on us for the frame.  WE tried a frame out at the store in tukwila it worked great, the salesrep said we dont have that one available but we have a better model that we can ship you that will more than meet your expectations.  We agreed to this swap but calling it a special order is a little tough to swallow when we never had an opportunity to try it out nor did we want this model initially.  Within 45 day we called asking to rectify this but they delayed and stalled us telling us no exchanges an my assumption is to make sure the clock ran on their obligation. 
 
Even before we filed the Revdex.com report we were promised by multiple employees that we could trade in the base and get store credit and get something that worked better.  Then we would call back and someone else would promise the same telling us to wait a week while they got it sorted.  No call back and more time gone without any response we felt we had to take it to the Revdex.com.  This is classic shady business. They have a timeline they promise resolution and drag their feet until the time of their obligation has passed.  The fact of the matter is they were put on notice far before the time ran out and have still yet to rectify their wrong.  We are not the first people to file this same complaint against this company.  We are not asking for anything more than the base we used in the store or one that does not creak every time you shift.  To call something a special order because you could not produce the frame requested is ludicrious. Sincerely,[redacted]

Mattress depot USA does offer a limited one-time “mattress” exchange for equivalent value within 30 days.  Mattress depot USA extends the one-time “mattress” exchange offer to 120 days if a mattress protector is purchased on the same invoice as the mattress.  We understand that...

customers have a limited time in the show room and can change their mind after sleeping on the mattress for a period of time at home.  We also have this statement printed on all Sales Orders.  Every Sales Order also has written in capital letters “ALL SALES ARE FINAL AND THERE ARE NO REFUNDS” and “We offer a limited one time mattress exchange for equivalent value within 30 days unless an extended guarantee is purchased.  Should you not find another model to your liking, then an in-store credit good for one year will be issued.  Merchandise must be in original condition, packaging, and law tag/label must still be intact”.  Mr. [redacted] is not looking to exchange his mattress.  He is wishing to return the KING BedTech ZG2000 Wrls* adjustable base with the * notating (under the product description) that *Special Order – No Exchanges.  We have a signed and dated original Sales Order #[redacted] (file attached) dated July 5, 2016 with customer [redacted] as the Sold To/Signature party that acknowledges the no refund policy, but also acknowledges that the adjustable base is *Special Order – No Exchanges.  Mr. [redacted] signed and dated this original sales order on July 5, 2016.  Mattress Depot USA has a signed Delivery Ticket and delivery contract, dated July 16, 2016 stating, “I, the customer, have received the above delivery in satisfactory condition as per the contract and invoice listed above”.   Mr. [redacted] had his operating, functional adjustable base for three months before there was any contact with Mattress Depot USA.  Mr. [redacted] contacted Mattress Depot USA in October 2016 to notify us that they were having issues with their adjustable and the manufacturer (who the warranty is through) told them they would need a replacement.  The manufacturer sent a new replacement adjustable and Mattress Depot USA, free of any charges, swapped the adjustable so Mr. [redacted] would be on a new, functioning adjustable.  Mattress Depot USA has another signed delivery contract showing the replacement adjustable that they originally purchased and is on sales order #[redacted] was received in satisfactory condition.  Mattress Depot USA received a phone call in mid December from the [redacted]s that their adjustable base operates and functions, but there is some “rattling” and “squeaking” coming from the adjustable when it is moving to its positions.  Mr. [redacted] was told to call the manufacturers 1-800 number to have a tech come out to verify if there is anything faulty with the adjustable.  This service, and the service of the tech coming out to verify if there are any issues/defects with the adjustable, is offered by the manufacturer free of charge for three years.    If in fact there is any issues with the adjustable bed then the tech can fix it in the residence or work with the manufacturer on a replacement.   Every adjustable manufacturer that Mattress Depot USA carries operates under the same procedures for a minimum of one year.  The adjustable bed that Mr. [redacted] purchased has a three-year manufacturer warranty.  There needs to be verification of any inoperability per the warranty.
 Mattress depot USA takes any complaint seriously and will always work to change the experience from a negative one to a positive one.  In this particular case, Mattress depot USA delivered the adjustable Mr. [redacted] purchased, and helped correct (with the new adjustable supplied by the manufacturer) the first issue of an inoperable adjustable and delivered the new base free of any charges three months after the customer had been using it.  Mattress depot USA has asked Mr. [redacted] to contact the manufacturer, have a tech come out, and determine if and what issues there may be with the current adjustable.  Unfortunately, without verification that their current adjustable is defective we only have our policy of  “ALL SALES ARE FINAL AND THERE ARE NO REFUNDS” and the adjustable base is *Special Order – No Exchanges.  The district manager of the store called the [redacted]s and discussed the policies with them.  Mr. [redacted] has asked for a refund in the claim, but this is not an option and Mr. [redacted] understood this when he signed the original sales order.  If Mr. [redacted] will have the manufacturer tech come out and determine if and or what issues there are with his current adjustable we will work with him on a replacement adjustable.  This was also discussed with the [redacted]s when the district manager called them.

Mattress Depot USA was able to find the signed original sales order number and the signed second exchange sales order for [redacted].  Mattress depot USA does offer a limited one-time mattress exchange for equivalent value within 30 days.  Mattress depot USA extends the one-time...

mattress exchange offer to 120 days if a mattress protector is purchased on the same invoice as the mattress.  [redacted] did not purchase a mattress protector (line item #2 on original signed sales order – attached) so she did have 30 days.  We understand that customers have a limited time in the show room and can change their mind after sleeping on the mattress for a period of time at home.  We also have this statement printed on all Sales Orders.  Every Sales Order has written in capital letters “ALL SALES ARE FINAL AND THERE ARE NO REFUNDS” and “We offer a limited one time mattress exchange for equivalent value within 30 days unless an extended guarantee is purchased.  Should you not find another model to your liking, then an in-store credit good for one year will be issued.  Merchandise must be in original condition, packaging, and law tag/label must still be intact”.  We have a signed and dated original Sales Order #[redacted] dated July 16, 2017 (attached) with customer [redacted] as the Sold To/Signature party that acknowledges these policies in writing.  [redacted] signed and dated this original sales order on both pages (see attached).  [redacted] then took advantage of the “limited one time mattress exchange” on July 26, 2017 (signed and dated Exchange Order #[redacted]) by coming into our Seatac location and choosing a new mattress at equivalent pricing.  The store “included at no charge” the delivery service fee of $100.00 on the exchange. On the original Sales Order #[redacted] dated July 16, 2017 with customer [redacted] as the Sold To/Signature party it states “If you choose to use our delivery service for exchanges, then exchange fees of ($100) minimum will be charged”.  The store did not charge the exchange fees and therefore gave [redacted] the exchange service fee at No Charge.  Mattress depot USA does not push customers into exchanges as we do not wish to get an exchanged mattress back into inventory.  The exchanged piece is considered “as is/exchanged” at that time and needs to be significantly discounted to get rid of it.    Mattress depot USA takes any complaint seriously and will always work to change the experience from a negative one to a positive one.  In this particular case, Mattress depot USA has followed the exchange policy and did the one time mattress exchange for the mattress [redacted] came into the Seatac location on her own accord and chose.  Mattress depot USA then delivered the second chosen mattress [redacted] chose to exchange into at no charge.  Mattress depot USA has delivered everything that was ordered and paid for by [redacted].  [redacted] has asked for a refund in the claim, but this is not an option and [redacted] understood this when she signed the original sales order, did the first mattress exchange, and signed the second exchange order.  The second exchanged into mattress has now been slept on for over 2 1/2 months before this claim.  We have attached two pictures showing the Beautyrest Silver Plush mattress from the foot label and the product label at the head of the mattress.  When you look at the description on the exchange order #[redacted], Line #2 it shows King BR (Beautyrest) Silver TC (Thatch Cay) PL (Plush) Matt.  Our system only allows a limited number of letters in a description.  We have abbreviated for Beautyrest (BR), Thatch Cay (TC), and Plush (PL).  [redacted] will find at the head of her mattress the label (see picture) showing Beautyrest Silver Thatch Cay Plush to double check she received the correct mattress on her one time comfort exchange.  If [redacted] can take a picture of that label and the law label showing that she did not get the King Beautyrest Silver Thatch Cay Plush as signed for on her exchange order then we will work with her to get her the correct mattress.  [redacted] will need to send the pictures showing a different model on her mattress label to [redacted]@mattressdepotusa.com.